1. Survey of Telecom Company- Broadband Services
Project Report submitted to Symbiosis Institute of Business Management, Bengaluru
in partial fulfilment of the course “Summer Internship Programme” for the award of the
degree of
Master of Business Administration
Submitted By
Students Name:AdvaitBhobe
PRN: 12020841116
Under the guidance of
Prof SemilaFernandis
(Name & Designation of Faculty guide)
SYMBIOSIS INSTITUTE OF BUSINESS MANAGEMENT,
1

2. BENGALURU
95/1 & 95/2, Electronic City Phase-1, Hosur Road, Bengaluru – 560100
Certificate
This is to certify that Mr/Ms.___AdvaitBhobe_____ of MBA (2012-14
Batch) of Symbiosis Institute of Business Management, Bengaluru has
done the project entitled __Survey of Telecom Company- Broadband
Services
________under my guidance.
Signature of the faculty guide
Name:SemilaFernandis
Designation: Asst. Professor - Marketing
Date: 10-06-2013
2

3. DECLARATION
I hereby declare that the project work submitted by me entitled “Project Title”
done during my Summer Internship Program (SIP) is submitted as a partial fulfilment of
the requirement of MBA program at Symbiosis Institute of Business Management,
Bengaluru.
I also declare that this project has not been submitted nor shall it be submitted in
future for the award of any other degree or diploma in part or full to any other
institution or university.
Place:
BangaloreName AdvaitBhobe
Date: 10-06-2013
PRN
1202084111
3

4. ACKNOWLEDGEMENT
I am grateful to be associated with Symbiosis Institute of Business Management –
Bengaluru for providing us thisopportunity to learn, share my ideas, views, and thoughts
on various subjects through this project, undertaken as a part of curriculum
requirements. I would like to thank Abacus Field for providing me the facilities to
accomplish the project.
It has been rightly said that we are built on the shoulders of others but the satisfaction
that accompanies the successful completion of any project would be incomplete without
the mention of the people who made it possible.
I am greatly indebted to my project supervisor Mrs. SeemaKaranth (Field Manager) and
my Project Mentor Mr. Rakesh (Team Leader) for giving me an opportunity to work on
this project going on under the aegis of the Procurement department. Without their able
guidance, constant support and inspiration this project would have not been possible.
The value addition that I derived under their guidance by means of various side
activities such as sharing learning’s by presentations, literature survey, project
facilitation etc. has culminated in a life-long valuable experience.
I would like to thank Dr. Rajesh Panda (Director – Symbiosis Institute of Business
Management, Bengaluru) for giving me the opportunity to take this project as a part of
the course “Summer Internship Programme”. I would also like to thank Dr.V.V.Ajith
Kumar(Deputy Director – Symbiosis Institute of Business Management, Bengaluru).
I express my sincere gratitude to my Internal Faculty Guide, Prof. Saina Baby for her
valuable guidance, support, constant aspiration to work and her kind co-operation
during my Internship phase.
AdvaitBhobe
12020841116
MBA 2012-2014
4

5. Table of Contents
Page Numbers
Executive Summary
6
Industry Analysis
7
Company Analysis
12
Introduction of the project
14
Objectives of the Study
14
Research Methodology
15
Limitation of the Study
15
Data Analysis
16
Finding & Conclusions
19
Suggestions
19
Bibliography
20
Annexure
21
5

6. Executive Summary
The project was all about the taking the customer feedback of people who are using the
Broadband services. We wanted to know whether they are satisfied with the services
provided by Broadband services or not. We had to take the interviews of the customers
those who are using. We had to take the survey of the users of Broadband services
users.
We had to conductthe market research for the customer feedback regarding the
broadband services they are using in their day to day life.
We were given the project upon which we have to undertake our market
research.
After that we are given the data base & on that basis we have to conduct the
survey.We had to make the calls & take the appointment of the clients
We had to take the interviews & submit the final report to our superiors who
would conduct the market research.After doing the research of Broadband
services we came to know that most of the customers were not satisfied with
the broadband services. Some said that the speed of the broadband service is
not good. Some said its services are not up to the mark.
There were other customers who were very happy about the speed & services
& were loyal towards it. They said they would continue with the broadband
services.
Therefore I feel that the Broadband services should concentrate on the
customers who do not like the speed & services of broadband services &
should improvise the speed & the services.
According to me, the services & speed of broadband services should be
improved so that more customers would be loyal to the broadband services.
6

7. Chapter 1
Industry Analysis
Key features of Market Research Industry
1. Wide and comprehensive scope - Marketing research has a very wide scope. It
includes product research, packaging research, pricing research, market research,
sales research, etc. It is used to solve marketing problems and to take marketing
decisions. It is used to make marketing policies. It is also used to introduce new
products in the market and to identify new markets. Marketing research is used to
select channels of distribution, in advertising strategy, for sales promotion measures,
etc.
2. Systematic and scientific - Marketing research is conducted in a step-by-step
manner. It is conducted in an orderly fashion. Therefore, it is systematic. Marketing
research uses scientific methods. Thus, it is also scientific.
3. Science and art: A Science collects knowledge (data) while an Art uses this
knowledge for solving problems. Marketing research first collects data. It then uses
this data for solving marketing problems. Therefore, it is both, a Science and an Art.
4. Collects and analyses data - Marketing research gathers data accurately and
objectively. It first collects reliable data and then analyses it systematically and
critically.
5. Continuous and dynamic process - The Company faces marketing problems
throughout the year. So, marketing research is conducted continuously. It
continuously collects up-to-date data for solving the marketing problems. Large
companies have their own marketing research departments. They conduct Marketing
research continuously throughout the year. Therefore, marketing research is a
continuous process. It is a dynamic process because it goes on changing. It does not
remain static (the same). It uses new methods and techniques for collecting, recording
and analysing the data.
6. Tool for decision-making - The marketing manager has to take many decisions. For
this, he requires a lot of data. Marketing research provides correct and up-to-date data
to the marketing manager. This helps him to take quick and correct decisions.
Therefore, marketing research is an important tool for decision-making.
7

