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CSISG 2016 Q3 RESULTS Food & Beverage and Tourism

INSTITUTE OF

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CSISG Methodology

3

Customer Satisfaction

CSISG (Scale of 0-100)

1. Overall Satisfaction 2. Ability to Meet Expectations

3. Similarity to Ideal

The CSISG Score

Qn. Overall Satisfaction Qn. Ability to Meet Expectations Qn. Similarity to Ideal

CSISG Structural Model For Q3 Sectors

Qn. Repurchase Intention Qn. Price Tolerance

Qn. Complaint Behaviour

Qn. Perceived Product Quality Qn. Perceived Product Customisation Qn. Perceived Product Reliability

Qn. Perceived Service Quality Qn. Perceived Service Customisation Qn. Perceived Service Reliability

Perceived Service Quality

Perceived Product Quality

Customer Expectations

Perceived Overall Quality

Perceived Value

Customer Satisfaction

Customer Complaints

Customer Loyalty

Qn. Price / Quality Qn. Quality / Price

Qn. Expected Overall Quality Qn. Expected Customisation Qn. Expected Reliability

4

Overview of the CSISG Main FieldworkSingapore citizens and PRs are interviewed at their homes.

Homes are selected from a random address listing that matches the housing profile of Singapore resident population.

Departing tourists are interviewed at Changi Airport.

(Applicable to all sub-sectors except Online Travel Agencies)

Typically 100-200 respondents per company would have answered the CSISG questionnaire.

Each respondent answers up to 21 CSISG questions and about 24 touchpoint questions about a company they had recent experiences with.

5

6

Sectors Covered F&B Tourism

Survey Period Jul to Oct 2016

Total Questionnaires Completed 8,563

Face-to-Face (Locals) 4,121

Tourists at Changi Airport 4,442

Distinct entities measured 59

Entities with published scores 631

CSISG 2016 Q3 Quick Facts

7

CSISG 2016 Q3 Sub-sectors

F&B Sector

• Restaurants

• Fast Food Restaurants

• Cafes & Snack Bars

• Bars & Pubs

• Food Courts

Tourism Sector

• Attractions

• Hotels

• Travel & Tour Services

• Online Travel Agencies NEW

REVISED

REVISED

Note: • Restaurants sub-sector was measured at holdings level prior to 2016. From 2016, Restaurants sub-sector is

measured at company level. • Hotels sub-sector was evaluated by both Locals and Tourists prior to 2016. From 2016, Hotels sub-sector is

evaluated only by Tourists. As scores are not directly comparable, no year-on-year comparisons will be made.

8

Overview of Score Calculation

Company Score

Sub-Sector Score

National ScoreSector Score

Incidence Study• Identify companies with highest

interactions with locals and tourists. • Locals surveyed door-to-door. • Tourists surveyed at Changi Airport. • DOS population and STB Visitor

Arrival data used to further identify proportion of locals and tourist customers.

Local & Tourist Weights

Company Weights

GDP Contribution Weights

• Identify GDP contribution of each sub-sector to its respective sector.

• Identify GDP contribution of each sector to the total GDP of sectors measured in the CSISG.

1 2 3 4

DOS GDP Data

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CSISG 2016 Q3 RESULTS

10

CSISG 2016 Results Overview: F&B

2016 Q3 SCORES FOOD & BEVERAGE AND TOURISM

The sparklines indicate the satisfaction score of their respective sectors, sub-sectors and companies over the past few years.

statistically significant increase in customer satisfaction from 2015 to 2016

statistically significant decrease in customer satisfaction from 2015 to 2016

no significant year-on-year change in customer satisfaction score

This chart summarises the results of the CSISG 2016 satisfaction scores in the Food & Beverage, and Tourism sectors at the sector, sub-sector and company levels. Tracking of scores for Restaurants and Hotels sub-sectors will start from 2016 due to revision of survey methodology.

The sector scores (in gold) represents a weighted average of their respective sub-sector scores (in blue). Satisfaction scores for sub-sectors with individual company scores are weighted averages of these individual company scores.

All scores displayed are accurate to one-decimal place. Entities are presented in decreasing levels of satisfaction.

* Companies indicated with an asterisk(*) are companies that have performed significantly above their sub-sector average.

* Sub-sectors indicated with an asterisk(*) are sub-sectors that have performed significantly above their sector average.

71.1 Tourism

72.8 Attractions*74.3 Sentosa73.3 Singapore Zoo73.1 Universal Studios72.8 S.E.A. Aquarium72.6 Jurong Bird Park72.3 River Safari72.2 Night Safari72.1 Gardens By The Bay71.2 MBS Skypark71.1 Adventure Cove70.1 Singapore Discovery Centre70.5 Other attractions

72.5 Hotels*77.2 Marina Bay Sands*75.6 Shangri-La*74.9 The Ritz-Carlton*73.9 Marina Mandarin73.9 Pan Pacific Singapore73.6 Swissotel the Stamford73.3 Mandarin Orchard73.0 Grand Hyatt67.8 Hotel 8166.8 Fragrance Hotel72.5 Other hotels

68.7 Travel & Tour Services

67.7 Online Travel Agencies

70.1 Food & Beverage

72.7 Bars & Pubs*

70.7 Fast Food Restaurants72.3 McDonalds71.0 Burger King70.4 KFC69.5 Mos Burger68.8 Subway67.9 Other fast food restaurants

70.7 Cafes & Snack Bars72.7 Starbucks72.2 Delifrance70.2 Coffee Bean & Tea Leaf70.1 Ya Kun69.6 Toast Box68.6 Other cafes and snack bars

