According to the latest findings from the Institute of Service Excellence at SMU (ISES), customer satisfaction has dipped for the retail and infocomm sectors. ISES attributed the drop more to lower satisfaction scores from tourists. All three drivers of satisfaction, namely customer expectations, perceived quality, and perceived value, fell significantly for tourist respondents. SMU Assistant Professor of Marketing and ISES Academic Director Marcus Lee commented that it is important for service providers to try and meet the ever-changing expectations of their customers.