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Feeling proud to be a part of such a memorable milestone - DBS topped in 2016 Customer Satisfaction Index of Singapore !! #smartnation #csisg #makingbankingjoyful (at DBS Bank Asia Hub)

Sector records the largest improvement, ranks second behind finance and insurance in customer satisfaction index By Kelly Ng - 20 March SINGAPORE — Patients here are feeling more “satisfied” with service in the healthcare sector, with the sector recording the largest improvement in the latest Customer Satisfaction Index of Singapore (CSISG) by the Institute of Service Excellence (ISES), which was released yesterday. The sector saw a significant 4.8-point increase from 2011 to achieve 71.3 points last year, above the overall national score of 69.9 points. It now ranks second among the nine sectors included in the index, behind finance and insurance, a turnaround from 2011 when it had ranked eighth. Commenting on the healthcare sector’s performance, Assistant Professor Marcus Lee, Academic Director at the ISES, said: “Highly satisfied respondents (gave) a variety of reasons for their good ratings, such as doctor empathy, effective management of chronic conditions, short waiting time and even convenient parking.” The ISES, an institute at the Singapore Management University, conducted the survey for the healthcare and finance and insurance sectors from October to December. It received 10,294 responses from households and tourists, and 33 companies were awarded scores. Specialised healthcare — which refers to specialist clinics such as dental and traditional Chinese medicine clinics — and polyclinics, which are run by SingHealth and National Healthcare Group, were the two most improved healthcare sub-sectors. The ISES also noted that satisfaction with doctors, nurses and administration staff helped boost scores. Ms Isabel Yong, SingHealth’s Director of Group Service Quality, said the results affirmed SingHealth’s efforts, which include training staff to be more sensitive to elderly patients, in light of Singapore’s ageing population. Alexandra Hospital was the only restructured hospital that saw a double-digit increase in scores, and emerged tops for the restructured hospitals sub-sector. “We have regular events such as a bi-monthly patient feedback lunch, which is a useful forum (for us) to hear our patients’ voices,” said Mr Foo Hee Jug, Chief Executive Officer of JurongHealth, the new public healthcare cluster managing Alexandra Hospital. Meanwhile, the finance and insurance sector scored 71.7 points last year, up 3.19 points from 2011. Foreign banks outperformed all three local banks, which led the pack in 2011. According to the ISES, loyalty improved “significantly” among customers of foreign banks. Overall, while the national satisfaction index saw a 0.88-point increase last year, five out of nine sectors saw scores fall due to factors ranging from higher COE prices to increase in tourists’ expectations. Nevertheless, ISES Director Caroline Lim said the overall improvement is “very encouraging”. “Going forward, we recognise that Singapore is facing a more challenging economic and operating environment. We are hopeful though, that businesses will accept the new norm of escalating costs and manpower constraints, reinvent and implement innovative models unique to our environment,” she said. "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

Satisfaction index dips as their idea of high quality service 'may have changed' SINGAPORE - Tourists were less satisfied with service standards in Singapore this year than in previous years, driven by what they felt was unsatisfactory service at hotels. In the latest customer satisfaction index conducted by the Singapore Management University's Institute of Service Excellence (ISES), the score for the Republic's tourism sector dipped from last year by 3.5 points to 70 points on a 100-point scale. The scores were derived from drivers such as perceived quality, customer expectations and perceived value. In its sixth year, the survey - conducted between June and August - received 8,968 responses for satisfaction levels in the food and beverage (F&B) and tourism sectors. In the tourism sector, satisfaction levels for tourists fell to 72.6 points from 77.8 points last year. In contrast, locals' satisfaction levels rose to 70.2 points from 68.4 points last year. The hotel sub-sector registered the largest decline, dropping 4.4 points (5.9 per cent) to 70.1 points, despite the addition of the five-star hotel Marina Bay Sands to this year's survey. In particular, staff courtesy, food quality, room amenities and staff helpfulness received poorer ratings from tourists this year. ISES Academic Director Marcus Lee said that tourists' idea of what is considered "high quality service" may have changed. The key for businesses was not to over-deliver on service - a conventional strategy which companies tend to adopt - or try to lower expectations, but to simply understand customers' needs and wants. Said ISES Director Caroline Lim: "What the good or the high-performing companies did was they matched what customers were expecting." Meanwhile, the F&B sector saw a slight overall increase of 0.3 points in customer satisfaction levels to 67.7, a change the ISES said was not "statistically significant". The survey found customers had different expectations from different types of dining establishments. In food courts and fast-food restaurants, consumers placed emphasis on the quality of food, while in restaurants, they focused on the order-taking process and responsiveness of service staff to additional requests. As such, Ms Lim suggested that improving these services to increase satisfaction can be an alternative to increasing productivity rather than re-training workers or investing in machinery. "With the manpower controls, businesses are facing challenges in day-to-day operations or increasing generation of revenue," she explained. "They can work towards increasing satisfaction. Increased satisfaction leads to higher consumption and higher revenue, which in turn translates to higher productivity." by Woo Sian Boon 3 Dec 2012 "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

