Customer Satisfaction on Vodafone QUESTIONNAIRE

Note: We the students of The Kristu Jyothi College of Management and Technology are conducting a survey on Customer Satisfaction on Vodafone 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.

NAME: AGE: below 20 years 20-30 years 30-50 years above55 years SEX: Male Female EDUCATION: SSLC Pre Degree Under Graduate Post Graduate

OCCUPATION: Student Business Professionals Others

1. Are you aware about telecommunications service? Yes No 2. From which source you came to know about Vodafone? Advertisement Advertisement Newspapers Mouth Publicity 3. Since how long you are using Vodafone services? Less than1 month 2-6 months 6-12 months More than 1 year 4. Which of the following services do you use of Vodafone? Pre-paid Post-paid 5. Which services are more helpful to you while using Vodafone services? Call rates SMS service Network Value added service 6. Dou you call at customer care? Yes No If yes, how often you call at customer care? Daily Once a week Once a month Occasionally 7. For what reason you call at customer care? Value added service Information regarding new schemes Other enquiries Complaining

8. How many times have you contacted Vodafone customer care? Less than 5 times Less than 10 times Less than 20 times More than 20 times 9. How long does it usually take for complaints or requested to be redressed? Immediate response Response within 24 hours Response after 24 hours No response 10. How would you rate the ability to provide you clear information on your enquiry or transfer to this appropriate contact efficiently? Excellent-4 Good-3 Satisfy-2 Poor-1 11. How satisfied are you with the schemes or vouchers provided by Vodafone? Highly satisfied Satisfied Dissatisfied Highly dissatisfied 12. Overall how would you rate the quality of customer service provided by Vodafone? Excellent-4 Good-3 Satisfy-2 Poor-1 13. How much do you spend per month on mobile connect? Up 500 500-1000 1000-1500 More than 1500 14. What is your purchase intent for news alert on your phone? Astrologies Business Entertainment News 15. How do you find is deals of your service provider? Costly Affectable Economical Costly Unaffectable 16. How do you rate the roaming service of Vodafone? Excellent-4 Good-3 Satisfy-2 Poor-1 17. How do you rate Vodafone compared to the connection you previously used? Excellent-4 Good-3 Satisfy-2 Poor-1 18. Rate the following services on the basis of satisfaction ? Excellent-4 Good-3 Satisfy-2 PoorServices Network SMS Rates New schemes or offer Customer Care Call Rates Excellent Very Good Average Poor

19. Would you like to recommend Vodafone to others? Definitely Recommend Probably Recommend Probably not recommend Definitely not recommend 20. Give your suggestions to help in serve you better