According to the latest findings of the Customer Satisfaction Index of Singapore (CSISG) released by SMU’s Institute of Service Excellence (ISES), people are happier with the quality and value when eating out, but they also have lower expectations. ISES said the food and beverage industry scored better in the Customer Satisfaction Index of Singapore this quarter than in the same period last year. Details such as the amount of time one waits for a seat at an eatery contribute to improved perceived quality and value for the industry. Releasing the findings yesterday, ISES said other factors that contributed to the perceived quality of the eateries include ability to accommodate special requests and ability of staff to explain the menu.

ISES head of research and consulting Mr Chen Yongchang said while food quality is important for the food and beverage sector, "the data is telling us that service elements are also important in driving satisfaction". Despite the uptrend, ISES Executive Director Neeta Lachmandas cautioned the industry that consumers lowered their expectations. She said there was a dip in expected quality among consumers, "particularly in food courts, bars and pubs, as well as cafes and snack bars". This refers to expectations that consumers may have based on reviews they have read or a past experience. "In the long run, this is not good for the industry. No good brand has built itself on people having low expectations," she said. The study for the third quarter was conducted between July and October this year. A total of 8,563 surveys were completed, among locals and tourists.