Despite the Customer Satisfaction Index of Singapore (CSISG) by Institute of Service Excellence at SMU (ISES) indicating that overall customer satisfaction in 2012 had increased by 1.3 per cent from 2011, satisfaction levels had dropped for the education sector. Satisfaction levels for private and public education had dropped by 7.3 per cent and 4.0 per cent respectively last year as compared to 2011. The three local public universities saw a 5.4 per cent drop in satisfaction, with that for SMU dropping by 12.2 per cent in 2011 to 68.6 per cent. SMU said it would actively improve its services to meet the rising expectations. SMU Vice Provost (Undergraduate), School of Accountancy Dean and Professor of Accounting Pang Yang Hoong said that the school had noted the decline in satisfaction levels amongst students and would work hard to bridge the gap in service standards. She added that the school had launched a Business Process Improvement plan to help satisfy the needs of students, parents, employers, the government and the community.