- Osome Blog SG
- Osome Customers Report Higher Satisfaction in Singapore & Hong Kong
Osome Customers Speak: Stronger, Happier, More Loyal
- Published: 17 September 2025
- 8 min read
- That’s Osome, Better Business
Nuria Molins
Author
Nuria Molins is Osome’s Social Media Manager, curating content that helps Singaporean entrepreneurs stay ahead of trends, branding, and digital engagement. With a deep understanding of how businesses grow their voice online, Nuria turns social media insights into practical takeaways for small business owners navigating the digital space.
Across Asia’s financial hubs, the shift to technology-enabled business models is taking different forms. In Singapore, 94.6% of SMEs have already adopted at least one digital solution, showing near-universal digitalisation. In Hong Kong, the city has advanced through smartification with more than 1,300 projects implemented across 50 industries in the Greater Bay Area.
Within this backdrop, Osome’s independent research shows a consistent pattern: founders and SMEs using digital-first providers like Osome report significantly higher satisfaction and advocacy compared to those relying on traditional accounting firms.
Key Highlights
- Digital-first wins: In Singapore and Hong Kong, Osome users report up to 24 points higher satisfaction than traditional firm clients.
- Loyal founders: Osome’s Net Promoter Score (NPS) outperforms both category averages and traditional providers by 10–16 points.
- Always improving: 4 in 10 Osome users in Singapore and Hong Kong say the platform has improved in meeting their needs over the past year – with strong appeal even among non-users.
- Built for growth: Founders value Osome’s speed, mobile-first experience, and expert support – helping them start smarter and scale faster.
Digital vs Traditional: The Clear Choice for Startups and SMEs
Osome clients feel better supported with more responsive service and clearer value than competitors.
The survey revealed a marked difference in customer experience between digital-first and traditional providers.
- In Singapore, 76% of Osome users reported being satisfied with their overall experience, compared with just 57% for traditional firms.
- In Hong Kong, satisfaction was even higher, with 81% of Osome clients satisfied versus 57% for traditional firm clients.
This represents a 19 to 24 point satisfaction advantage for Osome across both markets.
When asked why, founders pointed to ease of use, responsive customer support, and affordability as key drivers. Customers also highlighted Osome’s fast onboarding, clear communication, and mobile-enabled platform as standout benefits. Traditional firms, by contrast, were more often associated with expertise in local regulations and perceived value for money.
Our independent studies show a consistent trend: startups and SMEs that adopt digital-first platforms like Osome report higher satisfaction and stronger loyalty than those using traditional providers. The data clearly reflects a broader market shift toward solutions that combine technology with human expertise.
Why More Founders Recommend Osome
Customer loyalty, measured through Net Promoter Score (NPS), tells a similar story.
- In Singapore, Osome’s advocacy score was 12 points higher than traditional firms and 10 points above the category average.
- In Hong Kong, the advantage widened further, with Osome scoring 16 points higher than traditional firms and 14 points above the category average.
These results show that Osome customers are consistently more likely to recommend the service than peers who rely on conventional providers.
Advocacy is the truest measure of trust. The fact that more of our customers would recommend us is the clearest signal that our focus on simplifying business administration – by combining AI-powered tools with human expertise – is creating real value for founders.
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How Osome Keeps Improving for Founders
With thoughtfully-planned and well-executed efforts, Osome has marched ahead in meeting its customer needs better. And our efforts will continue.
The research also tracked how perceptions of Osome have evolved.
- In Singapore, 41% of users said Osome had improved in meeting their business needs over the past year.
- In Hong Kong, the figure was 43%.
At the same time, four in ten saw no change, pointing to the need for further enhancements in communication, integration, and advisory services.
Among businesses unfamiliar with Osome, reactions to the platform were promising:
- In Singapore, more than two-fifths of non-users found the value proposition appealing.
- In Hong Kong, just under a third expressed strong interest.
Positive reactions were driven by Osome’s blend of technology and human support, its all-in-one functionality, and its relevance for startups and scaling businesses.
Thinking of Starting a Business? Go Digital from Day One
Aspiring entrepreneurs often underestimate how much time is lost to admin. Traditional firms may offer local expertise, but digital-first partners like Osome give you faster onboarding, mobile visibility, and always-available support.
For first-time founders in Singapore and Hong Kong, choosing a digital partner means you can focus on building your product, finding your first customers, and raising funds – instead of chasing paperwork.
And this is where Osome stands out:
Osome is built for founders, backed by experts, and enabled by AI – reducing admin stress and putting control back in your hands, so you can focus on growing your business.
Building What Founders Want Next
The findings also signal what founders and SMEs want most from their partners:
- Proactive advisory to anticipate business challenges
- Broader ecosystem services that go beyond core admin support
- Stronger integrations with the tools they already use
Osome is committed to growing alongside its customers by expanding partnerships with fintechs, accelerators, and solution providers. This ecosystem approach is designed to help founders reduce admin, access tailored expertise, and scale faster.
With continued investment in technology, customer experience, and partnerships, Osome is well placed to strengthen its role in Asia’s entrepreneurial landscape.
Learn How Osome Can Empower You
At Osome, our mission is to make business simpler, easier, and smarter for founders and SMEs. Independent research across Singapore and Hong Kong shows that our customers rate us significantly higher than traditional firms in reliability, ease of use, and overall satisfaction.
The results speak clearly: Osome clients are not only more satisfied, but also more likely to recommend us. In fact, our NPS in both markets is 10–14 points higher than industry averages.
As we grow with our customers, we remain focused on building trust, simplifying processes, and staying true to our promise: business made simpler, easier, and smarter.
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Findings are based on two surveys commissioned by Osome and conducted by independent insights consultancy ADNA Research.
Brand Audit survey (completed in June 2025): n=544 respondents in Singapore and n=530 in Hong Kong.
NPS survey (completed in July 2025): n=121 Osome users and n=256 non-users in Singapore, and n=102 Osome users and n=254 non-users in Hong Kong.
Nuria Molins is Osome’s Social Media Manager, curating content that helps Singaporean entrepreneurs stay ahead of trends, branding, and digital engagement. With a deep understanding of how businesses grow their voice online, Nuria turns social media insights into practical takeaways for small business owners navigating the digital space.
