Customer Satisfaction Index of Singapore 2010: Q2 Results

• Main Author: Customer Satisfaction Index of Singapore 2010: Full Year Overview
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2010
• Subjects: Customer satisfaction; Singapore; industry; service excellence; Asian Studies; Education; Transportation
• Online Access: https://ink.library.smu.edu.sg/ises_research/44; https://ink.library.smu.edu.sg/cgi/viewcontent.cgi?article=1043&context=ises_research
• Institution: Singapore Management University

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.