Advait bhobe prn 12020841116

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  • 1. Survey of Telecom Company- Broadband Services Project Report submitted to Symbiosis Institute of Business Management, Bengaluru in partial fulfilment of the course “Summer Internship Programme” for the award of the degree of Master of Business Administration Submitted By Students Name:AdvaitBhobe PRN: 12020841116 Under the guidance of Prof SemilaFernandis (Name & Designation of Faculty guide) SYMBIOSIS INSTITUTE OF BUSINESS MANAGEMENT, 1
  • 2. BENGALURU 95/1 & 95/2, Electronic City Phase-1, Hosur Road, Bengaluru – 560100 Certificate This is to certify that Mr/Ms.___AdvaitBhobe_____ of MBA (2012-14 Batch) of Symbiosis Institute of Business Management, Bengaluru has done the project entitled __Survey of Telecom Company- Broadband Services ________under my guidance. Signature of the faculty guide Name:SemilaFernandis Designation: Asst. Professor - Marketing Date: 10-06-2013 2
  • 3. DECLARATION I hereby declare that the project work submitted by me entitled “Project Title” done during my Summer Internship Program (SIP) is submitted as a partial fulfilment of the requirement of MBA program at Symbiosis Institute of Business Management, Bengaluru. I also declare that this project has not been submitted nor shall it be submitted in future for the award of any other degree or diploma in part or full to any other institution or university. Place: BangaloreName AdvaitBhobe Date: 10-06-2013 PRN 1202084111 3
  • 4. ACKNOWLEDGEMENT I am grateful to be associated with Symbiosis Institute of Business Management – Bengaluru for providing us thisopportunity to learn, share my ideas, views, and thoughts on various subjects through this project, undertaken as a part of curriculum requirements. I would like to thank Abacus Field for providing me the facilities to accomplish the project. It has been rightly said that we are built on the shoulders of others but the satisfaction that accompanies the successful completion of any project would be incomplete without the mention of the people who made it possible. I am greatly indebted to my project supervisor Mrs. SeemaKaranth (Field Manager) and my Project Mentor Mr. Rakesh (Team Leader) for giving me an opportunity to work on this project going on under the aegis of the Procurement department. Without their able guidance, constant support and inspiration this project would have not been possible. The value addition that I derived under their guidance by means of various side activities such as sharing learning’s by presentations, literature survey, project facilitation etc. has culminated in a life-long valuable experience. I would like to thank Dr. Rajesh Panda (Director – Symbiosis Institute of Business Management, Bengaluru) for giving me the opportunity to take this project as a part of the course “Summer Internship Programme”. I would also like to thank Dr.V.V.Ajith Kumar(Deputy Director – Symbiosis Institute of Business Management, Bengaluru). I express my sincere gratitude to my Internal Faculty Guide, Prof. Saina Baby for her valuable guidance, support, constant aspiration to work and her kind co-operation during my Internship phase. AdvaitBhobe 12020841116 MBA 2012-2014 4
  • 5. Table of Contents Page Numbers Executive Summary 6 Industry Analysis 7 Company Analysis 12 Introduction of the project 14 Objectives of the Study 14 Research Methodology 15 Limitation of the Study 15 Data Analysis 16 Finding & Conclusions 19 Suggestions 19 Bibliography 20 Annexure 21 5
  • 6. Executive Summary The project was all about the taking the customer feedback of people who are using the Broadband services. We wanted to know whether they are satisfied with the services provided by Broadband services or not. We had to take the interviews of the customers those who are using. We had to take the survey of the users of Broadband services users. We had to conductthe market research for the customer feedback regarding the broadband services they are using in their day to day life. We were given the project upon which we have to undertake our market research. After that we are given the data base & on that basis we have to conduct the survey.We had to make the calls & take the appointment of the clients We had to take the interviews & submit the final report to our superiors who would conduct the market research.After doing the research of Broadband services we came to know that most of the customers were not satisfied with the broadband services. Some said that the speed of the broadband service is not good. Some said its services are not up to the mark. There were other customers who were very happy about the speed & services & were loyal towards it. They said they would continue with the broadband services. Therefore I feel that the Broadband services should concentrate on the customers who do not like the speed & services of broadband services & should improvise the speed & the services. According to me, the services & speed of broadband services should be improved so that more customers would be loyal to the broadband services. 6
  • 7. Chapter 1 Industry Analysis Key features of Market Research Industry 1. Wide and comprehensive scope - Marketing research has a very wide scope. It includes product research, packaging research, pricing research, market research, sales research, etc. It is used to solve marketing problems and to take marketing decisions. It is used to make marketing policies. It is also used to introduce new products in the market and to identify new markets. Marketing research is used to select channels of distribution, in advertising strategy, for sales promotion measures, etc. 2. Systematic and scientific - Marketing research is conducted in a step-by-step manner. It is conducted in an orderly fashion. Therefore, it is systematic. Marketing research uses scientific methods. Thus, it is also scientific. 3. Science and art: A Science collects knowledge (data) while an Art uses this knowledge for solving problems. Marketing research first collects data. It then uses this data for solving marketing problems. Therefore, it is both, a Science and an Art. 4. Collects and analyses data - Marketing research gathers data accurately and objectively. It first collects reliable data and then analyses it systematically and critically. 5. Continuous and dynamic process - The Company faces marketing problems throughout the year. So, marketing research is conducted continuously. It continuously collects up-to-date data for solving the marketing problems. Large companies have their own marketing research departments. They conduct Marketing research continuously throughout the year. Therefore, marketing research is a continuous process. It is a dynamic process because it goes on changing. It does not remain static (the same). It uses new methods and techniques for collecting, recording and analysing the data. 6. Tool for decision-making - The marketing manager has to take many decisions. For this, he requires a lot of data. Marketing research provides correct and up-to-date data to the marketing manager. This helps him to take quick and correct decisions. Therefore, marketing research is an important tool for decision-making. 7
