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OTC Insights™

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Service Quality Barometer™

For the very first time, Asia Insight will be publishing the 2005 cross-category benchmark study, the Service Quality Barometer™ , indicating customer satisfaction with service quality from over 20 different categories in Singapore .

Ranging from retails to restaurants, banks to bookstores, airline carriers to asset management companies, this landmark study offers an accurate and up-to-date source for internal and cross-categorical benchmarking.

The responses from this country-wide study will give you an overview of how service quality is perceived in more than 20 specific categories. Covering the vital aspects of customer service with regard to quality evaluation and service excellence, it will tell you where you stand amongst your competitors.

The Service Quality Barometer™ is THE service quality benchmark study in Singapore - a must read for all who take customer satisfaction seriously. The report will be made available later in the year.

Objectives

	To share information on customer expectations and requirements regarding various services features.
	To help companies to be more flexible and be able to quickly address service standards according to their customers' needs.
	To share best-practice examples for internal as well as external benchmarking.
	To share representative data regarding customer satisfaction and customer commitment level across various categories, to be used by senior management from marketing, sales, finance and budgeting, and service-quality management departments.
	To offer SWOT analysis for categories and brands.
	Ultimately, to improve overall customer satisfaction in Singapore, and make it more competitive against key competitors within the region as well as globally.

Project Details

The Service Quality Barometer™ will include the following categories:

•  Airline Carriers

•  Asset Management Companies

•  Auto Companies

•  Bakeries / Confectioners

•  Banks / Financial Institutions

•  Bookstores

•  Convenience Stores

•  Educational Institutions

•  Entertainment Outlets / Night Spots

•  Government / Statutory Boards

•  Hotels

•  Insurance Companies

•  Internet Service Providers

•  Mobile Phones Providers

•  Pharmacies

•  Postal / Courier Services

•  Public Transportation

•  Restaurants

•  Shopping Centres

•  Supermarkets

Project Features

	Solid market research set-up, with ensured transparency in all project levels; no black box approach, so you know what you get
	Solid sample size to allow for in-depth analysis on a sub-group and brand level.
	Various reporting options, from executive summary to detailed brand analysis.
	Value-added research insights to guide actionable next-steps.

Methodology

If you are interested to know more about the Service Quality Barometer™ , please contact us at marketing@AsiaInsight.com or call +65 6735 3788 for more information.