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FAQ

  1. What is the Customer Satisfaction Index of Singapore?
  2. Who is behind the CSISG?
  3. Why was a customer satisfaction index developed?
  4. Who benefits from the CSISG? How is the index used?
  5. How is the index constructed?
  6. How is CSISG data collected?
  7. How are company brands measured?
  8. How are the measured companies selected? Do they change over time?
  9. When are the CSISG results publicly released?
  10. Is the information behind measured company scores available?
  11. Can a company not included in the national study get its own customer satisfaction index?

 

  1. What is the Customer Satisfaction Index of Singapore?
    The Customer Satisfaction Index of Singapore (CSISG) is a measure of customer satisfaction in the Singapore economy. As a qualitative measure of customer satisfaction, the CSISG compliments the other traditional measures of economic output such as Gross Domestic Product (GDP), to provide a more holistic picture of the Singapore economy.
     
  2. Who is behind the CSISG?
    The CSISG was jointly developed by the Institute of Service Excellence at SMU (ISE) and the Singapore Workforce Development Agency (WDA). The CSISG methodology is essentially the localised version of the American Customer Satisfaction Index (ACSI), which was developed by the National Quality Research Centre (NQRC) at the University of Michigan.
     
  3. Why was a customer satisfaction index developed?
    The CSISG was developed as part of the GEMS movement to measure customer satisfaction and service quality in Singapore rigorously over time. This is in line with ISE's objective of raising service standard and promoting a culture of service excellence in Singapore.
     
  4. Who benefits from the CSISG? How is the index used?
    The CSISG benefits all organisations who want to improve their companies' current conditions by effectively allocating resources to maximise the strength of their customer relationships. The CSISG is a reliable diagnostic tool which identifies the most appropriate driver(s) of customer satisfaction, which in turn drives customer loyalty and sustainable profitability for the organisation. The CSISG methodology is also a robust benchmarking tool that will help determine competitive gaps between companies across sectors and sub-sectors.
    The CSISG benefits investors who need to understand the relationship between a company's current and future capacity to be sustainable and to generate wealth. Ultimately, a company who satisfies their customers' needs is being rewarded with repeated business from loyal customers, as well as new business from new customers.
     
  5. How is the index constructed?
    The CSISG uses a multi-equation, econometric model to estimate index score at company level, then aggregated to sub-sector, followed by sector level and finally to the national level using GDP as the sector weights.
     
  6. How is CSISG data collected?
    Data is collected using face to face interviews by qualified interviewers from marketing research firm. Customers of companies with significant revenue shares were sampled randomly (age 18 to 84) with the sample's demographic profile similar to that of the Singapore population. The respondent is asked questions about their cumulative experience from the use of products and services purchased within specified, recent time periods.
     
  7. How are company brands measured?
    Customer satisfaction is measured at holding company level. While a respondent identifies a specific brand during the interview, his/her responses are coded under the holding company that produces/carries the brand.
     
  8. How are the measured companies selected? Do they change over time?
    In the first year of measure, there were 31 sub-sectors with more than 50 companies measured in the CSISG. Within each sub-sector, companies are selected on the basis of the total sales and the measured companies represent a significant proportion of the overall market share of the industry. Individual companies are updated accordingly as their market position changes year-on-year or as a result of mergers and acquisitions. Industries are added with emerging services sub-sectors over time.
     
  9. When are CSISG results publicly released?
    CSISG was first published in April 2007 with the next annual release scheduled for release in April 2008. However for the subsequent release, CSISG company scores will be updated quarterly, on a rolling basis, with new data for one or more of the measured sectors of the economy replacing data collected the prior year.
     
  10. Is the information behind measured company scores available?
    Companies can subscribe to the CSISG to receive confidential information about themselves and industry competitors that will provide valuable insights on the drivers and outcomes of satisfaction. 
     
  11. Can a company not included in the national study get its own customer satisfaction index?
    Companies not included in the CSISG can obtain an index of their own. However this will not be part of the publicly released CSISG. These companies can engage ISE for CSISG Custom Research that will use the same methodology and their scores can be used to benchmark with the industry, and best-in-class companies across sectors and sub-sectors.

Last updated on 05 Apr 2017 .