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