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Customer Experience Management Report—Malaysia Telecommunications 2014

Customer Experience Management Report—Malaysia Telecommunications 2014

Frost & Sullivan’s Customer Experience Research is based on a standard research approach for customer studies. The approach is comprehensive and considers all elements that are important for customers as well as the brands explored. The research dimensions highlighted below are proven to provide value-added and actionable insights.

About this report

In this first Customer Experience Management report for Malaysia’s Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies 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.


  • Research Methodology
    • Frost & Sullivan's Research Approach
    • Frost & Sullivan's Research Step-by-Step Overview
    • Overview of the Research Process
    • Sample Methodology
    • Data Collection Quality Process
    • Sample Distribution by Service Provider-Telecommunications Malaysia
    • Sample Demographics by Age and Gender
    • Sample Demographics by Monthly Personal Income
    • Frost & Sullivan Customer Experience Index
  • Executive Summary
    • Customer Experience Management (CEM) for Malaysian Telecommunications Services in 2014
    • Customer Experience-Definition
    • Factors for Choosing Service Provider
    • Factors for Discontinuation of Service Provider
    • Preferred Channel for Service Provider
    • Preferred Channel across Stages
      • Table Channel Preferences
    • Mobility Vs Contact Centre
    • Customer Experience Index-Definition and Score
    • Customer Experience Index Score by Service Provider
    • Net Promoter Score by Service Provider
    • Channel Integration and Feedback by Service Provider
    • Product and Service Recommendation by Service Provider
    • Customer Loyalty Reward by Service Provider
  • CEM Report-Malaysian Telecommunications Services 2014
    • Reason for Service Discontinuation
    • Preferred Channel for Customer Interaction
    • In-Store Vs Website Transactions
    • Average Frequency of Branch Visit
    • Customers' Top Priority-experience Matrix
    • Degree of Channel Integration
    • Priority of Superior Customer Experience and Living up to Sales Promises
    • Customer Loyalty Reward
    • Customer Experience with Touch-points
    • Degree of Satisfaction/Dissatisfaction-In-store Vs Kiosks Channels
    • Degree of Satisfaction/Dissatisfaction-Online Vs Contact Centre Channels
  • Understanding Pre-Purchase Behaviour
    • Factors for Choosing Telecommunication Service Provider
    • Product and Service Recommendation by Service Provider
    • New Product Consideration by Service Provider
    • Channel Used at Pre-Purchase Stage
    • Channels Used for Pre-Purchase Inquiry
    • Customer Experience with Touch-points
    • Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators
  • Understanding Purchase Behaviour
    • Channel Preferred by Service Provider
    • Preferred Channel at Purchase Stage
  • Understanding Post-Purchase Behaviour
    • Channels Revisited for Post-Sales Enquiry
    • Channel Used for Post-Purchase Enquiry
    • Evaluation of Experience in the Post-purchase Stage Measured by Customer Experience Indicators
    • Customer Experience with Touch-points
  • Analysis by Customer Experience Index (CEI)
    • Customer Loyalty, Recommendation and Additional Purchase
    • Overall CEI Score by Channels/Touch-points
    • Overall CEI Score by Telecommunication Service Provider
    • CEI Score for In-Store
    • CEI Score for Self-Service
    • CEI Score for Mobile
    • CEI Score for Contact Centre
    • Net Promoter Score (NPS)
  • Analysis by Company
    • Maxis-Customer Transactions' Preference by Primary TSP
      • Table Maxis' Customer Transaction Preference Breakdown
    • Maxis-Customer Priority-Experience Profile by Primary TSP
    • Maxis-Frequency of Interaction-customer Experience Profile by TSP
    • Celcom-Customer Transactions' Preference by Primary TSP
      • Table Celcom's Customer Transaction Preference Breakdown
    • Celcom-Customer Priority-Experience Profile by Primary TSP
    • Celcom-Frequency of Interaction-customer Experience Profile by TSP
    • DiGi-Customer Transactions' Preference by Primary TSP
      • Table DiGi's Customer Transaction Preference Breakdown
    • DiGi-Customer Priority-Experience Profile by Primary TSP
    • DiGi-Frequency of Interaction-customer Experience Profile by TSP
    • TM-Customer Transactions' Preference by Primary TSP
      • Table TM's Customer Transaction Preference Breakdown
    • TM-Customer Priority-Experience Profile by Primary TSP
    • TM-Frequency of Interaction-customer Experience Profile by TSP
    • U Mobile-Customer Transactions' Preference by Primary TSP
      • Table U Mobile's Customer Transaction Preference Breakdown
    • U Mobile-Customer Priority-Experience Profile by Primary TSP
    • U Mobile-Frequency of Interaction-customer Experience Profile by TSP
  • Final Words: What We Are Excited About
    • Contact Centre: Where is it Headed with Regards to CEM?
    • Mobile Application: Will it Expand Beyond an Information Tool?
    • Timely Product Promotion that are Relevant; What is Next?
    • Would Improving Customer Rewards Programmes Positively Impact Both Customers and Service Providers?
  • 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
  • Appendix
    • Definitions

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