Shangri-La has been ranked as Singapore’s top customer service provider in a new survey conducted by The Straits Times and Statista.
The survey evaluated customer service across various sectors, with over 5,500 respondents participating.
Premium hotels, amusement parks, and high-end restaurants continued to excel in customer service, outperforming other categories.
Other notable performers in the top 10 list include Parkroyal Collection at No. 2, Marina Bay Sands, and Mandarin Oriental.
New entrants in the top 10 ranking this year include Bird Paradise in Mandai Wildlife Reserve at No. 4 and PizzaExpress at No. 9.
CatSmart moved up to No. 5, while airlines All Nippon Airways and Singapore Airlines secured the No. 6 and No. 8 positions, respectively.
The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences.
Despite a decline in international visitor arrivals and hotel room rates, Shangri-La Singapore attributes its success to a focus on enhancing guest experiences through training, feedback mechanisms, and proactive service.
The ranking methodology for Singapore’s Best Customer Service 2024/2025 involved an online survey assessing customer recommendations and criteria such as quality of communication, professional competence, range of services, customer focus, and accessibility.
