Endowus takes a day to reply to customer's queries while Stashaway took half an hour. Would Endowus consider adopting this key performance indicator?

Hi there! Firstly, we want to apologize and I'm sorry it took longer than your expectations on the response time. Our client experience team is still growin to meet the needs of our client's demands. However, in general we have excellent reviews on how fast and how efficiently we respond to client requests. Not only is it about the speed but the quality of the responses and answering questions in a way that meets all your needs. We always engage clients to find out more and provide a holistic response to their needs. We definitely try to respond as fast as we can and sometimes it is less than half hour. However, it will depend on the circumstances and the type of requests clients have. If it is to set up a review of their finanial plans then the need may not be so time sensitive. Also it does depend on the timing. For example when we introduced the first and only Vanguard-managed passive index funds onto CPF investment scheme exclusive to Endowus or when we launched our industry leading Cash Smart solution then we had overwhelming responses where we could have taken longer to respond. But in general do know that we are here for you and have made available all channels through chat, email, phone or meetings - so that you can get the best customer experience from Endowus. Thank you for highlighting it and we always will endeavor to do better and respond faster but also in a much more robust way to help you achieve the outcomes you deserve.

Sure, customer service may not be as good as others. But does it affect your investment performance? They may be running on minimal staff to save cost. Nevertheless, one day wait period is within acceptable range since there is nothing critical.