Advait bhobe prn 12020841116

Survey of Telecom Company- Broadband Services

Project Report submitted to Symbiosis Institute of Business Management, Bengaluru

in partial fulfilment of the course “Summer Internship Programme” for the award of the

degree of

Master of Business Administration

Submitted By

Students Name: Advait Bhobe

PRN: 12020841116

Under the guidance of

Prof Semila Fernandis

(Name & Designation of Faculty guide)

SYMBIOSIS INSTITUTE OF BUSINESS MANAGEMENT,

1

BENGALURU

95/1 & 95/2, Electronic City Phase-1, Hosur Road, Bengaluru – 560100

Certificate

This is to certify that Mr/Ms.___Advait Bhobe_____ of MBA (2012-14

Batch) of Symbiosis Institute of Business Management, Bengaluru has

done the project entitled __ Survey of Telecom Company- Broadband

Services

________ under my guidance.

Signature of the faculty guide

Name: Semila Fernandis

Designation: Asst. Professor - Marketing

Date: 10-06-2013

2

DECLARATION

I hereby declare that the project work submitted by me entitled “Project Title”

done during my Summer Internship Program (SIP) is submitted as a partial fulfilment of

the requirement of MBA program at Symbiosis Institute of Business Management,

Bengaluru.

I also declare that this project has not been submitted nor shall it be submitted in

future for the award of any other degree or diploma in part or full to any other

institution or university.

Place: Bangalore Name Advait Bhobe

Date: 10-06-2013 PRN 1202084111

3

ACKNOWLEDGEMENTI am grateful to be associated with Symbiosis Institute of Business Management –

Bengaluru for providing us this opportunity to learn, share my ideas, views, and

thoughts on various subjects through this project, undertaken as a part of curriculum

requirements. I would like to thank Abacus Field for providing me the facilities to

accomplish the project.

It has been rightly said that we are built on the shoulders of others but the satisfaction

that accompanies the successful completion of any project would be incomplete without

the mention of the people who made it possible.

I am greatly indebted to my project supervisor Mrs. Seema Karanth (Field Manager)

and my Project Mentor Mr. Rakesh ( Team Leader) for giving me an opportunity to

work on this project going on under the aegis of the Procurement department. Without

their able guidance, constant support and inspiration this project would have not been

possible. The value addition that I derived under their guidance by means of various

side activities such as sharing learning’s by presentations, literature survey, project

facilitation etc. has culminated in a life-long valuable experience.

I would like to thank Dr. Rajesh Panda (Director – Symbiosis Institute of Business

Management, Bengaluru) for giving me the opportunity to take this project as a part of

the course “Summer Internship Programme”. I would also like to thank Dr.V.V.Ajith

Kumar (Deputy Director – Symbiosis Institute of Business Management, Bengaluru).

I express my sincere gratitude to my Internal Faculty Guide, Prof. Saina Baby for her

valuable guidance, support, constant aspiration to work and her kind co-operation

during my Internship phase.

Advait Bhobe12020841116MBA 2012-2014

4

Table of Contents Page Numbers

Executive Summary 6

Industry Analysis 7

Company Analysis 12

Introduction of the project 14

Objectives of the Study 14

Research Methodology 15

Limitation of the Study 15

Data Analysis 16

Finding & Conclusions 19

Suggestions 19

Bibliography 20

Annexure 21

5

Executive Summary

The project was all about the taking the customer feedback of people who are using the

Broadband services. We wanted to know whether they are satisfied with the services

provided by Broadband services or not. We had to take the interviews of the customers

those who are using. We had to take the survey of the users of Broadband services

users.

We had to conduct the market research for the customer feedback regarding the

broadband services they are using in their day to day life.

We were given the project upon which we have to undertake our market

research.

After that we are given the data base & on that basis we have to conduct the

survey. We had to make the calls & take the appointment of the clients

We had to take the interviews & submit the final report to our superiors who

would conduct the market research. After doing the research of Broadband

services we came to know that most of the customers were not satisfied with

the broadband services. Some said that the speed of the broadband service is

not good. Some said its services are not up to the mark.

There were other customers who were very happy about the speed & services

& were loyal towards it. They said they would continue with the broadband

services.

Therefore I feel that the Broadband services should concentrate on the

customers who do not like the speed & services of broadband services &

should improvise the speed & the services.

According to me, the services & speed of broadband services should be

improved so that more customers would be loyal to the broadband services.

6

Chapter 1

Industry Analysis

Key features of Market Research Industry

1. Wide and comprehensive scope - Marketing research has a very wide scope. It

includes product research, packaging research, pricing research, market research,

sales research, etc. It is used to solve marketing problems and to take marketing

decisions. It is used to make marketing policies. It is also used to introduce new

products in the market and to identify new markets. Marketing research is used to

select channels of distribution, in advertising strategy, for sales promotion measures,

etc.

2. Systematic and scientific - Marketing research is conducted in a step-by-step

manner. It is conducted in an orderly fashion. Therefore, it is systematic. Marketing

research uses scientific methods. Thus, it is also scientific.

3. Science and art: A Science collects knowledge (data) while an Art uses this

knowledge for solving problems. Marketing research first collects data. It then uses

this data for solving marketing problems. Therefore, it is both, a Science and an Art.

4. Collects and analyses data - Marketing research gathers data accurately and

objectively. It first collects reliable data and then analyses it systematically and

critically.

5. Continuous and dynamic process - The Company faces marketing problems

throughout the year. So, marketing research is conducted continuously. It

continuously collects up-to-date data for solving the marketing problems. Large

companies have their own marketing research departments. They conduct Marketing

research continuously throughout the year. Therefore, marketing research is a

continuous process. It is a dynamic process because it goes on changing. It does not

remain static (the same). It uses new methods and techniques for collecting, recording

and analysing the data.

6. Tool for decision-making - The marketing manager has to take many decisions. For

this, he requires a lot of data. Marketing research provides correct and up-to-date data

to the marketing manager. This helps him to take quick and correct decisions.

Therefore, marketing research is an important tool for decision-making.

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7. Benefits Company and consumers - Marketing research is useful to the company in

many ways. It increases the sales and profits of the company. It helps the company to

fight competition and boost its goodwill in the market. It reduces the marketing risks.

In short, marketing research brings success to the company. It also brings the

company closer to the consumers. It gives convenience and satisfaction to the

consumers.

8. Similar to military intelligence - Marketing research is a commercial intelligence-

gathering activity. It works similar to military intelligence. Marketing intelligence

first makes a systematic study and only then takes a business action. Marketing

research collects reliable data about the consumers, the competitors, the market, etc.

This data is then organised and used for planning, decision-making and problem

solving. This data is also further used for introducing new products and services in

the market.

9. Applied research - Applied research is used for solving problems. Marketing

research is used for solving marketing problems. Therefore, we can say that,

marketing research is also an applied research. It has a practical value because it is

used for solving present and future problems.

10. Connected with MIS - Marketing research is a component of Marketing Information

System (MIS). Marketing research and MIS are interrelated. Both are used to solve

marketing problems and to take marketing decisions.

11. Reduces gap between producers and consumers - Marketing research informs

producers about the needs and wants of the consumers. The producers produce goods

according to the needs and demands of the consumers. This brings satisfaction to the

consumers and in return producers make good profits. So, marketing research reduces

the gap between the producers and the consumers.

12. Uses different methods - Marketing research uses three methods for collecting data,

viz., Survey Method, Experiment Method and Observation Method. All three

methods are scientific. The researcher has to use a suitable method for collecting a

reliable data.

13. Has few limitations - Marketing research has few limitations too. It is not an exact

science. So, it does not give accurate results. It provides suggestions and not

solutions. It is also a costly and time-consuming process.

14. Accurate data collection and critical analysis - Marketing research gives much

importance to accurate data collection and its critical analysis. Thus, in a Marketing

8

research, the data must be first collected accurately. That is, collected data or gathered

information must be accurate, reliable and relevant. Later, this information must be

systematically and critically examined before making any decisions.

Major players in Market Research

IMRB International

RNB Research

Hansa Research

Majestic Research

Five years trend in Marketing Research Industry

Trend 1: Data Streams Will Shift Researcher Focus

With the growing availability of data streams that reflect consumer behaviour, it is

essential that these sources be understood, harnessed, and mined in 2012. Technologies

such as in-store location monitoring, eye tracking, and others generate data that reveal

true consumer activity. Mining these streams will lead to superior marketing

results with a lessened reliance upon survey-based data -- and DIY survey tools in

particular. However, researchers will be required to review, interpret, and limit activities

based upon privacy policies to prevent alienating their audience and exposing

themselves to significant business and legal risk.

Trend 2: Mobile Devices Will Shape New Methodologies

With the exploding use of smartphones and tablets, researchers need to become

intimately familiar with how consumers actually use these devices. This knowledge

must then be translated into methodologies that minimize inconvenience levels and

maximize data quality. Simplified apps producing actionable data, single question

surveys, and other approaches that reflect how these devices are used will be essential to

developing and defending reliable research methods for this "new world."

Trend 3: Insights from Unstructured Text Will Become More Precise

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More than any previous year, new technology will be developed in 2012 to accurately

interpret blogs, online comments, and Facebook postings. Such tools will provide

marketers and brand stewards with real-time insights that reduce the reliance upon

traditional data capture methods.

Trend 4: Completion Rates for Online Surveys Will Continue to Plummet

By no means is this a new trend, but the erosion of cooperation and completion rates

will continue. Surveys requiring more than 5 minutes will falter and data quality will

further suffer from random input. Regrettably, there will be no ability to correct datasets

as traditional approaches such as weighting and data bridging will be unsuccessful. And

we anticipate a larger presence of "survey bots" that will further reduce the accuracy of

and confidence in survey data.

Trend 5: Brands Will Accelerate Direct Access to Their Customers

Again, this is not a new trend -- but one that will continue to grow in importance and

pervasiveness. Large brands will invest heavily in dis-intermediating methods such as

Facebook, smartphone/tablet apps, and couponing to better understand their audiences

and drive sales. These coveted relationships will become the cornerstone for product

feedback and drive product innovation.

Trend 6: Research Patents Will Be Actively Enforced

With growing competition chasing stagnant research budgets, organizations with patents

will flex their muscle in 2012. This action is long overdue within the market research

industry. The coming patent wars will redefine the offerings of many research firms and

spark industry consolidation.

Trend 7: Overall Research Budgets Will Experience Limited Growth

Despite decades of growth, we expect the overall spending for market research will

grow at rates no greater than the CPI for the foreseeable future. Buyers of market

research will pass along cost containment pressures to their suppliers. The ability to

leverage technology and automate tasks will be essential for research organizations to

maintain margins.

10

Trend 8: Prices for Syndicated Research will Remain Stable; Custom Research

and Sample Access Will Decrease

As custom research and access to sample continue their drive toward commoditized

services, research buyers will be willing (and expect) to pay less. Regrettably, the use of

offshoring that once enhanced supplier margins will serve to limit pricing power given

perceptions of limited data quality. However, the unique insights provided by well

recognized analysts will enable syndicated research firms to maintain -- and perhaps

even increase -- prices.

Trend 9: New Skill Sets Will Be Required -- Paying Substantially More

Research professionals will need to develop the ability to manage large, disaggregated

datasets. In particular, researchers will need to master SQL and SAS/SPSS at a

minimum. Furthermore, researchers will be required to have a fundamental

understanding of the Internet and how it works -- technically. And those who possess

these skills will be in great demand -- easily commanding salaries between $100,000 to

$200,000 per year.

Trend 10: Job Hopping Becomes Popular Among the Most Skilled MR

Professionals

Researchers with the skills will job-hop seeking new challenges and greater

compensation. In an attempt to keep their best, retention measures (bonus, options, etc.)

will quietly become commonplace. For perhaps the first time in the MR industry,

compensation will be based upon what a researcher can do rather than what they have

dome’s

11

Company Analysis

Mission

To add value to clients - real value. To develop a learning culture that fosters innovation

and also to contribute to academia and policy makers. To develop a sustainable working

environment that is good and fair to us and our clients.

Vision

IMRB has demonstrated its vision and leadership in the Indian market by establishing

several industry wide measurements and rating systems. Notable amongst these is our

pioneering role in establishing India’s first TV rating system (TAM) and the creation of

social economic classification (SEC) system in India.

Organizational Structure

Work Flow Model Research:

Clients

Research

Field Director

Field Controller

Field Work

Analysis

Department is Market Research:

Research- Clients- servicing- understanding information

Methodology & tool, analysis collected information search for insights & reporting

Field- understanding design & data collection logistics, training data collection, data

collection & quality control

Analytics- data entry, analysing & formulating data

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Commercial & administration

Clients- Research- Fieldwork- Analytics

HR details- Number of Employees

There are around 1200 employees in IMRB International Market Research Firm.

Product & Services

Advertising & Promotion research

Corporate & Employee research

Product & Packaging research

B2B & Industrial research

Customer Satisfaction research

Strategic Market research

Brand research

Channel & retail research

Pricing research

Customers

Our top clients include BAT Group, Bharti Group, Cadbury, Ford Group,

Frito Lay, Glaxo Smithkline, Heinz, Indian Airlines, ITC Group, Millward

Brown, Nestle, Pepsi Group, Reckitt Benckiser, Research International, TVS

Motors, Unilever Group, and VST and so on.

A few words from two of our esteemed clients:

“As a team they produce thoughtful proposals, excellent fieldwork and

presentations. They are constantly involved in the work. They feel like a

version of our own office…”

13

“IMRB showed a high degree of professionalism, rigor and discipline. An

excellent level of client servicing, need fulfilment, pro-activeness and

analytical focus.”

Competitors

Our Competitors are RNB Research, Hansa Research, Majectic Research etc.

Operational Processes

First of all we are given the project upon which we have to undertake

our market research.

After that we are given the data base & on that basis we have to

conduct the survey.

We have to make the calls & take the appointment of the clients.

We have to take the interviews & submit the final report to our

superiors who would conduct the market research.

Introduction of the project

The project was all about the taking the customer feedback of people who are using the

Broadband services. We wanted to know whether they are satisfied with the services

provided by Broadband services or not. We had to take the interviews of the customers

those who are using. We had to take the survey of the users of Broadband services

users.

Objective of the study

To conduct the market research for the customer feedback regarding the

broadband services they are using in their day to day life.

To know whether the customers are satisfied with the services provided

by the Telecom companies.

To know what extra services they are aspiring for or they want from us.

14

Chapter 2

Research Methodology

First of all we are given the project upon which we have to undertake our market

research.

After that we are given the data base & on that basis we have to conduct the

survey.

We have to make the calls & take the appointment of the clients.

We have to take the interviews & submit the final report to our superiors who

would conduct the market research.

Limitation of Study

The data base which we are given is inappropriate in nature. Sometimes the

numbers are proper & sometimes address are wrong. The database is not updated.

When a business person gives us appointment, they do not turn during the day of

the appointment. Some of them are uninterested while some do not pick up the

calls. His appointments are being fixed by the clients but when we go at their

place cancel the appointment or postpone the appointment. Sometimes they say

that they have not given us appointments.

15

Chapter 3

Analysis of Data -

Reasons for Net Connections & Customer feedback

Frequency Table

Frequency Percent Valid Percent

Cumulative

Percent

Valid Fair 1 16.7 16.7 16.7

Good 2 33.3 33.3 50.0

Very Good 3 50.0 50.0 100.0

Total 6 100.0 100.0

Seeing the above table we come to know that most of the customers are in the favour of

TATA Docomo.

Reasons for net connections


Cumulative

Percent

Valid Better speed 1 16.7 16.7 16.7

Better Speed 1 16.7 16.7 33.3

Better Technology 1 16.7 16.7 50.0

reasonable price 2 33.3 33.3 83.3

Speed 1 16.7 16.7 100.0

Total 6 100.0 100.0

Seeing the above table we come to know most of the customers are satisfied the prices

offered by TATA Docomo.