69.8 Restaurants71.7 Fish & Co 71.4 Boon Tong Kee 71.3 Din Tai Fung 71.2 Sushi Tei71.1 Tung Lok Signatures70.9 Crystal Jade Kitchen 70.8 Dian Xiao Er 70.6 Pizza Hut 70.4 Thai Express 70.2 Swensen’s 70.1 Manhattan Fish Market 70.1 Jack’s Place 70.1 Aston’s70.0 Nando’s70.0 Ajisen Ramen 69.8 Sakae Sushi 69.7 Crystal Jade La Mian Xiao Long Bao 69.6 Seoul Garden 69.3 Xin Wang Hong Kong Cafe 68.3 Imperial Treasure Noodle & Congee 68.0 Other restaurants 69.2 Food Courts70.6 Food Republic70.5 Food Junction70.0 NTUC Foodfare68.7 Kopitiam67.9 Koufu66.4 Other food courts

2016 Q3 SCORES FOOD & BEVERAGE AND TOURISM

The sparklines indicate the satisfaction score of their respective sectors, sub-sectors and companies over the past few years.

statistically significant increase in customer satisfaction from 2015 to 2016

statistically significant decrease in customer satisfaction from 2015 to 2016

no significant year-on-year change in customer satisfaction score

This chart summarises the results of the CSISG 2016 satisfaction scores in the Food & Beverage, and Tourism sectors at the sector, sub-sector and company levels. Tracking of scores for Restaurants and Hotels sub-sectors will start from 2016 due to revision of survey methodology.

The sector scores (in gold) represents a weighted average of their respective sub-sector scores (in blue). Satisfaction scores for sub-sectors with individual company scores are weighted averages of these individual company scores.

All scores displayed are accurate to one-decimal place. Entities are presented in decreasing levels of satisfaction.

* Companies indicated with an asterisk(*) are companies that have performed significantly above their sub-sector average.

* Sub-sectors indicated with an asterisk(*) are sub-sectors that have performed significantly above their sector average.

71.1 Tourism

72.8 Attractions*74.3 Sentosa73.3 Singapore Zoo73.1 Universal Studios72.8 S.E.A. Aquarium72.6 Jurong Bird Park72.3 River Safari72.2 Night Safari72.1 Gardens By The Bay71.2 MBS Skypark71.1 Adventure Cove70.1 Singapore Discovery Centre70.5 Other attractions

72.5 Hotels*77.2 Marina Bay Sands*75.6 Shangri-La*74.9 The Ritz-Carlton*73.9 Marina Mandarin73.9 Pan Pacific Singapore73.6 Swissotel the Stamford73.3 Mandarin Orchard73.0 Grand Hyatt67.8 Hotel 8166.8 Fragrance Hotel72.5 Other hotels

68.7 Travel & Tour Services

67.7 Online Travel Agencies

70.1 Food & Beverage

72.7 Bars & Pubs*

70.7 Fast Food Restaurants72.3 McDonalds71.0 Burger King70.4 KFC69.5 Mos Burger68.8 Subway67.9 Other fast food restaurants

70.7 Cafes & Snack Bars72.7 Starbucks72.2 Delifrance70.2 Coffee Bean & Tea Leaf70.1 Ya Kun69.6 Toast Box68.6 Other cafes and snack bars

69.8 Restaurants71.7 Fish & Co 71.4 Boon Tong Kee 71.3 Din Tai Fung 71.2 Sushi Tei71.1 Tung Lok Signatures70.9 Crystal Jade Kitchen 70.8 Dian Xiao Er 70.6 Pizza Hut 70.4 Thai Express 70.2 Swensen’s 70.1 Manhattan Fish Market 70.1 Jack’s Place 70.1 Aston’s70.0 Nando’s70.0 Ajisen Ramen 69.8 Sakae Sushi 69.7 Crystal Jade La Mian Xiao Long Bao 69.6 Seoul Garden 69.3 Xin Wang Hong Kong Cafe 68.3 Imperial Treasure Noodle & Congee 68.0 Other restaurants 69.2 Food Courts70.6 Food Republic70.5 Food Junction70.0 NTUC Foodfare68.7 Kopitiam67.9 Koufu66.4 Other food courts

* Refers to companies/sub-sectors significantly above their sub-sector/sector scores

2016 Q3 SCORES FOOD & BEVERAGE AND TOURISM

The sparklines indicate the satisfaction score of their respective sectors, sub-sectors and companies over the past few years.

statistically significant increase in customer satisfaction from 2015 to 2016

statistically significant decrease in customer satisfaction from 2015 to 2016

no significant year-on-year change in customer satisfaction score

This chart summarises the results of the CSISG 2016 satisfaction scores in the Food & Beverage, and Tourism sectors at the sector, sub-sector and company levels. Tracking of scores for Restaurants and Hotels sub-sectors will start from 2016 due to revision of survey methodology.

The sector scores (in gold) represents a weighted average of their respective sub-sector scores (in blue). Satisfaction scores for sub-sectors with individual company scores are weighted averages of these individual company scores.

All scores displayed are accurate to one-decimal place. Entities are presented in decreasing levels of satisfaction.

* Companies indicated with an asterisk(*) are companies that have performed significantly above their sub-sector average.

* Sub-sectors indicated with an asterisk(*) are sub-sectors that have performed significantly above their sector average.

