Serial No.

__________

CUSTOMER SURVEY
Questionnaire to elicit information on "The customer satisfaction based on the service quality provided by the telecom service provider" We the students of MBA, of Symbiosis International University, are conducting a survey on the impact of changes in the cigarette taxes and smoking restrictions on cigarette smoking. We seek your co-operation for the same. We assure you that the information will be kept strictly confidential and will be used for academic purposes only

Note * Please put a tick mark (

) against the appropriate answers:-

GENERAL INFORMATION
Name: ________________________________ Age: _______ Profession: ____________________________ Gender: Male Female

SPECIFIC INFORMATION
Which connection do you use? a) Airtel b) Vodafone c) BSNL d) Idea e) Reliance

Compared with the level of service you expect, how would you rate the service provider's performance on the following?

Strongly Strongly Disagree Neutral Agree disagree agree 1 2 3 4 5 6 Company insists on error free records When you have problem, service provider shows a sincere interest in solving it Company provide its services at the time it promises to do so Employees in the company are never too busy to respond to your request Employees are always willing to help you Employees give you the prompt service 1 1 1 1 1 1 2 2 2 2 2 2 3 3 3 3 3 3 4 4 4 4 4 4 5 5 5 5 5 5 Responsiveness Reliability

Symbiosis Institute of Management Studies

: Signature: Name: Signature: Contact no.Serial No.__________ Employees of the company are consistently courteous with you Employees have the knowledge to answer your question The behavior of employees instills confidence in you You feel safe in your transaction with the company company has operating hours that are convenient to you The company has employees who give you personal attention The company understands your specific needs The company has your best interest at heart The network coverage is as per expectation The tariff options provided are as per expectation 7 8 9 10 11 12 13 14 15 16 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 Tangible dimension Empathy Assurance 17 The VAS provided is as per expectation 18 The voice clarity is satisfactory 19 Errors experienced are frequent 20 21 22 23 Have you experienced services that have delighted you Currently you are planning to stick to same connection in near future You are updated with the information about the new product Are you satisfied with the complaint redressal procedure Name: Roll no.: Symbiosis Institute of Management Studies .

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