\n<\/p>\n
Customer
\nsatisfaction in Singapore exceeds global average<\/i><\/p>\n
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Post-pandemic,
\nconsumers will increasingly expect great experiences across whichever channel
\nthey choose<\/i><\/p>\n
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SINGAPORE\u00a0–\u00a0Media OutReach<\/a>\u00a0– 20 May 2021 – New
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The
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“Across
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“Our
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Study
\u25cb\u00a0\u00a0\u00a0\u00a0\u00a0 Consumers in Singapore are
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Organisations
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Additional Information:<\/b><\/p>\n
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\nresearch released today from Qualtrics (Nasdaq: XM), the world’s No.1
\nExperience Management (XM) provider and creator of the XM category, reveals how
\nconsumer behaviour and expectations are changing in Singapore, and the new experiences
\nbusinesses should provide to meet the needs of consumers today and in the
\nfuture.<\/p>\n
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\nnew study from the Qualtrics<\/a> <\/a>Experience Management
\n(XM)<\/a> Institute<\/a>, “2021 Consumer Trends
\nin APAC”, examined the perspectives of 1,000 consumers in Singapore. The
\nstudy highlights how companies will need to rewrite their playbooks to deliver
\ngreat online, in-person, and hybrid experiences to attract and retain
\ncustomers. <\/p>\n
\n
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\nthe world and especially in Southeast Asia, we are seeing customer preferences
\nand expectations evolve at a rapid pace. If businesses are going to adapt and
\nthrive in this new environment, they need to understand the ‘how’ and ‘why’
\nbehind these shifting behaviours, and then use the insights to proactively
\ndesign and continually improve offline and online experiences for their
\ncustomers,” said Harish Agarwal, Head of CX Solutions & Strategy for
\nQualtrics in Southeast Asia.<\/p>\n
\n
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\n
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\nresearch shows that consumers are not going back to the way things were,” said
\nBruce Temkin, Head of the Qualtrics XM Institute. “Consumers have adapted to a
\nnew, digital-first landscape, and the experiences that they have with brands across digital channels directly
\nimpact their purchasing decisions. In order to be successful, organisations
\nneed to prepare for the future instead of trying to recreate the past.” <\/p>\n
\n
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\n
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\nHighlights for trends in Singapore:<\/b><\/p>\n\n
\naverage. <\/b>Three-quarters
\nof consumers in Singapore (73%) said they were satisfied with their brand
\ninteractions, in comparison to 66% globally. Grocery stores (76%), and medical
\nclinics (76%) both delivered the highest levels of satisfaction, followed
\nclosely by banks and streaming services (both 75%).
\nchannels for most engagements during the pandemic, there is now a clear
\ndifferentiation between what behaviours consumers will continue to adopt and
\nwhich ones they will revert to – if at all.<\/li>\n
\ngoing back to face-to-face engagements for more personal interactions, such as
\nexercise classes and religious services, or catching up with friends and
\nfamily.<\/ul>\n\u25cb\u00a0\u00a0\u00a0\u00a0\u00a0 Transactional and self-serve
\nengagements – including online retail and grocery shopping, using food delivery
\nservices, online banking, contacting customer support, online education, and
\nstreaming content – is expected to increase. Consumers also said they expect to
\ncontinue accessing medical advice online.<\/ul>\n\n
\nthan before about their purchasing choices, and organisations need to do more
\nthan market the quality or price of their products and services: 19% of
\nconsumers would prefer to buy from an organisation that treats them well.
\nmultiple platforms. <\/b>Organisations need to invest in delivering quality customer
\nservice and meet customers where they are – whether that’s online, in-person or
\nsomewhere in between: 30% through self-service, 28% of consumers expect to
\nresolve support issues over the phone, 25% in person, and 17% through online
\nchat.
\ngreater levels of trust and advocacy among consumers. Consumers who have good
\nexperiences with organisations in critical industries \u2014 such as education
\nsystems, hospitals\/medical clinics, and government agencies \u2014 are more likely
\nto trust them. And when consumers trust an organisation, they’re more likely to
\nrecommend them to friends and family, helping to attract new customers.<\/li>\n<\/ul>\n
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\nmust continue to change and adapt to the changing consumer expectations in the
\npost-pandemic environment. To do that at scale, organisations will need
\nexperience data – what consumers say they want and expect \u2014to stay ahead of
\ncustomer expectations and design the experiences that attract and retain them.<\/p>\n
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