A new study revealed that Filipino online shoppers are now prioritizing quality service and reliable delivery over rock-bottom prices.
The research, conducted by the global market analytics firm Milieu Insight, surveyed 500 online buyers across the Philippines. It found that values like fairness, transparency, and respect are now critical factors for consumers.
“Competitive pricing alone is no longer enough to win buyers,” said Juda Kanaprach, Chief Marketing Officer and Co-Founder of Milieu Insight. “Filipino shoppers are looking for a positive experience at every step. Our findings show that 55% would buy more from sellers who communicate well and give updates, while almost half return to those who deliver quickly.”
The study also revealed that consumers are even willing to spend more for a better guarantee. 88% of respondents said they would pay higher fees if it ensured their orders arrived on time.
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While most shoppers do not have a strong preference for a specific delivery company, an overwhelming 89% believe online shopping platforms should be responsible for their logistics partners’ performance. This means holding them accountable for delays, lost packages, or unexpected costs.
Furthermore, the research identified that a smooth and efficient return and refund policy is a powerful tool for building customer loyalty.
Shoppers are also embracing new features that improve convenience. Currently, popular tools include “buy now, pay later” plans (40%), livestream shopping (35%), and easy return features (33%). For the future, buyers want more practical solutions like real-time customer support (55%), flexible return options (53%), and smarter product suggestions (43%).