SINGAPORE, March 19 (Xinhua) -- Customer Satisfaction Index of Singapore, an index measured annually by Institute of Service Excellence at the Singapore Management University, revealed Tuesday that people feel more satisfied with the level of service in 2012.
The index increased to 69.9 points last year, up 0.88 point, or 1.3 percent from 69.1 in 2011. The figure represents the most positive results since its inception in 2007.
Among all the nine measured industry sectors, three sectors, including the healthcare, finance and insurance and info- communications sectors, performed best improvements on year.
On the other hand, customer satisfaction fell in five industry sectors, namely private education, tourism, public education, transport and logistics and retail in order of severity.
Among some 110 measured companies, Standard Chartered, Citibank, Marina Bay Sands, Shangri-La, Sentosa and some other companies had significantly outperformed the national average.
According to the institute, the scores are generated based on the econometric modeling of survey data collected from end-users after the consumption of products and services. They interviewed 22,314 households and 6,080 departing tourists last year.
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