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市場調查報告書

客戶經驗經營管理調查:馬來西亞的銀行部門

Customer Experience Management Study - Malaysia's Banking Sector 2015

出版商 Frost & Sullivan 商品編碼 370733
出版日期 內容資訊 英文 114 Pages
商品交期: 最快1-2個工作天內
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客戶經驗經營管理調查:馬來西亞的銀行部門 Customer Experience Management Study - Malaysia's Banking Sector 2015
出版日期: 2016年08月18日 內容資訊: 英文 114 Pages
簡介

本報告以馬來西亞的銀行部門的客戶經驗經營管理 (CEM:客戶經驗管理) 為焦點,提供以客戶行動產生影響的重要要素 (購買前、購買時、購買後) 為焦點的各企業分析等系統性資訊。

調查手法

摘要整理

CEM調查:馬來西亞的零售銀行部門

  • 相關調查結果:各人口統計
  • 服務中止的明細
  • 在銀行服務最常使用的流通管道
  • 推薦流通管道:各交易
  • 客戶的最優先體驗的矩陣
  • 客戶的最頻率體驗的矩陣
  • 流通管道整合的程度
  • 出色的客戶經驗的優先級
  • 客戶忠誠度報酬
  • 專業活動評估:各主要銀行
  • 觸控點的客戶經驗

關於購買前的行動

  • 主要銀行的選擇要素
  • 產品與服務的推薦:各主要銀行
  • 在購買前階段利用的流通管道
  • 購買前的聯絡方式利用的流通管道
  • 觸控點的客戶經驗
  • 購買前階段的體驗的評估:各指標

關於購買時的行動

  • 在購買階段利用的流通管道
  • 購買階段的推薦流通管道
  • 由於觸控點的客戶經驗
  • 滿意度/不滿意度:線上
  • 滿意度/不滿意度:分店
  • 滿意度/不滿意度:客服中心,ATM
  • 滿意度/不滿意度:販賣代理店,行動應用程式

關於購買後的行動

  • 在購買後階段利用的流通管道
  • 購買後的聯絡方式再訪做的流通管道
  • 購買後的聯絡方式利用的流通管道
  • 由於觸控點的客戶經驗
  • 購買後階段的體驗的評估:各流通管道

客戶經驗目錄 (CEI) 分別分析

  • 客戶忠誠度,建議,追加購買
  • 客戶忠誠度,建議,追加購買趨勢
  • CEI整體評分:各流通管道/觸控點
  • CEI整體評分趨勢:各流通管道/觸控點
  • CEI整體評分:各主要銀行
  • CEI整體評分趨勢:各主要銀行
  • CEI評分:分店
  • CEI評分:ATM
  • CEI評分:線上
  • CEI評分:行動
  • CEI評分:客服中心
  • 淨推薦值 (NPS)

各企業分析:Maybank

  • 客戶交易的偏好
  • 客戶優先:體驗簡介
  • 互動的頻率:客戶經驗簡介
  • 競爭要素的評估

各企業分析:CIMB

  • 客戶交易的偏好
  • 客戶優先:體驗簡介
  • 互動的頻率:客戶經驗簡介
  • 競爭要素的評估

各企業分析:Public Bank

  • 客戶交易的偏好
  • 客戶優先:體驗簡介
  • 互動的頻率:客戶經驗簡介
  • 競爭要素的評估

各企業分析:RHB Bank

  • 客戶交易的偏好
  • 客戶優先:體驗簡介
  • 互動的頻率:客戶經驗簡介
  • 競爭要素的評估

各企業分析:Hong Leong Bank

  • 客戶交易的偏好
  • 客戶優先:體驗簡介
  • 互動的頻率:客戶經驗簡介
  • 競爭要素的評估

彙整

Frost & Sullivan的客戶經驗解決方案

附錄

目錄
Product Code: 9AF5-00-11-00-00

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier, across any and all functions, products and services, and various touch-points. Frost & Sullivan evaluates the various experiences provided by Malaysia's banking sector. This study looks at the critical factors that influence customer behaviour throughout the 3 phases-pre-purchase, purchase, and post-purchase-of their journey through bankings' touch-points. It utilises the proprietary Customer Experience Index (CEI) methodology, as well as the widely used Net Promoter Score (NPS) methodology, to understand the dynamics of the interactions between customers and their banks.

