APPENDIX

CUSTOMER SATISFACTION SURVEY QUESTIONNAIRE

Gender Male [ ] Female [ ]

Age 16-30 years [ ] 16-30 years [ ]

31-45 years [ ] 31-45 years [ ] 46-60 years [ ] 46-60 years [ ]

Please make a small favour by (√) clicking your opinion about the following questions

1. How do you measure the effectiveness of FM Radio in enhancing the mode of communication in Asansol ?

2. What is the punch line of Red fm 93.5 ?

a) Its really hot

b) Suno sunao life banao

c) Bajate Raho

3. What is your perception about 93.5 Red fm ?

4. How happy/satisfied are you with the services offered by 93.5 Red fm ?

Very happy [ ]Happy [ ]Not sure [ ]Unhappy [ ]Very unhappy [ ]

How can we improve? ................................................................................................................................... ...................................................................................................................................

5. Which part of the show do you like the most & why ?

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6. In comparison to another giant competitor in BIG FM 92.7, state the quality of service offered in various departments -

RED FM BIG FM

Advertisements Interaction with customersContestsNews (exclusive) SongsPublicity/Sponsorship RJ’s

7. Have you ever communicated to us ?

Yes [ ] No [ ]

If yes, please specify mode of communication (tick the ones which apply)Letter [ ]E-mail [ ]Telephone [ ]Direct visit [ ]

For any of the mode ticked above, please indicate the level of feedback received by the responsible authority/management :

................................................................................................................................... ................................................................................................................................... ...................................................................................................................................

8. Have you ever used our web site (www.Redfm.in)?

Yes [ ] No [ ]

If yes, what was your level of satisfaction with:

(a) Its design and set up Very satisfied [ ] Satisfied [ ] Not sure [ ]

Unsatisfied [ ] Very unsatisfied [ ]

(b) Its content (information)

Very satisfied [ ] Satisfied [ ]Not sure [ ]Unsatisfied [ ]Very unsatisfied

[ ]

How can we improve?

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9. The quality of advertisements provided during the show was:

Fantastic [ ] Great [ ] Average [ ] Not great [ ] Bad [ ]

10. How often do you switch /listen to Red fm 93.5 in a day ?

½ hours & below [ ]½ to 1 hrs [ ]1 to 2 hrs [ ]2 hrs & above [ ]

11. How much are you entertained during our special programmes for festive occasions ?

Excellent [ ]Very good [ ]Good [ ]Fair [ ]Poor [ ]

12. Do you think that airing night shows will add us more value to the market ?

13. How do you rate our attempt to create more awareness to the stakeholders, partners, customers and public on the web (e.g. our web site, facebook,twitter etc) ?

Excellent [ ]Intresting & innovative [ ]Needs improvement [ ]Poor [ ]

14. How much are you satisfied with the participation of celebrities in our programmes ?

Satisfied [ ] Not sure [ ]Dissatisfied [ ]

15. Please provide your ideas or suggestions which may help us develop better methods to improve the quality of our services to you.

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……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………

(Optional)

Name…………………………………………………………………

…………..

Contacts………………………………………………………………

…………..

Thank you for participating and completing this questionnaire. Your responses will be treated confidentially and your feedback

will be used to improve the services provided.

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