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Indonesia Telecommunications Customer Experience Management Study 2021 – ResearchAndMarkets.com


DUBLIN–()–The “Indonesian Telecommunications Customer Experience Management Study 2021” report has been added to ResearchAndMarkets.com’s offering.

The study utilizes the proprietary Customer Experience Index and the widely used Net Promoter Score (NPS) methodologies to understand the interaction dynamics between customers and telecommunications providers.

Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. This Customer Experience Management study on the country’s telecommunications sector explores how customers perceive their local telecommunications providers through the touchpoints they use during the pre-purchase, purchase, and post-purchase stages.

Customer experience is the accumulation of a customer’s experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. In this study, the publisher evaluates the customer experience in the telecommunications sector of Indonesia, highlighting the critical factors that influence customer behavior throughout the three stages.

Key Topics Covered:

1. Research Methodology

  • The Research Approach
  • Step-by-step Overview
  • Overview of Research Process
  • Sampling Methodology
  • Data Collection Quality Process
  • Sample Distribution – Primary Telcos
  • Sample Demographics – Respondents’ Age and Gender
  • Sample Demographics – Main Products/Services Purchased
  • Customer Experience Index (CEI)

2. Executive Summary

  • Customer Experience Management in the Indonesian Telecommunications Sector in 2021 – Overview
  • Customer Experience – Definition
  • Factors in Choosing Primary Telco
  • Reason for Discontinuing Service with Primary Telco
  • Preferred Channel in Consumer Decision-Making in the Telecommunications Sector
  • Degree of Channel Integration
  • Products/Services Recommendations by Primary Telco
  • Overall CEI Score by Channel/Touchpoint
  • CEI Score by Primary Telco – Overall Experience
  • Net Promoter Score
  • Customer Loyalty Rewards

3. CEM Study – Indonesian Telecommunications Sector 2021

  • Service Discontinuation
  • Service Discontinuation Rate among Telcos
  • Most Used Channels for Telecommunication Products/Services
  • Preferred Channels for Telecommunication Products/Services
  • Customer Priority Experience Matrix
  • Customer Frequency Experience Matrix
  • Degree of Channel Integration
  • Prioritizing Superior Customer Experience and Living Up to Sales Promises
  • Customer Loyalty Rewards
  • Proactive Behavior of Telcos
  • Customer Experience by Channel/Touchpoint

4. Understanding Behavior across the Life Cycle – Pre-purchase, Purchase, Post-purchase

  • Factors for Choosing Primary Telco
  • Products/Services Recommendations by Primary Telco
  • Channels Used in the Pre-purchase Stage
  • Channels Used for Pre-purchase Inquiries
  • Customer Experience with Touchpoints in the Pre-purchase Stage
  • Customer Experience Evaluation in the Pre-purchase Stage by Channel
  • Channels Used in the Purchase Stage
  • Preferred Channels in the Purchase Stage
  • Customer Experience With Touchpoints in the Purchase Stage
  • Degree of Satisfaction – Online Platform
  • Degree of Satisfaction – Store/Center
  • Degree of Satisfaction – Mobile Application and Call Center
  • Degree of Satisfaction – Outside Sales Agent and Service Engineer/Technician/Installer
  • Degree of Satisfaction – Real-time Messaging and Dealer/Kiosk
  • Degree of Satisfaction – Chatbot
  • Channels Used in the Post-purchase Stage
  • Revisited Channels for Post-purchase Inquiries
  • Channels Used for Post-purchase Inquiries
  • Customer Experience With Touchpoints in the Post-purchase Stage
  • Customer Experience Evaluation in the Post-purchase Stage by Channel

5. CEI Analysis

  • Customer Loyalty and Recommendation
  • Overall CEI Score by Channel/Touchpoint
  • CEI Score by Primary Telco – Overall Experience
  • CEI Score for In-store Channels
  • CEI Score for Online Channels
  • CEI Score for Contact Center
  • CEI Score for Mobile Application
  • CEI Score for Dealer/Kiosk
  • Net Promoter Score

6. Customer Experience Solutions

  • Customer Experience – Definition
  • Integrating Process, People, and Infrastructure
  • Customer Experience Maturity Model
  • A 5-step Strategic Approach

For more information about this report visit https://www.researchandmarkets.com/r/xmttlk



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