SINGAPORE – Most people in Singapore prefer human interaction over using digital channels to solve customer service issues, a survey by Accenture Strategy has revealed.

It showed that 83 per cent of consumers prefer dealing with customer service representatives face-to-face rather than through digital channels.

Almost 60 per cent agree that in-store service is the best way to get a tailored experience, while about 40 per cent say they would rather go to a store than use digital channels for advice on products and services.

The survey gauges the experiences and attitudes of 24,489 consumers in 33 countries around the world about marketing, sales and customer services. About 350 consumers in Singapore were included in the sample. The survey was conducted online in August and September 2015 and the results were released on Tuesday (May 24) in a media release.

The survey also found that about 70 per cent of consumers in Singapore have switched service providers in the past year due to poor customer service, with retailers, banks and Internet service providers being some of the worst offenders.

In Singapore, customers switching due to poor service cost companies an estimated US$26 billion (S$36 billion).

However, better customer service makes consumers willing to pay more for goods and services, with nearly 50 per cent of consumers saying that they are willing to pay a higher price for better service.

This article was first published on May 24, 2016.
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There is a new weapon in the war against dengue and Zika, and it fits right inside your smartphone.

Mozzie Watch Keeper @ North West is an interactive e-learning mobile application launched yesterday in an effort to rally the community to learn about, prevent, spot and report cases of potential mosquito breeding grounds.

It is jointly developed by North West Community Development Council (CDC), Holland Bukit-Panjang Town Council and the National Environment Agency (NEA).

According to NEA, the warmer weather this year has shortened the breeding cycles of mosquitoes, which has resulted in an unusually high number of dengue cases since the start of this year – at least 7,968 so far.

The app was developed to address the urgency of dengue prevention as well, in light of the recent Zika case.

It contains a Spot and Report module, with which users can take pictures of potential mosquito breeding grounds and report them to NEA.

It also has an e-learning quiz module aimed to create awareness of and provide knowledge for effective dengue and Zika prevention.

This is not the first time a CDC has tapped on technology to combat dengue and Zika. Earlier this week, South West CDC and NEA collaborated with global life sciences company Bayer to develop an educational portal on mosquito-borne diseases.

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Suburban mall Compass Point in Sengkang, which closed in October last year for a facelift, has been given a new name closer to the original when it reopens later this year.

The revamped Compass One will feature an enlarged public library over two levels, more than 50 new retailers and newly improved amenities such as a children’s playground, the mall’s owner, M&G Real Estate, announced in a press release last week.

The mall was in the news last December when it held a naming contest on social media, with the winner awarded a $1,000 cash prize. But the name that was picked – 1 Sengkang Mall – was criticised for being boring and lacking in creativity.

Many also requested that the mall retain its original name.

On why the management decided on the second name change, M&G said it had been getting a lot of feedback from its customers who “miss the old name and want it back”.

“So we have put Compass back in the name. But we also wanted to stick with our original plan to give the mall a new name to reflect a fresh, lively and vibrant experience that is going to be a step up from its predecessor,” a spokesman said.

“So we have mixed the old and the new with Compass One. One is the address of the site and also reflects our ambition to make this the best shopping experience in the area.”

In its press release, M&G revealed that 90 per cent of the retail space in the mall has been leased to tenants, well ahead of its targeted opening in the third quarter.

Supermarket chain Cold Storage, foodcourt operator Kopitiam and the Sengkang Public Library will remain the anchor tenants.

Erle Spratt, manager of M&G’s core Asia real-estate investment strategy, said: “The substantial investment we have made to refurbish and upgrade the mall as well as acquiring full ownership demonstrates our long-term confidence in the Sengkang suburban retail market.

“Closing the mall for the works shows our determination to deliver the improvements safely and efficiently to minimise inconvenience for residents.”

M&G Real Estate, the real-estate fund management arm of M&G Investments, took full ownership of the mall in February. It had previously owned a majority stake since 2002.

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The man who hit the news in March for living on a lorry with his pregnant wife was detained early this month, for failing to appear in court thrice for a lawsuit over his ex-wife’s alimony.

My Paper and Chinese daily Lianhe Wanbao reported in previous months about 44-year-old delivery man Wang Baohua, who lived like a nomad with his Vietnamese wife.

They cooked, ate, did their laundry and slept on the back of the vehicle at Changi Beach Park at night.

After his plight was reported, Mr Wang managed to get a two-room rental flat at Bedok North last month.

However, when he headed to the Immigration and Checkpoints Authority of Singapore (ICA) on May 5 to update his address, he was detained, Wanbao reported yesterday.

Mr Wang explained that he had lived at a rental flat in Macpherson many years ago but moved out to live on his lorry after that and had no fixed address. The court sent letters to his old Macpherson address and he did not receive them.

He was detained for 12 hours before a friend bailed him out.

Mr Wang said he was most worried about his pregnant wife while he was detained.

“I was alone and I couldn’t call her. She can’t speak Mandarin and I was worried that she wouldn’t know how to go home. Thankfully, she met a good person who helped her.”

Last Thursday, he went to court to address the alimony case with his ex-wife.

Mr Wang’s wife, Nguyen Thi Phu Vinh, told Wanbao that Vietnamese media had carried their story as well.

Her parents heard about her “hard life” here and asked her to return home.

Friends asked about her well-being and Vietnamese consulate staff contacted her.

When the news broke, more than 50 My Paper readers wrote in to offer items ranging from furniture and baby clothes to milk powder.

The couple, who thanked readers for their offers of help but turned down the gifts, have furnished their flat with items from friends.

“We have all the furniture we need. Thank you everyone for your goodwill but my house cannot accommodate so many items,” said Mr Wang.

He added that his greatest wish is for his child to be born healthy and for his lawsuit to be settled smoothly.

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