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Department stores offering online services see happier customers

12 Jul 2017

A special feature produced by the Institute of Service Excellence (ISE) at SMU highlighted that according to the Customer Satisfaction Index 2017 Q1 survey (CSISG), omni-channel customers tend to spend more and register higher levels of satisfaction and loyalty for the retail sectors.The survey results put the info-communications sector's score at 69.6 points, an increase of 1.10 points from a year ago, a statistically significant improvement from the year before. Neeta Lachmandas, executive director of the ISE also highlighted that the study serves as an important feedback mechanism that provides companies with insights into how their customers are rating them and the attributes that are driving customer satisfaction and loyalty.

The Business Times

Last updated on 12 Jul 2017 .