Statement: The seller pays attention and listens attentively to your requests and concerns.

Figure 2.10
Figure 2.10 illustrates the level of empathy by Shopee’s sellers, particularly on the notion that
the seller pays attention and listens attentively to the customers’ requests and concerns. Based
on the graph, 23 out of 50 respondents or a total of 46% answered “Agree” and 10 out of 50 or
20% of the respondents answered “Strongly Agree”. This is an indication that the majority of
the respondents concur that the seller pays attention and listens attentively to their requests or
concerns regarding the services and products. On the contrary, 14 out of 50 respondents or
28% of the total respondents were neutral and 3 out of 50 or 6% of the total respondents
disagreed. This means that some respondents haven’t received proper or any attention at all
from the seller regarding their requests and concerns. But despite such setbacks, the majority
of the respondents have a pleasant experience with Shopee as sellers care and give
individualized attention to each one of them. Also, they listen and provide solutions or answers
to their requests and concerns.

Statement: The seller acknowledges and understands the specific problem mentioned by you
and properly explains how the problem is to be addressed in a way that you can understand.
 Figure 2.11
Figure 2.11 illustrates the level of empathy by Shopee’s sellers, particularly on the idea that the
seller acknowledges and understands the specific problem mentioned by you and properly
explains how the problem is to be addressed in a way that you can understand. Based on the
graph, 19 out of 50 respondents or a total of 38% answered “Agree” and 16 out of 50 or 32% of
the respondents answered “Strongly Agree”. This is an indication that the majority of the
respondents have felt that the seller acknowledges the problems being raised and that he/she
provides a proper explanation regarding the solution to the problem. On the other hand, 12 out
of 50 respondents or 24% of the total respondents were neutral and 3 out of 50 or 6% of the
total respondents disagreed. This means that the minority of the respondent were disregarded
by the seller and that the problems being addressed are not taken into account or were not
explained in a manner that is understandable. But despite such issues, the majority of the
respondents have a pleasing transaction with Shopee as sellers show that they care by
acknowledging the specific problem mentioned by the respondent and also by explaining how
the issue is being addressed in a way that the customer can easily understand.

Statement: The seller does not take your concern lightly and makes sure that they are being
listened to carefully.

Figure 2.12
Figure 2.12 illustrates the level of empathy by Shopee’s sellers, particularly on the idea that the
seller does not take your concern lightly and makes sure that they are being listened to
carefully. Based on the graph, 20 out of 50 respondents or a total of 40% answered “Agree” and
8 out of 50 or 16% of the respondents answered “Strongly Agree”. This is an indication that the
majority of the respondents believed that the seller does not take their concern lightly by
listening carefully to the said matter. On the contrary, 17 out of 50 respondents or 34% of the
total respondents were neutral and 5 out of 50 or 10% of the total respondents disagreed. This
means that a lot but not the majority of respondents experience a horrible transaction with the
seller as issues or concerns being raised are not seriously taken into account and the seller does
not listen attentively to what the customers are trying to say. But despite such problems, the
majority of the respondents still have a pleasurable experience with Shopee as sellers focus
attentively and complaints are taken seriously to ensure that caring and distinguished services
are given to their valued customers.