SINGAPORE - Customer service in the food & beverage (F&B) sectors generally met consumers' expectations, according to the latest Customer Satisfaction Index of Singapore (CSISG) 2012 Q3 survey conducted by the Institute of Service Excellence at the Singapore Management University (ISES). Scoring an overall 67.7 points - an improvement of 0.3 points from last year - on a 100-point scale, customer satisfaction increased in sub-sectors such as restaurants, cafes, food courts and fast food restaurants. However, the tourism sector fared significantly lower compared to last year, with a decline of 3.5-points to 70.0 points led by a decrease in satisfaction in the hotel sub-sector. Other sub-sectors such as attractions and travel agencies and tour operators also registered drops in points. Touchpoints which saw a significant drop in ratings include staff courtesy, food quality, room amenities and staff helpfulness. The survey also showed a converging gap between satisfaction levels of tourists and locals, with tourists' perceived quality and satisfaction declining year-on-year. Conducted between June to August, the survey had 8,968 responses from both locals and outgoing tourists, who were surveyed based on their perceived quality and satisfaction in both sectors. WOO SIAN BOON Dec 03, 2012 "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

SINGAPORE: A survey has found that tourists are less satisfied with the quality of goods and services in Singapore compared to the year before. The survey, done by Singapore Management University, saw a year-on-year drop in tourists' customer satisfaction levels. On a scale of 100, the tourism sector scored 70 points this year, down from 73.5 points in 2011. The survey polled some 2,500 tourists on their satisfaction levels with attractions, hotels and tour operators in Singapore. Hotels lead the dip in tourist satisfaction levels, with customer satisfaction levels dropping by 8.2 per cent. Satisfaction with tour operators, which include travel and ticketing agencies, fell by 6.5 per cent while attractions logged a 4.6 per cent drop. Attractions involved in the survey include Universal Studios Singapore, Sentosa and the Singapore Zoological Gardens, among others. The food and beverage sector scored 67.7 points, a marginal improvement of 0.3 points over 2011 results. On the whole, the survey found that tourists were more satisfied with the sector than locals. The poll also recommended that businesses not under-promise customers, in hopes of over-delivering. "Putting your resources to reduce expectation essentially lowers your competitiveness. So which then means… is it worthwhile to reduce expectation?" said Caroline Lim, director at the Institute of Service Excellence, Singapore Management University "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

