The Institute of Service Excellence at SMU (ISES) has released the 2015 full year results for the Customer Satisfaction Index of Singapore (CSISG). The nation score for 2015 stands at 70.2 points (on a 0 to 100 scale). It fell 0.93 point, or 1.3 per cent, from 2014. ISES noted that the decline in the national CSISG is due in part to poorer performance from the finance and insurance and healthcare sectors in 2015 compared with the previous year. ISES Executive Director Neeta Lachmandas explained that the year to year performance of the finance and insurance sector contributed substantially to the eventual national score, as the CSISG is a GDP weighted index. She added that

the decline in satisfaction in the healthcare and private education sectors also led to a lower national score in 2015. A common observation for the lower customer satisfaction levels across the finance and insurance companies was lower satisfaction with touch points. ISES Assistant Director Chen Yongchang, who is also the lead CSISG researcher, said the banks sub-sector analysis has suggested that personal bankers and branches are important touch points that have the potential to positively impact customer satisfaction if managed well. He emphasised that it would be prudent to shore up the ratings for this high touch channel, given that a majority of insurance policyholders would have interacted with a financial adviser within the past year.