Ms Lachmandas said that in finance and insurance, the study found that qualities such as responsiveness, empathy, and assurance were key differentiators which these companies should focus on.
Mr Chen said that in the credit cards sub-sector, contact centres were identified as the channel that customers engaged with the most, but were least satisfied with. Service related issues customers raised included response time, staff attitude and handling of fee waivers.
IN A significantly positive development for the Singapore economy, customer satisfaction has hit an all-time high in the country. This is despite the complaints over slips in customer service that are voiced by some sections of the public from time to time.