Questionnaire

A. BASIC INFORMATION
1. Name of the Respondent:
2. Sex:
3. Age:
4. Occupation:
5. What is your average monthly income?

B. SPECIFIC INFORMATION
6. For which purpose you mostly use BSNL services?
Personal

Business

7. What is your monthly average bill?

Below Rs.500

Rs. 500-1000

Rs. 1000-1500

Rs. 1500-2000

Above 2000

8. Rate the services offered by BSNL according to your satisfaction level

Services
Coverage
Connectivity
Billing
Handset
Quality

Highly

Satisfi

Neutr

Dissatisf

Highly

Satisfied

ed

al

ied

Dissatisfied

of

Service
Internet
Call charges
Value
added
service
Overall
9. Does the bill specify all the details about the usage of the BSNL?
Yes

No

10. Do you receive your bill on time?

Regular

Mostly

Neutral

Rarely

Irregular

11. Please rank your preference to pay your BSNL bill?

Nearest Bank

Pickup boy

Collection Center

Drop Boxes

Others

12. Are you aware of the internet facility available in the BSNL?
Yes

No

13. If yes, which internet connection of BSNL do you prefer most?

Dial-Up (Sanchar Net)

Dial-Up (Net One)

Broadband

Others

14. Does the bandwidth provided for the internet is enough for your usage?
Yes

No

15. How would you rate the internet charges in BSNL when compared to other internet
service providers?
Very High

High

Medium

Low

Very Low

16. How do you feel about the customer care in BSNL?

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly Dissatisfied

17. How do you feel about the call charges of BSNL when compared to other service
providers?
Very High

High

Medium

Low

Very Low

18. In which are of BSNL do you frequently encounter problems?

Billing

Connectivity

Customer Care

Service quality