16

Service provider


Cumulative

Percent

Valid Call Center 1 16.7 16.7 16.7

Field Engineer 1 16.7 16.7 33.3

Retail Outlet 1 16.7 16.7 50.0

Sales Exe 3 50.0 50.0 100.0

Total 6 100.0 100.0

Seeing the above table we come to know that most of the customers contact Sales

executive

Statistics

Value of

Money

Reasons for net

connections

Service

provider

response of

enquiry

Getting the

response communication

N Valid 6 6 6 6 6

Missing 0 0 0 0 0

Response of enquiry


Cumulative

Percent

Valid Got response 5 83.3 83.3 83.3

Got Response 1 16.7 16.7 100.0

Total 6 100.0 100.0

17

Getting the response


Cumulative

Percent

Valid Follow up 2 33.3 33.3 33.3

service provider 1 16.7 16.7 50.0

Service provider 3 50.0 50.0 100.0

Total 6 100.0 100.0

Mode of communication


Cumulative

Percent

Valid Welcome Call 6 100.0 100.0 100.0

Billing process


Cumulative

Percent

Valid Accurate 6 100.0 100.0 100.0

Net Problem


Cumulative

Percent

Valid Not at all 3 50.0 50.0 50.0

Some time 1 16.7 16.7 66.7

Some Time 2 33.3 33.3 100.0

Total 6 100.0 100.0

18


Cumulative

Percent

Valid In a month 1 16.7 16.7 16.7

In a month 3 50.0 50.0 66.7

In a Month 1 16.7 16.7 83.3

Rarely 1 16.7 16.7 100.0

Total 6 100.0 100.0

Chapter 4

Finding & Conclusion

After doing the research of Broadband services we came to know that most of

the customers were not satisfied with the broadband services. Some said that

the speed of the broadband service is not good. Some said its services are not

up to the mark.

There were other customers who were very happy about the speed & services

& were loyal towards it. They said they would continue with the broadband

services.

Therefore I feel that the Broadband services should concentrate on the

customers who do not like the speed & services of broadband services &

should improvise the speed & the services.

Suggestions

According to me, the services & speed of broadband services should be

improved so that more customers would be loyal to the broadband services.

19

Bibliography

References

Market Research Rajendra Nargunkar

Market Research C.C Beri

http://www.imrbint.com/

20

http://www.imrbint.com/

Annexure

TTSL CSAT: Main questionnaire – GSM AND CDMA

Cellular Phone No

Customer’s name

Interviewer's name

Supervisor's name

Date of interview

did mm my

X1: CIRCLE

NORTH EAST CENTRAL WEST SOUTH

DNCR 1 East 3 Central India 4 Mumbai 5 Andhra Pradesh 7

Rest Of North 2 Rest Of Maharashtra 6 Karnataka 8

Kerala and TN 9

Name of Interviewer Code:

Name of Supervisor Code:

Back Checked

Accompanied P T Scrutinized

TL 1 1 5 1

OFE 2 2 6 2

EIC 3 3 7 3

FM 4 4 8 4

21

Signature: _____________ Signature: _______________ Signature: _____________

X2: CONNECTION Interviewed for X5: USAGE

X7: CLASSIFICATION

(CODE FROM Q6 IN SCREENER)

GSM 1 Airtel 1 <= 6 MONTHS 1 COCP 1

CDMA 2 Vodafone/Hutch 2 > 6 MONTHS 2 NON COCP 2

BSNL/MTNL Trump

3

Reliance GSM 5X6: CATEGORY

(CODE FROM Q6 IN SCREENER)

Reliance CDMA 6 KDM 1

Idea 7 USER 2

BPL/LOOP 8

Tata Indicom/ Tata Docomo CDMA

9

Tata Docomo GSM

10

Uninor 11

Others Specify_______

98

Good Day. My name is ___________ and I am calling from IMRB International, a leading market research organization. We are doing a survey amongst customers of mobile services and we have randomly picked up your number. Can we please ask you a few questions relating to your mobile service provider?

Before starting this interview, I wish to confirm that this interview complies with the Market Research Society of India (MRSI) and International code of ethics for market research. Please be assured that all information given by you will be kept strictly confidential and your name/contact details will not be revealed without your prior permission

ಶು�ಭ---ಅಥವಾ� ನಮಸ್ತೆ�;ನಾ�ನ� -----------(ನಿಮ� ಹೆಸರು� ನಮ�ದಿಸಿ) ಹೆಸರಾಂ��ತ ಮಾ�ರು�ಕಟ್ಟೆ� ಸ�ಶೋ��ಧನ ಸ�ಸ್ತೆ ಐಎಂ� ಆರಾಂ $ ಬಿ ಇಂ�ಟರಾಂ $ ನಾ�(ಷನಲ್ $ ನಿ�ದ ಬಂ�ದಿರು�ವೆ. ನಾ�ವು ಇಂ�ಟರಾಂ $ ನೆಟ್ $ ಸ್ತೆ�ವೆಗಳನ�3 ಬಂಳಸ�ತ್ತಿ�ರು�ವ ಗ್ರಾ�7ಹಕರು ಪೈ:ಕಿ ಸಮೀ�ಕ್ಷೆ>ಯನ�3 ಮಾ�ಡು�ತ್ತಿ�ದ್ದೇB�ವೆ. ನಿಮ� ಮೊಬೈ:ಲ್ $ ಸ್ತೆ�ವೆಗಳ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ಗೆ ಸ�ಬಂ�ಧಪಟ��ತೆ ಕ್ಷೆಲವು ಪ7ಶೋ3ಗಳನ�3 ದಯವಿಟ�� ನಾ�ವು ಕ್ಷೆ�ಳಬಂಹ�ದ್ದೇ�.?

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22

IF YES, CONTINUE ELSE TAKE ANOTHER APPOINTMENT

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Thank you very much.

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OVERALL MEASURES ಒಟ್ಟಾ�ರೆ ಅಳತೆಗಳು

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[SHOW CARD A]

1. How would you rate the Overall quality of services provided by _________ (MENTION THE CONNECTION CALLED ON)? Would you say it is………………(READ OUT SCALE)(ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ)—ನಿ�ಡಿದ ಉತfನ3ಗಳು ಮತ�� ಸ್ತೆ�ವೆಗಳ ಒಟ್ಟಾ�ರೆ ಗ�ಣಮಟ�ಕ್ಷೆN ಅ�ಕವನ�3 ಹೆ�ಗೆ ನಿ�ಡು�ವಿರಿ? ಇಂದಕ್ಷೆNಏನೆ�ದ�ಹೆ�ಳುವಿರಿ—(ಸ್ತೆN�ಲ್ $ ಓದಿಹೆ�ಳಿ)

54

3 21 88

99

IF CODED “DK/CS” (88) OR “REF” (99) IN Q1, THANK AND TERMINATE. ELSE CONTINUE

Q1 ನಲ್ಲಿZ “ಆಧರಿಸಿ(೯೯) ಅಥವಾ� (೮೮) ಗೆ�/ಹೆ� ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಧನ(ವಾ�ದಗಳು ಮತ�� ಮ�ಕ್ತಾ��ಯಗೆ�ಳಿಸಿ, ಇಂಲZದಿದBರೆ ಮ��ದ�ವರೆಸಿ

1.1 ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ?

__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

[SHOW CARD B]

2. Considering the value of relationship which is what you get in terms of product and services as well as the relationship enjoyed, in relation to what you get and what is paid for. How would you rate the Value of relationship with _________ (MENTION SERVICE PROVIDER)? Would you say it is……(READ OUT SCALE)

ನಿ�ವು ಸ್ತೆ�ವೆಯಿಂ�ದ ಪಡೆಯ�ತ್ತಿ�ರು�ವುದ� ಮತ�� ಬೈಲೆಯನ�3 ಪ್ರಾ�ವತ್ತಿಸ�ವುದನ�3 ಪರಿಗಣಿಸಿ ತೆಗೆದ�ಕ್ಷೆ��ಡಾ�ಗ, ನಿ�ವು ಪಡೆಯ�ತ್ತಿ�ರು�ವ—(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ಹಣಕ್ಷೆN ತಕN ಮಾuಲ(ಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ? ಇಂದಕ್ಷೆN ಏನೆ�ದ� ಹೆ�ಳುವಿರಿ?—(ಸ್ತೆN�ಲ್ $ ಓದಿ ಹೆ�ಳಿ)

Exce

llent

V. G

ood

Goo

d Va

lue

Fair

Valu

e

Poor

Val

ue

DK/

CS

Refu

sed

54

3 21 88

99

23

[SHOW CARD C]

3. Compared to what other mobile / wireless phone companies charge for similar services, would you describe ________(MENTION THE CONNECTION CALLED ON) as being……………… (READ OUT SCALE)

ಇಂದ್ದೇ� ಸ್ತೆ�ವೆಗಳಿಗೆ ಮೊಬೈ:ಲ್ $ /ವೆ:ರಾಂ $ ಲೆಸ್ $ ಪ್ರೊ�ನಾ $ ಕ�ಪನಿಗಳು ವಿಧಿಸ�ವ ಶು�ಲNವನ�3 ಹೆ��ಲ್ಲಿಸಿ,

ವಿವರಿಸ�ವಿರಾಂ�-(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) –(ಸ್ತೆN�ಲ್ $ ಓದಿ ಹೆ�ಳಿ)

Very

low

Low

pric

ed

Mod

erat

ely

Hig

h pr

iced

Very

Hig

h pr

iced

DK/

CS

Refu

sed

54

3 21 88

99

[SHOW CARD D]

4. BRAND IMAGESI am now going to read out some statements. Please tell me your level of agreement with the following statements on a 5 point scale with ‘5’ being ‘Strongly Agree’ to ‘1’ being ‘Strongly Disagree’.ಬಾ�7�ಡಾ $ ಇಂಮೇ�ಜ್ y ಗಳು

ಈಗ ನಾ�ನ� ಕ್ಷೆಲವು ಹೆ�ಳಿಕ್ಷೆಗಳನ�3 ಓದಿ ಹೆ�ಳುವೆ.

ದಯವಿಟ�� ಕ್ಷೆಳಗಿನ ಹೆ�ಳಿಕ್ಷೆಗಳ ಜೊ�ತೆ ನಿಮ� ಒಪ್ಪಿfಗೆಯ ಮಟ�ವನ�3 ತ್ತಿಳಿಸಿ ೫ ಪ್ರಾ�ಯಿಂ�ಟ್ $ ಸ್ತೆN�ಲ್ $ ಬಂಳಸಿ ೫ ಎಂ�ದರೆ “ ಬಂಲವಾ�ಗಿ ಒಪ್ಪುfವೆವು” ಮತ�� ೧ ಎಂ�ದರೆ ಬಂಲವಾ�ಗಿ ಒಪ್ಪುfವುದಿಲ್�Z “ ಎಂ�ದ�.

Stro

ngly

Agr

ee

Agre

e

Nei

ther

Agr

ee n

or d

isag

ree

Dis

agre

e

Stro

ngly

Dis

agre

e

DK/

CS

Refu

sed

a. _________ is a reputed and a trusted company

---ಇಂದ� ಹೆಸರಾಂ��ತ ಮತ�� ನ�ಬಿಕ್ಷೆಯ ಕ�ಪನಿ5 4 3 2 1 88 99

b. ________ provides value for money

--ಹಣಕ್ಷೆN ತಕN ಮಾuಲ( ನಿ�ಡು�ತ�ದ್ದೇ.5 4 3 2 1 88 99

c. _________ has widespread network reach

------------------ವಿಸ್��ರುವಾ�ದ ತಲ�ಪ್ಪುವ ನೆಟವಕK5 4 3 2 1 88 99

d. ________ has outstanding customer service

-----ನ�ಬಂಲಹKವಾ�ದ ಗ್ರಾ�7ಹಕರು ಸ್ತೆ�ವೆಯನ�3ಹೆ��ದಿದ್ದೇ5 4 3 2 1 88 99

e. __________ uses Latest technology

----ನವಿ�ಕರಿಸಿದ ತಾಂ��ತ್ತಿ7ಕತೆ ಬಂಳಸ�ತ�ದ್ದೇ5 4 3 2 1 88 99

f. _________ is easy to connect

----ಸ�ಪಕಿKಸ�ವುದ� ಸ�ಲಭ5 4 3 2 1 88 99

g. _________ offers network reliability

-- ನೆಟ್ $ ವಕ್ತಾ $K ನ ವಿಶ್ವಾ��ಸ್�ಹKತೆ5 4 3 2 1 88 99

24

h. ________ offers one-stop solution or a multitude of services provided by one provider

-----ಒ�ದ್ದೇ� ಸ ಳದಲ್ಲಿZ ಪರಿಹಾ�ರು ನಿ�ಡು�ತ�ದ್ದೇ ಅಥವಾ� ಒ�ದ್ದೇ� ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಿ�ಮB ಹಲವು ಸ್ತೆ�ವೆಗಳನ�3 ನಿ�ಡು�ತ�ದ್ದೇ.

5 4 3 2 1 88 99

i. _________ products and services to specific needs with a customized solution

ಗ್ರಾ�7ಹಕಿ�ಕ�ತ ಪರಿಹಾ�ರುದ ಜೊ�ತೆ ವಿಶಿಷ� ಬೈ�ಡಿಕ್ಷೆಗಳಿಗೆ ಉತfನ3ಗಳು ಮತ�� ಸ್ತೆ�ವೆಗಳು---

5 4 3 2 1 88 99

[SHOW CARD D]

ATTITUDINAL LOYALTYI am now going to read out some statements. Please tell me your level of agreement on a 5 point scale with ‘5’ being ‘Strongly Agree’ to ‘1’ being ‘Strongly Disagree’

ಮುಂನ್ನೊಂ�2ಭಾ�ವದು ನಿಷ್ಠೆN

ಈಗ ನಾ�ನ� ಕ್ಷೆಲವು ಹೆ�ಳಿಕ್ಷೆಗಳನ�3 ಓದಿ ಹೆ�ಳುವೆ.

ದಯವಿಟ�� ಕ್ಷೆಳಗಿನ ಹೆ�ಳಿಕ್ಷೆಗಳ ಜೊ�ತೆ ನಿಮ� ಒಪ್ಪಿfಗೆಯ ಮಟ�ವನ�3 ತ್ತಿಳಿಸಿ ೫ ಪ್ರಾ�ಯಿಂ�ಟ್ $ ಸ್ತೆN�ಲ್ $ ಬಂಳಸಿ ೫ ಎಂ�ದರೆ “ ಬಂಲವಾ�ಗಿ ಒಪ್ಪುfವೆವು” ಮತ�� ೧ ಎಂ�ದರೆ ಬಂಲವಾ�ಗಿ ಒಪ್ಪುfವುದಿಲ್�Z “ ಎಂ�ದ�.

Stro

ngly

Agr

ee

Agre

e

Nei

ther

Agr

ee n

or d

isag

ree

Dis

agre

e

Stro

ngly

Dis

agre

e

DK/

CS

Refu

sed

5. Considering the quality of services that you get from ________ (MENTION THE CONNECTION CALLED ON), you believe ________ (MENTION THE CONNECTION CALLED ON) deserves your commitment & Loyalty.ನಿ�ವು (ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕ್ತಾ $K ನಮ�ದಿಸಿ) ಪಡೆಯ�ತ್ತಿ�ರು�ವ ಸ್ತೆ�ವೆಗಳ ಗ�ಣಮಟ�ವನ�3 ಪರಿಗಣಿಸಿ—ನಿಮ� ಬಂದBತೆ ಮತ�� ನಿಷ್ಠೆ�ಗೆ ನಿ�ವು ಅಹKರಾಂ�ಗಿರು�ವಿರಿ ಎಂ�ದ� –( ಕರೆ ಮಾ�ಡಿಸ ಸ�ಪಕ್ತಾ $K ನಮ�ದಿಸಿ)

54

3 21 88

99

6. It would matter a lot to you if the service provided by ________ (MENTION THE CONNECTION CALLED ON) was not available & you had to choose another service provider.(ಕರೆ ಮಾ�ಡಿಸ ಸ�ಪಕK ನಮ�ದಿಸಿ) –ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡಾ�ರಾಂ $ ಲಭ(ವಿಲZದBರೆ ಅದ�ನಿಮಗೆ ದ್ದೇ�ಡು� ವಿಷಯವಾ�ಗ�ತ�ದ್ದೇ ಮತ�� ನಿ�ವು ಇಂನೆ�3�ದ� ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನ�3 ಆರಿಸಬೈ�ಕ್ತಾ�ಗ�ತ�ದ್ದೇ.

