Three in four Singapore consumers have less trust in companies now than in 2023

61% feel companies are reckless with customer data.

About 74% of Singapore consumers trust companies less than a year ago, driven by skepticism over how organizations handle sensitive information, Salesforce reported.

Based on its survey, Salesforce found that 61% feel companies are reckless with customer data.

Beyond trust, 75% of Singapore consumers also want seamless interactions from companies across all departments, and 71% prefer fewer touchpoints to complete tasks.

Meanwhile, poor customer service stops over half of consumers from making repeat purchases, whilst 48% say they are discouraged by inconveniences like clunky purchase or return processes.

Younger generations see AI as a solution, with millennials (53%) and Gen Zers (47%) more willing than baby boomers (36%) to use AI agents for personalized content.

Millennials, in particular, hold higher expectations, with 37% saying AI raises customer experience standards, highlighting opportunities for businesses to address service issues through AI.

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