Customer Satisfaction at vodafone (Questionnaire)

Customer Satisfaction at Vodafone Note: We the students of The S.P.B. S.P.B. College of Business Administration are conducting a survey and hereby request you to fill up the questionnaire. The information provided by you will be kept strictly confidential and will be used for academic purpose only.

Q1) Do you have a mobile phone? Yes o o  No Q2) Are you aware about telecommunications service? Yes o o  No If yes, then which operator’ operator ’s Service do you use? (Multi-choice) o Vodafone o Airtel o Idea Reliance o BSNL o Tata Indicom ( If not Vodafone Vodafone then the n go to Q12 ) o Q3) Are you aware about Vodafone? o Yes o   No (If No, then go to Q11 ) Q4) From which source you came to know about Vodafone? Vodafone? (Multi-choice) Advertisement o Hoardings o o  Newspapers Mouth Publicity o

Q5) Since how long you are using Vodafone Vodafone services? Less than 1 month o 2-6 months o o 6-12 months o More than 1 year  Q6) Which of the following services do you use u se of Vodafone? Vodafone? Pre-paid o Post-paid o

Q7) Which services are more helpful to you while using Vodafone Vodafone services? (Multi-choice) o Call rates o SMS service o  Network  Value Added Services o Q8) Dou you call at customer care? Yes o o  No If yes, how often you call at customer care? Daily o Once a week  o Once a month o Occasionally o Q9) For what reason you call at customer care? o Value added services o Information regarding new schemes o Other queries o Complaining

(Multi-choice)

Q10) Rate the following services on the basis of your satisfaction.

Services  Network  SMS rates  New schemes and offers Customer Care Recharge outlets Call Rates Value Added Services

Excellent

Ve Very Good

Fairly good

Average

Poor

Q11) What makes you unaware about Vodafone? Vodafone? Less Advertisements o Less Publicity o o Others (If others then mention ________________________) Q12) Why you are not using Vodafone Vodafone services? o Lack of awareness o High Prices o Poor Services Poor network  o

(Multi-choice)

Q13) Would Would you like to recommend reco mmend Vodafone Vodafone to others? Yes o o  No Q14) Give your suggestions to help in serve you better.  _______________________________________________________________________   _______________________________________________________________________   _______________________________________________________________________   ___ 

Name: ________________  Age: ___ years Sex: Male/Female Contact no.: ___________  Signature: __________