Frost & Sullivan’s Research Approach

Frost & Sullivan’s Research Step-by-Step Overview

Overview of the Research Process

Sample Methodology

Data Collection Quality Process

Sample Distribution by Service Provider—Telecommunications Malaysia

Sample Demographics by Age and Gender

Sample Demographics by Monthly Personal Income

Frost & Sullivan Customer Experience Index

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

Customer Experience—Definition

Factors for Choosing Service Provider

Factors for Discontinuation of Service Provider

Preferred Channel for Service Provider

Preferred Channel across Stages

Mobility Vs Contact Centre

Customer Experience Index—Definition and Score

Customer Experience Index Score by Service Provider

Net Promoter Score by Service Provider

Channel Integration and Feedback by Service Provider

Product and Service Recommendation by Service Provider

Customer Loyalty Reward by Service Provider

Reason for Service Discontinuation

Preferred Channel for Customer Interaction

In-Store Vs Website Transactions

Average Frequency of Branch 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 Telecommunication Service Provider

Product and Service Recommendation by Service Provider

New Product Consideration by Service Provider

Channel Used at Pre-Purchase Stage

Channels Used for Pre-Purchase Inquiry

Customer Experience with Touch-points

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

Channel Preferred by Service Provider

Preferred Channel at Purchase Stage

Channels Revisited for Post-Sales Enquiry

Channel Used for Post-Purchase Enquiry

Evaluation of Experience in the Post-purchase Stage Measured 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 Telecommunication Service Provider

CEI Score for In-Store

CEI Score for Self-Service

CEI Score for Mobile

CEI Score for Contact Centre

Net Promoter Score (NPS)

Maxis—Customer Transactions’ Preference by Primary TSP

Maxis—Customer Priority-Experience Profile by Primary TSP

Maxis—Frequency of Interaction-customer Experience Profile by TSP

Celcom—Customer Transactions’ Preference by Primary TSP

Celcom—Customer Priority-Experience Profile by Primary TSP

Celcom—Frequency of Interaction-customer Experience Profile by TSP

DiGi—Customer Transactions’ Preference by Primary TSP

DiGi—Customer Priority-Experience Profile by Primary TSP

DiGi—Frequency of Interaction-customer Experience Profile by TSP

TM—Customer Transactions’ Preference by Primary TSP

TM—Customer Priority-Experience Profile by Primary TSP

TM—Frequency of Interaction-customer Experience Profile by TSP

U Mobile—Customer Transactions’ Preference by Primary TSP

U Mobile—Customer Priority-Experience Profile by Primary TSP

U Mobile—Frequency of Interaction-customer Experience Profile by TSP

Contact Centre: Where is it Headed with Regards to CEM?

Mobile Application: Will it Expand Beyond an Information Tool?

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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Definitions

The Frost & Sullivan Story