Study on customers Satisfaction of Asianet Broadband:

Designed Questionnaire


Name: - _______________________________________

Age ____

Gender: - Male Female

Occupation:

1. What form of internet service you use?

Dial up Leased line Fixed broadband

Mobile Wireless

2. Which of the following Internet Service you are using currently
BSNL
Asianet
Idea
Mts
Any other please mention.

3.Is this a work or home connection?

Work Home

4. Identify your purpose of taking a broadband internet connection

Work Education

Video chats Online games and movies




5. How much do you pay for this connection per month?

150- 500 500-1000
1000-1500 1500 and above

6. Are the plans offered by Asianet broadband competitive

Yes No (please mention reason)


7. Which type of plans do u prefer?

Limited plans Unlimited plans


8.How familiar are you with Asianet broadband and their plans?

Very familiar Somewhat familiar

Never heard


9.What does you expect most form your broadband connection

Speed Fewer or no disconnections

Good service Budget plans



10.Identify the reason for being a customer of Asianet broadband

Better speed Good service
Budget plans No other alternatives
Others



5.Does this provider meet the level advertised features and benefits for the plan you
subscribe?

Yes No


6. Rate the Performance of your internet service provider


Very poor Poor satisfactory good excellent
Pricing
Speed
Technical Support
Service
Reliability


7. Do you find difficulty in accessing Customers service of your ISP

Yes No


8.How is the experience with the customer service of your ISP?

Very Responsive Worst

Rarely Responds Only when complained repeatedly


9. How quick are your complaints resolved

Same day 48 working hours

72 working hours 4 days or more





10.Do u find an existence of a proper complaint redressal mechanism ?

Yes No

Remarks and suggestions


11. What are the commonly occurring complaints?

Modem fault No active connection

Speed issues Other (please mention)

12.Are u able to know the status of your complaint

Yes No


13. What made you most think about changing your broadband ISP


Better service Speed and reliability

Attractive plans and offers Dissatisfied with current ISP

N/A



14.Are you aware of the exciting new plans and offers of asianet broadband

Yes No