Deep dive into SEA's digital economy
Dig into more digital economy metrics from the Google-commissioned Kantar e‑Conomy SEA 2023 consumer survey. Use the drop-downs below to start exploring.
Source: Google-commissioned Kantar e-Conomy SEA 2023 research
The research was conducted in Indonesia, Malaysia, Philippines, Singapore, Thailand, and Vietnam. Data collection ran from 10/08/2023 – 01/09/2023 via a 25-minute online survey. The survey was conducted among a total of n=7,881 respondents aged 18-64 who had interacted with at least one of our designated digital economies within a specified period of time. Each respondent was allocated to a maximum of 2 verticals based on least fill quota. E-commerce excludes groceries. Gaming activity includes use of paid apps and in-app purchases. Streaming includes both music and video. Travel includes both flights and accommodation bookings. Digital financial services include investments, loans, and insurance. Where multiple subverticals are involved, responses are averaged across subverticals.
Bases:
Total SEA active e-commerce users, n=1,929 (ID n=319, MY n=320, PH n=321, SG n=310, TH n=320, VN n=339)
Total SEA active ride-hailing users, n=1,952 (ID n=321, MY n=320, PH n=321, SG n=331, TH n=320, VN n=339)
Total SEA active online food delivery users, n=1,927 (ID n=321, MY n=319, PH n=320, SG n=308, TH n=320, VN n=339)
Total SEA active gaming users, n=1,950 (ID n=322, MY n=318, PH n=321, SG n=328, TH n=322, VN n=339)
Total SEA active streaming users, n=1,952 (ID n=319, MY n=319, PH n=321, SG n=333, TH n=321, VN n=339)
Total SEA active online travel users, n=1,952 (ID n=320, MY n=320, PH n=322, SG n=330, TH n=321, VN n=339)
Total SEA active digital financial services users, n=1,935 (ID n=320, MY n=318, PH n=322, SG n=313, TH n=321, VN n=341)
3) Select market(s)
How often do you typically use online [vertical] services?
How do you expect to change the amount you spend on [vertical] online in the coming year?
Thinking about the most recent time you used online [vertical] services, please tell us if you were satisfied with each of the following aspects.
Thinking about [vertical], what are the top 5 barriers to spending more online?
Thinking about [vertical], which of the reasons below influence your decision whether to purchase online or offline?
Daily
ID
7%
MY
9%
PH
11%
SG
9%
TH
15%
VN
17%
Weekly
ID
29%
MY
22%
PH
29%
SG
26%
TH
30%
VN
36%
Monthly
ID
47%
MY
41%
PH
40%
SG
39%
TH
35%
VN
33%
Every 6 months
ID
13%
MY
25%
PH
15%
SG
21%
TH
16%
VN
12%
Less often than every 6 months
ID
4%
MY
3%
PH
6%
SG
5%
TH
3%
VN
3%
Spending will increase
ID
40%
MY
33%
PH
31%
SG
34%
TH
37%
VN
44%
Spending will stay the same
ID
32%
MY
42%
PH
34%
SG
41%
TH
33%
VN
30%
Spending will decrease
ID
27%
MY
25%
PH
35%
SG
24%
TH
29%
VN
25%
Don't know
ID
1%
MY
