Customer Experience Management Study—Malaysia’s Telecommunication Sector 2015

Customer Experience Management Study—Malaysia’s Telecommunication Sector 2015

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

RELEASE DATE
01-Jul-2016
REGION
Asia Pacific
Research Code: 9AF5-00-10-00-00
SKU: TE03628-AP-MR_18834

$4,950.00

Special Price $3,712.50 save 25 %

In stock
SKU
TE03628-AP-MR_18834

$4,950.00

$3,712.50 save 25 %

DownloadLink

Pay by invoice

ENQUIRE NOW

Description

Customer experience is the accumulation of customers’ experiences throughout their journey with the supplier, across any and all functions, products and services, and various touch points. Frost & Sullivan evaluates the various experiences provided by Malaysia's telcos. This research service takes a look at the critical factors that influence customer behaviour throughout the three phases—pre-purchase, purchase, and post-purchase—of their journey through telcos’ touch points. The research service utilises the proprietary Customer Experience Index (CEI) methodology, as well as the widely used Net Promoter Scores (NPS) methodology to understand the dynamics of the interactions between customers and their telcos.

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—Main Products Purchased

Frost & Sullivan Customer Experience Index (CEI)

Customer Experience Management (CEM) for Malaysia’s Telco Sector in 2015

Customer Experience—Definition

Factors for Choosing the Primary Telco

Reason for Service Discontinuation

Preferred Channel across Stages

Online Versus Call Centre

Degree of Channel Integration

Overall CEI Score by Channels or Touch Points

Overall CEI Score by Telco

Net Promoter Score (NPS)

Product and Service Recommendation by Service Provider

Customer Loyalty Reward

Relevant Findings by Demographics

Reason for Service Discontinuation

Reason for Service Discontinuation (continued)

Service Discontinuation Breakdown

Most Often Used Channels for Telco

Top Preferred Channels by Transaction

Customers’ Top Priority Experience Matrix

Customers’ Top Frequency Experience Matrix (continued)

Degree of Channel Integration

Priority of Superior Customer Experience and Living up to Sales Promises

Customer Loyalty Reward

Proactivity Rating by Service Provider

Customer Experience With Touch Points

Factors for Choosing the Primary Telco

Product and Service Recommendation by Service Provider

Channel Used at the Pre-purchase Stage

Channel Used for Pre-purchase Enquiry

Customer Experience With Touch Points

Evaluation of Experience in the Pre-purchase Stage by Customer Experience Indicators

Channel Used at Purchasing Stage

Preferred Channel at the Purchase Stage

Customer Experience With Touch Points

Degree of Satisfaction and Dissatisfaction—Online

Degree of Satisfaction and Dissatisfaction—Mobile Application

Degree of Satisfaction and Dissatisfaction—Store

Degree of Satisfaction and Dissatisfaction—Call Centre and Service Engineer, Installer, or Technician

Degree of Satisfaction and Dissatisfaction—Dealers and Kiosks, and Outdoor Sales Agent

Channel Used at Post-purchase Stage

Channels Revisited for Post-Sale Enquiry

Channel Used for Post-purchase Enquiry

Customer Experience With Touch Points

Evaluation of Experience in the Post-purchase Stage by Customer Experience Indicators

Customer Loyalty, Recommendation, and Additional Purchase

Customer Loyalty, Recommendation, and Additional Purchase Trend

Overall CEI Score by Channels and Touch Points

Overall CEI Score Trend by Channels and Touch Points

Overall CEI Score Trend by Telco

Overall CEI Score Trend by Telco (continued)

CEI Score for Online

CEI Score for Mobile Application

CEI Score for Store

CEI Score for Call Centre

CEI Score for Dealers and Kiosk

Net Promoter Score (NPS)

Maxis—Customer Transaction Preference

Maxis—Customer Priority-Experience Profile

Maxis—Frequency of Interaction-Customer Experience Profile

Maxis’ Rating for Competitive Factors

Celcom—Customer Transaction Preference

Celcom—Customer Priority-Experience Profile

Celcom—Frequency of Interaction-Customer Experience Profile

Celcom’s Rating for Competitive Factors

Digi—Customer Transactions’ Preference

Digi—Customer Priority-Experience Profile

Digi—Frequency of Interaction-Customer Experience Profile

Digi’s Rating for Competitive Factors

U Mobile—Customer Transaction Preference

U Mobile—Customer Priority-Experience Profile

U Mobile—Frequency of Interaction-Customer Experience Profile

U Mobile’s Rating for Competitive Factors

TM—Customer Transaction Preference

TM—Customer Priority-Experience Profile

TM—Frequency of Interaction-Customer Experience Profile

TM’s Rating for Competitive Factors

Call Centre—Long Overdue for Improvement?

Online—Will it Remain Customers’ Superior Choice?

Timely Promotion of Relevant Products—What is Next?

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

Related Research
Customer experience is the accumulation of customers’ experiences throughout their journey with the supplier, across any and all functions, products and services, and various touch points. Frost & Sullivan evaluates the various experiences provided by Malaysias telcos. This research service takes a look at the critical factors that influence customer behaviour throughout the three phases—pre-purchase, purchase, and post-purchase—of their journey through telcos’ touch points. The research service utilises the proprietary Customer Experience Index (CEI) methodology, as well as the widely used Net Promoter Scores (NPS) methodology to understand the dynamics of the interactions between customers and their telcos.
More Information
No Index No
Podcast No
Author Ng Kim Boon
Industries Telecom
WIP Number 9AF5-00-10-00-00
Is Prebook No