According to the recent Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU (ISES), in order to keep up with student demands, private education institutions in Singapore will need to go beyond engaging students and delivering relevant courses. ISES Director Caroline Lim said: "In the past, you might be able to get away with ensuring that the courses are relevant to the students; but students these days may be expecting more features, such as Wi-Fi, the ease of the institution's public transport system, campus life, and more." Ms Lim said that for both the public and private sub-sectors, the survey found that student support, which refers to financial, career, and emotional support for students, is consistently of high importance to students. This is the first year that ISES is using an online questionnaire instead of face-to-face interviews. ISES Academic Director Associate Professor Marcus Lee is of the opinion that this works especially well for the education sector. "Students are very comfortable online. It's not a typical industry where, if you do online, the old people all disappear, because fewer old people are comfortable doing online surveys." In future, ISES wants to reduce its reliance on face-to-face interviews in favour of online polls, which they deem more sustainable and less intrusive.