Good, but not quite good enough?

Findings from the Customer Satisfaction Index released by the Institute of Service Excellence at SMU (ISES) two weeks ago showed that visitors were less satisfied with the service in the tourism sector in Singapore this year, compared with previous years. As Singapore continues to build up its reputation as a premier destination for travellers, the expectations of tourists appear to have risen in tandem. And this may mean the tourism sector needs to work harder. Hotels TODAY spoke to agreed that benchmarks set for the hospitality industry have led to increasingly-higher expectations of service standards.