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Ufone Questionaire
Ufone Questionaire
Ufone Questionaire
Disclaimer: This research is part of coursework under Marketing Research in Lahore School of Economics.
The data collected from this survey is kept completely confidential.
Objective: The aim of this research is to find the satisfaction of the current Ufone subscribers towards Ufone
cellular service provider.
Yes No
When evaluating the services of Ufone, please rate the given attributes of service in the center column using
the scale 1= Strongly Agree, 2= Agree, 3= Neutral, 4= Disagree and 5= Strongly Disagree
Strongly Strongly
Statements Agree
Agree Neutral Disagree
Disagree
1) I am completely satisfied with the services
delivered by Ufone
2) I feel very pleased with delivered services of
Ufone
3) Ufones Value Added Services is better than
expected
4) I will recommend Ufones services to my
relatives and friends
5) I will continue to use the services provided
by Ufone
6) Ufones customer service staff appear neat
and well dressed
7) Physical environment of Ufones service
points are clean, comfortable to stay in and
visually very appealing
8) When I have problems, Ufone shows sincere
interest in solving them
9) Ufone is timely in the delivery of MMS,
SMS, Money transfer and other network
services
10) I receive prompt service from Ufone
customer service staffs
11) Ufone customer service staff are always
willing to help me
12) I feel safe in transactions with Ufone;
keeping and transfer of money and airtime
13) Ufones Customer service staff are
polite/courteous towards me
14) Ufone does provide me individual attention
15) Ufone does have my best interests at heart
Very
Excellent Good Poor Very Poor
Good
16) How do you rate the overall network quality
of Ufone?
17) Rate the following aspects of Ufones
Network Quality Performance
o Signal Strength
o Call Drop
o Voice Quality
o Call Connection Time
o SMS delivery time
o Internet Speed
Strongly Strongly
Agree Neutral Disagree
Agree Disagree
26) Ufones advertisements are
impressive and I can always relate to
them
27) I get informed about Ufones updates
daily via social media
28) Because I am a member of the
Ufones Facebook page, I talk
positively about Ufone
29) I think it is disturbing if my Facebook
newsfeed is overloaded with Ufone
posts
Strongly Strongly
Agree Neutral Disagree
Agree Disagree
30) Based on your visit to any Ufones
franchise/service center, rate the
following statements:
31) You were made to feel welcome
during your visit
32) The sales team was friendly and
knowledgeable
33) The store was visually appealing.
34) Rate the availability of Ufone products at the local/nearby stores in your area
a. Always-available c. Often Available
b. Unavailable
35) The local store in your area sells an extensive range of Ufone products
a. Yes b. No
Very Very
Satisfied Neutral Dissatisfied
Satisfied Dissatisfied
36) In thinking about your most recent
experience with Ufone, how much
satisfied are you with the customer
care service?
37) How much satisfied are you with the
process of getting your queries
resolved?
41) Within how much time did Ufone clear the problem?
a. Within 24 hrs c. Within 48 hrs
b. Within 36 hrs d. After 48 hrs
Strongly Strongly
Agree Neutral Disagree
Agree Disagree
42) Ufone has a unique brand image
when compared to other mobile
operator brands
43) I use Ufone as a form of self-
expression among family and friends
44) Ufone is more than just a mobile
operator for me
45) I can easily identify Ufones Logo
i.e. The Ufone logo is memorable
46) I can easily recall the tagline of
Ufone
Male Female
49) What is the highest degree or level of school you have completed?
Less than a high school diploma Bachelors degree
High school degree or equivalent some college, no degree
Masters degree Professional degree
Doctorate