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Furniture, department stores 'bug buyers most'

Among retail sectors, they suffer biggest dip in satisfaction: Study

Published on Jun 27, 2014 9:42 AM

CUSTOMER satisfaction in furniture and department stores has fallen by about 10 per cent since last year, research released yesterday claims.

The Singapore Management University's Institute of Service Excellence (ISES) looked at department stores such as Takashimaya, Robinsons and Mustafa, as well as hundreds of furniture stores.

The two categories saw the biggest decline in eight retail sectors, which include supermarkets, petrol stations, vehicles, fashion apparel, jewellery, and clocks and watches.

Overall, customer satisfaction dropped by 3.5 per cent.

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