Telcos see 3.2% dip in Q1 for service quality: SMU study

Mobile telcos experienced a decline of 3.2 per cent in reported service quality in the first quarter of this year compared with last year, according to an annual study by SMU. Chen Yongchang, Head of Research and Consulting at SMU's Institute of Service Excellence (ISE), which conducted this survey, said the fall in ratings could be due to service issues, such as having problems reaching the call centre. The University said yesterday that another survey it conducted through online survey panels found that customers who had researched a product online before purchasing it at a brick-and-mortar store rated their willingness to repurchase from the same store 9.4 per cent higher than those who did not. Mr Chen said customers who had done their research online could have developed greater loyalty for the brand after comparing prices and quality of goods offered with those of other retailers, while ISE Executive Director Neeta Lachmandas said, "This dispels the notion that online shopping is a threat to traditional stores."