Major Research Project

Questionnaire
Thanks for sharing your valuable experience. I assure you that your given information will be
confidential and will not be shared with anyone and will not be used for any other purpose
except my research work.

1) Which Telecom Service Provider do you use among these followings?

1. Bharti Airtel

2. Vodafone India

2) What type of service/s you are using in the above selected company?

Prepaid Mobile Service

Postpaid Mobile Service

WLL

Broadband Service

Black Berry

3) On a scale of 1 to 5 where 1 represents "Extremely dissatisfied" and 5 represents "Extremely

satisfied," how would you rate your level of overall satisfaction with the company’s service/s,
which you mentioned in Question (2)?
1 2 3 4 5

4) Kindly elaborate that what specifically are you satisfied or dissatisfied with the company’s
service/s which you mentioned in Question (2)?

…………………………………………………………………………………………………
…………………………………………………………………………………………………

5) How likely are you to recommend the company to a friend or relative? Would you say the
chances are …

0% 25% 50% 75% 100%

6) On a scale of 0% to 100% where 0% represents "Extremely dissatisfied" and 100% represents

"Extremely satisfied," how would you rate your level of satisfaction with the company’s
service in regards to –

0% 25% 50% 75% 100%

 Customer Service
Price
Value

7) If you recall your recent contact with the company, how would you rate the company’s
representative regarding his/her-
0% 25% 50% 75% 100%
Ability to help
Overall knowledge of your question
Ability to help you resolve your issue

8) In total, how long have you been a customer of the company?

Less than one year
One to under two years
Two to under three years
Three to under four years
Four years or more
9) Please list the top three reasons you initially became a customer of this company in order of
importance?

(a)……………………………………………………………………………………………….

(b)…………………………………………………………………………………………….....

(c)…………………………………………………………………………………………….....

10) On a ranking scale of 1 to 10 where 1 represents the “Top rank” and 10 represents the
“Lowest rank”, how would you like to rank the following service contents of the company ( If
you ever used the another company which has been mentioned in question (1) and has not
been selected by you, rank that one also)-

Bharti Airtel Vodafone

Customer Care

Value added services

Price

Promotional Schemes

Availability

Network Performance/Speed (Broadband)

Voice clarity
 Accessibility

Accountability (Billing Performance)

Advertisement

11) If you ever used the another company which has been mentioned in question (1) and has not
been selected by you, please list the top three reasons you gave up to use that company’s
service/s –

(a)…………………………………………………………………………………………….

(b)…………………………………………………………………………………………….

(c )…………………………………………………………………………………………….

12) If you would like to give any other comment on the service quality which is providing by the
company-

…………………………………………………………………………………………………
…………………………………………………………………………………………………

13) Please list the top three improvements which you expect from the company’s service you are
using-

(a) …………………………………………………………………………………………….
(b) …………………………………………………………………………………………….
(c) …………………………………………………………………………………………….

Sex: Male Female .

Age: ………..yrs. (Optional)

Occupation:…………………………….. (Optional)

Location:…………………………………

Date:………………………………………