According to the recent Customer Satisfaction Index of Singapore survey conducted by the Institute of Service Excellence at SMU (ISES), public transport operators should not assume that commuters with no complaints are satisfied. In fact, they could even mask brewing dissatisfaction, as the unhappy commuters who are not complaining may well take their grievances elsewhere. ISES Director Caroline Lim said: "As a company, you can't control how many complaints you get – but you can manage the complaints well." She suggested staff empowerment and redesigning service touch-points as possible solutions. Additionally, ISES felt that tourists have a different frame of reference, and so hold Singapore's public transport services to a much higher standard. They expect something different and much better when they are here; whereas for locals, commuting is routine and they know what to expect. ISES Academic Director Associate Professor Marcus Lee advises business owners of large companies to start a measurement plan for customer satisfaction and hire a firm or have a department do the measurement. He also advised business owners against being biased with their measurements. "It shouldn't be a feel-good measurement. You want to do measurements to find out where you are doing well, and where you are failing your customers, because no one is perfect."