1

0.5

1.5

2.5

Gender

Name
Amber Anum Nasir Aqsa Arooj Fariha Gul Hadiqa Shahid Hira Huma Shajar Irum Irshad Kanwal Bajwa Kinza Kulsoom Mehmood Madeeha Mehak Raza Mehwish Misbah Khan Mumza Nasir Rija

Count of Duration of Usage

Saaila Zainab
Saba Naseer Sarah Malik Sarwat Mushtaq Sommaiya Maqsood Zahra Zartasha Inam Zoya Shahid Zunaira Jameel Zunana

Age Duration of Usage

18 - 1

18 - 2

18 - 3

18 - 4

19 - 2

19 - 4

20 - 1

20 - 4

21 - 4

22 - 2

23 - 1

23 - 4

22 - 4

Gender

Female Duration of Usage 18 1 2 3

Count of Duration of Usage Age Name Amber Anum Nasir Aqsa Arooj Fariha Gul Hadiqa Shahid Hira Huma Shajar Irum Irshad Kanwal Bajwa Kinza Kulsoom Mehmood Madeeha Mehak Raza Mehwish Misbah Khan Mumza Nasir Rija Saaila Zainab Saba Naseer Sarah Malik Sarwat Mushtaq Sommaiya Maqsood Zahra Zartasha Inam Zoya Shahid Zunaira Jameel Zunana Grand Total

1 1

18 18 Total ## 4 2

19 Total ## 1 1

20 Total ## 21 Total ## 4 2 1 1 1

22 Total ## 1

23 Total 4

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

1 1 1 1 1 1 1 1 1 1 1 2 1 5 1 1 7 1 8 1 6 7 4 4 1 2 3 1 2 1 1 1 1 1 1 1 1 1

Grand Total 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 30

0.2

0.4

0.6

0.8

1.2

Gender

Name
Aaib Abdullah Abdullah Shaiq Adeel Anjum Adnan Hanan Akbar Khan Ali Farooq Ali Raza Amar Amanullah Baber Ali Malik Fahad Fazlirab Alam Ghazanfar Hakim Khan Hamid Ali Hamid Arshad Hunzala Lashari Irtaza Haider Kamil Said M. Sadique M. Usman Elahi Malik Abid Masroor Bokhari Mohsin Shafique Moin Sultan Nabeel Ali Nasir Noor ul Amin Raja Jamil Raja Minhaj Shahab Ahmed Shahzaib Umair Imtiaz Wiqas Saeed Zaighum Age Rate of Calling Customer Care
18 - 2 19 - 3 20 - 3 20 - 4 21 - 2 21 - 4 22 - 1 22 - 2 22 - 3 22 - 4 23 - 3 23 - 4 24 - 3 24 - 4 25 - 4 27 - 4

Count of Rate of Calling Customer Care

24 - 2

Gender Count of Rate of Calling Customer Care Name Aaib Abdullah Abdullah Shaiq Adeel Anjum Adnan Hanan Akbar Khan Ali Farooq Ali Raza Amar Amanullah Baber Ali Malik Fahad Fazlirab Alam Ghazanfar Hakim Khan Hamid Ali Hamid Arshad Hunzala Lashari Irtaza Haider Kamil Said M. Sadique M. Usman Elahi Malik Abid Masroor Bokhari Mohsin Shafique Moin Sultan Nabeel Ali Nasir Noor ul Amin Raja Jamil Raja Minhaj Shahab Ahmed Shahzaib Umair Imtiaz Wiqas Saeed Zaighum Grand Total

Male Age Rate of Calling Customer Care 18 18 Total 2

## 19 Total ## 3 3

1 1

1 1 1 1 1

20 Total ## 2

4 1

21 Total ## 1 1

3 1

22 Total ## 3 1

23 Total ## 2

24 Total ## 25 Total ## 4 4

1 1 1

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 6 1 4 5 2 1 2 4 1 9 1 3 3 1 6 1 1 3 5 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