0%
PH
1%
SG
2%
TH
1%
VN
1%
Overall pricing and cost
ID
80%
MY
79%
PH
79%
SG
65%
TH
87%
VN
84%
Product variety
ID
88%
MY
83%
PH
81%
SG
71%
TH
90%
VN
87%
Flexibility of payment options
ID
76%
MY
71%
PH
82%
SG
63%
TH
78%
VN
83%
Return / cancellation policies
ID
71%
MY
63%
PH
61%
SG
53%
TH
74%
VN
73%
Customer service
ID
76%
MY
63%
PH
70%
SG
55%
TH
68%
VN
79%
Website / app experience
ID
80%
MY
76%
PH
80%
SG
65%
TH
83%
VN
81%
Quality of product information and reviews
ID
82%
MY
71%
PH
79%
SG
63%
TH
81%
VN
79%
Loyalty programs, rewards, and perks
ID
67%
MY
65%
PH
74%
SG
57%
TH
71%
VN
74%
Shipping speed and experience
ID
79%
MY
71%
PH
79%
SG
60%
TH
81%
VN
74%
Product quality
ID
79%
MY
73%
PH
78%
SG
62%
TH
84%
VN
81%
Warranty
ID
66%
MY
58%
PH
65%
SG
48%
TH
75%
VN
70%
Overall experience
ID
85%
MY
80%
PH
85%
SG
64%
TH
83%
VN
80%
Delivery (easily available, more affordable, faster)
ID
37%
MY
40%
PH
33%
SG
38%
TH
39%
VN
33%
Customer service (more positive experiences with customer support or returns / refunds)
ID
15%
MY
15%
PH
23%
SG
14%
TH
15%
VN
23%
Product authenticity (products purchased are authentic)
ID
33%
MY
25%
PH
29%
SG
26%
TH
24%
VN
32%
Product variety (wider variety, more information / reviews to make comparisons)
ID
34%
MY
33%
PH
28%
SG
27%
TH
29%
VN
38%
Price (more reasonable prices, better discounts / promotions)
ID
58%
MY
61%
PH
50%
SG
60%
TH
59%
VN
50%
Payment (wider variety of payment options, more seamless payment experience)
ID
37%
MY
26%
PH
30%
SG
23%
TH
33%
VN
28%
Sustainability (provides more sustainable options, does more for the environment)
ID
8%
MY
9%
PH
14%
SG
13%
TH
13%
VN
17%
Trust (familiarity with the brand, trust that order will be received from brand)
ID
18%
MY
26%
PH
26%
SG
25%
TH
26%
VN
20%
Exclusivity (unique products, premium products)
ID
11%
MY
11%
PH
12%
SG
12%
TH
9%
VN
16%
Warranty (guarantee that a product will be replaced or repaired if it doesn't meet certain standards of quality)
ID
28%
MY
21%
PH
27%
SG
23%
TH
26%
VN
28%
I will not switch for any reason
ID
2%
MY
5%
PH
4%
SG
5%
TH
3%
VN
1%
Daily
ID
21%
MY
11%
PH
15%
SG
9%
TH
21%
VN
19%
Weekly
ID
43%
MY
37%
PH
40%
SG
33%
TH
41%
VN
47%
Monthly
ID
25%
MY
29%
PH
26%
SG
36%
TH
25%
VN
21%
Every 6 months
ID
6%
MY
17%
PH
12%
SG
16%
TH
10%
VN
10%
Less often than every 6 months
ID
4%
MY
7%
PH
7%
SG
5%
TH
3%
VN
3%
Spending will increase
ID
37%
MY
31%
PH
27%
SG
32%
TH
46%
VN
45%
Spending will stay the same
ID
34%
MY
39%
PH
30%
SG
38%
TH
30%
VN
28%
Spending will decrease
ID
26%
MY
30%
PH
41%
SG
29%
TH
23%
VN
26%
Don't know
ID
2%
MY
1%
PH
1%
SG
2%
TH
0%
VN
1%
Overall pricing and cost
ID
83%
MY
68%
PH
69%
SG
52%
TH
84%
VN
85%
Variety of ride types available
ID
86%
MY
78%
PH
81%
SG
71%
TH
85%
VN
86%
Flexibility of payment options
ID
87%
MY
73%
PH
82%
SG
69%
TH
82%
VN
87%
Cancellation policies
