All DAS Churn Tracker – Das Tracker

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INFORMATION TO BE DISPLAYED ON SURVEY SCREEN 1
SUBSCRIBER ID :
CUSTOMER NAME :
PROJECT NAME :
DAS PHASE :
STATE :
ZONE : ROI OR SOUTH
ARPU

INTRODUCTION

Am I speaking to ____________?

Good _________! My name is ______________ and I am calling from Hansa Research on behalf of Tata Sky. Is it a good time to
talk Sir / Madam?

IF NO, Can I call you at some other time convenient to you? (NOTE THE CONVENIENT TIME AND CALL BACK.)

IF YES,
Thank you Sir / Madam. This is not a sales call. We only want to collect some feedback from you. Would you be interested in giving
your inputs or feedback for the same? It will only take 5-7 minutes of your time.

IF YES – CONTINUE. IF NO – TERMINATE

CURRENT SOURCE OF ENTERTAINMENT AT HOME

Q.1 How are you/family members watching news, general entertainment, sports, kid’s programs in the house currently? Are you
watching in on TV or Online etc.?

Not watching anything 1

Receiving entertainment through only Online / OTT 2
Receiving entertainment through only TV 3
Receiving entertainment through both – TV & Online/OTT 4

Q.1 A. Can you tell me how many TV sets do you have at home?
क्‍या आप मझ
ु े बता सकते हैं कि आपके घर में कितने टीवी सेट्स हैं?

1 1
2 2
3 3
More than 3 4

ASK Q2 IF CODED 2/3/4 IN Q1

Q2. Which is the current TV connection service provider connected to that TV through which you are / were receiving TV channels?
(SA)
IF USING MORE THAN ONE SERVICE, ASK ABOUT THE SERVICE THAT THEY ARE USING MOST OFTEN

Analogue Cable (Cable without SET TOP BOX) 01

Digital Cable - Hathway, SSV, etc. (Cable with SET TOP
02
BOX)
Airtel DTH 03
Dish TV 04
DD Direct / Free Dish 05
Reliance Big TV / Independent TV 06
Sun DTH 07
Videocon DTH 08
JIO Fibre – TV service 09
Tata sky – have recharged again Code 10 11
Tata sky – new connection Code 11 10
 All DAS Churn Tracker – Das Tracker
Airtel Xtreme 12
NONE 13
DKCS 99
 All DAS Churn Tracker – Das Tracker

ASK Q2.1 – Q2.5 IF CODED 3/12 IN Q.2 (FOR AIRTEL DTH AND AIRTEL XTREME)

Q2.1 Do you have Airtel Broadband / Fiber or Airtel Internet connection at home? (SA)
क्या आपके पास घर पर एयरटे ल ब्रॉडबैं ड / फाइबर या एयरटे ल इं टरने ट कने क्शन है ?

Yes 1
No 2

IF CODED 1 IN Q2.1
Q2.2 Have you taken Airtel One bill plan/ Airtel Black Plan? (SA) क्या आपने एयरटे ल वन बिल प्लान लिया है ?
Explain if required: One Airtel plan/ Airtel Black plan clubs’ multiple services like post-paid sim, broadband connection, DTH under
One bill which help you save up to 20% discount

Yes 1
No 2

IF CODED 1 IN Q2.2

Q2.3 I will read out the following Airtel Black Plans (previously known as Airtel One Bill). Please tell me which plan have
you subscribed to? (SA)
मैं कुछ एयरटे ल 1 बिल प्लान पढ़ूंगा, कृपया मुझे बताएं कि आपने कौन सा प्लान लिया है ?

Airtel Black 998 Plan (Post-paid 2 connection+ DTH Xstream box) 1

Airtel Black 1349 Plan (Post-paid 3 connection+ DTH Xstream box) 2
Airtel Black 1598 Plan (Post-paid 2 connection+ Fiber + Landline) 3
Airtel Black 2099 Plan (Post-paid 3 connection+ DTH Xstream box+
4
Fiber + Landline)
DKCS 5

ASK IF CODED 2 IN Q2.2 AND ASK IF CODED 3 in Q2

Q2.4 Have you taken new Airtel Xtreme Set Top box for watching TV? (SA) टीवी दे खने के लिए नए Airtel Xtreme सेट टॉप बॉक्स लिया है ?

