Keeping customers satisfied as the labour crunch bites

The latest Customer Satisfaction Index of Singapore, jointly developed by the Institute of Service Excellence at SMU (ISES) and the Singapore Workforce Development Agency, shows a 6.5 per cent fall in the food & beverage sector's score and 7.3% drop in the tourism sector's score. The decline was even more marked for sub-sectors whose operations are more people-reliant. Restaurants' performance tumbled 10.5 per cent to 64.1 points, while diners also scored the cafes & snack bars segment 6.8 per cent more poorly at 66.2 points. ISES Academic Director Assistant Professor Marcus Lee suggested that hotels and restaurants think about how to streamline their operations amid the labour crunch – and raise productivity. 

The Business Times