The two sectors pulled up last year's national score to 68 out of 100 - from 67.8 in 2008 - in the Customer Satisfaction Index of Singapore.

The findings, released yesterday by the Institute of Service Excellence at the Singapore Management University, completes the survey of eight sectors with the other six having reported lower scores in October.

How did the banks overcome the flak they had previously received? None gave specific steps.

Mr Sebastian Arcuri, head of personal financial services at HSBC Singapore, said: "We're delighted the relationship-based approach to the way we serve our customers and design our products ... has paid this wonderful dividend for HSBC."

UOB senior vice-president of personal financial services (sales and distribution) Kevin Lam said: "A key benchmark for UOB bankers is for us to be convinced and satisfied by our own solutions and products before recommending them to our customers - it has to be financial advice we ourselves will commit to."

Of the banks named, only DBS Bank dropped points. Its spokesperson said: "A focus on customer satisfaction is going to be one of the mainstays of our strategy going forward. We know we have much to do on this front, and are committed to investing the attention and resources required to improve."

The index is driven by customer expectations, perceived overall quality and perceived value.

Private hospitals outdid restructured ones

In healthcare, Thomson Medical Centre nailed top spot. It was also the most improved hospital. Of the six restructured hospitals, only Singapore General Hospital and Tan Tock Seng Hospital posted marginal improvements.

"We take patient feedback very seriously, hence the myriad avenues available to patients, for example, patient feedback lunch, electronic feedback and forms," said SGH service quality director Isabel Yong.

"Where our shortfall relates to limitations in infrastructure, capacity or complex processes, interim measures will be put in place."

For instance, when there is an unanticipated surge of patients requiring admission at its accident and emergency department, patients are placed in a transition ward, with treatment initiated to eliminate delay.

A spokesperson from Changi General Hospital attributed its ratings drop to several factors.

Apart from stringent visitor policy due to H1N1, she said, "as a busy acute hospital in a fast growing region of Singapore and with one of the busiest A&E departments, our patient load has steadily increased. The high volume of patients has put pressure on our facilities".

CGH has an occupancy of 99 per cent. The hospital renovated its facilities last year to cope with the increased volume and added 10 more clinic consultation rooms and an escalator to its basement. "All these renovations have resulted in noise and inconvenience in the Specialist Clinics and the A&E," noted the hospital.

CGH plans to renovate its A&E and add 14 clinic consultation rooms to serve the public better.