Table of Contents

1. CUSTOMER EXPERIENCE MANAGEMENT STUDY-MALAYSIA'S BANKING SECTOR 2015

Research Methodology

  • Frost & Sullivan Research Approach
  • Frost & Sullivan Research Step-by-Step Overview
  • Overview of Research Process
  • Sample Methodology
  • Data Collection Quality Process
  • Sample Distribution by Primary Bank
  • Sample Demographics-Age and Gender
  • Sample Demographics-Main Products Purchased
  • Frost & Sullivan Customer Experience Index

Executive Summary

  • Customer Experience Management for the Malaysian Banking Sector in 2015
  • Customer Experience-Definition
  • Factors for Choosing Primary Bank
  • Reason for Service Discontinuation
  • Preferred Channel across Stages
  • Online versus Call Centre
  • Degree of Channel Integration
  • Product and Service Recommendation by Primary Bank
  • Overall CEI Score by Channels/Touch-points
  • Overall CEI Score by Primary Bank
  • NPS
  • Customer Loyalty Reward
  • Relevant Findings by Demographics

CEM Study-Malaysia's Retail Banking Sector 2015

  • Relevant Findings by Demographics
  • Service Discontinuation Breakdown
  • Channels Used Most Often for Banking Services
  • Preferred Channels by Transaction
  • Customers' Top Priority Experience Matrix
  • Customers' Top Frequency Experience Matrix
  • Degree of Channel Integration
  • Priority of Superior Customer Experience and Living up to Sales Promises
  • Customer Loyalty Reward
  • Proactivity Rating by Primary Bank
  • Customer Experience with Touch-points

Understanding Pre-purchase Behaviour

  • Factors for Choosing Primary Bank
  • Product and Service Recommendation by Primary Bank
  • Channel Used in the Pre-purchase Stage
  • Channel Used for Pre-purchase Enquiry
  • Customer Experience with Touch-points
  • Evaluation of Experience in the Pre-purchase Stage by Indicators

Understanding Purchase Behaviour

  • Channel Used in the Purchasing Stage
  • Preferred Channel During the Purchase Stage
  • Customer Experience with Touch-points
  • Degree of Satisfaction/Dissatisfaction-Online
  • Degree of Satisfaction/Dissatisfaction-Branch
  • Degree of Satisfaction/Dissatisfaction-Call Centre and ATM
  • Degree of Satisfaction/Dissatisfaction-Sales Agent and Mobile Application

Understanding Post-purchase Behaviour

  • Channel Used in the 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 Channel

Analysis by CEI

  • Customer Loyalty, Recommendation, and Additional Purchase
  • Customer Loyalty, Recommendation, and Additional Purchase Trend
  • Overall CEI Score by Channels/Touch-points
  • Overall CEI Score Trend by Channels/Touch-points
  • Overall CEI Score by Primary Bank
  • Overall CEI Score Trend by Primary Bank
  • CEI Score for Branch
  • CEI Score for ATM
  • CEI Score for Online
  • CEI Score for Mobile
  • CEI Score for Call Centre
  • NPS

Analysis by Company-Maybank

  • Maybank-Customer Transaction Preference
  • Maybank-Customer Priority: Experience Profile
  • Maybank-Frequency of Interaction: Customer Experience Profile
  • Maybank's Rating for Competitive Factors

Analysis by Company-CIMB

  • CIMB-Customer Transaction Preference
  • CIMB-Customer Priority: Experience Profile
  • CIMB-Frequency of Interaction: Customer Experience Profile
  • CIMB's Rating for Competitive Factors

Analysis by Company-Public Bank

  • Public Bank-Customer Transactions' Preference
  • Public Bank-Customer Priority: Experience Profile
  • Public Bank-Frequency of Interaction: Customer Experience Profile
  • Public Bank's Rating for Competitive Factors

Analysis by Company-RHB Bank

  • RHB Bank-Customer Transaction Preference
  • RHB Bank-Customer Priority: Experience Profile
  • RHB Bank-Frequency of Interaction: Customer Experience Profile
  • RHB Bank's Rating for Competitive Factors

Analysis by Company-Hong Leong Bank

  • Hong Leong Bank-Customer Transaction Preference
  • Hong Leong Bank-Customer Priority: Experience Profile
  • Hong Leong Bank-Frequency of Interaction: Customer Experience Profile
  • Hong Leong Bank's Rating for Competitive Factors

Final Words-What We are Excited About

  • Call Centres-Where are they Headed in Terms of CEM?
  • Online Banking-Will it Remain the Superior Customer Choice?
  • Mobile Application-Has Money Gone Mobile?
  • Timely and Relevant Product Promotions-What is Next?
  • Will Improving the Customer Loyalty Rewards Programme be a Game Changer?

Frost & Sullivan's Customer Experience Solutions

  • Why Frost & Sullivan
  • Customer Experience-Definition
  • Integrating Process, People and Infrastructure
  • Frost & Sullivan's Customer Experience Maturity Model
  • A 5-step Strategic Approach
  • Legal Disclaimer

Appendix

  • Definitions
  • The Frost & Sullivan Story
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