Results from the latest Customer Satisfaction Index of Singapore (CSISG) recorded a 0.3 per cent dip in customer satisfaction scores across the various restaurants surveyed. Institute of Service Excellence @ SMU (ISES) Director Caroline Lim said that the drop in scores for restaurants was due to customer expectations being unmet. "This finding suggests that the conventional wisdom of businesses to delight customers by over-delivering is not necessarily efficient, nor the only strategy. F&B service providers can achieve comparatively higher satisfaction levels from their customers simply by understanding and delivering to their expectations," she said.