ID
78%
MY
67%
PH
65%
SG
51%
TH
76%
VN
80%
Customer service
ID
84%
MY
77%
PH
81%
SG
58%
TH
84%
VN
85%
Website / app experience
ID
88%
MY
80%
PH
83%
SG
69%
TH
85%
VN
87%
Number of drivers available
ID
88%
MY
73%
PH
74%
SG
57%
TH
80%
VN
85%
Loyalty programs, rewards, and perks
ID
78%
MY
68%
PH
74%
SG
59%
TH
77%
VN
81%
Navigation and route taken
ID
88%
MY
78%
PH
82%
SG
69%
TH
85%
VN
85%
Overall experience
ID
88%
MY
77%
PH
85%
SG
70%
TH
82%
VN
85%
Speed (quick arrival times, quickest routes)
ID
53%
MY
43%
PH
50%
SG
47%
TH
46%
VN
37%
Customer service (more positive experiences with customer support or returns / refunds)
ID
26%
MY
31%
PH
36%
SG
25%
TH
28%
VN
40%
Ride variety (wider variety of ride offers / vehicles)
ID
18%
MY
23%
PH
26%
SG
24%
TH
28%
VN
30%
Price (more reasonable prices, better discounts / promotions)
ID
68%
MY
54%
PH
54%
SG
64%
TH
54%
VN
57%
Payment (wider variety of payment options, more seamless payment experience)
ID
44%
MY
36%
PH
38%
SG
37%
TH
36%
VN
34%
Sustainability (provides more sustainable options, does more for the environment)
ID
15%
MY
21%
PH
20%
SG
18%
TH
18%
VN
30%
Trust (familiarity with the brand, trust in safety)
ID
34%
MY
39%
PH
39%
SG
25%
TH
39%
VN
29%
Exclusivity (unique offers, premium comfort)
ID
16%
MY
20%
PH
20%
SG
15%
TH
18%
VN
18%
I will not switch for any reason
ID
2%
MY
4%
PH
2%
SG
5%
TH
4%
VN
3%
Daily
ID
16%
MY
9%
PH
18%
SG
15%
TH
28%
VN
22%
Weekly
ID
54%
MY
43%
PH
49%
SG
43%
TH
49%
VN
56%
Monthly
ID
24%
MY
32%
PH
23%
SG
27%
TH
17%
VN
17%
Every 6 months
ID
5%
MY
12%
PH
8%
SG
14%
TH
6%
VN
4%
Less often than every 6 months
ID
2%
MY
5%
PH
2%
SG
1%
TH
1%
VN
1%
Spending will increase
ID
47%
MY
31%
PH
25%
SG
34%
TH
47%
VN
57%
Spending will stay the same
ID
31%
MY
38%
PH
33%
SG
34%
TH
24%
VN
22%
Spending will decrease
ID
22%
MY
30%
PH
41%
SG
31%
TH
28%
VN
21%
Don't know
ID
0%
MY
2%
PH
1%
SG
1%
TH
1%
VN
0%
Overall pricing and cost
ID
78%
MY
61%
PH
72%
SG
46%
TH
80%
VN
86%
Menu and cuisine variety
ID
89%
MY
75%
PH
82%
SG
60%
TH
89%
VN
90%
Flexibility of payment options
ID
85%
MY
75%
PH
83%
SG
69%
TH
83%
VN
85%
Refund policies
ID
73%
MY
56%
PH
59%
SG
53%
TH
74%
VN
77%
Customer service
ID
83%
MY
67%
PH
79%
SG
56%
TH
80%
VN
83%
Website / app experience
ID
83%
MY
78%
PH
80%
SG
67%
TH
85%
VN
83%
Quality of food information and reviews
ID
82%
MY
70%
PH
79%
SG
59%
TH
86%
VN
85%
Loyalty programs, rewards, and perks
ID
73%
MY
63%
PH
73%
SG
55%
TH
77%
VN
81%
Delivery speed and experience
ID
86%
MY
77%
PH
81%
SG
63%
TH
85%
VN
82%
Food quality
ID
86%
MY
77%
PH
87%
SG
63%
TH
88%
VN
89%
Overall experience
ID
85%
MY
75%
PH
86%
SG
63%
TH
86%
VN
86%
Delivery (easily available, more affordable, faster)
ID
45%
MY
49%
PH
48%
SG
48%
TH
52%
VN
45%
Customer service (more positive experiences with customer support or returns / refunds)
ID
20%
MY
