QUESTIONAAIRE ON CUSTOMER PERCEPTION AND CUSTOMER CARE ON SERVICE QUALITY WITH REFERENCE TO BSNL

1. Are you aware of services provided by the BSNL? (a) Yes (b) No

2.To which channel the customer is aware of the services? (a) Through advertising (c) Media (b) F&F reference groups (d) Any other

3. How do you rate the service quality of network in BSNL? (a)Excellent (b) Good (c)Bad 4. Customer perception on service quality specifications? (a) Good (b) Average (c) poor 5. Customer perception on package availabilities? (a) Excellent (b) Good (c) Average 6. Customer expectation on service delivery? (a) Good (b)Above Average

(c) Average

7. Is customer satisfied with the technical information & accessability of the service? (a) Excellent (b) Good (c) Average 8. Customer perception on utilities in BSNL services? (a) Good (b) Average (c) Poor 9. Customer perception on pricing of BSNL services? (a) Good (b)Above Average (c) Poor 10. Customer perception on CRM strategies of BSNL? (a) poor (b) average (c) good 11. What is the problem does the customer facing with BSNL services? (a) Network problem (b) package availability

(c) Activation & Deactivation services (d) for balance enquiry (e) others

12. Time taken by the BSNL to solve the problem? (a) 1 to 2 hrs. (c) within one day 13. When we have contacted the customer care how rapid and efficient was the response ? (a) poor (b) average (c) good 14. Accessibility of customer care? (a) poor (b) average (c) good 15. Response of employee towards the customer? (a) poor (b) average (c) good Suggestions if any: (b) 2 to 4 hrs.