In a full-page feature about the Customer Satisfaction Index of Singapore (CSISG) released by the Institute of Service Excellence (ISE) at SMU, ISE Head of Research & Consulting Chen Yong Chang commented on results for the info-communications sector which showed an increase of 1.10 points from a year ago. He attributed the increase in the customer satisfaction score to higher perceived service quality and higher predicted quality across the sector. "In terms of service quality, from our observations, we do see telcos embarking on a number of service improvement projects such as re-designing of their stores and online platforms to be more customer centric. For example, we see the implementation of SMS queueing, online appointment booking, and more comfortable waiting areas at the stores," he said.