In its mission to raise service levels in Singapore, the Institute of Service Excellence at SMU (ISE) has 3 key areas of focus:
For benchmarking and comparative analysis, Objective benchmarking and measuring of service standards are critical for the monitoring and improvement of customer satisfaction levels. One of the inaugural projects initiated by the Institute of Service Excellence, jointly with Singapore Workforce Development Agency, is the Customer Satisfaction Index of Singapore (CSISG) the first annual measure of customer satisfaction cutting across different sectors and sub-sectors in Singapore. The Institute of Service Excellence measures and benchmarks customer satisfaction levels over time, to provide a rigorous, objective and comprehensive assessment of Singapore's service levels.
For research and thought leadership, ISE by engaging in timely and relevant research on service excellence, the Institute of Service Excellence facilitates businesses in their efforts to develop service strategies, innovative business solutions and raise service standards. Research by the Institute of Service Excellence is cross-disciplinary and largely contextualised in Singapore and Asia for the service industries.
For Industry engagement, ISE taps into industry and business leaders for their insights and feedback via forums, dialogues, leadership plenary sessions and masterclasses. The objective is to synergise industry knowledge and the research capabilities of Singapore Management University to develop tools and innovative strategies that will sharpen the service sector's competitive edge.
Submissions from 2020
CSISG fieldwork methodology whitepaper, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2019: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2019
Customer Satisfaction Index of Singapore 2019: Q3 Results, Institute of Service Excellence, SMU
Augmenting healthcare, Wai Mun LIM
Creating conversations, Sharon TAN
Getting personal, Ching Yann HO
Handmade with love, Anna LIM
Navigating conversational flows, Abhilash MURTHY
Practising empathy, Kate LOW
Repackaging convenience, Min Ling LEOW
Scaling for the masses, Junting ANG
Service for millenials, Joan CHANG
Unpacking a sustainable concept, Florence TAY
Customer Satisfaction Index of Singapore 2019: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2019: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2018: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2018
Customer Satisfaction Index of Singapore 2018: Q3 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2018: Q2 Results, Institute of Service Excellence, SMU
Building a better business with retention policies, Richard HUGGINS
Creating a customer-centred brand, Amira GENEID
Customer Satisfaction Index of Singapore 2018: Q1 Results, Institute of Service Excellence, SMU
Designing small successes, Edwin LOW
Dressing the future, Christopher HALIM and Raena LIM
Foreword [June 2018, issue 2], Neeta LACHMANDAS
Inventive solutions, Alson TEO
Investing in service, Andre HUBER
Passion made practical, Declan EE
Pursuing quality, Zara SALAHUDDIN and Arif SALAHUDDIN
Reframing dining, Hsin Yao CHENG
Selling service in retail, Sharon WONG
Customer Satisfaction Index of Singapore 2017: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2017
Creating meaning in work, Eunyce YAP and Joanna LAM
Customer Satisfaction Index of Singapore 2017: Q3 Results, Institute of Service Excellence, SMU
Elemental connections, Silas LEE
Growing together, Shannon ONG and Mike FOO
How to design for your customers, Selma BAMADHAJ and Nur RULHUDA
It takes two, Faye SIT and Ernest TING
Paying it forward, Joshua SIM
Serendipitous stylings, Yi Lian NG
Sustaining Singapore’s stories, Edmund WEE
The future of local food, Eng Su LEE
Customer Satisfaction Index of Singapore 2017: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2017: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2016: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2016
Customer Satisfaction Index of Singapore 2016: Q3 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2016: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2016: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2015: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2015
Customer Satisfaction Index of Singapore 2015: Q3 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2015: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2015: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2014: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2014
Customer Satisfaction Index of Singapore 2014: Q3 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2014: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2014: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2013: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2013
Customer Satisfaction Index of Singapore 2013: Q3 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2013: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2013: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2012: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2012
Customer Satisfaction Index of Singapore 2012: Q3 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2012: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2012: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2011: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2011
Customer Satisfaction Index of Singapore 2011: Q3 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2011: Q2 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2011: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore 2010: Full Year Overview, Institute of Service Excellence, SMU
Submissions from 2010
Customer Satisfaction Index of Singapore 2010: Q3 Results, Customer Satisfaction Index of Singapore 2010: Full Year Overview
Customer Satisfaction Index of Singapore 2010: Q2 Results, Customer Satisfaction Index of Singapore 2010: Full Year Overview
Customer Satisfaction Index of Singapore 2010: Q1 Results, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore: Executive Summary 2009, Institute of Service Excellence, SMU
Submissions from 2009
Customer Satisfaction Index of Singapore: First Three Quarters Executive Summary 2009, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore: Executive Summary 2008, Institute of Service Excellence, SMU
Submissions from 2008
Customer Satisfaction Index of Singapore: The Singapore Management University Subscription Report 2008, Institute of Service Excellence, SMU
Customer Satisfaction Index of Singapore: Executive Summary 2007, Institute of Service Excellence, SMU