Customer Satisfaction Index of Singapore 2010: Q1 Results

• Main Author: Institute of Service Excellence, SMU
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2010
• Subjects: Customer satisfaction; Singapore; industry; service excellence; Asian Studies; Sales and Merchandising
• Online Access: https://ink.library.smu.edu.sg/ises_research/45; https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1042&context=ises_research
• Institution: Singapore Management University

Transiting to a quarterly release, the Customer Satisfaction Index of Singapore (CSISG) has completed its first round of measurement for the Retail and Info-Communications sectors. Annually, CSISG currently measures 8 key economic sectors of Singapore with company, sub-sector, and sector results of two economic sectors released each quarter. The national score for 2010 will be updated in January 2011. CSISG company scores are generated based on face-to-face interviews with companies’ customers after the consumption of their products and services. Company scores in a sub-sector are then aggregated up in proportion to their revenue contributions to derive each sub-sector score. Similarly, sub-sector scores are aggregated up in proportion to their revenue contributions to derive the sector score.