University of Luzon

COLLEGE OF BUSINESS ADMINISTRATION

Dagupan City

SURVEY QUESTIONNAIRE

CUSTOMER LOYALTY OF PLDT SUBSCRIBERS

IN STA.BARBARA, PANGASINAN

Name of Respondents: (Optional)_________________________________

Years of Subscription: ___________________________________________

Age:

Below 21

21-30

31-40

41 and above

Civil Status:

Single

Married

Widowed/Widower

Separated

Sex:

Male

Female

Home Address:
Poblacion Norte

Poblacion Sur

Maningding

1
 University of Luzon
COLLEGE OF BUSINESS ADMINISTRATION
Dagupan City

On a scale of 1 to 5 where 1 represents “Extremely Satisfied” and 5

represents “Extremely Dissatisfied,” how would you rate your level of
overall satisfaction with PLDT Company?

1 Extremely Satisfied
Satisfied

Moderately Satisfied

Dissatisfied

Extremely Dissatisfied

Perception of the customers in retaining the customer loyalty of

the current subscribers in terms of the following factors;

Convenience
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
The place/office of
the
telecommunication
provider
convenient to its
customers?
Is the services
being provided
convenient to the
users when
needed?
Is the convenience
factor made you
loyal the PLDT
services?

Expectations
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
Do the
telecommunication

2
 University of Luzon
COLLEGE OF BUSINESS ADMINISTRATION
Dagupan City

provider meet your

expectations?
Do the Provider
promises products
that doesn’t meet
your expectations?
Do the Provider
promises services
that doesn’t meet
your expectations?

Customer Service
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
Are you satisfied
with the
customer
services of the
provider?
Are they
approachable or
reachable in
terms of need?
Is the staff in the
main office
provide you clear
answers to your
complaints?
Is the customer
service factor
made you loyal to
the company?

Rewards
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
Do they offer you
rewards for
previous years of
subscription?

3
 University of Luzon
COLLEGE OF BUSINESS ADMINISTRATION
Dagupan City

Do you hear
news about
rewards and new
product
offerings?
Do you seek for
any rewards for
being loyal in the
company?
Is reward a big
factor in staying
in the company’s
services?

Personal Relationships
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
Is the treatment
by third parties,
such as
salespersons,
store clerks, or
your own
representatives
made you loyal to
the company?
Are they
approachable?
Do they show
customer
relationship
management?
Is Personal
Relationship a
big factor for you
to stay as loyal
customer?

4
 University of Luzon
COLLEGE OF BUSINESS ADMINISTRATION
Dagupan City

Reputation
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
Is reputation of
the company a
big deal for you?
Do you think
reputation a big
factor for
customer loyalty?
How do you see
the reputation of
PLDT?

Community Outreach
Strongly Strongly
Disagree Neutral Agree
Disagree Agree
Have you seen
any
representatives of
the provider
visited your area?
Other than the
products and
services do you
know any
community
outreach services
of the PLDT?

Can you cite problems that you have encountered that made you feel

disappointed and choose to move to other service provider?

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

5
 University of Luzon
COLLEGE OF BUSINESS ADMINISTRATION
Dagupan City

Can you cite the strong points or strength of the PLDT that you think

helps in retaining customer loyalty?

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

As a customer what are your proposals to improve the services of PLDT

and to gain its customer loyalty?

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

Thank you!!!

-Researchers