Survey: Consumer satisfaction with retail industry declining
Takashimaya department store, supermarket chain Sheng Siong as well as fashion labels Uniqlo and Zalora have received the thumbs up from consumers but a study shows that customer satisfaction in the retail sector has declined. These findings, released yesterday, come from an annual study by the SMU Institute of Service Excellence. The study shows that customer satisfaction in the retail sector - which comprises department stores, fashion apparel, supermarkets and e-commerce - fell by 1.5 per cent compared with last year, scoring 71.3 points out of a possible 100. The other sector that was tracked - info communications - saw customer satisfaction improving by 1.9 per cent, with 69.8 points, reversing two years of decline. The study, which computes customer satisfaction scores at the national, sector, sub-sector and company levels, involved face-to-face and online interviews, with 4,800 local consumers polled between January and April this year.