KUALA LUMPUR, Malaysia,
March 30, 2015 /PRNewswire/ -- The
lack of transparency in pricing and subscription plans are driving
customers away from their telecommunication service provider, says
Frost & Sullivan.
Mr. Hazmi Yusof, Country Head & Senior Vice President,
Asia Pacific at Frost &
Sullivan said that based on Frost & Sullivan's Malaysia
Telecommunications Services Customer Experience study, 83 per
cent of consumers said that they will switch to another telecom
service provider if there is a lack of transparency in pricing and
subscription plans.
Frost & Sullivan conducted an online survey from October to
November 2014, involving 1,300
respondents, randomly selected from consumer online panels, to
measure customer experience in the telecommunications sector in
Malaysia.
Mr. Hazmi said that 66 per cent of respondents surveyed also
demand for higher speed connectivity and they have no qualms ending
their subscription from the current service provider due to low
speed. "The lack of customer experience from telecom service
providers is the fourth highest reason at 58 per cent for
Malaysians to stop their subscription," he added.
He said that based on data analyzed by Frost & Sullivan,
when it comes to customer loyalty, Celcom is ahead of the industry
average of 57 per cent, at 66 per cent.
"When asked if they would recommend their current
telecommunication service provider to their friends and colleagues,
U Mobile is the clear winner with 65 per cent, which is higher than
the industry average of 51 per cent," he added.
Mr. Hazmi said that Malaysian telecommunication service
providers' customer rewards program leave much to be desired. He
added that more than one-third of the consumers reported not
receiving any rewards from their service providers, and even among
those who did, almost half get a celebratory token on their special
days, which could be considered a bare minimum by the
consumers.
He added that apart from Frost & Sullivan's Customer
Experience Index, respondents were also polled using a
commonly-used methodology called Net Promoter Score (NPS) which is
calculated as the percentage of promoters (likely to promote brand)
deducting the percentage of detractors (likely to shift brand).
"Net Promoter Score is considered a predictor of customer
behaviour that spurs a telecoms service provider's growth, as
recommendation is a good indicator of current and future
behaviour," Mr. Hazmi said.
He added that U Mobile rates significantly higher for Net
Promoter Score as compared to other service providers with a NPS
score of 54 per cent.
He said that a comprehensive view has been taken to assess
company performance by channels across the customers' journey at
the pre-purchase, purchase and post-purchase stage. In summary,
companies that have scored over industry average on a scale of 1-5
find a place in the "Band of Champions".
"These companies are the ones that have been voted highest by
their own customers when it comes to delighting them. Therefore,
there are instances where there are more than one company
recognized for Excellence in Customer Experience in the same
category," he said, adding that therefore, there are other
categories where no company made it to the "Band of Champions"
based on their scores.
Below are the Malaysian telecommunication service providers that
have been recognized in Excellence in Customer Experience
Management, Telecommunications Industry by their customers based on
a survey conducted by Frost & Sullivan.
Overall
Experience
|
U Mobile
|
In Store
Experience
|
Maxis
Communications
|
Self-Service/Online
Experience
|
Telekom
Malaysia
|
Contact Center
Experience
|
U Mobile
Maxis
Communications
|
Mobile
Experience
|
U Mobile
|
Net Promoter
Score
|
U Mobile
|
About Frost & Sullivan
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that will make or break today's market participants. For more than
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Media Contact
Carrie Low
Corporate Communications – Asia Pacific
Phone: +603.6204.5910
Email: carrie.low@frost.com
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SOURCE Frost & Sullivan