8. 7. Benefits Company and consumers - Marketing research is useful to the company in
many ways. It increases the sales and profits of the company. It helps the company to
fight competition and boost its goodwill in the market. It reduces the marketing risks.
In short, marketing research brings success to the company. It also brings the
company closer to the consumers. It gives convenience and satisfaction to the
consumers.
8. Similar to military intelligence - Marketing research is a commercial intelligencegathering activity. It works similar to military intelligence. Marketing intelligence
first makes a systematic study and only then takes a business action. Marketing
research collects reliable data about the consumers, the competitors, the market, etc.
This data is then organised and used for planning, decision-making and problem
solving. This data is also further used for introducing new products and services in
the market.
9. Applied research - Applied research is used for solving problems. Marketing
research is used for solving marketing problems. Therefore, we can say that,
marketing research is also an applied research. It has a practical value because it is
used for solving present and future problems.
10. Connected with MIS - Marketing research is a component of Marketing Information
System (MIS). Marketing research and MIS are interrelated. Both are used to solve
marketing problems and to take marketing decisions.
11. Reduces gap between producers and consumers - Marketing research informs
producers about the needs and wants of the consumers. The producers produce goods
according to the needs and demands of the consumers. This brings satisfaction to the
consumers and in return producers make good profits. So, marketing research reduces
the gap between the producers and the consumers.
12. Uses different methods - Marketing research uses three methods for collecting data,
viz., Survey Method, Experiment Method and Observation Method. All three
methods are scientific. The researcher has to use a suitable method for collecting a
reliable data.
13. Has few limitations - Marketing research has few limitations too. It is not an exact
science. So, it does not give accurate results. It provides suggestions and not
solutions. It is also a costly and time-consuming process.
14. Accurate data collection and critical analysis - Marketing research gives much
importance to accurate data collection and its critical analysis. Thus, in a Marketing
8

9. research, the data must be first collected accurately. That is, collected data or gathered
information must be accurate, reliable and relevant. Later, this information must be
systematically and critically examined before making any decisions.
Major players in Market Research
IMRB International
RNB Research
Hansa Research
Majestic Research
Five years trend in Marketing Research Industry
Trend 1: Data Streams Will Shift Researcher Focus
With the growing availability of data streams that reflect consumer behaviour, it is
essential that these sources be understood, harnessed, and mined in 2012. Technologies
such as in-store location monitoring, eye tracking, and others generate data that reveal
true consumer activity. Mining these streams will lead to superior marketing
results with a lessened reliance upon survey-based data -- and DIY survey tools in
particular. However, researchers will be required to review, interpret, and limit activities
based upon privacy policies to prevent alienating their audience and exposing
themselves to significant business and legal risk.
Trend 2: Mobile Devices Will Shape New Methodologies
With the exploding use of smartphones and tablets, researchers need to become
intimately familiar with how consumers actually use these devices. This knowledge
must then be translated into methodologies that minimize inconvenience levels and
maximize data quality. Simplified apps producing actionable data, single question
surveys, and other approaches that reflect how these devices are used will be essential to
developing and defending reliable research methods for this "new world."
Trend 3: Insights from Unstructured Text Will Become More Precise
9

10. More than any previous year, new technology will be developed in 2012 to accurately
interpret blogs, online comments, and Facebook postings. Such tools will provide
marketers and brand stewards with real-time insights that reduce the reliance upon
traditional data capture methods.
Trend 4: Completion Rates for Online Surveys Will Continue to Plummet
By no means is this a new trend, but the erosion of cooperation and completion rates
will continue. Surveys requiring more than 5 minutes will falter and data quality will
further suffer from random input. Regrettably, there will be no ability to correct datasets
as traditional approaches such as weighting and data bridging will be unsuccessful. And
we anticipate a larger presence of "survey bots" that will further reduce the accuracy of
and confidence in survey data.
Trend 5: Brands Will Accelerate Direct Access to Their Customers
Again, this is not a new trend -- but one that will continue to grow in importance and
pervasiveness. Large brands will invest heavily in dis-intermediating methods such as
Facebook, smartphone/tablet apps, and couponing to better understand their audiences
and drive sales. These coveted relationships will become the cornerstone for product
feedback and drive product innovation.
Trend 6: Research Patents Will Be Actively Enforced
With growing competition chasing stagnant research budgets, organizations with
patents will flex their muscle in 2012. This action is long overdue within the market
research industry. The coming patent wars will redefine the offerings of many research
firms and spark industry consolidation.
Trend 7: Overall Research Budgets Will Experience Limited Growth
Despite decades of growth, we expect the overall spending for market research will
grow at rates no greater than the CPI for the foreseeable future. Buyers of market
research will pass along cost containment pressures to their suppliers. The ability to
leverage technology and automate tasks will be essential for research organizations to
maintain margins.
10

11. Trend 8: Prices for Syndicated Research will Remain Stable; Custom Research
and Sample Access Will Decrease
As custom research and access to sample continue their drive toward commoditized
services, research buyers will be willing (and expect) to pay less. Regrettably, the use of
offshoring that once enhanced supplier margins will serve to limit pricing power given
perceptions of limited data quality. However, the unique insights provided by well
recognized analysts will enable syndicated research firms to maintain -- and perhaps
even increase -- prices.
Trend 9: New Skill Sets Will Be Required -- Paying Substantially More
Research professionals will need to develop the ability to manage large, disaggregated
datasets. In particular, researchers will need to master SQL and SAS/SPSS at a
minimum. Furthermore, researchers will be required to have a fundamental
understanding of the Internet and how it works -- technically. And those who possess
these skills will be in great demand -- easily commanding salaries between $100,000 to
$200,000 per year.
Trend 10: Job Hopping Becomes Popular Among the Most Skilled MR
Professionals
Researchers with the skills will job-hop seeking new challenges and greater
compensation. In an attempt to keep their best, retention measures (bonus, options, etc.)
will quietly become commonplace. For perhaps the first time in the MR industry,
compensation will be based upon what a researcher can do rather than what they have
dome’s
11

12. Company Analysis
Mission
To add value to clients - real value.To develop a learning culture that fosters innovation
and also to contribute to academia and policy makers. To develop a sustainable working
environment that is good and fair to us and our clients.
Vision
IMRB has demonstrated its vision and leadership in the Indian market by establishing
several industry wide measurements and rating systems. Notable amongst these is our
pioneering role in establishing India’s first TV rating system (TAM) and the creation of
social economic classification (SEC) system in India.
Organizational Structure
Work Flow Model Research:
Clients
Research
Field Director
Field Controller
Field Work
Analysis
Department is Market Research:
Research- Clients- servicing- understanding information
Methodology & tool, analysis collected information search for insights & reporting
Field- understanding design & data collection logistics, training data collection, data
collection & quality control
Analytics- data entry, analysing & formulating data
12

13. Commercial & administration
Clients- Research- Fieldwork- Analytics
HR details- Number of Employees
There are around 1200 employees in IMRB International Market Research Firm.
Product & Services
Advertising & Promotion research
Corporate & Employee research
Product & Packaging research
B2B & Industrial research
Customer Satisfaction research
Strategic Market research
Brand research
Channel & retail research
Pricing research
Customers
Our top clients include BAT Group, Bharti Group, Cadbury, Ford Group,
Frito Lay, GlaxoSmithkline, Heinz, Indian Airlines, ITC Group, Millward
Brown, Nestle, Pepsi Group, Reckitt Benckiser, Research International, TVS
Motors, Unilever Group, and VST and so on.
A few words from two of our esteemed clients:
“As a team they produce thoughtful proposals, excellent fieldwork and
presentations. They are constantly involved in the work. They feel like a
version of our own office…”
13

