Online florists among top 10 on Singapore's best customer service list

Three clinch top spots in latest poll, which includes online retailers, more industries

- Elisha Tushara

Luxury hotel Dusit Thani Laguna Singapore has been crowned Singapore's best customer service provider, dethroning Shangri-La, a five-star hotel near Orchard Road, which topped the list in the last two years.

Hotel brands occupied half of the top 10 spots in the 2024/2025 edition of Singapore's Best Customer Service survey, but the 2025 list features a broader mix of industries, including online florists, wedding planners, eyewear retailers and furniture stores.

A Dusit Thani Laguna Singapore spokeswoman said the property's service philosophy is inspired by "gracious Thai hospitality", where a combination of warmth, attentiveness and respect makes every guest feel truly cared for.

"What sets us apart is our ability to create a personalised, resort-like experience in Singapore, ensuring every interaction feels sincere, intuitive and memorable," she said.

Beyond receiving standardised technical training, the hotel's staff attend workshops on anticipating unspoken needs, cross-cultural awareness and mindfulness.

Guests receive the Thai "wai", a traditional greeting where palms are pressed together in a prayer-like manner.

"It is about creating little moments of delight that go beyond the expected, whether that's remembering a returning guest's favourite drink or recommending experiences to suit a family with young children," the spokeswoman said.

The fourth edition of the survey, conducted by The Straits Times and global data company Statista in March and April, identified Singapore's best customer service retailers and service providers from among 1,800 companies across 102 categories.

More than 10,000 respondents rated brands that provide customer experiences in traditional retail, online and services segments.

The survey results were released on Aug 20.