54

3 21 88

99

[SHOW CARD E]

BEHAVIOURAL LOYALTY

I am now going to read out some statements. Please tell me your likelihood on a 5 point scale with ‘5’ being ‘Extremely Likely’ to ‘1’ being ‘Not at all likely’. ನಡುವಳಿಕ್ಷೆಯ ನಿಷ್ಠೆ�

ನಾ�ನ� ಕ್ಷೆಲವು ಹೆ�ಳಿಕ್ಷೆಯನ�3 ಓದಿ ಹೆ�ಳುವೆ. ದಯವಿಟ�� ೫ ಪ್ರಾ�ಯಿಂ��ಟ್ $ ಸ್ತೆN�ಲ್ $ ನಲ್ಲಿZ ನಿಮ� ಇಂಷ�ವನ�3 ತ್ತಿಳಿಸಿ

Extr

emel

y lik

ely

Very

like

ly

Som

ewha

t lik

ely

Not

ver

y li

kely

Not

at a

ll li

kely

DK/

CS

Refu

sed

7. How likely are you to continue using ___________ services during the next 1yr? Would you say it is …………. ಮ��ದಿನ ೧ ವಷKದ ಸಮಯದಲ್ಲಿZ ಎಂಷ�� ಇಂಷ�ಪಟ�� (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ಸ್ತೆ�ವೆಗಳನ�3 ಬಂಳಸ�ವುದನ�3 ಮ��ದ�ವರೆಸ�ವಿರಿ

54

3 21 88

99

25

8. How likely are you to recommend ____________ to your friends/ colleagues? Would you say it is ……………. ನಿಮ� ಸ್ತೆ3�ಹಿತರು�/ಸಹೆ��ದ್ದೇ�(�ಗಿ ಎಂಷ�� ಇಂಷ� ಇಂದನ�3 ಶಿಫ್�ರುಸ�� ಮಾ�ಡು�ವಿರಿ?ಇಂದಕ್ಷೆN ಏನೆ�ದ� ಹೆ�ಳುವಿರಿ====

54

3 21 88

99

SERVICE EXPERIENCE ಸ್ತೆ�ವೆಯ ಅನ�ಭವ

26

9. Could you please tell me the top 3 reasons for considering _______ (MENTION SERVICE PROVIDER) over other connection for your office? (MULTIPLE CODING)ನಿಮುಂ? ಕಚೇ2ರಿಯಂಲ್ಲಿ� ಬೇ2ರೆ ಸಂ�ಪಕ)ಕೊ; ಹೋ�2ಲ್ಲಿಸಿದಾ�ಗ ----- (ಸಂವಿ)ಸಿ ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ) ಪರಿಗಣಿಸಂ�ವ ಟಾಪಾ � ೩ ಕಾ�ರಣಗಳನು�� ದುಯಂವಿಟ್ಟು�7 ಹೋ2ಳ್ಳಿ?

Statements

ಹೆ�ಳಿಕ್ಷೆಗಳು

Reasons considered

ಪರಿಗಣಿಸಲ� ಕ್ತಾ�ರುಣಗಳು

Better speed & connectivity

ಉತ�ಮ ವೆ�ಗ ಮತ�� ಸ�ಪಕKತೆ1

Trusted Brand Name /Company

ನ�ಬಿಕ್ಷೆಯ ಬಾ�7�ಡಾ $ ಹೆಸರು�/ಕ�ಪನಿ2

Due to discounts/ Promotional Schemes offered

ರಿಯಾ�ಯಿಂತ್ತಿ/ಉತೆ��ಜಕ ಯೋ�ಜನೆಯನ�3 ನಿ�ಡಿರು�ವ ಕ್ತಾ�ರುಣದಿ�ದ3

Due to reasonable price offered

ಸ�ಕ�ವಾ�ದ ಬೈಲೆಯ ಕ್ಷೆ�ಡು�ಗೆಯ ಕ್ತಾ�ರುಣದಿ�ದ4

Due to better technology offered

ಉತ�ಮ ತಾಂ��ತ್ತಿ7ಕತೆ ನಿ�ಡಿರು�ವ ಕ್ತಾ�ರುಣದಿ�ದ5

Being the only option available

ಅಯ್ಕೆN ಮಾ�ತ7 ಲಭ(ವಿರು�ವ ಕ್ತಾ�ರುಣದಿ�ದ7

Have heard good things about the service offered by the company

ಕ�ಪನಿ ನಿ�ಡಿದ ಸ್ತೆ�ವೆಗಳ ಕ್ಷೆ�ಡು�ಗೆಗಳ ಬಂಗೆ� ಉತ�ಮವಾ�ದದನ�3 ಕ್ಷೆ�ಳಿರು�ವುದರಿ�ದ8

Bundled applications & services which suits my business needs

ಕ�ತೆಗಳ ಅಪ್ಪಿZಕ್ಷೆ�ಷನಾ $ ಗಳು ಮತ�� ಸ್ತೆ�ವೆಗಳು ಅವು ನನ3 ವ(ವಹಾ�ರುದ ಬೈ�ಡಿಕ್ಷೆ ಸ�ಕ�ವಾ�ಗಿರು�ವುದರಿ�ದ

9

Other reasons (Specify) ___________________

ಇಂತರೆ ಕ್ತಾ�ರುಣಗಳು(ನಮ�ದಿಸಿ)---------------- 11

Decision was taken by my company’s Administrative/IT Department

ನನ3 ಕ�ಪನಿಯ ನಿವಾ�Kಹಕರು�/ಐಟಿ ಡಿಪ್ರಾ�ಟKಮೇ�ಟ್ $ ನವರು� ನಿಧಾ�Kರುವನ�3ತೆಗೆದ�ಕ್ಷೆ�ಳು�ತಾಂ��ರೆ12

SECTION 1: ENQUIRY PROCESS ವಿಭಾ�ಗ ೧ ವಿಚಾರುಣೆ ಪ7ಕಿ7ಯ್ಕೆ

27

SECTION 1 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6)ಕ್ಷೆಡಿಎಂ� ಮತ� ನಾ�ನಾ $ ಸಿಓಸಿಫಿ /ಐಓಸಿಆರಾಂ $ ಬಂಳಕ್ಷೆದಾ�ರುರಿಗೆ ಮಾ�ತ7 ವಿಭಾ�ಗ ೧ ಕ್ಷೆ�ಳಿ(Q6 ರಿ�ದ ಸಿN 7�ನರಾಂ $ ಪ7ಶೋ�3�ತ�ರುವನ�3 ತೆಗೆದ�ಕ್ಷೆ�ಳಿ�)

10. Could you please tell me how did you get in touch with _____________ (MENTION SERVICE PROVIDER)? POST CODE IN THE LIST BELOWದಯವಿಟ�� ಹೆ�ಳಿ ನಿವು ಹೆ�ಗೆ ಇಂದರು ಜೊ�ತೆ (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ---ಸ�ಪಕKದಲ್ಲಿZರು�ವಿರಿ ಎಂ�ದ�? ಕ್ಷೆಳಗಿನ ಪಟಿ�ಯಲ್ಲಿZ ಕ್ಷೆ��ಡಾ $ ಪ್ರೊ�ಸ್� $ ಮಾ�ಡಿ.

____________________________________________________________________________________________________

Particulars ವಿಶಿಷ್ಟ7ತೆಗಳು Code ಕೊ�2ಡ್ �

Website Registration / Online Enquiry – Applied online for the connection

ವೆಬಾ $ ಸ್ತೆ:ಟ್ $ ನೆ��ದಣೆ/ಆನಾ $ ಲೆ:ನಾ $ ವಿಚಾರುಣೆ- ಸ�ಪಕKಕ್ತಾ�Nಗಿ ಆನಾ $ ಲೆ:ನಾ $ ನಲ್ಲಿZ ಅರ್ಜಿK ಹಾ�ಕ�ವುದ� 1

Called up the call center

ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಗೆ ಕರೆ ಮಾ�ಡು�ವುದ� 2

Sales Executive

ಮಾ�ರಾಂ�ಟದ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ 3

Tech Fair / Exhibition

ತಾಂ��ತ್ತಿ7ಕತೆ ಜಾತೆ7/ಪ7ದಶುKನ 4

Visited service providers Walk-In center/Retail outlet

ಹಾ�ಗೆ ನಡೆದ� ಬಂ�ದ ಕ್ಷೆ��ದ7/ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $ ನಲ್ಲಿZ ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ಗೆ ಭೇ�ಟಿ ನಿ�ಡು�ವುದ� 5

Others (Please specify) __________________________

ಇಂತರೆ(ದಯವಿಟ�� ನಮ�ದಿಸಿ)-------------------------------9

11. After lodging an enquiry, did you get a response from _____________ (MENTION SERVICE PROVIDER)?ವಿಚಾರುಣೆಯನ�3 ಲ್�ಡಾ� $ ಮಾ�ಡಿದ ನ�ತರು, (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)—ನಿ�ದ ಪ7ತ್ತಿಕಿ7ಯ್ಕೆ ಪಡೆಯಿಂರಿ?

Got response from service provider

ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಿ�ದ ಪ7ತ್ತಿಕಿ7ಯ್ಕೆಪಡೆಯ�ವುದ� 1CONTINUE

Had to follow up with service provider

ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ಜೊ�ತೆ ಫ್�ಲೆ�� ಅಪ್ರಾ $ ಮಾ�ಡು�ವುದ� 2SKIP TO Q14

DK/CS

ಗೆ�/ಹೆ� 3SKIP TO Q14

12. In how many days did you get a response from _____________ (MENTION SERVICE PROVIDER)? POST CODE IN GRID BELOW(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ನಿ�ದ ---ಪ7ತ್ತಿಕಿ7ಯ್ಕೆ ಯನ�3 ಎಂಷ�� ದಿನದಲ್ಲಿZ ಪಡೆದಿರು�ವಿರಿ?ಕ್ಷೆಳಗಿನ ಗಿ7ಡಾ $ ನಲ್ಲಿZ ಕ್ಷೆ��ಡಾ $ ಪ್ರೊ�ಸ್� $ ಮಾ�ಡಿ

Within 1 day

೧ ದಿನದ ಒಳಗೆ 1

1 – 4 days೨-೪ ದಿನಗಳು 2

5 – 7 days

೫-೭ ದಿನಗಳು 3

More than 7 days

೭ ದಿನಗಳ ಮೇ�ಲfಟ�� 4

Got no response till date

ಈ ದಿನದವರೆಗೆ ಪ7ತ್ತಿಕಿ7ಯ್ಕೆ ಪಡೆದಿಲ್�Z 5

28

13. How did you get the response from _____________ (MENTION SERVICE PROVIDER) to your query? ನಿಮುಂ? ಪ/ಶ್ನೆ�ಗೆ---(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)---ಹೋ2ಗೆ ಪ/ತಿಕ್ರಿ/ಯೆ ಪಡೆದಿರ�ವಿರಿ?

E-mail ಇಂ-ಮೇ�ಲ್ $ 1

Telephonic - Got a call from service provider confirming the enquiry

ಟ್ಟೆಲ್ಲಿಪ್ರೊ�ನಿಕ್ತಾ $- ವಿಚಾರುಣೆಯನ�3 ಖಚಿತಪಡಿಸಿಕ್ಷೆ�ಳ�ಲ� ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಿ�ದ ಕರೆ ಪಡೆಯ�ವುದ�2

Got an SMS confirmation

ಎಂಸ್ $ ಎಂ� ಎಂಸ್ $ ಖಚಿತತೆಯನ�3 ಪಡೆಯ�ವುದ�3

Others (Please specify)______

ಇಂತರೆ(ದಯವಿಟ�� ನಮ�ದಿಸಿ)_________

4

DK/CS

ಗೆ�/ಹೆ�5

[SHOW CARD A]

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

14. How would you rate your overall experience with ________ (MENTION SERVICE PROVIDER) during the enquiry process?ವಿಚಾರುಣೆ ಪ7ಕಿ7ಯ್ಕೆಯ ಸಮಯದಲ್ಲಿZ(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ----ಜೊ�ತೆ ಒಟ್ಟಾ�ರೆ ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3ನಿ�ಡು�ವಿರಿ?

5 4 3 2 1 88 99

IF CODED “DK/CS”(88) OR “REF”(99) IN Q14 SKIP TO Q16, ELSE CONTINUE

Q14 ನಲ್ಲಿZ “ಆಧರಿಸಿ(೯೯) ಅಥವಾ� ಗೆ�/ಹೆ�(೮೮) ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿಡು�ರೆ Q16 ಗೆ ಸಿNಪ್ರಾ $ ಮಾ�ಡಿ ಇಂಲZದಿದBರೆ ಮ��ದ�ವರೆಸಿ.

14.1 [ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q14] Why do you say so?

ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ(Q14 ನಲ್ಲಿZ ಸ್�ಧಾ�ರುಣ(೧) ಅಥವಾ� ಕಳಪೈ(೨) ಎಂ�ದ� ಕ್ಷೆ�ಡಾ $ ಮಾ�ಡಿದBರೆ ಕ್ಷೆ�ಳಿ?

______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

15.

[SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to Enquiry process of ________ (MENTION SERVICE PROVIDER)ವಿಚಾರಣೆ ಪ/ಕ್ರಿ/ಯೆಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ) -----ಕೊಲ್ಲವು ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳ ನಿಮುಂ? ಅನು�ಭವಕೊ; ಅ�ಕವನು�� ನಿ2ಡಲ್ಲ� ಕೊ2ಳುವೆ.

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

a.

Ease of getting in touch with _____ (MENTION SERVICE PROVIDER) (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)---ಜೊ�ತೆ ಸ�ಪಕK ಪಡೆಯ�ವುದ� ಸ�ಲಭ

5 4 3 2 1 88 99

b.

Correctness of the information in response to your enquiry

ನಿಮ� ವಿಚಾರುಣೆಗೆ ಸ�ಬಂ�ಧಪಟ� ಮಾ�ಹಿತ್ತಿಯ ತ್ತಿದ�Bಪಡಿಗಳು

5 4 3 2 1 88 99

29

c.

Time taken to respond to your enquiry

ನಿಮ� ವಿಚಾರುಣೆಗೆ ಪ7ತ್ತಿಕಿ7ಯಿಂಸಲ� ತೆಗೆದ�ಕ್ಷೆ��ಡು ಸಮಯ

5 4 3 2 1 88 99

d. Completeness of information in the response

ಪ7ತ್ತಿಕಿ7ಯ್ಕೆಯಲ್ಲಿZ ಪರಿಪೂಣK ಮಾ�ಹಿತ್ತಿ

5 4 3 2 1 88 99

e. Overall clarity of response to your enquiry

ನಿಮ� ವಿಚಾರುಣೆಯಲ್ಲಿZ ಒಟ್ಟಾ�ರೆ ಪ7ತ್ತಿಕಿ7ಯ್ಕೆಯ ಸfಷ�ತೆ

5 4 3 2 1 88 99

SECTION 2: APPLICATION PROCESS ವಿಭಾ�ಗ ೨:ಅಪ್ಪಿZಕ್ಷೆ�ಷನಾ $ ಪ7ಕಿ7ಯ್ಕೆ

SECTION 2 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6)

ಕ್ಷೆಡಿಎಂ� ಮತ� ನಾ�ನಾ $ ಸಿಓಸಿಫಿ /ಐಓಸಿಆರಾಂ $ ಬಂಳಕ್ಷೆದಾ�ರುರಿಗೆ ಮಾ�ತ7 ವಿಭಾ�ಗ ೨ ಕ್ಷೆ�ಳಿ(Q6 ರಿ�ದ ಸಿN 7�ನರಾಂ $ ಪ7ಶೋ�3�ತ�ರುವನ�3 ತೆಗೆದ�ಕ್ಷೆ�ಳಿ�)

16. 1 Kindly let us know, if you have opted for Tata Docomo through MNP (MOBILE Number Portability)?ಎಂ�ಎಂನಾ $ ಪ್ಪಿ ಮ�ಲಕ ಟ್ಟಾಟ್ಟಾ ಡೆ�ಕ್ಷೆ��ಮೊ� ಗೆ ಆಯ್ಕೆNಯನ�3 ಮಾ�ಡಿರು�ವಿರಾಂ�(ಮಲ್ಲಿ�ಪಲ್ $ ಸ�ಖ್ಯೆ(ಯ ಪ್ರೊ�ಟಿKಬಿಲ್ಲಿಟಿ)

Yes ಹಾuದ� 5

No ಇಂಲZ 1

Dk/CS ಗೆ�/ಹೆ� 9

16.2 Thinking about all the touch points/channels you interacted with during your application process for (MENTION SERVICE PROVIDER), please tell me whom did you contact. MULTICODING POSSIBLE

ನಿಮ� ಅಪ್ಪಿZಕ್ಷೆ�ಷನಾ $ ಪ7ಕಿ7ಯ್ಕೆ (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)ಜೊ�ತೆಇಂರು�ವ ಎಂಲ್�Z ಸ�ಪಕKದ ಪ್ರಾ�ಯಿಂ�ಟ್ $/ಚಾನೆಲ್ $ ಗಳ ಒಡುನಾ�ಟದ ಬಂಗೆ� ಯೋ�ಚಿಸಿ ಹೆ�ಳಿ,ದಯವಿಟ�� ಹೆ�ಳಿ, ಯಾ�ರುನ�3 ನಿ�ವು ಸ�ಪಕಿKಸಿರು�ವಿರಿ ಎಂ�ದ�.

