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Benchmarking Industry Excellence in Delivering a Superior Customer Experience
08-Jul-2021
Asia Pacific
Market Research
PBD8-01-00-00-00
IT04356-AP-MT_25568
Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products and services, and various touchpoints. Frost & Sullivan evaluates the customer experiences of the telecommunications sector in the Philippines, examining the critical factors influencing customer behavior throughout three stages of consumer decision-making: pre-purchase, purchase, and post-purchase. The research service utilizes the proprietary Customer Experience Index (CEI) and the widely used Net Promoter Score (NPS) methodology to understand the dynamics of the interactions between customers and their telecommunications providers.
The Philippines continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for personal and business uses. Frost & Sullivan's Customer Experience Management (CEM) study for the Philippines telecommunications sector explores the customer experience offered by telecommunications providers Converge, Globe Telecom, Sky, Smart Communications, and Sun Cellular. The research focuses on the critical factors that influence customer behavior and preferences throughout the three stages of their telecommunications service provider journey.
Author: Krishna Baidya
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 Telcos
Sample Demographics—Respondents’ Age and Gender
Sample Demographics—Main Products/Services Purchased
Frost & Sullivan’s Customer Experience Index (CEI)
Customer Experience Management in the Philippines Telecommunications Sector in 2021—Overview
Customer Experience—Definition
Factors in Choosing Primary Telco
Reason for Discontinuing Service with Primary Telco
Preferred Channel in Consumer Decision-Making in the Telecommunications Sector
Degree of Channel Integration
Products/Services Recommendations by Primary Telco
Overall CEI Score by Channel/Touchpoint
CEI Score by Primary Telco—Overall Experience
Net Promoter Score
Customer Loyalty Rewards
Service Discontinuation
Service Discontinuation Rate among Primary Telco
Most Used Channels for Telecommunication Products/Services
Preferred Channels for Telecommunication 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 Telcos
Customer Experience by Channel/Touchpoint
Factors for Choosing Primary Telco
Products/Services Recommendations by Primary Telco
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—Store/Center
Degree of Satisfaction—Dealer/Kiosk
Degree of Satisfaction—Mobile Application and Call Center
Degree of Satisfaction—Outside Sales Agent and Sales Engineer/ Technician/Installer
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
CEI Score for Overall Experience
Overall CEI Score by Primary Telco
CEI Score for In-store Channels
CEI Score for Online Channels
CEI Score for Mobile Application
CEI Score for Contact Center
CEI Score for Dealer/Kiosk
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)
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List of Exhibits (continued)
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Krishna Baidya |
| Industries | Information Technology |
| WIP Number | PBD8-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9533-C1,9702-C1,9705-C1,9884-C1,9661 |
Philippines Telecommunications Customer Experience Management Study 2021
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