By Richard Hartung 04:45 AM Aug 18, 2011 Bus transport, ranked lower than all other types of public transport except budget airlines in the most recent Customer Satisfaction Index of Singapore, is getting a review. Minister of Transport Lui Tuck Yew announced on his blog that he has "asked the Land Transport Authority (LTA) to do a comprehensive review of our current bus service levels". He also asked commuters to continue providing feedback to grassroots organisations and the LTA. Doing a review is a definite positive step. However, the same group that has been responsible for planning public transport so far is responsible for the review. An alternative, to provide broader input and to actually move the needle, could be to leverage expertise from around the world and use innovative ways to get feedback locally. Just as the Ministry of the Environment and Water Resources has a panel of experts to plan for floods, so could public transport benefit from similar skills. Singapore is not the only city that has faced challenges in public transport, so one approach could be to learn from other planning initiatives. When London reviewed its transport policy in 2005 and developed its Transport 2025 strategy, it utilised internal and external experts as well as demographic forecasts, transport modelling and analytics. The new policy was enhanced by submissions from 40 major stakeholder groups. Vancouver, Canada, followed a similar model when it revamped its transport management system a dozen years ago, drawing on experts to help develop a strategic plan and embracing consultation with stakeholders that Transit Canada said enhanced "the final outcome and end product". Using a model that engages internal and external experts as well as stakeholders could enhance our own review. In addition, leveraging innovative technology to collect commuter input can help ensure a better gathering of information. Carnegie Mellon University, for example, developed an iPhone application called Tiramisu that uses crowd-sourcing to obtain input on bus arrival times and crowding. Similar techniques here could enable commuters to let the LTA - and each other - know when busses arrive late, bunch together or are overcrowded. Transport games could also be a surprising source of information, and developer Andrew Nash says a game called Bus Meister that Vienna, Austria, financed uses "an online game, social networking and a wiki to teach people how to improve public transport" as well as for "involving people in the improvement process". Technologies like these, or others such as Gridlock Buster, could let planners source input more broadly. It is not that feedback mechanisms do not exist now. Indeed, the LTA says a team of 15 in its Feedback Division "pick up phone calls and sieve through thousands of emails" to "find solutions to problems and homes for new ideas". The Public Transport Council says that, in addition to operators' continuous tracking of actual performance of bus services, it "conducts multiple on-site audits or spot checks" to compare performance data with commuters' experience. Commuters still complain despite these measures, and the customer satisfaction index results show that commuters gave low ratings to the frequency and punctuality of bus arrivals. Using new channels to obtain input could generate better information. Along with leveraging expertise and gathering data better, considering the use of best practices could bring leading-edge ideas to Singapore. One example is Bus Rapid Transit (BRT) models, which use corridors for rapid travel by bus. Bogota, Colombia, used BRT to achieve a 32-per-cent reduction in commute times and a sharp jump in the number of commuters - then also saw the results unravel as policies changed, so it could provide an example of what works and what does not. The Institute for Transportation and Development Policy cites Guangzhou, China, as among "many gold-standard BRT systems" and Chicago is starting to use it too. While BRT may or may not work for Singapore, analysing its applicability and that of other leading-edge transport concepts for Singapore could help with improvements. There is a wealth of ideas and experience that transport regulators can tap into to improve bus transport. Beyond using existing source of information and organisations that have already worked on solutions, sourcing expertise or task force leadership globally and tapping into unconventional channels to generate ideas may well bring about greater results. Richard Hartung is a management consultant who has lived in Singapore since 1992. "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here

Commuters are more satisfied with the transportation and logistics sector in Singapore this year as they feel they get more value for money, according to the Institute of Service Excellence at the Singapore Management University. According to its annual Customer Satisfaction Index of Singapore (CSISG), satisfaction with this sector "increased significantly this year by 1.3 points to reach 70.0 points" after remaining stagnant for the last two years. The CSISG 2011, which releases the findings of several sectors every quarter, reports customer satisfaction score on a scale of 0 to 100, with the higher number representing better performance. Within the transportation and logistics sector, the budget airlines sub-sector showed the most notable increase in score, with the largest year-on-year increase of 6.2 points to 65.7 points. The public buses sub-sector came in second, rising by 5.3 points to score 66.4. Of the buses, SBS Transit buses experienced a spike in satisfaction compared to SMRT buses. The Institute said the combination of distance-based charging and the addition of more bus trips could have helped increase locals' satisfaction in value-for-money public buses. "Some time after the initial teething problems, the increase in local residents' perception of value-for-money with public buses seems to suggest that commuters have adjusted positively to this change," it said in a press statement. However, the study also found that regular bus commuters were less satisfied with the frequency and punctuality of bus arrivals compared to irregular commuters. For public buses and the MRT system, safety and security attributes also positively affect the satisfaction of commuters. However, the recent decision by the Public Transport Committee to allow an increase in bus and train fares have drawn the ire of Singaporeans, who found the increase unjustified. Satisfaction in private education sector up significantly The CSISG also found that commercial schools, consisting the private education sector, saw a significant increase of 9.5 points to reach a score of 64.5. This is a sharp reversal of the downward trend since 2009. The Institute said the higher satisfaction from commercial school students could be due to the enhanced regulations for private schools introduced in December 2009. Commercial schools include UniSIM, Singapore Institute of Management, MDIS, PSB Academy, Kaplan and others. The public education sector, which includes the National University of Singapore, Nanyang Technological University and Singapore Management University, did not fare too badly. Customer satisfaction went up from 65.8 points last year to 70.3 points. Results of the second quarter CSISG 2011 are based on data collected from a nationwide survey conducted between April and June 2011. Respondents were asked on their accumulated and actual experience with a business entity, including the respondent's expectations, perceived overall quality and value of the product/services. A total of 11,243 questionnaires on 442 companies were completed. "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here