Publication Type
Report
Publication Date
8-2010
Abstract
The Institute of Service Excellence at Singapore Management University rolled out the Customer Satisfaction Index of Singapore for companies in 8 key economic sectors in 2007. 2010 marks the introduction of a quarterly measure-and-release system. Each quarter, end-users of companies from two economic sectors are surveyed. The results are estimated and analysed for release in the same quarter. The national score will be released in the first quarter of the following year. Sectors measured in the second quarter of 2010 are Transportation & Logistics and Education. CSISG company scores draw upon face-to-face interviews with consumers of the companies’ products and services. Sub-sector scores are derived as a weighted average of company scores, in proportion to the revenue contributions of Companies. Sector scores are derived in a similar fashion, aggregating the sub-sector scores proportionally to each sub-sector’s revenue contributions.
Keywords
Customer satisfaction, Singapore, industry, service excellence
Discipline
Asian Studies | Education | Transportation
Research Areas
Marketing
Publisher/Conference
Institute of Service Excellence
Copyright Owner and License
Singapore Management University
This work is licensed under a Creative Commons Attribution-NonCommercial-No Derivative Works 4.0 International License.
Citation
Customer Satisfaction Index of Singapore 2010: Full Year Overview.
Customer Satisfaction Index of Singapore 2010: Q2 Results. (2010). 1-7.
Available at: https://ink.library.smu.edu.sg/ises_research/44
Included in
Asian Studies Commons, Education Commons, Transportation Commons