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Surveys
2011
August
M
Mobile telecommunications
Mobile telecommunications
0%
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Hello:
You are invited to participate in our survey measuring customer satisfaction with mobile telecommunications providers. In this survey you will be asked to complete questions about your experiences with your mobile phone provider. It will take approximately 4-6 minutes to complete the questionnaire.
Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.
Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact Rose Galagher,Jessica Stockdale or Stephen Saunders by email at the email addresses specified below.
Thank you very much for your time and support. Please start with the survey now by clicking on the
Continue
button below.
Mobile Usage
How often do you use your mobile phone
Daily
Weekly
Monthy
Less than once a month
On average, what is your total monthy mobile phone expense
$0-19
$20-39
$40-59
$60-79
$80-99
$100+
How would you rate your knowledge of the services offered by mobile providers
other
than your own
Above average knowledge
Average knowledge
Little knowledge
No knowledge
Current mobile provider
Please rate your levels of satisfaction with the recpetion coverage of your mobile provider in relation to each of the following:
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
N/A
Indoor reception
Outdoor reception
Reception in rural areas
Reception in urban areas
Overall, how satisfied are you with the coverage range of your mobile service provider?
Please consider the dealings you have had with your mobile provider and indicate the levels of satisfaction with the
customer service
they provide.
Indicate your levels of satisfaction with:
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
N/A
The amount time you were required to wait before your issue was addressed
The ease of accessibility to customer service (such as via phone, email, text)
Levels of staff knowledge
The ease and success of problem solution
Overall, how satisfied are you with the customer service of your mobile provider?
Please consider the all the forms of communication you recieve from your mobile provider. This includes bills, text messages, advertising, emails and online access accounts. How satisfied are you with the following:
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
N/A
The method of billing
The methond of payment
Usage levels information (such as when you are approaching your cap or the amount you have spent to date)
Communication of special offers
Overall, how satisfied are you with the communication you recieve from your mobile provider?
In relation to prices, how atisfied are you with the following:
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
N/A
Price of handsets on offer
The range of plans/contract/prepaid options available
The value included in plans/contracts/prepaid options
The rates (calls, text and data)
Overall, how satisfied are you with the prices of the services provided by your mobile provider?
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