14. “IMRB showed a high degree of professionalism, rigor and discipline. An
excellent level of client servicing, need fulfilment, pro-activeness and
analytical focus.”
Competitors
Our Competitors are RNB Research, Hansa Research, Majectic Research etc.
Operational Processes
First of all we are given the project upon which we have to undertake
our market research.
After that we are given the data base & on that basis we have to
conduct the survey.
We have to make the calls & take the appointment of the clients.
We have to take the interviews & submit the final report to our
superiors who would conduct the market research.
Introduction of the project
The project was all about the taking the customer feedback of people who are using the
Broadband services. We wanted to know whether they are satisfied with the services
provided by Broadband services or not. We had to take the interviews of the customers
those who are using. We had to take the survey of the users of Broadband services
users.
Objective of the study
To conduct the market research for the customer feedback regarding the
broadband services they are using in their day to day life.
To know whether the customers are satisfied with the services provided
by the Telecom companies.
To know what extra services they are aspiring for or they want from us.
14

15. Chapter 2
Research Methodology
First of all we are given the project upon which we have to undertake our market
research.
After that we are given the data base & on that basis we have to conduct the
survey.
We have to make the calls & take the appointment of the clients.
We have to take the interviews & submit the final report to our superiors who
would conduct the market research.
Limitation of Study
The data base which we are given is inappropriate in nature. Sometimes the
numbers are proper & sometimes address are wrong. The database is not updated.
When a business person gives us appointment, they do not turn during the day of
the appointment. Some of them are uninterested while some do not pick up the
calls. His appointments are being fixed by the clients but when we go at their
place cancel the appointment or postpone the appointment. Sometimes they say
that they have not given us appointments.
15

16. Chapter 3
Analysis of Data Reasons for Net Connections & Customer feedback
Frequency Table
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Fair
1
16.7
16.7
16.7
Good
2
33.3
33.3
50.0
Very Good
3
50.0
50.0
100.0
Total
6
100.0
100.0
Seeing the above table we come to know that most of the customers are in the favour of
TATA Docomo.
Reasons for net connections
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Better speed
1
16.7
16.7
16.7
Better Speed
1
16.7
16.7
33.3
Better Technology
1
16.7
16.7
50.0
reasonable price
2
33.3
33.3
83.3
Speed
1
16.7
16.7
100.0
Total
6
100.0
100.0
Seeing the above table we come to know most of the customers are satisfied the prices
offered by TATA Docomo.
16

17. Service provider
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Call Center
1
16.7
16.7
16.7
Field Engineer
1
16.7
16.7
33.3
Retail Outlet
1
16.7
16.7
50.0
Sales Exe
3
50.0
50.0
100.0
Total
6
100.0
100.0
Seeing the above table we come to know that most of the customers contact Sales
executive
Statistics
Reasons for
Value of
Service
response of
Getting the
Money
N
net
connections
provider
enquiry
c
response
Valid
6
6
6
6
6
Missing
0
0
0
0
0
Response of enquiry
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Got response
5
83.3
83.3
83.3
Got Response
1
16.7
16.7
100.0
Total
6
100.0
100.0
Getting the response
Cumulative
Frequency
Percent
Valid Percent
Percent
17

18. Valid
Follow up
2
33.3
33.3
33.3
service provider
1
16.7
16.7
50.0
Service provider
3
50.0
50.0
100.0
Total
6
100.0
100.0
Mode of communication
Cumulative
Frequency
Valid
Welcome Call
Percent
6
Valid Percent
100.0
Percent
100.0
100.0
Billing process
Cumulative
Frequency
Valid
Accurate
Percent
6
Valid Percent
100.0
100.0
Percent
100.0
Net Problem
Cumulative
Frequency
Valid
Percent
Valid Percent
Percent
Not at all
3
50.0
50.0
50.0
Some time
1
16.7
16.7
66.7
Some Time
2
33.3
33.3
100.0
Total
6
100.0
100.0
Cumulative
Frequency
Valid
In a month
1
Percent
16.7
Valid Percent
16.7
Percent
16.7
18

19. In a month
3
50.0
50.0
66.7
In a Month
1
16.7
16.7
83.3
Rarely
1
16.7
16.7
100.0
Total
6
100.0
100.0
Chapter 4
Finding & Conclusion
After doing the research of Broadband services we came to know that most of
the customers were not satisfied with the broadband services. Some said that
the speed of the broadband service is not good. Some said its services are not
up to the mark.
There were other customers who were very happy about the speed & services
& were loyal towards it. They said they would continue with the broadband
services.
Therefore I feel that the Broadband services should concentrate on the
customers who do not like the speed & services of broadband services &
should improvise the speed & the services.
Suggestions
According to me, the services & speed of broadband services should be
improved so that more customers would be loyal to the broadband services.
19

20. Bibliography
References
Market Research RajendraNargunkar
Market Research
C.C Beri
http://www.imrbint.com/
20

21. Annexure
TTSL CSAT: Main questionnaire – GSM AND CDMA
Cellular Phone No
Customer’s name
Interviewer's name
Supervisor's name
Date of interview
did
mm
my
X1: CIRCLE
NORTH
EAST
DNCR
1
Rest Of North
CENTRAL
East
3
WEST
Central India
4
2
SOUTH
Mumbai
5
Andhra Pradesh
7
Rest Of Maharashtra
6
Karnataka
8
Kerala and TN
9
Name of Interviewer
Code:
Name of Supervisor
Code:
Back Checked
Accompanied
P
T
Scrutinized
TL
1
1
5
1
OFE
2
2
6
2
EIC
3
3
7
3
FM
4
4
8
4
Signature: _____________
Signature: _______________
Interviewed for
X2:
Signature: _____________
X5: USAGE
X7:
CLASSIFICATION
21

