F&B sector seeing more customers ordering takeaway

The sector scored 72.7/100 points in customer satisfaction in the Customer Satisfaction Index of Singapore.

The Singapore Management University Institute of Service Excellence (ISE) released the 2021 third quarter Customer Satisfaction Index of Singapore (CSISG) results for the food and beverage (F&B) and tourism sectors.

The F&B sector, made up of restaurants, fast food, and coffee houses scored 72.7 points out of 100 in customer satisfaction. In all three surveyed F&B sub-sectors, takeaway ordering had a statistically significant year-on-year increase.

However, customers of coffee houses were observed to be markedly less satisfied and loyal. This decline was driven by the segment of café customers who ordered through takeaway. They had a loyalty score of 64.3 points, compared to 67.9 points for dining-in and 73.1 points through food delivery.

ISE head of research and consulting Chen Yongchang said, "The rise in takeaways appears to be in response to the heightened safe management restrictions and concerns over the COVID-19 situation during the survey period. While the data indicates the majority of consumers still prefer dine-in when given a choice, takeaway orders are likely to remain elevated for some time."

Second in the survey is the tourism sector, which scored 75.4 points. Only local visitors were interviewed due to the pandemic.

Follow the link for more news on

food and beverage

Reaching the people who run Asia's businesses is harder than it used to be.

Inboxes are crowded. Attention is short. The executives you most want to reach — the founders, CFOs, and operators who actually move budgets — are the hardest to find through the usual channels. If you're building a company, a category, or a reputation, you already know this.

We've spent twenty years building the room they read. Singapore Business Review is where senior decision makers in Singapore and across Southeast Asia come for business coverage they can't get elsewhere — in print, online, and in person at the summits and roundtables we host across seven markets.

If you have something these readers should know about — a point of view worth publishing, a product worth their attention, an event worth their time — we'd like to hear what you're trying to do.

Book a meeting

| Or download the media kit (PDF)

240,000 senior readers quarterly in print Top 1,700 Singapore companies reached

7 markets across Southeast Asia