Explain if required: Airtel Xstream Box is a android-TV based set-top box with Airtel TV integrated that gives access to 10000+
Movies, Shows, etc. ... With Chromecast inbuilt, now you can simply cast any show, movies, music and much more from your laptop,
tablet or mobile phone directly on to your TV.

Yes 1
No 2

IF CODED 3/12 IN Q.2 (FOR AIRTEL DTH AND AIRTEL XTREME)

Q2.5 Can you tell me what is the duration of your current pack that have you taken?

1 month pack 1
3 months pack 2
6 months pack 3
Annual pack – 1 year 4
Others__________(PLEASE SPECIFY) 9
 All DAS Churn Tracker – Das Tracker

ASK Q3e TO Q3j IF CODED 09 (JIO FIBER) IN Q2

Q3e Do you have Jio Fiber Broadband or internet connection at home? (SA)

Yes 1
No 2

ASK Q3f TO Q3i IF CODED 1 IN Q3.e

Q3f When did you install Jio Fiber connection at home? (SA)

Less than 3 months 1

1-3 months 2
4-6 months 3
More than 6 months 4
DKCS 5

Q3g Have you taken Monthly Subscription plan or yearly subscription? (SA)

Monthly Subscription 1
Quarterly Subscription 2
Half Yearly Subscription 3
Annual Subscription 4
DKCS 5

Q3h. Can you tell please tell me how much is your ______(LOOP OPTION FROM Q3g) amount for JIO Fiber broadband
connection? (SA)

Free 01
Less than Rs.400 02
Rs.401-Rs.700 03
Rs.701-Rs.1000 04
Rs.1001-Rs.1500 05
Rs.1501/- to Rs.2500 06
Rs.2501/- to Rs 4000 07
Rs.4001/- to Rs.6000 08
Rs.6001/- to Rs.8500 09
Rs.8501/- to Rs.10000 10
More than Rs.10000 11
DKCS 99

Q3i Can you please tell us the purpose for using JIO Fiber? What are you watching on JIO Fiber connection? (MA)

Watching regular TV channels 1

Watching online entertainment Apps 2
DKCS

Q3j. Can you tell me what is the duration of your current pack that have you taken?

1 month pack 1
3 months pack 2
6 months pack 3
Annual pack – 1 year 4
 All DAS Churn Tracker – Das Tracker
Others__________(PLEASE SPECIFY) 9
 All DAS Churn Tracker – Das Tracker

Q3j. How satisfied are you using JIO fiber connection? (SA)

Highly dissatisfied 1
Somewhat dissatisfied 2
Neither satisfied or dissatisfied 3
Somewhat satisfied 4
Highly satisfied 5
DKCS 9

ASK Q3.1 & Q3.2 ONLY IF CODED 01-09 and 12 & 99 IN Q2

Q3.1 REASONS FOR USING OTHER SERVICE

Other service had some offer going on 01

Other service has better pack / More channels etc 02
Other service is less expensive 03
Other service provider has better service / better customer
04
service
Other service has better network, signal 05
Other service was giving STB at no, less cost 06
Viewing through Free service / Free Dish 07
Entire building has switched to the other service 08
Company has provided free service of some other DTH /
09
other Tata Sky connection
Other service is providing internet facility as well 11
STB quality was good 13
Wanted to buy HD connection, Android box 14

Others_____ (Please Specify) 10

DKCS 99

Q3.2 MONTHLY SUBSCRIPTION AMOUNT

Free 1
Rs.1/- to Rs.50/- 01
Rs.51/- to Rs.100/- 02
Rs.101/- to Rs.150/- 03
Rs.151/- to Rs.200/- 04
Rs.201/- to Rs.250/- 05
Rs.251/- to Rs.300/- 06
Rs.301/- to Rs.350/- 07
Rs.351/- to Rs.400/- 08
Rs.401/- to Rs.450/- 09
Rs.451/- to Rs.500/- 10
Rs.501/- to Rs.550/- 11
Rs.551/- to Rs.600/- 12
Rs.601/- to Rs.650/- 13
Rs.651/- to Rs.700/- 14
Rs.701/- to Rs.750/- 15
Rs.751/- to Rs.800/- 16
More than Rs.800/- 17
DKCS 99

