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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
01-Jul-2016
REGION
Asia Pacific
Asia Pacific
Research Code: 9AF5-00-10-00-00
SKU: TE03628-AP-MR_18834
$4,950.00
In stock
SKU
TE03628-AP-MR_18834
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
Popular Topics
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.
| No Index | No |
|---|---|
| Podcast | No |
| Author | Ng Kim Boon |
| Industries | Telecom |
| WIP Number | 9AF5-00-10-00-00 |
| Is Prebook | No |