CUSTOMER SURVEY: QUESTIONNAIRE Name: Date: Name of interviewer: Dear madam / sir, I am a student of Balaji Institute of Modern Management,

Pune. I am conducting a research on the level of satisfaction of MTS customers. For this purpose, I would like to spare a few minutes and share your views with me. Thank you. 1. What is your age group? a) b) c) d) e) Less than 18_ 18-25 years _ 25-35 years _ 35-45 years _ Greater Than 45 _

2. What is your occupation? a) b) c) d) e) f) Government Service _ Private Service _ Business Self-Employed _ Student _ Homemaker _ Others (please specify) __________

3. How often do you get connected to Internet? a) At irregular intervals _ b) Once a day _ c) Twice a day _ 4. How satisfied are you with MTS Data card? a) b) c) d) e) Highly Satisfied _ Moderately Satisfied _ Neither satisfied nor dissatisfied _ Moderately Dissatisfied _ Highly dissatisfied _

5. Please rate the factors given below on a scale of 1 5 based on their importance they hold for you in satisfaction of Data card. (1 least important to 5 most important) 1) 2) 3) 4) 5) 6) 7) 8) Price Easy handling Net Speed Signal Strength Availability in store Tariff plan Offer/Discounts After Sales Service

6. If the price of your most preferred data card as well as tariff charges increases what would you do? a) Shift to another options or different brands of data card _ b) Will be using the same brand _ 7. Which brands of data card you are aware of? a) b) c) d) e) f) g) MTS_ Reliance _ Tata-Indicom _ BSNL _ Vodafone _ Airtel _ Idea_

8. If you choose to shift then which Brand will you prefer and why? a) b) c) d) e) f) Reliance _ Tata-Indicom _ BSNL _ Vodafone _ Airtel _ Idea_

9. Please tick the appropriate box to indicate your degree of satisfaction. Where: 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor, 5 = very poor

S. No 1

Particulars Responsiveness: How do you rate our responsiveness in dealing with you?

Comments / Suggestions

Technical Support: If you received any technical support, how do you rate the technical competence of our CCE and their response time?

Product Quality: How do you rate our products and services and did they meet your needs and expectations regarding quality and performance?

Delivery: How do you rate our delivery on time performance and our commitment to meet your delivery expectations?

Competitiveness:

How do you rate the competitiveness of our products and do they represent best value for total cost of lifetime ownership? 6 Quality: How do you rate our approach to quality management to ensure complete customer satisfaction? 7 Overall: How do you rate MTS? 8 Do you have any comments or suggestions that would help us improve our quality of customer service?