Lau Pa Sat Festival Market was formerly known as Telok Ayer Market – now it is a popular catering place and a national historic landmark from Shutterstock.com

Consumers were more satisfied with the food and beverage (F&B) sector in the third quarter as satisfaction levels increased 4.4 per cent against the same quarter last year, according to the Customer Satisfaction Index of Singapore (CSISG).

The ability of service staff to meet special requests, explain menu items, as well as the order-taking process were said to be important in driving satisfaction. However, customers had lower expectations for service quality in the F&B sector amid constrained manpower at eateries.

The report was released by the Institute of Service Excellence (ISES) at the Singapore Management University, the same agency that said that the commuters are happier with the transport operators, satisfaction score for SBS Transit went up from 63.9 to 66.5 and for SMRT, the score went up from 61.5 to 66.3.

Read: MRT satisfaction survey could have used small numbers

Singapore citizens and PRs are interviewed at their homes, which are selected from a random address listing that matches the housing profile of Singapore resident population. While, departing tourists are interviewed at Changi Airport.

Each respondent answers up to 21 CSISG questions and about 24 touchpoint questions about a company they had recent experiences with. Typically 100-200 respondents per company would have answered the CSISG questionnaire and a total of 8,563 surveys were completed for the CSISG 2016 third-quarter study.

Ms Neeta Lachmandas, executive director of ISES, said, “Despite a general uptrend in customer satisfaction, we are seeing a decrease in expected quality among locals particularly in food courts, bars and pubs, as well as cafes and snack bars, possibly signalling a mindset adjustment within the manpower-constrained environment that businesses are operating in.”

“In the short term, it may seem that since consumer expectations are not high, performance is good and that it need not improve. But in the long run, it simply means customers will not come back as no one would want to patronise establishments where quality expectations are down,” she added.

Five sub-sectors in Food and Beverages are restaurants, fast food restaurants, cafes and bars, bars and pubs, and food court.

Fish & Co, Boon Tong Kee and Din Tai Fung were picked as top three restaurant in the country as reservation bookings, serving portions, and how long customers waited to be seated are the most important values.

McDonalds, Burger King, and Kentucky Fried Chicken were the top three in fast food restaurants sub-sector as the ambience, service staff, and order-taking process as the most important values.

Starbucks, Delifrance, and Coffee Bean & Tea Leaf bagged top three in the cafes and snack bars with order-taking process, ability to accommodate to special requests, and attentiveness of service staff as the most important differentiator.

Food Republic, Food Junction, and NTUC Foodfare were listed as top three in food court sub-sector. Quality of beverage, stall operator, and  quality of food were said to be the most important factors.

Within the tourism sector, satisfaction levels rose 2.4 per cent during the third quarter this year against the corresponding period last year. The attractions and hotels sub-sectors were said to be the important roles.

Sentosa, Singapore Zoo, and Universal Studios ranked highest as they are deemed to be easy to get around, clean, and the staffs have wide knowledge about the attraction.

Marina Bay Sands, Shangri-La and The Ritz-Carlton bagged top three as their attention of hygiene factors, hotel facilities, in-room amenities, Internet connectivity, efficiency of check-in and check-out processes as well as the ability to accommodate special requests among the key attributes exceed others.

Ms Neeta said, “The very definition of service is changing in the face of technological disruption and adoption. The traditional understanding of service in terms of staff responsiveness and customer-oriented dispositions, while still important, has now expanded to include a greater emphasis on service process design.”

Subscribe
Notify of
0 Comments
Inline Feedbacks
View all comments
You May Also Like

新型冠状病毒:本地确诊病例增至16起 包括一名国人

新加坡卫生部今日(31日)证实,截至今日下午2时,新型冠状病毒本地确诊病例再添三起,其中一位新确诊的患者,是我国47岁的本地妇女。 这使得本地确诊病例已累计16起。 昨日,一批92名滞留武汉的国民,乘坐酷航返回新加坡,上述妇女正是该批返国乘客之一。 卫生部称该妇女在乘机时未出现症状,但在抵达樟宜机场后,经医疗人员检测发现有发烧症状,便立即被送到国家传染病中心。 该名妇女在今日下午2时,被确诊患上新型冠状病毒。目前在该中心隔离。 另一确诊病例为31岁、持工作准证的中国男子。本月26日,他从湖北飞抵新加坡,当时未出现任何症状。 本月28日开始发病,在30日到诊所就诊,被送往国家传染病中心。 第16起病例,则是一名38岁中国男子,在22日抵达我国,并在今天(31日)下午2点确诊感染新型冠状病毒,目前在中央医院接受隔离治疗。  

URA launched two residential sites at Stirling Road and Lorong 1 Realty Park for sale by public tender

Urban Redevelopment Authority (URA) has announced that two plots of residential sites…

改控蓄意伤人获保释 豪杰大厦命案唯一女被告逃死劫

乌节路豪杰大厦(Orchard Tower)7月2日命案中,唯一女被告萧玉珍(22岁)的控状改为共谋蓄意伤人罪,获准以1万5000元保释。成功逃过死刑的她在听到有关消息后,激动地在庭上崩溃大哭起来。 据《今日报》周末报导指出,其代表律师Amarick Gill表示,萧玉珍于上周出庭前,并不清楚被传召的原因。 Amarick表示曾在两个月前,向女被告提到修改控状为将共谋蓄意伤人罪,且有关请求已经获得检方接受。 若萧玉珍的共谋蓄意伤人罪名成立,她将被判坐牢不超过两年,且罚款不超过5000元。 萧玉珍原先被控纠众谋杀罪,而在控状修改后,她被控和陈显扬(27岁)、陈洪成(22岁)和洪大源(26岁)一起对死者拳打脚踢,后三者目前仍被控谋杀罪。 案件将在本月25日过堂。 有关命案发生于今年7月2日清晨6时30分左右,死者是31岁的沙迪斯(Satheesh Noel s/o Gobidass)。…

MAS: Bank loans rose 0.2% in February due to increased business loans

In February, bank lending increased in the midst of COVID-19 spread. According…