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QUESTIONNAIRE

I, R.Vinay Kumar Regd. NO.16311E0019 doing a project work entitled A STUDY ON


CUSTOMER RELATIONSHIP AND SATISFACTION TOWARDS AIRTEL NETWORK AT
HYDERABAD, for the partial fulfillment of the degree of Master of Business Administration. In this regard I
request you to extend your support by giving your valuable opinion towards relationship of the company with
you.

Name of the respondent: Contact No :

1. Age ( )
A. 18-25 B. 26-35 C. 36-45 D. Above 45
2. Gender ( )
A. Male B. Female
3. Income ( )
A. < 10,000 B. 10,001-20,000 C. 20,001-30,000 D. >30,001
4. Occupation ( )
A. Student B. Employee C. Housewife D. Business man
5. Qualification ( )
A. SSC B. Intermediate C. Degree/B.Tech D. PG
6. From how long you are using Airtel network ( )
A. <1 year B. 1-3 C. 3-5 D. > 5 years
7. The company provides quick response ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
8. The employees maintain effective relation with the customer ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
9. The regular contact of the company to identify their satisfaction levels are ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
10. The company updates towards services are intimated to customers ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
11. The wide range of services provided by the company ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
12. The offers given by the company to customers offensively ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
13. The company is providing customized services ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
14. The promotional activities are attracting the new customers ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
15. The modes of bill payments is user friendly to customers ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
16. The good CRM practices having by the company( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
17. The affective reliability on airtel money transactions( Airtel Payment) ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
18. The good number of customer care centers are available ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
19. The airtel services are trustable ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
20. The airtel employees are provide services with commitment ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
21. The airtel employees takes the customer problems as their own ( )
A. Strongly Agree B. Agree
C. Neutral D. Disagree E. Strongly disagree
22. What is the main purpose of using a mobile phone? ( )
A. Local calls B. National calls C.SMS
23.How will you rate Airtel network clarity? ( )
A. Very good
B. Good
C. Neutral
D. Bad
24) Are you in prepaid or postpaid tariff plan? ( )
A. Prepaid B. Postpaid
25) Do you use rate cutter pack in prepaid /postpaid plan? ( )
A. Yes B. No
25) How will you rate the booster packs offered by Airtel? ( )
A. Best B. Good C. Neutral D . Bad
26) Do you think that you are in the best tariff plan? ( )
A. Yes B. No
27) Rate the tariff plans of Airtel network? ( )
A. Highly economical B. Neutral C. Costly
28) How will you rate the GPRS schemes offered by Airtel? ( )
A. Good B. Neutral C. Bad
29) What are the basic issues faced by you with the mobile operator? ( )
A. Network issues
B. Balance deduction / Wrong billing
C. No best offers
D. Poor customer service
30) In how many days your issue was resolved? ( )
A. Less than 2 days B. 3 days C. 1 week D. not yet resolved
31) How will you rate the customer service of the mobile operator? ( )
A. Good B. Very good C. Neutral D. Poor
32) Mention the best feature of the network? ( )
A. Wide network coverage
B. Economical tariff plans
C. Best offers
D. Good customer service
E. All the above
33) Do you use any other mobile network ? ( )
A. Yes
B. No
C. If yes , mention the network
34) Do you recommend the network to your friends? ( )
A. Yes B. No C. No idea
35) Any other suggestion?

36) Major competitor of Airtel ( )

A.Vodafone B. Aircel C. Reliance Jio D. Idea E. BSNL

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