The Business Times
University students in Singapore now hold a dimmer view of administrative and teaching staff than they did a year ago and are thus less satisfied. The university sub-sector's Customer Satisfaction Index of Singapore score fell 3.8 points to 66.7. SMU Vice Provost (Undergraduate) Professor Pang Yang Hoong said that SMU has "taken active measures to bridge the gap between our service promise and service delivery, to meet rising expectations." She added: "Given the rapid growth of our student population and the diversity of our student body, we are cognisant of the importance of constantly improving our administrative services and student engagement processes." SMU has rolled out a Business Process Improvement initiative to streamline administrative processes to provide better operational support to students "so that they can focus their time and energy on attaining academic excellence". Even with the sharp drop, SMU still posted a higher score than its counterparts.