KUALA LUMPUR  (Nov 16): In a recent national digital survey conducted by Ernst & Young Advisory Services (EY), 98% of Malaysians unanimously agreed that organisations need to provide safer and more secure online transactions. 

There are currently perceived gaps in the country’s digital maturity, experience and affordability, according to the EY Asia-Pacific: Digital Nations 2016 Malaysia survey. 

The report showed more than half of Malaysians (57%) believe the country’s digital economy is a work-in-progress.

Chow Sang Hoe, EY’s Asean and Malaysia Advisory Managing Partner, said: “The high connectivity to the digital environment is redefining the consumer landscape in Malaysia. Consumers are demanding a [more] safe, secure and seamless end-to-end experience, supported by a more efficient and affordable digital infrastructure.”

Given their high level of digital activity, more than half of respondents judged a company by its digital presence and unsurprisingly, 60% said organisations that fail to offer high-quality digital experience, run the risk of losing them as a customer. 

Jonathan Rees, Asean Digital Advisory Leader, EY, explained: “This is driving organisations to proactively review and improve their digital platforms, from online communications through to online purchase facilities and intended outcomes. 

“In order to win the “hearts and minds” of Malaysian consumers, organisations need to ask themselves: 'Is my business strategy fit for a digital world?' The answer lies in building a sustainable digital DNA for your organisation that embeds the codes of driving value, improving performance and sustaining trust.”