Results from the latest Customer Satisfaction Index of Singapore (CSISG) recorded a 0.3 per cent dip in customer satisfaction scores across the various restaurants surveyed.
Caroline Lim, director of the Institute of Service Excellence (ISES) at Singapore Management University (SMU), which conducted the study, said that the drop in scores for restaurants was due to customer expectations being unmet.
Link:
http://www2.smu.edu.sg/news_room/smu_in_the_news/2012/sources/BT_20121127_4.pdf,...