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Customer Experience Management Study - Australia’s Telecommunications Sector 2015

  • ID: 3519079
  • December 2015
  • Region: Australia
  • 115 Pages
  • Frost & Sullivan
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Benchmarking the Industry Excellence in Delivering Superior Customer Experience

FEATURED COMPANIES

  • Dodo
  • iiNet
  • Optus
  • Telstra
  • TPG
  • Virgin Mobile
  • MORE

In this Customer Experience Management study for Australia's Telecommunications sector, this report examines the experience deliveries provided by telecommunications companies to its customers. This study looks at the critical factors that influences customer behavior throughout the three phases (pre-purchase, purchase and post-purchase) of their journey. These factors are all examined on the basis of a number of service provider touchpoints.

Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Dodo
  • iiNet
  • Optus
  • Telstra
  • TPG
  • Virgin Mobile
  • MORE

1. Research Methodology
- Research Approach
- Research Step-by-Step Overview
- Overview of Research Process
- Sample Methodology
- Data Collection Quality Process
- Sample Distribution by Primary Telco Company
- Sample Demographics - Age and Gender
- Sample Demographics - Main Products Purchased
- Customer Experience Index

2. Executive Summary
- Customer Experience Management (CEM) for Australia’s Telecommunications Sector
- Customer Experience - Definition
- Reasons for Choosing Telecommunications Service Provider
- Reasons for Service Discontinuation
- Preferred Channel across Stages
- Channels Priority, Experience, and Frequency
- Overall CEI Score by Channels/Touchpoints
- Overall CEI Score of Leading Telcos
- Net Promoter Score (NPS)
- Product and Service Recommendation by Telco Company
- Customer Loyalty Reward

3. CEM Study - Australia’s Telecommunications Sector 2015
- Reason for Service Discontinuation
- Service Discontinuation Breakdown by Provider
- Most Often Used Channels for Telecommunications Customers
- Preferred Channels by Transaction
- Customers’ Priority - Experience Matrix
- Customers’ Frequency - Experience Matrix
- Degree of Channel Integration
- Importance of Superior Customer Experience and Living up to Sales Promises
- Customer Loyalty Reward
- Proactivity Rating by Telco Company
- Customer Experience With Touchpoints

4. Understanding Pre-Purchase Behaviour
- Factors for Choosing Primary Telecommunications Service Provider
- Product and Service Recommendation by Telco Company
- Channel Used at Pre-Purchase Stage
- Channels Used for Pre-Purchase Enquiry
- Customer Experience With Touchpoints
- Evaluation of Pre-Purchase Experience by Customer Experience Indicators

5. Understanding Purchase Behaviour
- Channel Used During the Purchase Stage
- Customer Experience With Touchpoints
- Degree of Satisfaction/Dissatisfaction - Online and Mobile Application Channels
- Degree of Satisfaction/Dissatisfaction - Store
- Degree of Satisfaction/Dissatisfaction - Sales Agent vs Service Engineer
- Degree of Satisfaction/Dissatisfaction — ‘Call Centre’ Vs ‘Outlets’

6. Understanding Post-Purchase Behaviour
- Channels Revisited for Post-Sale Enquiry
- Channel Used for Post-Purchase Enquiry
- Post-Purchase Experience Evaluation by Customer Experience Indicators
- Customer Experience With Touchpoints

7. Analysis by Customer Experience Index (CEI)
- Customer Loyalty, Recommendation, and Additional Purchase
- Overall CEI Score by Channels/Touchpoints
- Overall CEI Score by Telco
- CEI Score for Online
- CEI Score for Mobile Application
- CEI Score for Store
- CEI Score for Call Centre
- Net Promoter Score (NPS)

8. Analysis by Company - Telstra
- Telstra - Customer Transaction Preference
- Telstra - Customer Priority - Experience Profile
- Telstra - Frequency of Interaction-Customer Experience Profile
- Telstra’s Rating for Competitive Factors

9. Analysis by Company - Optus
- Optus - Customer Transaction Preference
- Optus - Customer Priority - Experience Profile
- Optus - Frequency of Interaction-Customer Experience Profile
- Optus’ Rating for Competitive Factors

10. Analysis by Company - Vodafone AU
- Vodafone AU - Customer Transactions’ Preference
- Vodafone AU - Customer Priority - Experience Profile
- Vodafone AU - Frequency of Interaction - Customer Experience Profile
- Vodafone AU’s Rating for Competitive Factors

11. Analysis by Company - Virgin Mobile
- Virgin Mobile - Customer Transaction Preference
- Virgin Mobile - Customer Priority - Experience Profile
- Virgin Mobile - Frequency of Interaction-Customer Experience Profile
- Virgin Mobile’s Rating for Competitive Factors

12. Analysis by Company - TPG
- TPG - Customer Transaction Preference
- TPG - Customer Priority - Experience Profile
- TPG - Frequency of Interaction - Customer Experience Profile
- TPG’s Rating for Competitive Factors

13. Analysis by Company - iiNet
- iiNet - Customer Transaction Preference
- iiNet - Customer Priority-Experience Profile
- iiNet - Frequency of Interaction-Customer Experience Profile
- iiNet’s Rating for Competitive Factors

14. Analysis by Company - Dodo
- Dodo - Customer Transaction Preference
- Dodo - Customer Priority - Experience Profile
- Dodo - Frequency of Interaction - Customer Experience Profile
- Dodo’s Rating for Competitive Factors

15. Final Words - What We are Excited About
- Would TPG’s Buyout of iiNet Impact its Competitive Scores?
- Call Centre - Where is it Headed in Terms of CEM?
- Of Data Speed, Coverage, and Good Customer Experience

16. Customer Experience Solutions
- Customer Experience - Definition
- Integrating Process, People and Infrastructure
- Frost & Sullivan’s Customer Experience Maturity Model
- A 5-step Strategic Approach
- Legal Disclaimer

17. Appendix
- Definitions

Note: Product cover images may vary from those shown
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- Dodo
- Optus
- TPG
- Telstra
- Virgin Mobile
- Vodafone AU
- iiNet

Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown

PLEASE SELECT A FORMAT

  • Quick Help: The report will be emailed to you. The report is sent in PDF format. This is a site license, allowing all users within a given geographical location of your organisation access to the product.

  • Quick Help: A copy of the report will be emailed to you and a printed copy will be shipped to you. The Electronic copy is sent in PDF format. This is a site license, allowing all users within a given geographical location of your organisation access to the product.

  • Quick Help: The report will be emailed to you. The report is sent in PDF format. This is an enterprise license, allowing all employees within your organisation access to the product.

  • Quick Help: A copy of the report will be emailed to you and a printed copy will be shipped to you. The Electronic copy is sent in PDF format. This is an enterprise license, allowing all employees within your organisation access to the product.

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