71.1 Tourism

72.8 Attractions*74.3 Sentosa73.3 Singapore Zoo73.1 Universal Studios72.8 S.E.A. Aquarium72.6 Jurong Bird Park72.3 River Safari72.2 Night Safari72.1 Gardens By The Bay71.2 MBS Skypark71.1 Adventure Cove70.1 Singapore Discovery Centre70.5 Other attractions

72.5 Hotels*77.2 Marina Bay Sands*75.6 Shangri-La*74.9 The Ritz-Carlton*73.9 Marina Mandarin73.9 Pan Pacific Singapore73.6 Swissotel the Stamford73.3 Mandarin Orchard73.0 Grand Hyatt67.8 Hotel 8166.8 Fragrance Hotel72.5 Other hotels

68.7 Travel & Tour Services

67.7 Online Travel Agencies

70.1 Food & Beverage

72.7 Bars & Pubs*

70.7 Fast Food Restaurants72.3 McDonalds71.0 Burger King70.4 KFC69.5 Mos Burger68.8 Subway67.9 Other fast food restaurants

70.7 Cafes & Snack Bars72.7 Starbucks72.2 Delifrance70.2 Coffee Bean & Tea Leaf70.1 Ya Kun69.6 Toast Box68.6 Other cafes and snack bars

69.8 Restaurants71.7 Fish & Co 71.4 Boon Tong Kee 71.3 Din Tai Fung 71.2 Sushi Tei71.1 Tung Lok Signatures70.9 Crystal Jade Kitchen 70.8 Dian Xiao Er 70.6 Pizza Hut 70.4 Thai Express 70.2 Swensen’s 70.1 Manhattan Fish Market 70.1 Jack’s Place 70.1 Astons70.0 Nando’s70.0 Ajisen Ramen 69.8 Sakae Sushi 69.7 Crystal Jade La Mian Xiao Long Bao 69.6 Seoul Garden 69.3 Xin Wang Hong Kong Cafe 68.3 Imperial Treasure Noodle & Congee 68.0 Other restaurants 69.2 Food Courts70.6 Food Republic70.5 Food Junction70.0 NTUC Foodfare68.7 Kopitiam67.9 Koufu66.4 Other food courts

11

CSISG 2016 Results Overview: Tourism

2016 Q3 SCORES FOOD & BEVERAGE AND TOURISM

The sparklines indicate the satisfaction score of their respective sectors, sub-sectors and companies over the past few years.

statistically significant increase in customer satisfaction from 2015 to 2016

statistically significant decrease in customer satisfaction from 2015 to 2016

no significant year-on-year change in customer satisfaction score

This chart summarises the results of the CSISG 2016 satisfaction scores in the Food & Beverage, and Tourism sectors at the sector, sub-sector and company levels. Tracking of scores for Restaurants and Hotels sub-sectors will start from 2016 due to revision of survey methodology.

The sector scores (in gold) represents a weighted average of their respective sub-sector scores (in blue). Satisfaction scores for sub-sectors with individual company scores are weighted averages of these individual company scores.

All scores displayed are accurate to one-decimal place. Entities are presented in decreasing levels of satisfaction.

* Companies indicated with an asterisk(*) are companies that have performed significantly above their sub-sector average.

* Sub-sectors indicated with an asterisk(*) are sub-sectors that have performed significantly above their sector average.

71.1 Tourism

72.8 Attractions*74.3 Sentosa73.3 Singapore Zoo73.1 Universal Studios72.8 S.E.A. Aquarium72.6 Jurong Bird Park72.3 River Safari72.2 Night Safari72.1 Gardens By The Bay71.2 MBS Skypark71.1 Adventure Cove70.1 Singapore Discovery Centre70.5 Other attractions

72.5 Hotels*77.2 Marina Bay Sands*75.6 Shangri-La*74.9 The Ritz-Carlton*73.9 Marina Mandarin73.9 Pan Pacific Singapore73.6 Swissotel the Stamford73.3 Mandarin Orchard73.0 Grand Hyatt67.8 Hotel 8166.8 Fragrance Hotel72.5 Other hotels

68.7 Travel & Tour Services

67.7 Online Travel Agencies

70.1 Food & Beverage

72.7 Bars & Pubs*

70.7 Fast Food Restaurants72.3 McDonalds71.0 Burger King70.4 KFC69.5 Mos Burger68.8 Subway67.9 Other fast food restaurants

70.7 Cafes & Snack Bars72.7 Starbucks72.2 Delifrance70.2 Coffee Bean & Tea Leaf70.1 Ya Kun69.6 Toast Box68.6 Other cafes and snack bars

69.8 Restaurants71.7 Fish & Co 71.4 Boon Tong Kee 71.3 Din Tai Fung 71.2 Sushi Tei71.1 Tung Lok Signatures70.9 Crystal Jade Kitchen 70.8 Dian Xiao Er 70.6 Pizza Hut 70.4 Thai Express 70.2 Swensen’s 70.1 Manhattan Fish Market 70.1 Jack’s Place 70.1 Aston’s70.0 Nando’s70.0 Ajisen Ramen 69.8 Sakae Sushi 69.7 Crystal Jade La Mian Xiao Long Bao 69.6 Seoul Garden 69.3 Xin Wang Hong Kong Cafe 68.3 Imperial Treasure Noodle & Congee 68.0 Other restaurants 69.2 Food Courts70.6 Food Republic70.5 Food Junction70.0 NTUC Foodfare68.7 Kopitiam67.9 Koufu66.4 Other food courts

2016 Q3 SCORES FOOD & BEVERAGE AND TOURISM

The sparklines indicate the satisfaction score of their respective sectors, sub-sectors and companies over the past few years.

statistically significant increase in customer satisfaction from 2015 to 2016

statistically significant decrease in customer satisfaction from 2015 to 2016

no significant year-on-year change in customer satisfaction score

This chart summarises the results of the CSISG 2016 satisfaction scores in the Food & Beverage, and Tourism sectors at the sector, sub-sector and company levels. Tracking of scores for Restaurants and Hotels sub-sectors will start from 2016 due to revision of survey methodology.

