The document is a customer satisfaction survey for Telekom Malaysia (TM) that contains 26 questions regarding customers' demographics, awareness and usage of TM services, satisfaction with TM services, and likelihood of recommending TM. It requests contact information and asks questions about gender, age, race, religion, education level, occupation, current services used, satisfaction levels, and willingness to switch or recommend TM's services. The purpose is to collect information from TM customers to evaluate customer satisfaction for academic purposes.

1. Customer Satisfaction at Telekom Malaysia (TM)
Note: We the students of The City University of Business Administration are conducting a survey and
hereby request you to fill up the questionnaire. The information provided by you will be kept strictly
confidential and will be used for academic purpose only.
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

2. 7. Do you have landline phone or internet service provider? Yes No
8. Are you aware about Telekom Malaysia? Yes No
9. From which source you came to know about TM?
Advertisement Newspaper Word Of Mouth
10. How long have you been Telekom Malaysia’s customer? _________________________________
11. What services do you currently subscribe to? __________________________________________
12. Are you aware of all upcoming events and promotions of Tm? Yes No
13. How often do you use your landline for long distance calls? _____________________________
14. How frequently seen ads for TM’s products and services?__________________________________
15. If TM offered cellular service, would you switch to have your service with us?
Yes No
16. Who is your Internet service provider? _____________________________________________
17. Do you have high speed internet? Yes No
18. If yes, what are the purpose for? ___________________________________________________
19. Your level of satisfaction with your Internet service provider? ______________
20. Do you subscribe to a Television service in your home? Yes No
21. Who is your television service provider? ________________________________________
22. Your level of satisfaction with your Television service provider? _________________________

3. 21. How likely would you consider using TM for each of the following services?
22. Do you bundle your services with TM? Yes No
23. Are you satisfied with TM’s billing services? Yes No
24. Are you satisfied with TM’s customer services? ________________________________________
25. What is your salary range (estimated)?
600-1000 1000-2000 2000-5000 5000 above
26. Will you recommend this service provider to a friend or relative? Yes No
1 2 3 4 5
Landline
Television
Internet
My Business

4. “We truly appreciate your assistance in completing the survey”