MAXIS’S CUSTOMER SATISFACTION SURVEY

Name: ____________________________________

1. What is your gender?

Female Male

2. What is your age?

20-30 31-40 41-50

3. What is your race?

Malay Indian Chinese Others

4. What is your religion?

Islam Hindu Buddha Others

5. What is the highest level of education you have completed?

Lower Secondary Upper Secondary

Diploma Degree

Master

6. Occupation

Self Employed Private Sector Government

7. Are you satisfied with your current mobile operator? Why?

__________________________________________________________________________________

8. How long have you been Telekom Malaysia’s customer?

___________________________________________________________________________________

9. How do you rate the network quality (ex: coverage, reliability) provided by Maxis? Good Average Poor Not Sure

10. How do you rate the customer service (ex: billing, call centre, etc) provided by Maxis? Good Average Poor Not Sure

11. What is your perception of the network quality provided by Maxis in comparison to Digi? Better Similar Worse Not Sure

12. What do you feel needs to be improved for this operator? Price Packages Network Quality Customer Services Quality Company Image

13. Which of the following factors do you associate most with Maxis? Good CSR Good Network Quality Cheap Packages

14. Are most of your friend already using Maxis? Yes No

15. What additional features that very important to you?

_______________________________________________________________________________

16. Do you use Maxis data to surf web? Yes No

17. Have aware of any Maxis new plan or promotion? Yes No

18. Do you know about Maxis Pay? Yes No

19. What is negative aspect of Maxis in your point of view?

_________________________________________________________________________________

20. What Maxis can do to keep a loyal customer?

_________________________________________________________________________________

21. Kindly rate your perceived customer service quality (billing / call and service centre) for each mobile operators

22. Kindly rate your perceived customer service quality (billing / call and service centre) for each mobile operators

Good Poor Average Not Sure

Maxis

DigiCelcom

Good Poor Average Not Sure

Maxis

DigiCelcom

23. Do you intend to extend your subscription with your current operator upon contract termination? Yes No

24. Are you satisfied with Maxis’s billing services? Yes No

25. Are you interested if Maxis provide you mobile with their data plan? Yes No

26. Will you recommend Maxis New Plan to a friend or relative? Yes No

THANK YOU SO MUCH