  • 8. 7. Benefits Company and consumers - Marketing research is useful to the company in many ways. It increases the sales and profits of the company. It helps the company to fight competition and boost its goodwill in the market. It reduces the marketing risks. In short, marketing research brings success to the company. It also brings the company closer to the consumers. It gives convenience and satisfaction to the consumers. 8. Similar to military intelligence - Marketing research is a commercial intelligencegathering activity. It works similar to military intelligence. Marketing intelligence first makes a systematic study and only then takes a business action. Marketing research collects reliable data about the consumers, the competitors, the market, etc. This data is then organised and used for planning, decision-making and problem solving. This data is also further used for introducing new products and services in the market. 9. Applied research - Applied research is used for solving problems. Marketing research is used for solving marketing problems. Therefore, we can say that, marketing research is also an applied research. It has a practical value because it is used for solving present and future problems. 10. Connected with MIS - Marketing research is a component of Marketing Information System (MIS). Marketing research and MIS are interrelated. Both are used to solve marketing problems and to take marketing decisions. 11. Reduces gap between producers and consumers - Marketing research informs producers about the needs and wants of the consumers. The producers produce goods according to the needs and demands of the consumers. This brings satisfaction to the consumers and in return producers make good profits. So, marketing research reduces the gap between the producers and the consumers. 12. Uses different methods - Marketing research uses three methods for collecting data, viz., Survey Method, Experiment Method and Observation Method. All three methods are scientific. The researcher has to use a suitable method for collecting a reliable data. 13. Has few limitations - Marketing research has few limitations too. It is not an exact science. So, it does not give accurate results. It provides suggestions and not solutions. It is also a costly and time-consuming process. 14. Accurate data collection and critical analysis - Marketing research gives much importance to accurate data collection and its critical analysis. Thus, in a Marketing 8
  • 9. research, the data must be first collected accurately. That is, collected data or gathered information must be accurate, reliable and relevant. Later, this information must be systematically and critically examined before making any decisions. Major players in Market Research IMRB International RNB Research Hansa Research Majestic Research Five years trend in Marketing Research Industry Trend 1: Data Streams Will Shift Researcher Focus With the growing availability of data streams that reflect consumer behaviour, it is essential that these sources be understood, harnessed, and mined in 2012. Technologies such as in-store location monitoring, eye tracking, and others generate data that reveal true consumer activity. Mining these streams will lead to superior marketing results with a lessened reliance upon survey-based data -- and DIY survey tools in particular. However, researchers will be required to review, interpret, and limit activities based upon privacy policies to prevent alienating their audience and exposing themselves to significant business and legal risk. Trend 2: Mobile Devices Will Shape New Methodologies With the exploding use of smartphones and tablets, researchers need to become intimately familiar with how consumers actually use these devices. This knowledge must then be translated into methodologies that minimize inconvenience levels and maximize data quality. Simplified apps producing actionable data, single question surveys, and other approaches that reflect how these devices are used will be essential to developing and defending reliable research methods for this "new world." Trend 3: Insights from Unstructured Text Will Become More Precise 9
  • 10. More than any previous year, new technology will be developed in 2012 to accurately interpret blogs, online comments, and Facebook postings. Such tools will provide marketers and brand stewards with real-time insights that reduce the reliance upon traditional data capture methods. Trend 4: Completion Rates for Online Surveys Will Continue to Plummet By no means is this a new trend, but the erosion of cooperation and completion rates will continue. Surveys requiring more than 5 minutes will falter and data quality will further suffer from random input. Regrettably, there will be no ability to correct datasets as traditional approaches such as weighting and data bridging will be unsuccessful. And we anticipate a larger presence of "survey bots" that will further reduce the accuracy of and confidence in survey data. Trend 5: Brands Will Accelerate Direct Access to Their Customers Again, this is not a new trend -- but one that will continue to grow in importance and pervasiveness. Large brands will invest heavily in dis-intermediating methods such as Facebook, smartphone/tablet apps, and couponing to better understand their audiences and drive sales. These coveted relationships will become the cornerstone for product feedback and drive product innovation. Trend 6: Research Patents Will Be Actively Enforced With growing competition chasing stagnant research budgets, organizations with patents will flex their muscle in 2012. This action is long overdue within the market research industry. The coming patent wars will redefine the offerings of many research firms and spark industry consolidation. Trend 7: Overall Research Budgets Will Experience Limited Growth Despite decades of growth, we expect the overall spending for market research will grow at rates no greater than the CPI for the foreseeable future. Buyers of market research will pass along cost containment pressures to their suppliers. The ability to leverage technology and automate tasks will be essential for research organizations to maintain margins. 10
