QUESTIONNAIRE

Customer Satisfaction in ‘Telecommunication Services

A CASE STUDY OF AIRTEL SERVICES IN

BANGALORE
K. Nanjegowda.
Assistant Professor
Dept of Commerce & Management
Sheshadripuram college
Bangalore - 560 020.

Dear Sir/Madam,

I kindly request you to fill up this questionnaire.

Name:

1. Age Group :

a. 20-30 □ b. 30-40 □

c. 40-50 □ d. 50 and above □

2. Occupation:

a. Agriculture □ c. Business □

b. Profession □ d. Others specify Q

3. Please Specify your Monthly Income:

a. Below Rs. 10,000 □ c. Rs. 10,000 to Rs. 20,000 □

b. Rs. 20,000 to Rs. 40,000 □ d. Above Rs. 40,000 □

4. Lower income groups preference of cellular services

a. □ b,
□
5. Sex :

a. Male □ b. Female
□

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6. Which Brand of Handset do you have?

a. Nokia □ b. Motorola
c. Siemens □ d. Ericsson □
e. Others (Specify Name) □ □
7. Which of the following Services have you opted for:

a. Post paid □ b. Prepaid

□
8. Why do you prefer the prepaid connection specify reasons?

> We can cross check the balance available

> Control over excess pending can be achieved
> Recharge facility can be availed any where at any time.

9. Which one of the following Brands you know, tick them

a. B.S.N.L b. Spice
□ □
c. Reliance d. Airtel
□ □
e. Vodafone f. Any other specify
□ □
10. How did you get to know Airtel:

a. Newspapers □ b. Advertisement
□
c. Hoardings □ d. Friends
□
e. Others □

11. What are the sources influenced you to buy Airtel connection:

a. Family □ b. Friends
□
c. Dealers □ d. Self
□
e. Others □

12. Which of the following features made you to opt for Airtel Mobile
Services?

a. Affordable pricing □ b. Good Services

□
c. Easy Accessibility □ d. Special offers from co.
□
e. Good Network □ f. Any other specify
□

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13. How do you rate various plans offered by Airtel?

a. Excellent □ b. Good □

c. Average □ d. Poor □

14. Before using Airtel were you using the Mobile Service of any other
company?

a. Yes □ b. No □

15. If yes, please specify which company?

a. Vodafone □ b. Idea □

c. BSNL □ d. Others □

16. Please specify your reasons for switching over to Airtel?

a. Attractive Pricings □ b. New Schemes □

c. Positive Feedback from others who used Airtel □

d. Others □

17. Are you satisfied with the services of the Airtel?

a. Yes □ b. No □

18. If yes, which aspect of the service you are satisfied?

a. Roaming □ b. Network □

c. SMS □ d. Voicemail □

e. Free talktime □

If no, please specify

> Charges levied by Airtel for roaming facility is high

> Network coverage is poor in sub urban areas.

> More free talk time facility should be provided

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19. Your overall satisfaction rate about Airtel Services?

a. Highly Satisfied □ b. Satisfied □

c. Average □ d. Not so Satisfied □

e. Un Satisfied □

20. What comes to your mind when you hear the brand name Airtel?

a. Music □ b. Brand Ambassador □

c. Punch line □ d. Theme of Advertising □

21. Do you agree that brand name of Airtel influence you?

a. Agree □ b. Disagree □ c. No □
response

22. Does advertisement play a vital role in developing the brand?

a. Yes □ b. No □

23. If yes, which media :

a. TV □ b. Print □

c. Radio □ d. Hoarding □

e. Others □

24. Are you satisfied with the present recharging option of Airtel?

a. Yes □ b. No □

25. Which recharging option you prefer?

a. Less than Rs. 100 □ b. Rs. 100-200 □

c. Rs. 200 — 300 □ d. Rs. 300 and above □

26. Are you happy with the present pricing strategy?

a. Yes □ b. No □

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27. Have you ever experienced any of the following problems in Airtel?

a. Delay in delivery of SMS □ b. Call cut in the middle □

c. Low voice □ d. Unclear voice □

e. One side voice □ f. Poor Network □

28. Have you experienced delay in bill delivery for post paid?

a. Yes □ b. No □

29. Did you get overcharged bills?

a. Yes □ b. No □

30. Does your call gone to a wrong number at any time?

a. Yes □ b. No □

31. Do you think that missed call alert should be provided at free of cost as it
was there earlier?

a. Yes □ b. No □

32. What is your opinion on SMS sent from Airtel?

a. Useful □ b. Not Useful □

c. Irritating □ d. Informative □

e. Others specify □

33. Are the service outlets provided by Airtel are convenient?

a. Highly Convenient □ b. Convenient □

c. Average □ d. In convenient □

e. Can’t say □

How do you rank customer care services?

a. Excellent □ b. Good □

c. Average □ d. Poor □

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35. Are you happy with reply given by customer care staff?

a. Extremely Happy □ b. Happy

c. Un Happy □ d. Average

e Can’t say □

you are not happy with the reply, what did you do?

a. Complained to the higher authority □

b. Stopped using the Service □
c. Complained to the consumer forum □
d. Remained indifferent □
e. No reply □

37. Are you aware of Service conditions of Airtel?

a. Fully know □
b. Partly know □
c. Not known □
d. Never attempted to know □
e. No answer □

38. Did you experience low network in cities and towns?

a. Yes □ b. No □

39. Did you ever experience frequent failure of network in major Cities and
Towns?
□ □□□□

a. Frequently occurred
b. Not so frequently occurred
c. Not noticed
d. Can’t say
e. No response

40. Are you aware of internet facility in Airtel on mobile?

a. Yes □ b. No □

41. Are you aware of consumer forums to get your problems redressed?

a. Fully know □
b. Partly Know U
c. Not known d
d. Can’t say □
e. No answer □
f.
42. Have you ever gone to consumer forum to get redressel of your problem ?
a. Yes □ b. No □

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