An Analysis of Consumer Complaints About Ecommerce in Southeast Asia


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Singapore, an island renowned in Asia for its efficient government, ban on chewing gum and success in Asia, is also well known for its citizens who loves to complain a lot. With just 177,700 acres of land, Singapore was ranked number two in the Sustainable Development Goals (SDG) index by the United Nations. Nevertheless, Singaporeans are prone to complaints with just about anything. Just ask any Singaporean and you’ll realize this is true.

Among the top complaints were the inefficiency of their local metro (MRT), the management of their mandatory savings fund (known as the CPF to help Singaporeans save for housing, healthcare and retirement), the usage of their localized English known as Singlish and many others. Though it is debatable if most complaints were constructive or not, it is an undeniable fact that understanding consumer feedback is vital to help governments or private entities become better in what they do.

An article by highlighted that consumer feedback is great to increase credibility and compel customers. This is among the biggest issues faced by e-commerce in the sector at this moment. A study by Bain & Company highlighted that consumers in the region say they don’t fully trust e-commerce platforms and that these complaints are typical in the early stages at less developed e-commerce sectors.

There is much said about the potential of e-commerce in Singapore and Southeast Asia. But what are consumers saying about e-commerce in this region? iPrice, a price comparison website partnered with Trusted Company, a 3rd party platform for consumer reviews recently conducted a study; analyzing 30,000 reviews (especially complaints) by Singaporeans, Malaysians, Thais and Filipinos.

Image credit: Trusted Company & iPrice Group

This infographic was featured by various credible media such as:
Tech Seen
Retail in Asia
Tech in Asia
and many others


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