27 Total Grand Total 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 35

0.2

0.4

0.6

0.8

1.2

Gender

Name Aaib Abdullah Abdullah Shaiq Adeel Anjum Adnan Hanan Ali Farooq Ali Raza Amar Amanullah Amber Anum Nasir Aqsa Baber Ali Malik Fariha Fazlirab Alam Ghazanfar Gul Hakim Khan Hamid Ali Hamid Arshad Hira Huma Shajar Hunzala Lashari Irtaza Haider Kamil Said Kinza M. Usman Elahi Madeeha Malik Abid Masroor Bokhari Mehak Raza Mehwish Misbah Khan Mohsin Shafique Moin Sultan Mumza Nasir Nabeel Ali Nasir Noor ul Amin Raja Jamil Raja Minhaj Rija Saba Naseer Salman Ahmad Sarwat Mushtaq Shahab Ahmed Shahzaib Umair Imtiaz Wiqas Saeed Zaighum Zoya Shahid
Age Overall Response of the Operator
20 - 1 20 - 2 21 - 1 21 - 2 22 - 1 22 - 2 22 - 3 22 - 4 23 - 2 23 - 3 24 - 3 25 - 4

Count of Overall Response of the Operator

24 - 2

Gender Count of Overall Response of the Operator Name Aaib Abdullah Abdullah Shaiq Adeel Anjum Adnan Hanan Ali Farooq Ali Raza Amar Amanullah Amber Anum Nasir Aqsa Baber Ali Malik Fariha Fazlirab Alam Ghazanfar Gul Hakim Khan Hamid Ali Hamid Arshad Hira Huma Shajar Hunzala Lashari Irtaza Haider Kamil Said Kinza M. Usman Elahi Madeeha Malik Abid Masroor Bokhari Mehak Raza Mehwish Misbah Khan Mohsin Shafique Moin Sultan Mumza Nasir Nabeel Ali Nasir Noor ul Amin Raja Jamil Raja Minhaj Rija Saba Naseer Salman Ahmad Sarwat Mushtaq Shahab Ahmed Shahzaib Umair Imtiaz

(All) Age 20 1

Wiqas Saeed Zaighum Zoya Shahid Grand Total

Overall Response of the Operator 20 20 Total ## 2 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 21 Total ## 1 1 1 2 1 3 4 22 Total ## 2 1 3 23 Total ## 2

1 1 11 1 13

1 1 1 1 9 4

13

24 24 Total ## 25 Total Grand Total 3 4 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

1 1 1 50

0.5

1.5

2.5

Gender

Name
Aaib Abdullah Adeel Anjum Adnan Hanan Ali Farooq Ali Raza Amar Amanullah Amber Anum Nasir Aqsa Arooj Fahad Fariha Fazlirab Alam Ghazanfar Gul Hadiqa Shahid Hakim Khan Hira Irum Irshad Kanwal Bajwa Kinza Kulsoom Mehmood M. Sadique M. Usman Elahi Madeeha Masroor Bokhari Mehak Raza Misbah Khan Mumza Nasir Nabeel Ali Nasir Noor ul Amin Raja Minhaj Saaila Zainab Saba Naseer Sarah Malik Sarwat Mushtaq Shahab Ahmed Shahzaib Sommaiya Maqsood Umair Imtiaz Wiqas Saeed Zahra Zartasha Inam Zoya Shahid Zunaira Jameel Zunana Age Reason of Calling Customer Care
18 - 2 18 - 4 19 - 1 19 - 2 19 - 3 19 - 4 20 - 1 20 - 2 20 - 3 20 - 4 21 - 1 21 - 2 21 - 3 21 - 4 22 - 2 22 - 3 22 - 4

Count of Reason of Calling Customer Care

18 - 3

Gender Count of Reason of Calling Customer Care Name Aaib Abdullah Adeel Anjum Adnan Hanan Ali Farooq Ali Raza Amar Amanullah Amber Anum Nasir Aqsa Arooj Fahad Fariha Fazlirab Alam Ghazanfar Gul Hadiqa Shahid Hakim Khan Hira Irum Irshad Kanwal Bajwa Kinza Kulsoom Mehmood M. Sadique M. Usman Elahi Madeeha Masroor Bokhari Mehak Raza Misbah Khan Mumza Nasir Nabeel Ali Nasir Noor ul Amin Raja Minhaj Saaila Zainab Saba Naseer Sarah Malik Sarwat Mushtaq Shahab Ahmed Shahzaib Sommaiya Maqsood Umair Imtiaz Wiqas Saeed Zahra Zartasha Inam Zoya Shahid Zunaira Jameel

(All) Age 18 1

Zunana Grand Total

Reason of Calling Customer Care 18 2 3

1 1

18 18 Total ## 4 1

19 Total ## 1

20 Total ## 1

3 1

1 1

1 1 1 1 1

1 1 1

1 1

1 1 1 1 1 1 1 1 1 1 1

1 1

1 1

1 1 1 1 1 1 1 1 1 1 1 1 1

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

1 2

1 9

13

21 Total ## 2 1

22 Total Grand Total 3 4 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

1 1

1 1 1

1 1

1 1 1 1 1 1 1 1 1 1 1

1 1 1 1 1 1

1 1 1

12

1 49

0.2

0.4

0.6

0.8

1.2

Gender

Name
Adeel Anjum Adnan Hanan Amanullah Amber Arooj Fahad Fariha Fazlirab Alam Gul