22. CONNECTION
(CODE FROM Q6 IN
SCREENER)
GSM
1
Airtel
1
<= 6 MONTHS
1
COCP
1
CDMA
2
Vodafone/Hutch
2
> 6 MONTHS
2
NON COCP
2
BSNL/MTNL
Trump
3
Reliance GSM
5
X6: CATEGORY
(CODE FROM Q6 IN
SCREENER)
Reliance CDMA
6
KDM
1
Idea
7
USER
2
BPL/LOOP
8
Tata Indicom/
Tata Docomo
CDMA
9
Tata Docomo
GSM
10
Uninor
11
Others
Specify_______
98
Good Day. My name is ___________ and I am calling from IMRB International, a leading market research
organization. We are doing a survey amongst customers of mobile services and we have randomly picked up your
number. Can we please ask you a few questions relating to your mobile service provider?
Before starting this interview, I wish to confirm that this interview complies with the Market Research Society of
India (MRSI) and International code of ethics for market research. Please be assured that all information given by
you will be kept strictly confidential and your name/contact details will not be revealed without your prior
permission
---
-----------
IF YES, CONTINUE ELSE TAKE ANOTHER APPOINTMENT
22

23. Thank you very much.
Refused
DK/CS
Poor
Fair
Good
V. Good
I am now going to ask some questions related to the ___________ (MENTION
THE CONNECTION CALLED ON) connection. Please give your feedback on a 5
point scale of Excellent, Very Good, Good, Fair and Poor
---
Excellent
OVERALL MEASURES
[SHOW CARD A]
1.
How would you rate the Overall quality of services provided by _________
(MENTION THE CONNECTION CALLED ON)? Would you say it
is………………(READ OUT SCALE)
—
5
4
3
2
1
88
99
—
IF CODED “DK/CS” (88) OR “REF” (99) IN Q1, THANK AND TERMINATE. ELSE CONTINUE
Q1
1.1
_________________________________________________________________________________________________________
5
—
4
3
2
1
88
Refused
DK/CS
Poor Value
Fair Value
Considering the value of relationship which is what you get in terms of
product and services as well as the relationship enjoyed, in relation to what
you get and what is paid for. How would you rate the Value of relationship
with _________ (MENTION SERVICE PROVIDER)? Would you say it
is……(READ OUT SCALE)
V. Good
Value
2.
Excellent
Value
[SHOW CARD B]
Good Value
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_____________________________________________________________________
99
23
Refused
DK/CS
Very High
priced
High priced
Moderately
priced
Low priced
[SHOW CARD C]
Very low
priced
—

24. 3.
Compared to what other mobile / wireless phone companies charge for
similar services, would you describe ________(MENTION THE CONNECTION
CALLED ON) as being………………(READ OUT SCALE)
5
----
–
4
3
2
1
88
99
[SHOW CARD D]
_________ is a reputed and a trusted company
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Refused
2
Disagree
3
Agree
4
Strongly Agree
5
b.
DK/CS
a.
Strongly Disagree
BRAND IMAGES
I am now going to read out some statements. Please tell me your level of
agreement with the following statements on a 5 point scale with ‘5’ being
‘Strongly Agree’ to ‘1’ being ‘Strongly Disagree’.
Neither Agree nor disagree
4.
________ provides value for money
--
c.
_________ has widespread network reach
------------------
d.
________ has outstanding customer service
-----
e.
__________ uses Latest technology
----
f.
_________ is easy to connect
----
g.
_________ offers network reliability
--
24

25. h.
________ offers one-stop solution or a multitude of services provided by
one provider
5
i.
_________ products and services to specific needs with a customized
solution
4
3
2
1
88
99
5
-----
4
3
2
1
88
99
---
88
1
88
Refused
DK/CS
Disagree
Neither Agree nor disagree
1
Considering the quality of services that you get from ________ (MENTION
THE CONNECTION CALLED ON), you believe ________ (MENTION THE
CONNECTION CALLED ON) deserves your commitment & Loyalty.
5
—
6.
Strongly Disagree
5.
Agree
ATTITUDINAL LOYALTY
I am now going to read out some statements. Please tell me your level of
agreement on a 5 point scale with ‘5’ being ‘Strongly Agree’ to ‘1’ being
‘Strongly Disagree’
Strongly Agree
[SHOW CARD D]
–
It would matter a lot to you if the service provided by ________ (MENTION
THE CONNECTION CALLED ON) was not available & you had to choose
another service provider.
–
5
4
4
3
2
3
2
99
99
5
4
3
1
88
25
Refused
Not very likely
2
DK/CS
How likely are you to continue using ___________ services during the next
1yr? Would you say it is ………….
Not at all likely
7.
Somewhat likely
I am now going to read out some statements. Please tell me your likelihood on a
5 point scale with ‘5’ being ‘Extremely Likely’ to ‘1’ being ‘Not at all likely’.
Very likely
BEHAVIOURAL LOYALTY
Extremely likely
[SHOW CARD E]
99

26. 8.
How likely are you to recommend ____________ to your friends/
colleagues? Would you say it is …………….
5
4
3
2
1
88
SERVICE EXPERIENCE
26
99

27. 9.
Could you please tell me the top 3 reasons for considering _______ (MENTION SERVICE PROVIDER) over other connection for your office?
(MULTIPLE CODING)
---------------------
Statements
Reasons considered
Better speed & connectivity
1
Trusted Brand Name /Company
2
Due to discounts/ Promotional Schemes offered
3
Due to reasonable price offered
4
Due to better technology offered
5
Being the only option available
7
Have heard good things about the service offered by the company
8
Bundled applications & services which suits my business needs
9
Other reasons (Specify) ___________________
11
Decision was taken by my company’s Administrative/IT Department
12
27

28. SECTION 1: ENQUIRY PROCESS
SECTION 1 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6)
Q6
10. Could you please tell me how did you get in touch with _____________ (MENTION SERVICE PROVIDER)? POST CODE IN THE LIST BELOW
--____________________________________________________________________________________________________
Particulars
Code
Website Registration / Online Enquiry – Applied online for the connection
1
-------------------------------Called up the call center
2
Sales Executive
3
Tech Fair / Exhibition
4
Visited service providers Walk-In center/Retail outlet
5
Others (Please specify) __________________________
9
11. After lodging an enquiry, did you get a response from _____________ (MENTION SERVICE PROVIDER)?
—
Got response from service provider
CONTINUE
1
Had to follow up with service provider
SKIP TO Q14
2
DK/CS
SKIP TO Q14
3
28

29. 12. In how many days did you get a response from _____________ (MENTION SERVICE PROVIDER)? POST CODE IN GRID BELOW
--Within 1 day
1
1
– 4 days
-
2
5 – 7 days
3
More than 7 days
4
Got no response till date
5
13. How did you get the response from _____________ (MENTION SERVICE PROVIDER) to your query?
------E-mail
1
Telephonic - Got a call from service provider confirming the enquiry
2
-----
5
14. How would you rate your overall experience with ________ (MENTION
4
3
2
1
88
SERVICE PROVIDER) during the enquiry process?
IF CODED “DK/CS”(88) OR “REF”(99) IN Q14 SKIP TO Q16, ELSE CONTINUE
Q14
Q16
29
Refused
[SHOW CARD A]
DK/CS
5
Poor
DK/CS
Fair
4
Good
Others (Please specify)______
V. Good
3
Excellent
Got an SMS confirmation
99

