According to the Customer Satisfaction Index of Singapore (CSISG) conducted by the Institute of Service Excellence at SMU (ISES), customer satisfaction in Singapore rose for the fourth year in a row to reach a new high, thanks to strong ratings from the finance and insurance, and healthcare sectors. ISES also noted that the complaint rates for all four sub-sectors had been increasing year-on-year. However, this “was tempered by better complaint handling” – the banks’ and insurers’ ratings for complaint handling had been on the upward trend since 2012. The tourism sector recorded a decreasing score mainly due to a fall in tourist satisfaction.