Description
Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. Frost & Sullivan’s Customer Experience Management study on the country’s telecommunications sector explores how customers perceive their local telecommunications providers through the touchpoints they use during the pre-purchase, purchase, and post-purchase stages.
Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. In this study, Frost & Sullivan evaluates the customer experience in the telecommunications sector of Indonesia, highlighting the critical factors that influence customer behavior throughout the three stages. The study utilizes the proprietary Customer Experience Index and the widely used Net Promoter Score (NPS) methodologies to understand the interaction dynamics between customers and telecommunications providers.
Author: Edurra Talib
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