Survey Templates Surveys customer relations

customer relations

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Gender:

Male

Female

Section1: Questions on 3G technology

Which 3G service provider are you currently subscribed to?

Singtel

Starhub

Which factors did you consider when selecting the service provider?

Cost

Loyalty Rewards

Quality of customer services

Network Coverage

Promotional activities

Recommendations by friends and/or family

has subscribe to the service provider for 2G mobile services

Other

Please indicate how frequently you use each of the following 3G services:

	Never	Rarely	Seldom	Average	Often	Always
Making video calls	Never	Rarely	Seldom	Average	Often	Always

Viewing MTV	Never	Rarely	Seldom	Average	Often	Always

Viewing movie trailers	Never	Rarely	Seldom	Average	Often	Always

Getting news	Never	Rarely	Seldom	Average	Often	Always

Playing games	Never	Rarely	Seldom	Average	Often	Always

When do you make use of 3G services?

At home

While traveling

In school

At work

In public areas (e.g. shopping malls)

Other

Which factors may encourage you to use more 3G services?

Lower prices

Improvements in 3G technology

Better 3G network coverage

More content

More friends or family members using 3G services

Other

Please study the table below carefully.
Which 3G price plans would you choose?

ٱPrice Plan A

ٱPrice Plan B

ٱPrice Plan C

(Please tick only one.)

How likely are you to switch 3G service providers?

Definitely

Maybe

Unlikely

Never

If you were to switch 3G service providers, which service provider would you choose?

Singtel

Starhub

I’m not sure.

I am satisfied with my current 3G service provider.

Please explain your choice:

Section 2: Questions on general mobile services

What is your level of satisfaction with the mobile services of your service provider?

Least satisfied

Most satisfied

What are the factors encouraging you to continue subscribing to your current mobile service provider?

Satisfactory price plans

ٱLoyalty rewards

ٱSatisfactory network coverage

ٱSatisfactory promotional activities

ٱQuality of customer service

ٱRetention of mobile phone number

Other

What might encourage you to switch mobile service providers?

Better price plans offered by an alternative service provider

Better network coverage offered by an alternative service provider

Better loyalty rewards offered by an alternative service provider

Billing inaccuracies of current service provider

Other

Section 3: Questions on broadband services

Do you subscribe to any broadband Internet service(s)?

Yes

Which broadband Internet service provider are you currently subscribed to?

What is your level of satisfaction with your broadband Internet service provider?

Least satisfied

Most satisfied

What are the factors encouraging you to continue subscribing to your current broadband Internet service provider?

Satisfactory price plans

Satisfactory data connection speed

Satisfactory promotional activities

Quality of customer service

Other

What might encourage you to switch broadband service providers?

Better price plans offered by an alternative service provider

Better data connection speed offered by an alternative service provider

Better loyalty rewards offered by an alternative service provider

Billing inaccuracies of current service provider

Dissatisfaction with the quality of customer service of current service provider

Recommendations from friends and/or family

Other

Section 4: Questions on Telecommunications Service Providers’ Customer Service

Which customer service medium are you most likely to use to seek each of the following information?
(Please tick ONLY ONE service for each type of information.)

	Hotline	E-mail	Website	Visit retail outlets
Checking of phone bills	Hotline	E-mail	Website	Visit retail outlets

Product information	Hotline	E-mail	Website	Visit retail outlets

Checking accounts for loyalty points	Hotline	E-mail	Website	Visit retail outlets

General service information (e.g. subscription plans)	Hotline	E-mail	Website	Visit retail outlets

Signing up for additional services (e.g. auto-roaming)	Hotline	E-mail	Website	Visit retail outlets

Switching subscription plans	Hotline	E-mail	Website	Visit retail outlets

Technical help	Hotline	E-mail	Website	Visit retail outlets

Which of the following customer services have you personally used? Please indicate your level of satisfaction for each service that you tick.

	Least satisfied	2	3	4	Most satisfied
Customer service hotline	Least satisfied	2	3	4	Most satisfied

E-mail	Least satisfied	2	3	4	Most satisfied

Internet website	Least satisfied	2	3	4	Most satisfied

Assistance from customer service staff at retail outlets	Least satisfied	2	3	4	Most satisfied

Have you ever lost your mobile phone?

Yes

If yes, how did your service provider respond? What improvements would you suggest?

If no, how would you expect your mobile service provider to respond if you lost your mobile phone?

Have you ever encountered any instance(s) of unsatisfactory customer service with respect to telecommunications service providers? If so, please briefly describe it/them.

Please suggest any improvements to any customer service(s).

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