Customer satisfaction for F&B, tourism sectors down: Study

The Institute of Service Excellence at SMU (ISES) released its 2014 third quarter Customer Satisfaction Index of Singapore (CSISG) results for the F&B and tourism sector today. On the whole, satisfaction for the tourism sector declined by 7.3 per cent compared to the previous year, while the F&B sector declined by 6.5 per cent on-year. However, tourist customer satisfaction saw a significant decline in both sectors, according to the findings. Analysis also revealed that tourists gave poorer year-on-year ratings in touchpoints that had a significant impact on perceptions of quality, such as bill timeliness, cleanliness, food quality and time taken to receive food. In contrast, local customers indicated improved restaurant touchpoints compared to 2013. The CSISG 2014 Q3 survey was conducted between June and September 2014, and garnered a total of 8,600 responses about customer experiences in the sectors.

Channel NewsAsia