Department stores offering online services see happier customers

In a full-page feature about the Customer Satisfaction Index of Singapore (CSISG) released by the Institute of Service Excellence (ISE) at SMU, ISE Executive Director Neeta Lachmandas commented on results for the retail sector: "The retail sector has faced a period of slowdown in recent years due to a host of issues including manpower challenges, changing consumption patterns and competition from a growing number of e-commerce retailers. Findings from the CSISG 2017 Q1 study suggest that efforts at sharpening the value proposition of department stores in particular are paying off in the area of customer satisfaction. ISE Head of Research & Consulting Chen Yong Chang commented that “traditional bricks and mortar stores could be better served and complemented by developing a robust omni-channel presence if they have not already done so; it can potentially give them a competitive edge over the e-commerce retailers."