This is only for educational purpose and information has been compromised. Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer's expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses. WhatsApp Messenger is a proprietary, cross-platform instant messaging service for smartphones without having to pay for SMS.

1. QUESTIONNAIRE
Questioner is a part of P.G.Diploma in Business Administration project by Omkar Mishra on
“A Study on Consumer Satisfaction of Customers towards Whats App”.
1. DEMOGRAPHIC DETAILS
Gender: Male/ Female
Age: Under 18/ 18 to 20/ 21 to 23/ 24 to 26
Occupation: Student/ Service/ Profession/ Business
Marital status: Married/ Unmarried
2. GENERAL ATTRIBUTES
Please tick the appropriate options
Q1. Period from which you are using WhatsApp?
Less than a year 3 – 4 years
1- 2 years 5 years and above
Q2. The frequency of usage of WhatsApp on daily basis?
Less than 30 minutes 1 hour to 2 hours
30 minutes to 1 hour More than 2 hours
Q3. Purpose of using WhatsApp or WhatsApp had helped me in (You can do multiple ticks)
Communicating with people / developing Business/ sharing of information /Enjoyment
Statements Very bad Bad Average Good Excellent
Saves your time
Save your energy
Helps you stay connected with
friends
Helps you stay connected with
family
Receiving Information
Sharing Information
Developing business
Saving money

2. Q4. You can express yourself more easily by which feature of WhatsApp?
Features Very bad Bad Average Good Excellent
Text
Images
Videos
Gif images
Emojis
Q5. Rate WhatsApp in following sections
Sr.
No
Statements
Very bad Bad Average Good Excellent
1. Ease of use
2. Speed
3. Reliability
4. Security
5. Features
6. Sharing files , images, Pdf &
documents
7. Communication
8. Staying connected with
people
Q6. Rate the features of WhatsApp which you like
Statements Very bad Bad Average Good Excellent
Chatting
Voice calling and video calling
Group chatting
Q7. Based on your experience with WhatsApp, would you recommend Whatsapp to a friend?
 Yes
 No
Q8. Based on your usage, are you satisfied with WhatsApp?
 Satisfied
 Neutral
 Dissatisfied