The sector scores (in gold) represents a weighted average of their respective sub-sector scores (in blue). Satisfaction scores for sub-sectors with individual company scores are weighted averages of these individual company scores.

All scores displayed are accurate to one-decimal place. Entities are presented in decreasing levels of satisfaction.

* Companies indicated with an asterisk(*) are companies that have performed significantly above their sub-sector average.

* Sub-sectors indicated with an asterisk(*) are sub-sectors that have performed significantly above their sector average.

71.1 Tourism

72.8 Attractions*74.3 Sentosa73.3 Singapore Zoo73.1 Universal Studios72.8 S.E.A. Aquarium72.6 Jurong Bird Park72.3 River Safari72.2 Night Safari72.1 Gardens By The Bay71.2 MBS Skypark71.1 Adventure Cove70.1 Singapore Discovery Centre70.5 Other attractions

72.5 Hotels*77.2 Marina Bay Sands*75.6 Shangri-La*74.9 The Ritz-Carlton*73.9 Marina Mandarin73.9 Pan Pacific Singapore73.6 Swissotel the Stamford73.3 Mandarin Orchard73.0 Grand Hyatt67.8 Hotel 8166.8 Fragrance Hotel72.5 Other hotels

68.7 Travel & Tour Services

67.7 Online Travel Agencies

70.1 Food & Beverage

72.7 Bars & Pubs*

70.7 Fast Food Restaurants72.3 McDonalds71.0 Burger King70.4 KFC69.5 Mos Burger68.8 Subway67.9 Other fast food restaurants

70.7 Cafes & Snack Bars72.7 Starbucks72.2 Delifrance70.2 Coffee Bean & Tea Leaf70.1 Ya Kun69.6 Toast Box68.6 Other cafes and snack bars

69.8 Restaurants71.7 Fish & Co 71.4 Boon Tong Kee 71.3 Din Tai Fung 71.2 Sushi Tei71.1 Tung Lok Signatures70.9 Crystal Jade Kitchen 70.8 Dian Xiao Er 70.6 Pizza Hut 70.4 Thai Express 70.2 Swensen’s 70.1 Manhattan Fish Market 70.1 Jack’s Place 70.1 Aston’s70.0 Nando’s70.0 Ajisen Ramen 69.8 Sakae Sushi 69.7 Crystal Jade La Mian Xiao Long Bao 69.6 Seoul Garden 69.3 Xin Wang Hong Kong Cafe 68.3 Imperial Treasure Noodle & Congee 68.0 Other restaurants 69.2 Food Courts70.6 Food Republic70.5 Food Junction70.0 NTUC Foodfare68.7 Kopitiam67.9 Koufu66.4 Other food courts

2016 Q3 SCORES FOOD & BEVERAGE AND TOURISM

The sparklines indicate the satisfaction score of their respective sectors, sub-sectors and companies over the past few years.

statistically significant increase in customer satisfaction from 2015 to 2016

statistically significant decrease in customer satisfaction from 2015 to 2016

no significant year-on-year change in customer satisfaction score

This chart summarises the results of the CSISG 2016 satisfaction scores in the Food & Beverage, and Tourism sectors at the sector, sub-sector and company levels. Tracking of scores for Restaurants and Hotels sub-sectors will start from 2016 due to revision of survey methodology.

The sector scores (in gold) represents a weighted average of their respective sub-sector scores (in blue). Satisfaction scores for sub-sectors with individual company scores are weighted averages of these individual company scores.

All scores displayed are accurate to one-decimal place. Entities are presented in decreasing levels of satisfaction.

* Companies indicated with an asterisk(*) are companies that have performed significantly above their sub-sector average.

* Sub-sectors indicated with an asterisk(*) are sub-sectors that have performed significantly above their sector average.

71.1 Tourism

72.8 Attractions*74.3 Sentosa73.3 Singapore Zoo73.1 Universal Studios72.8 S.E.A. Aquarium72.6 Jurong Bird Park72.3 River Safari72.2 Night Safari72.1 Gardens By The Bay71.2 MBS Skypark71.1 Adventure Cove70.1 Singapore Discovery Centre70.5 Other attractions

72.5 Hotels*77.2 Marina Bay Sands*75.6 Shangri-La*74.9 The Ritz-Carlton*73.9 Marina Mandarin73.9 Pan Pacific Singapore73.6 Swissotel the Stamford73.3 Mandarin Orchard73.0 Grand Hyatt67.8 Hotel 8166.8 Fragrance Hotel72.5 Other hotels

68.7 Travel & Tour Services

67.7 Online Travel Agencies

70.1 Food & Beverage

72.7 Bars & Pubs*

70.7 Fast Food Restaurants72.3 McDonalds71.0 Burger King70.4 KFC69.5 Mos Burger68.8 Subway67.9 Other fast food restaurants

70.7 Cafes & Snack Bars72.7 Starbucks72.2 Delifrance70.2 Coffee Bean & Tea Leaf70.1 Ya Kun69.6 Toast Box68.6 Other cafes and snack bars

69.8 Restaurants71.7 Fish & Co 71.4 Boon Tong Kee 71.3 Din Tai Fung 71.2 Sushi Tei71.1 Tung Lok Signatures70.9 Crystal Jade Kitchen 70.8 Dian Xiao Er 70.6 Pizza Hut 70.4 Thai Express 70.2 Swensen’s 70.1 Manhattan Fish Market 70.1 Jack’s Place 70.1 Aston’s70.0 Nando’s70.0 Ajisen Ramen 69.8 Sakae Sushi 69.7 Crystal Jade La Mian Xiao Long Bao 69.6 Seoul Garden 69.3 Xin Wang Hong Kong Cafe 68.3 Imperial Treasure Noodle & Congee 68.0 Other restaurants 69.2 Food Courts70.6 Food Republic70.5 Food Junction70.0 NTUC Foodfare68.7 Kopitiam67.9 Koufu66.4 Other food courts

