QUESTIONNAIRE: 1

Dear Sir/Madam,
I am conducting a survey on consumer (existing/new) behavior
during taking new mobile-connections.Kindly spare some of
your valuable time to go through the questionnaire & give your
view on this topic. The information provided by you would be
kept confidential & only be used for improving customer
service.

1) Please name the cellular service/connection you are currently using.

a) Airtel b) Tata Indicom c) Vodafone
d) B.S.N.L e) Reliance Comm. f) Spice g)Idea

2) What factors influenced you in purchasing the cellular brand you are
currently using. Rate the factors on a scale of 1-4.
a) Price/Tariff plan/ Offers
b) Brand name
c) Availability in store
d) Signal Strength

3) While purchasing your preferred brand of cellular connection what

sort of features you look forward in your cellular service brand?
a) Network coverage
b) Tariff
c) Price-Validity ratio
d) Value added services

4) What is your preference?

a) Post-paid b) Pre-paid

5) For what reasons you opted for the above plan

a) Convenience/Handset
b) Cost control
c) Value added services
d) Discounts/Attractive schemes

6) How satisfied are you with the cellular service brand you own.
Please tick the appropriate options given below.
a) Extremely satisfied
b) Somewhat satisfied
c) Somewhat dissatisfied
d) Dissatisfied
7) Did you experience any problem with your preferred cellular service
brand?
a) Yes b) No
If yes please specify ______________________________________

8) If yes was the problem effectively taken care off immediately?

a) Yes b) No

9) Did you switched over to any other network .if please specify the
number of times.
a) 1 □ b) 2 □ c) 3 □ d) 4 □ e) more than 4 □

10) How likely you are to recommend your preferred cellular service
brand to your friends and relatives.
a) Very Likely
b) Somewhat Likely
c) Somewhat Unlikely
d) Very Unlikely

11) If you are a existing customer of Your Service provider then which
type of value added services do you want to incorporate with them.

12) As per your opinion how can you improve the existing brand you
are using? Any recommendations if you have to.

13) Personal details (Put tick mark (√) in appropriate box.)

a) Name _____________________ ________________________________ ______
b) Age □ 0-25yrs □ 25-35yrs □ 35-55yrs □ > 55yr.
c) Gender: □ Male □ Female
d) Occupation: _____________________
e) Qualification:
Undergraduate □ Graduate □ Post-graduate □ Professional degree
(Specify) __
f) Income group Monthly income
i. Below 5000
ii. Between 5000-10000
iii. Between 10000-15000
iv. Between 15000-20000
v. Above -20000
 Questionnary-2
Dear Sir/Madam,
I am conducting a survey on consumer (existing/new) behavior
during taking new mobile-connections. Kindly spare some of
your valuable time to go through the questionnaire & give your
view on this topic. The information provided by you would be
kept confidential & only be used for improving customer
service.

1. Please name the cellular service/connection you are currently using

a) Airtel b) Tata Indicom c) Vodafone
d) B.S.N.L e) Reliance Comm f) Spice g) Idea

2. Who influenced you to by the particular cell phone service provider?

a) Family Member b) Neighbors c) Relations d) Friends
e) Advertisement f) Dealers g) Others

3. Why do you buy the mobile connection?

a) For business b) For personal

4. Which type of scheme is most preferable by you?

a) Prepaid b) Postpaid

5. If you have postpaid / prepaid connection mention Scheme, Name &

Monthly rental charges.
____________________________________________________________________

6. For which purpose are you using your mobile connection (Service
Provider) mainly for?
a) Incoming b) Outgoing c) Both d) SMS Messaging

7. Are you aware of the following details relating in your mobile

connection
(Pre / Postpaid connection)
S. No Aware Neutral Unaware
a) Scheme □ □ □
b) Balance of Talk charges □ □ □
c) Periodical offers □ □ □

8. Are you influenced by the following factors relating in your

connection?
S. No Aware Neutral Unaware
a) Monthly rental charges □ □ □
b) Charges for cell connections to land lines □ □ □
c) Signal of tower Networking □ □ □
d) Cost of scheme □ □ □
e) Incoming (in days) □ □ □
f) Number of outgoing calls □ □ □
g) Outgoings call charges □ □ □

9. What factor influenced you to decide your Cellular service provider?

a)Brand Image □
b)Availability □
c)Customer care service □
d)Service charges □

10. Satisfaction level about your cell phone service provider?

S. No Highly Satisfied Satisfied Non-Satisfied
a)Price □ □ □
b) Performance □ □ □
c) Schemes □ □ □
d) Periodical Offers □ □ □
e) Out going call Charges □ □ □

11. Do you face any difficulty in your cell phone connection?

a) Yes b) No

12. If yes, please point out the problem?

a) Coverage □
b) Service □
c) Clarity □
d) Busy network □
e) Others □

13. You consider owing a mobile connection as a -

a) Necessity □
b) Status □
c) Luxury □
d) Compulsion □

14. What is your valuable suggestion / opinion about your cell

phone service provider ?