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1 A STUDY ON USER S LEVEL OF SATISFACTION WITH MOBILE PHONE SERVICE PROVIDERS WITH SPECIAL REFERENCE TO TIRUPPUR DISTRICT Questionnaire I. Personal Information: Name Age Sex: Educational Qualification Occupation Family Income (Per Month) II. About Mobile Service Providers: 1. Which is your current mobile service provider? a) BSNL b) Airtel c) Reliance d) Aircel e) Vodafone f) Tata Docomo g) Others, Specify 2. Is it your first service provider? a) Yes b) No (If No) how many service providers you had used in the past? a) One b) Two c) More than 2 3. Period of using a mobile phone. a) Below 1 year b) 1 3 years c) 3-5 years d) Above 5 years 4. What are the factors that influenced you to select the particular Mobile Phone Service Providers? (Rank them) No. Factors Rank 1) Brand Awareness 2) Network Quality 3) Service Quality 4) Availability of dealers

2 5) Schemes & Offers 6) Tariff rates 7) Free Calls/SMS 8) Advertisements & Communications 9) Value Added Services 10) Customer Care Service 5. Why do you need a mobile? No (SA-Strongly Agree, A-Agree, N-Neutral, DA-Disagree, SDA- Strongly Disagree) 1. To stay in touch 2. For business or Professional Requirement 3. As a Status Symbol Statement SA A N DA SDA 4. It is advantageous over Landline 5. It adds mobility 6. For services 7. Convenience of calling anytime 8. Makes you easily accessible III. Various Schemes offered by Mobile Phone Service Providers: A. Type of Scheme: 6. Which type of scheme are you using? a) Life time b) Student Pack c) Normal Monthly plan d) All India pay per second plan

3 7. How much is your Monthly Expenses on mobile phones? a) Below Rs.500 b) Rs.501 Rs.1000 c) Rs.1001 Rs.1,500 d) Above Rs. 1, Reasons for Choosing Prepaid / Post paid Services (Please tick them). Prepaid Services Reasons Postpaid Service Reasons Recharge cards available at various rates Easy to get connection Charge per call is less Less rent Grace period allowed for incoming calls Online Payments through banks Various offers available Reasonable talk time B. Reasons for Switching from Various Mobile Service providers: 9. Have you changed your service provider? a) Yes b) No If Yes, Please mention the reasons for switching from one to another mobile service provider. a) Better Schemes b) Good Coverage c) Service Quality d) Value Added Services e) Others, Specify 10. Did you switch over from the schemes? a) Yes b) No If Yes, Please mention the scheme. a) Prepaid to Postpaid b) Postpaid to Prepaid 11. Which factors emerge you to migrate from Prepaid to Postpaid? a) Control Expenses b) Availability of connection c) Attractive Schemes d) Need for additional services 12. Which factor emerge you to migrate from Postpaid to Prepaid? a) Decrease in usage b) No Value for money c) High rental charges d) Service dissatisfaction

4 IV. Various Services Offered by Mobile Service Providers: A. Billing Services: 13. Modes of Payment on your Mobile Service. a) Cash b) Credit B. Network Services: 14. How do you rate the network service of the current service provider? a) Very Good b) Good c) Average d) Poor e) Very Poor C. Value Added Services: 15. Do you use Value Added Services? a)yes b) No 16. Do you aware of Value Added Services? No. Value Added Services Aware Utilized Unaware 1. SMS 2. Ring Tones, Pictures download 3. MMS 4. Internet/ GPRS 5. Chatting 6. Video Clips 7. Contests in TV through SMS 8. Voice based SMS 9. Three Party conference 10. Tele- Horoscope/ Tele- Astrology 11. Opinion polls

5 12. Quiz/ Contests 13. City Info line 14. Cricket and Games 15. Information Services D. Customer Care Services: 17. Do you avail the Customer care Services? a) Yes b) No If Yes, How often you call at Customer Care? a) Daily b) Once a week c) Occasional d) Never 18. For what reasons you call at customer care? a) Value added services b) New Schemes c) Activation d) Complaining 19. Satisfaction level about Customer Care Services. No Factors HS S N DS HDS 1. Easily accessible 2. Response time taken to answer your call by a customer care 3. Problem solving of the customer care Time taken by call centre/customer 4. care/helpline to resolve your complaint

6 V. User s Level of Satisfaction: (HS - Highly Satisfied, S - Satisfied, N - Neutral, DS - Dissatisfied, HDS - Highly Dissatisfied) 20. Satisfaction level about Prepaid Billing Services. No Factors HS S N DS HDS 1. Call Charges 2. Service Charges 3. Availability of Schemes 4. Recharge Facilities 5. Flexibility 20.1 Satisfaction level about Postpaid Billing Services. No Factors HS S N DS HDS 1. Call Charges 2. Flexibility of schemes 3. Clarity of the bills 4. Service Charges 5. Timely delivery of the bills 6.. Free Calls 21. Satisfaction level about Network Services. No Factors HS S N DS HDS 1. Voice Quality 2. Network Connection 3. Coverage 4. Ability to make or receive calls easily 5. Dealers Network

7 22. Satisfaction level about Value Added Services. No Value Added Services HS S N DS HDS 1. Charges for VAS 2. Internet Connection 3. Activation Time for VAS Service 4. Free SMS 5. Guaranteed Delivery of Notification (SMS) VI. Various Problems faced by the Mobile phone users: No Problems BSNL Airtel Reliance Aircel Vodafone A. Prepaid Billing Services 1. Unnecessary Balance Deduction 2. Overcharging of Call rates Barring of Incoming / 3. Outgoing Calls (Submission of 4. Documents) Mobile recharge (Not receive in Confirmation Message) B. Postpaid Billing Services: 1. Error in Billing 2. Connection Deactivation 3. Credit amount deducted twice C. Network Services: 1. Coverage/Signal strength

8 2. Call Drops 3. Network busy D. Value Added Services: Automatically 1. Activates VAS & Deduct balance 2. Overcharges for VAS Internet connection 3. (delayed/ disconnection) 4. Message Sending Fail E. Customer Care Services: Unsolicited Calls / 1. Messages / Dialer Tunes 2. No Helpline Connect Impolite response from 3. Call Centre executives / retailers 4. Long time wait for Customer Service 23. Overall Are you satisfied with your mobile phone? a) Highly satisfied b) Satisfied c) Neutral d) Dissatisfied e) Highly Dissatisfied 24. Please give your suggestion

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