Survey Templates Surveys Mobile-phone Maintaince perception

Mobile-phone Maintaince perception

RayaM

Preview this template

Hello:
We are a group of MBA students, conducting a research about the perception of the consumer towards the different cell-phone maintenance service centers in Egypt. We are seeking to reveal the problems that consumer face in the different maintenance service centers. it is a 10-15 minutes survey. We would appreciate if you could take the time to fill in the survey.

Rank the following cell phone brands according to your preference

Nokia

Samsung

Siemens

Sony Ericsson

Alcatel

I-Mate

For how many years have you had a mobile-phone?

approximatly, how many times did you go to a maintenance center to fix your cell phone?

0 times

1-3 times

4-6 times

7-9 times

>9 times

If you would choose one of the following stores to buy a mobile phone, which one would you choose

Axiom

Mobile Shop

Raya

Ring

Shops of "Abd-el Aziz" street

Other

choose all that applies that support your previous answer

It has cheaper prices

It has better maintenance and warranty

It offers the most recent issued models of cell phones.

It is near my house

I've watched the T.V advertisements.

My friend advice me to go to it, because he has tried it.

I know that it is a big company and expect its service to be perfect.

Other

When you are buying a new cell phone what would you prefer?

Warranty against manufacturing errors for one year

Warranty for one year + insurance against accidents

I neither care about warranty nor insurance

What would you think is the main reason that causes the warranty-related problems

Specifications that are included in the warranty

Improper execution of the warranty

Improper monitoring of warranty execution

The lack of precise way of detecting which problem would be considered as a manufacturer error and which one is considered to be considered to due to misuse

If your mobile phone has a problem (but the phone is still operating its basic functions) and t is not under the warranty coverage, which of the following actions would do you take?

Buy a new phone

Go to a service center to fix the cell phone

Keep the phone broken and replace it when it is not functioning anymore

I think that the problems that I would be facing in cell phones' service centers stem from

The service center culture

The general culture of service providers in Egypt, especially those who provide maintenance services

Egyptian culture as a whole

Other

What would you do if you have a problem while fixing your mobile in one of the service centers?

I'll leave the center deciding not to return to it, but I'll not complain.

I'll formally complain in the service center or through one of its call centers

I'll complain first in the center, if there is no response, I'll complain at the "Consumer Rights' Protection" Committee.

If you are choosing a cell phone service center to go to, what would be the criteria of your decision making? Rank each of the following according to its importance

	Exteremly not Important	Not Important	Netural	Important	Very Important
Quality of the maintenance service	Exteremly not Important	Not Important	Netural	Important	Very Important

Customer service Efficiency	Exteremly not Important	Not Important	Netural	Important	Very Important

Suitable/Reasonable Service Price	Exteremly not Important	Not Important	Netural	Important	Very Important

Efficiency of the corrective / compensational approaches	Exteremly not Important	Not Important	Netural	Important	Very Important

Time taken to fix the cell phone problem	Exteremly not Important	Not Important	Netural	Important	Very Important

In each of the following pairs, which service center do you think is better?

Raya

In each of the following pairs, which service center do you think is better?

Ring

Raya

In each of the following pairs, which maintenance center do you think is better?

Axiom

Raya

In each of the following pairs, which service center do you think is better?

Raya

Shops of "Abd-el Aziz" street

Talking about Raya, how do you evaluate the following:

	Poor	Below Average	Average	Good	Excellent
Quality of the maintenance service	Poor	Below Average	Average	Good	Excellent

Customer service Efficiency	Poor	Below Average	Average	Good	Excellent

Suitable/Reasonable Service Price	Poor	Below Average	Average	Good	Excellent

Efficiency of the corrective / compensational approaches	Poor	Below Average	Average	Good	Excellent

Time taken to fix the cell phone problem	Poor	Below Average	Average	Good	Excellent

Talking about I2, how do you evaluate the following:

	Poor	Below Average	Average	Good	Excellent
Quality of the maintenance service	Poor	Below Average	Average	Good	Excellent

Customer service Efficiency	Poor	Below Average	Average	Good	Excellent

Suitable/Reasonable Service Price	Poor	Below Average	Average	Good	Excellent

Efficiency of the corrective / compensational approaches	Poor	Below Average	Average	Good	Excellent

Time taken to fix the cell phone problem	Poor	Below Average	Average	Good	Excellent

Talking about Ring, how do you evaluate the following:

	Poor	Below Average	Average	Good	Excellent
Quality of the maintenance service	Poor	Below Average	Average	Good	Excellent

