Singaporean Consumer Complaints About E-commerce
A study by iPrice and Trusted Company on 30,000 e-commerce consumer reviews.
Revenue in the e-commerce market amounts to $3.3 billion dollars in 2017 and set to expand by 11.2% resulting in a market volume of $5 billion 2021. Being the country to assume chairmanship of ASEAN next year, Singapore plans to drive e-commerce and other wings of the digital economy within the region.
With Singaporeans being less compelled to visit brick and mortar stores, retail stores are urged to incorporate e-commerce and adopt an omni-channel business model. Coupled with changing regulations allowing banks to operate or acquire major stakes in businesses involved in the online sale of consumer goods and services, Singapore is becoming a major force in the ecommerce space.
But regardless of how compelling the e-commerce market is in Singapore, it is still a business that has its share of happy and unhappy customers; it is very important that e-commerce businesses listen and understand the needs of their customers.
1.COMPLAINS THE MOST
Singapore is the top provider of complaints with 34.7% compared to other Southeast Asian countries. While coming in second place is the Philippines with 30.2% and third place is Thailand with 28.67%.
2. ALL CAPS ON
Singaporeans were 25% more likely to write complaints with CAPITAL LETTERS as compared to Malaysians.
3. HARD TO IMPRESS
Singaporeans rate their e-commerce experiences 2.9 out of 5 stars while Indonesians are happiest with their e-commerce experiences and rate them 4 out of 5 stars on average.
4. HIGHEST REFUND REQUESTS
29% of total reviews left by Singaporeans have requested for a refund while only 8.3% of Malaysians have done so in a negative review.
5. LESS PRICE SENSITIVE
Only 8.69% of total feedback from Singapore total feedback commented on the price of products. This is the lowest compared to other SEA countries such as the Philippines with 20.05% and Malaysia with 9.73%.
6. LOVES TO SHARE
Though Singaporeans are the most demanding, they are more likely to share their joy publicly if an e-commerce store meets or exceeds their expectations. They are 2x more likely to share their joy than Indonesians.