ASSESSMENT CRITERIA

There is more to good service than being efficient and prompt to serve. To gauge how well your business is doing, the Singapore Service Star measures good service based on eight key components of the customer experience, including:

1. Customer Reception

2. Customer On-Board

3. Customer Management

4. Customer Experience

5. Customer Departure

6. Customer Service Attitude

7. Store’s Physical Condition

8. Staff Appearance

Mystery Shopping is the scheme’s main assessment tool, where a team of shoppers conduct mystery audits to measure the outlet’s service delivery. These shoppers are engaged by a professional research agency commissioned by the Singapore Tourism Board. The number of Mystery Shopping assessments made will depend on the number of outlets per brand.

Singapore Service Star accredits each establishment by brand. For an organisation that manages different brands, each brand has to apply for individual membership.