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  1. Surveys
  2. 2013
  3. May
  4. C
  5. Churn Survey Feb 2014
0%
Exit Survey
 
 
Good morning/Good afternoon, I am ………… from OSN. Am I taking to Mr. …….?
Could you kindly give me 10 minutes of your time, during which I will ask a few questions about your experience with OSN. Our main objective is to keep OSN customers satisfied. Can you please inform me if you are the right person to talk to in regards to your OSN subscription?
 
 
 
 
* Q1- Country and MOP: (Do not ask only record from database)
 
KSA - Credit Card
 
KSA – Direct Debit
 
KSA – Cash
 
UAE - Credit Card
 
UAE - Cash
 
 
 
* Q2- I would like to know more about the reasons why you have not renewed your subscription with OSN? (Unaided, Do Not Read Out) – (Multiple Responses)
 
Travelling for a long period
 
Family left the country (subscribed for the family in the first place)
 
Problem with credit card/cash flow
 
Has other priorities/financial commitments
 
Problems with the landlord
 
Moving house
 
Leaving country
 
Do not have time to watch it
 
Moved in to a house/apartment where only cable is available and no permission for dish installation
 
Double/Over Billing
 
Frequent technical problems
 
Issues with OSN after sales service
 
Changes on EPG (channel numbering)
 
Issues with the dealer
 
Repetition of Western movies
 
Repetition of western series
 
Low quality of Western movies
 
Irrelevant Content
 
Western movies are not exclusive and are shown on free to air channels
 
No coverage of Arabic football leagues
 
No coverage of major Western football leagues
 
Not enough Arabic content
 
There are enough free to air channels that show satisfactory content to meet different needs and desires
 
Removal of Media Gate Channels or Alfa Channels
 
Reservations
 
To prevent other family members’ exposure to excessively daring movies
 
Not considerate to the Arab culture
 
Distracting kids from their studies
 
Price/Payment options/Policies
 
Subscription fees are expensive
 
No value for money
 
Received more convenient offers from other providers (Triple play, etc…)
 
Recent changes made on packaging and pricing
 
Payment methods are not convenient
 
Additional charges by the dealer
 
Additional charges by OSN
 
Refused to extend OSN warranty
 
Was not reminded
 
Planning to but have not got the time yet to visit OSN/Dealer to renew the subscription
 
Not a reliable technological set-up
 
Not bundled with fixed phone and internet
 
The box is not advanced enough
 
Dislike the HD software
 
Cannot use Abu Dhabi or Al Jazeera cards
 
Dislike the box functionality
 
No rewards and loyalty program
 
I should receive the new box for free for being a long term customer
 
No offers for existing customers
 
Re-Subscribed already/re-joined as a new subscriber
 
Have a second subscription to OSN and cancelled only one
 
Other
 

 
 
 
Q3- Can you please provide me with your smart card number?
   
 
 
 
* Q4- Can you please inform me why you have unsubscribed then re-subscribed again to OSN?
 
Received a better offer from OSN for new sales
 
Advised by the sales agent to get a new box
 
Changed house
 
Don’t Know/Don’t Remember
 
Other
 
 
 
 
* Q5- Do you remember being contacted by an OSN representative before and after disconnection?
 
Yes
 
No
 
 
 
* Q6- Can you please inform me how you were contacted by the OSN representative?
 
Phone
 
SMS
 
Bmail
 
Email
 
Don’t Know/Don’t Remember
 
Other
 

 
 
 
* Q7- Why were you subscribed to OSN?
 
Arabic programmes/channels in general
 
Arabic talkshows on current affairs locally and in the region
 
Arabic movies
 
Original Arabic series
 
Dubbed into Arabic Turkish series
 
Arabic entertaining talkshows/programs
 
Ramadan Programs
 
A wide variety of Western movies
 
A wide variety of kids programmes/channels
 
Educational/informative/documentary channels
 
Sports channels
 
Olympics coverage
 
Football
 
Rugby
 
Comedy channels/programmes
 
Western Action movies and series
 
Exclusive content
 
Latest content
 
Uncensored content
 
A wide variety of content/channels
 
High quality content/better quality of content than what is offered by other TV providers
 
