Tourist satisfaction dives for Singapore's tourism and F&B sectors

According to the third quarter Customer Satisfaction Index of Singapore jointly developed by the Institute of Service Excellence at SMU (ISES) and the Singapore Workforce Development Agency, compared to a year ago, customer satisfaction, especially that of tourists, has dropped in Singapore's food and beverage (F&B) and tourism sectors. According to ISES Director Caroline Lim, the 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. A deeper look at the scores also revealed that most of the decline in customer satisfaction can be attributed to lower tourist satisfaction.

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The Business Times, Breaking News