Questionnaire

1. I am using an Airtel Connection since

a) Less than 1 year b) Last 1 – 2 years c) Last 2 – 4 years

d) Last 4 – 5 years e) More than 5 years

2. Please Rate (Encircle) on a Scale of 1 to 5 to tell us “How Satisfied are you about
the following aspects of Airtel?”

Where (1 = Very much Unsatisfied, 2 = Unsatisfied, 3 = neither Unsatisfied nor

Satisfied, 4 = Satisfied, 5 = Very much Satisfied)

The Network Coverage of Airtel 1 2 3 4 5

The Network Connectivity of Airtel (i.e. the call 1 2 3 4 5

connects to the other party at the first go)

Delivery of SMS Sent by you 1 2 3 4 5

Complaint / Problem Resolution by Airtel 1 2 3 4 5

Performance of VAS (GPRS/Airtel Live/Alerts) 1 2 3 4 5

Promptness in the Activation of a Service 1 2 3 4 5

Accessibility of Call centre/Customer care 1 2 3 4 5

Response time to the Customer for Assistance 1 2 3 4 5

Customer Service Representative’s Interaction 1 2 3 4 5

Bill Delivery 1 2 3 4 5

Metering & Billing Credibility 1 2 3 4 5

Bill Payment Experience 1 2 3 4 5

3. Have you used any other connection before or are currently using any other
connection apart from Airtel?

a) Yes (if yes Q - 4) b) No. (if No go to Q - 6 )

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4. Which One ________________________________________________________

5. Please assign Weightage in Percentage points on a scale 1 to 100% for each

parameter (given below) depending upon the level of importance of each
parameter according to you, when selecting a service provider. Rate Airtel Vis - a
- Vis the other service provider (You Use) on the following parameters on a scale
of 1 – 10. (Where 1 - Poor, 10 - Excellent) Please mention the name at the Blank.

Parameters Weightage Airtel Other Service Other Service

Provider Provider

___________ ____________
_

Network Availability

Connection Establishment (Accessibility /

No Network Congestion )

Connection Maintenance (No Call Drops)

Connection with good voice quality

Delivery of SMS (Immediate Delivery)

VAS (GPRS, Alerts, etc…)

Metering and billing credibility

Resolution of Network/
Billing/Charging/Validity Complaints

Total 100% ___ ___ ___

6. Which of the following Personality traits Best define the Brand Personality of
Airtel? (Multiple Choice, you can mark more than one option if You )

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a) Honest

b) Imaginative

c) Innovative

d) Spirited

e) Successful

f) Classy

g) Reliable

7. Please Tick the Appropriate choice

Strongly Disagree Uncertain Agree Strongly

Disagree Agree
The Brand Airtel provides Good
Value for Money.

In comparison with other Brands,

The Brand Airtel is Innovative. (First
with advances in service)

I am satisfied with the service of

Airtel.

I would buy the Brand Airtel the next

time I take a new Connection.

I would Recommend Airtel to others.

Something about yourself:

Name: __________________________ Age: (21 – 30) (31 - 40) (41 - 50) (51 – 60) (60+)

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