Malaysian Banking Services Customer Experience Management

Frost & Sullivan’s Research Step-by-Step Overview

Overview of the Research Process

Sample Methodology

Data Collection Quality Process

Sample Distribution by Service Provider—Banking Malaysia

Sample Demographics by Age and Gender—Banking Malaysia

Sample Demographics by Monthly Personal Income—Malaysian Banking

Frost & Sullivan Customer Experience Index

Customer Experience Management (CEM) Malaysian Banking Services 2014—Introduction

Factors for Choosing Primary Bank

Factors for Discontinuation of Primary Bank

Preferred Channels for Banking

Preferred Channels across Stages

Mobile Banking versus Contact Centre

Customer Experience Index Score—Definition and Score

Customer Experience Index Score by Primary Bank

Net Promoter Score by Primary Bank

Channel Integration and Feedback by Primary Bank

Product Recommendation by Primary Bank

Customer Loyalty Rewards by Primary Bank

Reason for Banking Service Discontinuation

Reason for Banking Service Discontinuation (continued)

Preferred Channels for Banking

Preferred Channels for Banking (continued)

Branch versus Website Transactions

Frequency of Branch Visits

Customer 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 versus Mobile Banking

Customer Experience with Contact Centre

Factors for Choosing Primary Bank

Product and Service Recommendation by Primary Bank

New Product Consideration by Primary Bank

Channel Used at Pre-Purchase Stage

Channels Used for Pre-Purchase Inquiry

Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators

Preferred Purchasing Channel

Preferred Purchasing Channel (continued)

Channels Revisited for Post-Purchase Enquiry

Customer Experience with Touch-points

Channel Used for Post-Purchase Enquiry

Customer Experience with Touch-points by Primary Bank

Customer Loyalty, Recommendation and Additional Purchase

Overall CEI Score by Channels/Touch-points

Overall CEI Score by Primary Bank

CEI Score for Branch Banking

CEI Score for Online Banking

CEI Score for Contact Centres

CEI Score for Mobile Banking

CEI Score for Self-Service Facilities

Net Promoter Score (NPS)

Maybank—Customer Transactions’ Preference

Maybank—Customer Priority-Experience Profile

Maybank—Frequency of Interaction-customer Experience Profile

CIMB Bank—Customer Transactions’ Preference

CIMB Bank—Customer Priority-Experience Profile

CIMB Bank—Frequency of Interaction-customer Experience Profile

Public Bank—Customer Transactions’ Preference

Public Bank—Customer Priority-Experience Profile

Public Bank—Frequency of Interaction-customer Experience Profile

RHB—Customer Transactions’ Preference

RHB—Customer Priority-Experience Profile

RHB—Frequency of Interaction-customer Experience Profile

Contact Centre—Where is it Headed with Regards to CEM?

Mobile Banking Application—Will it Take Off?

Frequently Recommending New Products to Customers and Not Violating Personal Data Protection Act 2010 (PDPA)

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

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Definitions

The Frost & Sullivan Story