Customer satisfaction reaches new high in Singapore

Customer satisfaction in Singapore reached a new high last year, bolstered by the finance and insurance, and healthcare sectors.
Customer satisfaction in Singapore reached a new high last year, bolstered by the finance and insurance, and healthcare sectors. ST PHOTO: JAMIE KOH

SINGAPORE - Customer satisfaction in Singapore reached a new high last year, bolstered by the finance and insurance, and healthcare sectors.

The national score is 71.8 points out of a total of 100, 0.7 points higher than the second-ranked year, 2014.

In 2015, the score fell to 70.2.

Of 11 sectors measured, all but the logistics and and private education sectors registered statistically significant year-on-year increases.

The Institute of Service Excellence (ISE) at Singapore Management University announced the results for the Customer Satisfaction Index of Singapore (CSISG) on Wednesday (March 29).

ISE has conducted the annual survey since 2007.

Finance and insurance, and healthcare have been key in the overall scores.

Both registered a 2 per cent decline in 2015, leading to the national score dipping for the first time in four years.

Last year, both saw a 2 per cent increase.

ISE executive director Neeta Lachmandas said the finance and insurance sector "contributed substantially to the eventual national score" as the index is GDP-weighted.

This means the sectors that contribute more to Singapore's gross domestic product are given a higher weightage when measuring customer satisfaction.

Ms Lachmandas said qualities like responsiveness, empathy and assurance were important in the finance and insurance sector that is "highly relationship based".

Banks and restructured hospitals led the improvements within their sectors, registering a 2.5 and 2.0 per cent increase respectively.

In healthcare, while waiting time was singled out as the attribute with the poorest rating, the waiting experience was what significantly impacted perception of quality, said ISE head of research and consulting Chen Yongchang.

The 2016 CSISG polled 40,809 people and covered 1,245 companies.