Simple customer questionnaire for more improvement and research based

1. MAXIS’S CUSTOMER SATISFACTION SURVEY
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
7. Are you satisfied with your current mobile operator? Why?
__________________________________________________________________________________

2. 8. How long have you been Telekom Malaysia’s customer?
___________________________________________________________________________________
9. How do you rate the network quality (ex: coverage, reliability) provided by Maxis?
Good Average Poor Not Sure
10. How do you rate the customer service (ex: billing, call centre, etc) provided by Maxis?
Good Average Poor Not Sure
11. What is your perception of the network quality provided by Maxis in comparison to Digi?
Better Similar Worse Not Sure
12. What do you feel needs to be improved for this operator?
Price Packages Network Quality
Customer Services Quality Company Image
13. Which of the following factors do you associate most with Maxis?
Good CSR Good Network Quality Cheap Packages
14. Are most of your friend already using Maxis?
Yes No
15. What additional features that very important to you?
_______________________________________________________________________________
16. Do you use Maxis data to surf web?
Yes No

3. 17. Have aware of any Maxis new plan or promotion?
Yes No
18. Do you know about Maxis Pay?
Yes No
19. What is negative aspect of Maxis in your point of view?
_________________________________________________________________________________
20. What Maxis can do to keep a loyal customer?
_________________________________________________________________________________
21. Kindly rate your perceived customer service quality (billing / call and service centre) for each
mobile operators
22. Kindly rate your perceived customer service quality (billing / call and service centre) for each
mobile operators
Good Poor Average Not Sure
Maxis
Digi
Celcom

4. 23. Do you intend to extend your subscription with your current operator upon contract
termination?
Yes No
24. Are you satisfied with Maxis’s billing services?
Yes No
25. Are you interested if Maxis provide you mobile with their data plan?
Yes No
26. Will you recommend Maxis New Plan to a friend or relative?
Yes No
THANK YOU SO MUCH
Good Poor Average Not Sure
Maxis
Digi
Celcom