Singapore – As COVID-19 restrictions are in place, more and more Singaporeans are shifting towards patronizing digital gateways, a report from customer experience management company Qualtrics shows.
About 57% of the respondents said they have made more online purchases at this time, and shifted towards using online banking; while the study also found a 44% increase in online grocery shopping was also evident among respondents.
“After months of disruption, we are beginning to see new behaviors and preferences emerge that are likely to remain post-pandemic. There is no doubt that there has been a massive shift towards digital, making it critical for brands to ensure they are able to optimize the experience they deliver on their digital channels including mobile applications,” said Harish Agarwal, Qualtrics’ head of CX strategy for Southeast Asia.
The study also probed on Singaporeans’ concerns during the pandemic, where the majority of respondents, 92%, shared that they are still worried about the global pandemic and its effects on normal activities.
Despite growing pandemic concerns, some Singaporeans were shown to be optimistic about resuming routine activities such as using public transport (61%), eating out at restaurants (58%), visiting a park (51%), and going to the mall (50%) in the next six months.
“Simultaneously, even though Singaporeans are beginning to go back to some previous habits, high levels of ambiguity remain, meaning businesses must be able to understand and quickly respond to changing environments,” Agarwal added.
