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Customer Experience Management ReportSingapore Telecommunications 2014
Customer Experience Management ReportSingapore Telecommunications 2014
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
RELEASE DATE
07-Aug-2015
07-Aug-2015
REGION
Asia Pacific
Asia Pacific
Research Code: 9AF5-00-08-00-00
SKU: TE03355-AP-MR_17058
$3,950.00
In stock
SKU
TE03355-AP-MR_17058
Description
In this first Customer Experience Management report for Singapore's Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies 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 Service Provider
Sample Demographics—Age and Gender
Sample Demographics—Monthly Personal Income
Frost & Sullivan Customer Experience Index
Customer Experience Management (CEM) for Singaporean Telecommunications Services in 2014
Customer Experience—Definition
Factors for Choosing Telecom Service Provider
Factors for Discontinuation of Telecom Service Patronage
Preferred Channel for Telecom Service
Preferred Channel across Stages
Mobile Apps Vs Contact Centre Channels
Customer Experience Index—Definition and Score
Overall CEI Score by Telecom Service Provider
Net Promoter Score by Telecom Service Provider
Channel Integration and Feedback by Telecom Service Provider
Product and Service Recommendation by Telecom Service Provider
Customer Loyalty Reward by Telecom Service Provider
Reason for Service Discontinuation
Preferred Channel for Customer Interaction
In-Store vs Website Transaction
Average Frequency of In-Store 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 Medical Insurance Company
Product and Service Recommendation by Telecom Service Provider
New Product Consideration by Telecom Service Provider
Channel Used at Pre-Purchase Stage
Channel Used for Pre-Purchase Enquiry
Customer Experience with Touch-points
Channel Used
Preferred Channel at Purchase Stage
Channels Revisited for Post-Sale Enquiry
Channel Used for Post-Sale Enquiry
Evaluation of Experience in the Post-purchase Stage Broken down 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 Medical Insurance Provider
CEI Score for Sales In-Store
CEI Score for Self-Service
CEI Score for Mobile App
CEI Score for Contact Centre
Net Promoter Score (NPS)
SingTel—Customer Transactions’ Preference
SingTel—Customer Priority-Experience Profile
SingTel—Frequency of Interaction Customer Experience Profile
StarHub—Customer Transactions’ Preference
StarHub—Customer Priority-Experience Profile
StarHub—Frequency of Interaction Customer Experience Profile
M1—Customer Transactions’ Preference
M1—Customer Priority-Experience Profile
M1—Frequency of Interaction Customer Experience Profile
Contact Centres: Where is it Heading with Regards to CEM?
Mobile Application: The New CEM battleground?
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
Legal Disclaimer
Definitions
Frost & Sullivan Story
Popular Topics
In this first Customer Experience Management report for Singapore's Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies 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 | Telecom |
| WIP Number | 9AF5-00-08-00-00 |
| Is Prebook | No |