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NUS scores well in Customer Satisfaction Index of Singapore 2010

26 August 2010



CSISG 2010: Shows good results for NUS in customer satisfaction
Despite continued downward slide in customer satisfaction for the education sector since 2007 to an all-time low of 65.5 in 2010 from 68.4 in 2009, NUS was the only university which showed positive growth in the aspect, from 69.0 in 2009 to 71.0 in 2010. These results were reflected in the Customer Satisfaction Index of Singapore (CSISG) 2010 released by Singapore Management University's Institute of Service Excellence (ISES). The Index also measured customer satisfaction in Transportation & Logistics.

For the education sector, the scores were tabulated based on a survey conducted with students currently enrolled in the respective universities/schools. NUS scored well especially for questions on overall satisfaction with the university, overall ability of the university to meet students' expectations, and how the university compares to the students' ideal university. ISES also disclosed that a key driver for NUS' improved score was an increase in value provided in the form of better educational facilities and higher teaching and administrative standards.

On the results, NUS President Prof Tan Chorh Chuan said: "We believe strongly that we must provide our students with a rich, distinctive and memorable experience in NUS, and we are heartened by the positive response from our students in this survey. The NUS community has worked hard to create an environment that is vibrant and student-centred, for example, by streamlining student services, enhancing physical facilities such as the new Student Hub at Yusof Ishak House, the Centre For the Arts and the forthcoming University Town, and by providing a myriad of exciting options in sports, culture and the arts.

"We are seeing many positive signs that students who have had positive experiences in NUS want to continue to be part of our community, to participate, contribute and help."

The CSISG report also indicated that student responses to their survey confirmed the hypothesis of a discernible positive relationship between student levels of satisfaction and their future intentions to give back to their alma maters through making time or monetary contributions.

For the full report, click here.



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