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市場調查報告書

客戶體驗管理調查-馬來西亞通訊部:2021

Customer Experience Management Study-Malaysian Telecommunications Sector 2021

出版商 Frost & Sullivan 商品編碼 1008328
出版日期 內容資訊 英文 83 Pages
商品交期: 最快1-2個工作天內
價格
客戶體驗管理調查-馬來西亞通訊部:2021 Customer Experience Management Study-Malaysian Telecommunications Sector 2021
出版日期: 2021年05月07日內容資訊: 英文 83 Pages
簡介

客戶體驗是通過與供應商在功能、產品、服務和接觸點的旅程中積累的客戶體驗。

本報告調查和分析了馬來西亞電信行業的客戶體驗,重點關注在消費者決策階段(購買前、購買、購買後)影響客戶行為的關鍵因素。它提供了有關考慮因素的系統信息客戶和電信提供商之間的互動。

目錄

調查方法

執行摘要

客戶體驗管理調查-馬來西亞通訊部:2021 年

  • 服務中斷
  • 電信公司之間的服務中斷率
  • 最常用的通信服務渠道
  • 通信服務的優先信道
  • 客戶體驗優先矩陣
  • 客戶體驗頻率矩陣
  • 渠道整合度
  • 優先考慮良好的客戶體驗
  • 客戶忠誠度獎勵
  • 電信公司的積極行為
  • 客戶體驗:按渠道/接觸點

瞭解生命週期中的行為——購買前、購買後、購買後

  • 選擇主要電信供應商的因素
  • 產品/服務推薦:主要電信公司
  • 預購階段使用的渠道
  • 用於預購查詢的渠道
  • 購買前接觸點的客戶體驗
  • 購買前客戶體驗評估:按渠道
  • 購買階段使用的渠道
  • 購買階段的優先通道
  • 購買階段接觸點的客戶體驗
  • 滿意-在線平台
  • 滿意店/中心
  • 滿意度-移動應用呼叫中心
  • 滿意-外部經銷商/服務工程師/技術員/安裝員
  • 滿意度-實時消息經銷商/信息亭
  • 滿意度聊天機器人
  • 售後階段使用的渠道
  • 重新訪問購買後查詢渠道
  • 用於售後查詢的渠道
  • 客戶在購買後階段的接觸點體驗
  • 售後客戶體驗評價:按渠道

CEI 分析

  • 客戶忠誠度和推薦
  • 整個體驗的 CEI 分數
  • CEI 總分:主要電信公司
  • 店內渠道 CEI 評分
  • 在線渠道 CEI 分數
  • 聯絡中心 CEI 分數
  • 移動應用 CEI 分數
  • 經銷商/售貨亭 CEI 分數
  • 淨推薦值

Frost & Sullivan 客戶體驗解決方案

目錄
Product Code: PBC8-76

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 functions, products, services, and touchpoints. In this study, Frost & Sullivan examines customer experience in the telecommunications sector in Malaysia, with a focus on the critical factors that influence customer behavior throughout the stages of consumer decision-making-pre-purchase, purchase, and post-purchase. The study uses the proprietary Customer Experience Index and the widely adopted Net Promoter Score methodologies to gain insights into the interactions between customers and telecommunications providers.

With the growth of smartphone users in Southeast Asia, Malaysia continues to maximize opportunities in the telecommunications sector, particularly when individuals use smartphones and other mobile devices for personal and business purposes. Frost & Sullivan's Customer Experience Management study explores how customers perceive their local telecommunications providers through the touchpoints they use during the pre-purchase, purchase, and post-purchase stages.

Table of Contents

Research Methodology

  • 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)

Executive Summary

  • Customer Experience Management in the Malaysian 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

CEM Study-Malaysian Telecommunications Sector 2021

  • Service Discontinuation
  • Service Discontinuation Rate among Telcos
  • Most Used Channels for Telecommunication Services
  • Preferred Channels for Telecommunication 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

Understanding Behavior across the Life Cycle-Pre-purchase, Purchase, Post-purchase

  • Factors for Choosing Primary Telco Provider
  • 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-Mobile Application and Call Center
  • Degree of Satisfaction-Outside Sales Agent and Service Engineer/Technician/Installer
  • Degree of Satisfaction-Real-time Messaging and Dealer/Kiosk
  • Degree of Satisfaction-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

CEI Analysis

  • 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 Contact Center
  • CEI Score for Mobile Application
  • CEI Score for Dealer/Kiosk
  • Net Promoter Score

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
  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • Legal Disclaimer