Uninterrupted movies (no commercial breaks during the movie)
 
Personal
 
Change in financial / employment circumstances / could afford to subscribe now
 
Change in personal circumstances (i.e. maternity / retirement)
 
Better quality of picture and sound
 
Advanced box/receiver/decoder with many useful features
 
OSN Play
 
Ability to watch a program and record others
 
Ability to pause, rewind and fastforward
 
Multiroom/can watch TV in different rooms at the same time
 
Video on Demand service
 
Pay Per View
 
High Definition channels
 
Moved house and was already available in my new location
 
Received a special offer/discount
 
Received it as a gift
 
Good past service received/previous relationship / had before and missed it
 
Had problems with previous supplier/ poor experience with another supplier
 
Neighbors/ friends/ relatives are subscribers
 
Other household members wanted it/ cater for different household needs
 
Recommended by family/friends
 
Good Value for money
 
OSN privileges (rewarding program
 
Filipino TV series
 
Filipino Movies
 
Filipino Sports
 
Filipino Kids
 
Don’t Know
 
Other
 

 
 
 
* Q8- Did any family members influence your decision to subscribe to OSN?
 
Yes
 
No
 
 
 
* Q9- Which family members influenced your decision to subscribe to OSN?
 
Spouse
 
Parents
 
Children
 
Other
 
 
 
 
* Q10- Did any family members influence your decision not to renew your subscription to OSN?
 
Yes
 
No
 
 
 
* Q11- Which family members influenced your decision not to renew your subscription to OSN?
 
Spouse
 
Parents
 
Children
 
Other
 
 
 
 
* Q12- Have you received what you were offered by the sales agent?
 
Yes
 
No
 
 
 
* Q13- What was missing? (Unaided, Do Not Read Out) – (Multiple Responses)
 
Free box
 
Ability to cancel at any time
 
Difference in price promised
 
Did not receive the discount promised
 
Free movies
 
Don’t Remember/Don’t Know
 
Other
 

 
 
 
* Q14- How many hours per day did u use to spend watching OSN?
 
Less than 1 hour
 
1 hour
 
2 hours
 
3 hours
 
4 hours
 
5 hours
 
More than 5 hours
 
Never watched
 
Don’t Remember
 
 
 
* Q15- Are you currently subscribed to any Pay-TV network?
 
Yes
 
No
 
 
 
* Q16- Which pay TV networks are you currently subscribed to? (Unaided, Do Not Read Out) – (Multiple Responses)
 
ART
 
Pehla
 
Al Majd TV
 
Abu Dhabi Sports
 
Al Jazeera Sports/ beIN Sports
 
My HD
 
Invision from STC
 
Mobily
 
Zain
 
Du
 
Etisalat/E-Life/Evision
 
None
 
Don’t Know
 
Other
 

 
 
Q17- Did you subscribe to (insert network from Q15) before or after cancelling your OSN subscription?
Before After
ART
Pehla
Al Majd TV
Abu Dhabi Sports
Al Jazeera Sports / beIN Sports
My HD
Invision from STC
Mobily
Zain
Du
Etisalat/E-Life/Evision
Other
 
 
Q18- What are the reasons for subscribing to (insert network from Q16)? (Unaided, Do Not Read Out) (Multiple Response)
ART Pehla Al Majd TV Abu Dhabi Sports Al Jazeera Sports/ beIN Sports My HD Invision from STC Mobily Zain Du Etisalat/E-Life/Evision Other
Better picture/sound quality
High Definition channels
Advanced box/receiver/decoder
Wide choice of channels and programs
Channels for every member of the family
Shows programmes that are suitable for family viewing
Wide choice of kids programs
Safe viewing for kids
Shows content that suits their culture
Exclusive Arabic programmes
ART Pehla Al Majd TV Abu Dhabi Sports Al Jazeera Sports/ beIN Sports My HD Invision from STC Mobily Zain Du Etisalat/E-Life/Evision Other
Turkish Soap Operas
Wide variety of Western programmes
Wide variety of Western movies
Exclusive Western movies
Latest Western movies
Latest seasons of Western Series
International football leagues
Local/Regional football Leagues
Entertainment channels and programs
Wide choice of sports
ART Pehla Al Majd TV Abu Dhabi Sports Al Jazeera Sports/ beIN Sports My HD Invision from STC Mobily Zain Du Etisalat/E-Life/Evision Other
Wide choice of documentaries
Educational/ informative programmes/ channels
News channels
Interactive channels and services
PVR decoder to record programs on internal hard disk
Pay per view films
TV on demand
Multi room, to watch programs on a second TV in the house
Exclusives/ Shows programmes you can’t watch on other channels
Triple play (STC or Mobily or Zain where you have Internet, TV, and Landline at a reduced price in one package)
Digital Content (Multiscreen)
Good value for money
None
Don’t Know
Other
 