* Refers to companies/sub-sectors significantly above their sub-sector/sector scores

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Verbatim Word Clouds Segmented by Satisfaction

13

animals

beautifulfunclean

viewlotsridesenjoy

park niceinteresting

excitingfamily

birdsflowe

rs

nightride

singaporestaffenjoyedlove

photos

shows

day

visit

fisheszoo

attraction

experienceisland

kids

maintained

exhibits

lot

show

activities

interactive

organised

sentosathings

bird

feel

water

friendly

children

full

learn

taking

variety

close

plants

play

ages

animal

cool

cute

sea

tram

big

city

designed

safari

safe

visitors

wonderful

world

colourful

easy

engage

fresh

huge

nature

pool

slides

air

felt

laid

life

make

move

top

beach

care

display

dome

eye

free

train

wide

aircon

amazon

area

bay

bring

bus

filled

found

games

hang

rare

tank

them

etravel

walk

centre

eat

lives

real

river

set

tastytrip

longexpensive

limitedboring

worth

makingmoneyqueuerides

waitingwalk

attraction

easy photoprice

ride

ticket

animals

bigcrowded exhibits

express

floor

lack

parkpeople

quality

queues

signages

smallspent

staff

things

visit

visitors

wait

activities

affordable

birds

change

clear

common

dome

eateriesexciting

fishes

location

lot

lousy

made

minutes

move

optionsoverpricedphotography

poolpoorly

purchase reach

rip

service

simple

sit

slide

spacestations

tickets

zoo

Attractions

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

14

chickenfast

staff love

order

burgerdelicious

tasty

service

pricecounter

quality

taking

big

friedfriendly

healthiermeal

outletpolite

waiting

cheap

choiceeatfresh

juicy

portion

sandwich

taste

affordableburgers

choose

crispy

healthy

onion

ordering

process rings

served

vegetables

clean

customer

fries

lot

quick

rice

sauce

serving

sweet

tables

burgerschicken

orderexpensive

fries

price

service

slow

smaller

staffbeef

bigcounter

crew

eating

find

higher likingordering

porridge

prefer

prices

sauce

small

smell

stingy

strong

Fast Food

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

15

badcrowd

drinksended

likingpub

servicesound

staff system

wine

working

musicnice

drinksfriendly

funservice

staffatmosphere

band

bar

live

wide

ambience

beer

big

chill

chooseclub

fast

songs

wine

Bars & Pubs

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

16

coffeenice

staff

taste

tasty

bread

cafe..