30. 14.1 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q14+ Why do you say so?
Q14
_____________________________________________________________________________________________________________
Refused
DK/CS
4
3
2
1
88
99
Correctness of the information in response to your enquiry
5
4
3
2
1
88
99
Time taken to respond to your enquiry
5
4
3
2
1
88
99
d.
Completeness of information in the response
5
4
3
2
1
88
99
e.
Overall clarity of response to your enquiry
5
4
3
2
1
88
99
Ease of getting in touch with _____ (MENTION SERVICE PROVIDER)
Fair
5
15.
Good
Poor
Excellent
[SHOW CARD A] I am now going to ask you to rate your experiences on
some specific parameters related to Enquiry process of ________
(MENTION SERVICE PROVIDER)
-----
V. Good
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
______________________________________________________________________________
---
a.
b.
c.
SECTION 2: APPLICATION PROCESS
SECTION 2 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6)
Q6
16. 1 Kindly let us know, if you have opted for Tata Docomo through MNP (MOBILE Number Portability)?
Yes
5
No
1
Dk/CS
9
30

31. 16.2 Thinking about all the touch points/channels you interacted with during your application process for (MENTION SERVICE PROVIDER),
please tell me whom did you contact. MULTICODING POSSIBLE
Sales executive met me
1
Walk-in at the retail outlet/office
2
Others (Please specify)_____________________
9
[SHOW CARD A]
Excellent
V. Good
Good
Fair
Poor
DK/CS
Refused
----------
17. How would you rate your experience of interacting with the sales person of
5
4
3
2
1
88
99
________ (MENTION SERVICE PROVIDER) during the application process?
IF CODED “DK/CS”(88) OR “REF”(99) IN Q17 SKIP TO Q20, ELSE CONTINUE
Q17
Q20
17.1 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q17] Why do you say so?
Q17
Fair
Poor
DK/CS
Refused
Presentability of the sales executive
Good
18.
V. Good
[SHOW CARD A] I am now going to ask you to rate your experiences on
some specific parameters related to Enquiry process of ________
(MENTION SERVICE PROVIDER)
Excellent
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________
5
4
3
2
1
88
99
a.
31

32. Courteousness of the sales executive
5
4
3
2
1
88
99
Ability to understand your requirements
5
4
3
2
1
88
99
d.
Responsiveness to your query
5
4
3
2
1
88
99
e.
Ability to provide information and explanation on plans/schemes available
5
4
3
2
1
88
99
d.
Ability to suggest the appropriate plan and special offers
5
4
3
2
1
88
99
e.
Ability to explain features/services of the GSM/CDMA connection
5
4
3
2
1
88
99
f.
Explained & suggested various business applications & services that service
provider can offer to meet your business needs
5
4
3
2
1
88
99
g.
Ability to guide you on the documents required to be submitted for the
connection
5
4
3
2
1
88
99
h.
Proactive update & communication on the status of the application
5
4
3
2
1
88
99
b.
c.
ASK Q19 ONLY IF 4/5 CODED IN Q18 E
Q18E
Q19
19. Could you please recollect which special features/services did the sales person mention about _______ (MENTION SERVICE
PROVIDER)?
-----_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________________________________________________
_________________________________________________________________________________
32

33. Refused
DK/CS
Poor
Fair
Good
Excellent
[SHOW CARD A]
V. Good
SECTION 3: PLAN OPTIONS/ TARIFF-SCHEMES
25. How would you rate your overall satisfaction with the plan options
offered by ________ (MENTION SERVICE PROVIDER)?
5
4
3
2
1
88
99
IF CODED “DK/CS”(88) OR “REF”(99) IN Q25 SKIP TO Q27, ELSE CONTINUE
Q25
25.1
Q27
*ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q25+ Why do you say so?
Q25
___________________________________________________________________________________________________
a.
Availability of a variety of tariff options which meets your business
requirement
Refused
DK/CS
Poor
Fair
-----
Good
26.
V. Good
[SHOW CARD A] I am now going to ask you to rate your experiences on
some specific parameters related to plan options of ________
(MENTION SERVICE PROVIDER)
Excellent
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
______________
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Range of plans available, i.e. 3G/ 2G Data plans /Unlimited CUG plans
b.
Availability of bundled plans which offers inbuilt value added services
along with access
c.
SECTION4: ACTIVATION
33

34. ACTIVATION SECTION TO BE ADMINISTERED ONLY FOR CUSTOMERS HAVING AON<6 months
AND ARE NON COCP i.e. ONLY IF CODED “02” IN X7, ELSE SKIP TO NETWORK
1
88
1
88
1
88
Refused
DK/CS
Fair
Good
Poor
—
V. Good
Now I am now going to ask you to rate your experiences with ________
(MENTION THE CONNECTION CALLED ON) on some specific
parameters relating to Activation on a 5-point scale. Excellent, Very good, Good,
Fair and Poor. Please tell me
Excellent
[SHOW CARD A]
—
-
27. How would you rate your overall experience with ________ (MENTION
THE CONNECTION CALLED ON) during the activation of the connection?
-—
5
4
3
2
99
b.
c.
Yes
[SHOW CARD F]
4
Were you committed a time period within which
_________________ (MENTION SERVICE PROVIDER)would
complete the installation?
—
5
Was your connection activated correctly with all the subscribed
features and facilities?
5
d.
Did you have to re-submit the documents for any reason?
e.
After activation, was your connection barred/ disconnected by
________ (MENTION THE CONNECTION CALLED ON)
5
ASK ONLY IF CODED 5 (YES) IN Q28e ELSE GO TO Q29
f.
Yes
5
Were you satisfied with the time taken to re-connect your mobile
connection?
5
2
3
2
1
1
1
1
1
99
99
Ref
5
3
99
88
99
88
99
88
99
88
Ref
Time taken for activation after documentation is completed
4
DK/
CS
5
No
a.
How do you rate ________ (MENTION THE CONNECTION CALLED
ON) on the following
–
No
28.
DK/C
S
IF CODED “DK/CS”(88) OR “REF”(99) IN Q27 SKIP TO Q29, ELSE CONTINUE
99
88
34

