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QUESTIONNAIRE FOR RCOM

COMPARATIVE STUDY

Name: ..

Contact No: ..

Please put a tick mark against any one option which you find is the mostappropriate one:

1. Age (in years): 18-28 29-39 40-50 51 & above

2 . W hat are the mobile operators that you are associated with? A) Reliance B) VodafoneC) Bsnl D) IdeaE) Airtel F) Others

3 . For how much time are you associated with the following operators?

A) Reliance .. B) Vodafone ..

C) Bsnl .. D) Idea ..

E) Airtel . F) Others (Specify)

4 . W hat are the factors you consider important while choosing an operator? Very Imp Imp Less Imp

a) T ariff plan .. .. b) N etwork Coverage .. .. c) Service Charges .. ...

d)

Add on features .. .. e) Customer reliable .. .. f) Promptness in service .

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5 . Please tick which of the following operators you feel is the best for therespective factors:

Reliance Vodafone Bsnl Idea Airtel Others

a) T ariff Plan . . . . b) N etwork Coverage .. . . . c) Service Charges . . .. . d) Add on features . . . . . ... e) Customer reliable . . .. . . .. f) Promptness in service . . . ..

6 . Of all the operators you are associated with, name the only operator that yfeel is providing you the best of products/services? A) Reliance B) Vodafone

C) Bsnl D) Idea

E) Airtel F) others (specify)

7 . W hich of the following operators have their centres located near your outthat makes you feel comfortable dealing with them? A) Reliance B) Vodafone

C) Bsnl D) Idea

E) Airtel F) others (specify)

8 . Do you have any idea regarding 3G and M N P? a) Y es b) N o

If yes then do you think it is going to add to the profitability feature of Reliance?

a) Y es b) N o

9 . H ave you ever faced any customer complaints regarding services provided by Reliance? a) Y es b) N o

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10. W hen you receive a customer complaint then you report the complaint :a)Directly to the company b)T ake the help of an agent

11. W hen you report a complaint to the company, is it sorted out within thestipulated time in Reliance? a) Y es b) N o

1 2 .Please rank the following statements according to which you feel is true foReliance: 1. T reatment towards new customers is impressive. 2. T he add-on features like 3G and M N P is too good. 3. All complaints are sorted out in time. 4. Services offered are best in industry. 5. T ariff plan and service charges are attractive.

1 3 .Are you getting personal attention and care from the Reliance dealers? a) Y es b) N o

If N o then what you feel is the problem. Please Mention.

1 4 .Does the Reliance dealer updates you about new schemes and products of Reliance? a) Y es b) N o

1 5 . H ow is the level of service at Reliance Communications regarding: A-Very good B-Good C-Satisfactory D-Dissatisfactory

a) Courtesy ... b) Accuracy . c) T imeliness . d) Promptness

e) Servicing .

THANK YOU FOR SPENDING YOUR VALUABLE TIME AND COOPERATION