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.

E-commerce
  • E-commerce
  • Transport
  • Food delivery
  • Gaming
  • Streaming
  • Travel
  • Digital financial services
Daily
  • Frequency of use
  • Change in spending
  • Level of satisfaction
  • Barriers to online spending
  • Offline vs online preference
  • Frequency of use
  • Change in spending
  • Level of satisfaction
  • Barriers to online spending
  • Offline vs online preference
  • Frequency of use
  • Change in spending
  • Level of satisfaction
  • Barriers to online spending
  • Offline vs online preference
  • Frequency of use
  • Change in spending
  • Level of satisfaction
  • Frequency of use
  • Change in spending
  • Level of satisfaction
  • Barriers to online spending
  • Offline vs online preference
  • Frequency of use
  • Change in spending
  • Level of satisfaction
  • Barriers to online spending
  • Offline vs online preference
  • Frequency of use
  • Change in spending
  • Level of satisfaction
  • Barriers to online spending
  • Offline vs online preference

3) Select market(s)

Filters 0

Category

Category

Category

Category

Category

Category

Category

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?

Alphabetical
  • Alphabetical
  • Highest to lowest

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%

Inability to know authenticity or quality of products

ID

41%

MY

46%

PH

49%

SG

36%

TH

37%

VN

37%

Inability to find desired products

ID

22%

MY

18%

PH

19%

SG

23%

TH

27%

VN

28%

Inability to get trusted reviews and recommendations

ID

22%

MY

29%

PH

32%

SG

26%

TH

28%

VN

31%

Higher prices than in-store

ID

20%

MY

23%

PH

19%

SG

30%

TH

28%

VN

28%

Slow delivery

ID

33%

MY

30%

PH

27%

SG

26%

TH

32%

VN

24%

Poor user experience on websites / apps (i.e. bad user experience, inability to find products easily)

ID

19%

MY

14%

PH

17%

SG

19%

TH

20%

VN

21%

Poor after purchase options (i.e. difficult return policies, bad customer service)

ID

22%

MY

21%

PH

28%

SG

21%

TH

18%

VN

24%

High delivery costs

ID

46%

MY

43%

PH

40%

SG

48%

TH

45%

VN

40%

Concerns about online security

ID

31%

MY

24%

PH

33%

SG

20%

TH

26%

VN

32%

Prefer the social aspect of offline shopping

ID

11%

MY

18%

PH

9%

SG

12%

TH

12%

VN

20%

Products can get lost / damaged during delivery

ID

41%

MY

43%

PH

44%

SG

33%

TH

30%

VN

38%

Poor variety of products online

ID

14%

MY

14%

PH

16%

SG

16%

TH

13%

VN

16%

Inability to see and touch products / poor product photos

ID

50%

MY

44%

PH

51%

SG

43%

TH

39%

VN

41%

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%

I do not like sharing a car with strangers

ID

19%

MY

23%

PH

33%

SG

25%

TH

14%

VN

26%

My car has the right set-up (i.e. child seats)

