Fwd: FPT ADSL Internet customer communication

[K45E KTNT]

---------- Forwarded message ----------
From: trang dang <tran...@gmail.com>
Date: Wed, Dec 2, 2009 at 12:04 AM
Subject: Fwd: FPT ADSL Internet customer communication
To: k45e...@gmail.com

---------- Forwarded message ----------
From: <linh...@gmail.com>
Date: Tue, Dec 1, 2009 at 10:48 PM
Subject: FPT ADSL Internet customer communication
To: tran...@gmail.com

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FPT ADSL Internet customer communication

Hi everyone. We are a group of students from Faculty of Management and Tourism, Hanoi University. We are doing a research paper on the effectiveness of the communication between FPT Internet provider and its customers.
This questionnaire is designed to help us obtain data. It will take only 2-3 minutes to complete. We appreciate your responses, and value your opinions. We’ll use your opinions to take stock of the communication and support and to make improvements.

On behalf of our group, we sincerely thank for your kind help and cooperation.

If your have any question related to our research paper, please feel free to contact us at haphu...@gmail.com or linh...@gmail.com.

1. Among the following internet providers, which one are you using?

• FPT
• VNPT
• Viettel
• VNN
• Other:

2. Where did you find the information about FPT? If you are using FPT ASDL

• Newspaper ads
• TV commercials
• Friends
• Websites
• Google
• Other:

3. Have your internet broadband ever been cut?

• Yes
• No

4. If yes, did FPT send you a notice?

• Yes
• No
• I dont know

5. When FPT add 5,000 VND into your bill monthly as a collection fee, your response is

• Shrug, Acceptable
• Angry, but must accept it
• Change your paying bill habit by coming to FPT agency to pay
• Very angry, switch to another Internet provider
• Other:

6. If you don’t agree to pay the collection fee, please specify your reason

• The policy is changed after I signed the contract
• 5,000VND is too much for a collection fee
• Other:

7. If you don’t agree to pay the collection fee, what can you do to express your opinion?

• Call to the FPT customer service
• State on public forums or blogs
• Switch to other providers
• Other:

8. Have you ever called to hotline?

• Yes
• No

9. If yes, how do you feel about the following statement

		Agree	Disagree
 I only need to wait for a short time before someone pick up the phone
 I am explained carefully by the answerers
 My complaints are recorded seriously by the answerers

10. Considering everything, how satisfied are you with the hotline support?

	1	2	3	4	5
Not satisfied						Satisfied

Do you have any suggestion to improve FPT Internet customer service?

Please fill in your name and email or telephone number in case we need to contact you later

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DangTrang