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Benchmarking Industry Excellence in Delivering a Superior Customer Experience
31-May-2021
Asia Pacific
Customer Research
PBC6-01-00-00-00
IT04334-AP-CR_25472
Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in Indonesia. The country continues to capitalize on the growing number of retail bank users in Southeast Asia as many individuals rely on banking services and products for both personal and business uses.
Frost & Sullivan’s Customer Experience Management study in the banking sector explores customer experience among banking providers in Indonesia. The study focuses on critical factors that influence customer behavior throughout the three stages of their retail decision-making journey: pre-purchase, purchase, and post-purchase. At each stage, the study evaluates the key parameters that contribute to customers’ decision to purchase from and transact with a retail bank as well as their preferred channels or touchpoints.
Author: Edurra Talib
Frost & Sullivan’s Research Approach
Frost & Sullivan’s Research Approach—Step-by-step Overview
Overview of Research Process
Sampling Methodology
Data Collection Quality Process
Sample Distribution—Primary Bank
Sample Demographics—Respondents’ Age and Gender
Sample Demographics—Main Products/Services Purchased
Frost & Sullivan Customer Experience Index
Customer Experience Management in the Indonesian Banking Sector in 2021—Overview
Customer Experience—Definition
Factors in Choosing Primary Bank
Factors in Discontinuing Service with Primary Bank
Preferred Channel in Consumer Decision-Making in the Banking Sector
Degree of Channel Integration
Products/Services Recommendations by Primary Bank
Overall CEI Score by Channel/Touchpoint
CEI Score by Primary Bank—Overall Experience
Net Promoter Score
Customer Loyalty Rewards
Service Discontinuation
Service Discontinuation Rate among Primary Banks
Most Used Channels for Banking Products/Services
Preferred Channels for Banking Products/Services
Customer Priority Experience Matrix
Customer Frequency Experience Matrix
Degree of Channel Integration
Prioritizing Superior Customer Experience and Living up to Sales Promises
Customer Loyalty Rewards
Proactive Behavior of Banks
Customer Experience by Channel/Touchpoint
Factors for Choosing Primary Retail Bank
Products/Services Recommendations by Primary Bank
Channels Used in the Pre-purchase Stage
Channels Used for Pre-purchase Inquiries
Customer Experience with Touchpoints in the Pre-purchase Stage
Customer Experience Evaluation in the Pre-purchase Stage by Channel
Channels Used in the Purchase Stage
Preferred Channels in the Purchase Stage
Customer Experience with Touchpoints in the Purchase Stage
Degree of Satisfaction—Online Platform
Degree of Satisfaction—Branch
Degree of Satisfaction—Mobile Application and Call Center
Degree of Satisfaction—Sales Agent and ATM
Degree of Satisfaction—Real-time Messaging and Chatbot
Channels Used in the Post-purchase Stage
Revisited Channels for Post-purchase Inquiries
Channels Used for Post-purchase Inquiries
Customer Experience with Touchpoints in the Post-purchase Stage
Customer Experience Evaluation in the Post-purchase Stage by Channel
Customer Loyalty and Recommendation
Overall CEI Score by Channel/Touchpoint
CEI Score by Primary Bank—Overall Experience
CEI Score for Branch
CEI Score for Self-service Channels
CEI Score for Contact Center
CEI Score for Online Channels
CEI Score for Mobile Application
Net Promoter Score
Why Frost & Sullivan
Customer Experience—Definition
Integrating Process, People, and Infrastructure
Frost & Sullivan’s Customer Experience Maturity Model
A 5-step Strategic Approach
List of Exhibits
List of Exhibits (continued)
List of Exhibits (continued)
List of Exhibits (continued)
Legal Disclaimer
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| Deliverable Type | Customer Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Edurra Talib |
| Industries | Information Technology |
| WIP Number | PBC6-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9533-C1,9702-C1,9705-C1,9884-C1,9661 |
Indonesian Banking Customer Experience Management Study 2021
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