Channel NewsAsia
Updated: 03/28/2014 13:19 | By Channel NewsAsia

Customer satisfaction hits highest levels in seven years

Customer satisfaction hits highest levels in seven years


Customer satisfaction hits highest levels in seven years

SINGAPORE: Customer satisfaction in Singapore hits its highest levels in seven years, according to the Customer Satisfaction Index of Singapore.

On a scale of 0 to 100, the index inched up to 70.7 points, a 1 per cent increase over 2012.

This is a record high since the index was first used in 2007.

The index is measured by the Institute of Service Excellence (ISES) at the Singapore Management University.

Two sectors -- finance and insurance, and healthcare -- registered a decline, compared to the other seven sectors that are tracked in the index.

The other sectors include food and beverage, info-communications, and transport and logistics.

The index for the finance and insurance sector registered a 3.6 per cent decrease from 2012, while the healthcare sector registered a 2 per cent dip.

For healthcare, the ISES said the data also showed that consumers' perception of value has dropped.

Ms Caroline Lim, director of ISES at SMU, said: "Perceived value is not just a measure of price. It is a measure of price given quality, quality given price.

"So in healthcare specifically, what we saw was there's a significant decline in perceived value, which means to say that if a healthcare provider raises prices, I have to raise my overall perceived quality at the same time, to give the customer the perception that I'm paying more, but I'm getting more quality as well.

"So perceived value cannot be just treated as raising prices at the expense of quality. Quality has to increase at the same time."   - CNA/nd/de

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