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  1. Surveys
  2. 2012
  3. October
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Exit Survey »
 
 
Good morning/Good afternoon, I am ………… from OSN. Am I taking to Mr. …….?

Could you kindly give me 15 minutes of your time, during which I will ask a few questions about your experience with OSN and once we complete the survey I will connect your service for one month free of charge; our main objective is to keep OSN customers satisfied.
 
 
 
* Q1- Are you the person who decided to cancel, not renew your subscription to OSN?
 
Yes
 
No (If no ask for the decision maker and if he is not available ask for his personal mobile no. or recall later)
 
 
 
* Q2- I would like to know more about the reasons why you have not renewed your subscription with OSN?
(Unaided, Do Not Read Out) – (Multiple Response)
 
***Count
 
1. Travelling for a long period
 
2. Family left the country (subscribed for the family in the first place)
 
3. Problem with credit card/cash flow
 
4. Has other priorities/financial commitments
 
5. Problems with the landlord
 
6. Moving house
 
7. Leaving country
 
8. Do not have time to watch it
 
9. Moved in to a house/apartment where only cable is available and no permission for dish installation
 
10. Double/Over Billing
 
11. Frequent technical problems
 
12. Technical delays
 
13. Unhappy with quality of broadcast
 
14. Issues with OSN after sales service
 
15. Issues with the dealer
 
16. Box is not working properly
 
17. Repetition of Western movies
 
18. Repetition of western series
 
19. Low quality of Western movies
 
20. Western movies are not exclusive and are shown on free to air channels
 
21. No coverage of Arabic football leagues
 
22. No coverage of major Western football leagues
 
23. Not enough Arabic content
 
24. There are enough free to air channels that show satisfactory content to meet different needs and desires
 
25. To prevent other family members’ exposure to excessively daring movies
 
26. Not considerate to the Arab culture
 
27. Distracting kids from their studies
 
28. Subscription fees are high/Not cost-effective/No value for money
 
29. Received more convenient offers from other providers (Triple play, etc…)
 
30. More reasonable price offers by other providers
 
31. Payment methods are not convenient
 
32. Additional charges by the dealer
 
33. Additional charges by OSN
 
34. Refused to extend OSN warranty
 
35. Forgot/was not reminded
 
36. Planning to but have not got the time yet to visit OSN/Dealer to renew the subscription
 
37. Not a reliable technological set-up
 
38. Not bundled with fixed phone and internet
 
39. The box is not advanced enough
 
40. Dislike the HD software
 
41. Cannot use Abu Dhabi or Al Jazeera cards
 
42. Dislike the box functionality
 
43. No rewards and loyalty program
 
44. I should receive the new box for free for being a long term customer
 
45. Re-Subscribed already/re-joined as a new subscriber (Ask Q3 and Q4 then end the interview)
 
46. Have a second subscription to OSN and cancelled only one
 
Other

 
 
 
Q3- Can you please provide me with your smart card number?
   
 
 
 
* Q4- Can you please inform me why you have unsubscribed then re-subscribed again to OSN?
   
 
 
 
* Q5- Were you contacted by an OSN representative to remind you of your subscription renewal due date?
 
Yes
 
No
 
 
Q6- Can you please inform me how and when you were contacted by the OSN representative?
1 month before expiry 2-3 weeks before expiry 1 week before expiry A few days before expiry After expiry Don’t Remember N/A
* Telephone
* SMS
* Email
* Mail message on the box
* Other (specify...)
 
 
 
* Q7- Do you read the messages you receive on your box?
 
Yes
 
No
 
 
 
* Q8- Are the messages clear to you?
 
Yes
 
No
 
 
 
* Q9- Why are the messages not clear to you?
   
 
 
Q10- Did you know that you were able to use the below services when you were subscribed to OSN?

(If PVR, ask all the statements)
(If HD zapper, Ask 1 and 5 only)
Yes No N/A
* 1- OSN play for free of charge
* 2- Ability to watch a program and record others
* 3- Ability to pause, rewind and fast forward
* 4- Video on Demand service
* 5- Pay Per View
 
 
 
* Q11- Are you currently subscribed to any Pay-TV network?
 
Yes
 
No
 
 
 
* Q12- Which pay TV networks are you currently subscribed to?

