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SUMMARY
This executive report presents the results of APRG's recent consumer research project and reports on customer satisfaction levels with Prepaid Mobile users. Key points of this research: - Four key things you need to know about pre-paid customer satisfaction in Southeast Asia.
- How and why mobile service providers need to monitor customer satisfaction with prepaid users.
- Why do pre-paid customers switch?
- How often do pre-paid customers change service providers due to poor customer service?
- Do mobile prepaid customers inform companies of their dissatisfaction when changing suppliers?
Companies covered in this report. - Singapore - M1
- Singapore - StarHub
- Singapore - Singapre Telecom
- Malaysia - Maxis
- Malaysia - Digi Telecom
- Philippines - Globe
- Philippines - Smart
- Thailand - TAC
- Thailand - AIS
- Chapter 1. Executive and Summary of Key Lessons
- Chapter 2. Singapore - Prepaid Customer Satisfaction Index
- Chapter 3. Malaysia - Prepaid Customer Satisfaction Index
- Chapter 4. Philippines - Prepaid Customer Satisfaction Index
- Chapter 5. Thailand - Prepaid Customer Satisfaction Index
- APPENDIX
- Definitions and Components of the CSI
- Research methodology
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