• Do NOT design a questionnaire at first.

• Data once collected can NOT be retaken.

• Data does not DECIDE what Statistical technique to use.
• Rather - Statistical technique DECIDES what data to be
collected – hence the questionnaire has to be DESIGNED after
this process.

Sample questionnaire:

Questionnaire on Cellular Phone Services

Questionnaire
No. _______

Sir/Madam,
This research project is a part of our curriculum. This is a
general study of Cellular Phone services. We seek only
your general views about service company and not
specific to any particular one. We thank you for your
co-operation and assure you complete confidentiality of the
information you will so kindly, sincerely and patiently share
with us.
Your brand(s) of Cellular Phone ___________
The service company/companies are you using
__________________

A1. Where would you look for information about the

various companies giving cellular phone
service?
Parents / Spouse / Children (1) Friends / Relatives
(2)
Colleagues (3) Newspaper (4) Internet (5)
Television (6) Magazines (7) Hoardings (8)
Others (please specify) (9) ________________

A2. Who takes the final decision about choosing a

particular cellular phone service?
Parents (I) Children (2) Spouse(3) Self (4)
Friends (5)
Colleagues (6) Others (please specify) (7)
___________________
Please grade the following questions on the given 1
to 7 scale: (1-
never, 7-always)
A3. How often do you recall seeing 1 2 3 4 5 6 7
the advertisement?
A4. What is the extent of your exposure to 1 2 3 4 5 6 7
Television?
A5. What is the extent of your exposure to 1 2 3 4 5 6 7
Newspapers?
A6. What is the extent of your exposure to 1 2 3 4 5 6 7
Internet?
A7. What is the extent of your exposure to 1 2 3 4 5 6 7
Magazines?
A8. What is the extent of your exposure to 1 2 3 4 5 6 7
Hoardings?
Please grade the following questions on the given 1
to 7 scale:
Call Facilities
(1-not at all required, 7-essential)
1.Free roaming 1 2 3 4 5 6 7
2. 1 2 3 4 5 6 7
3.Better network coverage 1 2 3 4 5 6 7
4.Better network strength 1 2 3 4 5 6 7
5. 1 2 3 4 5 6 7
6.SMS in any language 1 2 3 4 5 6 7
7. 1 2 3 4 5 6 7

Payment schemes
(1-not at all required, 7-essential)
8. Outgoing charges reasonable 1 2 3 4 5 6 7
9. Rental charges should be reduced 1 2 3 4 5 6 7
10.Zero activation fee 1 2 3 4 5 6 7
11.Connected with smart cash / plastic money 1 2 3 4 5 6 7
12.Some free outgoing calls per month 1 2 3 4 5 6 7
13.Discount on a new set with every new 1 2 3 4 5 6 7
connection
14.Lesser security deposit 1 2 3 4 5 6 7
15.Recharge coupons must be of greater value 1 2 3 4 5 6 7

Services rendered
(1–least important, 7–most important)
16.Internet connectivity 1 2 3 4 5 6 7
17.Authorised service stations at all service providing 1 2 3 4 5 6 7
18.Pulse
cities rate should be per second 1 2 3 4 5 6 7
19.Abundant supply of cards 1 2 3 4 5 6 7
20.Customer service centres 1 2 3 4 5 6 7
21.Use of WCDMA technology preferred 1 2 3 4 5 6 7
22.Better retailing 1 2 3 4 5 6 7
23.Global roaming 1 2 3 4 5 6 7
24.Check on blank calls 1 2 3 4 5 6 7
25.Services similar to that given by Post and Telegraph 1 2 3 4 5 6 7
26.Value added services
department 1 2 3 4 5 6 7
27.Scheme changes and new schemes informed on SMS 1 2 3 4 5 6 7
28.Virus protection 1 2 3 4 5 6 7
29.News headlines 1 2 3 4 5 6 7
31.Traffic (jam) information 1 2 3 4 5 6 7
32.Travel information – railways, airlines, shipping and 1 2 3 4 5 6 7
roadways
33.Ease of operating 1 2 3 4 5 6 7

