Customer Survey on the UniFi Products, Package Rates, Services

Performances, Value Added Services and Customer Satisfaction

by

Students of Master of Science in Business Leadership

Newcastle Business School
Northumbria University
United Kingdom

We are students of, Master of Science in Business Leadership, is currently preparing

the Final Master Project paper.

As a customer of one of the TM UniFi products, you have been randomly selected as
a respondent to this survey as a user of UniFi products that is currently residing in
Bangsar, Shah Alam, Subang Jaya and Taman Tun Doctor Ismail (TDDI). As such,
we would like to obtain your honest feedback with regards to the UniFi products that
you are currently subscribing.

Your valuable response will help to provide useful insight to successfully improve TM
UniFi product performances, customer needs, services and quality.

Your voluntary completion of our questionnaire will signify your informed consent to
participate in our research. Please rest assured that all individual response will
remain confidential and the findings will be reported in the aggregate only so that
information provided by you or about your organization cannot be ascertained or
deduced by the readers of the report. The survey should take no more than 10 – 15
minutes to fill out.

If you have any queries regarding the completion of the questionnaire, please send
us an e-mail either to unifi@tmrnd.com.my.

Thank you very much for your kind assistance in this study

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Instruction:

Please tick (√) the appropriate statements. If any of the item in the questionnaires is
irrelevant or not applicable to you, please mark N/A

PART A : BACKGROUND & PERSONAL DETAILS

Q1. Gender
o Male
o Female

Q2. Customer location

o Bangsar
o Shah Alam
o Subang Jaya
o TDDI

Q3. Age
o Below 20 years
o 20 – 30 years
o 31 – 40 years
o 41 – 50 years
o 51 and above

Q3. What kind of TM UniFi products you are using?

o UniFI VIP 5
o UniFi VIP 10
o UniFi VIP 20
o UniFi BIZ 5
o UniFi BIZ 10
o UniFi BIZ 20

Q4. What is your primary use of the UniFI product?

o Personal purposes
o Business purposes
o Both, Business and Personal purposes

Q5. Which of the following best describes your position as the user of TM UniFI?
o New UniFI user without previous internet subscriptions
o Streamyx user upgraded to UniFi user
o From other non TM Internet providers such as:-
o Maxis Broadband
o Digi
o Celcom Broadband
o P1 WIMAX
o YTL – YES
o Jaring Broadband
o Time Broadband

Q6. How many months have you subscribed to UniFI services?

3
Please specify : ___________________

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PART B : CUSTOMER SURVEY ABOUT THE TM UNIFI PRODUCTS, PACKAGE RATES,
SERVICES PERFORMANCES, VALUE ADDED SERVICES AND CUSTOMER
SATISFACTION

Scale:

For this exercise we request you to answer every question according to following
scale:

1 2 3 4
Strongly Disagree Disagree Somewhat Agree Somewhat Strongly Agree

1. Reasons for subscribing to UniFi

1.1. Price is within your budget 1 2 3 4
✔

1.2. Packages meets your requirements 1 2 3 4

✔

1.3. Existing internet packages does not 1 2 3 4

meet your requirements ✔

1.4. Attractive packages (Internet, HyppTV & 1 2 3 4

Video on Demand, Voice of Broadband) ✔

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2. Product UniFi – HSI (High Speed Internet)
Are you willing to upgrade the UniFi
package if TM do the following offers:

2.1. Increase internet access beyond 20 YES NO

Mbps

2.2. Offer one month of free subscription YES NO

rental

2.3. Reduce monthly subscription rental YES NO

2.4. Offer an i-Pad (an Apple computer YES NO

tablet) with the UniFi package

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3. Product UniFI – HyppTV (Internet
Protocol Television) / VOD (Video on
Demand)

3.1. Are you willing to subscribe to HyppTV YES NO

and VOD. (paid channels/contents)

3.2. Are you interested if UniFI YES NO

(HyppTV/VOD) has the same ASTRO
contents

3.3. Are you willing to terminate ASTRO YES NO

subscriptions if UniFI can offer all or
better contents than ASTRO

3.4. What additional contents that you like to
be included in the UniFI HyppTV/VOD
services
o Sports – EPL, ESPN, CBS Sports
o Chinese TV programs
o Tamil TV programs
✔
o Entertainment –AXN, DIVA, Star World
✔
o Movies – HBO, CineMAX, ShowTime
✔
o News – CNN, BBC, Al-Jazeera
✔
o Children – Cartoon Network, Disney
✔
o Documentary – History, NGE, Animal Planet
o Others: Please
specify___________________

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4. Product UniFI – VOBB (Voice over
Broadband)

Basically it is a phone services over the

internet

4.1. Do you know that you can add an YES NO

additional second phone line which cost
only RM 25 per month

4.2. Do you know that you can enjoy these YES NO

additional free services if you
subscribed to a second phone line?
o Malicious Call Identification
o Call Transfer
o Call Forwarding
o Call Hold
o Call Line Identification Presentation – CLIP
o Do Not Disturb
o Voicemail
o Voice Barring IDD calls
o Voice Premium Calls

4.3. Given the new features, do you like to

subscribe to these services:-

o 3-party Conference – RM3 per month YES NO

o Call Waiting – RM1.50 per month YES NO

o Calling Line Identification Restriction YES NO

(CLIR) - RM3 per month

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5. UniFI – Value Added Services

Do you like to subscribe to the following

UniFI Value Added Services:-

5.1. E-Browse – Online newspapers YES NO

5.2. i-Shield Plus – website content filtering YES NO

5.3. Online Guard Plus – Anti-Virus, YES NO

Spyware, Malware protections

5.4. InfoBlast – 2 Way messages YES NO

5.5. Websites Hosting with economical rates YES NO

5.6. Streamyx Zone – Wifi Hotspots in YES NO

selected public areas

5.7. Are you interested to have the following YES NO

contents available on the UniFI TV
Screen instead of PC
o Facebook over TV
o Twitter over TV
o Friendster over TV
o Internet over TV
o Online shopping over TV

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6. Customer Support Services and Quality 5 – Highest priority 4 - Immediate priority
Performances 3 – Very Important 2 – Not so important
1 - Don’t care
What areas that you want TM UniFI Please circle your selection
services to be improve on:-

6.1. Easy registration process 1 2 3 4 5

6.2. Easy installation process 1 2 3 4 5

6.3. Attractive UniFI packages 1 2 3 4 5

6.4. High Speed Internet stability and 1 2 3 4 5

consistent bandwidth throughput

6.5. More IPTV and Video on Demand 1 2 3 4 5

channels

6.6. Quality telephony services running on 1 2 3 4 5

Voice over Broadband

6.7. After Sales Service and Technical 1 2 3 4 5

Services

6.8. Services on Billings and Payments 1 2 3 4 5

THANK YOU FOR THE FEEDBACKS

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