Analyzing Consumer Complaints about E-Commerce in Southeast Asia
An article by Business.com highlighted that consumer feedback is great to increase credibility and compel customers. This is among the biggest issues faced by e-commerce in the sector at this moment. A study by Bain & Company highlighted that consumers in the region say they don’t fully trust e-commerce platforms and that these complaints are typical in the early stages at less developed e-commerce sectors.
There is much said about the potential of e-commerce in Singapore and Southeast Asia. But what are consumers saying about e-commerce in this region? iPrice, a price comparison website partnered with Trusted Company, a 3rd party platform for consumer reviews recently conducted a study; analyzing 30,000 reviews (especially complaints) by Singaporeans, Malaysians, Thais and Filipinos.
What do you think of this study? Do you think this is true to the mentioned nationalities? Let me know what you think.
Do you think Singaporeans are more likely to ask for refunds, complain and give positive feedback because they are more used to sophisticated shopping experiences, both online (more websites offering ecommerce) and offline (shopping culture, malls…)?
Or is it coming from other cultural characteristics (“Chinese” culture, high-income earners expecting more from their money, used to more competition…)?