  • 11. Trend 8: Prices for Syndicated Research will Remain Stable; Custom Research and Sample Access Will Decrease As custom research and access to sample continue their drive toward commoditized services, research buyers will be willing (and expect) to pay less. Regrettably, the use of offshoring that once enhanced supplier margins will serve to limit pricing power given perceptions of limited data quality. However, the unique insights provided by well recognized analysts will enable syndicated research firms to maintain -- and perhaps even increase -- prices. Trend 9: New Skill Sets Will Be Required -- Paying Substantially More Research professionals will need to develop the ability to manage large, disaggregated datasets. In particular, researchers will need to master SQL and SAS/SPSS at a minimum. Furthermore, researchers will be required to have a fundamental understanding of the Internet and how it works -- technically. And those who possess these skills will be in great demand -- easily commanding salaries between $100,000 to $200,000 per year. Trend 10: Job Hopping Becomes Popular Among the Most Skilled MR Professionals Researchers with the skills will job-hop seeking new challenges and greater compensation. In an attempt to keep their best, retention measures (bonus, options, etc.) will quietly become commonplace. For perhaps the first time in the MR industry, compensation will be based upon what a researcher can do rather than what they have dome’s 11
  • 12. Company Analysis Mission To add value to clients - real value.To develop a learning culture that fosters innovation and also to contribute to academia and policy makers. To develop a sustainable working environment that is good and fair to us and our clients. Vision IMRB has demonstrated its vision and leadership in the Indian market by establishing several industry wide measurements and rating systems. Notable amongst these is our pioneering role in establishing India’s first TV rating system (TAM) and the creation of social economic classification (SEC) system in India. Organizational Structure Work Flow Model Research: Clients Research Field Director Field Controller Field Work Analysis Department is Market Research: Research- Clients- servicing- understanding information Methodology & tool, analysis collected information search for insights & reporting Field- understanding design & data collection logistics, training data collection, data collection & quality control Analytics- data entry, analysing & formulating data 12
  • 13. Commercial & administration Clients- Research- Fieldwork- Analytics HR details- Number of Employees There are around 1200 employees in IMRB International Market Research Firm. Product & Services Advertising & Promotion research Corporate & Employee research Product & Packaging research B2B & Industrial research Customer Satisfaction research Strategic Market research Brand research Channel & retail research Pricing research Customers Our top clients include BAT Group, Bharti Group, Cadbury, Ford Group, Frito Lay, GlaxoSmithkline, Heinz, Indian Airlines, ITC Group, Millward Brown, Nestle, Pepsi Group, Reckitt Benckiser, Research International, TVS Motors, Unilever Group, and VST and so on. A few words from two of our esteemed clients: “As a team they produce thoughtful proposals, excellent fieldwork and presentations. They are constantly involved in the work. They feel like a version of our own office…” 13
  • 14. “IMRB showed a high degree of professionalism, rigor and discipline. An excellent level of client servicing, need fulfilment, pro-activeness and analytical focus.” Competitors Our Competitors are RNB Research, Hansa Research, Majectic Research etc. Operational Processes First of all we are given the project upon which we have to undertake our market research. After that we are given the data base & on that basis we have to conduct the survey. We have to make the calls & take the appointment of the clients. We have to take the interviews & submit the final report to our superiors who would conduct the market research. Introduction of the project The project was all about the taking the customer feedback of people who are using the Broadband services. We wanted to know whether they are satisfied with the services provided by Broadband services or not. We had to take the interviews of the customers those who are using. We had to take the survey of the users of Broadband services users. Objective of the study To conduct the market research for the customer feedback regarding the broadband services they are using in their day to day life. To know whether the customers are satisfied with the services provided by the Telecom companies. To know what extra services they are aspiring for or they want from us. 14
  • 15. Chapter 2 Research Methodology First of all we are given the project upon which we have to undertake our market research. After that we are given the data base & on that basis we have to conduct the survey. We have to make the calls & take the appointment of the clients. We have to take the interviews & submit the final report to our superiors who would conduct the market research. Limitation of Study The data base which we are given is inappropriate in nature. Sometimes the numbers are proper & sometimes address are wrong. The database is not updated. When a business person gives us appointment, they do not turn during the day of the appointment. Some of them are uninterested while some do not pick up the calls. His appointments are being fixed by the clients but when we go at their place cancel the appointment or postpone the appointment. Sometimes they say that they have not given us appointments. 15
  • 16. Chapter 3 Analysis of Data Reasons for Net Connections & Customer feedback Frequency Table Cumulative Frequency Valid Percent Valid Percent Percent Fair 1 16.7 16.7 16.7 Good 2 33.3 33.3 50.0 Very Good 3 50.0 50.0 100.0 Total 6 100.0 100.0 Seeing the above table we come to know that most of the customers are in the favour of TATA Docomo. Reasons for net connections Cumulative Frequency Valid Percent Valid Percent Percent Better speed 1 16.7 16.7 16.7 Better Speed 1 16.7 16.7 33.3 Better Technology 1 16.7 16.7 50.0 reasonable price 2 33.3 33.3 83.3 Speed 1 16.7 16.7 100.0 Total 6 100.0 100.0 Seeing the above table we come to know most of the customers are satisfied the prices offered by TATA Docomo. 16
