Customer Experience Management Study—Malaysian Telecommunications Sector 2021

Customer Experience Management Study—Malaysian Telecommunications Sector 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

RELEASE DATE
07-May-2021
REGION
Asia Pacific
Research Code: PBC8-01-00-00-00
SKU: IT04321-AP-MT_25424
$4,950.00
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IT04321-AP-MT_25424
$4,950.00
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Description

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

RESEARCH: INFOGRAPHIC

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Table of Contents

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)

Legal Disclaimer

Related Research
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 & Sullivans 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
More Information
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