(Unaided, Do Not Read Out)
 
1. ART
 
2. Pehla
 
3. Al Majd TV
 
4. Abu Dhabi Sports
 
5. Al Jazeera Sports
 
6. Invision from STC
 
7. Mobily
 
8. Zain
 
98. None
 
99. Don’t Know
 
Other
 

 
 
Q13- Did you subscribe to (insert network from Q12) before or after cancelling your OSN subscription?
Before After
ART
Pehla
Al Majd TV
Abu Dhabi Sports
Al Jazeera Sports
Invision from STC
Mobily
Zain
Other (specify...)
 
 
Q14- What are the reasons for subscribing to (insert network from Q12)?
(Unaided, Do Not Read Out) (Multiple Response)
1. ART 2. Pehla 3. Al Majd TV 4. Abu Dhabi Sports 5. Al Jazeera Sports 6. Invision from STC 7. Mobily 8. Zain
1. Better picture/sound quality
2. High Definition channels
3. Advanced box/receiver/decoder
4. Wide choice of channels and programs
5. Channels for every member of the family
6. Shows programmes that are suitable for family viewing
7. Wide choice of kids programs
8. Safe viewing for kids
9. Shows content that suits their culture
10. Exclusive Arabic programmes
1. ART 2. Pehla 3. Al Majd TV 4. Abu Dhabi Sports 5. Al Jazeera Sports 6. Invision from STC 7. Mobily 8. Zain
11. Turkish Soap Operas
12. Wide variety of Western programmes
13. Wide variety of Western movies
14. Exclusive Western movies
15. Latest Western movies
16. Latest seasons of Western Series
17. International football leagues
18. Local/Regional football Leagues
19. Entertainment channels and programs
20. Wide choice of sports
1. ART 2. Pehla 3. Al Majd TV 4. Abu Dhabi Sports 5. Al Jazeera Sports 6. Invision from STC 7. Mobily 8. Zain
21. Wide choice of documentaries
22. Educational/ informative programmes/ channels
23. News channels
24. Interactive channels and services
25. PVR decoder to record programs on internal hard disk
26. Pay per view films
27. TV on demand
28. Multi room, to watch programs on a second TV in the house
29. Exclusives/ Shows programmes you can’t watch on other
30. Triple play (STC or Mobily or Zain where you have Internet, TV, and Landline at a reduced price in one package)
31. Good value for money
98. None
99. Don’t Know
100. Other (specify...)
 
 
 
* Q15- Are you planning to subscribe to any Pay-TV network in the next 3 months?
 
Yes
 
No
 
 
 
* Q16- Which pay TV network are you planning to subscribe to in the next 3 months?
 
1. OSN
 
2. ART
 
3. Pehla
 
4. Al Majd TV
 
5. Abu Dhabi Sports
 
6. Al Jazeera Sports
 
7. Invision from STC
 
8. Mobily
 
9. Zain
 
98. None
 
99. Don’t Know
 
Other
 

 
 
Q17- What are the reasons that will make you subscribe to (insert network from Q16)

