Ms Neeta Lachmandas and Mr Chen Yongchang share how the Institute of Service Excellence (ISE) has helped to shape the service landscape in Singapore by benchmarking and measuring customer satisfaction with the Customer Satisfaction Index of Singapore (CSISG), cutting across 8 sectors and 28 sub-sectors of the services industry of Singapore.
Ms Neeta Lachmandas is the Executive Director of the Institute of Service Excellence at SMU. She leads the Institute in driving forward its mission to raise service levels in Singapore through three key areas of focus: benchmarking and comparative analysis using customer satisfaction data analytics, research and though leadership, and industry engagement.
Mr Chen Yongchang is Head of Research and Consulting at ISE. He holds a Masters of Science in Applied Economics from the School of Economics and a Bachelor of Business Management for the Lee Kong Chian School of Business from Singapore Management University.
About the Customer Satisfaction Index of Singapore:
The Customer Satisfaction Index of Singapore (CSISG) is a landmark study that computes customer satisfaction scores at the national, sector, sub-sector, and company levels with the intent of producing a rigorous, objective and comprehensive assessment of Singapore's service levels. Given that the CSISG is the only national customer satisfaction measurement tool with cross sector capabilities, ISE is able to provide organisations with exclusive benchmarking insights about customer satisfaction as well as use predictive analytics and regression models to pinpoint drivers that would deliver the most impact.
About the Institute of Service Excellence (ISE) at Singapore Management University:
The Institute of Service Excellence was jointly set up by Singapore Management University and Singapore Workforce Development Agency (now Workforce Singapore) in July 2007 to elevate service levels and promote a culture of service excellence in Singapore. Working in close collaboration with government agencies and business leaders, ISE champions service excellence through an integrated approach that encompasses benchmarking and analysis, research and thought leadership, as well as industry engagement.
For more information, please visit: [ Ссылка ]
Produced by:
Office of Integrated Information Technology Services (IITS)
Singapore Management University
Copyright © 2017 Singapore Management University. All rights reserved.
#SMUResearch
Service Excellence | SMU Research
Теги
SMUSingaporeWDAISEInstitute of Service Excellenceserviceexcellencecustomer satisfactionbenchmarkinganalysisresearchthought leadershipindustry engagementstandardsimprovementservice sectorsCSISGservice strategiesinnovationbusiness solutionstransportationretaile-commercescoreseducationtourismnational barometernationalindustriesimpactoverall satisfactioneconometricsconsumption experiences