19%
PH
29%
SG
21%
TH
19%
VN
34%
Product authenticity (products purchased are as promised)
ID
21%
MY
21%
PH
26%
SG
19%
TH
18%
VN
25%
Product variety (wider variety, more information / reviews to make comparisons)
ID
38%
MY
32%
PH
27%
SG
33%
TH
35%
VN
37%
Price (more reasonable prices, better discounts / promotions)
ID
64%
MY
59%
PH
52%
SG
56%
TH
55%
VN
44%
Payment (wider variety of payment options, more seamless payment experience)
ID
42%
MY
25%
PH
37%
SG
26%
TH
34%
VN
35%
Sustainability (provides more sustainable options, does more for the environment)
ID
12%
MY
13%
PH
17%
SG
13%
TH
14%
VN
19%
Trust (familiarity with the brand, trust that order will be received from brand)
ID
24%
MY
24%
PH
31%
SG
22%
TH
31%
VN
26%
Exclusivity (unique cuisines, premium cuisines)
ID
12%
MY
13%
PH
9%
SG
16%
TH
10%
VN
17%
I will not switch for any reason
ID
2%
MY
6%
PH
3%
SG
6%
TH
5%
VN
2%
Daily
ID
13%
MY
13%
PH
19%
SG
17%
TH
20%
VN
24%
Weekly
ID
26%
MY
27%
PH
26%
SG
28%
TH
30%
VN
26%
Monthly
ID
43%
MY
34%
PH
35%
SG
31%
TH
34%
VN
29%
Every 6 months
ID
13%
MY
19%
PH
15%
SG
15%
TH
10%
VN
17%
Less often than every 6 months
ID
4%
MY
7%
PH
5%
SG
9%
TH
6%
VN
4%
Spending will increase
ID
30%
MY
34%
PH
21%
SG
30%
TH
36%
VN
41%
Spending will stay the same
ID
32%
MY
34%
PH
29%
SG
39%
TH
32%
VN
29%
Spending will decrease
ID
37%
MY
31%
PH
48%
SG
30%
TH
30%
VN
28%
Don't know
ID
1%
MY
1%
PH
2%
SG
1%
TH
2%
VN
1%
Overall pricing and cost
ID
80%
MY
72%
PH
74%
SG
70%
TH
78%
VN
85%
Variety of games available / items to purchase
ID
86%
MY
81%
PH
85%
SG
76%
TH
88%
VN
86%
Flexibility of payment options
ID
89%
MY
80%
PH
83%
SG
77%
TH
83%
VN
84%
Return / cancellation policies
ID
75%
MY
72%
PH
68%
SG
69%
TH
76%
VN
79%
Website / app experience
ID
85%
MY
80%
PH
82%
SG
76%
TH
80%
VN
86%
Loyalty programs, rewards, and perks
ID
77%
MY
74%
PH
78%
SG
70%
TH
78%
VN
83%
Overall experience
ID
88%
MY
80%
PH
83%
SG
74%
TH
83%
VN
86%
Daily
ID
42%
MY
32%
PH
45%
SG
41%
TH
62%
VN
38%
Weekly
ID
30%
MY
27%
PH
27%
SG
30%
TH
22%
VN
27%
Monthly
ID
20%
MY
31%
PH
22%
SG
21%
TH
9%
VN
25%
Every 6 months
ID
4%
MY
7%
PH
4%
SG
5%
TH
5%
VN
7%
Less often than every 6 months
ID
4%
MY
3%
PH
2%
SG
3%
TH
2%
VN
2%
Spending will increase
ID
36%
MY
29%
PH
22%
SG
28%
TH
44%
VN
41%
Spending will stay the same
ID
36%
MY
47%
PH
42%
SG
52%
TH
34%
VN
35%
Spending will decrease
ID
25%
MY
23%
PH
34%
SG
17%
TH
20%
VN
23%
Don't know
ID
2%
MY
1%
PH
2%
SG
3%
TH
2%
VN
1%
Variety of content
ID
86%
MY
82%
PH
85%
SG
77%
TH
87%
VN
92%
Exclusive content
ID
83%
MY
78%
PH
84%
SG
72%
TH
83%
VN
88%
Pricing and subscription options
ID
80%
MY
77%
PH
79%
SG
70%
TH
83%
VN
87%
Flexibility of payment options
ID
84%
MY
76%
PH
85%
SG
77%
TH
81%
VN
88%
Cancellation policies
ID
70%
MY
67%
PH
71%
SG
70%
TH
82%
VN
83%
Consumer reviews
ID
81%
MY
75%
PH
78%
SG
73%
TH
84%
VN
