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  1. Surveys
  2. 2005
  3. May
  4. C
  5. cutomer satisfaction in BSNL
0%
 

From

M.Anand

Junior Telecom Officer

Bharat Sanchar Nigam Limited

Bangalore

[email protected]




Dear Friends !!! Currently I am doing a Project with IGNOU(Indira Gandhi National Open University) for my MBA course.

My Topic is "customer satisfaction in BSNL" for that I need to measure the customer satisfaction from you. So please follow the survey and give your valuable inputs.
It will take approximately [5] minutes to complete the questionnaire.



Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.


Your survey responses will be stricly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact [M.Anand] at [9448408566] or by email at the email address specified below.
[email protected]
[email protected]


Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.


Please complete this as soon as possible, because I am going to complete it within this month(May 2005)
Don'nt hesitate to give comments against BSNL because of my working with BSNL.
 
 

How satisfied are you with the products and services that you receive from BSNL?
 
Very Satisfied
 
Satisfied
 
Neutral
 
Dissatisfied
 
Very Dissatisfied
 
 

Which of the reasons below had the most impact on your decision to choose service from BSNL?
 
Cost&Tariff
 
Quality
 
Integrity(Honesty)
 
Range of Product and services
 
Reputation

 
 

How long you have been using the services?
 
5-10 years
 
More than 10 years
 
1-2 years
 
 
 
What are the basic problems you are facing with the serives?
   
 
 

Whom do you approach for the above problems?
 
Telephone Exchanges
 
Customer Care Centers
 
Commercial Offices
 
Call Centers(1500)

 
 

What about the response you are getting in the above offices?
 
Good response
 
Satisfactory
 
Not up to the level
 
 
 
What you are expecting from the above officers?
   
 
 
 
How the line staff's are behaving while attending faults in your place?
   
 
 

How fast they are responding after booking the complaint?
 
Within a day
 
3 days
 
1 week
 
More than 1 week
 
 

How is the billing arrangements of BSNL?
 
No Error with the bills
 
Occasionally, that also corrected if called concerned officer.
 
Problems are there
 
 

What about the payment options given by BSNL?
 
Very easy to pay the bills(Via, ECS, Online, 24hours bill payment.etc.,)
 
Finding difficulties in paying the bill amount.
 
Improvements required
 
 

How is the Fault reporting service 198(IVRS)?
 
Excellent
 
Good
 
No response on booking
 
 

Ever you approached BSNL call centres by dialling "1500"(call centre Number)?
 
Yes
 
No
 
 
 
If Yes, how is the response and the usefullness.
   
 
 
 
If NO, what are all the improvements required.
   
 
 

Technical Commercial Marketing Sales Customer Support
Which part do you think that BSNL is doing exremely goog?
and Where it is lagging?
 
 
 
What is your suggestion to BSNL to improve customer satisfacton.
   
 
 
 
Please Give your Full Name, Age, Occupation, and City area.(if interested full address)
   
 
Please contact [email protected] if you have any questions regarding this survey.
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