  • 17. Service provider Cumulative Frequency Valid Percent Valid Percent Percent Call Center 1 16.7 16.7 16.7 Field Engineer 1 16.7 16.7 33.3 Retail Outlet 1 16.7 16.7 50.0 Sales Exe 3 50.0 50.0 100.0 Total 6 100.0 100.0 Seeing the above table we come to know that most of the customers contact Sales executive Statistics Reasons for Value of Service response of Getting the Money N net connections provider enquiry c response Valid 6 6 6 6 6 Missing 0 0 0 0 0 Response of enquiry Cumulative Frequency Valid Percent Valid Percent Percent Got response 5 83.3 83.3 83.3 Got Response 1 16.7 16.7 100.0 Total 6 100.0 100.0 Getting the response Cumulative Frequency Percent Valid Percent Percent 17
  • 18. Valid Follow up 2 33.3 33.3 33.3 service provider 1 16.7 16.7 50.0 Service provider 3 50.0 50.0 100.0 Total 6 100.0 100.0 Mode of communication Cumulative Frequency Valid Welcome Call Percent 6 Valid Percent 100.0 Percent 100.0 100.0 Billing process Cumulative Frequency Valid Accurate Percent 6 Valid Percent 100.0 100.0 Percent 100.0 Net Problem Cumulative Frequency Valid Percent Valid Percent Percent Not at all 3 50.0 50.0 50.0 Some time 1 16.7 16.7 66.7 Some Time 2 33.3 33.3 100.0 Total 6 100.0 100.0 Cumulative Frequency Valid In a month 1 Percent 16.7 Valid Percent 16.7 Percent 16.7 18
  • 19. In a month 3 50.0 50.0 66.7 In a Month 1 16.7 16.7 83.3 Rarely 1 16.7 16.7 100.0 Total 6 100.0 100.0 Chapter 4 Finding & Conclusion After doing the research of Broadband services we came to know that most of the customers were not satisfied with the broadband services. Some said that the speed of the broadband service is not good. Some said its services are not up to the mark. There were other customers who were very happy about the speed & services & were loyal towards it. They said they would continue with the broadband services. Therefore I feel that the Broadband services should concentrate on the customers who do not like the speed & services of broadband services & should improvise the speed & the services. Suggestions According to me, the services & speed of broadband services should be improved so that more customers would be loyal to the broadband services. 19
  • 20. Bibliography References Market Research RajendraNargunkar Market Research C.C Beri http://www.imrbint.com/ 20
  • 21. Annexure TTSL CSAT: Main questionnaire – GSM AND CDMA Cellular Phone No Customer’s name Interviewer's name Supervisor's name Date of interview did mm my X1: CIRCLE NORTH EAST DNCR 1 Rest Of North CENTRAL East 3 WEST Central India 4 2 SOUTH Mumbai 5 Andhra Pradesh 7 Rest Of Maharashtra 6 Karnataka 8 Kerala and TN 9 Name of Interviewer Code: Name of Supervisor Code: Back Checked Accompanied P T Scrutinized TL 1 1 5 1 OFE 2 2 6 2 EIC 3 3 7 3 FM 4 4 8 4 Signature: _____________ Signature: _______________ Interviewed for X2: Signature: _____________ X5: USAGE X7: CLASSIFICATION 21
  • 22. CONNECTION (CODE FROM Q6 IN SCREENER) GSM 1 Airtel 1 <= 6 MONTHS 1 COCP 1 CDMA 2 Vodafone/Hutch 2 > 6 MONTHS 2 NON COCP 2 BSNL/MTNL Trump 3 Reliance GSM 5 X6: CATEGORY (CODE FROM Q6 IN SCREENER) Reliance CDMA 6 KDM 1 Idea 7 USER 2 BPL/LOOP 8 Tata Indicom/ Tata Docomo CDMA 9 Tata Docomo GSM 10 Uninor 11 Others Specify_______ 98 Good Day. My name is ___________ and I am calling from IMRB International, a leading market research organization. We are doing a survey amongst customers of mobile services and we have randomly picked up your number. Can we please ask you a few questions relating to your mobile service provider? Before starting this interview, I wish to confirm that this interview complies with the Market Research Society of India (MRSI) and International code of ethics for market research. Please be assured that all information given by you will be kept strictly confidential and your name/contact details will not be revealed without your prior permission --- ----------- IF YES, CONTINUE ELSE TAKE ANOTHER APPOINTMENT 22
  • 23. Thank you very much. Refused DK/CS Poor Fair Good V. Good I am now going to ask some questions related to the ___________ (MENTION THE CONNECTION CALLED ON) connection. Please give your feedback on a 5 point scale of Excellent, Very Good, Good, Fair and Poor --- Excellent OVERALL MEASURES [SHOW CARD A] 1. How would you rate the Overall quality of services provided by _________ (MENTION THE CONNECTION CALLED ON)? Would you say it is………………(READ OUT SCALE) — 5 4 3 2 1 88 99 — IF CODED “DK/CS” (88) OR “REF” (99) IN Q1, THANK AND TERMINATE. ELSE CONTINUE Q1 1.1 _________________________________________________________________________________________________________ 5 — 4 3 2 1 88 Refused DK/CS Poor Value Fair Value Considering the value of relationship which is what you get in terms of product and services as well as the relationship enjoyed, in relation to what you get and what is paid for. How would you rate the Value of relationship with _________ (MENTION SERVICE PROVIDER)? Would you say it is……(READ OUT SCALE) V. Good Value 2. Excellent Value [SHOW CARD B] Good Value _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _____________________________________________________________________ 99 23 Refused DK/CS Very High priced High priced Moderately priced Low priced [SHOW CARD C] Very low priced —
  • 24. 3. Compared to what other mobile / wireless phone companies charge for similar services, would you describe ________(MENTION THE CONNECTION CALLED ON) as being………………(READ OUT SCALE) 5 ---- – 4 3 2 1 88 99 [SHOW CARD D] _________ is a reputed and a trusted company 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Refused 2 Disagree 3 Agree 4 Strongly Agree 5 b. DK/CS a. Strongly Disagree BRAND IMAGES I am now going to read out some statements. Please tell me your level of agreement with the following statements on a 5 point scale with ‘5’ being ‘Strongly Agree’ to ‘1’ being ‘Strongly Disagree’. Neither Agree nor disagree 4. ________ provides value for money -- c. _________ has widespread network reach ------------------ d. ________ has outstanding customer service ----- e. __________ uses Latest technology ---- f. _________ is easy to connect ---- g. _________ offers network reliability -- 24
  • 25. h. ________ offers one-stop solution or a multitude of services provided by one provider 5 i. _________ products and services to specific needs with a customized solution 4 3 2 1 88 99 5 ----- 4 3 2 1 88 99 --- 88 1 88 Refused DK/CS Disagree Neither Agree nor disagree 1 Considering the quality of services that you get from ________ (MENTION THE CONNECTION CALLED ON), you believe ________ (MENTION THE CONNECTION CALLED ON) deserves your commitment & Loyalty. 5 — 6. Strongly Disagree 5. Agree ATTITUDINAL LOYALTY I am now going to read out some statements. Please tell me your level of agreement on a 5 point scale with ‘5’ being ‘Strongly Agree’ to ‘1’ being ‘Strongly Disagree’ Strongly Agree [SHOW CARD D] – It would matter a lot to you if the service provided by ________ (MENTION THE CONNECTION CALLED ON) was not available & you had to choose another service provider. – 5 4 4 3 2 3 2 99 99 5 4 3 1 88 25 Refused Not very likely 2 DK/CS How likely are you to continue using ___________ services during the next 1yr? Would you say it is …………. Not at all likely 7. Somewhat likely I am now going to read out some statements. Please tell me your likelihood on a 5 point scale with ‘5’ being ‘Extremely Likely’ to ‘1’ being ‘Not at all likely’. Very likely BEHAVIOURAL LOYALTY Extremely likely [SHOW CARD E] 99
