Filipinos rank among most patient digital users in AsPac

Filipino consumers rank among the most patient digital users in Asia Pacific, but they also endure the region’s longest customer service wait times, according to new research from Twilio Inc.

- Ehda M Dagooc

The study, Decoding Digital Patience: Are Asia Pacific's Digital Users Losing Their Cool?, found that Filipinos have the second-highest tolerance for delays in the Asia Pacific and Japan region, behind Indonesia.

On average, consumers in the Philippines expect their issues to be resolved within 27.3 minutes, compared with a regional average of 24.4 minutes. Actual wait times, however, stretch to 31.9 minutes — the longest in the region.

The gap between expectations and reality highlights both an opportunity and a risk for companies operating in the Philippines, as rising digital adoption pushes consumers to demand faster, clearer and more secure service.

While speed remains important, the research shows Filipino consumers place even greater weight on clarity and trust. Half of respondents cited clear and easily understandable instructions as a top priority, exceeding the emphasis placed on rapid resolution.

Data security and privacy protections were also cited by 41 percent of consumers, while 37 percent said automated interactions should reflect the warmth and friendliness of human service.