Customer Satisfaction at Vodafone

Note: We the students of BVIMR 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 operator’s 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 (Multi-choice)
o Information regarding new schemes
o Other queries
o Complaining

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

Services Excellent Very Good Fairly good Average Poor

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

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 (Multi-choice)
o High Prices
o Poor Services
o Poor network

Q13) Would you like to recommend Vodafone to others?

o Yes
o No
Q 14) Which mobile phone service is best according to you?

Q 15) Mention the problems (if any) you feel in Vodafone service?

Q16) Give your suggestions to help in serve you better.

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
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Name: ________________

Age: ___ years

Sex: Male/Female

Contact no.: ___________

Signature: __________

COMPILED BY:

Sovin Khurana
Sakshi Diwan
Sonia Kaur
Raveesh kumar
Zunaid Zaidi