The Institute of Service Excellence (ISE) at the Singapore Management University (SMU) released the Retail and Info-Communications industry sector findings from the Customer Satisfaction Index of Singapore (CSISG) 2020 national study on 30 Jun 2021.
The study showed satisfaction with the Info-communications sector declined by a significant 4.0% year-on-year to 68.5 points (on a 0 to 100 scale). This fall came on the back of a smaller decline of 1.0% in the previous year. These results were based on a survey conducted between January and April 2021 when many people were still staying at and working from home due to pandemic restrictions.
The Retail sector recorded a 1.9% year-on-year improvement to score 72.4 points in customer satisfaction. This upswing came via incremental upticks in the performance of the Department Stores (72.7 points), Fashion Apparels (73.3 points), and Supermarkets (72.0 points) sub-sectors. However, the fourth constituent Retail sub-sector, e-Commerce, registered a clear decrease in CSISG performance, falling 2.4% to score 71.1 points.
Please click on the Press Release to read more.