Customer Satisfaction at Vodafone

Note: We the students of The BES' Institute of Management Studies are conducting a survey and hereby request you to fill up the questionnaire. The information provided by you will be kept strictly confidential and will be used for academic purpose only.

Q1) Do you have a mobile phone?o Yeso No

Q2) Are you aware about telecommunications service?o Yeso No

If yes, then which operator’s Service do you use?o Vodafone (Multi-choice)o Airtelo Ideao Relianceo BSNLo Tata Indicom ( If not Vodafone then go to Q12 )

Q3) Are you aware about Vodafone?o Yes o No (If No, then go to Q11 )

Q4) From which source you came to know about Vodafone?o Advertisement (Multi-choice)o Hoardingso Newspaperso Mouth Publicity

Q5) Since how long you are using Vodafone services?o Less than 1 montho 2-6 monthso 6-12 monthso More than 1 year

Q6) Which of the following services do you use of Vodafone?o Pre-paido Post-paid

Q7) Which services are more helpful to you while using Vodafone services?o Call rates (Multi-choice)o SMS serviceo Networko Value Added Services

Q8) Dou you call at customer care?o Yeso No

If yes, how often you call at customer care?o Dailyo Once a weeko Once a montho Occasionally

Q9) For what reason you call at customer care?o Value added services (Multi-choice)o Information regarding new schemeso Other querieso Complaining

Q10) Rate the following services on the basis of your satisfaction.

Services Excellent Very Good Fairly good Average PoorNetworkSMS ratesNew schemes and offersCustomer Care Recharge outletsCall RatesValue Added Services

Q11) What makes you unaware about Vodafone?o Less Advertisementso Less Publicityo Others (If others then mention ________________________)

Q12) Why you are not using Vodafone services?o Lack of awareness (Multi-choice)o High Priceso Poor Serviceso Poor network

Q13) Would you like to recommend Vodafone to others?o Yeso No

Q14) Give your suggestions to help in serve you better.

________________________________________________________________________________________________________________________________________________________________________________________________________________________

Name: ________________

Age: ___ years

Sex: Male/Female

Contact no.: ___________

Signature: __________