How customer satisfaction is measured

THE Customer Satisfaction Index of Singapore (CSISG) measures customers' cumulative satisfaction with companies. The scores are generated based on the econometric modelling of survey data collected from end-users after the consumption of products and services.

Sub-sector scores are derived as a weighted average of company scores, in proportion to the revenue contributions of companies.

Sector scores are derived in a similar fashion, aggregating the sub-sector scores proportionately to each sub-sector's revenue contributions.