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Benchmarking Industry Excellence in Delivering a Superior Customer Experience
07-May-2021
Asia Pacific
Market Research
PBC8-01-00-00-00
IT04321-AP-MT_25424
Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. In this study, Frost & Sullivan examines customer experience in the telecommunications sector in Malaysia, with a focus on the critical factors that influence customer behavior throughout the stages of consumer decision-making—pre-purchase, purchase, and post-purchase. The study uses the proprietary Customer Experience Index and the widely adopted Net Promoter Score methodologies to gain insights into the interactions between customers and telecommunications providers.
With the growth of smartphone users in Southeast Asia, Malaysia continues to maximize opportunities in the telecommunications sector, particularly when individuals use smartphones and other mobile devices for personal and business purposes. Frost & Sullivan’s Customer Experience Management study explores how customers perceive their local telecommunications providers through the touchpoints they use during the pre-purchase, purchase, and post-purchase stages.
Author: Edurra Talib
Frost & Sullivan’s Research Approach
Frost & Sullivan’s Research Approach—Step-by-step Overview
Overview of Research Process
Sampling Methodology
Data Collection Quality Process
Sample Distribution—Primary Telcos
Sample Demographics—Respondents’ Age and Gender
Sample Demographics—Main Products/Services Purchased
Frost & Sullivan’s Customer Experience Index (CEI)
Customer Experience Management in the Malaysian Telecommunications Sector in 2021—Overview
Customer Experience—Definition
Factors in Choosing Primary Telco
Reason for Discontinuing Service with Primary Telco
Preferred Channel in Consumer Decision-Making in the Telecommunications Sector
Degree of Channel Integration
Products/Services Recommendations by Primary Telco
Overall CEI Score by Channel/Touchpoint
CEI Score by Primary Telco—Overall Experience
Net Promoter Score
Customer Loyalty Rewards
Service Discontinuation
Service Discontinuation Rate among Telcos
Most Used Channels for Telecommunication Services
Preferred Channels for Telecommunication Services
Customer Priority Experience Matrix
Customer Frequency Experience Matrix
Degree of Channel Integration
Prioritizing Superior Customer Experience and Living up to Sales Promises
Customer Loyalty Rewards
Proactive Behavior of Telcos
Customer Experience by Channel/Touchpoint
Factors for Choosing Primary Telco Provider
Products/Services Recommendations by Primary Telco
Channels Used in the Pre-purchase Stage
Channels Used for Pre-purchase Inquiries
Customer Experience with Touchpoints in the Pre-purchase Stage
Customer Experience Evaluation in the Pre-purchase Stage by Channel
Channels Used in the Purchase Stage
Preferred Channels in the Purchase Stage
Customer Experience with Touchpoints in the Purchase Stage
Degree of Satisfaction—Online Platform
Degree of Satisfaction—Store/Center
Degree of Satisfaction—Mobile Application and Call Center
Degree of Satisfaction—Outside Sales Agent and Service Engineer/Technician/Installer
Degree of Satisfaction—Real-time Messaging and Dealer/Kiosk
Degree of Satisfaction—Chatbot
Channels Used in the Post-purchase Stage
Revisited Channels for Post-purchase Inquiries
Channels Used for Post-purchase Inquiries
Customer Experience with Touchpoints in the Post-purchase Stage
Customer Experience Evaluation in the Post-purchase Stage by Channel
Customer Loyalty and Recommendation
CEI Score for Overall Experience
Overall CEI Score by Primary Telco
CEI Score for In-store Channels
CEI Score for Online Channels
CEI Score for Contact Center
CEI Score for Mobile Application
CEI Score for Dealer/Kiosk
Net Promoter Score
Why Frost & Sullivan
Customer Experience—Definition
Integrating Process, People, and Infrastructure
Frost & Sullivan’s Customer Experience Maturity Model
A 5-step Strategic Approach
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Edurra Talib |
| Industries | Information Technology |
| WIP Number | PBC8-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9533-C1,9702-C1,9705-C1,9884-C1,9661 |
Customer Experience Management Study—Malaysian Telecommunications Sector 2021
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