 
 
* Q19- Are you planning to subscribe to any Pay-TV network in the next 3 months?
 
Yes
 
No
 
 
 
* Q20- Which pay TV network are you planning to subscribe to in the next 3 months? (Unaided, Do Not Read Out) – (Multiple Responses)
 
OSN
 
ART
 
Pehla
 
Al Majd TV
 
Abu Dhabi Sports
 
Al Jazeera Sports/ beIN Sports
 
My HD
 
Invision from STC
 
Mobily
 
Zain
 
Du
 
Etisalat/E-Life/Evision
 
None
 
Don’t Know
 
Other
 

 
 
Q21- What are the reasons that will make you subscribe to (insert network from Q20)
(Unaided, Do Not Read Out) (Multiple Response)
OSN ART Pehla Al Majd TV Abu Dhabi Sports Al Jazeera Sports / beIN Sports My HD Invision from STC Mobily Zain Du Etisalat/E-Life/Evision Other
Better picture/sound quality
High Definition channels
Advanced box/receiver/decoder
Wide choice of channels and programs
Channels for every member of the family
Shows programmes that are suitable for family viewing
Wide choice of kids programs
Safe viewing for kids
Shows content that suits their culture
Exclusive Arabic programmes
OSN ART Pehla Al Majd TV Abu Dhabi Sports Al Jazeera Sports / beIN Sports My HD Invision from STC Mobily Zain Du Etisalat/E-Life/Evision Other
Arabic talk shows on current affairs locally and in the region
Arabic Movies
Original Arabic series
Dubbed in to Arabic Turkish Soap Operas
Wide variety of Western programmes
Wide variety of Western movies
Exclusive Western movies
Latest Western movies
Latest seasons of Western Series
International football leagues
OSN ART Pehla Al Majd TV Abu Dhabi Sports Al Jazeera Sports / beIN Sports My HD Invision from STC Mobily Zain Du Etisalat/E-Life/Evision Other
Local/Regional football Leagues
Rugby
Entertainment channels and programs
Wide choice of sports
Wide choice of documentaries
Educational/ informative programmes/ channels
News channels
Interactive channels and services
PVR decoder to record programs on internal hard disk
Pay per view films
OSN ART Pehla Al Majd TV Abu Dhabi Sports Al Jazeera Sports / beIN Sports My HD Invision from STC Mobily Zain Du Etisalat/E-Life/Evision Other
TV on demand
Multi room, to watch programs on a second TV in the house
Exclusives/ Shows programmes you can’t watch on other channels
Triple play (STC or Mobily or Zain where you have Internet, TV, and Landline at a reduced price in one package)
Digital Content (multi screen)
Good value for money
Filipino TV Series
Filipino Movies
Filipino Sports
Filipino Kids
None
Don’t Know
Other
 
 
 
* Q.22- Are you subscribed to any of the online digital platforms that provide movies, series or other programs?
 
Yes
 
No
 
 
 
* Q23 - Which of the following online digital video services are you currently subscribed to?
 
Netflix
 
Hulu
 
Icflix
 
Viewster
 
Istikana
 
Forja TV
 
SHOFHA
 
Shahid
 
Talfazat
 
CineMoz
 
Aflam1.com
 
TE Live Media
 
beIN Sports/ Al Jazeera Sports
 
Dawri Plus
 
Nutan
 
Now TV
 
Love Film
 
Apple TV
 
Other
 

 
 
Q24- To what extent are you satisfied with the online digital platforms you are currently subscribed to (Insert Platform from Q23)? Please use a scale from 1 to 10 where 10 means totally satisfied and 1 means not satisfied at all.
1 2 3 4 5 6 7 8 9 10 N/A
Netflix
Hulu
Icflix
Viewster
Istikana
Forja TV
SHOFHA
Shahid
Talfazat
CineMoz
1 2 3 4 5 6 7 8 9 10 N/A
Aflam1.com
TE Live Media
BEin Sports/ Al Jazeera Sports
Dawri Plus
Nutan
Now TV
Love Film
Apple TV
Other
 
 
 
* Q25- What genres do you watch on your online digital platform?
 
