The Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU showed an upward trend for the F&B sector since 2007. In six years, restaurants went up from 68 to 72 points, and cafés also went up from 67 to 71 points. Food courts also showed progress, going up from 59 to 66 points in three years. However, the growing manpower shortage in the sector poses challenges to further improvements, which has prompted the labour movement to urge companies to find ways to redesign work processes.