  • 26. 8. How likely are you to recommend ____________ to your friends/ colleagues? Would you say it is ……………. 5 4 3 2 1 88 SERVICE EXPERIENCE 26 99
  • 27. 9. Could you please tell me the top 3 reasons for considering _______ (MENTION SERVICE PROVIDER) over other connection for your office? (MULTIPLE CODING) --------------------- Statements Reasons considered Better speed & connectivity 1 Trusted Brand Name /Company 2 Due to discounts/ Promotional Schemes offered 3 Due to reasonable price offered 4 Due to better technology offered 5 Being the only option available 7 Have heard good things about the service offered by the company 8 Bundled applications & services which suits my business needs 9 Other reasons (Specify) ___________________ 11 Decision was taken by my company’s Administrative/IT Department 12 27
  • 28. SECTION 1: ENQUIRY PROCESS SECTION 1 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6) Q6 10. Could you please tell me how did you get in touch with _____________ (MENTION SERVICE PROVIDER)? POST CODE IN THE LIST BELOW --____________________________________________________________________________________________________ Particulars Code Website Registration / Online Enquiry – Applied online for the connection 1 -------------------------------Called up the call center 2 Sales Executive 3 Tech Fair / Exhibition 4 Visited service providers Walk-In center/Retail outlet 5 Others (Please specify) __________________________ 9 11. After lodging an enquiry, did you get a response from _____________ (MENTION SERVICE PROVIDER)? — Got response from service provider CONTINUE 1 Had to follow up with service provider SKIP TO Q14 2 DK/CS SKIP TO Q14 3 28
  • 29. 12. In how many days did you get a response from _____________ (MENTION SERVICE PROVIDER)? POST CODE IN GRID BELOW --Within 1 day 1 1 – 4 days - 2 5 – 7 days 3 More than 7 days 4 Got no response till date 5 13. How did you get the response from _____________ (MENTION SERVICE PROVIDER) to your query? ------E-mail 1 Telephonic - Got a call from service provider confirming the enquiry 2 ----- 5 14. How would you rate your overall experience with ________ (MENTION 4 3 2 1 88 SERVICE PROVIDER) during the enquiry process? IF CODED “DK/CS”(88) OR “REF”(99) IN Q14 SKIP TO Q16, ELSE CONTINUE Q14 Q16 29 Refused [SHOW CARD A] DK/CS 5 Poor DK/CS Fair 4 Good Others (Please specify)______ V. Good 3 Excellent Got an SMS confirmation 99
  • 30. 14.1 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q14+ Why do you say so? Q14 _____________________________________________________________________________________________________________ Refused DK/CS 4 3 2 1 88 99 Correctness of the information in response to your enquiry 5 4 3 2 1 88 99 Time taken to respond to your enquiry 5 4 3 2 1 88 99 d. Completeness of information in the response 5 4 3 2 1 88 99 e. Overall clarity of response to your enquiry 5 4 3 2 1 88 99 Ease of getting in touch with _____ (MENTION SERVICE PROVIDER) Fair 5 15. Good Poor Excellent [SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to Enquiry process of ________ (MENTION SERVICE PROVIDER) ----- V. Good _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ ______________________________________________________________________________ --- a. b. c. SECTION 2: APPLICATION PROCESS SECTION 2 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6) Q6 16. 1 Kindly let us know, if you have opted for Tata Docomo through MNP (MOBILE Number Portability)? Yes 5 No 1 Dk/CS 9 30
  • 31. 16.2 Thinking about all the touch points/channels you interacted with during your application process for (MENTION SERVICE PROVIDER), please tell me whom did you contact. MULTICODING POSSIBLE Sales executive met me 1 Walk-in at the retail outlet/office 2 Others (Please specify)_____________________ 9 [SHOW CARD A] Excellent V. Good Good Fair Poor DK/CS Refused ---------- 17. How would you rate your experience of interacting with the sales person of 5 4 3 2 1 88 99 ________ (MENTION SERVICE PROVIDER) during the application process? IF CODED “DK/CS”(88) OR “REF”(99) IN Q17 SKIP TO Q20, ELSE CONTINUE Q17 Q20 17.1 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q17] Why do you say so? Q17 Fair Poor DK/CS Refused Presentability of the sales executive Good 18. V. Good [SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to Enquiry process of ________ (MENTION SERVICE PROVIDER) Excellent _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________ 5 4 3 2 1 88 99 a. 31
  • 32. Courteousness of the sales executive 5 4 3 2 1 88 99 Ability to understand your requirements 5 4 3 2 1 88 99 d. Responsiveness to your query 5 4 3 2 1 88 99 e. Ability to provide information and explanation on plans/schemes available 5 4 3 2 1 88 99 d. Ability to suggest the appropriate plan and special offers 5 4 3 2 1 88 99 e. Ability to explain features/services of the GSM/CDMA connection 5 4 3 2 1 88 99 f. Explained & suggested various business applications & services that service provider can offer to meet your business needs 5 4 3 2 1 88 99 g. Ability to guide you on the documents required to be submitted for the connection 5 4 3 2 1 88 99 h. Proactive update & communication on the status of the application 5 4 3 2 1 88 99 b. c. ASK Q19 ONLY IF 4/5 CODED IN Q18 E Q18E Q19 19. Could you please recollect which special features/services did the sales person mention about _______ (MENTION SERVICE PROVIDER)? -----_________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________________________________________________ _________________________________________________________________________________ 32
  • 33. Refused DK/CS Poor Fair Good Excellent [SHOW CARD A] V. Good SECTION 3: PLAN OPTIONS/ TARIFF-SCHEMES 25. How would you rate your overall satisfaction with the plan options offered by ________ (MENTION SERVICE PROVIDER)? 5 4 3 2 1 88 99 IF CODED “DK/CS”(88) OR “REF”(99) IN Q25 SKIP TO Q27, ELSE CONTINUE Q25 25.1 Q27 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q25+ Why do you say so? Q25 ___________________________________________________________________________________________________ a. Availability of a variety of tariff options which meets your business requirement Refused DK/CS Poor Fair ----- Good 26. V. Good [SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to plan options of ________ (MENTION SERVICE PROVIDER) Excellent _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ ______________ 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Range of plans available, i.e. 3G/ 2G Data plans /Unlimited CUG plans b. Availability of bundled plans which offers inbuilt value added services along with access c. SECTION4: ACTIVATION 33
