Surveys commissioned by Osome have revealed higher customer satisfaction and advocacy among founders and SMEs using its digital solutions compared to those relying on traditional accounting firms in Singapore and Hong Kong.
Shift towards digital
The findings are contextualised by widespread digital adoption in the region. In Singapore, 94.6% of SMEs have integrated at least one digital solution, according to the Infocomm Media Development Authority. Similarly, Hong Kong has implemented over 1,300 smartification projects spanning 50 industries in the Greater Bay Area, noted by the Hong Kong Productivity Council.
Osome's surveys included more than 1,800 respondents from Singapore and Hong Kong. The research was conducted by ADNA Research, an independent agency, employing what the company describes as a rigorous methodology.
Satisfaction and loyalty
According to the survey results, Osome customers demonstrated higher levels of contentment and loyalty versus clients of traditional firms. In Singapore, 76% of Osome users said they were satisfied with their overall experience. In Hong Kong, the figure was 81% among Osome users.
Respondents highlighted several positive aspects such as ease of use, the responsiveness of customer support, affordability, rapid onboarding, clear communication, and the convenience of the mobile platform offered by Osome.
Loyalty, measured by net promoter scores (NPS), further favoured Osome. Its NPS score in Singapore was 12 points ahead of traditional firms, and 10 points above the broader category average. In Hong Kong, the company's NPS score surpassed traditional competitors by 16 points and the category average by 14 points.
Improvements and expectations
Survey data also suggested enhanced perceptions of Osome over the past year. More than 40% of its users in Singapore and Hong Kong reported that the platform has improved in meeting their business needs.
Nevertheless, respondents identified new areas for development. There is an appetite for more proactive advisory services and stronger integration with other business tools. Addressing these evolving needs remains an area for future attention among service providers.
"In today's digital landscape, innovation and customer-centric solutions are critical to success. Founders want intelligent digital tools and human expertise to guide their business journeys. Our customers have expressed satisfaction and a willingness to recommend us, and noticed improvements in our digital tools to support their business transformation journeys. All these reflect the trust and confidence in our relationships as we move forward together."
This was the assessment of Helena Flores, Chief Operations Officer of Osome.
Customer perspective
Yeo Eng Heng, Chief Executive Officer and Co-Founder of Zugo, shared a client's perspective based on experience working with Osome:
"Running a startup means every minute matters. Osome has given us back valuable time and, more importantly, the peace of mind to focus on high-impact initiatives that drive Zugo's growth. I couldn't recommend it enough,"
The surveys signalled that while digital adoption within business administration is increasing, company leaders are looking for both technological capability and human input to support ongoing transformation and efficiency.
Future plans
Reflecting on the company's next steps, Helena Flores stated:
"We will be looking to provide more digital services to help founders reduce burdensome administrative tasks through partnerships,"
The data, combined with broader regional trends in digitalisation and business smartification, indicate durable demand for digital business solutions amongst small and medium enterprises in both Singapore and Hong Kong.