Arabic series
 
Turkish dubbed series
 
Western series
 
Arabic Movies
 
Western Movies
 
Arabic news
 
English news
 
Arabic Talk shows
 
English Talk shows
 
Western Entertainment (Events, concerts, musicals, etc…)
 
Arabic Entertainment (Events, concerts, musicals, etc…)
 
Arabic Documentaries
 
English Documentaries
 
Food/Cooking
 
Sports
 
Kids Content
 
Other
 
 
 
 
* Q26- How many hours per day do u spend watching on your online digital platform?
 
Less than 1 hour
 
1 hour
 
2 hours
 
3 hours
 
4 hours
 
5 hours
 
More than 5 hours
 
Never watch
 
Don’t Remember
 
 
 
* Q27- How long have you been subscribed to your online digital service?
 
Less than 3 months
 
3-6 months
 
6 months to 1 year
 
1 year – 2 years
 
More than 2 years
 
Don’t remember
 
 
Q28- Now using a scale from 1- 10 where 1 means not satisfied at all and 10 means highly satisfied, can you please rate your level of satisfaction with OSN on the following:
1 Not satisfied at all 2 3 4 5 6 7 8 9 10 highly satisfied N/A
* Overall Satisfaction with OSN
* Satisfaction with the content OSN provides
* Satisfaction with the service OSN provides
* Satisfaction with the technology OSN provides
* Satisfaction with the price charged by OSN
* Satisfaction with receiving everything you have been promised with by OSN
* Satisfaction with the recent changes made to your product
 
 
 
* Q29- Were you registered to OSN Play?
 
Yes
 
No
 
 
 
* Q30- Now using a scale from 1- 10 where 1 means not satisfied at all and 10 means highly satisfied, can you please rate your level of satisfaction with OSN Play?
 
1
 
2
 
3
 
4
 
5
 
6
 
7
 
8
 
9
 
10
 
Dont Know
 
 
 
* Q31- Were you registered to OSN Privileges?
 
Yes
 
No
 
 
 
* Q32- Now using a scale from 1- 10 where 1 means not satisfied at all and 10 means highly satisfied, can you please rate your level of satisfaction with OSN Privileges?
 
1
 
2
 
3
 
4
 
5
 
6
 
7
 
8
 
9
 
10
 
Dont Know
 
 
 
* Q33- Were you watching any Video on Demand on OSN?
 
Yes
 
No
 
 
 
* Q34- Now using a scale from 1- 10 where 1 means not satisfied at all and 10 means highly satisfied, can you please rate your level of satisfaction with the OSN Video On Demand?
 
1
 
2
 
3
 
4
 
5
 
6
 
7
 
8
 
9
 
10
 
Dont Know
 
 
 
* Q35- What can we do to bring you back to OSN? (Unaided, Do Not Read Out)- (Multiple Response)
 
More Arabic programmes/channels in general
 
More Arabic talk shows on current affairs locally and in the region
 
Latest Arabic movies
 
More Original Arabic series
 
More Dubbed into Arabic Turkish series
 
More Arabic entertaining talk shows/programs
 
Dubbed series/telenovelas from Latin America and other parts of the world
 
A wider variety of Western movies
 
A wider variety of kids programmes/channels
 
More Educational/informative/documentary channels
 
Spanish football league
 
English football league
 
Italian football
 
Champions League (UEFA)
 
More local/regional Arabic football leagues
 
WWE
 
Other international sports (Tennis, Boxing, Basketball, etc…)
 
More comedy channels/programmes
 
More western Action movies and series
 
More exclusive content
 
More latest content
 
More kids content
 
A wider variety of content/channels
 
High quality content/better quality of content than what is offered by other TV providers
 
