According to the latest Customer Satisfaction Index of Singapore by the Institute of Service Excellence at SMU (ISES), more tourists are unhappy with restaurants and hotels here. The survey saw a significant drop in consumer satisfaction for the food and beverage sector to 65.8 points from 70.3 last year – the lowest since 2011. ISES Director Caroline Lim said that the manpower crunch, as well as higher tourist expectations, led to the decline. Ms Lim added: "It is timely for businesses to review their operating model." She suggested they could have more self-service elements to combat staff shortages.