ID

9%

MY

15%

PH

16%

SG

10%

TH

18%

VN

19%

There is limited vehicles in my area

ID

29%

MY

33%

PH

36%

SG

29%

TH

36%

VN

29%

My smartphone coverage is limited

ID

18%

MY

17%

PH

20%

SG

12%

TH

19%

VN

19%

Pricing surges are too frequent and expensive

ID

47%

MY

42%

PH

46%

SG

55%

TH

34%

VN

37%

I prefer to use more traditional taxi providers

ID

8%

MY

12%

PH

12%

SG

11%

TH

21%

VN

18%

I find online payments difficult

ID

6%

MY

12%

PH

13%

SG

7%

TH

16%

VN

14%

Poor or complex website app / design

ID

16%

MY

17%

PH

14%

SG

15%

TH

16%

VN

20%

Lack of trust in the website or app

ID

6%

MY

17%

PH

17%

SG

12%

TH

17%

VN

18%

Inflexibility of payment methods

ID

13%

MY

17%

PH

18%

SG

11%

TH

21%

VN

19%

Lack of service / support provided

ID

22%

MY

20%

PH

21%

SG

17%

TH

15%

VN

22%

It is too expensive

ID

32%

MY

34%

PH

37%

SG

49%

TH

36%

VN

13%

Unskilled or unreliable drivers

ID

24%

MY

20%

PH

22%

SG

19%

TH

24%

VN

27%

Inaccurate or long wait times

ID

44%

MY

37%

PH

43%

SG

29%

TH

30%

VN

37%

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%

Limited high quality food offerings available

ID

16%

MY

20%

PH

26%

SG

15%

TH

17%

VN

27%

Don't like to pay higher costs than in-store / restaurants

ID

29%

MY

39%

PH

29%

SG

42%

TH

30%

VN

24%

Limited healthy options

ID

16%

MY

14%

PH

22%

SG

20%

TH

14%

VN

21%

Difficult to buy for multiple needs / tastes (i.e. the whole family)

ID

25%

MY

25%

PH

23%

SG

20%

TH

21%

VN

30%

High delivery costs

ID

59%

MY

53%

PH

48%

SG

58%

TH

46%

VN

42%

Slow delivery

ID

33%

MY

30%

PH

34%

SG

30%

TH

31%

VN

24%

Food often arrives cold / not as expected, or orders can get lost during delivery

ID

38%

MY

28%

PH

46%

SG

33%

TH

29%

VN

37%

Limited coverage in my area (i.e. will not deliver)

ID

32%

MY

31%

PH

40%

SG

25%

TH

32%

VN

35%

There are minimum order requirements

ID

45%

MY

35%

PH

37%

SG

39%

TH

32%

VN

29%

Limited menus or customisation for dietary requirements

ID

16%

MY

17%

PH

24%

SG

19%

TH

18%

VN

24%

Poor user experience on websites / apps (i.e. bad user experience, inability to find products easily)

ID

19%

MY

16%

PH

19%

SG

14%

TH

16%

VN

24%

Poor after purchase options (i.e. bad customer service)

ID

10%

MY

15%

PH

16%

SG

15%

TH

18%

VN

17%

Concerns about online security

ID

15%

MY

18%

PH

24%

SG

17%

TH

18%

VN

22%

Prefer the ambience of a restaurant

ID

20%

MY

19%

PH

19%

SG

19%

TH

19%

VN

20%

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%

Poor user interface / difficult to use

ID

14%

MY

15%

PH

23%

SG

19%

TH

18%

VN

23%

Lack of trust in the website or app

ID

13%

MY

13%

PH

14%

SG

16%

TH

15%

VN

23%

Inflexibility of payment methods

ID

19%

MY

13%

PH

21%

SG

16%

TH

21%

VN

27%

Lack of service / support provided

ID

20%

MY

14%

PH

22%

SG

19%

TH

19%

VN

20%

To save money (e.g. cost of living)

ID

36%

MY

48%

PH

41%

SG

38%

TH

38%

VN

32%

Not using the subscription enough

ID

18%

MY

27%

PH

28%

SG

26%

TH

23%

VN

28%

Not needing the subscription any longer (e.g. finished using specific content)

ID

21%

MY

21%

PH

21%

SG

21%

TH

16%

VN

24%

Limited variety of content

ID

28%

MY

26%

PH

28%

SG

31%

TH

34%

VN

32%

Limited ways to access the subscription (e.g. no app available, not available on smart TV)