  • 34. ACTIVATION SECTION TO BE ADMINISTERED ONLY FOR CUSTOMERS HAVING AON<6 months AND ARE NON COCP i.e. ONLY IF CODED “02” IN X7, ELSE SKIP TO NETWORK 1 88 1 88 1 88 Refused DK/CS Fair Good Poor — V. Good Now I am now going to ask you to rate your experiences with ________ (MENTION THE CONNECTION CALLED ON) on some specific parameters relating to Activation on a 5-point scale. Excellent, Very good, Good, Fair and Poor. Please tell me Excellent [SHOW CARD A] — - 27. How would you rate your overall experience with ________ (MENTION THE CONNECTION CALLED ON) during the activation of the connection? -— 5 4 3 2 99 b. c. Yes [SHOW CARD F] 4 Were you committed a time period within which _________________ (MENTION SERVICE PROVIDER)would complete the installation? — 5 Was your connection activated correctly with all the subscribed features and facilities? 5 d. Did you have to re-submit the documents for any reason? e. After activation, was your connection barred/ disconnected by ________ (MENTION THE CONNECTION CALLED ON) 5 ASK ONLY IF CODED 5 (YES) IN Q28e ELSE GO TO Q29 f. Yes 5 Were you satisfied with the time taken to re-connect your mobile connection? 5 2 3 2 1 1 1 1 1 99 99 Ref 5 3 99 88 99 88 99 88 99 88 Ref Time taken for activation after documentation is completed 4 DK/ CS 5 No a. How do you rate ________ (MENTION THE CONNECTION CALLED ON) on the following – No 28. DK/C S IF CODED “DK/CS”(88) OR “REF”(99) IN Q27 SKIP TO Q29, ELSE CONTINUE 99 88 34
  • 35. 28g. How many days were you committed for completing the activation 28h. In how many days were the activation actually completed after submitting documents and cheque to (MENTION SERVICE PROVIDER)? Promised Time Actual Time Expected Time 1 1 1 2 2 2 3 3 3 4 4 4 9 9 9 28i. What was the expected time for completing the activation? Within 2 days 2 – 5 days - 6 – 7 days More than 7 days Don’t know/Can’t say SECTION 5: NETWORK 29.1 4 2 1 88 Refused Fair 3 DK/CS 5 Poor READ BELOW TEXT IF RESPONDENT DOES NOT UNDERSTAND By Network I mean Voice Clarity, network coverage, connectivity to numbers, sending SMS etc. Good (MENTION THE CONNECTION CALLED ON) Network? V. Good 29. How would you rate your overall experience with ___________ Excellent [SHOW CARD A] 99 IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN Q29 SKIP TO Q34, ELSE CONTINUE (ASK IF CODED 2 OR 1 IN Q29) Why do you say so? - 5 4 2 1 88 35 Refused Fair Good 3 DK/CS Voice Clarity i.e. voice breaking, crackling etc. Poor a. V. Good Excellent _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ _____________________________________________________________________________________________________ 30. How do you rate ________ (MENTION THE CONNECTION CALLED ON) ___ on 99
  • 36. Continuous connection without calls drops / Call disconnection d. Connectivity to ________ (MENTION THE CONNECTION CALLED ON) mobilenumbers – 5 e. Connectivity to mobile or landlinenumbers of other operators 5 f. Sending of SMS / instant delivery of SMS 5 Have you ever used ________ (MENTION THE CONNECTION CALLED ON) connection while roaming? 4 4 4 3 2 3 2 3 2 3 2 Have you faced any Network issues in the past one month? 1 88 1 88 1 88 Fair 3 2 1 8 8 32. 5 99 99 99 99 99 99 DK/CS 88 No Yes 4 Good V. Good Excell ent 5 88 1 5 IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN Q12 SKIP TO Q13, ELSE CONTINUE How would you rate your network experience with ________ (MENTION THE CONNECTION CALLED ON) while roaming? 31a. 1 Poor 31. 4 88 1 Refus ed 5 1 9 9 Ref Availability of network coverage in your city 2 Dk/cs c. 3 D k / c s R e f 4 N o 5 Y e s b. 9 9 88 IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN QS32 SKIP TO QS34, ELSE CONTINUE 33. Which of these Network Quality Issues have you experienced? ASK ONLY IF CODED 5 (YES) IN 32 ELSE SKIP TO 34. (MULTIPLE CODING POSSIBLE) a. Call Drop 1 b. Congestion 2 c. d. e. 3 Echo 4 Fluctuating signal strength Others__________(Please Specify) 98 SECTION 6: WEBSITE 36
  • 37. 34. Thinking about last 3 months can you please let me know how many times have you visited _______ (MENTION SERVICE PROVIDER) website? Once in a month 4 Less often than once a month 5 Very rarely 6 Excellent ASK Q35 IF CODES 1-3 in Q34 ELSE SKIP TO NEXT SECTION [SHOW CARD A] Q Q35 1 88 Refused 3 DK/CS Once in fifteen days Poor 2 Fair 2-3 times a week Good 1 V. Good Visit the website regularly (Each time I log onto Internet) 35. How would you rate your overall satisfaction with ________ (MENTION 5 SERVICE PROVIDER) website? 4 3 2 99 IF CODED “DK/CS”(88) OR “REF”(99) IN Q35 SKIP TO Q37, ELSE CONTINUE Refused DK/CS 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Fair 4 Good 5 Ease of understanding the information/content provided on the website a. Overall Look and feel of the website Ease of navigating through the website 36. Poor [SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to ________ (MENTION SERVICE PROVIDER)’s website V. Good Q37 Excellent Q35 b. c. ------- SECTION 7: BILLING 7 SECTION 7 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6) 37
  • 38. 2 1 88 Refused Fair Good 3 DK/CS 4 Poor 5 V. Good Excellent 37. How would you rate your overall satisfaction with the billing process of 99 ________ (MENTION SERVICE PROVIDER)? IF CODED “DK/CS”(88) OR “REF”(99) IN Q37 SKIP TO Q41, ELSE CONTINUE Q37 37.1 Q41 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q37+ Why do you say so? Q37 Refused DK/CS 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Ease of payment 5 4 3 2 1 88 99 Range of payment options 5 4 3 2 1 88 99 Fair 4 Accuracy of the bills Good 5 Bill is detailed and clear 38. Poor V. Good [SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to the billing process of ________ (MENTION SERVICE PROVIDER) Excellent _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ __________ a. Bills received on time --- b. c. d. e. 38
