Keeping more local customers satisfied

Findings from the 2017 third quarter Customer Satisfaction Index of Singapore (CSISG) for the Food & Beverage and Tourism industries released by SMU’s Institute of Service Excellence (ISE) showed a marked increase in Singaporeans’ satisfaction in both restaurants and hotels. The CSISG is a landmark study that computes customer satisfaction scores at the national, sector, sub-sector and company levels, and produces an objective and comprehensive assessment of Singapore’s service quality. According to Ms Neeta Lachmandas, Executive Director of ISE, innovation and increased use of technology could have been one of the contributing factors in the rise of consumer satisfaction. According to Mr Chen Yongchang, Head of Research and consulting at ISE, "Given that the issue of waiting time was found to be a common driver of both perceived quality and loyalty, F&B operators would do well to bear this in mind when designing their service processes."