ID

21%

MY

21%

PH

29%

SG

23%

TH

25%

VN

27%

I will cancel and change subscriptions to another platform when I want to

ID

17%

MY

24%

PH

18%

SG

21%

TH

23%

VN

23%

Happy with my current subscriptions

ID

26%

MY

31%

PH

33%

SG

33%

TH

25%

VN

30%

Too many subscriptions make choosing what to watch difficult

ID

21%

MY

25%

PH

25%

SG

23%

TH

22%

VN

29%

There is a lot of overlap over subscriptions

ID

24%

MY

22%

PH

14%

SG

22%

TH

16%

VN

25%

Subscriptions are too expensive

ID

44%

MY

36%

PH

39%

SG

36%

TH

32%

VN

29%

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%

Costs are higher online than in-branch

ID

21%

MY

24%

PH

23%

SG

21%

TH

21%

VN

29%

It is more difficult to personalise trips online

ID

18%

MY

17%

PH

21%

SG

21%

TH

21%

VN

20%

I prefer talking options through with staff

ID

16%

MY

17%

PH

26%

SG

14%

TH

19%

VN

23%

Potential for unsafe or untrustworthy sellers

ID

24%

MY

33%

PH

43%

SG

30%

TH

32%

VN

38%

Inability to find desired options

ID

29%

MY

22%

PH

25%

SG

18%

TH

18%

VN

26%

Inability to get trusted reviews and recommendations

ID

22%

MY

27%

PH

27%

SG

24%

TH

26%

VN

27%

Poor user experience on websites / apps (i.e. bad user experience, inability to find products easily)

ID

26%

MY

20%

PH

24%

SG

24%

TH

21%

VN

29%

Poor after purchase options (i.e. difficult return policies, bad customer service)

ID

25%

MY

27%

PH

27%

SG

23%

TH

25%

VN

25%

Concerns about online security

ID

31%

MY

34%

PH

41%

SG

24%

TH

35%

VN

33%

I find online payments difficult

ID

13%

MY

13%

PH

11%

SG

12%

TH

19%

VN

16%

Do not trust photos / videos online

ID

21%

MY

28%

PH

29%

SG

21%

TH

19%

VN

22%

The booking process is too complex

ID

15%

MY

19%

PH

23%

SG

20%

TH

24%

VN

18%

There are often hidden fees online

ID

35%

MY

38%

PH

38%

SG

32%

TH

31%

VN

27%

Websites and apps can often have technical issues

ID

15%

MY

11%

PH

13%

SG

13%

TH

16%

VN

20%

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%

I have limited knowledge when it comes using digital financial products

ID

27%

MY

26%

PH

29%

SG

28%

TH

24%

VN

29%

I find using online finance tools to be too risky

ID

25%

MY

26%

PH

30%

SG

25%

TH

23%

VN

29%

I do not trust digital finance products

ID

12%

MY

19%

PH

15%

SG

19%

TH

19%

VN

19%

Concerns about online security

ID

41%

MY

38%

PH

52%

SG

32%

TH

46%

VN

44%

Inability to find desired options

ID

23%

MY

22%

PH

24%

SG

21%

TH

18%

VN

23%

Inability to get trusted reviews and recommendations

ID

24%

MY

23%

PH

32%

SG

22%

TH

18%

VN

28%

Poor user experience on websites / apps (i.e. bad user experience, inability to find products easily)

ID

26%

MY

27%

PH

27%

SG

23%

TH

25%

VN

35%

I prefer talking options through with staff

ID

15%

MY

24%

PH

25%

SG

18%

TH

18%

VN

20%

I find online payments difficult

ID

11%

MY

18%

PH

13%

SG

17%

TH

17%

VN

19%

The sign up process is too complex

ID

21%

MY

23%

PH

23%

SG

25%

TH

23%

VN

26%

There are often hidden fees online

ID

33%

MY

28%

PH

38%

SG

30%

TH

29%

VN

31%

Websites and apps can often have technical issues

ID

29%

MY

30%

PH

42%

SG

23%

TH

30%

VN

31%

Websites are not available in my language

ID

15%

MY

15%

PH

12%

SG

12%

TH

18%

VN

17%

I fear I may be missing out on better deals offline

ID

23%

MY

24%

PH

22%

SG

24%

TH

20%

VN

25%

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%