Odisha Samachar Odisha Breaking News , Odisha Current News , Odisha News
Related Articles
Customer
satisfaction in Singapore exceeds global average
Post-pandemic,
consumers will increasingly expect great experiences across whichever channel
they choose
SINGAPORE – Media OutReach – 20 May 2021 – New
research released today from Qualtrics (Nasdaq: XM), the world’s No.1
Experience Management (XM) provider and creator of the XM category, reveals how
consumer behaviour and expectations are changing in Singapore, and the new experiences
businesses should provide to meet the needs of consumers today and in the
future.
The
new study from the Qualtrics Experience Management
(XM) Institute, “2021 Consumer Trends
in APAC”, examined the perspectives of 1,000 consumers in Singapore. The
study highlights how companies will need to rewrite their playbooks to deliver
great online, in-person, and hybrid experiences to attract and retain
customers.
“Across
the world and especially in Southeast Asia, we are seeing customer preferences
and expectations evolve at a rapid pace. If businesses are going to adapt and
thrive in this new environment, they need to understand the ‘how’ and ‘why’
behind these shifting behaviours, and then use the insights to proactively
design and continually improve offline and online experiences for their
customers,” said Harish Agarwal, Head of CX Solutions & Strategy for
Qualtrics in Southeast Asia.
“Our
research shows that consumers are not going back to the way things were,” said
Bruce Temkin, Head of the Qualtrics XM Institute. “Consumers have adapted to a
new, digital-first landscape, and the experiences that they have with brands across digital channels directly
impact their purchasing decisions. In order to be successful, organisations
need to prepare for the future instead of trying to recreate the past.”
Study
Highlights for trends in Singapore:
- Consumer satisfaction in Singapore exceeds the global
average. Three-quarters
of consumers in Singapore (73%) said they were satisfied with their brand
interactions, in comparison to 66% globally. Grocery stores (76%), and medical
clinics (76%) both delivered the highest levels of satisfaction, followed
closely by banks and streaming services (both 75%). - Consumers went digital, and most of them are not going back. Having embraced new digital
channels for most engagements during the pandemic, there is now a clear
differentiation between what behaviours consumers will continue to adopt and
which ones they will revert to – if at all.
○ Consumers in Singapore are
going back to face-to-face engagements for more personal interactions, such as
exercise classes and religious services, or catching up with friends and
family.
- ○ Transactional and self-serve
engagements – including online retail and grocery shopping, using food delivery
services, online banking, contacting customer support, online education, and
streaming content – is expected to increase. Consumers also said they expect to
continue accessing medical advice online.
- Customer service is an important differentiator. Consumers are more discerning
than before about their purchasing choices, and organisations need to do more
than market the quality or price of their products and services: 19% of
consumers would prefer to buy from an organisation that treats them well. - Consumers increasingly expect great experiences across
multiple platforms. Organisations need to invest in delivering quality customer
service and meet customers where they are – whether that’s online, in-person or
somewhere in between: 30% through self-service, 28% of consumers expect to
resolve support issues over the phone, 25% in person, and 17% through online
chat. - Satisfaction breeds trust and advocacy. Positive experiences inspire
greater levels of trust and advocacy among consumers. Consumers who have good
experiences with organisations in critical industries — such as education
systems, hospitals/medical clinics, and government agencies — are more likely
to trust them. And when consumers trust an organisation, they’re more likely to
recommend them to friends and family, helping to attract new customers.
Organisations
must continue to change and adapt to the changing consumer expectations in the
post-pandemic environment. To do that at scale, organisations will need
experience data – what consumers say they want and expect —to stay ahead of
customer expectations and design the experiences that attract and retain them.
Additional Information:
Source link
