Qualtrics, the global leader in customer experience management and creator of the experience
management category, today launched new research outlining the extent to which COVID-19
has encouraged consumers to embrace digital channels.
Since the beginning of the pandemic, two-thirds (67%) of the respondents* said they have
purchased more online and increased the frequency they use online banking (62%). Shopping
for groceries online also increased (53%). In contrast, 55% of respondents said the frequency at
which they visit retailers has decreased.
The move to online shows no signs of slowing with 76% of people saying it is likely they will
continue online shipping over the next 6 months. In further proof of how COVID-19 is changing
the behaviours and preferences of people in the Philippines, 47% said it is more likely they will
pick up food from a restaurant rather than dining in.
There are hints of things returning to the previous normal in the coming months. Although many
respondents (94%) still say they are very concerned by the pandemic, 40% said it is likely they’ll
choose to eat at a restaurant in the next six months. Respondents were also planning to take a
family holiday (37%), use public transport (36%), and visit the mall (34%) over this same time
frame. Not surprisingly, travelling by air is the least likely behaviour to return, with more than half
saying it’s unlikely they’ll travel internationally (57%) or domestically (54%) by plane within the
next 6 months.
Over the past 6 months, the number of people in the Philippines expecting COVID-19 to affect
their day to day life for more than a year has increased by 5% (45% today, up from 40% in June
2020).
“After months of disruption, we are beginning to see new behaviours 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 optimise the experience
they deliver on their digital channels including mobile applications. 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. Businesses can deal with this ambiguity using tools like Qualtrics to get an
“always-on” and integrated understanding of their customer experience across touchpoints,
equipping them with end-to-end insights to continually deliver superior customer experience.”
said Harish Argarwal, Head of CX Strategy for Southeast Asia.
Image Source: GP strategies
