Qualtrics, the global leader in customer experience management and creator of the experience management category, today launched new research outlining the extent to which COVID-19 has encouraged consumers to embrace digital channels. Since the beginning of the pandemic, more than half (57%) of the respondents* said they have purchased more online and used online banking. Shopping for groceries online also increased (44%). In contrast, 47% of respondents said the frequency at which they visit retailers has decreased.
The move to online shows no signs of slowing with 73% of people saying it is likely they will continue online shipping over the next 6 months. In further proof of how COVID-19 is changing the behaviours and preferences of Singaporeans, 56% said it is likely they will pick up food from a restaurant rather than dining in.
There are hints of things returning to the previous normal in the coming months, despite many (92%) still saying they are concerned by the pandemic. Almost two-thirds (61%) said they will likely use public transport in the next 6 months, with eating at restaurants (58%), visiting the park (51%), and going to the mall (50%) being other popular options. Not surprisingly, travelling by air is the least likely behaviour to return, with more than 60% saying it’s unlikely they’ll travel internationally by plane.
Over the past 6 months, the number of Singaporeans expecting COVID-19 to affect their day to day life for more than a year has doubled (37% today, up from 18% in May 2020). Just under half (44%) said it will continue to affect their lives for the next 12 months.
“After months of disruption, we are beginning to see new behaviours 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 optimise the experience they deliver on their digital channels including mobile applications. 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. Businesses can deal with this ambiguity using tools like Qualtrics to get an “always-on” and integrated understanding of their customer experience across touchpoints, equipping them with end-to-end insights to continually deliver superior customer experience.” said Harish Argarwal, Head of CX Strategy for Southeast Asia.
*Qualtrics surveyed 328 Singaporeans (aged 18-65) in September 2020.