(Unaided, Do Not Read Out) (Multiple Response)
1. OSN 2. ART 3. Pehla 4. Al Majd TV 5. Abu Dhabi Sports 6. Al Jazeera Sports 7. Invision from STC 8. Mobily 9. Zain 10. Other (Specify…)
1. Better picture/sound quality
2. High Definition channels
3. Advanced box/receiver/decoder
4. Wide choice of channels and programs
5. Channels for every member of the family
6. Shows programmes that are suitable for family viewing
7. Wide choice of kids programs
8. Safe viewing for kids
9. Shows content that suits their culture
10. Exclusive Arabic programmes
1. OSN 2. ART 3. Pehla 4. Al Majd TV 5. Abu Dhabi Sports 6. Al Jazeera Sports 7. Invision from STC 8. Mobily 9. Zain 10. Other (Specify…)
11. Arabic talk shows on current affairs locally and in the region
12. Arabic Movies
13. Original Arabic series
14. Dubbed in to Arabic Turkish Soap Operas
15. Wide variety of Western programmes
16. Wide variety of Western movies
17. Exclusive Western movies
18. Latest Western movies
19. Latest seasons of Western Series
20. International football leagues
1. OSN 2. ART 3. Pehla 4. Al Majd TV 5. Abu Dhabi Sports 6. Al Jazeera Sports 7. Invision from STC 8. Mobily 9. Zain 10. Other (Specify…)
21. Local/Regional football Leagues
22. Rugby
23. Entertainment channels and programs
24. Wide choice of sports
25. Wide choice of documentaries
26. Educational/ informative programmes/ channels
27. News channels
28. Interactive channels and services
29. PVR decoder to record programs on internal hard disk
30. Pay per view films
1. OSN 2. ART 3. Pehla 4. Al Majd TV 5. Abu Dhabi Sports 6. Al Jazeera Sports 7. Invision from STC 8. Mobily 9. Zain 10. Other (Specify…)
31. TV on demand
32. Multi room, to watch programs on a second TV in the house
33. Exclusives/ Shows programmes you can’t watch on other channels
34. Triple play (STC or Mobily or Zain where you have Internet, TV, and Landline at a reduced price in one package)
35. Good value for money
36. Phillipino TV Series
37. Phillipino Movies
38. Phillipino Sports
39. Phillipino Kids
98. None
99. Don’t Know
100. Other (specify……)
 
 
 
* Q18- On an average week, how frequently do you watch TV?
 
Daily
 
4-5 days a week
 
2-3 days a week
 
Once a week
 
Less than that
 
 
 
* Q19- On an average day, how much time do you spend watching TV?
 
Less than 1 hour per day
 
1 – 3 hours per day
 
More than 3 hours per day
 
 
 
* Q20- When you were subscribed to OSN; what would you say was your viewing habits in comparison to Free to Air channels? (How many hours a day did you watch OSN channels and how many hours a day did you watch Free to Air channels?)
   
* OSN____ Hours
   
* Other____ Hours
   
 
 
 
Q21- What are your preferred/most watched non OSN TV channels? Channel 1
   
Channel 2
   
Channel 3
   
Channel 4
   
Channel 5
   
 
 
 
Q22- What are your preferred/most watched non OSN TV programs? Program 1
   
Program 2
   
Program 3
   
Program 4
   
Program 5
   
 
 
 
Q23- What channels do you miss on OSN? Channel 1
   
Channel 2
   
Channel 3
   
Channel 4
   
Channel 5
   
 
 
 
Q24- What programs do you miss on OSN? Program 1
   
Program 2
   
Program 3
   
Program 4
   
Program 5
   
 
 
 
* Q25- What are the reasons that made you subscribe to OSN?

(Unaided, Do Not Read Out)(Multiple Response)
 
***Count
 
1. Arabic programmes/channels in general
 
2. Arabic talkshows on current affairs locally and in the region
 
3. Arabic movies
 
4. Original Arabic series
 
5. Dubbed into Arabic Turkish series
 
6. Arabic entertaining talkshows/programs
 
7. Ramadan Programs
 
8. A wide variety of Western movies
 
9. A wide variety of kids programmes/channels
 
10. Educational/informative/documentary channels
 
11. Sports channels
 
12. Olympics coverage
 
13. Football
 
14. Rugby
 
15. Comedy channels/programmes
 
16. Western Action movies and series
 
17. Exclusive content
 
18. Latest content
 
19. Uncensored content
 
20. A wide variety of content/channels
 
21. High quality content/better quality of content than what is offered by other TV providers
 
22. Uninterrupted movies (no commercial breaks during the movie)
 
23. Change in financial / employment circumstances / could afford to subscribe now
 
24. Change in personal circumstances (i.e. maternity / retirement)
 
25. Better quality of picture and sound
 
26. Advanced box/receiver/decoder with many useful features
 
27. OSN Play
 
28. Ability to watch a program and record others
 
29. Ability to pause, rewind and fastforward
 
30. Multiroom/can watch TV in different rooms at the same time
 
31. Video on Demand service
 
32. Pay Per View
 
33. Moved house and was already available in my new location
 
34. Received a special offer/discount
 
35. Received it as a gift
 
36. Good past service received/previous relationship / had before and missed it
 
37. Had problems with previous supplier/ poor experience with another supplier
 
38. Neighbors/ friends/ relatives are subscribers
 
39. Other household members wanted it/ cater for different household needs
 
40. Recommended by family/friends
 
41. Good Value for money
 
42. OSN privileges (rewarding program
 
43. Philippino TV series
 
44. Philippino Movies
 
45. Philippino Sports
 
46. Philippino Kids
 
99. Don’t Know
 
Other

 
 
 
* Q26- Can you please tell me the reason why you did not pay by credit card when you first subscribed to OSN?
   
