Food-court segment shows steady, significant improvement

Institute of Service Excellence @ SMU (ISES) data analysis showed that improving the performance of food quality, order-taking process, cleanliness and courtesy of service staff had the strongest impact on satisfaction levels, said ISES Director Caroline Lim. "Food court operators can look at these touchpoints as those that matter to their customers' perceptions of quality,." "Operators can use these results to prioritise touchpoint improvements according to what is most important to customers…Manpower or the lack thereof [does not have] to come at the expense of customer satisfaction…In addition, raising customer satisfaction also increases productivity. High satisfaction leads to higher consumption. This translates into higher revenue and productivity gains for companies,” she added.