Sales executive met me

ಮಾ�ರಾಂ�ಟದ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ನನ3ನ�3 ಭೇ�ಟಿ ಮಾ�ಡಿದರು�1

Walk-in at the retail outlet/office

ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $/ಕಚೆ�ರಿಗೆ ಹೆ��ಗ�ವುದ�2

Others (Please specify)_____________________

ಇಂತರೆ(ದಯವಿಟ�� ನಮ�ದಿಸಿ)----------

9

[SHOW CARD A]

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

30

17. How would you rate your experience of interacting with the sales person of ________ (MENTION SERVICE PROVIDER) during the application process?ಅಪ್ಪಿZಕ್ಷೆ�ಷನಾ $ ಪ7ಕಿ7ಯ್ಕೆ ಸಮಯದಲ್ಲಿZ(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡಾ�ರಾಂ $ ನಮ�ದಿಸಿ) ಮಾ�ರಾಂ�ಟ ಪ7ತ್ತಿಕಿ7ಯ್ಕೆ ಜೊ�ತೆ ನಿಮ� ಒಡುನಾ�ಟದ ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ?

5 4 3 2 1 88 99




ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ?(Q17 ನಲ್ಲಿZ ಸ್�ಧಾ�ರುಣ(೧) ಅಥವಾ� ಕಳಪೈ(೨)ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಕ್ಷೆ�ಳಿ)?

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

18.

[SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to Enquiry process of ________ (MENTION SERVICE PROVIDER)

ನಿಮುಂ? ವಿಚಾರಣೆ ಪ/ಕ್ರಿ/ಯೆಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7 ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳಲ್ಲಿ� ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಕೊ2ಳುವೆ---(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

a.Presentability of the sales executive

ಮಾ�ರಾಂ�ಟ ಎಂಕಿ�ಕ�(ಟಿವಾ $ ನ ಪ7ಸ�ತತೆ

5 4 3 2 1 88 99

b.Courteousness of the sales executive

ಮಾ�ರಾಂ�ಟ ಎಂಕಿ�ಕ�(ಟಿನಾ $ ನ ಸ್uಜನ(ತೆ

5 4 3 2 1 88 99

c.Ability to understand your requirements

ನಿಮ� ಬೈ�ಡಿಕ್ಷೆಯನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳು�ವ ಸ್�ಮಥ(K

5 4 3 2 1 88 99

d. Responsiveness to your query ನಿಮ� ಪ7ಶೋ3ಗೆ ಪ7ತ್ತಿಕಿ7ಯಿಂಸ�ವುದ�? 5 4 3 2 1 88 99

e. Ability to provide information and explanation on plans/schemes available ಲಭ(ವಿರು�ವ ಯೋ�ಜನೆ/ಸಿN�ಮಾ $ ಗಳ ಬಂಗೆ� ವಿವರುಣೆ ಮತ�� ಮಾ�ಹಿತ್ತಿಯನ�3ನಿ�ಡು�ವ ಸ್�ಮಥ(K

5 4 3 2 1 88 99

d. Ability to suggest the appropriate plan and special offers ಸ�ಕ�ವಾ�ದ ಯೋ�ಜನೆ ಮತ�� ವಿಶಿಷ� ಕ್ಷೆ�ಡು�ಗೆಗಳನ�3 ಸಲಹೆ ಮಾ�ಡು�ವ ಸ್�ಮಥ(K

5 4 3 2 1 88 99

e. Ability to explain features/services of the GSM/CDMA connection

ರ್ಜಿಎಂಸ್ $ ಎಂ�/ಸಿಡಿಎಂ�ಎಂ ಸ�ಪಕKದ ಪೂ(ಚರಾಂ $/ಸ್ತೆ�ವೆಗಳನ�3 ವಿವರಿಸ�ವ ಸ್�ಮಥ(K

5 4 3 2 1 88 99

31

f. Explained & suggested various business applications & services that service provider can offer to meet your business needs

ನಿಮ� ವ(ವಹಾ�ರುದ ಬೈ�ಡಿಕ್ಷೆಗಳನ�3 ಭೇ�ಟಿ ಮಾ�ಡುಲ� ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಿ�ಡು�ವ ವಿವಿಧ ವ(ವಹಾ�ರುದ ಅಪ್ಪಿZಕ್ಷೆ�ಷನಾ $ ಮತ�� ಸ್ತೆ�ವೆಗಳನ�3 ಸಲಹೆ ಮಾ�ಡು�ವುದ� ಮತ�� ವಿವರಿಸ�ವುದ�

5 4 3 2 1 88 99

g. Ability to guide you on the documents required to be submitted for the connection

ಸ�ಪಕKಕ್ಷೆN ಪಡೆಯಲ� ಬೈ�ಕ್ತಾ�ದ ದಾ�ಖಲೆಯ ಬಂಗೆ� ಮಾ�ಗKದಶುKನ ಮಾ�ಡು�ವ ಸ್�ಮಥ(K

5 4 3 2 1 88 99

h. Proactive update & communication on the status of the application ಅಪ್ಪಿZಕ್ಷೆ�ಷನಾ $ ಸಿ ತ್ತಿಯ ಬಂಗೆ� ಕಿ7ಯಾ�ತ�ಕವಾ�ದ ಅಪ್ರಾ $ ಡೆ�ಟ್ $ ಮತ�� ಸ�ಭಾ�ಷಣೆ ನಿ�ಡು�ವುದ�

5 4 3 2 1 88 99

ASK Q19 ONLY IF 4/5 CODED IN Q18 E

Q18E ನಲ್ಲಿZ ೪/೫ ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಮಾ�ತ7 Q19 ಕ್ಷೆ�ಳಿ.

19. Could you please recollect which special features/services did the sales person mention about _______ (MENTION SERVICE PROVIDER)?(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ----ಬಂಗೆ� ಮಾ�ರಾಂ�ಟ ಪ7ತ್ತಿನಿಧಿ ನಮ�ದಿಸಿದ ಯಾ�ವ ವಿಶಿಷ� ಪೂ(ಚರಾಂ $ ಗಳು/ಸ್ತೆ�ವೆಗಳನ�3 ಮರು� ಸ�ಗ7ಹಿಸಿರು�ವಿರಿ ಎಂ�ದ� ದಯವಿಟ�� ತ್ತಿಳಿಸಿ?

____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

SECTION 3: PLAN OPTIONS/ TARIFF-SCHEMES

ವಿಭಾ�ಗ ೩: ಯೋ�ಜನೆಯ ಆಯ್ಕೆNಗಳು/ಟ್ಟಾರಿಫ್ $ ಯೋ�ಜನೆಗಳು

[SHOW CARD A]

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

25. How would you rate your overall satisfaction with the plan options offered by ________ (MENTION SERVICE PROVIDER)?

ಯೋ�ಜನೆಯ ಆಯ್ಕೆNಯ ಪ7ಕಿ7ಯ್ಕೆಯ(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $) ಜೊ�ತೆಯ ಒಟ್ಟಾ�ರೆ ತ�ಪ್ಪಿ�ಕರುವಾ�ದದBಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ?

5 4 3 2 1 88 99



32

25.1 [ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q25] Why do you say so?ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ(Q25 ನಲ್ಲಿZ ಸ್�ಧಾ�ರುಣ(೧) ಅಥವಾ� ಕಳಪೈ(೨) ಎಂ�ದ� ಕ್ಷೆ�ಡಾ $ ಮಾ�ಡಿದBರೆ ಕ್ಷೆ�ಳಿ?

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

26.

[SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to plan options of ________ (MENTION SERVICE PROVIDER)

ಯೋ2ಜನ್ನೊಂ ಆಯೆ; ಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ) -----ಕೊಲ್ಲವು ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳ ನಿಮುಂ? ಅನು�ಭವಕೊ; ಅ�ಕವನು�� ನಿ2ಡಲ್ಲ� ಕೊ2ಳುವೆ.

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

a.

Availability of a variety of tariff options which meets your business requirement

ನಿಮ� ವ(ವಹಾ�ರುದ ಬೈ�ಡಿಕ್ಷೆಯನ�3 ಪೂರೆ:ಸಲ� ಲಭ(ವಿರು�ವ ವಿವಿಧ ಟ್ಟಾರಿಫ್ $ ಆಯ್ಕೆNಗಳು5 4 3 2 1 88 99

b.

Range of plans available, i.e. 3G/ 2G Data plans /Unlimited CUG plans

ಲಭ(ವಿರು�ವ ಯೋ�ಜನೆಯಶೋ7�ಣಿಗಳು ಅ�ದರೆ ೩ರ್ಜಿ/೩ರ್ಜಿ ಡೆ�ಟ್ಟಾ ಪ್ರಾ�Zನಾ $ /ಅನಿಯಮೀತ ಕಗ್ರಾ $ ಯೋ�ಜನೆ

5 4 3 2 1 88 99

c.

Availability of bundled plans which offers inbuilt value added services along with access

ಸ�ಪಕKದ ಜೊ�ತೆ ಇಂರು�ವ ಕ�ತ�ಗಳ ಯೋ�ಜನೆಯನ�3 ಅ�ತರಿಕವಾ�ಗಿ ವಾ�(ಲ�( ಆಡೆ�ಡಾ $ ಸ್ತೆ�ವೆಗಳಲ್ಲಿZ ಲಭ(ವಿರು�ವುದ�

5 4 3 2 1 88 99

SECTION4: ACTIVATION ವಿಭಾ�ಗ ೪: ಸಕಿ7ಯತೆACTIVATION SECTION TO BE ADMINISTERED ONLY FOR CUSTOMERS HAVING AON<6 months

AND ARE NON COCP i.e. ONLY IF CODED “02” IN X7, ELSE SKIP TO NETWORK

[SHOW CARD A]

Now I am now going to ask you to rate your experiences with ________ (MENTION THE CONNECTION CALLED ON) on some specificparameters relating to Activation on a 5-point scale. Excellent, Very good, Good, Fair and Poor. Please tell me೫ ಪ್ರಾ�ಯಿಂ�ಟ್ $ ಸ್ತೆN�ಲ್ $ ನಲ್ಲಿZ ಸಕಿ7ಯತೆಗೆ ಸ�ಬಂ�ಧಪಟ� ವಿಶಿಷ� ಲಕ್ಷಣಗಳಿಗೆ (ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ)—ನಿಮ� ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿಎಂ�ದ� ಕ್ಷೆ�ಳುವೆ.—ಅತ�(ತ�ಮ,

ತ��ಬಾ� ಉತ�ಮ, ಉತ�ಮ, ಸ್�ಧಾ�ರುಣ ಮತ�� ಕಳಪೈ-ದಯವಿಟ�� ಹೆ�ಳಿ.

Exce

llent

V. G

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Goo

d

Fair

Poor

DK/

CS

Refu

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27. How would you rate your overall experience with ________ (MENTION THE CONNECTION CALLED ON) during the activation of the connection?

ಸ�ಪಕKದ ಸಕಿ7ಯತೆ ಸಮಯದಲ್ಲಿZ ( ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ )- ಒಟ್ಟಾ�ರೆ ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ ?

54

3 21 88

99


33

28. How do you rate ________ (MENTION THE CONNECTION CALLED ON) on the followingಕ್ಷೆಳಗಿನವುಗಳಿಗೆ –(ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕ್ತಾ $K ನಮ�ದಿಸಿ) ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ ಎಂ�ದ�?

54

3 21 88

99

a. Time taken for activation after documentation is completed ಅಪ್ಪಿZಕ್ಷೆ�ಷನಾ $ ಸಲ್ಲಿZಸಿದ ನ�ತರು ಸಕಿ7ಯತೆಗೆ ತೆಗೆದ�ಕ್ಷೆ��ಡು ಸಮಯ.

54

3 21 88

99

[SHOW CARD F]

Yes

No

DK/ CS Re

f

b.

Were you committed a time period within which _________________ (MENTION SERVICE PROVIDER) would complete the installation?ಜೊ��ಡುನೆ ಪೂತ್ತಿK ಗೆ�ಳಿಸಲ�—(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)—

ಬಂದBತೆಯಸಮಯದ ಅವಧಿಒಳಗೆ ಮಾ�ಡಿದBರಾಂ�?

51

8899

c. Was your connection activated correctly with all the subscribed features and facilities?ಎಂಲ್�Z ಚ�ದಾ�ದಾ�ರಿಕ್ಷೆಯ ಪೂ(ಚರಾಂ $ ಮತ�� ಸ್uಲಭ( ಜೊ�ತೆ ಸ�ಪಕKದ ಸಕಿ7ಯತೆ ಸರಿಯಾ�ಗಿದ್ದೇಯಾ�?

51

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d. Did you have to re-submit the documents for any reason?ಯಾ�ವುದಾ�ದರು� ಕ್ತಾ�ರುಣಕ್ತಾ�Nಗಿ ನಿ�ವು ದಾ�ಖಲೆಗಳನ� ಮರು� ಸಲ್ಲಿZಸಿದಿB�ರಾಂ�? 5

188

99

e. After activation, was your connection barred/ disconnected by ________ (MENTION THE CONNECTION CALLED ON)ಸಕಿ7ಯತೆ ನ�ತರು, ನಿಮ� ಸ�ಪಕKವನ�3 ತಡೆಯಲ್�ಯಿಂತಾಂ�/ನಿಲ್ಲಿZಸಲ್�ಯಿಂತಾಂ�-(ಕರೆ ಮಾ�ಡಿಸ ಸ�ಪಕK ನಮ�ದಿಸಿ)

51

8899

ASK ONLY IF CODED 5 (YES) IN Q28e ELSE GO TO Q29 Yes

No

DK/

CS Re

f

f. Were you satisfied with the time taken to re-connect your mobile connection?ನಿಮ� ಮೊಬೈ:ಲ್ $ ಸ�ಪಕKಕ್ಷೆN ಮರು� ಸ�ಪಕKಕ್ಷೆN ತೆಗೆದ�ಕ್ಷೆ��ಡು ಸಮಯಕ್ಷೆN ತ�ಪ್ಪಿ�ಯಾ�ಗಿರು�ವಿರಾಂ�?

51

8899

28g.

28h.

28i.

How many days were you committed for completing the activation

ಜೊ��ಡುಣೆ ಪೂತ್ತಿK ಗೆ�ಳಿಸಲ� ಎಂಷ�� ದಿನಗಳ ಬಂದBತೆಯನ�3 ನಿ�ಡು�ವಿರಿ

In how many days were the activation actually completed after submitting documents and cheque to (MENTION SERVICE PROVIDER)?

ದಾ�ಖಲೆಗಳನ�3 ಮತ�� ಚೆಕ್ತಾ $ ನ�3 (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ಸಲ್ಲಿZಸಿದ ನ�ತರು ವಾ�ಸ�ವಾ�ಗಿ ಜೊ��ಡುಣೆಯನ�3 ಪೂತ್ತಿK ಗೆ�ಳಿಸಲ� ಎಂಷ�� ದಿನಗಳಾ�ದವು?

What was the expected time for completing the activation?

