09 Feb '11, 8am

Singapore's national customer satisfaction score for 2010 has fallen from the year before: SMU reported.

Singapore's national customer satisfaction score for 2010 has fallen from the year before - with a score of 67.2 out of 100. -- ST PHOTO: LIM WUI LIANG IT APPEARS that an increase in service quality does not necessarily translate into greater customer satisfaction. According to findings released by The Institute of Service Excellence at the Singapore Management University, Singapore's national customer satisfaction score for 2010 has fallen from the year before - with a score of 67.2 out of 100, a drop of 0.8 points from 2009 - although service quality has been experiencing an upward trend. Eight key economic sectors were measured for customer satisfaction. The retail and tourism sectors saw the most significant improvement. However, it was not enough to lift the overall national customer satisfaction score that is an aggregate of all the sectors' scores weighted by their ...

Full article: http://www.straitstimes.com/BreakingNews/Singapore/Story/...

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