Singaporeans Love To Use CAPITAL LETTERS When Complaining About Online Services
A pretty interesting insight into how people in Singapore, Malaysia, Thailand, and the Philippines complain about e-commerce services.
By John Lim — 29 May 2017, 12:47 PM
A recent study by iPrice and TrustedCompany revealed some pretty interesting facts about e-commerce complaints in four Southeast Asian countries
The two companies conducted a study - analysing 30,000 reviews on e-commerce platforms (especially complaints) by Singaporeans, Malaysians, Thais, and Filipinos.
Singaporeans are 25% more likely to use capital letters in their complaints compared to Malaysians
Yup, our neighbours from across the Causeway are more likely to "yell" when it comes to complaints.
On top of that, Singaporeans rank number one in requests for refunds
Singaporeans have higher expectations on e-commerce stores as compared to their counterparts in the region. 29% of them have requested a refund while only 8.3% of Malaysians have done so.
On the other hand, Filipinos are not too impressed by their local e-commerce players
Consumers in the Philippines are more likely to leave a negative review of their local e-commerce players as compared to Malaysians.
57 of them mention the word "worst" in their reviews while 33% write reviews with insults. Ouch.
Indonesians are a gracious lot. While they are 104% more likely to mention fraud as compared to Malaysians, they're more 100% more likely to leave higher ratings in their reviews.
They are also the happiest with their e-commerce experiences and rates them 4.2 out of 5 stars.
Malaysians were less demanding with an average rating of 4 out of 5 stars while Singaporeans gave 2.9 out of 5 stars and Filipinos at 3.4 out of 5 stars
The survey summed it up by saying that the younger generation of e-shoppers are more demanding
Post-millennials have higher expectations in e-commerce as compared to their older counterparts.
Reviewers below the age of 20 are 13% more likely to give a lower rating than those between 25 and 30 when it comes to complaints.