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Customer Experience Management Study—Australia’s Telecommunications Sector 2015

Customer Experience Management Study—Australia’s Telecommunications Sector 2015

In this Customer Experience Management study for Australia's Telecommunications sector, Frost & Sullivan examines the experiences deliveries provided by telecommunications companies to its customers. This study looks at the critical factors that influence 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.


  • 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 Telco Company
    • Sample Demographics-Age and Gender
    • Sample Demographics-Main Products Purchased
    • Frost & Sullivan Customer Experience Index
  • 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
  • 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
  • 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
  • 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'
  • 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
  • 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)
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • Appendix
    • Definitions

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