91%
Quality of picture / audio
ID
92%
MY
84%
PH
87%
SG
81%
TH
90%
VN
92%
Secure sign in processes
ID
86%
MY
81%
PH
84%
SG
79%
TH
87%
VN
90%
Usability of the interface
ID
85%
MY
77%
PH
82%
SG
79%
TH
87%
VN
93%
Overall experience
ID
89%
MY
82%
PH
88%
SG
78%
TH
87%
VN
89%
Quality (HD picture / audio, no buffering)
ID
55%
MY
46%
PH
54%
SG
40%
TH
50%
VN
51%
Customer service (more positive experiences with customer support or returns / refunds)
ID
22%
MY
24%
PH
22%
SG
25%
TH
20%
VN
34%
Content variety (wider variety, more information / reviews to make comparisons)
ID
44%
MY
42%
PH
40%
SG
43%
TH
40%
VN
45%
Price (more reasonable prices, better discounts / promotions)
ID
60%
MY
52%
PH
55%
SG
53%
TH
55%
VN
48%
Payment (wider variety of payment options, more seamless payment experience)
ID
30%
MY
30%
PH
24%
SG
29%
TH
31%
VN
29%
Sustainability (does more for the environment)
ID
10%
MY
13%
PH
15%
SG
18%
TH
18%
VN
26%
Trust (familiarity with the brand)
ID
19%
MY
24%
PH
20%
SG
22%
TH
28%
VN
23%
Exclusivity (unique content, premium subscriptions)
ID
27%
MY
30%
PH
26%
SG
28%
TH
21%
VN
26%
I will not switch for any reason
ID
4%
MY
4%
PH
8%
SG
6%
TH
4%
VN
2%
Daily
ID
6%
MY
8%
PH
4%
SG
9%
TH
18%
VN
17%
Weekly
ID
9%
MY
10%
PH
10%
SG
12%
TH
9%
VN
15%
Monthly
ID
23%
MY
16%
PH
14%
SG
15%
TH
15%
VN
14%
Every 6 months
ID
43%
MY
45%
PH
42%
SG
39%
TH
44%
VN
40%
Less often than every 6 months
ID
19%
MY
22%
PH
30%
SG
25%
TH
14%
VN
14%
Spending will increase
ID
36%
MY
37%
PH
34%
SG
41%
TH
41%
VN
46%
Spending will stay the same
ID
35%
MY
35%
PH
23%
SG
35%
TH
29%
VN
32%
Spending will decrease
ID
28%
MY
27%
PH
41%
SG
22%
TH
30%
VN
21%
Don't know
ID
1%
MY
2%
PH
2%
SG
2%
TH
0%
VN
1%
Overall pricing and cost
ID
81%
MY
73%
PH
77%
SG
69%
TH
84%
VN
82%
Variety of options
ID
86%
MY
78%
PH
81%
SG
72%
TH
86%
VN
85%
Flexibility of payment options
ID
81%
MY
68%
PH
82%
SG
66%
TH
80%
VN
82%
Cancellation / refund policies
ID
76%
MY
69%
PH
68%
SG
63%
TH
81%
VN
79%
Customer service
ID
81%
MY
72%
PH
79%
SG
69%
TH
79%
VN
80%
Website / app experience
ID
84%
MY
77%
PH
81%
SG
72%
TH
84%
VN
84%
Product information / photos
ID
80%
MY
73%
PH
83%
SG
68%
TH
85%
VN
83%
Consumer reviews
ID
85%
MY
77%
PH
84%
SG
69%
TH
85%
VN
85%
Loyalty programs, rewards, and perks
ID
74%
MY
67%
PH
77%
SG
61%
TH
76%
VN
81%
Overall experience
ID
87%
MY
79%
PH
86%
SG
70%
TH
86%
VN
86%
Speed (streamlined booking process, instant confirmations)
ID
43%
MY
30%
PH
42%
SG
28%
TH
32%
VN
27%
Customer service (more positive experiences with customer support or returns / refunds)
ID
24%
MY
26%
PH
31%
SG
24%
TH
25%
VN
34%
Offer authenticity (offers purchased are as described)
ID
19%
MY
17%
PH
18%
SG
23%
TH
25%
VN
26%
Offer variety (wider variety, more information / reviews to make comparisons)
ID
33%
MY
31%
PH
23%
SG
27%
TH
30%
VN
33%
