QuestionPro Survey

Thank you for taking the time to answer our questionnaire. Please help us better serve you by completing the following:

Overall, how do you feel about your experience with [ISP] as your Internet service provider?

How do you rate your [ISP] connection (including reliability, speed, busy-signals, disconnects, etc.)?

How would you rate [ISP] software for ease of installation and use?

who is your internet current service provider?

MTN, GLO, VISAFONE, ETISALAT

IPNX, DIRECT ON PC,STARCOMMS,SWIFT NETWORKS, GMAX

LAYER3,VODACOM,GALAXY WIRELESS,SKYVISION,HORIZION

None of the above

other ( ISP) )

What IP Capacity re you being provided?

below 512kbps

1mbps-5mbps

6mbps-10mbps

11mbps-20mbps

21mbps-50mbps

More than 50mbps

Would you like additional services

Yes

Yes but not now

Undecided

Not interested

wat is your current annual expenditure on internet services

Understanding of the problem

Very satisfied that my problem was understood

Somewhat satisfied that my problem was understood

Unsure that my problem was understood

My problem was not understood

Did not have the ability to solve my problem

Was your problem solved on this call?

Yes

No

Do not remember

Not sure

If your answer to the previous question was no, why?

The problem was caused by a piece of software other than [ISP] software.

The problem was due to a network or server outage.

The problem was with my system or phone lines.

I got transferred to someone who could fix my problem.

I got frustrated and decided it was not worth fixing my problem.

The rep lacked the knowledge to resolve my [ISP] software or connection problem correctly.

Other

If you needed to contact [ISP] 's technical support again and were given the option to speak with this representative, would you?

Yes

No

Undecided

If no, why not?

Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is

much better than other companies' technical support.

better than other companies' technical support.

about the same quality as other companies' technical support.

worse than other companies' technical support.

much worse than other companies' technical support.

I have never contacted another company for technical support.

Thank you for helping us improve our service to you. If you require further assistance, please send a separate e-mail to [email protected]. This will ensure a timely response. We can also be reached at 1-800-123-4567 24 hours a day, 7 days a week.