Singapore Customs hosts first APEC 2009 meeting on customs procedures Let’s stamp out illegal cigarettes together! Formula One: How the cars came in   Singapore hosts chemical incidents training for Asian counterparts Traders give Singapore Customs’ service delivery the thumbs up Singapore Customs gains ground against cigarette offenders in 2008 Selective sealing of containers results in time-savings for traders   Singapore Customs marks International Customs Day 2009 Look smart! Look sharp!         Traders give Singapore Customs’ service delivery the thumbs up Singapore Customs achieved its highest Customer Satisfaction Index (CSI) of 6.69 out of 8 in its 2008 Traders’ Satisfaction Survey conducted from November 2008 to January 2009. This is up from 6.63 and 6.6 from the last two surveys conducted in 2006 and 2005 respectively. Improvements in mean scores and percentage satisfaction were also registered in all areas. The result is an endorsement by the trading community of the agency’s continual efforts to better service its customers through the years. As part of Singapore Customs’ on-going commitment to providing quality service that meets the needs of the trading community, it conducts regular surveys to assess customers’ satisfaction with its services, processes, schemes and facilities, and to gather feedback on their changing needs. The mail survey covers a wide spectrum of the trading community, ranging from importers, exporters, distributors, warehouse operators, manufacturers to declaring agents and freight forwarders. The survey respondents provide their satisfaction rating on an 8-point scale for a series of statements about Singapore Customs’ service offerings and attributes which collectively measure the trade’s satisfaction with the agency’s performance in the following broad areas: • Customs Documentation and Processes, including TradeNet and the various Customs functions; • Communications, including information dissemination channels and training; and • General Impressions of Singapore Customs, including customer responsiveness, transparency, rules review and pro-enterprise orientation. Significant improvements in mean scores were registered across the board in all three areas. Communications received the highest satisfaction rating at 6.8 (up 2.4% from 2006), followed by Customs Documentation and Processes at 6.7 (up 2%) and General Impression of Singapore Customs at 6.58 (up 0.3%). The mean scores rose substantially over the previous survey. 100% of the statements registered a mean score of 6 and above (up from 86.2% in 2006), while 85.9% of them achieved a mean score of 6.5 and above (up from 32.8%). Overall satisfaction rates also increased significantly. 98.6% of the statements recorded a satisfaction rating of 90% and above (up from 79.3% in 2006), while 84.5% of the statements saw a satisfaction rating of 95% and above (up from 37.9%). Detailed face-to-face interviews were conducted with a small number of traders as part of the survey. The findings corroborated the results of the survey, and affirmed that Singapore Customs’ array of service offerings and level of service delivery had largely met the expectations of the trading community.   Copyright © 2009 Singapore Customs. All Rights Reserved.