The improved scores can be attributed to the supermarkets’ new emphasis on “in-store experience” such as staff’s familiarity with supermarket procedures, their professionalism and product knowledge as well as the stores’ product variety. The survey is conducted by the Institute of Service Excellence (ISES) at SMU.
Link:
http://smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2013/sources...