New research findings by Qualtrics show that consumers are embracing digital channels post-Covid-19. The global leader in customer experience management and creator of the experience management category asserts, at the early stage of the pandemic, 67 percent of respondents in the Philippines have purchased more online.
Which, at the same time, increased the frequency they use online banking by 62 percent. Filipinos have turned online for almost everything that includes shopping for groceries. According to the research, 53 percent of respondents are buying groceries online. Meanwhile, 55 percent of Filipinos mentioned that they traveled less to retailers.
They will keep doing online transactions for the next six months, and 76 percent of respondents asserted. As the global pandemic continues to change how consumers behave and their preferences, 47 percent highlighted that they prefer to pick up their orders rather than to dine in.
“After months of disruption, we are beginning to see new behaviors 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 optimize the experience they deliver on their digital channels as well as mobile applications,” said Harish Argarwal, Head of CX Strategy for Southeast Asia.
Despite the increasing online trend, there is evidence that the people in the Philippines will return to the previous normal. In the next six months, 40 percent of respondents will opt to dine-in at a restaurant, 37 percent are planning to a family holiday, 36 percent using public transportations, and 34 percent will visit the malls. Nevertheless, the majority of respondents (94 percent) said they are still very concerned by the pandemic.
Argarwal concurred in the same statement saying, “Simultaneously, even though consumers 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.”
