Mobile Customer Satisfation survey

[abdull...@gmail.com]

Please help me in establishing a report on Customer churn reasons and how we can control it.

If you have trouble viewing or submitting this form, you can fill it out online:
https://docs.google.com/forms/d/1DWLCSqJmL2nn7HEZTeGPwPqoLhGFNXw4CseQ6gyOzfw/viewform

Customer Satisfation survey

Please indicate your gender: * *
Male/Female
• Male
• Female
Please indicate your cell phone connection type *
postpaid/pre-paid
• Post Paid
• Pre Paid
City *
Your current city name
Please indicate your Age: * *
years
Less than 15 15~25 26~35 35~50 Above 50
Have you changed your mobile service provider in the past 1 year? Switched sims e.g from Telenor to Mobilink *
Yes or No
• Yes
• No
How many SIM Cards do you own? *
• 1
• 2
• 3
• 4
• above 5
If you have ever or if you would ever switch your mobile service provider, please indicate the reason why you would do so? *
• Better competitor pricing
• Attractive competitor branding and marketing
• Poor network quality and coverage
• Social Groups (network changed by friends and family)
• Poor customer services
• Better value added services
How important is a helpful customer care agent in your decision of staying with your service provider? *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
What do you like most about your current service provider? *
reason
• Low Price
• Network Coverage
• Value added service
• Brand Image
• Customer care service
• Friend and Family
What do you like the least about your current service provider? *
reason
• Low Price
• Network Coverage
• Value added service
• Brand Image
• Customer care service
• Friend and Family
Do you intend to switch SIMs in the near future ? *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
A good service provider is the one with the cheapest rates available *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
I would much rather try a call again in case I am unable to make calls, rather than pay higher price for better call connectivity *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
I chose my service provider because it offers the best coverage and quality *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
I use my phone mostly during times when the call rates are less *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
My service providers' advertising appeals to me *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
My service provider provides me the widest range of value added services * Calls, SMS bundles, Internet buckets, MMS, ring back tones, incoming call screening, GPRS etc *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
I relate with my service provider's brand ambassador *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
I am happy with the service provider because of its network coverage *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
The customer care services are helpful and supportive in handling queries *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
I am happy with the clarity of voice and signals on my service provider *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
I am happy with the clarity of voice and signals on my service provider *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
My network keeps its promises *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
i chose my network for its simple billing and charging *
* 1 being the least important and 5 being the most important
• 1
• 2
• 3
• 4
• 5
My average monthly mobile usage in terms of rupees is *
Pkr
• less than 200
• 200~500
• 500~1000
• above 1000
Which Mobile company you prefer? *
• Mobilink
• Telenor
• warid
• Ufone
• Zong
Why you like Mobilink? *
• Price
• Good brand
• Network Quality
• Ease of use
• Good payment options
• No other option available
Why you want to left Mobilink connection? *
• High Price
• Bad brand image
• low Network Quality
• Difficult to use
• poor financial services
• Due to friend and family
If you want to leave Mobilink connection, which company is your next choice? *
Company
• Telenor
• warid
• Ufone
• Zong
If you want to leave Mobilink connection, which company is your next choice?
Service provider
• Option 1
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