ASK IF CODED 11 IN Q2 [TATA SKY-NEW CONNECTION]

 All DAS Churn Tracker – Das Tracker
Q3.3 REASONS FOR BUYING TATA SKY NEW CONNECTION

STB was not working / Digicard issues 01

Wanted to buy HD connection, Android box 02
STB Damaged 03
Moved to new city, so bought new connection 04
Past expereince was good, so purchased additional
05
connection
Others_____(Please Specify) 98
DKCS 99

Q3.4 Can you tell us how much amount did you pay to buy new Set Top Box? (Capture IN Rs.)

RECORD PRICE
 All DAS Churn Tracker – Das Tracker

DO NOT ASK IF CODED TATA SKY HAVE RECHARGED AGAIN

ASK IF CODED 1 OR CODED 01 to 09 & 11, ,12, 13, 99 IN Q2

Q4. Can you tell me why haven’t you recharged your Tata Sky connection? KINDLY PROBE TO FIND OUT THE DIFFERENT
REASONS

SHOW ALL REASONS CODED IN Q.4

Q4.1 Can you please tell me the main reason for not recharging Tata sky connection? (SA)

WRITE ON PAPER SHEET :

POST CODE LIST
BUSY (NET)  
Busy life / No time to watch TV/ Didn’t get time to activate/recharge the account, Will recharge soon 006
CHILDREN EXAMS ARE GOING ON, EXAMS ARE NEARING 001
PERSONAL ISSUES (NET)
Some function at home 012
Some family member is unwell, hospitalised 013
Electricity is not available; Electricity is not available continuously 604
Antenna Dish is not allowed to put in the building 702
Ramzan going on 017
Other DTH connections are not allowed in my area 703
HOUSE RELATED (NET)
House Renovation is going on 008
We are shifting / have shifted to some other location 009
USING SOME OTHER SOURCE OF ENTERTAINTMENT (NET)
Viewing online Apps like Netflix, Amazon Prime, Balaji Alt, Zee 5, Jio TV etc 007
Using some other service / Switched to some other service (Cable/Dish tv, etc.) 100
Shifted to Airtel Black 123
OUT OF STATION (NET)
All/Some members are out of station – Vacation 002
All/Some members are out of station – Personal/Work purpose 003
All/Some members are out of station – to stay at native place 004
Person who does DTH recharge at home has gone out of station 015
DUE TO SOME FINANCIAL PROBLEM 014
SECOND PLACE CONNECTION (NET)
Connections is at a temporary home / office / not viewing the second connection 005
TV RELATED (NET)
We have bought a new TV, yet to join the new connection 010
TV is not working 016
TATA SKY IS EXPENSIVE / OFFER RELATED (NET)
Tata Sky is expensive, Recharge gets over early 301
Need the pack at same price as it was previously 305
Need same offer as previous year/month 304
TATA SKY PACK IS NOT APPROPRIATE (NET)
Less channels 302
Not satisfied with the pack 303
ISSUES WITH TATA SKY SET TOP BOX (NET)
Picture quality is not good 401
Network or Signal problems / No cable network, signal in our area / city 402
STB is not working 403
Sound quality is not good 404
ISSUES WITH TATA SKY CUSTOMER SERVICE (NET)
Technician did not come 501
Technician did not resolve the issue 502
Bad experience of interacting with the technician 503
Lack of proper response from Call Center 504
No resolution from Call Center 505
Not able to connect the call centre 506
Takes too much time to reach the executive 507
Additional charges for relocating / Technician visit 705
DEALER RELATED ISSUES, LOCAL AREA RELATED ISSUES ETC (NET)
Dealer shop is closed permanently 601
Dealer shop is closed due to some city, locality issues 602
Could not recharge at Dealer shop 605
Dealer in not polite / very rude 606
TRAI / GOVERNMENT RELATED ISSUES (NET)
Change in regulations by TRAI 701
 All DAS Churn Tracker – Das Tracker
OTHERS
Unable to recharge online 707
Other issues____________ 998
No Response / DKCS 999
 All DAS Churn Tracker – Das Tracker