ಸಕಿ7ಯತೆ ಪೂತ್ತಿK ಗೆ�ಳಿಸಲ� ತೆಗೆದ�ಕ್ಷೆ��ಡು ನಿರಿ�ಕ್ಷೆ>ಯ ಸಮಯ?

Promised Time Actual Time Expected Time

Within 2 days

೨ ದಿನಗಳ ಒಳಗೆ1 1 1

2 – 5 days೩-೫ ದಿನಗಳು

2 2 2

6 – 7 days

೬-೭ ದಿನಗಳು3 3 3

34

More than 7 days

೭ ದಿನಕ�N ಮೇ�ಲfಟ��4 4 4

Don’t know/Can’t say

ಗೆ�/ಹೆ�ಳ9 9 9

SECTION 5: NETWORK ವಿಭಾ�ಗ ೫ :ನೆಟ್ $ ವಕ್ತಾ $K[SHOW CARD A]

29. How would you rate your overall experience with ___________ (MENTION THE CONNECTION CALLED ON) Network?

ನೆಟ್ $ ವಕ್ತಾ $K ಜೊ�ತೆಗಿನ ನಿಮ� ಒಟ್ಟಾ�ರೆ ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ(ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ)

READ BELOW TEXT IF RESPONDENT DOES NOT UNDERSTANDBy Network I mean Voice Clarity, network coverage, connectivity to numbers, sending SMS etc.

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V. G

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Fair

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3 21 88

99

IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN Q29 SKIP TO Q34, ELSE CONTINUE29.1 (ASK IF CODED 2 OR 1 IN Q29) Why do you say so?

ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ?

__________________________________________________________________________________________________________________________________________________________________________________________________________

30. How do you rate ________ (MENTION THE CONNECTION CALLED ON) onಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ---(ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ) Ex

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a. Voice Clarity i.e. voice breaking, crackling etc. ಶಬಂ�ದು ಸಂiಷ್ಟ7ತೆ; ಅ�ದುರೆ ಶಬಂ� ಬೇ/2ಕಾ � ಆಗದೇ2, ಕಾ�/ಖಿಂ�ಗ್ � ಇತ್ಯಾ�Cದಿ

54

3 21 88

99

b.Continuous connection without calls drops / Call disconnection

ಕರೆ ಡ್�/ಪಾ � ಆಗದೇ/ಕರೆ ಸಂ�ಪಕ) ಕಡಿತ್ಯು ಆಗದೇ2 ನಿರ�ತ್ಯುರ ಸಂ�ಪಕ)ತೆ5

43 2

1 8899

c. Availability of network coverage in your cityನಿಮುಂ? ನುಗರದುಲ್ಲಿ�ರ�ವ ನ್ನೊಂಟ್ � ವಕಾ �) ವಾ�Cಪ್ತಿDಯಂ ಲ್ಲಭCತೆ

54

3 21 88

99

d.Connectivity to ________ (MENTION THE CONNECTION CALLED ON) mobile numbersಮೊಬೇUಲ್ � ಸಂ�ಖ್ಯೆCಗಳ್ಳಿಗೆ –(ಕರೆ ಮಾ�ಡಿದು ಸಂ�ಪಕ)ತೆ)ಸಂ�ಪಕ್ರಿ)ಸಂ�ವುದು�

54

3 21 88

99

e.Connectivity to mobile or landline numbers of other operatorsಬೇ2ರೆ ನಿವಾ�)ಹಕರಿಗೆ ಮೊಬೇUಲ್ � ಅಥವಾ� ಲ್�C�ಡ್ � ಸಂ�ಖ್ಯೆCಯಂನು��ಸಂ�ಪಕ್ರಿ)ಸಂ�ವುದು�

54

3 21 88

99

f. Sending of SMS / instant delivery of SMSಎಂಸಾ � ಎಂ� ಎಂಸಾ � ಕಳುಹಿಸಂ�ವುದು�/ತ್ಯುಕ್ಷಣಕೊ; ಎಂಸಾ � ಎಂ� ಎಂಸಾ � ವಿತ್ಯುರಿಸಂ�ವುದು�

54

3 21 88

99

31.

Have you ever used ________ (MENTION THE CONNECTION CALLED ON) connection while roaming?ರೆ�2ಮಿಂ�ಗ್ � ಮಾ�ಡ�ವಾ�ಗ ನಿ2ವು ಯಾ�ವಾ�ಗಲ್�ದುರ�(ಕರೆ ಮಾ�ಡಿದು ಸಂ�ಪಕ) ನುಮುಂ�ದಿಸಿ) ಸಂ�ಪಕ) ಮಾ�ಡಿರ�ವಿರ್�?

Y e s N o D k / c s R

51 88 99

IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN Q12 SKIP TO Q13, ELSE CONTINUE

31a.

How would you rate your network experience with ________ (MENTION THE CONNECTION CALLED ON) while roaming?ರೆ�2ಮಿಂ�ಗ್ � ಮಾ�ಡ�ವಾ�ಗ(ಕರೆ ಮಾ�ಡಿದು ಸಂ�ಪಕ) ನುಮುಂ�ದಿಸಿ) ನಿಮುಂ? ನ್ನೊಂಟ್ಟು ವಕ) ಜೊ�ತೆಗಿನು ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ?

Exce

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tV.

G

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d

Fair

Poor

DK/

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Refu

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5 4 3 2 1 88

99

35

32.Have you faced any Network issues in the past one month?ಕಳೆದು ಒಂ�ದು� ತಿ�ಗಳಲ್ಲಿ� ಯಾ�ವುದಾ�ದುರ� ನ್ನೊಂಟ್ � ವಕಾ �) ಸಂಮುಂಸ್ಕೇCಯಂನು�� ಎಂದು�ರಿಸಿದಿ�ರ್�?

Yes

No

Dk/

cs

Ref

5 1 8899

IF CODED “NO” OR “DK/CS”(88) OR “REF”(99) IN QS32 SKIP TO QS34, ELSE CONTINUE

33. Which of these Network Quality Issues have you experienced? (MULTIPLE CODING POSSIBLE)ಇಂವುಗಳಲ್ಲಿZ ಯಾ�ವ ನೆಟ್ $ ವಕ್ತಾ $K ಗ�ಣಮಟ್ಟಾ�ದ ಸಮಸ್ತೆ(ಗಳು ಇಂವೆ?

ASK ONLY IF CODED 5 (YES) IN 32 ELSE SKIP TO 34.

a. Call Dropಕ್ತಾ�ಲ್ $ ಡಾ�7ಪ್ರಾ $

1

b. Congestion ಕನಾ $ ಜೊಷನಾ $ 2

c. Echo ಎಂಕ್ಷೆ�� 3

d. Fluctuating signal strength ಸಿಗ3ಲ್ $ ಸ್�ಮಥ(K ತಡೆಯಾ�ಗ�ತ್ತಿ�ರು�ವುದ� 4

e. Others__________(Please Specify)ಇಂತರೆ---(ದಯವಿಟ�� ನಮ�ದಿಸಿ)

98

SECTION 6: WEBSITE ವಿಭಾ�ಗ ೬: ವೆಬಾ $ ಸ್ತೆ:ಟ್ $

34. Thinking about last 3 months can you please let me know how many times have you visited _______ (MENTION SERVICE PROVIDER) website?ಕಳೆದ ಮ�ರು� ತ್ತಿ�ಗಳಲ್ಲಿZ ವೆಬಾ $ ಸ್ತೆ:ಟ್ $ (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ಯನ�3 ಎಂಷ�� ಬಾ�ರಿ ಭೇ�ಟಿ ಮಾ�ಡಿರು�ವಿರಿ ಎಂ�ದ� ಯೋ�ಚಿಸಿ ಹೆ�ಳಿ?

Visit the website regularly (Each time I log onto Internet)

ನಿಯತವಾ�ಗಿ ವೆಬಾ $ ಸ್ತೆ:ಟ್ $ ಭೇ�ಟಿ ಮಾ�ಡು�ವುದ�(ಪ7ತ್ತಿ ಸಮಯ/ಇಂ�ಟರಾಂ $ ನೆಟ್ $ ಲ್�ಗ್ರಾ $ ಆದಾ�ಗ)

1

2-3 times a week

ವಾ�ರುದಲ್ಲಿZ೨-೩ ಬಾ�ರಿಗಳು2

Once in fifteen days

ಹದಿನೆ:ದ�ದಿನಗಳಿಗೆ ಒ�ದ� ಬಾ�ರಿ3

Once in a month ತ್ತಿ�ಗಳಲ್ಲಿZ ಒ�ದ� ಬಾ�ರಿ 4

Less often than once a month

ತ್ತಿ�ಗಳಿಗೆ ಒ�ದ� ಬಾ�ರಿಗಿ�ತ ಕಡಿಮೇ5

Very rarely ತ��ಬಾ� ಆಗ್ರಾ�ಗೆ� 6

ASK Q35 IF CODES 1-3 in Q34 ELSE SKIP TO NEXT SECTION[SHOW CARD A]Q ೩೪ನಲ್ಲಿZ ೧-೩ ಕ್ಷೆ�ಡಾ $ ಮಾ�ಡಿದರೆ Q35 ಕ್ಷೆ�ಳಿ ಇಂಲZದಿದBರೆ ಮ��ದಿನ ವಿಭಾ�ಗಕ್ಷೆN ಸಿNಪ್ರಾ $ ಮಾ�ಡಿ.

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Poor

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35. How would you rate your overall satisfaction with ________ (MENTION SERVICE PROVIDER) website? ವೆಬಾ $ ಸ್ತೆ:ಟ್ $ (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $) ಜೊ�ತೆಯ ಒಟ್ಟಾ�ರೆ ತ�ಪ್ಪಿ�ಕರುವಾ�ದದBಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ?

54

3 21 88

99

36



36.

[SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to ________ (MENTION SERVICE PROVIDER)’s website ವೆಬಾ � ಸ್ಕೇUಟ್ � ಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7 ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳಲ್ಲಿ� ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಕೊ2ಳುವೆ---(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

Exce

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Goo

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Fair

Poor

DK/

CS

Refu

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a. Overall Look and feel of the website ವೆಬಾ $ ಸ್ತೆ:ಟ್ $ ನ ನೆ��ಟ ಮತ�� ಅನಿಸಿಕ್ಷೆ 5 4 3 2 1 88 99

b.

Ease of navigating through the website

ವೆಬಾ $ ಸ್ತೆ:ಟ್ $ ಮ�ಲಕ ಸ�ಲಭವಾ�ಗಿ ಮಾ�ಗKದಶುKನ ನಿ�ಡು�ವುದ�

5 4 3 2 1 88 99

c.

Ease of understanding the information/content provided on the website

ವೆಬಾ $ ಸ್ತೆ:ಟ್ $ ನಲ್ಲಿZ ನಿ�ಡಿದ ಮಾ�ಹಿತ್ತಿ/ವಿಷಯವನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳು�ವುದ� ಸ�ಲಭ

5 4 3 2 1 88 99

SECTION 7: BILLING

ವಿಭಾ�ಗ 7: ಬಿಲ್ಲಿZ�ಗ್ರಾ $

SECTION 7 ASKED ONLY TO KDMs AND NON COCP/ IOCR USERs (Take from Screener Questionnaire Q6)Ex

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37. How would you rate your overall satisfaction with the billing process of ________ (MENTION SERVICE PROVIDER)?

ಬಿಲ್ಲಿZ�ಗ್ರಾ $ ಪ7ಕಿ7ಯ್ಕೆಯ(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $) ಜೊ�ತೆಗಿನ ಒಟ್ಟಾ�ರೆ ತ�ಪ್ಪಿ�ಕರುವಾ�ದದBಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ?

5 4 3 2 1 88 99




ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ?(Q37 ರುಲ್ಲಿZ ಸ್�ಧಾ�ರುಣ(೧) ಅಥವಾ� ಕಳಪೈ(೨)ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಕ್ಷೆ�ಳಿ)?

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

37

38.

[SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to the billing process of ________ (MENTION SERVICE PROVIDER)ನಿಮುಂ? ಬಿಲ್ಲಿ��ಗ್ � ಪ/ಕ್ರಿ/ಯೆಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7 ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳಲ್ಲಿ� ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಕೊ2ಳುವೆ---(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

Exce

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a.

Accuracy of the bills

ಬಿಲ್ $ ಗಳ ನಿಖರುತೆ

5 4 3 2 1 88 99

b.

Bills received on time

ಸಕ್ತಾ�ಲಕ್ಷೆN ಬಿಲ್ $ ಸಿ��ಕರಿಸ�ವುದ�

5 4 3 2 1 88 99

c.

Bill is detailed and clear

ಬಿಲ್ � ವಿವರವಾ�ಗಿರ�ವುದು� ಮುಂತ್ಯು�D ಸಂiಷ್ಟ7ವಾ�ಗಿರ�ವುದು�

5 4 3 2 1 88 99

d.

Ease of payment

ಪಾ�ವತಿ ಸಂ�ಲ್ಲಭವಾ�ಗಿರ�ವುದು�

5 4 3 2 1 88 99

e.

Range of payment options

ಪಾ�ವತಿಯಂ ಆಯೆ;ಗಳ ಶ್ನೆ/2ಣಿ

5 4 3 2 1 88 99

f.

Number of days available to make payment within due date

ಅ�ತ್ತಿಮ ದಿನಾ��ಕದ ಒಳತೆ ಪ್ರಾ�ವತ್ತಿಯಾ�ನ�3 ಮಾ�ಡುಲ� ಲಭ(ವಿರು�ವ ದಿನಗಳ ಸ�ಖ್ಯೆ(

5 4 3 2 1 88 99

g.

Time taken to resolve billing related issues, if any

ಬಿಲ್ಲಿZ�ಗ್ರಾ $ ಗೆ ಸ�ಬಂ�ಧಪಟ� ಸಮಸ್ತೆ(ಗೆ ತೆಗೆದ�ಕ್ಷೆ��ಡು ಸಮಯ ಯಾ�ವುದಾ�ದರು� ಇಂದBರೆ

5 4 3 2 1 88 99

h.

Satisfaction with resolution provided for billing related issues

ಬಿಲ್ಲಿZ�ಗೆ ಸ�ಬಂ�ಧಪಟ್ಟಾ� ಸಮಸ್ತೆ(ಗಳಿಗೆ ನಿ�ಡಿದ ಪರಿಹಾ�ರುಕ್ಷೆN ತ�ಪ್ಪಿ�ಯಾ�ಗಿರು�ವುದ�

5 4 3 2 1 88 99

38

39. Could you please tell me through which channel do you most often pay your__________ (MENTION SERVICE PROVIDER) bills? ದಯವಿಟ�� ಹೆ�ಳಿ, (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡಾ�ರಾಂ $ ನಮ�ದಿಸಿ) ---ಬಿಲ್ $ ಗಳಿಗೆ ಯಾ�ವ ಚಾನೆಲ್ $ ಗಳಿಗೆ ನಿ�ವು ಹೆಚ�£ ಆಗ್ರಾ�ಗೆ� ಪ್ರಾ�ವತ್ತಿಸ�ವಿರಿ ಎಂ�ದ�ತ್ತಿಳಿಸಿ?

Cheque drop boxes

ಚೇಕಾ � ಡ್�/ಪಾ � ಬಾ�ಕಾ{ � ಗಳು1

Pay at Company outlet/Office /Retail Outlets

ಕಚೇ2ರಿ/ರಿಟೈUಲ್ � ಜೌಟ್ � ಲೆಟ್ � ನುಲ್ಲಿ� /ಕ�ಪನಿ ಜೌಟ್ � ಲೆಟ್ � ನುಲ್ಲಿ� ಪಾ�ವತಿಸಂ�ವುದು�2

Standing Instruction to bank to Auto debit the account

ಖಾ�ತೆಯಿಂ�ದ ಆಟ್ಟೆ�� ಡೆಬಿಟ್ $ ಆಗಲ� ಬಾ�(�ಕ್ತಾ $ ಗೆ ಸ್��ಡಿ�ಗ್ರಾ $ ಸ�ಚನೆ ನಿ�ಡು�ವುದ�

3

Online payment (Net Banking /Credit Card)

ಆನಾ � ಲೆUನಾ � ಪಾ�ವತಿ(ನ್ನೊಂಟ್ � ಬಾ�Cಕ್ರಿ�ಗ್ �/ಕೊ/ಡಿಟ್ � ಕಾ�ಡ್ �))

4

Pay via collection agents

ಸಂ�ಗ/ಹಣ ಏಜೊ�ಟ್{ � ಮುಂ�ಲ್ಲಕ ಪಾ�ವತಿಸಂ�ವುದು�5

[SHOW CARD A]

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se

40. How would you rate your overall satisfaction with the mode of bill payment ________ (MENTION SERVICE PROVIDER)?

ಬಿಲ್ $ ಪ್ರಾ�ವತ್ತಿ (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡಾ�ರಾಂ $ ನಮ�ದಿಸಿ) ವಿಧಾ�ನದ ಜೊ�ತೆಗಿನ ನಿಮ� ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ?

