Improving the mobile service industry in

Singapore
Dear Sir/Ma'am:

The purpose of this research is to help my family’s mobile retail business in evaluating and
understanding what customers are looking for in a mobile retail store. In view of this, may I
request your help by taking about 5-7 minutes of your time to answer the following questions?

Please rest assured that the information that you share will be dealt with utmost confidentiality
and anonymity. I truly appreciate your assistance.

Thank you!

Best Regards,
Jonas Gildo Lance

1. Gender
• Male
• Female
• Other: ________________________

2. Race
• Chinese
• Malay
• Indian
• Other: ________________________

3. Nationality
• Singaporean
• Singapore Permanent Residents
• Foreigner residing and working in Singapore
• Foreigner visiting Singapore
• Other: ________________________

4. Age
• 18 – 25
 • 26 – 33
• 34 – 41
• 42 – 50
• 50 – 60
• > 60

5. Household income per month

• < S$1,500
• S$1,500 – S$2,500
• S$2,501 – S$3,500
• S$3,501 – S$4,500
• S$4,501 – S$5,500
• S$5,501 – S$6,500
• > S$6,500

6. Where do you live in Singapore? (e.g., Tanjong Pagar, Queenstown, Sengkang etc.)

Please specify.

____________________________________________________ (Answer)

7. How many people are there in your household?

• 1–3
• 4–7
• 8 – 10

8. Do you own a vehicle?

• Yes
• No

9. Position in industry?

• Top Management
• Middle Management
• Operations
• Other: ____________________________

10. Which industry do you work in?

• Bank/ Financial/ Accounting

• Sales
 • Technology
• Service
• Administration
• Logistics
• Human Resource
• Other: ___________________________

11. What mobile phone brand(s) do you and your household own? (Can select more than 1)

o iPhone
o Samsung
o Huawei
o Oppo
o Xiaomi
o Other: _________________________

12. Where do you and your household buy your mobile phones? (e.g., Tanjong Pagar, Queenstown,
Sengkang etc.)

Please specify.

____________________________________________________ (Answer)

13. Which outlet do you and your household normally buy your mobile phones? (Can select more
than 1)

o Shopping mall
o Apple store
o HDB/ Heartland mobile shop
o Other: ______________________________

14. How often do you and your household replace your mobile phones in 2 years?

• 0 – 1 time
• 2 – 3 times
• > 4 times

15. How much is your budget for a mobile phone if you decide to replace it?

• < S$200
• S$201 – S$500
 • S$501 – S$1,000
• S$1,001 – S$2,000
• > S$2,000

16. What accessories do you and your household buy for your mobile phone(s)? (Can select more
than 1)

o Casing
o Screen protector
o Bluetooth
o Charging plug
o Charging cable
o Power bank
o Phone holder
o Extended warranty
o Other: _________________________

17. Which colour(s) would you prefer for mobile phone’s accessories? (Can select more than 1)

o Black
o White
o Blue
o Red
o Yellow
o Gold
o Rose Gold
o Transparent
o Combinations
o Other: _____________________________

18. How satisfied are you with the service staff of the store you buy your mobile phone from? Please
select from 1 to 5 with 5 being the highest, i.e., extremely satisfied.

1 2 3 4 5

Extremely Extremely

Dissatisfied Satisfied

19. How would you prefer to be served when buying a mobile phone? (Can select more than 1)

o With a smile
o Efficient service
 o Good product knowledge
o Patience staff
o Other: _____________________

20. What problem(s) have you encountered when buying your mobile phone? (Can select more than
1)

o Bad service
o Long waiting time
o Lack of product knowledge
o Don't have the product I am looking for
o Other: ____________________

21. What amenities/ facilities would you prefer to have in the store when you buy your mobile
phone? (Can select more than 1)

o Water dispenser
o Music
o Air-conditioning
o Other: _____________________

22. Which channel do you buy your mobile phone from? (Can select more than 1)

o Online
o Store
o Other: ______________________

23. Which channel do you buy your mobile phone’s accessories from? (Can select more than 1)

o Online
o Store
o Other: ______________________

24. What comment(s) or suggestion(s) would you give to improve purchase experience for mobile
phone in Singapore?

____________________________________________________ (Answer)

Thank you =)