Psychographics related to Customer service

(1–least important, 7–most important)
34. Prompt customer service 1 2 3 4 5 6 7
35. Solving problems 1 2 3 4 5 6 7
36. Complaint handling 1 2 3 4 5 6 7
37. Reputation of service 1 2 3 4 5 6 7
company
38. Feeling of warmth and 1 2 3 4 5 6 7
friendliness in general
 39. Attitude of manager 1 2 3 4 5 6 7
40. Attitude of staff 1 2 3 4 5 6 7
41. Effectiveness of customer care cell 1 2 3 4 5 6 7
42. Listening to complaints 1 2 3 4 5 6 7
43. Listening to suggestions 1 2 3 4 5 6 7
44. Implementing suggestions 1 2 3 4 5 6 7
45. Patience of personnel in explaining 1 2 3 4 5 6 7
46. Patience of personnel in explaining 1 2 3 4 5 6 7
47.complicated paper
Do you feel work
emotionally attached 1 2 3 4 5 6 7
48. Do you recommend your service 1 2 3 4 5 6 7
company to others for their use

Personal Information
B1. Gender Male (1) Female
(2)
B2. Marital Married Unmarrie Widow/Widow Separat Divorce
status (1) d (2) er (3) ed (4) d (5)

B3. Monthly B4. Age B5. Education B6.

Family
Occupa
income (Rs.)
tion
Less than Less than Secondary (class 10) Home maker
10,000 (1) 25 (1) pass (1) (1)
10,000 – 25 to 35 (2) Higher Secondary (class Service (2)
20,000 (2) 12) pass (2)
20,000 – 35 to 45 (3) Undergraduate (3) Self-
30,000 (3) employed (3)
30,000 – 45 to 55 (4) Graduate (4) Retired (4)
40,000 (4)
More than More than Postgraduate (5) Student (5)
40,000 (5) 55 (5)

Are you satisfied with the service of you company?

 Yes Moderately No

We sincerely thank you for giving up a part of your

valuable time and parting with very useful information
which will help us a great deal in our research project. We
would like to share our findings of this research with you in
near future *.

Sincerely yours,

* In case you are interested, please give your name,

address e-mail address and contact number(s) below.

Choice of Brands – Questionnaire

(1 – absolutely disagree, 7 – strongly agree)
I always stick to well-known brands 1 2 3 4 5 6 7

Whenever there is a new product or brand in the market I am usually 1 2 3 4 5 6 7

one of the first ones to try it out
If my regular brand is not available I will buy any other brand 1 2 3 4 5 6 7

I am careful about the brand I buy 1 2 3 4 5 6 7

Quite often I buy products on shopkeeper’s recommendation 1 2 3 4 5 6 7

When prices go up, I would rather buy less of my regular brand than a 1 2 3 4 5 6 7
low priced brand
Using good brands raise my self-esteem 1 2 3 4 5 6 7

When I see an advertisement of my own brand I feel good 1 2 3 4 5 6 7

I feel that a good brand need not have a label showing, since its quality 1 2 3 4 5 6 7
will speak for itself
Indian versions of international brands are equally good 1 2 3 4 5 6 7

If the quality of my brand slightly goes down, I would immediately 1 2 3 4 5 6 7

switch to another brand
If a brand other than my own offers very attractive prizes or gifts, I still 1 2 3 4 5 6 7
would stick to me own brand
I sometimes try to influence others to buy my brand 1 2 3 4 5 6 7

Indian brands are getting more popular abroad 1 2 3 4 5 6 7

I give a serious thought in case I want to change my brand 1 2 3 4 5 6 7

If I do not get what I want in my regular shop, I will go to another shop 1 2 3 4 5 6 7

to buy it
I feel emotional if the advertisement of my brand has patriotic theme 1 2 3 4 5 6 7