Customer satisfaction up for 4th straight year

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.