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Singapore tourism, F&B sectors perform better in customer satisfaction index

Tuesday, November 29, 2016 - 17:01

CUSTOMER satisfaction rose for Singapore's food & beverage (F&B) and tourism sectors in Q3 16, according to the Customer Satisfaction Index of Singapore (CSISG).

According to the report, which was released by the Institute of Service Excellence (ISES) at the Singapore Management University, the tourism sector saw a 1.7 point increase to 71.1 points, while the F&B score rose 2.98 points to 70.1 points.

Under the tourism sector, the attractions sub-sector turned in a better performance of 72.8, up 2.53 points. Within the sub-sector, Sentosa reported a higher score this year at 74.3, up 2.76 points.

The scores for other sub-sectors such as hotels and travel & tour services showed no significant change.

Meanwhile, under the F&B sector, bars and pubs reported a score of 72.7, or 3.75 points higher, while the score for food courts edged up 2.74 points to 69.2.

Executive director of ISES, Neeta Lachmandas said: "Despite a general uptrend in customer satisfaction, we are seeing a decrease in expected quality among locals particularly in food courts, bars and pubs as well as cafes and snack bars, possibly signalling a mindset adjustment within the manpower-constrained environment. A continued decline in expected quality may have adverse effects on repurchase intentions in the future."

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