Count of Overall Response of the Operator

Hadiqa Shahid
Hakim Khan Hira Irum Irshad Kanwal Bajwa Kinza Kulsoom Mehmood M. Sadique Madeeha Mumza Nasir Saaila Zainab Sarah Malik Shahzaib Sommaiya Maqsood Zahra Zartasha Inam Zoya Shahid Zunaira Jameel Zunana

Age Overall Response of the Operator

18 - 1

18 - 2

19 - 1

19 - 2

19 - 3

19 - 5

20 - 1

20 - 2

Gender Count of Overall Response of the Operator Name Adeel Anjum Adnan Hanan Amanullah Amber Arooj Fahad Fariha Fazlirab Alam Gul Hadiqa Shahid Hakim Khan Hira Irum Irshad Kanwal Bajwa Kinza Kulsoom Mehmood M. Sadique Madeeha Mumza Nasir Saaila Zainab Sarah Malik Shahzaib Sommaiya Maqsood Zahra Zartasha Inam Zoya Shahid Zunaira Jameel Zunana Grand Total

(All) Age 18 1

Overall Response of the Operator 18 18 Total ## 2 1 2 3 5 19 Total ## 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 4 1 6 1 4 1 3 1 1 9 2 11 13 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 20 Total Grand Total 2 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 28

Likert Scale: Sr. No

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49

A=1, B=2, C=3, D=4, E=5 Name Age

22 22 24 23 24 22 22 21 25 23 22 22 23 22 21 23 27 22 24 23 20 19 20 20 21 20 21 20 21 20 19 19 22 20 23 20 19 18 18 20 18 19 22 18 20 19 32 22 22 Male Male Male Male Male Male Male Male Male Male Female Male Female Female Male Male Male Male Male Female Male Female Male Male Female Female Male Female Male Female Female Female Male Female Male Male Female Male Female Male Female Female Male Female Male Male Male Female Female

Gender

Noor ul Amin Ghazanfar Nasir Mehmood Jamshid Latif Abdullah Shaiq Salman Ahmad Saif Abdullah Irtaza Haider Zaighum Misbah Khan Nabeel Ali Huma Shajar Konmpal Abdullah Hamid Ali Akbar Khan M. Saad Hamid Arshad Mehwish Adeel Anjum Gul Adnan Hanan Amanullah Gul Kinza Bilal Ahmed Ayesha Nouman Kaleem Hira Zunana Zahra Zohaib Fariha Abdul Rahim Furqan ul Haq Kulsoom Mehmood Amin ul Rashid Sommaiya Maqsood Shahzaib Nimrah Gul Maria Rehman Wiqas Saeed Zartasha Inam Hakim Khan Irfan Khan M. Rizwan Saba Naseer Aqsa

50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100

Rija Arooj Amber Baber Ali Malik Mehak Raza Ali Altaf M. Usman Elahi Abbas Ali Shah Umair Imtiaz S. Khubaib M. Sadique Zunaira Jameel Sara Farid Irum Irshad Samia Taher Maryam Kamil Said Fazlirab Alam Shahab Ahmed Mohsin Shafique Raja Jamil Sarooz Hadiqa Shahid Ali Raza Amar Kanwal Bajwa Aaib Lubna Aziz Saaila Zainab Moin Sultan Umair Malik Abid Nasir Ahmad Fawad Tehmas Siddique Raja Minhaj Masroor Bokhari Fahad Junaid Amin Sarwat Mushtaq Hira Tariq Waqar Ali Jalal Latif Ali Farooq Sarah Malik Rabail Owais Bin Imdad Mumza Nasir Anum Nasir Madeeha Hunzala Lashari Zoya Shahid

23 19 20 23 21 22 22 20 21 25 18 18 19 18 21 21 23 20 22 24 24 21 19 21 19 22 19 18 23 22 24 22 20 18 21 22 19 19 21 20 18 18 21 19 18 20 20 21 20 23 20

Female Female Female Male Female Male Male Male Male Male Male Female Female Female Female Female Male Male Male Male Male Male Female Male Female Male Female Female Male Male Male Male Male Male Male Male Male Male Female Female Male Male Male Female Female Male Female Female Female Male Female