5 4 3 2 1 88 99

SECTION 8: VAS ವಿಭಾ�ಗ ೯: ವಾ�(ಸ್ $

41. Do you use Value Added Services provided by ________ (MENTION THE CONNECTION CALLED ON)?

ನಿ�ವು ನಿ�ಡಿರು�ವ ವಾ�(ಲ�( ಆಡೆ�ಡಾ $ ಸ್ತೆ�ವೆಯನ�3 ಬಂಳಸಿರು�ವಿರಾಂ� ---( ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ ) READ BELOW TEXT IF RESPONDENT DOES NOT UNDERSTANDಪ7ತ್ತಿವಾ�ದಿಗೆ ಅಥKವಾ�ಗದಿದBರೆ ಕ್ಷೆಳಗಿನ ಪಠ್ಯ( ಓದಿBy Value Added Services I mean services like caller tunes, voice chat, songs and games download etc.ವಾ�(ಲ�( ಆಡೆ�ಡಾ $ ಸ್ತೆ�ವೆಗಳು ಎಂ�ದರೆ, ಕ್ತಾ�ಲರಾಂ $ ಟ�(ನಾ� $, ವಾ�ಯಾ�� $ ಚಾಟ್ $, ಹಾ�ಡು�ಗಳು ಮತ�� ಗೆ�ಮಾ� $ ಡಾuನಾ $ ಲೆ�ಡಾ $ ಇಂತಾಂ�(ದಿ ಸ್ತೆ�ವೆಗಳು

Yes

No

Dk/

cs

Ref

51

8899

IF CODED “NO” (1) OR “DK/CS”(88) OR “REF”(99) IN Q41 SKIP TO NEXT SECTION, ELSE CONTINUE

42. How would you rate your overall experience with the Value Added Services provided by ________ (MENTION THE CONNECTION CALLED ON)?

ASK ONLY TO THOSE WHO SAID “YES” IN Q41

ವಾ�(ಲ�( ಅಡೆ�ಡಾ $ ಸ್ತೆ�ವೆಗಳ ಒಟ್ಟಾ�ರೆ ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ---(ಕರೆ ಮಾ�ಡಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ)

Exce

llen

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

54

3 21 88

99


39

How would rate ________ (MENTION THE CONNECTION CALLED ON) onಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ---(ಕರೆ ಮಾ�ಡಿದು ಸಂ�ಪಕ) ನುಮುಂ�ದಿಸಿ) Ex

celle

nt

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

a. Ease of activation of Value Added Servicesವಾ�(ಲ�( ಆಡೆ�ಡಾ $ ಸ್ತೆ�ವೆಗಳ ಸಕಿ7ಯತೆ ಸ�ಲಭ

54

3 21 88

99

b. Ease of deactivation of Value Added Servicesವಾ�(ಲ�( ಆಡೆ�ಡಾ $ ಸ್ತೆ�ವೆಗಳ ಅಸಕಿ7ಯತೆ ಸ�ಲಭ

54

3 21 88

99

c. Overall quality of 2G data speed೨ರ್ಜಿ ಡೆ�ಟ್ಟಾ ಸಿf�ಡಾ $ ನ ಒಟ್ಟಾ�ರೆ ಗ�ಣಮಟ�

54

3 21 88

99

SECTION 9: COMMUNICATION

ವಿಭಾ�ಗ 9: ಸ�ಭಾ�ಷಣೆ

[SHOW CARD F] Yes No DK/ CS Ref

43.

Do you remember receiving any communication from ____________ (MENTION SERVICE PROVIDER)?

ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)----ಯಾ�ವುದಾ�ದರು� ಸ�ಭಾ�ಷಣೆಯನ�3 ಸಿ��ಕರಿಸಿರು�ವುದ� ನೆನಪ್ಪಿದ್ದೇಯಾ�?

5 1 88 99

IF CODED “YES”(05) IN Q43, GO TO Q44 ELSE SKIP TO NEXT SECTION

Q43 ನಲ್ಲಿZ “ಆಧರಿಸಿ(೯೯) ಅಥವಾ� ಗೆ�/ಹೆ�(೮೮) ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿಡು�ರೆ Q44 ಗೆ ಸಿNಪ್ರಾ $ ಮಾ�ಡಿ ಇಂಲZದಿದBರೆ ಮ��ದ�ವರೆಸಿ

44. Thinking about the modes of communication from ____________ (MENTION SERVICE PROVIDER) which modes of communication do you remember receiving?

ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)—ನಿ�ದ ಸ�ಭಾ�ಷಣೆಯ ವಿಧಾ�ನದ ಬಂಗೆ� ಯೋ�ಚಿಸಿ, ನಿ�ವು ಸಿ��ಕರಿಸಿರು�ವ ಯಾ�ವ ವಿಧಾ�ನದ ಸ�ಭಾ�ಷಣೆ ನೆನಪ್ಪಿದ್ದೇ?

E –mailersಇ-ಮೆಂ2ಲ್ � ಗಳು 1

CONTINUE

Phone callsಪ್ರೊ2ನಾ � ಕರೆಗಳು 2

Physical mailers by postಪ್ರೊ2ಸಾ7 � ಮುಂ�ಲ್ಲಕ ದೇUಹಿಕ ಮೆಂ2ಲ್ಲರ್ � ಗಳು 3

SMSಎಂಸಾ � ಎಂ� ಎಂಸಾ � 4

Noneಯಾ�ವುದು� ಅಲ್�� 5

GO TO NEXT SECTIONDK/CSಗೆ�/ಹೋ2 6

40

45. What communication do you remember receiving from __________ (MENTION SERVICE PROVIDER)?ಯಾ�ವ ಸ�ಭಾ�ಷಣೆಯನ�3(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)—ನಿ�ದ ಸಿ��ಕರಿಸಿರು�ವುದ� ನೆನಪ್ಪಿದ್ದೇ?

Welcome Call

ಸ್��ಗತ ಕರೆ 1

First bill explanation call

ಮೊದ ಬಿಲ್ $ ವಿವರಿಸ�ವ ಕರೆ 2

Virus alerts

ವೆ:ರುಸ್ $ ನ ಎಂಚ£ರಿಕ್ಷೆಗಳು 3

Festival greetings

ಹಬಂ¦ದ ಶು�ಭಾ�ಷಯಗಳು 4

E-mailers on value added services

ವಾ�(ಲ�( ಅಡೆ�ಡಾ $ ಸ್ತೆ�ವೆಗಳಲ್ಲಿZ ಇಂ-ಮೇ�ಲರಾಂ $ ಗಳು 5

Mailers on new products/ services

ಹೆ�ಸ ಉತfನ3ಗಳು/ಸ್ತೆ�ವೆಗಳಲ್ಲಿZ ಮೇ�ಲರಾಂ $ ಗಳು 6

About newly added features

ಹೆ�ಸದಾ�ದ ಆಡೆ�ಡಾ $ ಪೂ(ಚರಾಂ $ ಗಳ ಬಂಗೆ� 7

Communications on new promotions/offers

ಹೆ�ಸ ಉತೆ��ಜನ/ಕ್ಷೆ�ಡು�ಗೆಗಳ ಸ�ಭಾ�ಷಣೆಗಳು 8

About downtime of server

ಸವKರಾಂ $ ನ ಡಾuನಾ $ ಸಮಯದ ಬಂಗೆ� 9

Reminders for renewals / bill payment

ಬಿಲ್ $ ಪ್ರಾ�ವತ್ತಿ/ನವಿ�ಕರುಣದ ಬಂಗೆ� ನೆನಪ್ಪಿಸ�ವುದ� 10

Communication via Social Media (Facebook , Twitter, Blogs) ಸ್�ಮಾ�ರ್ಜಿಕ ಮಾ�ಧ(ಮದ ಮ�ಲಕ ಸ�ಭಾ�ಷಣೆ(ಫೇ�ಸ್ $ ಬಂ�ಕ್ತಾ $, ಟಿ��ಟರಾಂ $, ಬಾ�Zಗ್ರಾ� $) 11

Others(specify)___ಇಂತರೆ(ನಮ�ದಿಸಿ)_________88

Others(specify)___ಇಂತರೆ(ನಮ�ದಿಸಿ)________99

41

[SHOW CARD A]

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

46. How would you rate your overall satisfaction with________ (MENTION SERVICE PROVIDER) communication?

ಸ�ಭಾ�ಷಣೆಯ (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡಾ�ರಾಂ $ ನಮ�ದಿಸಿ) ಜೊ�ತೆಗಿನ ನಿಮ� ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ

5 4 3 2 1 88 99



ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ?(Q46 ನಲ್ಲಿZ ಸ್�ಧಾ�ರುಣ(೧) ಅಥವಾ� ಕಳಪೈ(೨)ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಕ್ಷೆ�ಳಿ)?

_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

47.

[SHOW CARD A] I am now going to ask you to rate your experiences on some specific parameters related to the communication of ________ (MENTION SERVICE PROVIDER)ನಿಮುಂ? ಸಂ�ಭಾ�ಷ್ಟಣೆಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7 ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳಲ್ಲಿ� ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಕೊ2ಳುವೆ---(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

a.

Frequency of communication

ಸ�ಭಾ�ಷಣೆಯ ಅ�ತರು

5 4 3 2 1 88 99

b.

Content of the communication

ಸ�ಭಾ�ಷಣೆಯ ವಿಷಯಗಳ

5 4 3 2 1 88 99

c.

Relevance of the communication

ಸ�ಭಾ�ಷಣಗೆ ಸ್�ಮ(ತೆ ಯಾ�ಗಿರು�ವುದ�

5 4 3 2 1 88 99

d.

Ease of Understanding the communication

ಸ�ಭಾ�ಷಣೆಯನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳು�ವುದ ಸ�ಲಭ

5 4 3 2 1 88 99

e.

Mode of communication

ಸ�ಭಾ�ಷಣೆಯ ವಿಧಾ�ನ

5 4 3 2 1 88 99

EXPERIENCE ON SPECIFIC TOUCH POINTS ವಿಶಿಷ� ಸfಶುK ಪ್ರಾ�ಯ�ಟ್ $ ನ ಅನ�ಭವ

42

48. A. Thinking about last 3 months can you please tell me which of the below touch points have you interacted with for your complaints/problems/request or any other query? (MULTI-CODING POSSIBLE)ಕಳೆದ ೩ ತ್ತಿ�ಗಳಲ್ಲಿZ, ನಿಮ� ದ�ರು�ಗಳು/ಸಮಸ್ತೆ(ಗಳು/ ಬೈ�ಡಿಕ್ಷೆ ಅಥವಾ� ಯಾ�ವುದಾ�ದರು� ಬೈ�ರೆ ಪ7ಶೋ3ಗಳ ಜೊ�ತೆ ಒಡುನಾ�ಟದ ಜೊ�ತೆಗೆ ಕ್ಷೆಳಗಿನ ಯಾ�ವ ಸfಶುKದ ಪ್ರಾ�ಯಿಂ�ಟ್ $ ಎಂ�ದ� ದಯವಿಟ�� ತ್ತಿಳಿಸಿ?

Call Center ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ 1 GO TO SECTION 10

Online via Email

ಇಂ-ಮೇ�ಲ್ $ ಮ�ಲಕ ಆನಾ $ ಲೆ:ನಾ $3 GO TO SECTION 11

Walk –In centers /Retail outlets

ಕ್ಷೆ��ದ7ಕ್ಷೆN/ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $ ಗಳಿಗೆ ಹಾ�ಗೆ ಹೆ��ಗ�ವುದ�4 GO TO SECTION 12

Sales Executive

ಮಾ�ರಾಂ�ಟದ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $5 GO TO SECTION 13

Higher authority at the company (Nodal officer)

ಕ�ಪನಿಯ ಹೆಚಿ£ನ ಅಧಿ�ಕ�ತರು�(ನೆ��ಡುಲ್ $ ಆಫಿ�ಸರಾಂ $)6 GO TO SECTION 14

Have not contacted my service provider

ನನ3 ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನನ3ನ�3 ಸ�ಪಕಿKಸಿಲ್�Z7 GO TO SUGGESTIONS

48b. Can you help us identify the preferred touch point(S) for the following requirements:

ಕ್ಷೆಳಗಿನ ಅಗತ(ಗಳಿಗೆ ಆದ(ತೆಯ ಸ�ಪಕKದ ಪ್ರಾ�ಯಿಂ�ಟ್ $ ಗಳನ�3 ಗ�ರು�ತ್ತಿಸಲ� ಸಹಾ�ಯ ಮಾ�ಡು�ವಿರಾಂ�?

Queryಪ7ಶೋ3

Complaintದ�ರು�

Service RequestಸವಿKಸ್ $ ಬೈ�ಡಿಕ್ಷೆ

Product/ Service Infoಉತfನ3/ಸ್ತೆ�ವೆಯ ಮಾ�ಹಿತ್ತಿ

Others (Please Specify)ಇಂತರೆ(ದಯವಿಟ�� ನಮ�ದಿಸಿ)

Channel Partnerಚಾನೆಲ್ $ ಪ್ರಾ�ಟKರಾಂ $Call Centerಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $Field Engineerಕ್ಷೆ>�ತ7ದ ಇಂ�ರ್ಜಿನಿಯರಾಂ $Online Contactಆನಾ $ ಲೆ:ನಾ $ ಸ�ಪಕK

SECTION 10: CALL CENTER

ವಿಭಾ�ಗ 10: ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $

ASK Q49-55 ONLY IF CODED 1 (CALL CENTER) IN Q48 ELSE SKIP TO SECTION 10

Q4 ೮ನಲ್ಲಿZ ( ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ) ೧ ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಮಾ�ತ7 Q49-55 ಕ್ಷೆ�ಳಿ ಇಂಲZದಿದBರೆ ವಿಭಾ�ಗ 10 ಕ್ಷೆN ಹೆ��ಗಿ

43

[SHOW CARD G]

49. What was the reason for the call? Was it a.........(MULTIPLE CODING)

ಕರೆ ಮಾ�ಡುಲ� ಕ್ತಾ�ರುಣವನ�3 ತ್ತಿಳಿಸಿ? ಇಂದಕ್ತಾ�Nಗಿಯಾ�

a.

Complaint

ದ�ರು�1 CONTINUE

b.

Query

ಪ7ಶೋ32 SKIP TO Q52

c.

Request

ಬೈ�ಡಿಕ್ಷೆ3 SKIP TO Q52

d.

Understanding a new service offering from the provider

ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಿ�ಡಿದ ಹೆ�ಸ ಸ್ತೆ�ವೆಯನ�3ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳು�ವುದಾ $4 SKIP TO Q52

50. Could you please think and tell me how many complaints/problems you have reported to ____________ (MENTION SERVICE PROVIDER) in the last 3 months?ಕಳೆದ ೩ ತ್ತಿ�ಗಳಲ್ಲಿZ(ಸವKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) –ನಿ�ವು ಎಂಷ�� ದ�ರುಗಳು/ತೆ��ದರೆಯನ�3 ವರುದಿ ಮಾ�ಡಿರು�ವಿರಿ ದಯವಿಟ�� ಯೋ�ಚಿಸಿ ಮತ�� ಹೆ�ಳಿ

51. Could you please tell me what has been your most frequent complaint/ problem that you have encountered with _____________ (MENTION SERVICE PROVIDER) Internet connection?