 
 
 
* Q27- Did any family members influence your decision to subscribe to OSN?
 
Yes
 
No
 
 
 
* Q28- Which family members influenced your decision to subscribe to OSN?
 
Spouse
 
Parents
 
Children
 
Other

 
 
 
* Q29- Did any family members influence your decision not to renew your subscription with OSN?
 
Yes
 
No
 
 
 
* Q30- Which family members influenced your decision not to renew your subscription with OSN?
 
Spouse
 
Parents
 
Children
 
Other

 
 
Q31- Now using a scale from 1- 10 where 1 means not satisfied at all and 10 means highly satisfied, can you please rate your level of satisfaction with OSN on the following:
Not satisfied at all (1) 2 3 4 5 6 7 8 9 Highly Satisfied (10) N/A
* Overall Satisfaction with OSN
* Satisfaction with the content OSN provides
* Satisfaction with the service OSN provides
* Satisfaction with the technology OSN provides
* Satisfaction with the price charged by OSN
* Satisfaction with receiving everything you have been promised with by OSN
 
 
 
* Q32- What can we do to bring you back to OSN?
(Unaided, Do Not Read Out) (Multiple Response)
 
***Count
 
1. More Arabic programmes/channels in general
 
2. More Arabic talk shows on current affairs locally and in the region
 
3. Latest Arabic movies
 
4. More Original Arabic series
 
5. More Dubbed into Arabic Turkish series
 
6. More Arabic entertaining talk shows/programs
 
7. Dubbed series/telenovelas from Latin America and other parts of the world
 
8. A wider variety of Western movies
 
9. A wider variety of kids programmes/channels
 
10. More Educational/informative/documentary channels
 
11. Spanish football league
 
12. English football league
 
13. Italian football
 
14. Champions League (UEFA)
 
15. More local/regional Arabic football leagues
 
16. WWE
 
17. Other international sports (Tennis, Boxing, Basketball, etc…)
 
18. More comedy channels/programmes
 
19. More western Action movies and series
 
20. More exclusive content
 
21. More latest content
 
22. More kids content
 
23. A wider variety of content/channels
 
24. High quality content/better quality of content than what is offered by other TV providers
 
25. More female oriented content
 
26. Unique content (different from FTA)
 
27. Once my financial situation is better
 
28. Cheaper price
 
29. Receive a special offer/discount
 
30. To Extend the warranty
 
31. Billing Accuracy
 
32. More reliable technological set-up
 
33. If bundled with fixed phone and internet
 
34. To be able to use Abu Dhabi or Al Jazeera cards on the box
 
35. More advanced box/receiver
 
36. Fix the technical problems
 
37. Sort out the issues with CSR
 
38. Sort out the issues with the dealers
 
39. To offer rewards and a loyalty program
 
40. To have free upgrade offers
 
Other

 
 
 
* Q33- Gender:
(Do not ask only record)
 
Male
 
Female
 
 
 
* Q34- Nationality:
 
Saudi
 
Expat Arab
 
Westerner
 
Asian
 
Other
 
 
 
* Q35- Do you have any children?
 
Yes
 
No
 
Refused to answer
 
 
 
* Q36- How many children do you have?
 
1
 
2
 
3
 
4
 
5 +
 
Refused to answer
 
 
 
* Do not ask Q37,Q38,Q39,Q40,Q41. Record from database.
Q37- Package type:
 
Platinum
 
Premier
 
Family
 
Arabia
 
Sports
 
Pinoy
 
Kids
 
Movies
 
Other
 
 
 
* Q38- Type of receiver:
 
Showbox
 
HD Box
 
Other
 
 
 
* Q39- Smart card number:
   
 
 
 
* Q40- Name of respondent:
   
 
 
 
* Q41- Contact number:
   
 
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