35. 28g.
How many days were you committed for completing the activation
28h.
In how many days were the activation actually completed after
submitting documents and cheque to (MENTION SERVICE
PROVIDER)?
Promised Time
Actual Time
Expected Time
1
1
1
2
2
2
3
3
3
4
4
4
9
9
9
28i.
What was the expected time for completing the activation?
Within 2 days
2
– 5 days
-
6 – 7 days
More than 7 days
Don’t know/Can’t say
SECTION 5: NETWORK
29.1
4
2
1
88
Refused
Fair
3
DK/CS
5
Poor
READ BELOW TEXT IF RESPONDENT DOES NOT UNDERSTAND
By Network I mean Voice Clarity, network coverage, connectivity to
numbers, sending SMS etc.
Good
(MENTION THE CONNECTION CALLED ON) Network?
V. Good
29. How would you rate your overall experience with ___________
Excellent
[SHOW CARD A]
99
IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN Q29 SKIP TO Q34, ELSE CONTINUE
(ASK IF CODED 2 OR 1 IN Q29) Why do you say so?
-
5
4
2
1
88
35
Refused
Fair
Good
3
DK/CS
Voice Clarity i.e. voice breaking, crackling etc.
Poor
a.
V. Good
Excellent
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
30. How do you rate ________ (MENTION THE CONNECTION CALLED ON)
___
on
99

36. Continuous connection without calls drops / Call disconnection
d.
Connectivity to ________ (MENTION THE CONNECTION CALLED
ON) mobilenumbers
–
5
e.
Connectivity to mobile or landlinenumbers of other operators
5
f.
Sending of SMS / instant delivery of SMS
5
Have you ever used ________ (MENTION THE CONNECTION
CALLED ON) connection while roaming?
4
4
4
3
2
3
2
3
2
3
2
Have you faced any Network issues in the past one month?
1
88
1
88
1
88
Fair
3
2
1
8
8
32.
5
99
99
99
99
99
99
DK/CS
88
No
Yes
4
Good
V.
Good
Excell
ent
5
88
1
5
IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN Q12 SKIP TO Q13, ELSE CONTINUE
How would you rate your network experience with ________
(MENTION THE CONNECTION CALLED ON) while roaming?
31a.
1
Poor
31.
4
88
1
Refus
ed
5
1
9
9
Ref
Availability of network coverage in your city
2
Dk/cs
c.
3
D
k
/
c
s
R
e
f
4
N
o
5
Y
e
s
b.
9
9
88
IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN QS32 SKIP TO QS34, ELSE CONTINUE
33. Which of these Network Quality Issues have you experienced?
ASK ONLY IF CODED 5 (YES) IN 32 ELSE SKIP TO 34.
(MULTIPLE CODING POSSIBLE)
a.
Call Drop
1
b.
Congestion
2
c.
d.
e.
3
Echo
4
Fluctuating signal strength
Others__________(Please Specify)
98
SECTION 6: WEBSITE
36

37. 34. Thinking about last 3 months can you please let me know how many times have you visited _______ (MENTION SERVICE
PROVIDER) website?
Once in a month
4
Less often than once a month
5
Very rarely
6
Excellent
ASK Q35 IF CODES 1-3 in Q34 ELSE SKIP TO NEXT SECTION
[SHOW CARD A]
Q
Q35
1
88
Refused
3
DK/CS
Once in fifteen days
Poor
2
Fair
2-3 times a week
Good
1
V. Good
Visit the website regularly (Each time I log onto Internet)
35. How would you rate your overall satisfaction with ________ (MENTION
5
SERVICE PROVIDER) website?
4
3
2
99
IF CODED “DK/CS”(88) OR “REF”(99) IN Q35 SKIP TO Q37, ELSE CONTINUE
Refused
DK/CS
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Fair
4
Good
5
Ease of understanding the information/content provided on the website
a.
Overall Look and feel of the website
Ease of navigating through the website
36.
Poor
[SHOW CARD A] I am now going to ask you to rate your experiences on
some specific parameters related to ________ (MENTION SERVICE
PROVIDER)’s website
V. Good
Q37
Excellent
Q35
b.
c.
-------
SECTION 7: BILLING
7
SECTION 7 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6)
37

38. 2
1
88
Refused
Fair
Good
3
DK/CS
4
Poor
5
V. Good
Excellent
37. How would you rate your overall satisfaction with the billing process of
99
________ (MENTION SERVICE PROVIDER)?
IF CODED “DK/CS”(88) OR “REF”(99) IN Q37 SKIP TO Q41, ELSE CONTINUE
Q37
37.1
Q41
*ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q37+ Why do you say so?
Q37
Refused
DK/CS
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Ease of payment
5
4
3
2
1
88
99
Range of payment options
5
4
3
2
1
88
99
Fair
4
Accuracy of the bills
Good
5
Bill is detailed and clear
38.
Poor
V. Good
[SHOW CARD A] I am now going to ask you to rate your experiences on
some specific parameters related to the billing process of ________
(MENTION SERVICE PROVIDER)
Excellent
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
__________
a.
Bills received on time
---
b.
c.
d.
e.
38

39. Number of days available to make payment within due date
5
4
3
2
1
88
99
Time taken to resolve billing related issues, if any
5
4
3
2
1
88
99
Satisfaction with resolution provided for billing related issues
5
4
3
2
1
88
99
f.
g.
h.
39. Could you please tell me through which channel do you most often pay your__________ (MENTION SERVICE PROVIDER) bills?
4
Pay via collection agents
5
[SHOW CARD A]
40. How would you rate your overall satisfaction with the mode of bill
5
4
3
2
Refuse
d
Online payment (Net Banking /Credit Card)
DK/CS
3
Fair
Standing Instruction to bank to Auto debit the account
Poor
2
Good
Pay at Company outlet/Office /Retail Outlets
V.
Good
1
Excelle
nt
Cheque drop boxes
1
88
99
payment ________ (MENTION SERVICE PROVIDER)?
SECTION 8: VAS
Ref
No
Yes
CONNECTION CALLED ON)?
Dk/cs
41. Do you use Value Added Services provided by ________ (MENTION THE
READ BELOW TEXT IF RESPONDENT DOES NOT UNDERSTAND
By Value Added Services I mean services like caller tunes, voice chat, songs
and games download etc.
5
1
99
88
39

40. 3
2
1
88
Refused
DK/CS
4
Poor
5
Fair
Services provided by ________ (MENTION THE CONNECTION CALLED
ON)?
ASK ONLY TO THOSE WHO SAID “YES” IN Q41
V. Good
Excellen
t
42. How would you rate your overall experience with the Value Added
Good
IF CODED “NO” (1) OR “DK/CS”(88) OR “REF”(99) IN Q41 SKIP TO NEXT SECTION, ELSE CONTINUE
99
5
b.
Ease of deactivation of Value Added Services
5
c.
Overall quality of 2G data speed
5
4
4
4
2
3
2
3
2
1
88
1
88
1
88
Refused
Fair
3
DK/CS
Ease of activation of Value Added Services
Poor
a.
V. Good
Excellent
How would rate ________ (MENTION THE CONNECTION CALLED ON)
on
Good
IF CODED “DK/CS”(88) OR “REF”(99) IN Q42 SKIP TO Q43, ELSE CONTINUE
99
99
99
SECTION 9: COMMUNICATION
9
[SHOW CARD F]
Yes
No
DK/ CS
Ref
5
1
88
99
Do you remember receiving any communication from ____________
------------------(MENTION SERVICE PROVIDER)?
43.
IF CODED “YES”(05) IN Q43, GO TO Q44 ELSE SKIP TO NEXT SECTION
Q43
Q44
40