  • 39. Number of days available to make payment within due date 5 4 3 2 1 88 99 Time taken to resolve billing related issues, if any 5 4 3 2 1 88 99 Satisfaction with resolution provided for billing related issues 5 4 3 2 1 88 99 f. g. h. 39. Could you please tell me through which channel do you most often pay your__________ (MENTION SERVICE PROVIDER) bills? 4 Pay via collection agents 5 [SHOW CARD A] 40. How would you rate your overall satisfaction with the mode of bill 5 4 3 2 Refuse d Online payment (Net Banking /Credit Card) DK/CS 3 Fair Standing Instruction to bank to Auto debit the account Poor 2 Good Pay at Company outlet/Office /Retail Outlets V. Good 1 Excelle nt Cheque drop boxes 1 88 99 payment ________ (MENTION SERVICE PROVIDER)? SECTION 8: VAS Ref No Yes CONNECTION CALLED ON)? Dk/cs 41. Do you use Value Added Services provided by ________ (MENTION THE READ BELOW TEXT IF RESPONDENT DOES NOT UNDERSTAND By Value Added Services I mean services like caller tunes, voice chat, songs and games download etc. 5 1 99 88 39
  • 40. 3 2 1 88 Refused DK/CS 4 Poor 5 Fair Services provided by ________ (MENTION THE CONNECTION CALLED ON)? ASK ONLY TO THOSE WHO SAID “YES” IN Q41 V. Good Excellen t 42. How would you rate your overall experience with the Value Added Good IF CODED “NO” (1) OR “DK/CS”(88) OR “REF”(99) IN Q41 SKIP TO NEXT SECTION, ELSE CONTINUE 99 5 b. Ease of deactivation of Value Added Services 5 c. Overall quality of 2G data speed 5 4 4 4 2 3 2 3 2 1 88 1 88 1 88 Refused Fair 3 DK/CS Ease of activation of Value Added Services Poor a. V. Good Excellent How would rate ________ (MENTION THE CONNECTION CALLED ON) on Good IF CODED “DK/CS”(88) OR “REF”(99) IN Q42 SKIP TO Q43, ELSE CONTINUE 99 99 99 SECTION 9: COMMUNICATION 9 [SHOW CARD F] Yes No DK/ CS Ref 5 1 88 99 Do you remember receiving any communication from ____________ ------------------(MENTION SERVICE PROVIDER)? 43. IF CODED “YES”(05) IN Q43, GO TO Q44 ELSE SKIP TO NEXT SECTION Q43 Q44 40
  • 41. 44. Thinking about the modes of communication from ____________ (MENTION SERVICE PROVIDER) which modes of communication do you remember receiving? — E –mailers Phone calls Physical mailers by post SMS None DK/CS 1 2 CONTINUE 3 4 5 GO TO NEXT SECTION 6 41
  • 42. 45. What communication do you remember receiving from __________ (MENTION SERVICE PROVIDER)? — Welcome Call 1 First bill explanation call 2 Virus alerts 3 Festival greetings 4 E-mailers on value added services 5 Mailers on new products/ services 6 About newly added features 7 Communications on new promotions/offers 8 About downtime of server 9 Reminders for renewals / bill payment 10 Communication via Social Media (Facebook , Twitter, Blogs) 11 Others(specify)___ _________ Others(specify)___ ________ 88 99 42
  • 43. 4 2 1 88 Refused Fair Good 3 DK/CS 5 Poor 46. How would you rate your overall satisfaction with________ (MENTION V. Good Excellent [SHOW CARD A] 99 SERVICE PROVIDER) communication? IF CODED “DK/CS”(88) OR “REF”(99) IN Q46 SKIP TO Q48, ELSE CONTINUE 46.1 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q46] Why do you say so? Q46 Refused DK/CS 4 3 2 1 88 99 Content of the communication 5 4 3 2 1 88 99 Relevance of the communication 5 4 3 2 1 88 99 Ease of Understanding the communication 5 4 3 2 1 88 99 Mode of communication 5 4 3 2 1 88 99 Fair 5 Good Frequency of communication 47. Poor V. Good [SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to the communication of ________ (MENTION SERVICE PROVIDER) Excellent _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ __________ a. b. c. d. e. EXPERIENCE ON SPECIFIC TOUCH POINTS 43
  • 44. 48. A. Thinking about last 3 months can you please tell me which of the below touch points have you interacted with for your complaints/problems/request or any other query? (MULTI-CODING POSSIBLE) Call Center 1 GO TO SECTION 10 Online via Email 3 GO TO SECTION 11 Walk –In centers /Retail outlets 4 GO TO SECTION 12 Sales Executive 5 GO TO SECTION 13 Higher authority at the company (Nodal officer) 6 GO TO SECTION 14 Have not contacted my service provider 7 GO TO SUGGESTIONS 48b. Can you help us identify the preferred touch point(S) for the following requirements: ---- Query Complaint Service Request Product/ Service Info Others (Please Specify) Channel Partner Call Center Field Engineer Online Contact SECTION 10: CALL CENTER 10 ASK Q49-55 ONLY IF CODED 1 (CALL CENTER) IN Q48 ELSE SKIP TO SECTION 10 Q4 Q49-55 10 44
  • 45. [SHOW CARD G] 49. What was the reason for the call? Was it a......... (MULTIPLE CODING) Complaint 1 CONTINUE 2 SKIP TO Q52 3 SKIP TO Q52 4 a. SKIP TO Q52 Query b. Request c. Understanding a new service offering from the provider d. 50. Could you please think and tell me how many complaints/problems you have reported to ____________ (MENTION SERVICE PROVIDER) in the last 3 months? – 51. Could you please tell me what has been your most frequent complaint/ problem that you have encountered with _____________ (MENTION SERVICE PROVIDER) Internet connection? 1 2 3 4 5 6 8 9 19 Inconsistent Bandwidth Frequent downtimes/ Link down Inaccurate billings High latency /Packet drop Others (Pls Specify)_ ________________ Inconsistent Bandwidth Frequent downtimes/ Link down Payment not credited in the system Others (Pls Specify)________ ________________ The problem/request was resolved by call centre 1 ASK Q53 3 GO TO SUGGESTIONS The problem/request is in the process of being resolved 52. Which of the following statements best describes the response on your problem/request by___________ (MENTION SERVICE PROVIDER) call center? Not sure on the status of the problem/request 4 GO TO SUGGESTIONS 45
  • 46. Satisfaction with the resolution Refused DK/CS Poor Fair 5 Time taken for the resolution b. 4 3 2 1 88 99 5 a. 53.1 Good PROVIDER) call centre on the way your problem /request was resolved? V. Good 53. How satisfied are you with the___________ (MENTION SERVICE Excellent [SHOW CARD A] 4 3 2 1 88 99 *ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q53a+ Why do you say so? Q53a Excellent V. Good Good Fair Poor DK/CS Refused Excellent V. Good Good Fair Poor DK/CS Refused _______________________________________________________________________________________________________ [SHOW CARD A] _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ _______________________________________________________________________________________________________ ________ 54. How would you rate your overall experience with ________ (MENTION SERVICE PROVIDER)’s Call Centre on how they handled your ________________ (READ OUT AS CODED IN Q48) when you called last? 5 4 3 2 1 88 99 – [SHOW CARD A] 55. I am now going to ask you to rate your experiences on some specific parameters related to call centre of ________ (MENTION THE CONNECTION USED) on the same 5-point scale… Ease of getting through to the ____________(MENTION THE CONNECTION USED) call center executive a. 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Courteousness of the call center executive b. Helpfulness of the call center executive c. 46
