Based on the results of the third quarter Customer Satisfaction Index of Singapore conducted by the Institute of Service Excellence at SMU (ISES) between June and September this year, customer satisfaction, especially among tourists, in Singapore's tourism and food and beverage (F&B) sectors fell from that of a year ago. ISES Director Caroline Lim said that the lower scores could be a case of correction as companies transit to new business models, with consumers taking time to adapt to new norms in how service is delivered and experienced. While local satisfaction registered a lower score than tourist satisfaction in both sectors, Ms Lim noted that scores of the former remained fairly stable while tourist satisfaction marked a significant decline from the previous year. "Clearly both tourists and locals comprise a diverse segment of customers with varying needs and expectations," she said.