ASK TO ADDITIONAL DATABASE OF 600 SS NEWLY ACQUIRED

ASK ALL

Q4.2 I will read out some options, please tell me which all parameters were explained by Tata Sky Technician while installation of
the STB? (MA)
3333-3334/…/3343-3344
Box / Remote features 01
Information related to packs and channels 02
Recharge process 03
Account details 04
Others ____________(PLEASE SPECIFY) 3345-3544 05
DKCS 99

ASK ALL

Q4.3 I will read out some options, can you please tell me which options were comfortable for you to use? (MA)
3545/3546/3547/3548

Uncomfortable

Uncomfortable

Comfortable

comfortable
Neutral

DKCS
Very

Very
Managing Packs (Add/ Drop/Modify) 1 2 3 4 5 9
Recharge Process 1 2 3 4 5 9
Using remote to navigate STB features/channels 1 2 3 4 5 9
Visiting your account on STB 1 2 3 4 5 9

ASK ALL

Q.4.4 Were you satisfied with the Tata sky Installation process at your place? I will read out some option, please select one option
which best suits your opinion. (SA)
3549
Highly dissatisfied 1
Somewhat dissatisfied 2
Neither satisfied or dissatisfied 3
Somewhat satisfied 4
Highly satisfied 5
DKCS 9
 All DAS Churn Tracker – Das Tracker

ASK Q5.1-Q5.2 IF CODED OUT OF STATION (002 / 003/ 004 / 015) IN Q4

Q5.1 You said you are not watching TV nowadays because you are OUT OF STATION, could you please confirm if you and your
whole family is out of station?

Yes, Out of station with whole family 1

No, I am alone out of station 2

Q5.2 Are you all still out of town? When are you planning to return? Probe. (MA)

Within next 1-2 days 1

Within next 1 week (3-7 days) 2
Within couple of weeks’ times (8-15 days) 3
Within this month (15-30 days) 4
Next month (31-60 days) 5
Post lockdown - Offices, Kids school /colleges get started 6
Don’t know as of now 7

ASK Q6 IF CODED 302/303 IN Q.4 i.e. CHANNELS ARE LESS / NOT HAPPY WITH THE PACK

Q6. Please tell me the channels you feel are missing in your Tata Sky pack? (MA)

English Movie Channels 02

HD Channels 20
Hindi GEC Channels-Star plus,Sony,Zee, &TV,etc. 11
Hindi Movie Channels-Star gold, Zee cinema, etc. 12
Kannada Channels - Udaya, Zee Kannada, Colors, Raj, Star Survarna, etc. 05
Kids Channel - Cartoon network, hungama, etc. 04
Lifestyle & Infotainment Channels - Discovery,National geography, food food,etc. 13
Malaylam Channels - Asainet, Raj, Surya, 18
Music channels 10
News channels 09
Sports Channels 03
Tamil Channels - Jaya Tv, Vijay, Sun Tv, Zee tamil, etc 16
Telugu Channels - Gemini, Star Maa, ETV, Zee telugu, Tv9, etc 17
Other regional Channels- Marathi, Punjabi, Gujarati, Bangla etc 19
All channels are missing 14
Not able to find suitable packs 15
Others _______(Specify) 99
Do not remember 98

ASK Q7 IF CODED 301/305/304/302/303/401/402/403/404 IN Q.4 i.e. TATA SKY IS EXPENSIVE / OFFER RELATED, TATA SKY
PACK IS NOT APPROPRIATE, ISSUES WITH TATA SKY SET TOP BOX (PRODUCT)

Q7. Did you put a request or complaint to Tata Sky about the problem you are facing? (SA)

Yes 1
No 2

ASK Q8 & Q9 IF CODED YES IN Q7

Q8. Please tell me through which Medium/Platform you contacted Tata Sky was raising the Issue?

