Singapore service standards still lag behind

SINGAPORE - While figures show that service standards in Singapore have improved over the last three years, businesses acknowledged Singapore still lagged behind other countries in satisfying customers, and there is room for improvement.

Under the customer satisfaction index of Singapore, the retail sector scored 72.1 last year versus 69.9 in 2008.

The food and beverage (F&B) sector, which includes nightspots, scored 69.5 last year, compared to 68.2 in 2008.

From left: Mr Andrew Ing, Ms Aw Kah Peng and Mr Pankaj Tandon.

Mr Andrew Ing, chief operating officer from St James Holdings, which owns Movida, was reported as saying that schemes like the Singapore Service Star, awarded by STB, will help to improve standards by recognising businesses providing good service.

Despite the labour shortage, he felt service was improving,

Also, he pointed out that the influx of foreign workers in the service industry did not mean a drop in service standards if employees were deployed correctly. "I have staff from China but I don't put them in an English-speaking outlet, I put them in my Chinese outlets," he said.

Foreign workers here have also had a positive effect, he said, citing the Filipinos, whose good service culture has rubbed off on his local employees here.

ORIGINAL SOURCE

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