Shift to digital in PH not slowing down

    Payment gateway. Two-thirds of the respondents have purchased more online and increased the frequency they use online banking.

    Seven in 10 Filipinos will continue to their shopping online over the next six months, a survey conducted by an expert on customer experience.

    “The move to online shows no signs of slowing.

    After months of disruption, we are beginning to see new behaviours and preferences emerge that are likely to remain post-pandemic,” said Harish Argarwal, head of CX Strategy for Southeast Asia, referring to the findings of the survey done in September on 328 respondents in the Philippines aged 18 to 65.

    As further proof of how the new coronavirus disease 2019 (COVID-19) is changing the behavior and preferences of people in the Philippines, 47 percent said it is more likely they will pick up food from a restaurant rather than dining in.

    Since the beginning of the pandemic, two-thirds (67 percent) of the respondents said they have purchased more online and increased the frequency they use online banking (62 percent). Shopping for groceries online also increased (53 percent). In contrast, 55 percent of respondents said the frequency at which they visit retailers has decreased.

    There are hints of things returning to the previous normal in the coming months.

    Although many respondents (94 percent) still say they are very concerned by the pandemic, 40 percent said it is likely they will choose to eat at a restaurant in the next six months.

    Respondents were also planning to take a family holiday (37 percent), use public transport (36 percent), and visit the mall (34 percent) over this same time frame.

    Travelling by air is the least likely behaviour to return, with more than half saying it’s unlikely they will travel internationally (57 percent) or domestically (54 percent) by plane within the next six months.

    Over the past six 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 percent (45 percent, up from 40 percent in June 2020).

    Qualtrics is the global leader in customer experience management and creator of the experience management category.