A STUDY OF RELATIONSHIP MARKETING TACTICS AND CUSTOMER LOYALTY WITHIN UNITED KINGDOM'S TELECOM INDUSTRY CASE STUDY OF VODA FONE

Questionnaire

Your Gender

Male

Female

b) Please fill in the name of the mobile telecom operator you are using now?

_____________________________

1.Your mobile phone operator (Vodafone) follows up in a timely manner to customer requests.

2.The forefront personnel of your operator (Vodafone) are always ready to help you.

3.The response to consumers’ complaints is always taken quickly by Vodafone.

4.Your operator (Vodafone) is reliable in providing quality services.

5.Your operator (Vodafone) takes effective ways to help us know its pricing policies of products and services.

6.The pricing strategies of products and services from your operator are attractive.

7.The calling rate offered by your operator is rational.

8.Your operator (Vodafone) is offering flexible pricing for various services that meet my needs.

9.The operator delivered a good brand image to its customers.

10.Your operator (Vodafone) is reliable because it is mainly concerned with the consumers’ interests.

11.You are satisfied with the overall service quality offered by your operator (Vodafone).

12.To you, your operator (Vodafone) clearly is able to provide the best service.

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