Decoding Digital Patience

Are Asia Pacific's Digital Users Losing Their Cool?

We surveyed 7,331 consumers (so you don’t have to) - to uncover which digital interactions matter most, and what it takes to keep people engaged and loyal in an always-on world.

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Defining Patience in APJ

Patience has long been a cherished value across Asia Pacific and Japan (APJ), but in today's digital world of instant everything, are consumers running out of patience? And what does that mean for brands striving to earn loyalty?

Uncover why consumers expect lightning-fast solutions, how trust and context shape tolerance, and where brands risk losing customers in mere moments. With four disruptive trends and practical strategies, this report is your guide to thriving in a digital age where every second counts.

Ready to turn impatience into opportunity? Dive in to discover how your brand can win loyalty when time is truly of the essence.

of survey respondents say their societies expect people to be patient and polite in everyday interactions.

But 32% admit they are impatient when dealing with digital or automated customer service. 

The four key insights on customers' willingness to wait across digital channels:

Online, patience runs out faster.
Online, patience runs out faster.

Trend 1

Online, patience runs out faster.

Digital patience has reached its breaking point.
Digital patience has reached its breaking point.

Trend 2

Digital patience has reached its breaking point.

asian business man, business corporate people

Trend 3

Patience isn't fixed. Consumers will wait for better service and security.

Trend 4

Trend 4

Consumers are open to AI, but still value human touchpoints more highly.

What’s inside the report

  • Bar chart with line chart

    Insights from 7,331 consumers and seven APJ countries.

  • User symbol in a circle

    Eye-opening data on how long customers will wait before switching, complaining, or abandoning you.

  • User with a heart symbol

    Consumer attitudes on AI in digital engagements.

  • A document with a lightbulb

    Market-by-market insights to reveal what works in countries that matter to you.

  • Browser speed icon

    Actionable insights to transform every second of waiting into a loyalty-building moment.

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