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新加坡零售服务改善,客户满意度指数(CSISG)为71.7分(同比增长1.7分或2.4%)|出海新加坡电商岛群第30期

2020-02-23 22:19:59

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根据新加坡管理大学(SMU)卓越服务研究所(ISES)的最新报告,新加坡零售服务正在改善。

 

其第一季度的新加坡客户满意度指数(CSISG)是基于1月至4月期间对8584名当地人和905名游客的零售和信息通信行业满意度调查而得出的。

 

得分略高于先前的研究,零售得分为71.7分(同比增长1.7分或2.4%),信息通信得分为68.51.1/1.6%)。

 

在零售调查中对八个子行业进行了测量,并引入了电子商务。零售商在品牌一级的得分也很新。

 

顶级品牌

 

珠宝获得72.3分,比69.3分上升4.2%。在品牌方面,博西尼(74.8),优衣库(74.5)和杭十(74)排名前三位。

 

百货商店从68.6点上升2.4%至70.2点。表现最佳的是DFS73.2点,增长2.2%)和高岛屋(71.7,增长1.1%)。

 

新的电子商务子行业得分为71.1分,Zalora排名第一,为73.2,其次是淘宝/天猫和Groupon,分别为72分。满意度的三大驱动因素是交货的及时性,公平的回报和交换政策,以及结帐和现场付款的便捷性。

 

在这个艰难的经济环境中,我们看到服务竞争力被利用为

 

ISES执行董事Neeta Lachmandas说。零售商越来越关注商店的氛围,探索数字创新并更新其品牌战略。

 

在超市子行业中,积分下降了1.2%,至71.5%。Cold Storage的市场份额最高,为72.5(增长1.2%),其次是圣雄(71.9,增长3.5%)和NTUC公平价格(71.7,增长1.4%)。在过去的两年中,盛世的显着增长是其在新加坡各地的扩张。

 

积极影响

 

由于在超市连锁店中引入了更多的自助结账柜台,因此ISES还测量了这对顾客满意度的影响,由于付款容易,结果被描述为正相关

 

ISES研究与咨询主管陈永昌表示:总体而言,付款的便捷性是超市满意度的最重要驱动因素。

 

家具和电子产品与去年同期相比,变化不大,为71.5点。

 

在信息通信领域,新加坡电信在移动电信服务领域排名第一,获得72分(上升3.8%),其次是StarHub67.5%,下降2.2%)和M165%,上升1.6%)。

 

网络可靠性以及密切监视和灵活调整订阅计划以及忠诚度计划的能力似乎是该行业满意度和忠诚度的关键预测指标,永昌说。

 

ISES由新加坡管理大学和新加坡劳动力发展局于2007 年共同成立,旨在帮助提高服务水平并在新加坡推广卓越的服务文化。

 

 


新加坡电商活动分享报名

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Singapore retail service improves

Singapore retail service is improving, according to the latest report by the Institute of Service Excellence (ISES) at the Singapore Management University (SMU).

 

Its first quarter Customer Satisfaction Index of Singapore (CSISG) is based on the results of face-to-face interviews with 8584 locals and 905 tourists between January and April regarding their satisfaction levels across the retail and info-communications sectors.

 

Scores were slightly higher than the previous study, with retail scoring 71.7 points (up 1.7 points or 2.4 per cent year-on-year) and info-communications scoring 68.5 (1.1 points/1.6 per cent).

 

Eight sub-sectors were measured in the retail survey, with eCommerce being introduced. Also new are scores for retailers at brand level.

 

Top brands

 

Jewellery scored 72.3 points, up 4.2 per cent from 69.3. For brands, Bossini (74.8), Uniqlo (74.5) and Hang Ten (74) took the top three positions.

 

Department stores had a 2.4 per cent increase to 70.2 points, from 68.6. The top performers were DFS (73.2 points, up 2.2 per cent) and Takashimaya (71.7, up 1.1 per cent).

 

The new eCommerce sub-sector scored 71.1 points, Zalora ranking first at 73.2 followed by Taobao/Tmall and Groupon at 72 points each. The top three drivers of satisfaction were timeliness of delivery, fair returns and exchange policies, as well as ease of checking out and on-site payment.

 

“In this difficult economic climate, we are seeing service competitiveness being leveraged as

 

a differentiator,” says ISES executive director Neeta Lachmandas. “Retailers are paying more attention to store ambience, exploring digital innovations, and refreshing their brand strategies.”

 

In the supermarkets sub-sector, points eased up 1.2 per cent to 71.5. Cold Storage claimed top spot at 72.5 (up 1.2 per cent) followed by Sheng Shiong (71.9, up 3.5 per cent) and NTUC Fairprice (71.7, up 1.4 per cent). Sheng Shiong’s significant increase follows its expansion across Singapore in the past two years.

 

Positive impact

 

Because of more self-checkout counters being introduced in supermarket chains, ISES also measured the impact of this on customer satisfaction levels, describing the outcome as “positively correlated” because of the ease of making payment.

 

“Overall, the ease of making payment is the most important driver of satisfaction at supermarkets,” says ISES head of research and consulting Chen Yongchang.

 

Furniture and electronics had little change from the same quarter last year at 71.5 points.

 

In the info-communications sector, SingTel claimed top spot with 72 point (up 3.8 per cent) for mobile telecom services, followed by StarHub (67.5, down 2.2 per cent) and M1 (65, up 1.6 per cent).

 

“Network reliability and the ability to closely monitor and nimbly adjust subscription plans as well as loyalty programs appear to be key predictors of satisfaction and loyalty for the sector,” says Yongchang.

 

ISES was jointly set up by Singapore Management University and Singapore Workforce Development Agency in 2007 to help elevate service levels and promote a culture of service excellence in Singapore.


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