9 of 10 Singaporeans highlight customer experience in decision to take Covid vaccine

41% also agreed that the experience had a significant impact on their decision. 

Information and convenience proved essential as more than 8 of 10 Singaporeans, or 85%, pointed to customer experience impacting their decision to get a Covid vaccine. 

The experience, which was the focus of government agencies in their vaccination drives, focused on the availability of information and easy to use booking systems. 

41% of respondents would also point to the experience playing a role in their decision.

The findings were part of Qualtrics’ latest research, Experience Management for Government. Over 1,101 participants took part in the study, with them being of 18 years of age or older. 

The research also came to the conclusion that the digitalisation of services should continue being a priority, as 52% of respondents were more satisfied with the use of digital platforms. 68% also noted an increased use in digital platforms to engage with government agencies since the start of the pandemic. Building from this, 60% said they expected to use digital platforms most of the time when using government services. 

An increased willingness to use digital platforms was also observed, with 53% of respondents aged 60 years and above expecting to use them when accessing government services, compared to 14% who rarely use them. 

“Following two years of rapid digital transformation, residents have high expectations from service providers. This requires a shift in how government agencies manage their programs, with a critical need to rapidly uncover opportunities to deliver better resident outcomes and take immediate action to improve the services being delivered. We are already seeing some government agencies make progress in these new environments, and it will ultimately lead to better outcomes for all involved - from greater trust through to a rise in inclusive citizen access to programs and initiatives,” commented Philip Bland, Industry Advisor for Public Sector Solution Strategy, Qualtrics. 

Government agencies involving health, transport, and education were seen with the highest volumes of satisfied residents. Similarly, with the exception of education, they were also the same agencies that residents preferred to communicate with through mobile channels. 

For more on the study published by Qualtrics, click here.