love

comfortable

kaya

toast

chill

delicious

drinksfriendly

relaxing

order

sandwiches

choose

enjoyed

environm

ent

fast

flavour

polite

tea

affordable

cakesclean

crispy

customers

dine

eatfresh

full

ice

pastry

puff

puffs

served

service

welcoming

addictive

aroma

atmosphere

big

buttercosy

courteous

eating

egg

feel

local

music

ordering

outlet

perfect

pricequiet

reasonabletoasted

staff

coffeebread

drinksorder

overpriced

service

dirty

expensive

freshtaste

bad

chocolates

coffeeshop

cold

longorders

overcrowded

pricerude

slowtaking

tastes

tasty

wrong

Cafes & Snack Bars

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

17

agentstaffdelaypushy

friendlystaff

agentpackage

prom

otions

agencyattractive

courteous

Travel & Tour Services

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

18

websitebooking

easycheaper

convenient

moneysave

service

accommodationcheap

information

make

provide accurate

book

friendly

hotels

user

book

ing

webs

ite

not easy

arrivedlot

bookingsexpecteduser−friendly

hidden

rooms

Online Travel Agencies

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

19

staffroom long

small rude

servicebed

night

slow

things

aircon

back bad

busy

checking

efficient

hardhear

helpfulirritating

makingneeded

noises

orchard process

settlesleep

toilet

wait

roomstaff

comfortablecleanfriendly

niceview

spacious

shopping

service

helpful

maintainedbed

location

malls

poollocated

beautiful

facilities

stay

convenient

efficient

free

restaurants

big

attentive

polite

breakfast

excellentfind

price

singaporeeateries

fast

shops

courteous

easily

money

room

s

station

area

mrt

accessible

amenities

casino

design

grand

lots

nearby

professional

provide

served

sleep

awesomeconveniently

night

orchard

reasonable

swimming

toilettrain

accommodating

attractions

enjoy

love

perfect

process

provided

affordable

bay buffet

business

checking

city

complimentary

decorated

easy

fantastic

infinity

loved

lovelyluxurious

minutes

quick

relaxing

services

staffs

variety

visit

wide

wifi

wonderful

ambience

central

cheap

checkin

customersdecent

feel

front

gym

makes

making

pillow

receptionist

serveshower

soft

spread

strong

thoughtful

travel

welcom

ing

access

aircon

areas

asked

assistance

centrally

channelscheck

clear

comfy

delicacies

delicious

desk

everyday

greet

hotels

local

marina

meetneeded

phone

prom

pt

road

serving

spectacular

tasty

top

trained

warm

airport

approachable

basic

bathroom

cake

centre

chinatown

class

close

club

connected

convention dining

district

drinks

extremely

gardengave helping

huge

kids

kind

make

names

neat

offers

oriented

personalised

play

pleasant

privacy

proximity

rate

ready

rest

retail

situated

smartphone

smell

stayingsurprised

surrounding

things

told

town

tub

views

Hotels

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

20

cleanchoose

choicesvariety

environmentcomfortablelocal

delicious

price

stalltable

tables

tasty

bigcard

eat

find

aircon

cheap convenient

cuisines dine

eating

nice

order

prices

reasonable

seat

staffstalls

wide

affordable

cheaper

easy

enjoy

lots

make

mix

options

qualityacceptable

chinese

cleaners cleaningcompareddelicacies

easiereasily

fastfeel

fresh

hot

money

noodles portionserved

varieties

expensivefresh

price

nice

portion

bad

increasinglong

priceschoices

coffee

drinks

easy

eat friendly

hawkerorder

seat

smaller

stall

table

bit

centre

cheaper

clean

clear

cleared

compared

customers

find handlingmalay

operators

pricing

service

shop

small

staff

sweet

tables

tasty

wait

Food Courts

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

21

servicelongstaff

expensiveslow

qualityprice

overpriced

liking

serving

smallwaiting

fresh

served

bitorderstaffs

taste

average

customers meat

normal portionseated

table

bad

dry

orders

salty

sweet

tasty

wait

attentive

authentic

bill

cheap

delicious

duckeat

extra

lot

moneynice

people

pizza

portionsqueue

refill

rude

serve

soggy

soupsteaks

waitedworth

wrong

arranged

asked

buffet

buns

chicken

choices

cold

compared

cooked

crowded

difficultdishes

eating

fish

fishy

handling horrible

ice

inattentivemeal

menu

mins

minutes

paid

pastapaying

pick

rice

seats

side

talk

water

staffdelicious

tastynice

service

servedfresh

friendly

love

choose

chicken

tastepriceclean

money

attentive

quality

ricevariety

reasonableaffordable

fast

meal

noodles

polite

soup

sushi

widepizza

prepared

ambience

eat

order

portion

big

cooked

menu

dishes environment

set

fishlot

meat

spicy

waiting

dine

longserving

tender

cream

excellent

icejuicy

ramen

seafood

seated

choices

crews

dim

duck

helpfullots

oilyoptionsquickly

sashimi

serve

steak

sweet

waitxiao

bao

cheap

decent

freehot

salty

sum

waiter

chilli

dish

find

meals

seat

soft

topaccommodate

assist

belly

belt

buffet

desserts

ducks

flavour

flow

lunch

priced

quiet

size

skinthai

Restaurants

Respondents With CSISG 0 - 50 PointsRespondents With CSISG 75 - 100 points

INSTITUTE OF

SERVICE EXCELLENCESINGAPORE MANAGEMENT UNIVERSITY

Food & Beverage Sector Results

70

78Food & Beverage Sector

Restaurants

Cafes & Snack Bars

55

65

75Bars & Pubs

Fast Food

Food Courts

2007 2016

F&B Sector CSISG Trends

23

24

Satisfaction Up - Driven by Movements in Quality & Value

CSISG Customer Expectations

Perceived Quality

Perceived Value

Restaurants (No YoY Comparison) 69.8 72.0 71.2 70.1

Fast Food Restaurants 70.7 73.3 72.0 71.6

Cafes & Snack Bars 70.7 71.7 71.9 70.6

Bars & Pubs 72.7 74.1 74.0 73.5

Food Courts 69.2 69.0 70.5 69.4

▲▲

▲▼ Statistically significant year-on-year increase/drop at 90% confidence ◼ No statistically significant year-on-year change at 90% confidence

▲

▲

▲

▲

▲

▲

▲

▲

▲

▲

25

Satisfaction Up - Driven by Movements in Quality & Value

Customer Expectations

Perceived Quality

Perceived Value CSISG

Complaints

Customer Loyalty CSISG Customer

ExpectationsPerceived Quality

Perceived Value

Restaurants (No YoY Comparison) 69.8 72.0 71.2 70.1

Fast Food Restaurants 70.7 73.3 72.0 71.6

Cafes & Snack Bars 70.7 71.7 71.9 70.6

Bars & Pubs 72.7 74.1 74.0 73.5

Food Courts 69.2 69.0 70.5 69.4

▲▲

▲

▲

▲

▲

▲

▲

▲

▲

▲

▲

26

General Rise in Tourist Perception of Quality & Value

Locals Tourists

CSISGCustomer

ExpectationsPerceived Quality

Perceived Value CSISG

Customer Expectations

Perceived Quality

Perceived Value

Restaurants (No YoY

Comparison)66.8 69.5 67.9 67.1 73.9 75.4 75.7 74.3

Fast Food Restaurants 69.3 71.4 69.6 69.7 72.4 75.6 74.8 74.0

Cafes & Snack Bars 69.2 70.1 70.0 69.4 72.2 73.5 73.8 71.9

Bars & Pubs 69.0 71.4 69.2 69.5 74.6 75.4 76.4 75.6

Food Courts 67.1 67.1 68.1 67.4 74.5 74.5 76.3 74.4▲ ▲

▲

▲

▲

▲

▲

▲

▲

▲

▲

▲▼ Statistically significant year-on-year increase/drop at 90% confidence ◼ No statistically significant year-on-year change at 90% confidence

