Airtel Broadband Service (Customer Satisfaction Questionnaire)

[1] How long you are using Airtel Broadband service?

a) Less than one month

b) 1 to 6 months
c) 6 months
d) 1 to 3 years
e) More than 3 yrs

[2] Which plan you are using currently?

a) Limited plan
b) Unlimited Plan

[3] Which tariff you are using in above mentioned plan? (Ques no:-2)

a) 512 kbps
b) 1 Mbps
c) 2 Mbps
d) 4 Mbps
e) Other if_________________.

[4] How likely are you to use this service again?

a) Very Likely
b) Probably
c) Maybe
d) Probably not
e) Definitely Not

[5] Overall, how satisfied are you with Airtel broadband service?

a) Very satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied

[6] Would you recommend Airtel Broadband service to others?

a) Definitely
b) Probably
c) Maybe
d) Probably not
e) Definitely not
Airtel Broadband Service (Customer Satisfaction Survey Analysis)

Number of Respondent: ---- 07

[1] How long you are using Airtel Broadband service?

Usage Percentage
e) More than 3 yrs
Less than 1 month 0% d) 1 to 3 years

1 to 6 month 44% c) 6 months

b) 1 to 6 months
6 month 28%
a) Less than one month
1 to 3 yrs 28%
0 2 4
More than 3 yrs 0%

INTREPRETATION: - Most of the responded are 1 to 6 months. That shows that, they are new customer and they
are getting aware of this service mostly mouth to mouth publicity and through huge advertisement. They are
not a long user because mostly are student who take connection till their course completion.

[2] Which plan you are using currently?

Plan Percentage
3
Limited Plan 0% b) Unlimited Plan
1 a) Limited plan
Unlimited 100%
0 2 4 6 8

INTREPRETATION: - As the data collected its shows that most of them prefer the unlimited connection. The
main reason is it fits into customer pocket.
[3] Which tariff you are using in above mentioned plan? (Ques no:-2)

Tariff Percentage
e) Other if
512 kbps 58%
d) 4 Mbps
1 Mbps 14%
c) 2 Mbps
2 Mbps 14% b) 1 Mbps

4 Mbps 14% a) 512 kbps

Others 0% 0 1 2 3 4 5

INTREPRETATION: - Most of the users prefer the 512 kbps speed as it fit in the pocket and which cost them for
unlimited plan around RS 950 after adding tax.

[4] How likely are you to use this service again?

Future Usage Percentage

e) Definitely Not
Very likely 72%
d) Probably not
Probably 14%
c) Maybe

Maybe 14% b) Probably

Probably Not 0% a) Very Likely

Definitely 0% 0 1 2 3 4 5 6

INTERPRATATION: - The percentage shows that users are willing to use it in future if they go again for net
connection.
[5] Overall, how satisfied are you with Airtel broadband service?

Satisfaction Percentage
e) Very dissatisfied
Very Satisfied 43%
d) Dissatisfied
Satisfied 43%
c) Neutral
Neutral 14% b) Satisfied

Dissatisfied 0% a) Very satisfied

Very dissatisfied 0% 0 0.5 1 1.5 2 2.5 3 3.5

INTREPRETATION: - Customer satisfaction for the service is quite impressive. Customer are equally on the
satisfied and very satisfied that is 43%.

[6] Would you recommend Airtel Broadband service to others?

Recommendation to Percentage
Others e) Definitely not
Definitely 71%
d) Probably not
Probably 29%
c) Maybe
Maybe 0%
b) Probably

Probably Not 0%
a) Definitely

Definitely Not 0%
0 1 2 3 4 5 6

INTREPETATION: - On the question for recommending this service to others, 71% of the responded says that
they will definitely recommend this service.

CONCLUSION & SUGGESTION: -- After the survey on customer satisfaction, it shows that customer are
satisfied by the service provided by the company. But company has to go on to make more loyal customer.
Has to come out with some better idea so that customer can go for longer period usage. It should cover the
permanent residential because many users are student only, who usage for a short period of time.