SINGAPORE: Singapore businesses did not do badly in
customer satisfaction last year despite the difficult operating
environment.
The overall customer satisfaction score last year was 68,
a slight increase from 67.8 in 2008.
Announcing the results Monday from the latest Singapore Customer
Satisfaction Index, Senior Minister of State for Trade and Industry
Lee Yi Shyan said that based on just service, 2009 saw the overall
level increasing to 70.8, an improvement over 2008's 69.4 and
2007's 70.4.
He urged businesses to do more than raising service level to drive
customer satisfaction.
Singapore's customer satisfaction score is a composite of eight
service sectors.
The overall gain was led by Healthcare (+1.3) and Finance &
Insurance (+1.2) sectors.
The gains however, were dragged down by reduced satisfaction in
other sectors: Tourism & Hotel (-1.4), Education (-1.4) and
Retail (-2.3).
Mr Lee said the survey clearly shows that increasing service level
alone is not enough to raise customer satisfaction.
This can be offset by higher customer expectations, and lower
perception of a product's value.
- 938 LIVE/yb