Singapore Banking Services Customer Experience Management
Singapore Banking Services Customer Experience Management
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
RELEASE DATE
05-Aug-2015
05-Aug-2015
REGION
Asia Pacific
Asia Pacific
Research Code: 9AF5-00-06-00-00
SKU: IT02968-AP-MR_16829
$3,950.00
In stock
SKU
IT02968-AP-MR_16829
Description
In this first Customer Experience Management report for Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.
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 Banks
Sample Demographics—Age and Gender
Sample Demographics—Monthly Personal Income
Frost & Sullivan Customer Experience Index
Customer Experience Management (CEM) for the Singapore Banking Services in 2014
Customer Experience—Definition
Factors for Choosing Primary Bank
Factors for Discontinuation of Primary Bank
Preferred Channel for Banking
Preferred Channel across Stages
Online Vs Mobile Channels
Customer Experience Index—Definition and Score
Overall Customer Experience Index Score by Primary Banks
Net Promoter Score by Banks
Channel Integration and Feedback by Banks
Product and Service Recommendation by Banks
Customer Loyalty Reward by Banks
Reason for Service Discontinuation
Preferred Channel for Customer Interaction
Branch 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 Satisfaction
Degree of Satisfaction/Dissatisfaction—Internet Vs Mobile Channels
Customer Experience With Contact Centre
Factors for Choosing Primary Bank
Product and Service Recommendation by Primary Banks
New Product Consideration by Primary Banks
Channel Used at Pre-Purchase Stage
Channels Used for Pre-Purchase Enquiry
Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators
Customer Experience With Touch-points
Channel Preferred by Banks
Preferred Channel at Purchase Stage
Channels Revisited for Post-Sale Queries
Channel Used for Post-Sale Enquiry
Customer Experience With Touch-points
Customer Experience With Touch-points (continued)
Customer Loyalty, Recommendation and Additional Purchase
Overall CEI Score by Touch-points
Overall CEI Score by Primary Bank
CEI Score for Branch Banking
CEI Score for Online Banking
CEI Score for Contact Centre
CEI Score for Mobile Banking
CEI Score for Self-Service Facilities
Net Promoter Score
DBS Group—Customer Transaction Preference
DBS Group—Customer Priority-Experience profile
DBS Group—Frequency of Interaction-Customer Experience Profile
OCBC Bank—Customer Transaction Preference
OCBC Bank—Customer Priority-Experience profile
OCBC Bank—Frequency of Interaction-Customer Experience Profile
United Overseas Bank—Customer Transaction Preference
United Overseas Bank—Customer Priority-Experience profile
United Overseas Bank—Frequency of Interaction-Customer Experience Profile
Contact Centre—Where is it Headed With Regards to CEM?
Mobile Banking Application—Is this the Next Differentiator?
Would Banks Shift from a Hard-sell Approach to Needs-based Analysis to Engage Customers?
Would Improving Customer Rewards Programmes Positively Impact Both Customers and Banks?
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
In this first Customer Experience Management report for Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.
No Index | No |
---|---|
Podcast | No |
Author | Iskandar Ishak |
Industries | Information Technology |
WIP Number | 9AF5-00-06-00-00 |
Is Prebook | No |