According to the latest findings by the Institute of Service Excellence at SMU (ISES) released on Thursday, customer satisfaction in furniture and department stores has fallen by about 10 per cent since last year. The two categories saw the biggest decline in eight retail sectors, which include supermarkets, petrol stations, vehicles, fashion apparel, jewellery, and clocks and watches. Overall, customer satisfaction dropped by 3.5 per cent. ISES Director Caroline Lim said: "The retail landscape is evolving. Department stores compete with online retailers. Customers expect a greater variety of brands and better price points." She added that the "difference in revenue should be a strong reason for retailers to pay attention to declining satisfaction."