In a commentary about service quality, writer Chen Li Fen cited the Institute of Service Excellence at SMU (ISES) Customer Satisfaction Index scores for the local tourism, and food and beverage sectors that were recently announced. Both had shown considerable improvement, with the former scoring 74.5, up from 70 last year, and the latter scoring 70.3, up from 67.7 in 2012. Chen shares that service from the heart is what really counts and what really impresses consumers.