According to findings from the Customer Satisfaction Index of Singapore compiled by the Institute of Service Excellence at SMU (ISES), customer satisfaction for both the food and beverage and tourism sectors has significantly declined in the past year. ISES Director Caroline Lim said: "These lower scores could be a case of correction as companies transition to new business models, with consumers taking time to adapt to new norms in how service is delivered and experienced." According to Ms Lim, the results of the study indicate that businesses should review their operating model and produce consistent and reliable service.