Consumers in the Philippines have among the lowest tolerance in Southeast Asia (SEA) for technology companies that suffer serious security, privacy, or service failures, according to a new regional study by Vero, a Southeast Asia-based communications consultancy and Kadence International, a global market research agency.
The Southeast Asia Consumer Tech Trust Score surveyed more than 3,000 consumers across Indonesia, Malaysia, the Philippines, Singapore, Thailand, and Vietnam. It measured trust in 10 technology categories, including online banking, digital payments, e-commerce, cybersecurity, social media, telecom, and generative AI (GenAI).
Across the region, online banking had the highest trust score at 81.7, followed by digital payments at 80.4. But these services also face a major risk: consumers are more likely to stop using them when something goes seriously wrong.
Overall, 42% of Southeast Asian consumers said they would immediately stop using a technology brand or platform after a serious incident. In the Philippines, that figure jumps to 56%, the highest among the six markets surveyed.
Only 3% of consumers across the region said they would continue using a technology service as normal after a serious incident.
“One of the patterns we’ve observed in the Philippines is that consumers are becoming more discerning about the technology they choose to engage with,” said Lisa San Buenaventura, senior account manager for PR at Vero. “While adoption remains high, people are paying closer attention to the signals that build confidence: from transparency and accountability to how organizations safeguard the interests of their users.”
For Philippine consumers, government approval and regulatory compliance are the strongest signs that a technology company can be trusted, selected by 23% of respondents.
The study also found that scams and fraud are causes of concern across Southeast Asia, while 49.5% of respondents identified misuse of personal data as their top concern.
GenAI has the lowest or second-lowest trust score across the markets surveyed, showing that newer technology has yet to build the same confidence as established digital services.
“Trust is probably the single most important indicator of success and the key ingredient for sustainable growth in any sector, but more so in technology,” said Konwika Fikaew, vice president for Tech Comms at Vero. “This Tech Trust Score comes at a critical time for both tech brands and consumers, when adoption is accelerating at an exciting pace and confidence is tested at a deeper level.”
The findings indicate a growing challenge for technology companies operating in the Philippines: high usage does not automatically mean high trust. Consumers may continue using a platform because it is convenient or difficult to replace, but that relationship can quickly change when money, personal data, or security is put at risk.