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Singapore Banking Services Customer Experience Management 

  • August 2015
  • -
  • Frost & Sullivan
  • -
  • 90 pages

Singapore Banking Services Customer Experience Management : Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this first Customer Experience Management report for Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks 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.

Table Of Contents

Singapore Banking Services Customer Experience Management 
Table Of Contents
1 SINGAPORE BANKING SERVICES CUSTOMER EXPERIENCE MANAGEMENT

Research Methodology
1 Frost and Sullivan Research Approach
2 Frost and Sullivan Research Step-by-Step Overview
3 Overview of Research Process
4 Sample Methodology
5 Data Collection Quality Process
6 Sample Distribution by Banks
7 Sample Demographics—Age and Gender
8 Sample Demographics—Monthly Personal Income
9 Frost and Sullivan Customer Experience Index

Executive Summary
1 Customer Experience Management (CEM) for the Singapore Banking Services in 2014
2 Customer Experience—Definition
3 Factors for Choosing Primary Bank
4 Factors for Discontinuation of Primary Bank
5 Preferred Channel for Banking
6 Preferred Channel across Stages
7 Online Vs Mobile Channels
8 Customer Experience Index—Definition and Score
9 Overall Customer Experience Index Score by Primary Banks
10 Net Promoter Score by Banks
11 Channel Integration and Feedback by Banks
12 Product and Service Recommendation by Banks
13 Customer Loyalty Reward by Banks

CEM Study—Singapore's Banking Services 2014
1 Reason for Service Discontinuation
2 Preferred Channel for Customer Interaction
3 Branch vs Website Transactions
4 Average Frequency of Branch Visit
5 Customers' Top Priority-experience matrix
6 Degree of Channel Integration
7 Priority of Superior Customer Experience and Living up to Sales Promises
8 Customer Loyalty Reward
9 Customer Satisfaction
10 Degree of Satisfaction/Dissatisfaction—Internet Vs Mobile Channels
11 Customer Experience With Contact Centre

Understanding Pre-Purchase Behaviour
1 Factors for Choosing Primary Bank
2 Product and Service Recommendation by Primary Banks
3 New Product Consideration by Primary Banks
4 Channel Used at Pre-Purchase Stage
5 Channels Used for Pre-Purchase Enquiry
6 Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators
7 Customer Experience With Touch-points

Understanding Purchase Behaviour
1 Channel Preferred by Banks
2 Preferred Channel at Purchase Stage

Understanding Post-Purchase Behaviour
1 Channels Revisited for Post-Sale Queries
2 Channel Used for Post-Sale Enquiry
3 Customer Experience With Touch-points
4 Customer Experience With Touch-points

Analysis by Customer Experience Index (CEI)
1 Customer Loyalty, Recommendation and Additional Purchase
2 Overall CEI Score by Touch-points
3 Overall CEI Score by Primary Bank
4 CEI Score for Branch Banking
5 CEI Score for Online Banking
6 CEI Score for Contact Centre
7 CEI Score for Mobile Banking
8 CEI Score for Self-Service Facilities
9 Net Promoter Score

Analysis By Company
1 DBS Group—Customer Transaction Preference
2 DBS Group—Customer Priority-Experience profile
3 DBS Group—Frequency of Interaction-Customer Experience Profile
4 OCBC Bank—Customer Transaction Preference
5 OCBC Bank—Customer Priority-Experience profile
6 OCBC Bank—Frequency of Interaction-Customer Experience Profile
7 United Overseas Bank—Customer Transaction Preference
8 United Overseas Bank—Customer Priority-Experience profile
9 United Overseas Bank—Frequency of Interaction-Customer Experience Profile

Final Words—What We Are Excited About
1 Contact Centre—Where is it Headed With Regards to CEM?
2 Mobile Banking Application—Is this the Next Differentiator?
3 Would Banks Shift from a Hard-sell Approach to Needs-based Analysis to Engage Customers?
4 Would Improving Customer Rewards Programmes Positively Impact Both Customers and Banks?

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