25 June 2020 (Thursday) – The Institute of Service Excellence (ISE) at the Singapore Management University (SMU) released the 2020 Customer Satisfaction Index of Singapore (CSISG) survey results for the Info-Communications and Retail sectors today.
The study showed satisfaction with the Info-communications sector dipped by a marginal 1.0% year-on-year to 71.3 points (on a 0 to 100 scale). The study polled some 1,900 subscribers of various info-communications services. Although this decline in customer satisfaction was not statistically significant, it marked the first decline in the CSISG score for the sector since 2014.
In the latest set of Retail sector findings from the annual study, researchers found that customers that did online research for information on the product they intended to purchase before making the actual purchase at a physical brick and mortar store, had higher levels of customer loyalty — 13.4% higher. They also spent significantly more at the retail store, compared to customers that did not do any online search for product information.