Customer Experience Management Study - Malaysia's Telecommunication Sector 2015

  • ID: 3849601
  • Report
  • Region: Malaysia
  • 114 Pages
  • Frost & Sullivan
1 of 4
Benchmarking the Industry Excellence in Delivering Superior Customer Experience
Customer experience is the accumulation of customers’ experiences throughout their journey with the supplier, across any and all functions, products and services, and various touch points. We evaluate the various experiences provided by Malaysia's telcos.

This research service takes a look at the critical factors that influence customer behaviour throughout the three phases-pre-purchase, purchase, and post-purchase-of their journey through telcos’ touch points. The research service utilises the proprietary Customer Experience Index (CEI) methodology, as well as the widely used Net Promoter Scores (NPS) methodology to understand the dynamics of the interactions between customers and their telcos.
Note: Product cover images may vary from those shown
2 of 4
1. Research Methodology
  • Research Approach
  • Research Step-by-step Overview
  • Overview of Research Process
  • Sample Methodology
  • Data Collection Quality Process
  • Sample Distribution by Service Provider
  • Sample Demographics-Age and Gender
  • Sample Demographics-Main Products Purchased
  • Customer Experience Index (CEI)
2. Executive Summary
  • Customer Experience Management (CEM) for Malaysia’s Telco Sector in 2015
  • Customer Experience-Definition
  • Factors for Choosing the Primary Telco
  • Reason for Service Discontinuation
  • Preferred Channel across Stages
  • Online Versus Call Centre
  • Degree of Channel Integration
  • Overall CEI Score by Channels or Touch Points
  • Overall CEI Score by Telco
  • Net Promoter Score (NPS)
  • Product and Service Recommendation by Service Provider
  • Customer Loyalty Reward
  • Relevant Findings by Demographics
3. CEM Study-Malaysia’s Telecom Sector 2015
  • Reason for Service Discontinuation
  • Service Discontinuation Breakdown
  • Most Often Used Channels for Telco
  • Top Preferred Channels by Transaction
  • Customers’ Top Priority Experience Matrix
  • Degree of Channel Integration
  • Priority of Superior Customer Experience and Living up to Sales Promises
  • Customer Loyalty Reward
  • Proactivity Rating by Service Provider
  • Customer Experience With Touch Points
4. Understanding Pre-purchase Behaviour
  • Factors for Choosing the Primary Telco
  • Product and Service Recommendation by Service Provider
  • Channel Used at the Pre-purchase Stage
  • Channel Used for Pre-purchase Enquiry
  • Customer Experience With Touch Points
  • Evaluation of Experience in the Pre-purchase Stage by Customer Experience Indicators
5. Understanding Purchase Behaviour
  • Channel Used at Purchasing Stage
  • Preferred Channel at the Purchase Stage
  • Customer Experience With Touch Points
  • Degree of Satisfaction and Dissatisfaction-Online
  • Degree of Satisfaction and Dissatisfaction-Mobile Application
  • Degree of Satisfaction and Dissatisfaction-Store
  • Degree of Satisfaction and Dissatisfaction-Call Centre and Service Engineer, Installer, or Technician
  • Degree of Satisfaction and Dissatisfaction-Dealers and Kiosks, and Outdoor Sales Agent
6. Understanding Post-purchase Behaviour
  • Channel Used at Post-purchase Stage
  • Channels Revisited for Post-Sale Enquiry
  • Channel Used for Post-purchase Enquiry
  • Customer Experience With Touch Points
  • Evaluation of Experience in the Post-purchase Stage by Customer Experience Indicators
7. Analysis by Customer Experience Index (CEI)
  • Customer Loyalty, Recommendation, and Additional Purchase
  • Customer Loyalty, Recommendation, and Additional Purchase Trend
  • Overall CEI Score by Channels and Touch Points
  • Overall CEI Score Trend by Channels and Touch Points
  • Overall CEI Score Trend by Telco
  • CEI Score for Online
  • CEI Score for Mobile Application
  • CEI Score for Store
  • CEI Score for Call Centre
  • CEI Score for Dealers and Kiosk
  • Net Promoter Score (NPS)
8. Analysis by Company-Maxis
  • Maxis-Customer Transaction Preference
  • Maxis-Customer Priority-Experience Profile
  • Maxis-Frequency of Interaction-Customer Experience Profile
  • Maxis’ Rating for Competitive Factors
9. Analysis by Company-Celcom
  • Celcom-Customer Transaction Preference
  • Celcom-Customer Priority-Experience Profile
  • Celcom-Frequency of Interaction-Customer Experience Profile
  • Celcom’s Rating for Competitive Factors
10. Analysis by Company-Digi
  • Digi-Customer Transactions’ Preference
  • Digi-Customer Priority-Experience Profile
  • Digi-Frequency of Interaction-Customer Experience Profile
  • Digi’s Rating for Competitive Factors
11. Analysis by Company-U Mobile
  • U Mobile-Customer Transaction Preference
  • U Mobile-Customer Priority-Experience Profile
  • U Mobile-Frequency of Interaction-Customer Experience Profile
  • U Mobile’s Rating for Competitive Factors
12. Analysis by Company-TM
  • TM-Customer Transaction Preference
  • TM-Customer Priority-Experience Profile
  • TM-Frequency of Interaction-Customer Experience Profile
  • TM’s Rating for Competitive Factors
Note: Product cover images may vary from those shown
3 of 4

Loading
LOADING...

4 of 4
- Celcom
- Digi
- Maxis
- TM
- U Mobile
Note: Product cover images may vary from those shown
5 of 4
Note: Product cover images may vary from those shown
Adroll
adroll