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NXS.ID
Ncustomers
Xmarketing
Sacquisition
Last Week
Insights Mapping
Customer Support Efficiency…
22%
Loyalty Program & Discount…
18%
Click & Collect vs. Home Deli…
15%
Complaint Resolution Speed
12%
Transaction Disputes
10%
Chatbot-to-Agent Escalation
7%
Fraud Prevention & Security
6%
ATM Availability
5%
Transaction Limits
3%
Others
2%
Suggestion
NXS Retail should improve AI-driven support, optimize loyalty rewards, expand same-day delivery, enhance return processes, and strengthen fraud prevention to provide a seamless and secure shopping experience.
What’s Happening?
Customer Support Efficiency & Complaint Resolution (18%)
AI chatbots handle 70% of inquiries without human intervention, though 20% of complaints relate to delayed deliveries. Additionally, 15% of customers expect real-time order tracking.
Loyalty Program & Discount Usage (15%)
60% of repeat customers use loyalty points for discounts, but 10% forget to redeem them. Exclusive member deals increase repeat purchases by 25%.
Click & Collect vs. Home Delivery Preferences (14%)
55% of customers prefer home delivery, while 45% choose in-store pickup. Same-day delivery requests have risen by 30%, and customers using click & collect spend 15% more on impulse purchases.
Post-Purchase Satisfaction & Return Requests (12%)
20% of returns are due to incorrect sizes or colors in fashion items, while 10% of customers requesting refunds are instead offered store credit. Encouraging product exchanges over refunds improves satisfaction by 15%.
Fraud Prevention & Secure Shopping (10%)
5% of customers express concerns about online payment security, and 10% of refund disputes involve unauthorized transactions. Customers prefer one-click checkout for faster and more convenient purchases.
Chatbot-to-Agent Escalation (8%)
Although a minority of chatbot cases require escalation, the handover experience is crucial. Delayed transfers, repeated verification, or robotic tone from live agents can drop trust instantly.
Branch Wait Times (7%)
Customers visiting physical branches — usually for high-value or sensitive matters — often report long waits. Expectations are shifting toward appointment-based systems or live queue tracking via app.
ATM Availability (6%)
ATM downtime, empty cash trays, and maintenance blackouts continue to affect user convenience. Especially during gajian or holidays, users demand better transparency and ATM health indicators on the app.
Transaction Limits (5%)
Inquiries about daily and per-transaction limits, particularly from SME owners and online sellers, suggest the need for customizable limits or flexible tiers linked to user behavior.
Others (5%)
Additional feedback includes requests for: Dark mode on the app; Expense tracking by category; Virtual debit cards; Cross-border transaction visibility. These “quality of life” features show that beyond fixing problems, customers expect proactive digital innovation.