More female oriented content
 
Unique content (different from FTA)
 
Once my financial situation is better
 
Cheaper price
 
Receive a special offer/discount
 
To Extend the warranty
 
Billing Accuracy
 
More reliable technological set-up
 
If bundled with fixed phone and internet
 
To be able to use Abu Dhabi or Al Jazeera cards on the box
 
More advanced box/receiver
 
Fix the technical problems
 
Sort out the issues with CSR
 
Sort out the issues with the dealers
 
To offer rewards and a loyalty program
 
To have free upgrade offers
 
Other
 

 
 
 
Q36- What channels do you miss on OSN? Channel 1
   
Channel 2
   
Channel 3
   
Channel 4
   
Channel 5
   
 
 
 
Q37- What programs do you miss on OSN? Program 1
   
Program 2
   
Program 3
   
Program 4
   
Program 5
   
 
 
 
* D1 - Gender: (Do not ask only record)
 
Male
 
Female
 
 
 
* D2- Nationality:
 
Bangladeshi
 
Indian
 
Pakistani
 
Sri Lankan
 
Algerian
 
Bahrain
 
Egyptian
 
Jordanian
 
Iranian
 
Iraqi
 
Lebanese
 
Libyan
 
Moroccan
 
Oman
 
Qatari
 
Saudi
 
Sudanese
 
Tunisian
 
Emirati
 
Kuwaiti
 
Canadian
 
French
 
German
 
Italian
 
South African
 
Spanish
 
UK
 
USA
 
Other
 
 
 
 
* D3- Nationality:
 
Saudi
 
Emirati
 
Kuwaiti
 
Qatari
 
Expat Arab
 
Westerner
 
Asian
 
Other
 
 
 
 
* D4- Can you please tell me which age group you belong to?
 
Under 20
 
18-29
 
30-39
 
40-50
 
50+
 
Refused
 
 
 
* D5- Marital Status:
 
Married/co-habiting
 
Single
 
Divorced
 
Separated
 
Widowed
 
(Refused)
 
 
 
* D6- Do you have any children?
 
Yes
 
No
 
Refused to answer
 
 
 
D7- Can you please tell me what is your occupation? (DO NOT READ OUT)
 
Directors/ CEOs/ Owners of large companies/ High Government Officials (A)
 
Senior Management/ High Professionals/ Merchants/ Senior Civil Servants/ Senior Army Officers/ Owners of smaller companies (B)
 
Middle & Junior Management/ Junior Army Officers/ Middle Grade Civil Servants/ Owners of small shops/ Skilled Professionals Teachers etc. (C1)
 
Supervisory and Clerical Staff/ Employees in offices/ Bank Employees/ Lower Grade Civil Servants (C2)
 
Skilled Laborers/ Carpenters/ Electricians/ Plumbers/ Shop Assistants/ Cooks/ Waiters etc. (D)
 
Unskilled or Casual Labourers/ Unemployed/ Servants/ Maids/ Watchmen/ Office-boys/ Street vendors etc. (E)
 
Retired/ Housewife (E)
 
Housewife
 
Student in college/ university
 
Pupil in high school
 
 
 
* D8- Package type: (Do not ask only record)
 
Dual Platinum HD
 
Platinum HD
 
Premier HD
 
Premier
 
Entertainment Extra
 
Entertainment
 
Family
 
OSN Pinoy Plus Extra
 
OSN Pinoy Plus
 
OSN TFC Plus
 
Alfa
 
OSN Pehla Prime
 
OSN Pehla Variety
 
OSN Pehla Spice Plus
 
OSN Pehla Spice
 
Other
 
 
 
 
* D9- Type of receiver: (Do not ask only record)
 
Showbox
 
HD Box
 
HD Plus Box
 
Other
 
 
 
 
* D10- Length of Tenure: (DO NOT ASK, ONLY RECORD)
 
Less than 3 months
 
3-6 months
 
6 months to 1 year
 
1 year – 2 years
 
More than 2 years
 
 
 
* D11- Smart card number: (Do not ask only record)
   
 
 
 
* D12- Name of respondent: (Do not ask only record)
   
 
 
 
* D13- Contact number: (Do not ask only record)