44

Inconsistent Bandwidth ಸಿ ರುತೆಯಿಂಲZದ ಬಾ�(�ಡಾ $ ವಿಡು� 1Frequent downtimes/ Link down ಆಗ್ರಾ�ಗೆ� ಡಾuನಾ $ ಸಮಯಗಳು/ ಲ್ಲಿ�ಕ್ತಾ $ ಡಾuನಾ $ 2Inaccurate billings ನಿಖರುತೆಯಿಂಲZದ ಬಿಲ್ಲಿZ�ಗ್ರಾ $ ಗಳು 3High latency /Packet drop ಹೆಚ�£ ವಿಳ�ಬಂ/ ಪ್ರಾ�(ಕ್ಷೆಟ್ $ ಡಾ�7ಪ್ರಾ $ 4Others (Pls Specify)_ಇತ್ಯುರೆ(ದು.ನುಮುಂ�ದಿಸಿ)________________ 5Inconsistent Bandwidth ಸಿ ರುತೆಯಿಂಲZದ ಬಾ�(�ಡಾ $ ವಿಡು� 6Frequent downtimes/ Link down ಆಗ್ರಾ�ಗೆ� ಡಾuನಾ $ ಸಮಯಗಳು/ ಲ್ಲಿ�ಕ್ತಾ $ ಡಾuನಾ $ 8Payment not credited in the system 9Others (Pls Specify)________ಇತ್ಯುರೆ (ದು.ನುಮುಂ�ದಿಸಿ)________________ 19The problem/request was resolved by call centre

ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ನವರು� ತೆ��ದರೆ/ಸಮಸ್ತೆ( ಪರಿಹರಿಸಿರು�ವುದ�1 ASK Q53

The problem/request is in the process of being resolved

ತೆ��ದರೆ/ಮನವಿ ಪ7ಕಿ7ಯ್ಕೆ ಪರಿಹಾ�ರುವಾ�ಯಿಂತ� 3 GO TO SUGGESTIONS

Not sure on the status of the problem/request

ತೆ��ದರೆ/ಬೈ�ಡಿಕ್ಷೆಯ ಸಿ ತ್ತಿ ಬಂಗೆ� ಖಚಿತವಾ�ಗಿಲZ4 GO TO SUGGESTIONS

[SHOW CARD A]

53. How satisfied are you with the___________ (MENTION SERVICE PROVIDER) call centre on the way your problem /request was resolved?ನಿಮ� ದ�ರು�/ಬೈ�ಡಿಕ್ಷೆ ಪರಿಹರಿಸಲ� ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ (ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ನ ವಿಧಾ�ನಕ್ಷೆN ನಿ�ವು ಹೆ�ಗೆ ತ�ಪ್ಪಿ�ಕರುವಾ�ಗಿರು�ವಿರಿ

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

CS

Refu

sed

a.Satisfaction with the resolution

ಪರಿಹಾ�ರುದ ಜೊ�ತೆ ತ�ಪ್ಪಿ�ಕರುವಾ�ದದ�B5 4 3 2 1 88 99

b.Time taken for the resolution

ಪರಿಹಾ�ರುಕ್ಷೆN ತೆಗೆದ�ಕ್ಷೆ��ಡು ಸಮಯ5 4 3 2 1 88 99

53.1 [ASK IF CODED ‘FAIR’ (2) OR ‘POOR’ (1) IN Q53a] Why do you say so?

ಯಾ�ಕ್ಷೆ ಹಾ�ಗೆ ಹೆ�ಳುವಿರಿ?(Q53a ನಲ್ಲಿZ ಸ್�ಧಾ�ರುಣ(೧) ಅಥವಾ� ಕಳಪೈ(೨)ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಕ್ಷೆ�ಳಿ)?

______________________________________________________________________________________________________________________________________________________________________________________________________________[SHOW CARD A]

54. How would you rate your overall experience with ________ (MENTION SERVICE PROVIDER)’s Call Centre on how they handled your ________________ (READ OUT AS CODED IN Q48) when you called last?ಕಳೆದ ಬಾ�ರಿ ನಿ�ವು ಕರೆ ಮಾ�ಡಿದಾ�ಗ ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಜೊ�ತೆಗಿನ –(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ಒಟ್ಟಾ�ರೆ ಅನ�ಭವಕ್ಷೆN ಹೆ�ಗೆ ಅ�ಕವನ�3 ನಿ�ಡು�ವಿರಿ?

Exce

llent

V. G

ood

Goo

d

Fair

Poor

DK/

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5 4 3 2 1 88 99

[SHOW CARD A]

55. I am now going to ask you to rate your experiences on some specific parameters related to call centre of ________ (MENTION THE CONNECTION USED) on the same 5-point scale…ನಿಮುಂ? ಕಾ�ಲ್ � ಸ್ಕೇ�ಟ್ಟುರ್ � ಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7�ತೆ ಕೊಲ್ಲವು ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳಲ್ಲಿ� ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಕೊ2ಳುವೆ---(ಬಂಳಸಿದು ಸಂ�ಪಕ) ನುಮುಂ�ದಿಸಿ) ಅದೇ2 ೫ ಪಾ�ಯಿಂ�ಟ್ � ಸ್ಕೇ;2ಲ್ � ನುಲ್ಲಿ�

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Ease of getting through to the ____________(MENTION THE CONNECTION USED) call center executive

ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಎಂಕಿ�ಕ�(ಟಿವಾ $ ನನ�3 ಸ�ಪಕಿKಸ�ವುದ� ಸ�ಲಭ---(ಬಂಳಸಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ)

5 4 3 2 1 88 99

b.Courteousness of the call center executive

ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ನ ಸ್uಜನ(5 4 3 2 1 88 99

c.Helpfulness of the call center executive

ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಎಂಕಿ�ಕ�(ಟಿವಾ $ ನ ಸಹಾ�ಯಕತ�5 4 3 2 1 88 99

45

d.

____________(MENTION THE CONNECTION USED) call center representatives ability to understand your problem/request

ನಿಮ� ತೆ��ದರೆ/ಮನವಿಯನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳು�ವ ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಪ7ತ್ತಿನಿಧಿಯ ಸ್�ಮಥ(K( ಬಂಳಸಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ)

5 4 3 2 1 88 99

e.

Ease of understanding the instructions given ____________(MENTION THE CONNECTION USED) call center representatives

ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಪ7ತ್ತಿನಿಧಿ ನಿ�ಡಿದ(ಬಂಳಸಿದ ಸ�ಪಕK ನಮ�ದಿಸಿ) ಸ�ಚನೆಯನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳು�ವುದ� ಸ�ಲಭ

5 4 3 2 1 88 99

f.

Ability of ____________(MENTION THE CONNECTION USED) call center executive to provide helpful/satisfactory information

ಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ನಿ�ಡಿದ ಸಹಾ�ಯಕ್ತಾ�ರಿ/ತ�ಪ್ಪಿ�ಕರು ಮಾ�ಹಿತ್ತಿ ಯ ಸ್�ಮಥ(K(ಬಂಳಸಿದ ಸ�ಪಕ್ತಾ $K ನಮ�ದಿಸಿ)

5 4 3 2 1 88 99

SECTION 11: ONLINE REPORTING

ವಿಭಾ�ಗ ೧೧: ಆನಾ $ ಲೆ:ನಾ $ ವರುದಿ

ASK Q56-57 ONLY IF CODED 3 (ONLINE VIA EMAIL) IN Q48 ELSE SKIP TO NEXT SECTION

Q48 ನಲ್ಲಿZ ( ಇಂ ಮೇ�ಲ್ $ ಆನಾ $ ಲೆ:ನಾ $ ಮ�ಲಕ ) ೩ ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಮಾ�ತ7 Q56-57 ಕ್ಷೆ�ಳಿ , ಇಂಲZದಿದBರೆ ಮ��ದಿನ ವಿಭಾ�ಗಕ್ಷೆN ಸಿNಪ್ರಾ $ ಮಾ�ಡಿ .

[SHOW CARD A]

56. How would you rate your overall experience with online reporting of ________ (MENTION SERVICE PROVIDER).ಅನಾ � ಲೆUನಾ � ವರದಿ ಜೊ�ತೆಗಿನು ನಿಮುಂ? ಒಂಟಾ7ರೆ ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ---

(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

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[SHOW CARD A]

57. I am now going to ask you to rate your experiences on some specific parameters related to online reporting of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale… ಆನಾ � ಲೆUನಾ � ವರದಿ ಸಂ�ಬಂ�ಧವಾ�ಗಿ ಕೊಲ್ಲವು ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳ ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಈಗ ಕೊ2ಳುವೆ—(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

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a.Promptness in acknowledging you email

ನಿಮ� ಇಂ-ಮೇ�ಲ್ $ ಗೆ ವೆ�ಗವಾ�ಗಿ ಸಿ��ಕ�ತ್ತಿಯನ�3ಪಡೆದಿರು�ವಿರಾಂ�5 4 3 2 1 88 99

b.

Follow-up with ____________(MENTION SERVICE PROVIDER) once you sent them an e-mail

ಒಮೇ� ನಿ�ವು ಇಂ-ಮೇ�ಲ್ $ ಕಳುಹಿಸಿದ ನ�ತರು –(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ಅವರು� ಮತೆ� ಅನ�ಸರಿಕ್ಷೆ ಮಾ�ಡಿದಾ�Bರಾಂ�

5 4 3 2 1 88 99

c. Timeliness of providing the resolution ಸಕ್ತಾ�ಲಕ್ಷೆN ಪರಿಹಾ�ರು ನಿ�ಡು�ವುದ� 5 4 3 2 1 88 99

d.Satisfaction with the resolution provided

ಪರಿಹಾ�ರುಕ್ಷೆN ನಿ�ಡಿರು�ವುದಕ್ಷೆN ತ�ಪ್ಪಿ�ಯಾ�ಗಿರು�ವುದ�5 4 3 2 1 88 99

SECTION 12: WALK IN CENTRES/ RETAIL OUTLETS

ವಿಭಾ�ಗ ೧೨: ಕ್ಷೆ��ದ7/ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $ ಗಳಿಗೆ ಹಾ�ಗೆ ಹೆ��ಗ�ವುದ�

ASK Q58-60 ONLY IF CODED 4 (WALK IN CENTER/ RETAIL OUTLET) IN Q48 ELSE SKIP TO SECTION 13

Q48 ನಲ್ಲಿZ ( ಕ್ಷೆ��ದ7ಕ್ಷೆN / ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $ ಗೆ ನಡೆದ� ಹೆ��ಗ�ವುದ� ) ೪ ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಮಾ�ತ7 Q58-60 ಕ್ಷೆ�ಳಿ , ಇಂಲZದಿದBರೆ ವಿಭಾ�ಗ 13 ಕ್ಷೆN ಸಿNಪ್ರಾ $ ಮಾ�ಡಿ .

58. Kindly let us know, the reason for your visit to the Walk in centres/Retails outlets. POST CODE LATERದಯವಿಟ�� , ನಡೆದ� ಹೆ��ದ ಕ್ಷೆ��ದ7/ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಗೆ ಭೇ�ಟಿ ನಿ�ಡಿದ ಕ್ತಾ�ರುಣವನ�3 ತ್ತಿಳಿಸಿ?

Inconsistent Bandwidth ಸಿ ರುತೆಯಿಂಲZದ ಬಾ�(�ಡಾ $ ವಿಡು� 1

Frequent downtimes/ Link down ಆಗ್ರಾ�ಗೆ� ಡಾuನಾ $ ಸಮಯಗಳು/ ಲ್ಲಿ�ಕ್ತಾ $ ಡಾuನಾ $ 2

Inaccurate billings ನಿಖರುತೆಯಿಂಲZದ ಬಿಲ್ಲಿZ�ಗ್ರಾ $ ಗಳು 3

Inability to connect to the network 4

E-mail related ಇಂಮೇ�ಲ್ $ ಗೆ ಸ�ಬಂ�ಧಿಸಿದ�B 5

Difficulty in accessing the call center 6

Encountering problem while paying online 8

Payment not credited in the system ಸಿಸ�ಮಾ $ ನಲ್ಲಿZ ಪ್ರಾ�ವತ್ತಿ ಕ್ಷೆ7ಡಿಟ್ $ ಆಗಿಲ್�Z 9

[SHOW CARD A]

59. How would you rate your overall experience with the walk in centres/ retail outlets of ________ (MENTION SERVICE PROVIDER)?ಕೊ2�ದು/ಕೊ;/ರಿಟೈUಲ್ � ಜೌಟ್ � ಲೆಟ್ � ಗಳ್ಳಿಗೆ ನುಡೆದು� ಹೋ�2ದಾ�ಗ ನಿಮುಂ? ಒಂಟಾ7ರೆ ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ—(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

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[SHOW CARD A]

60. I am now going to ask you to rate your experiences on some specific parameters related to walk in centres/ retail outlets of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale…… ಕೊ2�ದು/ಕೊ;/ರಿಟೈUಲ್ � ಜೌಟ್ � ಲೆಟ್ � ಗಳ್ಳಿಗೆ ನುಡೆದು� ಹೋ�2ದು ಸಂ�ಬಂ�ಧಪಟ್ಟು7�ತೆ ಕೊಲ್ಲವು ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳ್ಳಿಗೆ ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಈಗ ಕೊ2ಳುವೆ.—

(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

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a.Promptness in attending to you

ನಿಮ�ನ�3 ಹಾ�ಜರಾಂ�ಗಲ� ತಾಂ�ತNಲ್ಲಿಕವಾ�ಗಿರು�ವುದ�5 4 3 2 1 88 99

b.

Courteousness of the executive attending to you at walk-in center /retail outlet

ನಡೆದ� ಬಂ�ದ ಕ್ಷೆ��ದ7/ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $ ನಲ್ಲಿZ ನಿಮ� ಹಾ�ಜರು� ಮಾ�ಡಿದ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ಸ್uಜನ(

5 4 3 2 1 88 99

c.Helpfulness shown by the executive at walk-in center /retail outlet

ನಡೆದ� ಬಂ�ದ ಕ್ಷೆ��ದ7/ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $ ನಲ್ಲಿZ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ತೆ��ರಿಸಿದ ಸಹಾ�ಯಕತ�5 4 3 2 1 88 99

d.

Ability of the executive at walk-in center /retail outlet to understand your query/request/problem

ನಿಮ� ಪ7ಶೋ3/ಮನವಿ/ಸಮಸ್ತೆ(ಯನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳು�ವ ನಡೆದ� ಬಂ�ದ ಕ್ಷೆ��ದ7/ರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $ ನ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ನ ಸ್�ಮಥ(K

5 4 3 2 1 88 99

e.

Ability of the executive to correctly update you on the status of your query/request/problem.

ನಿಮ� ಪ7ಶೋ3/ಮನವಿ/ತೆ��ದರೆಯ ಸಿ ತ್ತಿಯನ�3 ಸರಿಯಾ�ಗಿ ಅಪ್ರಾ $ ಡೆ�ಟ್ $ ಮಾ�ಡು�ವ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ನ ಸ್�ಮಥ(K

5 4 3 2 1 88 99

f.Satisfaction with the resolution provided to your query/request/problem

ನಿಮ� ಪ7ಶೋ3/ಮನವಿ/ತೆ��ದರೆಗೆ ಪರಿಹಾ�ರು ನಿ�ಡಿದBಕ್ಷೆN ತ�ಪ್ಪಿ�ಯಾ�ಗಿರು�ವುದ�

5 4 3 2 1 88 99

SECTION 13: SALES EXECUTIVE

ವಿಭಾ�ಗ ೧೩: ಮಾ�ರಾಂ�ಟದ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $

ASK Q61-62 ONLY IF CODED 5 (SALES EXECUTIVE) IN Q48 ELSE SKIP TO SECTION 14

[SHOW CARD A]

61. How would you rate your overall experience with the sales executive of ________ (MENTION SERVICE PROVIDER)?ಮಾ�ರ್�ಟ್ಟು ಎಂಕ್ರಿ{ಕ�Cಟೀ2ವಾ � ನು ಒಂಟಾ7ರೆ ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)---?

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[SHOW CARD A]

62. I am now going to ask you to rate your experiences on some specific parameters related to sales executive of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale…ಮಾ�ರ್�ಟ್ಟು ಎಂಕ{ಕ�Cಟೀ2ವಾ � ಗೆ ಸಂ�ಬಂ�ಧಪಟಾ7 ಕೊಲ್ಲವು ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳ ಒಂಟಾ7ರೆ ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ —(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)?

