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Customer Experience Management Study—Australia’s Telecommunications Sector 2015 : Benchmarking the Industry Excellence in Delivering Superior Customer Experience

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.

Table Of Contents

Customer Experience Management Study—Australia’s Telecommunications Sector 2015 
1 CUSTOMER EXPERIENCE MANAGEMENT STUDY—AUSTRALIA'S TELECOMMUNICATIONS SECTOR 2015

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 Primary Telco Company
7. Sample Demographics—Age and Gender
8. Sample Demographics—Main Products Purchased
9. Frost and Sullivan Customer Experience Index

Executive Summary
1. Customer Experience Management (CEM) for Australia's Telecommunications Sector
2. Customer Experience—Definition
3. Reasons for Choosing Telecommunications Service Provider
4. Reasons for Service Discontinuation
5. Preferred Channel across Stages
6. Channels Priority, Experience, and Frequency
7. Overall CEI Score by Channels/Touchpoints
8. Overall CEI Score of Leading Telcos
9. Net Promoter Score (NPS)
10. Product and Service Recommendation by Telco Company
11. Customer Loyalty Reward

CEM Study—Australia's Telecommunications Sector 2015
1. Reason for Service Discontinuation
2. Service Discontinuation Breakdown by Provider
3. Most Often Used Channels for Telecommunications Customers
4. Preferred Channels by Transaction
5. Customers' Priority-Experience Matrix
6. Customers' Frequency-Experience Matrix
7. Degree of Channel Integration
8. Importance of Superior Customer Experience and Living up to Sales Promises
9. Customer Loyalty Reward
10. Proactivity Rating by Telco Company
11. Customer Experience With Touchpoints

Understanding Pre-Purchase Behaviour
1. Factors for Choosing Primary Telecommunications Service Provider
2. Product and Service Recommendation by Telco Company
3. Channel Used at Pre-Purchase Stage
4. Channels Used for Pre-Purchase Enquiry
5. Customer Experience With Touchpoints
6. Evaluation of Pre-Purchase Experience by Customer Experience Indicators

Understanding Purchase Behaviour
1. Channel Used During the Purchase Stage
2. Customer Experience With Touchpoints
3. Degree of Satisfaction/Dissatisfaction—Online and Mobile Application Channels
4. Degree of Satisfaction/Dissatisfaction—Store
5. Degree of Satisfaction/Dissatisfaction—Sales Agent vs Service Engineer
6. Degree of Satisfaction/Dissatisfaction—‘Call Centre' Vs ‘Outlets'

Understanding Post-Purchase Behaviour
1. Channels Revisited for Post-Sale Enquiry
2. Channel Used for Post-Purchase Enquiry
3. Post-Purchase Experience Evaluation by Customer Experience Indicators
4. Customer Experience With Touchpoints

Analysis by Customer Experience Index (CEI)
1. Customer Loyalty, Recommendation, and Additional Purchase
2. Overall CEI Score by Channels/Touchpoints
3. Overall CEI Score by Telco
4. CEI Score for Online
5. CEI Score for Mobile Application
6. CEI Score for Store
7. CEI Score for Call Centre
8. Net Promoter Score (NPS)

Analysis by Company—Telstra
1. Telstra—Customer Transaction Preference
2. Telstra—Customer Priority-Experience Profile
3. Telstra—Frequency of Interaction-Customer Experience Profile
4. Telstra's Rating for Competitive Factors

Analysis by Company—Optus
1. Optus—Customer Transaction Preference
2. Optus—Customer Priority-Experience Profile
3. Optus—Frequency of Interaction-Customer Experience Profile
4. Optus' Rating for Competitive Factors

Analysis by Company—Vodafone AU
1. Vodafone AU—Customer Transactions' Preference
2. Vodafone AU—Customer Priority-Experience Profile
3. Vodafone AU—Frequency of Interaction-Customer Experience Profile
4. Vodafone AU's Rating for Competitive Factors

Analysis by Company—Virgin Mobile
1. Virgin Mobile—Customer Transaction Preference
2. Virgin Mobile—Customer Priority-Experience Profile
3. Virgin Mobile—Frequency of Interaction-Customer Experience Profile
4. Virgin Mobile's Rating for Competitive Factors

Analysis by Company—TPG
1. TPG—Customer Transaction Preference
2. TPG—Customer Priority-Experience Profile
3. TPG—Frequency of Interaction-Customer Experience Profile
4. TPG's Rating for Competitive Factors

Analysis by Company—iiNet
1. iiNet—Customer Transaction Preference
2. iiNet—Customer Priority-Experience Profile
3. iiNet—Frequency of Interaction-Customer Experience Profile
4. iiNet's Rating for Competitive Factors

Analysis by Company—Dodo
1. Dodo—Customer Transaction Preference
2. Dodo—Customer Priority-Experience Profile
3. Dodo—Frequency of Interaction-Customer Experience Profile
4. Dodo's Rating for Competitive Factors

Final Words—What We are Excited About
1. Would TPG's Buyout of iiNet Impact its Competitive Scores?
2. Call Centre—Where is it Headed in Terms of CEM?
3. Of Data Speed, Coverage, and Good Customer Experience
4. Of Data Speed, Coverage, and Good Customer Experience

Frost and Sullivan's Customer Experience Solutions
1. Why Frost and Sullivan
2. Customer Experience—Definition
3. Integrating Process, People and Infrastructure
4. Frost and Sullivan's Customer Experience Maturity Model
5. A 5-step Strategic Approach
6. Legal Disclaimer

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