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Market Research Questionnaire Integrated Tech Services for Households


1. Do you use a computer at home? * No Which of the following do you own? * Select all that apply. Desktop computer 



Laptop Printers


Which of the following types of computer do you use at home? Select all that apply. 

Branded desktop (or laptop) Assembled desktop

Other ___________


Can t remember/can t say How many computers (laptops & desktops) do you have at home? 






Which Operating System do you use primarily? Pick one.

o Mac OS Windows XP o Can t remember/can t say Windows Vista  Windows 7 o Other _________ o Linux 6. Problems faced with computer. This comprises 3 questions that are shown in the table below. Please read the o o
instructions and the example in the first row before answering this. 6a. Which problems do you face with your computer? 6b. If you do face problems, how frequently do they occur? 6c. What is your preferred source of help with these problems? Instructions for 6b and 6c: Write the appropriate number against each problem. E.g. Write (3) against system crashes if you face this problem only once in a month .



how much do you pay? ` ____350___ (d) On a scale of 1 to 6. o o Monthly ` _2000______ (c) If you pay the vendor per visit. frequency of occurrence of problem (1) More than once in a week (2) Once in 2 weeks (3) Once in a month (4) Once in 2 months (5) Once in 3 or more months (Example) System crashes System crashes (computer/monitor/mouse stops working. please calculate an annual figure. Yearly  Per visit (b) How much do you pay the vendor yearly? If you pay them monthly. If yes. Yes o No (a) On what basis do you pay the IT services vendor? Pick one.) Yes No 6b. Have you faced this issue in the last 2 years? (Write Yes or No against each problem.Problems 6a. Relatives (5) Office IT Team (6) Self Help (7) Other (please specify) st 1 preference 2nd 3rd (6) (2) (5) Internet stops working Yes Loss of important files No Virus attacks No Has become slower No Printer stops working No (including no ink) Other(please specify) No problems at all No Can t remember/can t say No 7. 1 being very unhappy and 6 very happy. how happy/unhappy are you with your vendor on the following parameters? Not applicable Circle the relevant number Timely service provided (do they respond as promised in contract?) Quality of service (Competency of technician) Price of services Very unhappy 1 2 3 4 5 (6) Very happy Tick here if this parameter does not matter to you Very unhappy Very unhappy 1 1 2 2 3 3 4 (4) 5 5 (6) 6 Very happy Very happy 2 . just mark Yes next to them and proceed to next question. Top 3 preferred sources of help with problem: (1) Local Service Provider (2) Company Service Centre (4) Friends. etc) (2) 6c. Do you currently have an IT services vendor for your computer? (2) (1) (2) (3)  8. If yes. If you have no problems or can t remember if you do.

which method would you be most comfortable with? Pick one. For learning new functions. where a higher number means that the statement describes you better than if you had chosen a lower number 81 . How important are these parameters? Timely service (response to problems as promised in contract) Quality of service (Competency of technician) Price Round-the-clock (24/7) service Circle the relevant number Very insignificant Very insignificant Very insignificant Very insignificant 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 (6) (6) Very important Very important Very important Very important (5) 6 (5) 6 10. If no.  Computer classes o o o o Calling the vendor that fixes your computer home to teach Through friends/peers/family members Use Internet blogs and forums 13. Facebook. please rate the following parameters on how important they are to you when hiring a service provider for your computer(s).) and stay in touch with the latest trends in technology. on a scale of 1-8. The following question has statements which people like you have made about themselves. 1 being very insignificant and 6 very important.9.PSYCHOGRAPHICS 14. etc. Peers  Family o o Friends Media SECTION 2 . upload photos/videos to o Yes  Facebook. Mobile p t o p Desktop  L a 12. Are you satisfied with the extent to which you use your technology devices? N o 11.Does not Sr No 1 2 Attributes I prefer services that come recommended from my close set of friends/ colleagues My biggest fear it that I will worsen the computer problem if I try solving it myself Describe Me at All 2 3 4 5 6 1 7 Describes me Completely 1 3 . Who influences your technology related decisions the most? Pick one. tips & tricks about your computer in order to utilize it more (PowerPoint. Please indicate how well you would each of these would describe you. which of the following devices do you feel you could utilize more (email on phone. On a scale of 1 to 6.)? Check all that apply. etc.

which term of payment do you prefer? o Monthly o Yearly  Per visit (c) How much premium are you willing to pay for these extra benefits or to ensure these services? 4 . Yes o No (a) How much are you prepared to pay per month? 300` _______ (b) If given an option.Does not Sr No 3 4 5 6 7 8 9 10 11 12 13 14 15 Attributes I cannot live without my computer I always compare prices.ACCEPTANCE 15. even for small items I tend to be motivated more by convenience than by price If I like a computer vendor.81 . I am the type of person others ask for advice about technology purchase People look to me for troubleshooting on a problem which is related to technology I would prefer paying for extension of company warranty rather than hire a vendor Choosing the right computer vendor is a very important decision for me I like to wait until something has been proven before I try it Trust/confidence in my computer vendor is very important to me. for desktops and laptops)?  16. If yes. I am very comfortable with computers Technology complicates more than simplifies I like being taught by others about new trends/uses in technology 1 1 1 Describe Me at All 2 1 3 4 5 6 7 Describes me Completely 1 1 1 1 1 1 1 1 1 SECTION 3 . pick-up drop of repaired goods. Would you consider hiring a vendor that provides a one-stop service for all your household computer and printer needs (servicing/repair. I will not switch from him just to try something different. preventive service. fair pricing etc.

Gender: 20. 18. Your occupation IT professional Non-IT professional Government employee Self-employed Student Retired Other ______________ None 22. and only be collated together with others and used for research purposes.% of price willing to pay extra Benefit Highly qualified technicians Preventive maintenance Round-the-clock (24/7) service Classes at home to teach you cool and interesting features about your computer 1 1 1 0 5% 1 10% 15% 20% 25% 17.PERSONAL DETAILS Please note that your responses will be confidential. why? Please check all that apply. Age: 69 Male (Female) 21. Name: Zubeda Bismillah 19. Annual household income: Occupation of spouse   o  o o Less than ` 1 lakh ` 1-5 lakhs ` 6 10 lakhs ` 10 and above 5 . Technology is not that important Can take care of it myself Company warranty Already have a vendor Have a friends/relatives Never have severe problems Other _______________ SECTION 4 . Please tick against the appropriate option. If no. Occupation of you and your spouse (if applicable).

---------------------------- 6 .MR Group 5 ---------------------------Thank you for participating in this survey.