• Explore perception of a service.

o Find out customer experience.

1. Have you used the services provided by the goodfellows program?
o Yes 
o No
If Yes
Ø Frequency of Usage: How many on average do you use the service in a week?
Ø Satisfaction: You were satisfied with the service provided by Goodfellows
(Likert Scale)
Ø NPS: How likely are you to recommend this service to your friends/relatives?
(Check online)
Ø Quality of service: On a scale of 1-7, how would you rate the quality of the
support you received?
Ø Availability of customer support: How much time did you wait for
connecting to a customer care executive?
Ø Frequency of customer support usage: How frequently do you use customer
care services in a week?
Ø Turnaround for query resolution: How long did you stay on the call for your
query to be resolved?
Ø Rate of resolution: Out of the no. of times that you have called the customer
executives, how many times have your queries been resolved successfully?
Ø Barriers to Customer Support Usage: You were able to find the customer
care number easily (Likert Scale)
Ø Feedback: What are the improvements that you think need to be done?
(Open-ended)

If No
Ø How often in a week do you need a companion to carry out the day-to-day
errands?
Ø You are comfortable trusting a completely new person (a youngster) to
provide companionship to carry out your day-to-day errands? (Likert scale)
Ø Have you heard about goodfellows program?
Ø Do you know what services are provided by goodfellows?
Ø If no: <Explain what goodfellows and price model>
Ø What is the price that you are willing to pay for such a service?

o Find out usage intention.

Ø Time of usage: When will you use this service again?
Ø Strength of usage: How sure are you about using this service again?
Ø Barriers to usage: How likely are you going to take the service of the young
graduate again?

• Evaluate the feasibility of the service

Ø How much would you be willing to spend time with older people?
Ø How willing are you to accept a stranger as a companion?
Ø How often do you help your grandparents in
o running errands
 o technology tutoring and assistance
o visiting the doctor
o Join them on walks
Ø What all services in which you need someone to accompany you in your day-
to-day life?