The study shows that customer satisfaction in the retail sector - which comprises department stores, fashion apparel, supermarkets and e-commerce - fell by 1.5 per cent compared with last year, scoring 71.3 points out of a possible 100. The other sector that was tracked - info communications - saw customer satisfaction improving by 1.9 per cent, with 69.8 points, reversing two years of decline. The study, which computes customer satisfaction scores at the national, sector, sub-sector and company levels, involved face-to-face and online interviews, with 4,800 local consumers polled between January and April this year.
Related: Takashimaya, Sheng Siong, Uniqlo, Zalora receives thumbs up despite drop in customer satisfaction
Customer satisfaction in retail dips but rises in info communications sector: SMU study
The Straits Times Online (Jul 6)
The Straits Times Online (Jul 6)
Survey: Consumer satisfaction with retail industry declining
Zaobao Online (Jul 6)
Zaobao Online (Jul 6)
Survey: Retail customer satisfaction down 1.5%
8 World (Jul 6)
8 World (Jul 6)
Customer satisfaction in retail sector dips but rises in info-communications sector: SMU study
Head Topics (Jul 6)
Head Topics (Jul 6)
SMU study: Customer satisfaction in retail dips but rises in info communications sector
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Interview with Ms Neeta Lachmandas, SMU Institute of Service Excellence
CNA938 (News, 5.20pm) (Jul 6)