Attractions here vie for local visitors

According to the latest Customer Satisfaction Index of Singapore (CSISG) jointly developed by the Institute of Service Excellence at the Singapore Management University (ISES) and the Workforce Development Authority, local satisfaction for attractions in Singapore on average fell 6.6 per cent last year from the year before. A fall in satisfaction levels can do damage to an attraction’s reputation, which affects the customer's decision to revisit in the future, or whether to recommend the attraction to their network, ISES Academic Director Assistant Professor Marcus Lee warned. He suggested that attractions better integrate their customer insights and marketing divisions to create advertisements that tie in with actual experiences. He also suggested for the customer insights division to build on CSISG's data through qualitative research.

The Business Times