27

Fast Food Restaurants

Mcdonald's 72.2

KFC 67.5

Burger King 67.6

Other fast food restaurants 64.3

72.3 Mcdonald's

70.4 KFC

71.0 Burger King

69.5 Mos Burger

68.8 Subway

67.9 Other fast food restaurants

CSISG

2015

CSISG

2016

2007 201655

65

75Fast Food

New fast food restaurants measured in 2016: Mos Burger, Subway

70.7

70

78

Food & Beverage Sector

28

Cafes and Snack Bars

Coffee Bean & Tea Leaf 68.4

Starbucks 70.1

Other cafes and snack bars 67.7

72.2 Delifrance

70.2 Coffee Bean & Tea Leaf

72.7 Starbucks

70.1 Ya Kun 69.6 Toast Box

68.6 Other cafes and snack bars

CSISG

2015

CSISG

2016

2007 2016

Cafes & Snack Bars

55

65

75

New Cafes and Snack Bars measured in 2016: Delifrance, Ya Kun, Toastbox

70.7

70

78

Food & Beverage Sector

29

Food Courts

Kopitiam 65.9

Koufu 67.0

Food Republic 67.7

NTUC Foodfare 69.0

Other food courts 66.2

68.7 Kopitiam

67.9 Koufu

70.5 Food Junction

70.6 Food Republic

70.0 NTUC Foodfare

66.4 Other food courts

CSISG

2015

CSISG

2016

55

65

75Food Courts

New food court measured in 2016: Food Junction

69.2

70

78

Food & Beverage Sector

30

Impact of Attributes on Quality and LoyaltyRestaurants Fast Food

Restaurants Cafe & Snack Bars Bars & Pubs Food Court

Top 3 Attributes with Impact on Quality

Waiting time to be seated Ambience Order-taking process

Service Staff (Polite, able to explain menu

items)Quality of beverage

Serving portionsService Staff (Polite, able to explain menu

items)

Ability to accommodate to special requests

Ability to accommodate to special requests

Stall operator

Ease of making reservations Order-taking process

Attentiveness of service staff Quality of food

Top 3 Attributes with Impact on Loyalty

Ease of making reservations Quality of the food Quality of the food

Menu options to suit your needs Quality of the food

Waiting time to be seated

Ease of finding a seat Quality of beverage Queue time Quality of beverage

Menu options to suit your needs

Time taken to queue and receive order

Comfort of dining experience Quality of the food Payment process

31

Beyond Product, Service Elements A Key DifferentiatorRestaurants Fast Food

Restaurants Cafe & Snack Bars Bars & Pubs Food Court

Top 3 Attributes with Impact on Quality

Waiting time to be seated Ambience Order-taking process

Service Staff (Polite, able to explain menu

items)Quality of beverage

Serving portionsService Staff (Polite, able to explain menu

items)

Ability to accommodate to special requests

Ability to accommodate to special requests

Stall operator

Ease of making reservations Order-taking process

Attentiveness of service staff Quality of food

Top 3 Attributes with Impact on Loyalty

Ease of making reservations Quality of the food Quality of the food

Menu options to suit your needs Quality of the food

Waiting time to be seated

Ease of finding a seat Quality of beverage Queue time Quality of beverage

Menu options to suit your needs

Time taken to queue and receive order

Comfort of dining experience Quality of the food Payment process

Service Staff

ProductLegend: Service Process

32

Different Parts of the Journey MatterRestaurants Fast Food

Restaurants Cafe & Snack Bars Bars & Pubs Food Court

Top 3 Attributes with Impact on Quality

Waiting time to be seated Ambience Order-taking process

Service Staff (Polite, able to explain menu

items)Quality of beverage

Serving portionsService Staff (Polite, able to explain menu

items)

Ability to accommodate to special requests

Ability to accommodate to special requests

Stall operator

Ease of making reservations Order-taking process

Attentiveness of service staff Quality of food

Top 3 Attributes with Impact on Loyalty

Ease of making reservations Quality of the food Quality of the food

Menu options to suit your needs Quality of the food

Waiting time to be seated

Ease of finding a seat Quality of beverage Queue time Quality of beverage

Menu options to suit your needs

Time taken to queue and receive order

Comfort of dining experience Quality of the food Payment process

Front of Customer JourneyLegend:

Ease of making reservations

Waiting time to be seated

Menu options to suit your needs

Attentiveness of service staff

Service Staff (Polite, able to explain menu items)

Ability to accommodate to special requests

Ambience of the restaurant

Cleanliness of restaurant

Time taken to receive the food

Quality of the food

Quality of the beverage

Serving portions

Comfort of dining experience

Promotions and discounts offered

Payment process

6.5 7 7.5 8

TouristsLocals

Restaurants: Front End of Journey Key Differentiator to Both Satisfaction & Loyalty

33

Attributes with Impact on Quality Attributes with Impact on Loyalty

Ease of finding a seat

Time taken to queue and receive order

Menu options to suit your needs

Order-taking process

Service Staff (Polite, able to explain menu items)

Attentiveness of service staff

Ability to accommodate to special requests

Promotions and discounts offered

Payment process

Ambience

Cleanliness of the dining area

Quality of the food

Quality of beverage

Serving portions

Comfort of dining experience

34

Cafes & Snack Bars: Service Key Differentiator to Satisfaction But Quality Key to Loyalty

6.5 7 7.5 8

TouristsLocals

Attributes with Impact on Quality Attributes with Impact on Loyalty

INSTITUTE OF

SERVICE EXCELLENCESINGAPORE MANAGEMENT UNIVERSITY

Tourism Sector Results

60

70

80Attractions Hotels

Travel & Tour Services

2007 2016

70

78

Tourism Sector

Tourism Sector CSISG Trends

Online Travel Agencies

36

37

Rise In Attractions Score Due to Increase in Perceived Quality & Value

CSISG Customer Expectations

Perceived Quality

Perceived Value

Attractions 72.8 73.0 74.2 73.1

Hotels (Tourist only)

72.5 73.1 73.8 72.8

Travel & Tour Services 68.7 70.7 71.0 69.3

Online Travel Agencies

(New Sub-sector)67.7 71.4 68.3 68.4

▲▼ Statistically significant year-on-year increase/drop at 90% confidence ◼ No statistically significant year-on-year change at 90% confidence

