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This case is set in late 2021, when the food and beverage (F&B) industry globally had been significantly impacted by the COVID-19 pandemic. Tim Ang was an analyst at Singapore Management University's Institute of Service Excellence (ISE), which had been established to help raise the performance of the service sector in Singapore. Since its inception in 2008, ISE had conducted an annual study measuring the Customer Satisfaction Index of Singapore (CSISG). The CSISG covered more than 20 sub-sectors and measured over 100 companies from finance, insurance, info-communications, transportation, retail, F&B, healthcare, education, tourism, hotels, and more. Data for the customer satisfaction study for the F&B sector was typically collected in the third quarter of every year, and results were released to both the media and industry. The 2021 study revealed that while customer satisfaction and loyalty levels had remained generally unchanged for most of the F&B sector, Cafés and Coffee Houses saw a significant decline in both metrics. Yet despite the challenges, Ang believed there were significant service gaps and opportunities which could be leveraged. A detailed analysis of underperforming areas and customer preferences should provide F&B entrepreneurs with insights on potential opportunities to address industry pain points and capture market share.

Spreadsheet Supplement for Case 077SMU.

This case is set in 2020. In the latest credit cards sub-sector report from the Customer Satisfaction Index of Singapore (CSISG) survey by the Institute of Service Excellence (ISE) at the Singapore Management University, OCBC Bank's credit card business was ranked last again in terms of customer satisfaction, while an analysis of two key customer loyalty metrics, namely 'likelihood to use the credit card again' and 'likelihood to recommend their card', saw the bank faring only slightly better for the former, but again ranked last for the latter. Given these findings, Tammy Ang, an analyst at ISE, had been tasked with preparing a business consulting pitch for OCBC Bank's credit card business. Using her skills in business analytics, Ang hoped to use the data to provide useful insights for the bank to improve its customer loyalty performance.

Spreadsheet Supplement for Case SMU032

In its 2017 annual report, the Dairy Farm Group had reported a decline in sales and profits for its Singapore Supermarket and Hypermarket business, with increasing competition cited as the key reason for the lacklustre performance. Peter Goh, an analyst at Singapore Management University's Institute of Service Excellence (ISE) has been tasked with preparing a business pitch to the Supermarkets and Hypermarkets division of the company's Singapore office to help it address some of the challenges it faces. To help raise the performance of the service sector in Singapore, ISE conducts and releases the results of the Customer Satisfaction Index of Singapore (CSISG) to both the media and industry, as well as provides research and consulting services. The 2018 CSISG study had revealed "Ease of Getting to Stores" as one of the lowest-rated attributes for the supermarket industry, and Goh believes that rationalising store locations could be a possible answer to the challenges the Dairy Farm Group faced. In his opinion, a geospatial analysis of the company's customers' demographic profile relative to its current store locations would provide some key insights.

Spreadsheet supplement for case SMU857.

Spreadsheet supplement for case SMU857.

Spreadsheet supplement for case SMU857.

Spreadsheet supplement for case SMU557.

This case is set in 2018. The Institute of Service Excellence (ISE) at Singapore Management University conducted surveys in Singapore to measure customer satisfaction across 20 industries comprising more than 100 companies, and released the results as Customer Satisfaction Index of Singapore (CSISG) every quarter. In the latest CSISG report of the e-commerce sub-sector, Amazon was ranked last in terms of customer satisfaction in Singapore. The results were surprising as Amazon, the global leader in online retail, usually topped the customer satisfaction surveys conducted in the US. Puzzled by its lacklustre performance, James Mckally, senior partner at a Singapore-based marketing consultancy on e-retail, had requested ISE for a detailed analysis. John Lim, as the lead analyst at ISE, was in the process of reviewing the data collected and the analysis that had been generated, in order to derive some useful insights before the proposed meeting. In the latest CSISG report of the e-commerce sub-sector, Amazon was ranked last in terms of customer satisfaction in Singapore. The results were surprising as Amazon, the global leader in online retail, usually topped the customer satisfaction surveys conducted in the US. Puzzled by its lacklustre performance, James Mckally, senior partner at a Singapore-based marketing consultancy on e-retail, had requested ISE for a detailed analysis. John Lim, as the lead analyst at ISE, was in the process of reviewing the data collected and the analysis that had been generated, in order to derive some useful insights before the proposed meeting.