Placed a request by calling the call centre 1

Placed a request on website 2
Placed a request by visiting the help desk 3
Placed a request by dealer on my behalf 4
Others___(Please Specify) 5
 All DAS Churn Tracker – Das Tracker

Q9. How satisfied are you with the response given by Tata Sky?

Highly dissatisfied 1
Somewhat dissatisfied 2
Neither satisfied or dissatisfied 3
Somewhat satisfied 4
Highly satisfied 5
DKCS 9

ASK Q10 IF CODED 009 IN Q4

Q10. Are you aware that you can transfer you Tata Sky connection to place where you are relocating? (SA)

Yes 1
No 2

ASK Q11 IF CODED 1 IN Q10

Q11. Are you going to transfer your Tata Sky connection to the new place or not? (SA)

Yes 1
No 2

ASK ALL

Q12. Which online apps / OTT do you use regularly for watching movies, videos etc.on mobile or on TV? (MA)

Q12.1 Is the subscription for ____ (LOOP APP NAME FROM Q.12) included with your mobile service plan or have you taken
subscription for it separately? (SA)

Q12 Q12.1
Included in
Separate
Mobile Plan
Airtel TV / Airtel Xstream 02
ALT Balaji 03 1 2
Amazon Prime 04 1 2
Apalya TV 05 1 2
Eros Now 06 1 2
Hoichoi 19 1 2
Hotstar 07 1 2
Hungama Play 20 1 2
JIO TV 10
MX player 21 1 2
Netflix 11 1 2
Sony LIV 12 1 2
Sun Nxt 22 1 2
VIU 14 1 2
Vodafone Play 15
Voot 16 1 2
YouTube 17
Zee 5 18 1 2
Tata Sky App 23
Do not use any App 99
Others____ 98 1 2
DKCS 99
 All DAS Churn Tracker – Das Tracker

ASK IF NOT CODED “DKCS” AND “DO NOT USE ANY APP” IN Q 12

Q12.2. I will read out few devices on which you can watch Online Apps content. Please tell me which of these device do you use for
watching Online content??

Smart TV 1
Laptop/ Desktop 2
Mobile phone 3
Tablet 4
Others (Please specify) 5

ASK FOR ALL THE APPS CODED IN Q12

Q13. Can you please tell me how much subscription amount do you pay for ________ (Loop from Q12) per month?

Watching it for free 01

Rs.1/- to Rs.50/- 02
Rs.51/- to Rs.100/- 03
Rs.101/- to Rs.150/- 04
Rs.151/- to Rs.200/- 05
Rs.201/- to Rs.250/- 06
Rs.251/- to Rs.300/- 07
Rs.301/- to Rs.350/- 08
Rs.351/- to Rs.400/- 09
Rs.401/- to Rs.450/- 10
Rs.451/- to Rs.500/- 11
Rs.501/- to Rs.550/- 12
Rs.551/- to Rs.600/- 13
Rs.601/- to Rs.650/- 14
Rs.651/- to Rs.700/- 15
Rs.701/- to Rs.750/- 16
Rs.751/- to Rs.800/- 17
More than Rs.800/- 18
DKCS 99

ASK IF NOT CODED 10 (TATA SKY – Have recharged) IN Q.2 OR CODED 1 / 2 IN Q.1

Q14. When are you planning to recharge Tata Sky connection? (SA)

Within next 1-2 days 1

Within next 1 week (3-7 days) 2
Within couple of weeks’ time (8-15 days) 3
Within this month (15-30 days) 4
Next month (31-60 days) 5
Later than that (more than 60 days) 6
Not planning to recharge again 7
DKCS 9

Q15. Can you tell me your age? (SA)

RECORD AGE ________

Less than 25 1
25-35 2
35-45 3
More than 45 4

Q16. Record Gender (SA)

Male 1
Female 2
 All DAS Churn Tracker – Das Tracker

Q17. Thank you for your responses. Can we share your responses along with your personal details with TATA Sky? (SA)

Yes 1
No 2

THE END