Table of correlations Duration of Usage Rate of Calling Customer Care Reason of Calling Customer Care Overall Response of the Operator Duration of Usage 1.000 0.077 0.048 0.062

Operator Service
1 1 3 4 1 3 3 1 1 1 1 1 1 4 5 1 1 4 1 1 1 1 1 1 1 1 5 2 5 1 1 1 5 1 5 4 1 3 1 1 3 2 1 1 1 2 4 1 1

Source
1 1 * * 4 * * 1 1 1 4 1 1 * * 4 2 * 1 1 1 1 4 1 4 4 * * * 1 4 1 * 1 * * 1 * 1 1 * * 1 1 1 * * 4 1 * * * * * * * * * * * * * * * * * *

Duration of Usage
4 4

4 4 4 2 4 4

4 4 4 1 4 4 2 4 4 4

4 4 4 4

4 2 4

4 1 2

4 4

1 1 1 1 1 5 1 5 1 4 1 1 5 1 5 2 1 1 1 1 1 2 1 1 1 1 5 1 1 5 1 1 5 3 1 1 1 5 1 2 5 5 1 1 5 5 1 1 1 1 1

1 4 4 3 1 * 1 * 4 * 1 1 * 4 * * 1 4 4 1 1 * 1 2 1 1 * 4 2 * 1 1 * * 4 1 4 * 1 * * * 1 4 * * 1 4 1 1 4 * * * * * * * * * * * * * * * * *

4 4 1 4 4 1 4 4 4 4

4 4 4 2 4 4 3 4 4 3 4 4 3

4 4 4 4

4 2

4 4 4 4 4

Rate of Calling Customer Care 1.000 0.011 -0.001

Reason of Calling Customer Care

Overall Response of the Operator

1.000 0.075

1.000

Helpful Services
1 2 * * 2 * * 3 1 1 2 1 1 * * 1 2 * 2 1 4 1 1 1 2 3 * * * 2 2 1 * 4 * * 2 * 2 4 * * 1 2 1 * * 2 2 * * * * * * * * * * * * * * * * * *

Rate of Calling Customer Care

4 4 * * 4 * * 4 4 3 4 4 4 * * 4 4 * 3 4 3 4 3 3 4 3 * * * 4 4 4 * 4 * * 4 * 4 3 * * 3 4 4 * * 4 4

Reason of Calling Customer Care

2 4

3 3 3 3 4 4

4 3 2 2 2 3 2 3 3 2

3 4 2 3

3 4 4

3 3 2

3 2

4 2 1 2 2 * 4 * 2 * 1 2 * 2 * * 4 2 1 4 2 * 1 2 3 1 * 2 3 * 2 1 * * 1 2 2 * 2 * * * 2 1 * * 2 1 3 1 2 * * * * * * * * * * * * * * * * *

4 4 4 4 4 * 1 * 4 * 2 4 * 4 * * 3 3 1 2 4 * 2 4 4 3 * 4 4 * 4 2 * * 4 4 3 * 4 * * * 2 4 * * 4 4 1 3 4

1 1 1 1 1 4 3 1 2 3

2 1 4 2 2 4 4 2 4 4 3 4 2

4 4 3 4

4 3

2 2 1 4 3

Overall Response of the Operator

2* 2* * * 2* 4 * 2 4 2 3 2 2 * * 2* 3* * 3 2 2 2 1 2 2 2 * * * 2* 3* 2* * 2* * * 1* * 2* 2* * * 2* 1* 2* * * 3* 2* * * * * * * * * * * * * * *

Reasons of not using Ufone

3 3 4 3

3 1

4 2 4

4 1 1 2

3 4

4 3

2 3 2 2 1 *

* * * * * 4

3* * 2* * 1* 2* * 2* * * 3 2 1 2 2 * 3 1 2 2 * 2* 2* * 2* 3* * * 1* 2* 5* * 2* * * * 2* 2* * * 2 2 1 2 2 * * * * * 1 3 3 3 4 4 4 3 3 * * * * 1 * * * * * 1 4 3 3 4 2

Recommendation of Ufone
1 1 2 2 1 2 2 1 2 1 1 1 1 2 1 1 1 2 2 1 1 1 1 1 1 2 2 2 2 1 1 1 2 1 1 1 1 2 1 1 2 2 1 1 1 1 2 1 1

1 1 1 1 1 2 1 2 1 2 1 1 2 1 2 2 2 1 1 1 1 1 1 1 1 1 1 1 2 2 2 1 2 1 1 1 1 2 1 2 2 2 1 1 2 2 1 1 1 1 1

