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Singapore Banking Services Customer Experience Management

Singapore Banking Services Customer Experience Management

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

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.


  • 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 Banks
    • Sample Demographics-Age and Gender
    • Sample Demographics-Monthly Personal Income
    • Frost & Sullivan Customer Experience Index
  • Executive Summary
    • Customer Experience Management (CEM) for the Singapore Banking Services in 2014
    • Customer Experience-Definition
    • Factors for Choosing Primary Bank
    • Factors for Discontinuation of Primary Bank
    • Preferred Channel for Banking
    • Preferred Channel across Stages
      • Table Channel Preference by Purchasing Stage
    • Online Vs Mobile Channels
    • Customer Experience Index-Definition and Score
    • Overall Customer Experience Index Score by Primary Banks
    • Net Promoter Score by Banks
    • Channel Integration and Feedback by Banks
    • Product and Service Recommendation by Banks
    • Customer Loyalty Reward by Banks
  • CEM Study-Singapore's Banking Services 2014
    • Reason for Service Discontinuation
    • Preferred Channel for Customer Interaction
    • Branch 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 Satisfaction
    • Degree of Satisfaction/Dissatisfaction-Internet Vs Mobile Channels
    • Customer Experience With Contact Centre
  • Understanding Pre-Purchase Behaviour
    • Factors for Choosing Primary Bank
      • Table Reasons for Choosing Primary Bank
    • Product and Service Recommendation by Primary Banks
    • New Product Consideration by Primary Banks
    • Channel Used at Pre-Purchase Stage
    • Channels Used for Pre-Purchase Enquiry
    • Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators
    • Customer Experience With Touch-points
  • Understanding Purchase Behaviour
    • Channel Preferred by Banks
    • Preferred Channel at Purchase Stage
  • Understanding Post-Purchase Behaviour
    • Channels Revisited for Post-Sale Queries
    • Channel Used for Post-Sale Enquiry
    • Customer Experience With Touch-points
  • Analysis by Customer Experience Index (CEI)
    • Customer Loyalty, Recommendation and Additional Purchase
    • Overall CEI Score by Touch-points
    • Overall CEI Score by Primary Bank
    • CEI Score for Branch Banking
    • CEI Score for Online Banking
    • CEI Score for Contact Centre
    • CEI Score for Mobile Banking
    • CEI Score for Self-Service Facilities
    • Net Promoter Score
  • Analysis By Company
    • DBS Group-Customer Transaction Preference
      • Table DBS Group-Customer Transaction Preference
    • DBS Group-Customer Priority-Experience profile
    • DBS Group-Frequency of Interaction-Customer Experience Profile
    • OCBC Bank-Customer Transaction Preference
      • Table OCBC Bank-Customer Transaction Preference
    • OCBC Bank-Customer Priority-Experience profile
    • OCBC Bank-Frequency of Interaction-Customer Experience Profile
    • United Overseas Bank-Customer Transaction Preference
      • Table United Overseas Bank-Customer Transaction Preference
    • United Overseas Bank-Customer Priority-Experience profile
    • United Overseas Bank-Frequency of Interaction-Customer Experience Profile
  • Final Words-What We Are Excited About
    • Contact Centre-Where is it Headed With Regards to CEM?
    • Mobile Banking Application-Is this the Next Differentiator?
    • Would Banks Shift from a Hard-sell Approach to Needs-based Analysis to Engage Customers?
    • Would Improving Customer Rewards Programmes Positively Impact Both Customers and Banks?
  • 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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