A recent survey reveals that Shopee is the favored e-commerce platform in Malaysia, with 90% of respondents trusting it for secure online shopping. The survey of 1,000 shoppers also highlighted the importance of safety features, such as secure payment methods and verified sellers, and the role of social proof in buyer decisions.
16 October 2023 – In a recent survey, Shopee, the leading e-commerce platform in Southeast Asia and Taiwan, emerged as the preferred choice for safe online shopping among Malaysians. The survey of 1,000 shoppers aged 18 and above found that 90% of respondents trust Shopee for secure online transactions, and 80% believe it provides the best support against scams.
Kuala Lumpur, [Date] – In a resounding display of trust, Shopee has solidified its status as the go-to e-commerce platform for secure online shopping in Malaysia. According to the results of the #ShopSafeWithShopee survey, conducted among 1,000 Malaysian shoppers aged 18 and above, a staggering 9 out of 10 Malaysians prefer Shopee for their online shopping needs. This revelation underscores the platform’s unwavering commitment to providing a safe and secure environment for its users.
The survey delved into the factors influencing the shopping decisions of Malaysian buyers. Safety remained paramount, with secure payment methods, transparent return policies, authentic products, and responsive customer service being the key considerations. These factors were particularly significant for shoppers aged 35 to 49, indicating a discerning and security-conscious segment of the market. In contrast, younger shoppers aged 18 to 34 placed greater importance on platform popularity and product variety.
The survey also shed light on the features that offer shoppers the most peace of mind on Shopee. Leading the way were platform features that allow customers to verify sellers through 4-to-5 star store ratings, live product demonstrations via Shopee live streams, and seller chat functions, accounting for 34% of user confidence. Shopee Mall features, such as genuine premium brands, money-back guarantees, and the Authentic Deals Circle, also garnered the trust of 33% of respondents. Additionally, the Shopee Guarantee, which releases funds to sellers only when customers confirm receipt of goods, was a vital component of the platform’s safety net, securing the trust of 29% of users.
Kenneth Soh, Head of Marketing at Shopee Malaysia, emphasized the platform’s commitment to creating a secure online shopping experience. He highlighted initiatives such as Shopee Guarantee, Shopee Mall, and the dedicated scam support team, all geared towards safeguarding shoppers and ensuring their enjoyment while shopping.
The survey also revealed that 80% of shoppers considered themselves knowledgeable about online shopping scams, with 20% acknowledging encounters with counterfeit purchases, suspicious sellers, or susceptibility to scams. Worries over data breaches, including account theft or hacking and stolen bank details, plagued 50% of respondents, while 20% expressed concern over fake sellers and counterfeit goods.
Disturbingly, 30% of survey participants had fallen victim to online scams in the past year, though 70% managed to escape unscathed. The range of scams spanned various product categories, with home and living products, fashion and lifestyle items, and electronics being the most targeted. The survey also debunked the myth that certain demographic groups were more susceptible, as both males and females across all age groups faced equal risks.
In cases of scam victimization, 38% of respondents reported the incidents to Shopee Chat’s Live Agents for immediate support. Similarly, the same percentage reported to relevant authorities, including the CCID via the Scam Response Center or Infoline, PDRM via SEMAKMULE, and the National Scam Response Center hotline. A minority, 10%, opted to share their experiences on social media to inform the public, while 20% chose not to report the incidents.
In addition to the safety features provided by the platform, Malaysians also placed considerable importance on social proof and buyer endorsements when choosing sellers online. A striking 7 in 10 respondents stressed the significance of other buyers’ endorsements. Testimonials and reviews were crucial for 33% of users, while 24% considered store ratings, and 12% took the number of loyal followers into account. A minor 4% analyzed top sales related to their search keywords. These elements, along with seller chat performance, cancellation rates, and seller verification tags like Shopee Mall, Preferred, and Preferred+, played a substantial role in the selection of trusted sellers.
In summary, Shopee’s unwavering commitment to online shopping safety has resonated with Malaysians, securing its position as the preferred e-commerce platform for secure transactions. The platform’s extensive safety features, user-friendly environment, and commitment to support in case of scams have cemented trust among its users.