In the latest Institute of Service Excellence at SMU (ISES) quarterly Customer Satisfaction Index of Singapore survey, the infocommunications sector – which covers mobile, broadband and, for the first time, PayTV and the Wireless@SG services – earned a lower score of 66.8 this year, compared to one of 67.7 last year. But the difference was not statistically significant, said ISES. A deeper dive into the data seems to show that the providers are doing something right when it comes to a particular segment of customers – the more loyal ones renewing mobile, broadband, or TV contracts tend to stick with the telecommunications company (telco) for two years or longer. "For the most part, our telcos seem to be doing a good job with their longer-tenured customers," said SMU Assistant Professor of Marketing and ISES Academic Director Marcus Lee.