QUESTIONNAIR Customer using RelianceBroadband $ Telephone Service Name: Address: Involantarly (Billing issue) 1,How long you are

using Reliance service? 2,Reason for the delay in payment of the bill? Time constraintBilling issue Service issueSales issue3,Were the bill accurate? Yes ( ) No ( ) Account No: Contact No :

4,Is there any reliance shoroom or cash point near your area? Yes ( ) No ( )

5, Have you been communicated before your outgoing or incoming is disconected? Yes ( ) No ( )

6,Is there any issue from your side? Yes ( ) No ( )

7, Is there any problem in settlement of bill on time? Yes ( ) No ( )

8, After the payment of the bill is your wire line service released On time? Yes ( ) No ( )

9,Are you experiencing any problem with your phone service? Yes ( ) No ( )

10, Which payment you are depending? Through onlineThrough drop boxesThrough collection agents -

Measure the performence of your current telecom operator onthe following grounds ( your choice )

What made you select the service provider? service OffersNetwork availabilityTarriff planHow did you come to know about the service ? AdvertisementFriends Word of mouthOthers-

SERVICE ISSUE 11,Did you face any frequent disconnection in the service without any prior information? Yes ( ) No ( )

12, Was there any issue with plan ,scheme offered ? Yes ( ) No ( )

13,How and when was the issue resolved? Immediatly through phoneImmediatly through field supportThrough phone but delayedThrough field but delayedcustomer issue 14,Is there any issue from your side? Yes ( ) No ( )

15,Are you satisfied with the present service? Yes ( ) No ( )

16, Is there any problem in setlement of bill on time? Yes ( ) No ( )

17,How you feel about the expense of current service compared to your previous service? High Low same18,Are you getting regular updates regarding the new tarriff plans? Yes ( ) No ( )

19,Do you expect anything else from your current service provider? Yes ( ) No ( ) SALES ISSUE

20,Did the sales person sell the product by giving wrong information? Yes ( ) No ( )

21,Did the sales person compel or force you to buy the service ? Yes ( ) No ( )

22, At the time of installation are you satisfied with the training given by the executive? Yes ( ) No ( )

4, Who is your fixed line service provider? Reliance ( ) BSNL ( ) Airtel ( ) Tata indicom ( )

5,You hav a Broadband connection in your office,if yes what is the total bandwidth requirement? 300 kbps ( ) 600 kbps ( ) 1 Mbps ( ) 2 Mbps ( )

6,who is your broadband service provider? Reliance ( ) BSNL ( ) Airtel ( ) Tata indicom ( ) 7, What's your average monthly bill for fixedline ( Rs) < 5000 ( ) 5000-15000 ( ) 15000 -25000 ( ) > 25000 ( ) others ( )

8, What's your average monthly bill for Broadband line (Rs)

>1000 ( )

1001-5000 ( ) 5001-10000 ( )

> 10000

9, Are you aware that Reliance provides following value added features/products along with broadband and telephone connection? Menu features ( ) conferencing facility ( ) Call transfer ( ) Call toggling ( )

F e a tu r e s Ta r r iff p la n s Vo ic e C la r it y

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B ro a d b a n d s p e e d C u s to m e r s e r v ic e B ill p a y m e n t o p t io n s

What are your top 3 expectation from your telecomservice provider?

When you call customer care how satisfied are you on the following?

W a itin g tim e

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A tt itu d e o f the e xe c u tie v eS a tis fie d A b ility to p ro v id e so lu t io n a tis fie d S O ve ra ll c u s to m e rc a re se r v ic tis fie d Sae