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Malaysian Banking Services Customer Experience Management
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
29-Jul-2015
Asia Pacific
Market Research
9AF5-00-05-00-00
IT02967-AP-MR_16828
$3,950.00
Special Price $2,962.50 save 25 %
In this first Customer Experience Management report for Malaysia’s Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.
Frost & Sullivan’s Research Step-by-Step Overview
Overview of the Research Process
Sample Methodology
Data Collection Quality Process
Sample Distribution by Service Provider—Banking Malaysia
Sample Demographics by Age and Gender—Banking Malaysia
Sample Demographics by Monthly Personal Income—Malaysian Banking
Frost & Sullivan Customer Experience Index
Customer Experience Management (CEM) Malaysian Banking Services 2014—Introduction
Factors for Choosing Primary Bank
Factors for Discontinuation of Primary Bank
Preferred Channels for Banking
Preferred Channels across Stages
Mobile Banking versus Contact Centre
Customer Experience Index Score—Definition and Score
Customer Experience Index Score by Primary Bank
Net Promoter Score by Primary Bank
Channel Integration and Feedback by Primary Bank
Product Recommendation by Primary Bank
Customer Loyalty Rewards by Primary Bank
Reason for Banking Service Discontinuation
Reason for Banking Service Discontinuation (continued)
Preferred Channels for Banking
Preferred Channels for Banking (continued)
Branch versus Website Transactions
Frequency of Branch Visits
Customer Top Priority Experience Matrix
Degree of Channel Integration
Priority of Superior Customer Experience and Living up to Sales Promises
Customer Loyalty Reward
Customer Satisfaction
Degree of Satisfaction/Dissatisfaction—Internet versus Mobile Banking
Customer Experience with Contact Centre
Factors for Choosing Primary Bank
Product and Service Recommendation by Primary Bank
New Product Consideration by Primary Bank
Channel Used at Pre-Purchase Stage
Channels Used for Pre-Purchase Inquiry
Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators
Preferred Purchasing Channel
Preferred Purchasing Channel (continued)
Channels Revisited for Post-Purchase Enquiry
Customer Experience with Touch-points
Channel Used for Post-Purchase Enquiry
Customer Experience with Touch-points by Primary Bank
Customer Loyalty, Recommendation and Additional Purchase
Overall CEI Score by Channels/Touch-points
Overall CEI Score by Primary Bank
CEI Score for Branch Banking
CEI Score for Online Banking
CEI Score for Contact Centres
CEI Score for Mobile Banking
CEI Score for Self-Service Facilities
Net Promoter Score (NPS)
Maybank—Customer Transactions’ Preference
Maybank—Customer Priority-Experience Profile
Maybank—Frequency of Interaction-customer Experience Profile
CIMB Bank—Customer Transactions’ Preference
CIMB Bank—Customer Priority-Experience Profile
CIMB Bank—Frequency of Interaction-customer Experience Profile
Public Bank—Customer Transactions’ Preference
Public Bank—Customer Priority-Experience Profile
Public Bank—Frequency of Interaction-customer Experience Profile
RHB—Customer Transactions’ Preference
RHB—Customer Priority-Experience Profile
RHB—Frequency of Interaction-customer Experience Profile
Contact Centre—Where is it Headed with Regards to CEM?
Mobile Banking Application—Will it Take Off?
Frequently Recommending New Products to Customers and Not Violating Personal Data Protection Act 2010 (PDPA)
Would Banks Shift from a Hard-sell Approach to Needs-based Analysis to Engage Customers?
Would Improving Customer Rewards Programmes Positively Impact Both Customers and Banks?
Why Frost & Sullivan
Customer Experience—Definition
Integrating Process, People and Infrastructure
Frost & Sullivan’s Customer Experience Maturity Model
A 5-step Strategic Approach
Legal Disclaimer
Definitions
The Frost & Sullivan Story
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Iskandar Ishak |
| Industries | Information Technology |
| WIP Number | 9AF5-00-05-00-00 |
| Is Prebook | No |