Customer Experience Management ReportMalaysia Telecommunications 2014
Customer Experience Management ReportMalaysia Telecommunications 2014
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
RELEASE DATE
10-Aug-2015
10-Aug-2015
REGION
Asia Pacific
Asia Pacific
Deliverable Type
Market Research
Market Research
Research Code: 9AF5-00-07-00-00
SKU: TE03364-AP-MR_17057
$3,950.00
In stock
SKU
TE03364-AP-MR_17057
Description
In this first Customer Experience Management report for Malaysia’s Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies 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.
Table of Contents
Frost & Sullivan’s Research Approach
Frost & Sullivan’s Research Step-by-Step Overview
Overview of the Research Process
Sample Methodology
Data Collection Quality Process
Sample Distribution by Service Provider—Telecommunications Malaysia
Sample Demographics by Age and Gender
Sample Demographics by Monthly Personal Income
Frost & Sullivan Customer Experience Index
Customer Experience Management (CEM) for Malaysian Telecommunications Services in 2014
Customer Experience—Definition
Factors for Choosing Service Provider
Factors for Discontinuation of Service Provider
Preferred Channel for Service Provider
Preferred Channel across Stages
Mobility Vs Contact Centre
Customer Experience Index—Definition and Score
Customer Experience Index Score by Service Provider
Net Promoter Score by Service Provider
Channel Integration and Feedback by Service Provider
Product and Service Recommendation by Service Provider
Customer Loyalty Reward by Service Provider
Reason for Service Discontinuation
Preferred Channel for Customer Interaction
In-Store Vs Website Transactions
Average Frequency of Branch Visit
Customers’ Top Priority-experience Matrix
Degree of Channel Integration
Priority of Superior Customer Experience and Living up to Sales Promises
Customer Loyalty Reward
Customer Experience with Touch-points
Degree of Satisfaction/Dissatisfaction—In-store Vs Kiosks Channels
Degree of Satisfaction/Dissatisfaction—Online Vs Contact Centre Channels
Factors for Choosing Telecommunication Service Provider
Product and Service Recommendation by Service Provider
New Product Consideration by Service Provider
Channel Used at Pre-Purchase Stage
Channels Used for Pre-Purchase Inquiry
Customer Experience with Touch-points
Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators
Channel Preferred by Service Provider
Preferred Channel at Purchase Stage
Channels Revisited for Post-Sales Enquiry
Channel Used for Post-Purchase Enquiry
Evaluation of Experience in the Post-purchase Stage Measured by Customer Experience Indicators
Customer Experience with Touch-points
Customer Loyalty, Recommendation and Additional Purchase
Overall CEI Score by Channels/Touch-points
Overall CEI Score by Telecommunication Service Provider
CEI Score for In-Store
CEI Score for Self-Service
CEI Score for Mobile
CEI Score for Contact Centre
Net Promoter Score (NPS)
Maxis—Customer Transactions’ Preference by Primary TSP
Maxis—Customer Priority-Experience Profile by Primary TSP
Maxis—Frequency of Interaction-customer Experience Profile by TSP
Celcom—Customer Transactions’ Preference by Primary TSP
Celcom—Customer Priority-Experience Profile by Primary TSP
Celcom—Frequency of Interaction-customer Experience Profile by TSP
DiGi—Customer Transactions’ Preference by Primary TSP
DiGi—Customer Priority-Experience Profile by Primary TSP
DiGi—Frequency of Interaction-customer Experience Profile by TSP
TM—Customer Transactions’ Preference by Primary TSP
TM—Customer Priority-Experience Profile by Primary TSP
TM—Frequency of Interaction-customer Experience Profile by TSP
U Mobile—Customer Transactions’ Preference by Primary TSP
U Mobile—Customer Priority-Experience Profile by Primary TSP
U Mobile—Frequency of Interaction-customer Experience Profile by TSP
Contact Centre: Where is it Headed with Regards to CEM?
Mobile Application: Will it Expand Beyond an Information Tool?
Timely Product Promotion that are Relevant; What is Next?
Would Improving Customer Rewards Programmes Positively Impact Both Customers and Service Providers?
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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Popular Topics
In this first Customer Experience Management report for Malaysias Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies 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.
Deliverable Type | Market Research |
---|---|
No Index | No |
Podcast | No |
Author | Iskandar Ishak |
Industries | Telecom |
WIP Number | 9AF5-00-07-00-00 |
Is Prebook | No |