Satisfaction levels for F&B and tourism industries have improved over the past four years

SMU’s Institute of Service Excellence (ISE) has released the 2018 third quarter Customer Satisfaction Index of Singapore (CSISG) results for the Food & Beverage (F&B) and Tourism sectors. Both sectors registered statistically significant improvements in customer satisfaction compared to a year ago. The F&B sector climbed 3.5% year-on-year to score 74.2 points on a 0 to 100 scale. The Tourism sector recorded a relatively more modest 1.2% year-on-year improvement to score 75.1 points. In both instances, these performances represented a fourth consecutive year of increase in customer satisfaction scores and the highest recorded scores in the 12-year history of the national CSISG study. Chen Yongchang, SMU’s ISE Head of Research and Consulting praised F&B industry players for making continuous improvements over the years. He also reminded them not to neglect the aspects of customer experience and service process even when leveraging technology to facilitate their business operations.