We surveyed over 150 Malaysian consumers to uncover what they truly expect from brands — what earns their trust, sparks loyalty, and influences their decision to stay or walk away. In a fast-evolving landscape shaped by digital touchpoints and omnichannel habits, these insights reveal what it really takes to connect with today’s consumers. Whether you’re refining your brand experience or rethinking your strategy, this nationwide survey offers practical, people-driven takeaways to help you stay relevant — and build lasting relationships.
MALAYSIAN CONSUMERS SPEAK:
THE INSIGHTS BRANDS NEED TO HEAR
Built for marketers, brand owners, and business leaders — these findings are your roadmap to staying relevant, resonant, and ready for what’s next.
WHAT IT TAKES TO CONNECT WITH TODAY’SxCONSUMERS
It’s not just about making a sale – it’s about creating meaningful connections that keep customers coming back.
SOLID PRODUCT OR SERVICE
Brands that consistently deliver what they promise (and do it well) are the ones consumers trust and keep coming back to.
REPRESENTS LOCAL CULTURE & VALUES
Brands that reflect local stories, culture, or values strike a deeper emotional chord — and earn more love because of it.
FEELS REAL & RELATABLE
Consumers crave authenticity & connect with brands that feel human. Being genuine makes all the difference.
Customer Experience as axKey Driver of Trust
Top-performing brands are recognized for responsiveness, proactive support, and accountability in resolving issues.
When support feels human, loyalty follows
46% of consumers consider helpful customer service a key factor in their brand experience.
Accountability isn’t optional – it’s expected
68% say poor brand accountability leads to a negative experience.
Trust starts with reputation and response
57% of consumers rely on reviews and service quality to establish trust in brands.
SMART PERSONALISATION THATxCONVERTS
Our survey revealed the top three drivers behind effective personalisation.
SOCIAL COMMERCE IS SURGING
78% of respondents have discovered a product on social media and bought it immediately.
43.7% discovered on TikTok
25.2% discovered on Instagram
8% discovered on Facebook
WHEN THE JOURNEY BREAKSxBETWEEN CLICKS AND COUNTERS
Consumers expect a seamless journey. But when online and in-store don’t align, it leads to confusion — and lost loyalty.
“It’s frustrating when what I see online doesn’t match what’s in-store.”
54% agree
“I hate it when my online rewards don’t work in-store.”
46% agree
“It’s annoying when I found something I liked in-store, but couldn’t find it online again.”
42% agree
MALAYSIAN CONSUMERS ARE SPEAKING.xARE YOU LISTENING?
You’ve seen what matters – trust, service, personalization, seamless experiences. We help brands turn these insights into powerful strategies that create real-world impact. Let’s bring your brand closer to what people want, need, and expect, before your competitors do.
EXPERIENCE-DRIVEN SOLUTIONS
FOR THE MODERN BRAND
Bring Your Brand Closer to Your Audience
Bridge the gap between what consumers want and how your brand shows up. Let’s create strategies that drive real-world relevance and results.
