[September 21, 2016]

Malaysia's Telecommunication Sector Customer Experience Management Study 2016 - Benchmarking the Industry Excellence in Delivering Superior Customer Experience - Research and Markets

Research and Markets has announced the addition of the "Customer Experience Management Study - Malaysia's Telecommunication Sector 2015" report to their offering.

Customer experience is the accumulation of customers' experiences throughout their journey with the supplier, across any and all functions, products and services, and various touch points. We evaluate the various experiences provided by Malaysia's telcos.

This research service takes a look at the critical factors that influence customer behaviour throughout the three phases-pre-purchase, purchase, and post-purchase-of their journey through telcos' touch points. The research service utilises the proprietary Customer Experience Index (CEI) methodology, as well asthe widely used Net Promoter Scores (NPS) methodology to understand the dynamics of the interactions between customers and their telcos.

Key Topics Covered:

1. Research Methodology

2. Executive Summary

3. CEM Study-Malaysia's Telecom Sector 2015

4. Understanding Pre-purchase Behaviour

5. Understanding Purchase Behaviour

6. Understanding Post-purchase Behaviour

7. Analysis by Customer Experience Index (CEI)

8. Analysis by Company-Maxis

9. Analysis by Company-Celcom

10. Analysis by Company-Digi

11. Analysis by Company-U Mobile

12. Analysis by Company-TM

For more information about this report visit http://www.researchandmarkets.com/research/hcq9c6/customer

Related Topics: Telecommunications and Networks, CRM (Customer Relationship Management)

View source version on businesswire.com: http://www.businesswire.com/news/home/20160921005657/en/

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