Customer Satisfaction Index of Singapore 2022: National Scorecard

• Main Author: Institute of Service Excellence, SMU
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2022
• Subjects: Customer satisfaction; Singapore; industry; service excellence; Asian Studies; Marketing
• Online Access: https://ink.library.smu.edu.sg/ises_research/78; https://ink.library.smu.edu.sg/context/ises_research/article/1085/viewcontent/2022_Full_Year_Scorecard_national.pdf
• Institution: Singapore Management University

This scorecard summarises the results of the CSISG 2022 satisfaction scores at the national, sector, sub-sector, and company levels. CSISG scores are generated based on the econometric modelling of survey data collected from end-users after the consumption of products and services. Company scores (in black) are weighted based on a separate incidence study. This incidence study helps determine each company’s sample profile and the local-tourist weights. Sub-sector scores (in blue) are derived as a weighted average of company scores, in proportion to the local and tourist incidence interactions with the constituent companies. Sector scores (in gold) are derived by aggregating the sub-sector scores proportionately to each sub-sector’s revenue contributions.