Frost & Sullivan Research Approach

Frost & Sullivan Research Step-by-Step Overview

Overview of Research Process

Sample Methodology

Data Collection Quality Process

Sample Distribution by Primary Telco Company

Sample Demographics—Age and Gender

Sample Demographics—Main Products Purchased

Frost & Sullivan Customer Experience Index

Customer Experience Management (CEM) for Australia’s Telecommunications Sector

Customer Experience—Definition

Reasons for Choosing Telecommunications Service Provider

Reasons for Service Discontinuation

Preferred Channel across Stages

Channels Priority, Experience, and Frequency

Overall CEI Score by Channels/Touchpoints

Overall CEI Score of Leading Telcos

Net Promoter Score (NPS)

Product and Service Recommendation by Telco Company

Customer Loyalty Reward

Reason for Service Discontinuation

Service Discontinuation Breakdown by Provider

Most Often Used Channels for Telecommunications Customers

Preferred Channels by Transaction

Customers’ Priority-Experience Matrix

Customers’ Frequency-Experience Matrix

Degree of Channel Integration

Importance of Superior Customer Experience and Living up to Sales Promises

Customer Loyalty Reward

Proactivity Rating by Telco Company

Customer Experience With Touchpoints

Factors for Choosing Primary Telecommunications Service Provider

Product and Service Recommendation by Telco Company

Channel Used at Pre-Purchase Stage

Channels Used for Pre-Purchase Enquiry

Customer Experience With Touchpoints

Evaluation of Pre-Purchase Experience by Customer Experience Indicators

Channel Used During the Purchase Stage

Customer Experience With Touchpoints

Degree of Satisfaction/Dissatisfaction—Online and Mobile Application Channels

Degree of Satisfaction/Dissatisfaction—Store

Degree of Satisfaction/Dissatisfaction—Sales Agent vs Service Engineer

Degree of Satisfaction/Dissatisfaction—‘Call Centre’ Vs ‘Outlets’

Channels Revisited for Post-Sale Enquiry

Channel Used for Post-Purchase Enquiry

Post-Purchase Experience Evaluation by Customer Experience Indicators

Customer Experience With Touchpoints

Customer Loyalty, Recommendation, and Additional Purchase

Overall CEI Score by Channels/Touchpoints

Overall CEI Score by Telco

CEI Score for Online

CEI Score for Mobile Application

CEI Score for Store

CEI Score for Call Centre

Net Promoter Score (NPS)

Telstra—Customer Transaction Preference

Telstra—Customer Priority-Experience Profile

Telstra—Frequency of Interaction-Customer Experience Profile

Telstra’s Rating for Competitive Factors

Optus—Customer Transaction Preference

Optus—Customer Priority-Experience Profile

Optus—Frequency of Interaction-Customer Experience Profile

Optus’ Rating for Competitive Factors

Vodafone AU—Customer Transactions’ Preference

Vodafone AU—Customer Priority-Experience Profile

Vodafone AU—Frequency of Interaction-Customer Experience Profile

Vodafone AU’s Rating for Competitive Factors

Virgin Mobile—Customer Transaction Preference

Virgin Mobile—Customer Priority-Experience Profile

Virgin Mobile—Frequency of Interaction-Customer Experience Profile

Virgin Mobile’s Rating for Competitive Factors

TPG—Customer Transaction Preference

TPG—Customer Priority-Experience Profile

TPG—Frequency of Interaction-Customer Experience Profile

TPG’s Rating for Competitive Factors

iiNet—Customer Transaction Preference

iiNet—Customer Priority-Experience Profile

iiNet—Frequency of Interaction-Customer Experience Profile

iiNet’s Rating for Competitive Factors

Dodo—Customer Transaction Preference

Dodo—Customer Priority-Experience Profile

Dodo—Frequency of Interaction-Customer Experience Profile

Dodo’s Rating for Competitive Factors

Would TPG’s Buyout of iiNet Impact its Competitive Scores?

Call Centre—Where is it Headed in Terms of CEM?

Of Data Speed, Coverage, and Good Customer Experience

Of Data Speed, Coverage, and Good Customer Experience (continued)

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