\n<\/p>\n
Customer
\nsatisfaction in the Philippines exceeds global average<\/i><\/p>\n
\n
<\/p>\n
\u00a0<\/i><\/p>\n
\n
<\/p>\n
Post-pandemic,
\nconsumers will increasingly expect great experiences across whichever channel
\nthey choose<\/i>\u00a0<\/i><\/p>\n
\n
<\/p>\n
MANILA, PHILIPPINES\u00a0–\u00a0Media OutReach<\/a>\u00a0– 20 May 2021 –
\u00a0<\/p>\n
The
\u00a0<\/p>\n
“Across
\u00a0<\/p>\n
“Our
\u00a0<\/p>\n
Study
Organisations
\u00a0<\/p>\n
\n<\/b>New research
\nreleased today from Qualtrics (Nasdaq: XM), the world’s No.1 Experience
\nManagement (XM) provider and creator of the XM category, reveals how consumer
\nbehaviour and expectations are changing in the Philippines, and the new
\nexperiences businesses should provide to meet the needs of consumers today and
\nin the future.
\n
<\/p>\n
\n
<\/p>\n
\nnew study from the Qualtrics<\/a> <\/a>Experience Management
\n(XM)<\/a> Institute<\/a>, “2021 Philippines
\nConsumer Trends”, examined the perspectives of 1,000 consumers in the
\nPhilippines. The study highlights how companies will need to rewrite their
\nplaybooks to deliver great online, in-person, and hybrid experiences to attract
\nand retain customers. <\/p>\n
\n
<\/p>\n
\n
<\/p>\n
\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
<\/p>\n
\n
<\/p>\n
\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
\nacross digital channels directly impact their purchasing decisions. In order to
\nbe successful, organisations need to prepare for the future instead of trying
\nto recreate the past.” <\/p>\n
\n
<\/p>\n
\n
<\/p>\n
\nHighlights for trends in the Philippines:<\/b><\/p>\n\n
\naverage. <\/b>Almost <\/b>three-quarters of consumers in the
\nPhilippines (72%) said they were satisfied with their brand interactions, in
\ncomparison to 66% globally. Fast-food restaurants (85%) and Grocery stores (82%)
\nboth delivered the highest levels of satisfaction, followed closely by
\nstreaming services (81%).
\nchannels for most engagements during the pandemic, there is now a clear
\ndifferentiation between what behaviours consumers will revert to or continue to
\nadopt – if at all.<\/li>\n<\/ul>\n\u25cb\u00a0\u00a0\u00a0\u00a0\u00a0 Consumers in the Philippines said
\nthey expect to do less of the new digital behaviours they adopted during the
\npandemic as things return to normal – including online retail and grocery
\nshopping, using food delivery services, contacting customer support, online
\neducation, and streaming content<\/ul>\n\u25cb\u00a0\u00a0\u00a0\u00a0\u00a0 The only behaviour consumers
\nsaid they expected to do more of was online banking<\/span><\/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: 23% of
\nconsumers would prefer to buy from an organisation that treats them well,
\ncompared to 10% who favour price.
\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: 31% of consumers expect to resolve support in person, 30%
\nover the phone, 23% through online chat, and 16% via self-serve systems.
\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
\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
\n
<\/p>\n
\n
<\/p>\n