SAP Digital Experience Report surveyed more than 500 consumers in four industries namely banking, utilities, telecommunications and retail. It revealed that only 48 percent of the respondents were delighted with how brands digitally interacted with their consumers, citing online platforms’ security, availability and simplicity as the keys to consumer satisfaction.

"If the consumers cannot enjoy these three attributes on the platforms, the company's strategies are not successful and they will lag behind their competitors," SAP Indonesia managing director Megawaty Khie said.

Mega explained that consumers who were delighted with online services were more loyal to the brands, spending 67 percent more than regular customers and over nine times more likely to stay with the company. They were also four times more likely to provide personal information, including health records, mobile phone and personal finances as customers trusted the brands.

While Indonesia had in fact recorded a quite positive digital experience score, she asserted that companies needed to adopt the right strategy to ensure their chances of long-term survival. (dan)

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