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THE INSTITUTE OF
SERVICE EXCELLENCE A national initiative to raise Singapore's service
standards and promote a culture of service excellence

ISES CORPORATE SERVICES Capitalise on the CSISG as a strategic business tool to gain valuable
insights about customer satisfaction through our corporate services

CSISG 2012 Full Year Results Latest CSISG 2012 score for the entire year, including Finance & Insurance sectors

Working closely with government agencies and C-level business leaders, the Institute of Service Excellence at SMU (ISES) employs an integrated approach to service excellence and customer satisfaction that encompasses benchmarking, analysis, research, thought leadership, and industry engagement.

CSISG results

Results of the CSISG 2012

CSISG Q3 2012 Results (Food & Beverage and Tourism)

CSISG Q2 2012 Results (Education and Transport & Logistics )

CSISG Q1 2012 Results (Retail & Info-Communications)

Corporate Services

CSISG Subscription

The CSISG Subscription is a complimentary scorecard for employees of companies that are measured in the CSISG annual national study.

ISES Corporate Membership

The ISES Annual Corporate Membership caters to companies that are measured in the CSISG annual national study.

Executive Programs

ISES offers Executive Programs to foster the understanding of the CSISG Methodology and Service Experience Design.

ISES

Events & Media

Events

The CSISG Methodology and Capabilities Program 2013

21 May 2013

The ISES Service Experience Design Program

1 Feb 2013

The CSISG Methodology and Capabilities Program

17 Oct 2012

Media coverage

Tightening foreign labour policies forced service industry to embark on changes
2 May 2013

SMU Assistant Professor of Marketing (Practice) Marcus Lee commented on how SMEs in the service sector could improve on areas such as...

Care for a manicure before your meal?
21 Apr 2013

On why businesses offer seemingly non-core value-added services, SMU Assistant Professor of Marketing (Practice) Marcus Lee commented...

SMU Institute of Service Excellence and the Pudong Innovation Research Institute to raise competitiveness for Shanghai’s Zhangjiang Hi-Tech Park
12 Apr 2013

The Institute of Service Excellence at SMU (ISES) and the Pudong Innovation Research Institute signed a letter of agreement on Tuesday...

CSISG 2012

Q4 Release (Finance & Insurance and Healthcare) and Full Year Results Overview
» Executive Summary
» ISES Presentation Slides
Q3 Release (Food & Beverage and Tourism)
» Executive Summary
» ISES Presentation Slides
Q2 Release (Education and Transport & Logistic)
» Executive Summary
» ISES Presentation Slides

Q1 Release (Retail & Info-Communications)
» Executive Summary
CSISG 2011

Q4 Release (Finance & Insurance and Healthcare) and Full Year Results Overview
» Executive Summary
» ISES Presentation Slides

Q3 Release (Food & Beverage and Tourism)
» Executive Summary
» ISES Presentation Slides

Q2 Release (Education and Transportation & Logistic)
» Executive Summary
» ISES Presentation Slides

Q1 Release (Retail & Info-Communications)
» Executive Summary
» ISES Presentation Slides
CSISG 2010

Q4 Release (Finance & Insurance and Healthcare) and Full Year Results Overview
» Executive Summary
» ISES Presentation Slides

Q3 Release (Food & Beverage and Tourism, Hotels & Accommodation Services)
» Executive Summary
» ISES Presentation Slides

Q2 Release (Education and Transportation & Logistic)
» Executive Summary
» ISES Presentation Slides

Q1 Release (Retail & Info-Communications)
» Executive Summary
» ISES Presentation Slides
CSISG 2009

» Executive Summary

» First Three Quarter Executive Summary
CSISG 2008

» Executive Summary
CSISG 2007

» Executive Summary
ISES

» ISES Brochure
CSISG

» CSISG Brochure

ISES Membership Forms

» ISES Membership Order Form
» Agreement for ISES Membership