A COMPARATIVE STUDY ON CUSTOMER CARE

EFFICIENCY ON AIRTEL AND BSNL

1. Name

2. Sex

:
a) Male

b) Female

3. Age

a) Below 25 years

b) 25 35 years

c) 36 45 years

d) Above 45 years

4. Martial Status

a) Married

b) Unmarried

5. Educational qualification
a) SSLC

b) HSC

d) Post Graduate

e) Diploma

6. Experience

c) Graduate

a) Below 5 Years

b) 5-10 Years

c) 11-20 Years

d) Above 20 Years

7. Monthly Income :
a) Below Rs.3,000

b) Rs.3,001 -6,000

c) Rs.6,001 10,000

d) Above Rs.10,000

8. Is BSNLs & Airtel signal at your area is good?

a) Yes

b) No

9. Are you satisfied with our customer care services?

a) Satisfied

b) Not satisfied

c) Never used

10. Does our customer care employees respond well for your questions
a) Good response

b) Bad response

c) Never used

11. Do you use Internet services

a) Yes

b) No

12. How many times do you login to internet per day

a) Once

b) twice

c) more

d) not even once

13. Maximum recharge per month

a) 10-100

b) 100-200

c) 200-300

d) 300-400

e) 400-500

f) Above 500

14. Are you using any offers

a) Yes

b) No

If yes, mark the offers you are using now

i) STD call cutter

ii) Local call cutter

iv) Message offer

v) Songs

iii) ISD call cutter

vi) others

15. Did you use any other network connection other than BSNL & AIRTEL
a) Yes

b) No

16. Do you feel BSNL & AIRTEL is better than any other connections
a) Better

b) Not better

CUSTOMER SERVICE
17. There is always an easy possibility of choosing different tariff packages.
a) Highly Satisfied
d) Dissatisfied

b) Satisfied

c) Neutral

e) Highly Dissatisfied

18. I will get good information about the services offered

a) Highly Satisfied

b) Satisfied

c) Neutral

d) Dissatisfied

e) Highly Dissatisfied

19. It is very easy to report complaints

a) Highly Satisfied

b) Satisfied

c) Neutral

d) Dissatisfied

e) Highly Dissatisfied

20. Time taken to activate new accounts are short

a) Highly Satisfied

b) Satisfied

d) Dissatisfied

c) Neutral

e) Highly Dissatisfied

21. There is an easy access to customer care centers (nearness)

a) Highly Satisfied

b) Satisfied

d) Dissatisfied

c) Neutral

e) Highly Dissatisfied

22. Availability of bill payment centres are extremely good

a) Highly Satisfied

b) Satisfied

d) Dissatisfied

c) Neutral

e) Highly Dissatisfied

23. If you have to suggest mobile service for your friend, how likely that you
recommend your current service provider
a) Highly Satisfied

b) Satisfied

d) Dissatisfied

c) Neutral

e) Highly Dissatisfied

24. Which service you like most?

a) Airtel

b) BSNL

c) Aircel

d) Docomo

25. Are you satisfied with quality of customer care service of various brands?
Highly
Satisfied

Satisfied

Neutral

Dissatisfied

Highly
Dissatisfied

Airtel
BSNL
Vodafone
Aircel
Docomo
26. Any suggestions :
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