Frequency table for Duration of Usage Upper limit Category Frequency 0.5 <=0.5 0 1.1 .5- 1.1 4 1.7 1.1- 1.7 0 2.3 1.7- 2.3 6 >2.3 55

Histogram for Duration of Usage 60

50

40

30

20

10

0 <=0.5 .5- 1.1 1.1- 1.7 Category 1.7- 2.3 >2.3

Frequency table for Rate of Calling Customer Care Upper limit Category Frequency 0.5 <=0.5 0 1.1 .5- 1.1 3 1.7 1.1- 1.7 0 2.3 1.7- 2.3 5 >2.3 57

Histogram for Rate of Calling Customer Care 60

50

40

30

20

10

0 <=0.5 .5- 1.1 1.1- 1.7 Category 1.7- 2.3 >2.3

Frequency table for Reason of Calling Customer Care Upper limit Category Frequency 0.5 <=0.5 0 1.1 .5- 1.1 8 1.7 1.1- 1.7 0 2.3 1.7- 2.3 18 >2.3 39

Histogram for Reason of Calling Customer Care 45

40

35

30

25

20

15

10

0 <=0.5 .5- 1.1 1.1- 1.7 Category 1.7- 2.3 >2.3

Frequency table for Overall Response of the Operator Upper limit Category Frequency 0.5 <=0.5 0 1.1 .5- 1.1 9 1.7 1.1- 1.7 0 2.3 1.7- 2.3 44 >2.3 13

Histogram for Overall Response of the Operator 50

45

40

35

30

25

20

15

10

0 <=0.5 .5- 1.1 1.1- 1.7 Category 1.7- 2.3 >2.3

Duration of Usage 1.0 Observation Number 1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67 69 71 73 75 77 79 81 83 85 87 89 91 93 95 97 99 Duration of Usage 1.5 2.0 2.5 3.0 3.5 4.0 4.5 Time series plot of Duration of Usage

Time series plot of Rate of Calling Customer Care 4.5

4.0

3.5

Rate of Calling Customer Care

3.0

Rate of Calling Customer Care 2.5

2.0

1.5

1.0 1 4 7 10 13 16 19 22 25 28 31 34 37 40 43 46 49 52 55 58 61 64 67 70 73 76 79 82 85 88 91 94 97 100 Observation Number

Time series plot of Reason of Calling Customer Care 4.5

4.0

3.5

Reason of Calling Customer Care

3.0

Reason of Calling Customer Care

2.5

2.0

1.5

1.0 1 4 7 10 13 16 19 22 25 28 31 34 37 40 43 46 49 52 55 58 61 64 67 70 73 76 79 82 85 88 91 94 97 100 Observation Number

Time series plot of Overall Response of the Operator 5.25

4.50

3.75 Overall Response of the Operator

3.00 Overall Response of the Operator

2.25

1.50

0.75 1 4 7 10 13 16 19 22 25 28 31 34 37 40 43 46 49 52 55 58 61 64 67 70 73 76 79 82 85 88 91 94 97 100 Observation Number

4.500

4.000

3.500

3.000
Mean

2.500

Median Standard deviation Variance

2.000

First quartile

Third quartile

1.500

1.000

0.500

0.000 Duration of Usage Rate of Calling Customer Care Reason of Calling Customer Care Overall Response of the Operator

Summary measures for selected variables Duration of Usage Count 65.000 Mean 3.585 Median 4.000 Standard deviation 0.900 Variance 0.809 First quartile 4.000 Third quartile 4.000

Rate of Calling Customer Care 65.000 3.508 4.000 0.831 0.691 3.000 4.000

Reason of Calling Customer Care 65.000 2.769 3.000 1.012 1.024 2.000 4.000

Overall Response of the Operator 66.000 2.121 2.000 0.734 0.539 2.000 2.000

Duration of Usage Mean 3.585 Median 4.000 Standard deviation 0.900 Variance 0.809 First quartile 4.000 Third quartile 4.000

Calling Customer Care Reason of Calling Customer Care Operator Overall Response of the 3.508 2.769 2.121 4.000 3.000 2.000 0.831 1.012 0.734 0.691 1.024 0.539 3.000 2.000 2.000 4.000 4.000 2.000

Overall Response of the Operator

Reason of Calling Customer Care

Rate of Calling Customer Care

Duration of Usage

0.75

1.50

2.25

3.00

3.75

4.50

5.25