Customer satisfaction at highest level in a decade

Customer satisfaction in Singapore hit its highest level in a decade last year, according to statistics released yesterday.

The Customer Satisfaction Index of Singapore hit 72.9 points out of 100 - its highest since the Institute of Service Excellence (ISE) at Singapore Management University set up the index in 2007.

The index was 1.1 points up on 2016, driven by strong fourth-quarter performances in the finance & insurance and healthcare sectors. Bank customers surveyed gave high scores for digital banking channels, such as online and mobile. Almost 90 per cent of digital banking users surveyed were aged 18 to 49.

In the healthcare sector, scores were up from 2016 for waiting times at restructured hospitals, polyclinics and private hospitals. However, they remained low for waiting times for medical tests and seeing a doctor.

Mr Chen Yongchang, the ISE's head of research and consulting, said: "Rather than being merely a comfortable holding area, waiting rooms could be transformed into patient education centres that can teach patients how to improve their health outcomes."

The index polls consumers in different sectors in each quarter.

The fourth-quarter study polled a total of 9,585 respondents from October 2017 to January 2018.

A total of 30,135 respondents were surveyed throughout 2017.

A version of this article appeared in the print edition of The Straits Times on March 29, 2018, with the headline 'Customer satisfaction at highest level in a decade'. Print Edition | Subscribe