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Quationair on Airtel Broadband Customer Satisfaction Essay

QUESTIONNAIRE BASED ON CUSTOMER
SATISFACTION

NAME OF THE ORGANISATION:………………………………………

ADDRESS / OFFICE (1) ……….………………………………………………… BRANCH OFFICE / HO ….…………………………………….( INDIA / ABROAD)

CONTACT NO. (…S)….. (1) …………………………… (2) ………………………

INFORMATION COLLECTED FROM ………………………………………

DESIGNATION/ E-MAIL ID …….……………………………………………

NO. OF INTERNET USERS ………..………

HOURS OF USAGE PER DAY…………………………………………. *
* ABOUT YOUR ORGANISATION

SYSTEM ADMINISTRATOR……………………..……………….. IT MANAGER …………….………………………………………

1. Overall, how do you feel about your experience with BHARTI as your Internet Service Provider?
Excellent[ ]
Very Good[ ]
Good[ ]
Fair[ ]
Poor[ ]
2. Rate the following aspects of your internet connection from BHARTI
ExcellentVery GoodGoodFairPoor
Reliability[ ][ ][ ][ ][ ]
Speed[ ][ ][ ][ ][ ]
Busy signals[ ][ ][ ][ ][ ]
Disconnects[ ][ ][ ][ ][ ]
3 In speaking with your support representative, how would you rate the following as friendly, as professionalism or as in interested in solving your problem? a. Friendly
As friendly as I expected[ ]
Friendly[ ]
Average[ ]
Less friendly than I expected[ ]
Unfriendly[ ]
N/A[ ]
b. Professionalism
As professional as I expected[ ]
Professional[ ]
Neither professional nor unprofessional[ ]
Less professional than I expected[ ]
Unprofessional[ ]

c. Interest in solving your problem
As interested as I expected[ ]
Very interested[ ]
Interested[ ]
Neither interested nor uninterested[ ]
Uninterested[ ]
4.When solving your problem, how would you rate the information provided? Extremely well presented and understandable [ ]
Well presented and understandable [ ]
Sufficient to solve the problem [ ]
Difficult to understand [ ]
Extremely difficult to understand [ ]
N/A [ ]
5. Understanding of the problem
Very satisfied that my problem was understood[ ]
Somewhat satisfied that my problem was understood[ ]
Unsure that my problem was understood[ ]
My problem was not understood [ ]
Did not have the ability to solve my problem [ ] 6. Was your problem solved on this call?
Yes[ ]
No[ ]
Do not remember[ ]
Other ___________________________________

7. If your answer to the previous question was no, why?
The problem was caused by a piece of software other than Bharti software. [ ]
The problem was due to a network or server outage.[ ] The problem was with my system or phone lines. [ ]
I got transferred to someone who could fix my problem. [ ]
I got frustrated and decided it was not worth fixing my
Problem. [ ]
The rep lacked the knowledge to resolve the problems
With my Bharti software and connection correctly. [ ]
Other ___________________________________

8. If you needed to contact Bharti’s technical support again and were given the option to speak with this representative, would you?
Yes[ ]
No[ ]
Undecided[ ]
9. How would you rate Bharti technical support as compared to that of other companies? Much better than other companies’ technical support.[ ]
Better than other companies’ technical support.[ ]
About the same quality as other companies technical support.[ ]
Worse than other companies’ technical support.[ ]
Much worse than other companies’ technical support.[ ]
I have never contacted another company for technical support.[ ]
N/A[ ]


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