Customer service Efficiency	Poor	Below Average	Average	Good	Excellent

Suitable/Reasonable Service Price	Poor	Below Average	Average	Good	Excellent

Efficiency of the corrective / compensational approaches	Poor	Below Average	Average	Good	Excellent

Time taken to fix the cell phone problem	Poor	Below Average	Average	Good	Excellent

Talking about Axiom, how do you evaluate the following:

	Poor	Below Average	Average	Good	Excellent
Quality of the maintenance service	Poor	Below Average	Average	Good	Excellent

Customer service Efficiency	Poor	Below Average	Average	Good	Excellent

Suitable/Reasonable Service Price	Poor	Below Average	Average	Good	Excellent

Efficiency of the corrective / compensational approaches	Poor	Below Average	Average	Good	Excellent

Time taken to fix the cell phone problem	Poor	Below Average	Average	Good	Excellent

Have you visited Raya seeking for maintenance service before?

Yes

As to evaluate the quality of the maintenance service at Raya, please choose a number for each of the following features

	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5
Honesty of the technicians about the problem definition	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Sticking to the specified delivery deadline	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Availability of spare parts	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Honesty in exchanging of the spare parts(not previously used)	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Efficiency of the maintenance staff to fix the cell phones' problem	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Recurrence of the problem after the maintenance	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

As to evaluate the customer service efficiency at Raya, please choose a number for each of the following features

	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5
Responsiveness of Customer Service	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Friendliness of Customer Service	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Efficiency of the call center	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Customer Orientation	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Did your perception change after you visited Raya's maintenance center?
Rank your perception of Raya in a scale of (0-10) with 10 being highly perceived

Have you visited I2 seeking for maintenance service before?

Yes

As to evaluate the quality of the maintenance service at I2, please choose a number for each of the following features

	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5
Honesty of the technicians about the problem definition	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Sticking to the specified delivery deadline	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Availability of spare parts	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Honesty in exchanging of the spare parts(not previously used)	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Efficiency of the maintenance staff to fix the cell phones' problem	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Recurrence of the problem after the maintenance	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

As to evaluate the customer service efficiency at I2, please choose a number for each of the following features

	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5
Responsiveness of Customer Service	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Friendliness of Customer Service	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Efficiency of the call center	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Customer Orientation	-5	-4	-3	-2	-1	+1	+2	+3	+4	+5

Did your perception change after you visited I2's maintenance center?
Rank your perception of Raya in a scale of (0-10) with 10 being highly perceived

Did you see Raya's advertisements?

Yes

Describe the latest news/ information that you have heard/Known about Raya

Positive

Negative

Neutral

I haven't heard/known any news about Raya recently.

What was the channel that you have heard/known it from?

Newspaper

Internet

I was told about by my friends, relatives or colleagues

Other

How did it affect your perception about the company?

it didn't affect me at all

it made me consider buying a phone from the company

it made determined not to buy a phone/ deal with the company in any way

28. Rank the following services from 1 to 5 (1 = Most preferred and 5 = least preferred), that would encourage you to deal with a certain maintenance center: (if one service does not matter to you, don't rank it )

provide me with a temporary phone till the center fixes mine

give me a detailed check up report about what is wrong my phone and what will be the procedure, alternatives, cost and duration of maintenance

stick to the stated deadline of the maintenance duration

Have well-trained technician and quality assurance staff.

Customer oriented culture of the customer service

Rate the following (in a scale from 0 to 10) in a way that indicates its efficiency in improving customers' perception of Raya.

	0	1	2	3	4	5	6	7	8	9	10
Conducting training courses on regular basis with different levels to suit all employees and decision makers, whose promotion will depend on their evaluation after the training.	0	1	2	3	4	5	6	7	8	9	10

Accreditation of the center by being audited by external auditors.	0	1	2	3	4	5	6	7	8	9	10

Auditing by Nokia and Samsung International companies.	0	1	2	3	4	5	6	7	8	9	10

Publishing their procedures and commitments to their customers in newspapers to ensure transparency and strong commitments.	0	1	2	3	4	5	6	7	8	9	10

Gender

male

female

Age

< 17

17 – 22

23- 30

31 – 40

> 40

Net income

less than 1, 000

1, 001 – 2, 000

2, 001 – 5, 000

5, 001 – 10, 000

> 10,000

Occupation

student

government employee

private company employee

self-employed

Other

Residence

Mohandessin

Dokki

Maadi

Masr El Gedida

Nasr City

Other

use this free template

Mobile-phone Maintaince perception

Related templates and questionnaires

QuestionPro in your language

Awards & certificates

The Experience Journal