😊Requirements of Satisfied Customer
Learn how to fulfill the 5 satisfied customers criteria
Requirements
You must provide at least 5 Singapore registered SMEs customer references who fulfil the following criteria:
Group Annual Sales turnover of not more than S$100 million or Group Employment size of not more than 200 workers
Current users of the implemented solution and have been using it for at least 6 months, with first deployment invoices available to demonstrate service delivery capabilities and verify this usage period.
Your customers must have SSIC codes that correspond to the specified sector requirements for your solution category
Generic/Essential Business - The 5 Satisfied Local SMEs must be from 3 different industries and the solution must demonstrate that it can be used by broad-base industry.
Retail - The 5 Satisfied Local SMEs must be from "Retail" Sector with primary OR secondary SSIC codes that begin with 47.
Personal Care Services - The 5 Satisfied Local SMEs must be from "Personal Care Services" Sector with primary SSIC codes in 96021, 96022, 96023, 96024 or 96029.
Food Services - The 5 Satisfied Local SMEs must be from "Food Services" Sector with primary SSIC codes in 56111, 56112, 56121, 56122, 56123, 56130, 56201, or 56202.
Early Childhood - The 5 Satisfied Local SMEs must be from ""Early Childhood"" Sector. Charity, NPO, and organisations in Education Sector may be accepted
All other sectors - The 5 Satisfied Local SMEs must be from specified sector. Refer to SSIC guide to understand what is the SSIC code for each sector.
Note:
These customers may be contacted by IMDA for verification.
Survey participants will need to sign in using the Singpass app to access the online survey. The Singpass ID will be included with the survey submission.
Customer Satisfaction Survey link Generation
There are two ways to generate the survey link
FAQ
Q: How do I know if my customer has completed a survey?
A. 1. You can request your customer to input your email address in the survey form and you will be notified.
You can contact your customer directly to confirm.
Alternatively, you can send a request via this form and select the "Find out if my customer has completed the customer satisfaction survey" option.
Q: How do I check the SSIC code of a business entity?
You can perform ACRA UEN or company name search.
Q: If my customer is in a restaurant business but the bizfile is not changed yet. Can I still use this customer as a reference?
A: Yes, we may accept this customer as a reference provided that you submit additional evidence to demonstrate the restaurant operations, such as photos of the restaurant premises, business location details, and other supporting documentation that verifies their actual business activities align with the Food Services sector requirements
Q: Can charity or NPO be used as a customer reference?
A: Charity and NPO organisations may be used as customer references for Early Childhood sector solutions. They cannot be accepted as references for all other solution categories
Q: Why is it necessary to use 3 customers from 3 different industries for a Generic/Business Essential solution category? My solution is definitely able to serve any industry.
A: By requiring customers from 3 different industries, we can verify that your solution truly functions as a broad-based solution capable of serving diverse business needs across multiple sectors, rather than being tailored to specific industry requirements
Q: Can I submit overseas customers as references?
A: No, only Singapore-registered SMEs can be submitted as customer references. This requirement ensures that the solution is suitable and proven effective within the Singapore SME market context.
Q: Can my reference customers be affiliated to me or affiliated to each other?
A: No, reference customers cannot be affiliated to you or to each other. Affiliated relationships may introduce bias in customer feedback and ratings, which would compromise the objectivity and credibility of the references provided. Additionally, if customers are related to each other, they will only be counted as one reference.
Q: Must my reference customers be active users of my solution?
A: Yes, they must be still using your solutions.
Q: Will my reference customers be contacted for verification?
A: Yes, we reserve the right to contact your reference customers should verification be required.
Q: If my invoiced customer is an MNC but the solution is used by its subsidiary, can the subsidiary perform the survey and be counted as one of the 5 satisfied customers?
A: No, the invoiced customer name must match the entity performing the survey. As the invoice is issued to the MNC and not the subsidiary, the subsidiary would not be eligible to be counted as one of the 5 satisfied customers. If you face this issue, you are welcome to reach out to us to discuss further.
Q: My customer is a non-paying customer who is on a free trial. Can they be used as a customer reference?
A: No, customer references must be paying customers. As the pre-approval process is intended to assess the commercial viability and market acceptance of your solution, free trial customers do not reflect a genuine commercial transaction and therefore would not be eligible as a customer reference.
Q: My customer does not have a Singpass to log in to perform the FormSG survey. What is my recourse?
A: Most individuals who are employed in Singapore should have a Singpass account. If your customer does not have one, they may register for a Singpass at www.singpass.gov.sg. Should your customer continue to face difficulties accessing the survey, please reach out to us and we will assist on a case-by-case basis.
Tips: We recommend starting with this step first while working on other parts of your pre-approval application simultaneously.
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