Mobile Service Provider - Customer Perception Study

Dear Sir/Madam,

QNR NO

Your co operation in filling this information will help in mu study .All information given will be confidential and will not be used for any other purpose than what it perpetrates. Thank you.

--------------------------------------------------------------------------------------------------------------------1. Please state the name of your service provider.( Primary Number Only) 1. 7 Airtel Virgin 2. 8. Idea Aircel 3. 9. Vodfone 4. MTS 10. BSNL 5. Reliance 6. Dokomo

Tata Indicom 2. 6 to1 yr

2 How you have been this provider 1.. 3. 1 to 2 yrs 4. 2 to 3 yrs

Less than 6 months 5. More than 3 yrs

3. Did you choose this provider because of any special offers?

1.

Yes

2.

No

3. A, If Yes, Please mention _________________________________________________ 4. Ever since you have started using mobile, how is the use of your landline? 1. 4. Less than before 2. Same as before 3. More than before

Do not use land line any more before 1. 1. GSM 2. CDMA Post Paid Yes 2. No 3. Dont know 3. Both

5. Is it a 6. Is it

Pre Paid 2.

7. Is it a Add on card 1.

8 What are the value added services you have on your mobile for which you pay extra? 1. 6. Missed call alert Various Alerts 2. 7 SMS pack 3. 3 G 4. Internet 5. Caller Tune Group Pack 8 Other ______________________

9. Who is the person, on whose names the bills are generated? 1. 4. My Self 2. Parent 3. Company 4. Husband/ Wife Other_______________________________________________

10. Can you please specify your weekly cell phone use ? (in approximate percentage so that the total comes to 100% Use SMS Calls - Local Calls - International Internet- Mail, Social sites Total Usage %

100

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11. What influences you most when choosing a this particular brand? ( Rate according to your preference where 10 is highest and 0 is the lowest preference? Attribute Preference No (10 to 0) 1 Brand Name I can associate with what it represents 2 Affordable plan 3 Discounts / Offers / Promotion 4 Company chose this provider 5 Recommendations by friends/family 6 Brand Ambassador 7 All my friends have this 8 Latest technology offered 9 Dealer/ Shopkeeper chose this for me 10 Good Service coverage, 11 Add on card 12 Call rate 12. How satisfied are you with your current providers various services? (Please One column) Service Very Somewhat Neutral Somewhat Very No Satisfied Satisfied Dissatisfied Dissatisfied 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 The time it takes to connect to customer service desk The way your queries are resolved satisfactorily Timely and accurate Billing Unwanted calls Call Drop percentage Congestion Problems Full Coverage Cost of value added services Internet connectivity Top up delays Balance disappearance Awareness of customer service No Nature of staff when you approach them in shops Hidden Charged Call Rates

13. If you are not satisfied with your service provider what actions do you take? 1. 4. 6. Complain to customer service 2. Change Provider 3. Do nothing Write to Company 5. Complain to authority Other _______________________________________________________________ 1. Yes 2. No

14. Have you changed your provider in last six months? 15. If YES, the reason?

1. Number portability 2. Attractive plans 3. Promotion / Offers 4. Dissatisfied with service 5. Connectivity Problem 6. Coverage 7. Other ____________________________________________________________

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16. Please rate various providers on service attributes. ? ( Rate according to your preference where 5 is highest and 0 is the lowest preference? Sr No Providers Call Connectivity Plan Coverage Customer Offers Overall Rate Variety Care Promotion service 1 Airtel 2 Idea 3 Vodfone 4 BSNL 5 Reliance 6 Dokomo 7 Virgin 8 Aircel 9 MTS 10 Tata Indicom 11 Other

17 Can you Please tell us what are your expectations from a service provider? Rate according to your preference where 1 is most important expectation, 2 as next important and so on Expectations No 1 2 3 4 5 6 7 Lower Charges Better Connectivity More offers for loyal customers Better communication Transparency in call charges Response from customer service Preference

18. How likely are you to continue with the same provider even after next 6 months? 1. Vey Likely 2. Very Unlikely 3. Not Decided

19. If you are thinking of changing your current provider, who will you choose? 1. 6. Airtel 2. Idea Virgin 3. 8. Vodfone 4. Aircel 9. BSNL MTS 5. 10. Reliance Tata Indicom

Dokomo 7

20. . If Yes, then Please state the reason __________________________________________ About You: 118. Name of respondent: ________________________________________________________ 19 Gender 1] Male 2] Female

20. Address _________________________________________________________________ __________________________________________________________________ 21. Phone No (O) _____________________ 22. Mobile_________________________ 23. Email ID: ________________________________ 23. Age: .1. 5. 24. Profession: Below 20 yrs 46 to 55 6. 2. 21 to 25 56 to 65 3. 7 26 to 35 66 to 75 4. 36 to 45 8. Over 75

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1.

Student

2.

Businessman

3.

Serviceman

4.

Trader

5.

Housewife

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