According to Customer Satisfaction Index of Singapore findings released by the Institute of Service Excellence at SMU (ISES), the satisfaction score for the info-communications sector decreased by 1.3 per cent to 66.8 points, year-on-year. The results indicated that re-contract customers had greater levels of satisfaction and loyalty, compared to new customers. ISES Director Caroline Lim said that it is important for businesses to look beyond customer service and frontline employees as the sole measure of customer satisfaction. She added: “Organisations could approach customer satisfaction more holistically by re-examining their offerings, policies and business processes that will affect the customer experience.”