Consumers in Singapore have experienced better services over the past 12 months with the biggest improvement recorded in the automotive, grocery and healthcare sectors, according to Qualtrics.
The country’s average NPS went up to +9 in the latest round from +4 previously due to improving customer sentiment. The study also found that there were customers who made a recommendation compared to those who have complained . Customer sentiment was the highest in the automotive sector with an average NPS of +35, followed by grocery and healthcare provider . Meanwhile, retail and insurance businesses lagged in terms of customer satisfaction.
The study revealed that many consumers believe the most effective way to improve customer experience is to have more available services in a mobile app. The ease of reaching a real person to talk to and having a seamless experience across all platforms are also equally important.