Singapore Banking Services Customer Experience Management

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

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In this first Customer Experience Management report for Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Table of Contents

Singapore Banking Services Customer Experience ManagementResearch MethodologyFrost & Sullivan Research ApproachFrost & Sullivan Research Step-by-Step OverviewOverview of Research ProcessSample MethodologyData Collection Quality ProcessSample Distribution by BanksSample Demographics—Age and GenderSample Demographics—Monthly Personal IncomeFrost & Sullivan Customer Experience IndexExecutive SummaryCustomer Experience Management (CEM) for the Singapore Banking Services in 2014Customer Experience—DefinitionFactors for Choosing Primary BankFactors for Discontinuation of Primary BankPreferred Channel for BankingPreferred Channel across StagesOnline Vs Mobile ChannelsCustomer Experience Index—Definition and ScoreOverall Customer Experience Index Score by Primary BanksNet Promoter Score by BanksChannel Integration and Feedback by BanksProduct and Service Recommendation by BanksCustomer Loyalty Reward by BanksCEM Study—Singapore’s Banking Services 2014Reason for Service DiscontinuationPreferred Channel for Customer InteractionBranch vs Website TransactionsAverage Frequency of Branch VisitCustomers’ Top Priority-experience matrixDegree of Channel IntegrationPriority of Superior Customer Experience and Living up to Sales PromisesCustomer Loyalty RewardCustomer SatisfactionDegree of Satisfaction/Dissatisfaction—Internet Vs Mobile ChannelsCustomer Experience With Contact CentreUnderstanding Pre-Purchase BehaviourFactors for Choosing Primary BankProduct and Service Recommendation by Primary BanksNew Product Consideration by Primary BanksChannel Used at Pre-Purchase StageChannels Used for Pre-Purchase EnquiryEvaluation of Experience in the Pre-Purchase Stage by Customer Experience IndicatorsCustomer Experience With Touch-pointsUnderstanding Purchase BehaviourChannel Preferred by BanksPreferred Channel at Purchase Stage Understanding Post-Purchase BehaviourChannels Revisited for Post-Sale QueriesChannel Used for Post-Sale EnquiryCustomer Experience With Touch-pointsCustomer Experience With Touch-points (continued)Analysis by Customer Experience Index (CEI)Customer Loyalty, Recommendation and Additional PurchaseOverall CEI Score by Touch-pointsOverall CEI Score by Primary BankCEI Score for Branch BankingCEI Score for Online BankingCEI Score for Contact CentreCEI Score for Mobile BankingCEI Score for Self-Service FacilitiesNet Promoter ScoreAnalysis By CompanyDBS Group—Customer Transaction PreferenceDBS Group—Customer Priority-Experience profileDBS Group—Frequency of Interaction-Customer Experience Profile OCBC Bank—Customer Transaction PreferenceOCBC Bank—Customer Priority-Experience profileOCBC Bank—Frequency of Interaction-Customer Experience Profile United Overseas Bank—Customer Transaction PreferenceUnited Overseas Bank—Customer Priority-Experience profileUnited Overseas Bank—Frequency of Interaction-Customer Experience ProfileFinal Words—What We Are Excited AboutContact Centre—Where is it Headed With Regards to CEM?Mobile Banking Application—Is this the Next Differentiator?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?Frost & Sullivan’s Customer Experience SolutionsWhy Frost &SullivanCustomer Experience—DefinitionIntegrating Process, People and InfrastructureFrost & Sullivan’s Customer Experience Maturity Model A 5-step Strategic Approach Legal DisclaimerAppendixDefinitionsThe Frost & Sullivan Story

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