Customer satisfaction scores for retail & info-communications sectors improve

Customer satisfaction scores for the retail and info-communications sectors improved between 2012 and 2013. This is according to the 2013 first quarter Customer Satisfaction Index of Singapore (CSISG) results for these sectors, released by the Institute of Service Excellence at SMU (ISES) on Thursday. The latest customer satisfaction survey, which was carried out in January and April this year, garnered 7,656 responses. ISES Director Caroline Lim noted that the surveys give companies a sense of how well they are doing. "These surveys do have a role to play. They help us understand how competitive we are in terms of the different sectors, and also what kind of intervention can be put in place to help us further improve service standards. Companies can also take a leaf from their performance, as well as that of their competitors and other industry players, to then have a sense of how well they are doing, satisfying their customers and how well their rivals are satisfying their customers," she said.