1. What is your Age Between 20-30 2. Between 31-35 Between 36-40.

Between 41-50 Above 50. Which of these best describes your job Managerial Professional Clerical Manual Worker Student

3. Under which category you belong to regarding your Monthly Income Below 5000. Between 5000-10000 Between 10000-15000.

Betwee 15000-25000 Above 25000. 4. Which of the following mobile services you are using currently BSNL. Tata docomo Vodafone Airtel Any other please mention 5. How familiar are you with Airtel Services Very familiar (use on regular basis). Some what familiar (use it only some times). Familiar but never used it. 6. Never heard of service before How satisfied are you with the Tariff plan of Airtel Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied 7. How satisfied are you with the network of Airtel

Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied 8. How satisfied are you with the cost of Airtel Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied 9. How satisfied are you with the customer care of Airtel Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied 10. How satisfied are you with the additional packages of Airtel Very satisfied Quite satisfied Neutral Quite dissatisfied Very dissatisfied 11. In thinking about your most recent with others was the Quality of the Airtel Customer Service you received Excellent. Good Average

Poor. Very poor. 12. Compared with others would you say that Airtel is Much better. Some what better. About the same Some what worse Dont know (or) Never used 13. All things considered over the next 12 months how likely are you to replace your current Service Certain. High chance Not sure Low chance Never. 14. how would you rate airtel performance as your expectation on 5points scale(5-highest) 1 After sale service Maintenance Product as per expectation 15. Which of these marketing/sales schemes attracts you while purchasing any connection? Good network Discounts scheme Service package Any other The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree/disagree with the following statements. 16. Customer service representative was very courteous 17. Customer service representative handled my call quickly 18. Customer service representative was very knowledgable 2 3 4 5

The following questions pertain to the process by which your most recent service contract was handled. Please indicate whether you agree or disagree with the following. 19. Waiting time for having your questions addressed was satisfactory 20. My phone call was quickly transferred to the person who best could answer your questions 21. Automated phone system made the customer service experience more satisfying.