Institute of Service Excellence at SMU

05/12/2022

Here's the CNA interview with our Executive Director, Ms Neeta Lachmandas, Singapore Management University. Neeta shared some customer insights for the F&B sector from the Customer Satisfaction Index of Singapore ( ) Results Release last Friday.

Click here to watch: https://youtu.be/VimcGl8oTy8

A study on the F&B sector has suggested that a happier customer is probably one using dining deals from an online platform. The Institute of Service Excellen...

15/11/2022

Here's a recap for our last Food & Beverage and Tourism scores.

We will be announcing the CSISG 2022 Q3 scores on 2 Dec 2022, Friday, 10am via our webinar.

Join us, if you have not registered at https://events.r20.constantcontact.com/register/eventReg?oeidk=a07ejguuv8480070dd0&oseq=&c=&ch=.

30/09/2022

We announced the 2022 Customer Satisfaction Index of Singapore ( ) research findings for the Land Transport sector on 28 Sep 2022.

Public buses and the MRT maintained their customer satisfaction score at 2021 levels while students, housewives, retirees and the unemployed are significantly less satisfied with using taxis and private-hire services to get around in 2022 than they were in 2021.

Ms Neeta Lachmandas Sakellariou said the scoring for taxis and private-hire cars would have been affected by the smaller number of such vehicles on the road and the higher fees charged by the operators.

Read more here: https://www.straitstimes.com/singapore/transport/students-housewives-and-retirees-are-less-satisfied-with-taxis-and-private-hire-cars-study #:~:text=Online%20interviews%20were%20conducted%20with,decrease%20of%205.8%20per%20cent

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The level of satisfaction among the non-working commuters for taxis and private-hire cars fell 5.8 per cent from 2021. Read more at straitstimes.com.

20/09/2022

Given the increase in ridership on MRT and public buses as we progressively resume our social and economic activities, do you think that satisfaction with our public transport will be better or poorer this year?

Join us as we announce the Customer Satisfaction Index of Singapore (CSISG) Q2 Results for Land Transport on 28 Sep, Wed at 10am.

Sign up here if you have not done so!
https://events.r20.constantcontact.com/register/eventReg?oeidk=a07ejde9g974991343d&oseq=&c=&ch=

18/08/2022

Join our Human Capital Leadership: Leading a Digital-Ready Workforce for Customer Centricity workshop on 15 & 16 Sep where team leaders, managers, and middle to senior level executives will be equipped with the right knowledge and tools for building a digital-ready and customer-centric culture.

Learn from Ms Amy BC Tan Tan, Director of the Centre for Organisational Effectiveness, whose 20 years of experience will provide you with the skills and industry insight you need to become an effective human capital developer.

More details at https://academy.smu.edu.sg/human-capital-leadership-leading-digital-ready-workforce-customer-centricity-2171 or call us at 6828 0111.

11/08/2022

Congratulations Alice Eunhyoo Lim for achieving your Advanced Diploma in Service Excellence! It must had been an unforgettable one, having attended the workshops physically in Singapore, online and even when you are in Korea!

At ISE, we also enjoy interacting with our learners and seeing them exchange their experiences and tips to a common work challenge during the workshops.

Join our community and attain certifications while sharpening your skills sets. More details can be found at https://ise.smu.edu.sg/programmes/skillsfuture-series-certification or call us at 6828 0111 now.

04/08/2022

We finally conducted our Customer Loyalty: Gaining Insights from Consumer Psychology and Behavioural Science at Carlton Hotel Singapore earlier this week, after a long while. Kudos to Prof Sungjong Roh, Ph.D. for an informative and engaging workshop!

"Prof Roh delivered everything we need to know and it was a good class."

"Very applicable to real work situations."

If you have enjoyed this, you may also like to sign up for Machine Learning: How to Perform Predictive Analytics and Deploy to Interactive Dashboards scheduled for 2-4 Nov 2022. Prof Roh will guide you on how to harness the predictive power of data to make data-driven decisions at work using computational programming in R, and deploy the analytic results into an interactive dashboard, Shiny.

Find out more at https://academy.smu.edu.sg/machinelearningpredictiveanalytics or call us at 6828 0111.

15/07/2022

Join our Data Analytics: Harnessing Data for Quality Service Delivery, Value Enhancement & Outcomes workshop on 2 & 3 Aug where participants will be equipped with the knowledge and skills needed to transform data into useful insights for quality service delivery, improve customers’ perceived value, and advance business outcomes. Be exposed to relevant frameworks to support the development of better strategies through data analysis.

Check out the game-changing experiences of our participants:

“Foundational concepts were explained well and the Q&A during sessions were excellent!”

“I now have a better understanding of the application of data analytics.”

“The workshop provides good understanding of the various data modelling and the appropriate statistical tools and enhances my understanding of survey results/reports.”

Click here for more information https://academy.smu.edu.sg/data-analytics-harnessing-data-quality-service-delivery-value-enhancement-outcomes-2201 or call us at 6828 0111.

07/07/2022

Following our CSISG 2022 Q1 Results Announcement on and yesterday, The Straits Times managed to speak to Sheng Siong Supermarket, Uniqlo Singapore and StarHub on topping the various subsectors.

4,800 local consumers were polled between January and April this year. Read more at straitstimes.com.

06/07/2022

We have just announced the 2022 Customer Satisfaction Index of Singapore (CSISG) results for the Retail and Info-communications Sectors! Thank you to everyone that joined us this morning.

Congrats to the following companies that scored the highest for each measured sub-sector:

Fashion Apparels: Uniqlo Singapore
Departmental Stores: Takashimaya Shopping Centre
Supermarket: Sheng Siong Supermarket
E-commerce: Zalora Singapore

Video Streaming Services: Disney+
Mobile Telecom: StarHub
Broadband: Singtel
PayTV: StarHub

You may access our presentation slides, scorecard, and press releases at the following link: https://ise.smu.edu.sg/csisg/past-result

If you have any questions about the result or will like to find out more about the CSISG, drop us an email at [email protected]!

28/06/2022

In the latest retail scene, we see i12Katong Mall reopening after a two-year revamp, leveraging on technology to provide more customised and convenient experience for their shoppers.

Among the new features and innovations is a fully automated storefront called Bistro Bytes, where shoppers can mix and match orders from a selection of F&B providers, and pick up their food a few minutes later from automated lockers.

Join us for our Customer Satisfaction Index of Singapore (CSISG) 2022 Q1 Results Announcement on Retail and Info-communications on 6 Jul, where we announce the scores and business insights of these sectors.

Sign up here if you have not done so: https://events.r20.constantcontact.com/register/eventReg?oeidk=a07ej94p53he052996d&oseq=&c=&chhttps://lnkd.in/d2jHrDwx



https://www.straitstimes.com/singapore/consumer/i12-katong-reopens-after-two-year-revamp-with-co-working-spaces-automated-fb-concept

The six-storey mall will have over 150 retail and F&B stores opening progressively. Read more at straitstimes.com.

28/06/2022

Machine learning is the science of getting computers to act without being explicitly programmed. Harness the predictive power of data at work to help make data-driven and data-informed strategic decisions on customers.

Join us from 6 to 8 Jul for our Machine Learning: How to Perform Predictive Analytics and Deploy to Interactive Dashboards workshop and learn from Prof Sungjong Roh, Ph.D. a recipient of multiple excellence teaching awards. Be guided on the principles of predictive analytics, with examples (applications) and also hands-on programming, where you will get to modify parts of a given script.

Click here for more information https://academy.smu.edu.sg/machinelearningpredictiveanalytics or call us at 6828 0111, limited seats left!