According to the 2014 Q1 results from the Customer Satisfaction Index of Singapore, a survey by the Institute of Service Excellence at SMU (ISES), the customer satisfaction score for the retail sector fell year-on-year by 3.5 per cent to 69.6 points. ISES Director Caroline Lim said: “Satisfaction levels will fluctuate year to year, but company leadership should maintain a long-term outlook to progressively raise customer satisfaction.” A highly satisfied customer would have spent 23.3 per cent more at a departmental store over a one-year period than a less satisfied customer, pointed out Ms Lim. “This link between improved satisfaction and increased spending is compelling and worth tracking,” She said.