SMU team also does customised research

Scores, relative gains and declines are what users and participants of indices care about. The Customer Satisfaction Index of Singapore (CSISG) is no different, providing quarterly numbers which act as a temperature reading of how differently consumers view certain service sectors and companies today, compared to a year ago. Beyond those headline national numbers, the team of researchers at SMU’s Institute of Service Excellence (ISES) that produces the CSISG also works with companies individually on the nuts and bolts of its service or customer experience. After the scores are published, the research team behind the CSISG may get invited to break down what the scores mean to companies. "Sometimes these presentations evolve into customised research studies for the company," said ISES Director Caroline Lim.