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  1. Surveys
  2. 2011
  3. May
  4. C
  5. Customer satisfaction and loyalty in telecom secto
0%
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From how long are you using the mobile services?
 
a)less than a year
 
b)less than five years
 
c)more than five years
 
Other
 
 
 
 
What type of service are you using?
 
a)postpaid
 
b)prepaid
 
Other
 
 
 
 
Who is your current mobile service provider?
 
a)Airtel
 
b)Vodafone
 
c)BSNL
 
d)Idea
 
e)Aircel
 
f)Virgin
 
g)Docomo
 
h)MTS
 
i)Uninor
 
Other
 
 
 
 
Since how many years have you been using the current service?
 
a)Less than a year
 
b) Less than two years
 
c)More than two years
 
Other
 
 
 
 
How many mobile services did you use in the past?
 
a)only one
 
b)two
 
c)Three
 
d)More than three
 
Other
 
 
 
 
Which of the following information sources have you used to purchase the mobile service?
 
a)From friends
 
b)Retailers
 
c)Brand image
 
d)Advertisements
 
Other
 
 
 
 
Monthly expenditure on mobile services?
 
a)less than 200
 
b)200 to 300
 
c)300 than 500
 
d)500 to 700
 
e)More than 700
 
 
Please rate them on the experience of service levels from your operator?
Strongly Disagree Disagree Undecided Agree Strongly Agree
1)My mobile network connects well
2)My service provider network has improved
3)Is network playing a role in selecting the service provider
4)There is no call dropping and has clarrity in voice
5)While purchasing a connection, does advertisement play a role
6)Roaming services of my service provider are good
7)My Service provider provides good customer service
8)My service provider provides value to the customer
9)Readily available recharges and Online billi payments
10)My service provider has Customer friendly Tariffs
Strongly Disagree Disagree Undecided Agree Strongly Agree
11)Satisfied with the customer service of my Service provider
12)My service provider provides good promotional offers
13)My Service provider provides good Value added services
14)My service are adaptable to Technology
15)Employees have required skill
16)Employees have required knowledge and skills
17)Continuity of service to costumers in future
18)Understands customer needs
19)Offering efficient service
20)Providing security and secrecy
21)Positive attitude of staff
22)Trustworthiness of service
23)Keeping users informed
24)Listening to users
25)Incentive schemes introduced
 
 
The following questions are asked to understand the loyalty towards the service provider. Please rate them according to your experiences
Strongly Disagree Disagree Undecided Agree Strongly Agree
26) Is particular about the service providers (SP) I use
27)Though I am used to this (SP), I can still slip using it
28)I use more than one SP
29)If end using another SP, it will satisfy me the one I presently use
30)This SP is best in India/ region
31)My SP’s services are good in quality
32)I derive maximum satisfaction from my SP
33)I will influence others to use this
34)I will discourage present users from patronizing my SP
35)I will introduce this SP to others
Strongly Disagree Disagree Undecided Agree Strongly Agree
36)I will continue to use this SP
37)I am thinking of stopping use of this service
38)I will advise all users of this SP to still continue to use the same
39)Will change my service provider with the availability of Number portability now
40)Will repurchase the service and recommend it to someone
41)My Service provider is reliable
 
 
This section shall ask you questions related to your personal opinions about various aspects of your life.Please indicate to what extent you agree/disagree with the following statements.
Strongly disagree Disagree Neutral Agree Strongly agree
42 It is easy for me to trust a person or a thing.
43 Everything is uncertain; I do not know what will be my fate in future.
44 I tend to trust a person or thing even though I have little knowledge about it.
45 I have often found that what is supposed to happen always happens.
46 Trusting someone or something is not difficult.
47 It is important to have instructions spelled out in detail so that I always know what I’m expected to do.
48 Individuals should sacrifice self-interest for the group (either at school or the work place).
49 It is important to closely follow instructions and procedures.
50 Individuals should stick with the group even through difficulties.
51 Rules and regulations are important because they inform me of what is expected of me.
Strongly disagree Disagree Neutral Agree Strongly agree
52 Group welfare is more important than individual rewards.
53 Standardized work procedures are helpful.
54 Group success is more important than individual success.
55 Instructions for operations are important.
56 Individuals should only pursue their goals after considering the welfare of the group.
57 It is more important for men to have a professional career than it is for women.
58 Group loyalty should be encouraged even if individual goals suffer.
59 Men usually solve problems with logical analysis; women usually solve problems with intuition.
60 People in higher positions should make most decisions without consulting people in lower positions.
61 Solving difficult problems usually requires an active, forcible approach, which is typical of men.
62 People in higher positions should not ask the opinions of people in lower positions too frequently.
63 There are some jobs that a man can always do better than a woman.
64 People in higher positions should avoid social interaction with people in lower positions.
65 People in lower positions should not disagree with decisions by people in higher positions.
66 People in higher positions should not delegate important tasks to people in lower positions.
 
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