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Customer
\nsatisfaction in Malaysia exceeds global average<\/i><\/p>\n
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Post-pandemic,
\nconsumers will increasingly expect great experiences across whichever channel
\nthey choose<\/i>\u00a0<\/i><\/p>\n
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KUALA
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The
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“Across
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“Our
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Study Highlights for trends in Malaysia:<\/b><\/p>\n \u25cb\u00a0\u00a0\u00a0\u00a0\u00a0 Transactional and self-serve
Organisations
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\nLUMPUR, MALAYSIA\u00a0–\u00a0Media
\nOutReach<\/a>\u00a0– 20 May 2021 –\u00a0<\/b>New research released today from Qualtrics (Nasdaq: XM), the
\nworld’s No.1 Experience Management (XM) provider and creator of the XM
\ncategory, reveals how consumer behaviour and expectations are changing in Malaysia,
\nand the new experiences businesses should provide to meet the needs of
\nconsumers today and in the future.<\/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 Malaysia. 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
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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
\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
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\n
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\n<\/b>Three-quarters
\nof consumers in Malaysia (73%) said they were satisfied with their brand
\ninteractions, in comparison to 66% globally. Medical (81%) delivered the
\nhighest levels of satisfaction, followed closely by and fast-food restaurants
\nand online retailers (both 79%).
\nchannels for most engagements during the pandemic, there is now a clear
\ndifferentiation between what behaviours consumers will continue to adopt.<\/li>\n
\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\u25cb\u00a0\u00a0\u00a0\u00a0\u00a0 Respondents also said they
\nintend to continue participating in exercise classes or religious services virtually,
\nas well as catching up with friends and family.<\/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: 24% of
\nconsumers would prefer to buy from an organisation that threats them well,
\ncompared to 19% 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: 35% of consumers expect to resolve support issues in
\nperson, 34% through self-service, 17% over the phone, and 14% via online chat.
\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
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