Keeping more local customers satisfied
An SMU study shows that hotels and restaurants in Singapore drew higher ratings from local customers in Q3 2017
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THE taste of success has infused both the tourism and food and beverage (F&B) sectors in Singapore, as local customers' satisfaction ratings rose in relation to restaurants as well as hotels. Tourists' ratings remained statistically unchanged, while continuing to reflect higher ratings than locals.
Those were the findings from the 2017 third-quarter Customer Satisfaction Index of Singapore (CSISG) for the Food & Beverage and Tourism industries released by Singapore Management University's (SMU) Institute of Service Excellence (ISE) at the industry forum held on Nov 29.
The data, based on a study conducted between July and October this year, drew responses from 3,035 local residents and 3,865 tourists. It showed a marked increase in Singaporeans' satisfaction in both restaurants and hotels.
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