The SMU Institute of Service Excellence (ISE) announced the customer satisfaction index for the retail and information communication sectors this year. 5050 consumers took part in the survey between January and April. The survey found that consumer satisfaction for the major telcos in Singapore had fallen overall. ISE's Head of Research Chen Yongchang shared that more people are now working and enjoying entertainment at home due to the pandemic, the inability of telcos to meet the resultant surge in demand could have affected customer satisfaction. As to why there has been a decline in customer satisfaction with the e-commerce sector despite the sector growing rapidly, ISE Executive Director Neeta Lachmandas pointed out that the sector is highly competitive with businesses competing to launch websites and apps that come with more and more functions, which might lead to consumers feeling confused.