Introduction

In Singapore, the shift toward digital services has sparked a significant debate about customer experience. While the advancement of technology and the availability of online services can be beneficial, they should never serve as a justification for degrading the quality of in-person services.

The Issue at Hand

Recent visits to banks reveal a troubling trend: longer waiting times and a palpable sense of frustration among customers. Many people have noted that banks seem to be deliberately making in-person visits less appealing as they push users toward their online platforms. This shift raises the question—are we sacrificing quality and personalization for the sake of convenience?

The Balance Between Technology and Service

Critics argue that businesses, particularly in the financial sector, should find a balance between embracing technology and maintaining high-quality service. Offering more online options does not mean that the customer experience in physical locations should suffer. It's crucial for these institutions to recognize that not everyone is comfortable with digital transactions, and many still value face-to-face interactions.

Conclusion

As industries continue to embrace digitalization, it is essential to remember that customer satisfaction should remain a priority, whether online or offline. Companies must ensure they do not inadvertently alienate a segment of their clientele by focusing excessively on technological efficiency at the expense of personalized care. Otherwise, they risk driving away loyal customers who only seek the level of service they deserve. This trend isn't exclusive to banking; it's permeating numerous service-oriented sectors. Customers should demand better because, after all, going digital should enhance service, not diminish it!