Providing service-fuelled flights

The latest Customer Satisfaction Index of Singapore (CSISG) survey commissioned by the Institute of Service Excellence at SMU (ISES) showed that gains in the budget airlines sub-sector increased by 4.88 percentage points year-on-year, compared with the full-service airline sub-sector, which made a more modest increase of 2.49 percentage points. According to a spokesman for ISES, "A notable outcome of the budget airlines' stronger CSISG performance is improved customer loyalty. Specifically, compared to 2012, budget airline sub-sector respondents had higher repurchase intentions this year."