2025 Customer Experience Report Singapore

This Customer Experience Report by Criticaleye Partner, ServiceNow,  reveals a growing ‘service gap’, where customer expectations are rising but service quality is falling. Agents face disjointed systems and admin overload, leading to customer frustration and slower resolution times. This report outlines how AI can help close the gap, streamline operations and boost long-term loyalty.
 
Key takeaways include:

• Singaporeans spent 40 million hours waiting to make a customer service complaint or resolve an issue in the last 12 months.
• Over half (56 percent) of organisations lack integrated technology systems. Customer service agents log in to an average of 3.3 systems to answer a customer query.
• The financial impact of this disconnect is significant: 85 percent of customers said they would switch to a competitor if they received slow or poor service. Additionally, 86 percent would request a refund if they were unhappy with service levels.