Tourist satisfaction in F&B and tourism services have taken a significant dip according to the latest findings in the Customer Satisfaction Index of Singapore (CSISG).
Jointly developed by the Institute of Excellence at Singapore Management University and the Singapore Workforce Development Agency, CSISG serves as a national barometer of consumer satisfaction across various sectors and sub-sectors in Singapore’s services Industry. The results released yesterday are the third quarter findings of 2014.
It seems that tourist attractions and hotels took the biggest hit to the gut in regards to the opinion of their services. Tourists reported lower rates of satisfaction in elements such as room amenities, cleanliness, helpfulness of hotel staff and hotel food quality.
For both locals and tourists alike, attractions such as Universal Studios, Sentosa, Singapore Zoo and more fell below their expectations, with perceived quality falling way behind perceived value.
When it comes to the F&B industry, locals reported that they were happier with elements such as staff responsiveness, quality of food, seat waiting times having higher ratings as compared to last year.
Tourists however are not impressed at all about services in restaurants — it was a markedly reduced rating across all elements, with the quality of food being the biggest disappointment.
A total of 4,850 instances of face-to-face interviews were conducted with residents at their homes while 3,750 instances of interviews were held with departing tourists at Changi Airport.
Photo: John Blyberg via Flickr
Tourist satisfaction in F&B and tourism services have taken a significant dip according to the latest findings in the Customer Satisfaction Index of Singapore (CSISG).
Jointly developed by the Institute of Excellence at Singapore Management University and the Singapore Workforce Development Agency, CSISG serves as a national barometer of consumer satisfaction across various sectors and sub-sectors in Singapore’s services Industry. The results released yesterday are the third quarter findings of 2014.
It seems that tourist attractions and hotels took the biggest hit to the gut in regards to the opinion of their services. Tourists reported lower rates of satisfaction in elements such as room amenities, cleanliness, helpfulness of hotel staff and hotel food quality.
For both locals and tourists alike, attractions such as Universal Studios, Sentosa, Singapore Zoo and more fell below their expectations, with perceived quality falling way behind perceived value.
When it comes to the F&B industry, locals reported that they were happier with elements such as staff responsiveness, quality of food, seat waiting times having higher ratings as compared to last year.
Tourists however are not impressed at all about services in restaurants — it was a markedly reduced rating across all elements, with the quality of food being the biggest disappointment.
A total of 4,850 instances of face-to-face interviews were conducted with residents at their homes while 3,750 instances of interviews were held with departing tourists at Changi Airport.
Photo: John Blyberg via Flickr