Price (more reasonable prices, better discounts / promotions)
ID
60%
MY
51%
PH
48%
SG
53%
TH
51%
VN
45%
Payment (wider variety of payment options, more seamless payment experience)
ID
37%
MY
33%
PH
37%
SG
30%
TH
35%
VN
34%
Sustainability (provides more sustainable options, does more for the environment)
ID
15%
MY
17%
PH
17%
SG
20%
TH
18%
VN
23%
Trust (familiarity with the brand)
ID
28%
MY
24%
PH
29%
SG
23%
TH
31%
VN
24%
Exclusivity (unique offers, premium offers)
ID
18%
MY
21%
PH
19%
SG
19%
TH
20%
VN
20%
I will not switch for any reason
ID
2%
MY
4%
PH
3%
SG
4%
TH
2%
VN
2%
Daily
ID
12%
MY
9%
PH
13%
SG
9%
TH
23%
VN
21%
Weekly
ID
20%
MY
22%
PH
22%
SG
23%
TH
29%
VN
26%
Monthly
ID
43%
MY
34%
PH
29%
SG
33%
TH
30%
VN
25%
Every 6 months
ID
18%
MY
23%
PH
19%
SG
22%
TH
13%
VN
18%
Less often than every 6 months
ID
7%
MY
12%
PH
17%
SG
13%
TH
5%
VN
9%
Spending will increase
ID
32%
MY
35%
PH
33%
SG
39%
TH
45%
VN
38%
Spending will stay the same
ID
37%
MY
40%
PH
32%
SG
39%
TH
29%
VN
30%
Spending will decrease
ID
30%
MY
21%
PH
33%
SG
19%
TH
24%
VN
29%
Don't know
ID
1%
MY
4%
PH
3%
SG
3%
TH
2%
VN
2%
Overall pricing and cost
ID
76%
MY
68%
PH
76%
SG
70%
TH
79%
VN
77%
Customer service
ID
81%
MY
68%
PH
77%
SG
65%
TH
75%
VN
81%
Purchase / sign up process
ID
83%
MY
72%
PH
79%
SG
70%
TH
79%
VN
82%
Website / app experience
ID
82%
MY
70%
PH
76%
SG
67%
TH
79%
VN
82%
Privacy and security measures
ID
82%
MY
72%
PH
79%
SG
69%
TH
77%
VN
82%
Online guidance and help
ID
81%
MY
67%
PH
76%
SG
65%
TH
75%
VN
83%
Comparisons of products
ID
81%
MY
71%
PH
76%
SG
67%
TH
78%
VN
80%
Variety of financial products
ID
83%
MY
70%
PH
78%
SG
70%
TH
79%
VN
80%
Ability to access or integrate with other financial or digital banking apps
ID
77%
MY
67%
PH
76%
SG
63%
TH
80%
VN
77%
Overall experience
ID
83%
MY
70%
PH
81%
SG
72%
TH
78%
VN
79%
Personalisation (tailored recommendations and guidance)
ID
18%
MY
16%
PH
16%
SG
21%
TH
24%
VN
27%
Customer service (more positive experiences with customer support or returns / refunds)
ID
29%
MY
31%
PH
34%
SG
32%
TH
31%
VN
37%
All-in-one Service (ability to access multiple products, services within 1 app)
ID
30%
MY
31%
PH
42%
SG
27%
TH
32%
VN
29%
Offer variety (wider variety, more information / reviews to make comparisons)
ID
37%
MY
28%
PH
26%
SG
27%
TH
31%
VN
34%
Price (more reasonable fees)
ID
45%
MY
36%
PH
40%
SG
42%
TH
39%
VN
36%
Payment (wider variety of payment options, more seamless payment experience)
ID
42%
MY
33%
PH
45%
SG
32%
TH
38%
VN
38%
Sustainability (provides more sustainable options, does more for the environment)
ID
21%
MY
23%
PH
23%
SG
21%
TH
23%
VN
29%
Trust (familiarity with the brand)
ID
40%
MY
40%
PH
37%
SG
33%
TH
40%
VN
32%
Exclusivity (unique products)
ID
13%
MY
15%
PH
15%
SG
19%
TH
14%
VN
20%
I will not switch for any reason
ID
4%
MY
6%
PH
2%
SG
6%
TH
4%
VN
2%