CSISG 2018: 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 2018. 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.

本数据集隶属于《2007-2022年新加坡顾客满意度指数（Customer Satisfaction Index of Singapore, CSISG）年度数据集合集》，包含2018年的原始数据集、数据映射表（datamap）与调查问卷。其他年度的相关数据集可通过以下链接获取完整合集：https://doi.org/10.25440/smu.c.6906043

新加坡顾客满意度指数（CSISG）是衡量新加坡服务业各核心领域及细分领域顾客满意度的标志性指标。该研究自2007年起按季度与年度频次更新发布，2008年4月首次推出，是反映新加坡经济状况的独立定性指标。其覆盖航空运输、金融、餐饮、信息通信、保险、陆路运输、零售及旅游等8大核心经济领域、20余个细分行业与众多企业。

这项新加坡经济顾客满意度全国晴雨表，可作为企业、行业乃至国家间服务竞争力的客观衡量标尺。由于该指数涵盖各领域及细分领域的整体顾客满意度评分，并包含受访企业的排名，因此成为服务业跨行业极具价值的基准对标工具。

新加坡顾客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（National Quality Research Centre, NQRC）开发的美国顾客满意度指数（American Customer Satisfaction Index, ACSI）。自1994年起，美国顾客满意度指数便成为美国经济中顾客满意度的标准化衡量工具。

新加坡顾客满意度指数基于对产品与服务实际使用者的访谈数据开展计量经济学建模。