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Benchmarking the Industry Excellence in Delivering Superior Customer Experience
28-Dec-2015
Asia Pacific
Market Research
9AF5-00-0D-00-00
TE03346-AP-MR_17059
In this Customer Experience Management study for Australia's Telecommunications sector, Frost & Sullivan examines the experiences deliveries provided by telecommunications companies to its customers. This study looks at the critical factors that influence customer behavior throughout the three phases (pre-purchase, purchase and post-purchase) of their journey. These factors are all examined on the basis of a number of service provider touchpoints.
Frost & Sullivan Research Approach
Frost & Sullivan Research Step-by-Step Overview
Overview of Research Process
Sample Methodology
Data Collection Quality Process
Sample Distribution by Primary Telco Company
Sample Demographics—Age and Gender
Sample Demographics—Main Products Purchased
Frost & Sullivan Customer Experience Index
Customer Experience Management (CEM) for Australia’s Telecommunications Sector
Customer Experience—Definition
Reasons for Choosing Telecommunications Service Provider
Reasons for Service Discontinuation
Preferred Channel across Stages
Channels Priority, Experience, and Frequency
Overall CEI Score by Channels/Touchpoints
Overall CEI Score of Leading Telcos
Net Promoter Score (NPS)
Product and Service Recommendation by Telco Company
Customer Loyalty Reward
Reason for Service Discontinuation
Service Discontinuation Breakdown by Provider
Most Often Used Channels for Telecommunications Customers
Preferred Channels by Transaction
Customers’ Priority-Experience Matrix
Customers’ Frequency-Experience Matrix
Degree of Channel Integration
Importance of Superior Customer Experience and Living up to Sales Promises
Customer Loyalty Reward
Proactivity Rating by Telco Company
Customer Experience With Touchpoints
Factors for Choosing Primary Telecommunications Service Provider
Product and Service Recommendation by Telco Company
Channel Used at Pre-Purchase Stage
Channels Used for Pre-Purchase Enquiry
Customer Experience With Touchpoints
Evaluation of Pre-Purchase Experience by Customer Experience Indicators
Channel Used During the Purchase Stage
Customer Experience With Touchpoints
Degree of Satisfaction/Dissatisfaction—Online and Mobile Application Channels
Degree of Satisfaction/Dissatisfaction—Store
Degree of Satisfaction/Dissatisfaction—Sales Agent vs Service Engineer
Degree of Satisfaction/Dissatisfaction—‘Call Centre’ Vs ‘Outlets’
Channels Revisited for Post-Sale Enquiry
Channel Used for Post-Purchase Enquiry
Post-Purchase Experience Evaluation by Customer Experience Indicators
Customer Experience With Touchpoints
Customer Loyalty, Recommendation, and Additional Purchase
Overall CEI Score by Channels/Touchpoints
Overall CEI Score by Telco
CEI Score for Online
CEI Score for Mobile Application
CEI Score for Store
CEI Score for Call Centre
Net Promoter Score (NPS)
Telstra—Customer Transaction Preference
Telstra—Customer Priority-Experience Profile
Telstra—Frequency of Interaction-Customer Experience Profile
Telstra’s Rating for Competitive Factors
Optus—Customer Transaction Preference
Optus—Customer Priority-Experience Profile
Optus—Frequency of Interaction-Customer Experience Profile
Optus’ Rating for Competitive Factors
Vodafone AU—Customer Transactions’ Preference
Vodafone AU—Customer Priority-Experience Profile
Vodafone AU—Frequency of Interaction-Customer Experience Profile
Vodafone AU’s Rating for Competitive Factors
Virgin Mobile—Customer Transaction Preference
Virgin Mobile—Customer Priority-Experience Profile
Virgin Mobile—Frequency of Interaction-Customer Experience Profile
Virgin Mobile’s Rating for Competitive Factors
TPG—Customer Transaction Preference
TPG—Customer Priority-Experience Profile
TPG—Frequency of Interaction-Customer Experience Profile
TPG’s Rating for Competitive Factors
iiNet—Customer Transaction Preference
iiNet—Customer Priority-Experience Profile
iiNet—Frequency of Interaction-Customer Experience Profile
iiNet’s Rating for Competitive Factors
Dodo—Customer Transaction Preference
Dodo—Customer Priority-Experience Profile
Dodo—Frequency of Interaction-Customer Experience Profile
Dodo’s Rating for Competitive Factors
Would TPG’s Buyout of iiNet Impact its Competitive Scores?
Call Centre—Where is it Headed in Terms of CEM?
Of Data Speed, Coverage, and Good Customer Experience
Of Data Speed, Coverage, and Good Customer Experience (continued)
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 | Telecom |
| WIP Number | 9AF5-00-0D-00-00 |
| Is Prebook | No |
Customer Experience Management StudyAustralias Telecommunications Sector 2015
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