41. 44. Thinking about the modes of communication from ____________ (MENTION SERVICE PROVIDER) which modes of
communication do you remember receiving?
—
E –mailers
Phone calls
Physical mailers by post
SMS
None
DK/CS
1
2
CONTINUE
3
4
5
GO TO NEXT SECTION
6
41

42. 45. What communication do you remember receiving from __________ (MENTION SERVICE PROVIDER)?
—
Welcome Call
1
First bill explanation call
2
Virus alerts
3
Festival greetings
4
E-mailers on value added services
5
Mailers on new products/ services
6
About newly added features
7
Communications on new promotions/offers
8
About downtime of server
9
Reminders for renewals / bill payment
10
Communication via Social Media (Facebook , Twitter, Blogs)
11
Others(specify)___
_________
Others(specify)___
________
88
99
42

43. 4
2
1
88
Refused
Fair
Good
3
DK/CS
5
Poor
46. How would you rate your overall satisfaction with________ (MENTION
V. Good
Excellent
[SHOW CARD A]
99
SERVICE PROVIDER) communication?
IF CODED “DK/CS”(88) OR “REF”(99) IN Q46 SKIP TO Q48, ELSE CONTINUE
46.1
*ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q46] Why do you say so?
Q46
Refused
DK/CS
4
3
2
1
88
99
Content of the communication
5
4
3
2
1
88
99
Relevance of the communication
5
4
3
2
1
88
99
Ease of Understanding the communication
5
4
3
2
1
88
99
Mode of communication
5
4
3
2
1
88
99
Fair
5
Good
Frequency of communication
47.
Poor
V. Good
[SHOW CARD A] I am now going to ask you to rate your experiences on
some specific parameters related to the communication of ________
(MENTION SERVICE PROVIDER)
Excellent
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
__________
a.
b.
c.
d.
e.
EXPERIENCE ON SPECIFIC TOUCH POINTS
43

44. 48. A. Thinking about last 3 months can you please tell me which of the below touch points have you interacted with for your
complaints/problems/request or any other query? (MULTI-CODING POSSIBLE)
Call Center
1
GO TO SECTION 10
Online via Email
3
GO TO SECTION 11
Walk –In centers /Retail outlets
4
GO TO SECTION 12
Sales Executive
5
GO TO SECTION 13
Higher authority at the company (Nodal officer)
6
GO TO SECTION 14
Have not contacted my service provider
7
GO TO SUGGESTIONS
48b. Can you help us identify the preferred touch point(S) for the following requirements:
----
Query
Complaint
Service Request
Product/ Service
Info
Others (Please
Specify)
Channel Partner
Call Center
Field Engineer
Online Contact
SECTION 10: CALL CENTER
10
ASK Q49-55 ONLY IF CODED 1 (CALL CENTER) IN Q48 ELSE SKIP TO SECTION 10
Q4
Q49-55
10
44

45. [SHOW CARD G]
49. What was the reason for the call? Was it a.........
(MULTIPLE CODING)
Complaint
1
CONTINUE
2
SKIP TO Q52
3
SKIP TO Q52
4
a.
SKIP TO Q52
Query
b.
Request
c.
Understanding a new service offering from the provider
d.
50. Could you please think and tell me how many complaints/problems you have reported to ____________ (MENTION SERVICE
PROVIDER) in the last 3 months?
–
51. Could you please tell me what has been your most frequent complaint/ problem that you have encountered with _____________
(MENTION SERVICE PROVIDER) Internet connection?
1
2
3
4
5
6
8
9
19
Inconsistent Bandwidth
Frequent downtimes/ Link down
Inaccurate billings
High latency /Packet drop
Others (Pls Specify)_
________________
Inconsistent Bandwidth
Frequent downtimes/ Link down
Payment not credited in the system
Others (Pls Specify)________
________________
The problem/request was resolved by call centre
1
ASK Q53
3
GO TO SUGGESTIONS
The problem/request is in the process of being resolved
52. Which of the following statements best describes the response on your problem/request by___________ (MENTION SERVICE
PROVIDER) call center?
Not sure on the status of the problem/request
4
GO TO SUGGESTIONS
45

46. Satisfaction with the resolution
Refused
DK/CS
Poor
Fair
5
Time taken for the resolution
b.
4
3
2
1
88
99
5
a.
53.1
Good
PROVIDER) call centre on the way your problem /request was resolved?
V. Good
53. How satisfied are you with the___________ (MENTION SERVICE
Excellent
[SHOW CARD A]
4
3
2
1
88
99
*ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q53a+ Why do you say so?
Q53a
Excellent
V. Good
Good
Fair
Poor
DK/CS
Refused
Excellent
V. Good
Good
Fair
Poor
DK/CS
Refused
_______________________________________________________________________________________________________
[SHOW CARD A]
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
_______________________________________________________________________________________________________
________
54. How would you rate your overall experience with ________ (MENTION
SERVICE PROVIDER)’s Call Centre on how they handled your
________________ (READ OUT AS CODED IN Q48) when you called last?
5
4
3
2
1
88
99
–
[SHOW CARD A]
55. I am now going to ask you to rate your experiences on some specific
parameters related to call centre of ________ (MENTION THE
CONNECTION USED) on the same 5-point scale…
Ease of getting through to the ____________(MENTION THE
CONNECTION USED) call center executive
a.
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Courteousness of the call center executive
b.
Helpfulness of the call center executive
c.
46

47. ____________(MENTION THE CONNECTION USED) call center
representatives ability to understand your problem/request
d.
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Ease of understanding the instructions given ____________(MENTION
THE CONNECTION USED) call center representatives
e.
Ability of ____________(MENTION THE CONNECTION USED) call center
executive to provide helpful/satisfactory information
f.
SECTION 11: ONLINE REPORTING
ASK Q56-57 ONLY IF CODED 3 (ONLINE VIA EMAIL) IN Q48 ELSE SKIP TO NEXT SECTION
Refused
DK/CS
Poor
Fair
Good
[SHOW CARD A]
V. Good
Q56 57
Excellent
Q48
56. How would you rate your overall experience with online reporting of
________ (MENTION SERVICE PROVIDER).
---
5
4
3
2
1
88
99
-------
—
47
Refused
DK/CS
Poor
Fair
Good
parameters related to online reporting of ________ (MENTION SERVICE
PROVIDER) on the same 5-point scale…
V. Good
57. I am now going to ask you to rate your experiences on some specific
Excellent
[SHOW CARD A]