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a.Ease of getting in touch with the sales executive

ಮಾ�ರಾಂ�ಟ ಎಂಕ�ಕ�(ಟಿ�ವಾ $ ರುವರುನ�3 ಸ�ಲಭವಾ�ಗಿ ಸ�ಪಕಿKಸ�ವುದ�5 4 3 2 1 88 99

b.Ability of the sales executive to understand your query/problem

ನಿಮ� ದ�ರು�/ಸಮಸ್ತೆ(ಯನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳ�ಲ� ಮಾ�ರಾಂ�ಟ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ನ ಸ್�ಮಥ(K5 4 3 2 1 88 99

c.

Effectiveness of the information provided by sales executive to resolve the problem

ನಿಮ� ಸಮಸ್ತೆ(ಯನ�3 ಪರಿಹರಿಸಲ� ಮಾ�ರಾಂ�ಟ ಎಂಕಿ�ಕ�(ಟಿ�ವಾ $ ನಿ�ಡಿದ ಮಾ�ಹಿತ್ತಿಯ� ಸಮಥKತೆ

5 4 3 2 1 88 99

SECTION 14: NODAL OFFICER

ವಿಭಾ�ಗ ೧೪: ನೆ��ಡುಲ್ $ ಆಫಿ�ಸರಾಂ $

ASK Q63-65 ONLY IF CODED 6 (NODAL) IN Q48 ELSE SKIP TO SUGGESTIONS

Q48 ನಲ್ಲಿZ ( ನೆ��ಡುಲ್ $ ) ನಲ್ಲಿZ ೬ ಎಂ�ದ� ಕ್ಷೆ��ಡಾ $ ಮಾ�ಡಿದBರೆ ಮಾ�ತ7 Q63-Q65 ಕ್ಷೆ�ಳಿ , ಇಂಲZದಿದBರೆ ಸಲಹಗಳನ�3 ಸಿNಪ್ರಾ $ ಮಾ�ಡಿ .

[SHOW CARD A]

63. How would you rate your overall experience with the nodal officer of ________ (MENTION SERVICE PROVIDER)?ನ್ನೊಂ�2ಡಲ್ � ಆಪ್ತಿ2ಸಂರ್ � ನು ಜೊ�ತೆಗಿನು ಒಂಟಾ7ರೆ ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ—(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ)

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[SHOW CARD A]

64. I am now going to ask you to rate your experiences on some specific parameters related to nodal officer of ________ (MENTION SERVICE PROVIDER) on the same 5-point scale…ನ್ನೊಂ�2ಡಲ್ � ಆಪ್ತಿ2ಸಂರ್ � ಗೆ ಸಂ�ಬಂ�ಧಪಟ್ಟು7�ತೆ ಕೊಲ್ಲವು ವಿಶಿಷ್ಟ7 ಲ್ಲಕ್ಷಣಗಳಲ್ಲಿ� ನಿಮುಂ? ಅನು�ಭವಕೊ; ಹೋ2ಗೆ ಅ�ಕವನು�� ನಿ2ಡ�ವಿರಿ ಎಂ�ದು� ಕೊ2ಳುವೆ…—(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ) ----

ಅದೇ2 ೫ ಪಾ�ಯಿಂ�ಟ್ � ಸ್ಕೇ;2ಲ್ � ನುಲ್ಲಿ�

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a.

Ability of the nodal officer to understand your problem ಸಮಸ್ತೆ(ಯನ�3 ಅಥKಮಾ�ಡಿಕ್ಷೆ�ಳ�ಲ� ನೆ��ಡುಲ್ $ ಆಪ್ಪಿ�ಸರಾಂ $ ನ ಸ್�ಮಥ(K 5 4 3 2 1 88 99

49

b.Promptness of the nodal officer in acknowledging your problem

ನಿಮ� ಸಮಸ್ತೆ(ಗೆ ನೆ��ಡುಲ್ $ ಆಫಿ�ಸರಾಂ $ ಸಿ��ಕ�ತ್ತಿಯನ�3 ವಿವರಿಸಿರು�ವುದ�5 4 3 2 1 88 99

c.Ability of the nodal officer to resolve your problem

ನಿಮ� ಸಮಸ್ತೆ(ಯನ�3ಪರಿಹರಿಸಲ� ನೆ��ಡುಲ್ $ ಅಫಿ�ಸರಾಂ $ ಗೆ ಸ್�ಮಥ(K5 4 3 2 1 88 99

[SHOW CARD F] Yes No DK/ CS Ref

65.

Could you please tell me if somebody from (MENTION SERVICE PROVIDER) seeked your confirmation for the problem /request/query closure?

ದುಯಂವಿಟ್ಟು�7 ಹೋ2ಳ್ಳಿ —(ಸಂವಿ)ಸಾ � ಪ್ರೊ/ವೆUಡರ್ � ನುಮುಂ�ದಿಸಿ) ---ನಿ�ದು ಯಾ�ರ್�ದುರೆ�ಬಂ�ರ� ನಿಮುಂ? ಸಂಮುಂಸ್ಕೇC/ಮುಂನುವಿ/ಪ/ಶ್ನೆ�ಯಂ ಮುಂ�ಕಾ�Dಯಂಕೊ; ಖಚಿತ್ಯುತೆಯಂನು�� ಪಡೆದಿರ�ವಿರ್�?

5 1 88 99

SUGGESTIONS ಸಲಹೆಗಳು

66. Could you please suggest three ways in which ____________ (MENTION SERVICE PROVIDER) could improve its products and services?ಅವರು ಉತfನ3ಗಳು ಮತ� ಸ್ತೆ�ವಗಳನ3 ಉತ�ಮಗೆ�ಳಿಸಲ�---(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ) ಯಾ�ವ ಮ�ರು� ಮಾ�ಗKಗಳನ�3 ಸಲಹೆ ಮಾ�ಡು�ವಿರಿ ಎಂ�ದ� ದಯವಿಟ�� ತ್ತಿಳಿಸಿ?

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CLASSIFICATION ವಗಿ�Kಕರುಣ

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67. Could you please look at this card and tell us the industry which your business operates in?ದಯವಿಟ�� ಈಕ್ತಾ�ಡಾ $K ನೆ��ಡಿ ಹೆ�ಳಿ ಮತ�� ನಿ�ವು ನಿವKಹಿಸ�ತ್ತಿ�ರು�ವ ಉದ(ಮವನ�3 ತ್ತಿಳಸಿ?

Any Manufacturing Sectorಯಾ�ವುದಾ�ದರು� ಉತಾಂ�fದನಾ� ವಿಭಾ�ಗ

1

Healthcare (Clinics/Pathological labs/Nursing Homes/Hospitals)

ಹೆಲ್� $ ಕ್ಷೆ�ರಾಂ $ (ಕಿZನಿಕ್ತಾ� $/ಪ್ರಾ�ಥಾ�ಲೆ��ರ್ಜಿಕ ಲ್�(ಬಾ� $/ನಸಿK�ಗ್ರಾ $ ಹೆ�� ಗಳು/ಆಸfತೆ7ಗಳು)

12

Any other Service Sectorಯಾ�ವುದಾ�ದರು� ಇಂತರೆ ಸವಿKಸ್ $ ವಿಭಾ�ಗ

2 Hospitality (Hotels/Restaurants)ಆರೆ:ಕ್ಷೆ(ಹೆ��ಟ್ಟೆಲ್ $/ರೆಸ್ತೆ��ರೆ�ಟ್ $ ಗಳು)

13

Service Centers/Automobile dealersಸವಿKಸ್ $ ಕ್ಷೆ��ದ7ಗಳು/ಆಟ್ಟೆ��ಮೊಬೈ:ಲ್ $ ವಿತರುಕರು�

3 Import/ Export House/Businessಮನೆ/ವಾ�(ಪ್ರಾ�ರುದ ಆಮದ�/ರುಪ್ಪು�

14

CA/Legal firm/Architectsಸಿಎಂ/ಕ್ತಾ�ನ�ನ� ಸ�ಸ್ತೆ /ವಾ�ಸ��ಶಿಲ್ಲಿfಗಳು

4 IT/Software development/Web Designingಐಟಿ/ಸ್�ಪ�ವೆ�ರಾಂ $ ಡೆವಲಪ್ರಾ $ ಮೇ�ಟ್ $/ವೆಬಾ $ ಡಿಸ್ತೆ:ನಿ�ಗ್ರಾ $

15

Call Center/ BPO's/KPO'sಕ್ತಾ�ಲ್ $ ಸ್ತೆ�ಟರಾಂ $/ಬಿಫಿಓ /ಕ್ಷೆಫಿಓ ಗಳು

5 Logistics/Shipping/Courierಲ್�ರ್ಜಿಸಿ�ಕ್ತಾ� $/ಶಿಪ್ಪಿf�ಗ್ರಾ $/ಕ್ಷೆ��ರಿಯರಾಂ $

16

Construction /Real Estateನಿಮಾ�Kಣ/ರಿಯಲ್ $ ಎಂಸ್ತೆ��ಟ್ $

6Retail Outlet /Showroom -Electronics/Computer/Mobileರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $/ಶೋ�� ರು��-

ಎಂಲೆಕ್ತಾ�� 7ನಿಕ್ತಾ� $/ಕ�ಫ್ಯೂ(ಟರಾಂ $/ಮೊಬೈ:ಲ್ $17

Consulting / Research/ Media/ Event Mgmt/Marketing Communications

ಸಲಹೆಗಳು/ಸ�ಶೋ��ಧನೆ/ಮೀ�ಡಿಯಾ�/ ಕ್ತಾ�ಯKಕ7ಮದ ಮಾ�(ನೆ�ಜ್ y ಮೇ�ಟ್ $/ಮಾ�ಕ್ಷೆKಟಿ�ಗ್ರಾ $ ಸ�ಭಾ�ಷಣೆಗಳು

7 Retail Outlet/Showrooms - FMCG/Pharma/Apparelsರಿಟ್ಟೆ:ಲ್ $ ಜೌಟ್ $ ಲೆಟ್ $/ಶೋ�� ರು��ಗಳು-ಎಂಫ್ $ ಎಂ� ಸಿ

ರ್ಜಿ/ಫ್�ಮK/ಅಪರೆಲ್� $

18

Advertising /Printing Suppliesಜಾಹಿ�ರಾಂ�ತ�/ಪ್ಪಿ7�ಟಿ�ಗ್ರಾ $ ಸರುಬಂರಾಂ�ಜ�ದಾ�ರುರು�

8 Tours/Travel Agenciesಟ�ರಾಂ $ ಗಳು/ಟ್ಟಾ7ವೆಲ್ $ ಏಜೊನಿ�ಗಳು

19

Cyber Cafesಸ್ತೆ:ಬಂರಾಂ $ ಕ್ಷೆಫೇಗಳು

9 Distributor /Wholesalerವಿತರುಕರು�/ಸಗಟ� ಮಾ�ರಾಂ�ಟಗ್ರಾ�ರುರು�

20

Education Inst/Coaching Classes/Collegeವಿಧಾ�(ಭಾ�(ಸ ಸ�ಸ್ತೆ /ಕ್ಷೆ��ಚಿ�ಗ್ರಾ $ ತರುಗತ್ತಿಗಳು/ಕ್ತಾ�ಲೆ�ಜ�

10

System Integrator/Value added reseller of products & services ವ(ವಸ್ತೆ ಯ ಇಂ�ಟಿಗೆ7�ಟರಾಂ $/ ಉತfನ3ಗಳು ಮತ�� ಸ್ತೆ�ವೆಗಳ ವಾ�(ಲ�( ಆಡೆ�ಡಾ $ ಮರು�ಮಾ�ರಾಂ�ಟಗ್ರಾ�ರುರು�

21

Finance/ Banking/ Insurance/ Share Broker ಹಣಕ್ತಾ�ಸ�/ಬಾ�(�ಕಿ�ಗ್ರಾ $/ವಿಮೇ/ಶೋ�ರಾಂ $ ಬೈ�7�ಕರಾಂ $ 11 Others (Please Specify) ಇಂತರೆ(ದಯವಿಟ��ನಮ�ದಿಸಿ) 22

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68. And could you also tell us the annual turnover of your business?

ನಿಮ� ವ(ವಹಾ�ರುದ ವಾ�ರ್ಷಿKಕ ವಹಿವಾ�ಟನ�3 ತ್ತಿಳಿಸ�ವಿರಾಂ�?

Less than Rs. 25 Lacs

೨೫ ಲಕ್ಷಕ�N ಕಡಿಮೇ1

Rs. 25 Lacs – 50 Lacs

ರು�.೨೫ ಲಕ್ಷ-೫೦ ಲಕ್ಷಗಳು2

Rs. 51 Lacs – 75 Lacs

ರು�.೫೧ ಲಕ್ಷಗಳು-೭೫ ಲಕ್ಷಗಳು3

Rs. 76 Lacs – 1 Crore

ರು�.೭೫ ಲಕ್ಷಗಳು-೧ ಕ್ಷೆ��ಟಿ4

Rs. 1.1 Crores – 2 Crores

ರು�.೧.೧ ಕ್ಷೆ��ಟಿ-೨ ಕ್ಷೆ��ಟಿಗಳು5

Rs 2.1 Crores – 5 Crores

ರು�.೨.೧ ಕ್ಷೆ��ಟಿಗಳು-೫ ಕ್ಷೆ��ಟಿಗಳು6

More than 5 Crores

೫ ಕ್ಷೆ��ಟಿಗ� ಮೇ�ಲfಟ��9

Do not want to disclose ಬಂಹಿರು�ಗಪಡಿಸಲ� ಇಂಷ�ವಿಲ್�Z

9

69. Could you also tell us the number of employees currently working in your company?

ನಿಮ� ಕ�ಪನಿಯಲ್ಲಿZ ಇಂತ್ತಿ��ಚಿಗೆ ಕ್ಷೆಲಸ ಮಾ�ಡು�ವ ಸಿಬಂ¦�ದಿಗಳ ಸ�ಖ್ಯೆ(ಯನ�3 ತ್ತಿಳಿಸಿ?

9 – 49 ೯-೪೯ 1

50 – 99 ೫೦-೯೯ 2

100 – 249 ೧೦೦-೨೪೯ 3

250 – 500 ೨೫೦-೫೦೦ 4

Do not want to disclose

ಬಂಹಿರು�ಗಪಡಿಸಲ� ಇಂಷ�ವಿಲ್�Z9

70. Could you please tell us the number of branches your company has?

ದಯವಿಟ�� ನಿಮ� ಕ�ಪನಿಯ ಶ್ವಾ�ಖ್ಯೆಗಳ ಸ�ಖ್ಯೆ(ಯನ�3 ತ್ತಿಳಿಸ�ವಿರಾಂ�?

1 ೧ 1

2 ೨ 2

3-4 ೩-೪ 3

5 and above ೫ ಮತ�� ಮೇ�ಲfಟ�� 4

Do not want to disclose ಬಂಹಿರು�ಗಪಡಿಸಲ� ಇಂಷ�ವಿಲ್�Z

9

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71. Would you please give IMRB permission to reveal your name and contact details to ______ (MENTION SERVICE PROVIDER)?ದಯವಿಟ�� ನಿಮ� ಹೆಸರು� ಮತ� ಸ�ಪಕKದ ವಿವರುಗಳನ�3 ಬಂಹಿರು�ಗಪಡಿಸಲ� ಐಎಂ�ಆರಾಂ $ ಬಿ ಗೆ ಅನ�ಮತ್ತಿಯನ3 ನಿ�ಡು�ವಿರಾಂ�---(ಸವಿKಸ್ $ ಪ್ರೊ7ವೆ:ಡುರಾಂ $ ನಮ�ದಿಸಿ)

Yes ಹಾuದ� 5

No ಇಂಲ್�Z 1

Thank you for your time ನಿಮುಂ? ಸಂಮುಂಯಂಕೊ; ಧನುCವಾ�ದುಗಳು

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Advait bhobe prn 12020841116

Business

research of broadband

project work

project mentor

project facilitation

project title

project supervisor

product research

packaging research