Institute of Service Excellence @ SMU (ISES) Director Caroline Lim commented on the reasons behind the fall of tourist satisfaction levels as measured on the Customer Satisfaction Index of Singapore (CSISG). She said: “Competition is not limited to local players but extended to global players... the bar might have been raised in the global tourism landscape [and] tourists might be using a higher bar in their evaluation of local players…The increase in visitor numbers could put a strain on the tourism industries. This also suggests that the previously successful operating model is being challenged as the visitor arrivals increase and as expectations and requirements change.” Looking at things from a tourist's perspective, ISES Academic Director Marcus Lee suggested that the reason could be due to “the lack of consistency of the customer experience [which] is the Achilles' heel of Singapore's services sectors.”