Case Study: Competitor Benchmarking for a Telecom Provider in Thailand

Industry: Telecom

Duration: 60 Days

Service: Recruitment, Fieldwork

The Business Issue

A leading telecommunications provider in Thailand was facing increasing pressure from emerging competitors and evolving customer demands. The company needed to better understand how its services and customer experiences compared to those of its key competitors. The main challenge was to identify areas where the company could improve its offerings and strengthen its market position, particularly in a rapidly changing industry where customer loyalty was becoming more fluid.

The Techniques

Targeted Online Surveys
Surveys were distributed to a broad segment of telecom customers in Thailand, including both business executives and individual users.
Personalized CATI (Computer Assisted Telephone Interviewing)
Conducted one-on-one telephone interviews with a select group of customers, allowing for a deeper exploration of their perceptions and feedback.

The Results

Based on these findings, the telecom company implemented targeted strategies to address the identified gaps. This included revising pricing models, enhancing personalized customer support services, and launching marketing campaigns that highlighted the company’s strengths. As a result, the company observed an increase in customer satisfaction scores, improved brand perception, and a reduction in churn rates, ultimately reinforcing its position in the competitive telecom market.