CSISG 2020: Full Year Datasets, Datamaps and Questionnaires

This record is part of 'The Customer Satisfaction Index of Singapore (CSISG) Annual Dataset Collection 2007-2022', providing raw data set, datamap and questionnaires for 2020. For related datasets across other years, refer to the full collection here: https://doi.org/10.25440/smu.c.6906043The Customer Satisfaction Index of Singapore (CSISG) is a landmark measure of customer satisfaction cutting across a variety of key sectors and sub-sectors in the services industry of Singapore. The study was produced and updated on an quarterly and annual basis from 2007 to 2022. First launched in April 2008, the CSISG is an independent and qualitative indicator of the Singapore economy. It covers 8 core economic sectors, more than 20 sub-sectors and numerous companies from the Air Transport Finance, Food & Beverage, Info-communications, Insurance, Land Transport, Retail, and Tourism industries. This national barometer of customer satisfaction in the Singapore economy serves as an objective gauge of service competitiveness between businesses, industries, and even countries. As it reports the overall customer satisfaction scores of every sector and sub-sector, including a ranking of the companies measured, the CSISG serves as an invaluable benchmarking tool across industries in the services sector.The methodological foundations of the Customer Satisfaction Index of Singapore can be traced to the American Customer Satisfaction Index (ACSI), developed by the National Quality Research Centre (NQRC) at the University of Michigan. The American Customer Satisfaction Index has been the standardised measure of customer satisfaction in the US economy since 1994.The Customer Satisfaction Index of Singapore is based on econometric modelling of data obtained from interviews with actual users of products and services.

本记录属于《新加坡客户满意度指数（CSISG）年度数据集汇编2007-2022》，提供了2020年的原始数据集、数据映射和问卷。关于其他年份的相关数据集，请参阅完整汇编：https://doi.org/10.25440/smu.c.6906043。《新加坡客户满意度指数（CSISG）》是横跨新加坡服务业众多关键领域和子领域的客户满意度里程碑式衡量标准。该研究自2007年至2022年以季度和年度为基础进行制作和更新。首次于2008年4月推出，CSISG作为新加坡经济的一个独立且定性的指标，涵盖了8个核心经济领域、超过20个子领域以及来自航空运输金融、食品与饮料、信息通信、保险、陆上交通、零售和旅游等行业的众多公司。这一新加坡经济国家客户满意度晴雨表，充当了企业、行业乃至国家之间服务竞争力的客观衡量标准。由于它报告了每个领域和子领域的整体客户满意度得分，包括被测公司的排名，CSISG成为了服务业各行业间宝贵的基准工具。《新加坡客户满意度指数》的方法论基础可追溯至密歇根大学国家质量研究中心（NQRC）开发的美国客户满意度指数（ACSI）。自1994年以来，美国客户满意度指数一直是美国经济的标准化客户满意度衡量标准。《新加坡客户满意度指数》基于从产品和服务实际使用者访谈中获得的数据的经济计量模型构建。