48. Promptness in acknowledging you email
a.
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Follow-up with ____________(MENTION SERVICE PROVIDER) once you sent
them an e-mail
b.
c.
–
-
Timeliness of providing the resolution
Satisfaction with the resolution provided
d.
SECTION 12: WALK IN CENTRES/ RETAIL OUTLETS
ASK Q58-60 ONLY IF CODED 4 (WALK IN CENTER/ RETAIL OUTLET) IN Q48 ELSE SKIP TO SECTION 13
Q48
Q58-60
13
58. Kindly let us know, the reason for your visit to the Walk in centres/Retails outlets. POST CODE LATER
Inconsistent Bandwidth
1
Frequent downtimes/ Link down
2
Inaccurate billings
Inability to connect to the network
3
E-mail related
5
Difficulty in accessing the call center
6
Encountering problem while paying online
8
Payment not credited in the system
9
Refused
DK/CS
Poor
19
Fair
____________________
Good
Others (Pls Specify)____
V. Good
[SHOW CARD A]
Excellent
4
59. How would you rate your overall experience with the walk in centres/ retail
outlets of ________ (MENTION SERVICE PROVIDER)?
5
4
3
2
1
—
48
88
99

49. [SHOW CARD A]
—
Refused
DK/CS
Poor
Fair
Good
V. Good
parameters related to walk in centres/ retail outlets of ________ (MENTION
SERVICE PROVIDER) on the same 5-point scale…
…
Excellent
60. I am now going to ask you to rate your experiences on some specific
Promptness in attending to you
a.
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Courteousness of the executive attending to you at walk-in center /retail
outlet
b.
Helpfulness shown by the executive atwalk-in center /retail outlet
c.
Ability of the executive atwalk-in center /retail outlet to understand your
query/request/problem
d.
5
4
3
2
1
88
DK/CS
Satisfaction with the resolution provided to your query/request/problem
Poor
e.
Fair
Ability of the executive to correctly update you on the status of your
query/request/problem.
99
f.
SECTION 13: SALES EXECUTIVE
49
Refused
Good
V. Good
[SHOW CARD A]
Excellent
ASK Q61-62 ONLY IF CODED 5 (SALES EXECUTIVE) IN Q48 ELSE SKIP TO SECTION 14

50. 61. How would you rate your overall experience with the sales executive of
________ (MENTION SERVICE PROVIDER)?
5
4
3
2
1
88
99
---—
[SHOW CARD A]
Refused
DK/CS
Poor
Fair
Good
V. Good
parameters related to sales executive of ________ (MENTION SERVICE
PROVIDER) on the same 5-point scale…
Excellent
62. I am now going to ask you to rate your experiences on some specific
Ease of getting in touch with the sales executive
a.
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Ability of the sales executive to understand your query/problem
b.
Effectiveness of theinformation provided by sales executive to resolve the
problem
c.
SECTION 14: NODAL OFFICER
ASK Q63-65 ONLY IF CODED 6 (NODAL) IN Q48 ELSE SKIP TO SUGGESTIONS
Refused
DK/CS
Poor
Fair
Good
[SHOW CARD A]
V. Good
Q63-Q65
Excellent
Q48
63. How would you rate your overall experience with the nodal officer of
________ (MENTION SERVICE PROVIDER)?
—
5
4
3
2
1
50
88
99

51. [SHOW CARD A]
----
DK/CS
Poor
Fair
Good
Refused
…—
V. Good
parameters related to nodal officer of ________ (MENTION SERVICE
PROVIDER) on the same 5-point scale…
Excellent
64. I am now going to ask you to rate your experiences on some specific
Ability of the nodal officer to understand your problem
a.
5
4
3
2
1
88
99
5
4
3
2
1
88
99
5
4
3
2
1
88
99
Promptness of the nodal officer in acknowledging your problem
b.
Ability of the nodal officer to resolve your problem
c.
[SHOW CARD F]
Yes
No
DK/ CS
Ref
5
1
88
99
Could you please tell me if somebody from (MENTION SERVICE
PROVIDER)seeked your confirmation for the problem /request/query
closure?
65.
—
---
SUGGESTIONS
66. Could you please suggest three ways in which ____________ (MENTION SERVICE PROVIDER) could improve its products and
services?
---
_____________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________
_____________________________________________________________________________________________________________________
________________________________________________________
CLASSIFICATION
51

52. 67. Could you please look at this card and tell us the industry which your business operates in?
1
Healthcare (Clinics/Pathological labs/Nursing
Homes/Hospitals)
12
Any Manufacturing Sector
Any other Service Sector
2
Hospitality (Hotels/Restaurants)
13
Service Centers/Automobile dealers
3
Import/ Export House/Business
14
CA/Legal firm/Architects
4
IT/Software development/Web Designing
15
Call Center/ BPO's/KPO's
5
Logistics/Shipping/Courier
16
6
Retail Outlet /Showroom -Electronics/Computer/Mobile
-
17
7
Retail Outlet/Showrooms - FMCG/Pharma/Apparels
-
18
Advertising /Printing Supplies
8
Tours/Travel Agencies
19
Cyber Cafes
9
Distributor /Wholesaler
20
Construction /Real Estate
Consulting / Research/ Media/ Event
Mgmt/Marketing Communications
System Integrator/Value added reseller of products & services
10
21
Education Inst/Coaching Classes/College
Finance/ Banking/ Insurance/ Share Broker
11
Others (Please Specify)
22
52

53. 68. And could you also tell us the annual turnover of your business?
Less than Rs. 25 Lacs
1
Rs. 25 Lacs – 50 Lacs
2
Rs. 51 Lacs – 75 Lacs
3
Rs. 76 Lacs – 1 Crore
4
Rs. 1.1 Crores – 2 Crores
5
Rs 2.1 Crores – 5 Crores
6
More than 5 Crores
9
Do not want to disclose
9
69. Could you also tell us the number of employees currently working in your company?
1
9 – 49 50 – 99
2
-
100 – 249
-
3
250 – 500
-
4
Do not want to disclose
9
70. Could you please tell us the number of branches your company has?
1
1
2
2
3-4 -
3
5 and above
4
Do not want to disclose
9
53

54. 71. Would you please give IMRB permission to reveal your name and contact details to ______ (MENTION SERVICE PROVIDER)?
--Yes
5
No
1
Thank you for your time
54