Customer Satisfaction at Vodafone

Note: We the students of The 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? o Yes o No Q2) Are you aware about telecommunications service? o Yes o No If yes, then which operators Service do you use? o Vodafone (Multi-choice) o Airtel o Idea o Reliance o BSNL o Tata Indicom ( If not Vodafone then go to Q12 ) 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? o Advertisement (Multi-choice) o Hoardings o Newspapers o Mouth Publicity Q5) Since how long you are using Vodafone services? o Less than 1 month o 2-6 months o 6-12 months o More than 1 year Q6) Which of the following services do you use of Vodafone? o Pre-paid o Post-paid

Q7) Which services are more helpful to you while using Vodafone services? o Call rates (Multi-choice) o SMS service o Network o Value Added Services Q8) Dou you call at customer care? o Yes o No If yes, how often you call at customer care? o Daily o Once a week o Once a month o Occasionally Q9) For what reason you call at customer care? o Value added services o Information regarding new schemes o Other queries o Complaining Q10) Rate the following services on the basis of your satisfaction. (Multi-choice)

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

Excellent

Very Good

Fairly good

Average

Poor

Q11) What makes you unaware about Vodafone? o Less Advertisements o Less Publicity o Others (If others then mention ________________________) Q12) Why you are not using Vodafone services? o Lack of awareness o High Prices o Poor Services o Poor network Q13) Would you like to recommend Vodafone to others? o Yes o No Q14) Give your suggestions to help in serve you better. _______________________________________________________________________ _______________________________________________________________________ _______________________________________________________________________ ___ (Multi-choice)

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