Customer Experience Management ReportSingapore Telecommunications 2014

Customer Experience Management ReportSingapore Telecommunications 2014

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

Asia Pacific
Research Code: 9AF5-00-08-00-00
SKU: TE03355-AP-MR_17058


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In this first Customer Experience Management report for Singapore'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 Research Approach

Frost & Sullivan Research Step-by-Step Overview

Overview of Research Process

Sample Methodology

Data Collection Quality Process

Sample Distribution by Service Provider

Sample Demographics—Age and Gender

Sample Demographics—Monthly Personal Income

Frost & Sullivan Customer Experience Index

Customer Experience Management (CEM) for Singaporean Telecommunications Services in 2014

Customer Experience—Definition

Factors for Choosing Telecom Service Provider

Factors for Discontinuation of Telecom Service Patronage

Preferred Channel for Telecom Service

Preferred Channel across Stages

Mobile Apps Vs Contact Centre Channels

Customer Experience Index—Definition and Score

Overall CEI Score by Telecom Service Provider

Net Promoter Score by Telecom Service Provider

Channel Integration and Feedback by Telecom Service Provider

Product and Service Recommendation by Telecom Service Provider

Customer Loyalty Reward by Telecom Service Provider

Reason for Service Discontinuation

Preferred Channel for Customer Interaction

In-Store vs Website Transaction

Average Frequency of In-Store 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 Medical Insurance Company

Product and Service Recommendation by Telecom Service Provider

New Product Consideration by Telecom Service Provider

Channel Used at Pre-Purchase Stage

Channel Used for Pre-Purchase Enquiry

Customer Experience with Touch-points

Channel Used

Preferred Channel at Purchase Stage

Channels Revisited for Post-Sale Enquiry

Channel Used for Post-Sale Enquiry

Evaluation of Experience in the Post-purchase Stage Broken down 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 Medical Insurance Provider

CEI Score for Sales In-Store

CEI Score for Self-Service

CEI Score for Mobile App

CEI Score for Contact Centre

Net Promoter Score (NPS)

SingTel—Customer Transactions’ Preference

SingTel—Customer Priority-Experience Profile

SingTel—Frequency of Interaction Customer Experience Profile

StarHub—Customer Transactions’ Preference

StarHub—Customer Priority-Experience Profile

StarHub—Frequency of Interaction Customer Experience Profile

M1—Customer Transactions’ Preference

M1—Customer Priority-Experience Profile

M1—Frequency of Interaction Customer Experience Profile

Contact Centres: Where is it Heading with Regards to CEM?

Mobile Application: The New CEM battleground?

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

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