  • 47. ____________(MENTION THE CONNECTION USED) call center representatives ability to understand your problem/request d. 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Ease of understanding the instructions given ____________(MENTION THE CONNECTION USED) call center representatives e. Ability of ____________(MENTION THE CONNECTION USED) call center executive to provide helpful/satisfactory information f. SECTION 11: ONLINE REPORTING ASK Q56-57 ONLY IF CODED 3 (ONLINE VIA EMAIL) IN Q48 ELSE SKIP TO NEXT SECTION Refused DK/CS Poor Fair Good [SHOW CARD A] V. Good Q56 57 Excellent Q48 56. How would you rate your overall experience with online reporting of ________ (MENTION SERVICE PROVIDER). --- 5 4 3 2 1 88 99 ------- — 47 Refused DK/CS Poor Fair Good parameters related to online reporting of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale… V. Good 57. I am now going to ask you to rate your experiences on some specific Excellent [SHOW CARD A]
  • 48. Promptness in acknowledging you email a. 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Follow-up with ____________(MENTION SERVICE PROVIDER) once you sent them an e-mail b. c. – - Timeliness of providing the resolution Satisfaction with the resolution provided d. SECTION 12: WALK IN CENTRES/ RETAIL OUTLETS ASK Q58-60 ONLY IF CODED 4 (WALK IN CENTER/ RETAIL OUTLET) IN Q48 ELSE SKIP TO SECTION 13 Q48 Q58-60 13 58. Kindly let us know, the reason for your visit to the Walk in centres/Retails outlets. POST CODE LATER Inconsistent Bandwidth 1 Frequent downtimes/ Link down 2 Inaccurate billings Inability to connect to the network 3 E-mail related 5 Difficulty in accessing the call center 6 Encountering problem while paying online 8 Payment not credited in the system 9 Refused DK/CS Poor 19 Fair ____________________ Good Others (Pls Specify)____ V. Good [SHOW CARD A] Excellent 4 59. How would you rate your overall experience with the walk in centres/ retail outlets of ________ (MENTION SERVICE PROVIDER)? 5 4 3 2 1 — 48 88 99
  • 49. [SHOW CARD A] — Refused DK/CS Poor Fair Good V. Good parameters related to walk in centres/ retail outlets of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale… … Excellent 60. I am now going to ask you to rate your experiences on some specific Promptness in attending to you a. 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Courteousness of the executive attending to you at walk-in center /retail outlet b. Helpfulness shown by the executive atwalk-in center /retail outlet c. Ability of the executive atwalk-in center /retail outlet to understand your query/request/problem d. 5 4 3 2 1 88 DK/CS Satisfaction with the resolution provided to your query/request/problem Poor e. Fair Ability of the executive to correctly update you on the status of your query/request/problem. 99 f. SECTION 13: SALES EXECUTIVE 49 Refused Good V. Good [SHOW CARD A] Excellent ASK Q61-62 ONLY IF CODED 5 (SALES EXECUTIVE) IN Q48 ELSE SKIP TO SECTION 14
  • 50. 61. How would you rate your overall experience with the sales executive of ________ (MENTION SERVICE PROVIDER)? 5 4 3 2 1 88 99 ---— [SHOW CARD A] Refused DK/CS Poor Fair Good V. Good parameters related to sales executive of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale… Excellent 62. I am now going to ask you to rate your experiences on some specific Ease of getting in touch with the sales executive a. 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Ability of the sales executive to understand your query/problem b. Effectiveness of theinformation provided by sales executive to resolve the problem c. SECTION 14: NODAL OFFICER ASK Q63-65 ONLY IF CODED 6 (NODAL) IN Q48 ELSE SKIP TO SUGGESTIONS Refused DK/CS Poor Fair Good [SHOW CARD A] V. Good Q63-Q65 Excellent Q48 63. How would you rate your overall experience with the nodal officer of ________ (MENTION SERVICE PROVIDER)? — 5 4 3 2 1 50 88 99
  • 51. [SHOW CARD A] ---- DK/CS Poor Fair Good Refused …— V. Good parameters related to nodal officer of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale… Excellent 64. I am now going to ask you to rate your experiences on some specific Ability of the nodal officer to understand your problem a. 5 4 3 2 1 88 99 5 4 3 2 1 88 99 5 4 3 2 1 88 99 Promptness of the nodal officer in acknowledging your problem b. Ability of the nodal officer to resolve your problem c. [SHOW CARD F] Yes No DK/ CS Ref 5 1 88 99 Could you please tell me if somebody from (MENTION SERVICE PROVIDER)seeked your confirmation for the problem /request/query closure? 65. — --- SUGGESTIONS 66. Could you please suggest three ways in which ____________ (MENTION SERVICE PROVIDER) could improve its products and services? --- _____________________________________________________________________________________________________________________ _____________________________________________________________________________________________________________________ _____________________________________________________________________________________________________________________ ________________________________________________________ CLASSIFICATION 51
  • 52. 67. Could you please look at this card and tell us the industry which your business operates in? 1 Healthcare (Clinics/Pathological labs/Nursing Homes/Hospitals) 12 Any Manufacturing Sector Any other Service Sector 2 Hospitality (Hotels/Restaurants) 13 Service Centers/Automobile dealers 3 Import/ Export House/Business 14 CA/Legal firm/Architects 4 IT/Software development/Web Designing 15 Call Center/ BPO's/KPO's 5 Logistics/Shipping/Courier 16 6 Retail Outlet /Showroom -Electronics/Computer/Mobile - 17 7 Retail Outlet/Showrooms - FMCG/Pharma/Apparels - 18 Advertising /Printing Supplies 8 Tours/Travel Agencies 19 Cyber Cafes 9 Distributor /Wholesaler 20 Construction /Real Estate Consulting / Research/ Media/ Event Mgmt/Marketing Communications System Integrator/Value added reseller of products & services 10 21 Education Inst/Coaching Classes/College Finance/ Banking/ Insurance/ Share Broker 11 Others (Please Specify) 22 52
  • 53. 68. And could you also tell us the annual turnover of your business? Less than Rs. 25 Lacs 1 Rs. 25 Lacs – 50 Lacs 2 Rs. 51 Lacs – 75 Lacs 3 Rs. 76 Lacs – 1 Crore 4 Rs. 1.1 Crores – 2 Crores 5 Rs 2.1 Crores – 5 Crores 6 More than 5 Crores 9 Do not want to disclose 9 69. Could you also tell us the number of employees currently working in your company? 1 9 – 49 50 – 99 2 - 100 – 249 - 3 250 – 500 - 4 Do not want to disclose 9 70. Could you please tell us the number of branches your company has? 1 1 2 2 3-4 - 3 5 and above 4 Do not want to disclose 9 53
  • 54. 71. Would you please give IMRB permission to reveal your name and contact details to ______ (MENTION SERVICE PROVIDER)? --Yes 5 No 1 Thank you for your time 54