▲

▲▲▲

▲

38

Attractions

Sentosa 71.6

Jurong Bird Park 70.7

Singapore Zoo 71.6

Night Safari 70.7

River Safari 71.4

Universal Studios 71.0

Adventure Cove 69.9

S.E.A. Aquarium 72.1

Other attractions 68.7

74.3 Sentosa

72.6 Jurong Bird Park

73.3 Singapore Zoo

72.2 Night Safari 72.3 River Safari

73.1 Universal Studios

70.1 Singapore Discovery Centre

71.1 Adventure Cove 71.2 MBS Skypark

72.1 Gardens By The Bay

72.8 S.E.A. Aquarium

70.5 Other attractions

CSISG

2015

CSISG

2016

Attractions

60

70

80

New attractions measured in 2016: Gardens by the Bay, MBS Skypark, Singapore Discovery Centre

72.8

70

78

Tourism Sector

39

Impact of Attributes on Quality and Loyalty

Attractions Hotels Travel & Tour Services Online Travel Agencies

Top 3 Attributes with Impact on Quality

Ease of getting around Hotel FacilitiesPromotions and

discounts Ease of navigating

Cleanliness of attraction In-Room AmenitiesAbility to provide

information and adviceRange of products

available

Staff knowledge about the attraction

Efficiency of check-in/check-out process

Ease of making reservation / booking

Information provided by website

Top 3 Attributes with Impact on LoyaltyFood and beverage

optionsEfficiency of check-in/

check-out processEase of making

reservation / bookingPromotions and

discounts

Clarity of directions Internet connectivityAbility to accommodate

to special requestsEase of making

reservation / booking

Cleanliness of attractionAbility to accommodate

to special requestsEase of indicating special requests

40

Attractions: Environment & Way Finding Key Differentiators

Attractions Hotels Travel & Tour Services Online Travel Agencies

Top 3 Attributes with Impact on Quality

Ease of getting around Hotel FacilitiesPromotions and

discounts Ease of navigating

Cleanliness of attraction In-Room AmenitiesAbility to provide

information and adviceRange of products

available

Staff knowledge about the attraction

Efficiency of check-in/check-out process

Ease of making reservation / booking

Information provided by website

Top 3 Attributes with Impact on LoyaltyFood and beverage

optionsEfficiency of check-in/

check-out processEase of making

reservation / bookingPromotions and

discounts

Clarity of directions Internet connectivityAbility to accommodate

to special requestsEase of making

reservation / booking

Cleanliness of attractionAbility to accommodate

to special requestsEase of indicating special requests

Way Finding CleanlinessLegend:

41

Hotels: Amenities & Check-in/out Process Key Differentiators

Attractions Hotels Travel & Tour Services Online Travel Agencies

Top 3 Attributes with Impact on Quality

Ease of getting around Hotel FacilitiesPromotions and

discounts Ease of navigating

Cleanliness of attraction In-Room AmenitiesAbility to provide

information and adviceRange of products

available

Staff knowledge about the attraction

Efficiency of check-in/check-out process

Ease of making reservation / booking

Information provided by website

Top 3 Attributes with Impact on LoyaltyFood and beverage

optionsEfficiency of check-in/

check-out processEase of making

reservation / bookingPromotions and

discounts

Clarity of directions Internet connectivityAbility to accommodate

to special requestsEase of making

reservation / booking

Cleanliness of attractionAbility to accommodate

to special requestsEase of indicating special requests

Check-in/out process

AmenitiesLegend:

42

Travel Services: Similar Attributes Differentiator for Loyalty

Attractions Hotels Travel & Tour Services Online Travel Agencies

Top 3 Attributes with Impact on Quality

Ease of getting around Hotel FacilitiesPromotions and

discounts Ease of navigating

Cleanliness of attraction In-Room AmenitiesAbility to provide

information and adviceRange of products

available

Staff knowledge about the attraction

Efficiency of check-in/check-out process

Ease of making reservation / booking

Information provided by website

Top 3 Attributes with Impact on LoyaltyFood and beverage

optionsEfficiency of check-in/

check-out processEase of making

reservation / bookingPromotions and

discounts

Clarity of directions Internet connectivityAbility to accommodate

to special requestsEase of making

reservation / booking

Cleanliness of attractionAbility to accommodate

to special requestsEase of indicating special requests

43

Service Elements Key Differentiator for Loyalty

Attractions Hotels Travel & Tour Services Online Travel Agencies

Top 3 Attributes with Impact on Quality

Ease of getting around Hotel FacilitiesPromotions and

discounts Ease of navigating

Cleanliness of attraction In-Room AmenitiesAbility to provide

information and adviceRange of products

available

Staff knowledge about the attraction

Efficiency of check-in/check-out process

Ease of making reservation / booking

Information provided by website

Top 3 Attributes with Impact on LoyaltyFood and beverage

optionsEfficiency of check-in/

check-out processEase of making

reservation / bookingPromotions and

discounts

Clarity of directions Internet connectivityAbility to accommodate

to special requestsEase of making

reservation / booking

Cleanliness of attractionAbility to accommodate

to special requestsEase of indicating special requests

Service Staff

ProductLegend: Service Process

44

• Overall, Food & Beverage and Tourism saw significant increases in satisfaction in 2016.

• Food & Beverage:

• Lower predicted quality scores (Customer Expectations) for locals.

• Beyond the obvious product itself, service elements are also key differentiators.

• Different parts of the service journey matter to quality and loyalty.

• Tourism:

• Beyond the product, service process and interactions are key differentiators.

Summary