Customers more satisfied with F&B and tourism sectors in Q3

According to the latest findings of the Customer Satisfaction Index of Singapore (CSISG) released by SMU’s Institute of Service Excellence (ISES), customer satisfaction rose for Singapore's food & beverage (F&B) and tourism sectors in the third quarter of this year, driven by increases in perceived quality and perceived value. Commenting on ways that F&B operators can enhance customer satisfaction, ISES Executive Director Neeta Lachmandas said: "The use of technological enablers and availability of approachable and knowledgeable staff to assist in a smooth and quick process for seating and order-taking may be steps in the right direction." For instance, using technology to enhance service delivery will allow F&B operators to redesign job scopes to enable learning and development. This means that staff can "move up" the value chain by taking on tasks which require more creative and strategic thinking skills.