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Singaporean Consumer Complaints About E-commerce

August 03, 2017 | iPrice Group

A study by iPrice and Trusted Company on 30,000 e-commerce consumer reviews.

As the most mature e-commerce market in Southeast Asia, Singapore reports to have 60% of respondents to be shopping online and having the highest spend per user worth $1022 in 2016.

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.

iPrice, working together with Trusted Company, has closely analysed more than 30,000 reviews by consumers about e-commerce in Singapore and Southeast Asia. Here is what we found out:

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.

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