Customer satisfaction here with the finance sector has improved by 1.2 per cent year on year in the fourth quarter of last year to 74.8 points out of a possible 100. The findings were part of a national study on customer satisfaction that the SMU Institute of Service Excellence (ISE) conducts quarterly and annually. The Customer Satisfaction Index of Singapore measures customer satisfaction across six key sectors in the service industry, including tourism, retail, land transport, and food and beverage. Commenting on last week's payment glitch that hit 375 OCBC customers, Chen Yongchang, Head of Research and Consulting at ISE at SMU, said the onus is on the banks to respond quickly whenever there is an incident.