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Questionnaire Customer Loyalty

The document appears to be a customer loyalty questionnaire for China Mobile that contains 18 multiple choice questions. The questions ask about the customer's gender, length as a customer, factors of importance in choosing a provider like price and service quality, satisfaction with China Mobile's advertisements, pricing, call quality, customer service, and whether they would recommend China Mobile to others.

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Deepak Goyal
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96 views5 pages

Questionnaire Customer Loyalty

The document appears to be a customer loyalty questionnaire for China Mobile that contains 18 multiple choice questions. The questions ask about the customer's gender, length as a customer, factors of importance in choosing a provider like price and service quality, satisfaction with China Mobile's advertisements, pricing, call quality, customer service, and whether they would recommend China Mobile to others.

Uploaded by

Deepak Goyal
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Questionnaire on customer loyalty 1.What is your gender?

*
A.Male B.Female

2.How long have you been customer of China Mobile?*


A.Less than 1 year B.1-2 years C.2-3 years D.3-4 years E.4-5 years F.More than 5 years

3.Advertisements about corporate image. (e.g. Brand image)*


A.Very important B.Important C.Does not matter D.Not important

4.The convenience and reliability of advisory phone fee system.*


A.Very important B.Important C.Does not matter D.Not important

5.Rating price of given quality*

A.Very important B.Important C.Does not matter D.Not important

6.Quality of phone call (e.g. call clarity, connection and signal quality)*
A.Very important B.Important C.Does not matter D.Not important

7.Quality of SMS (e.g. SMS sending speed, character number limitation of text)*
A.Very important B.Important C.Does not matter D.Not important

8.Network quality (e.g. Mobile internet, value-added, network coverage)*


A.Very important B.Important C.Does not matter D.Not important

9.The service quality of service center and hotline*


A.Very important

B.Important C.Does not matter D.Not important

10.Be afraid of troubles after changing your cell phone number*


A.Very important B.Important C.Does not matter D.Not important

11.Have you seen of China Mobiles advertisements (e.g. newspapers , magazines, television, posters or leaflets)*
A.Yes B.No

12.Do you satisfy with China Mobiles advertisements?*


A.Satisfy very much B.Satisfy C.In between D.Unsatisfied E.Unsatisfied very much

13.Do you satisfy with China Mobiles inquiring phone fee system?*
A.Satisfy very much B.Satisfy C.In between

D.Unsatisfied E.Unsatisfied very much

14.Do you satisfy with China Mobiles rating price of given quality?*
A.Satisfy very much B.Satisfy C.In between D.Unsatisfied E.Unsatisfied very much

15.Do you satisfy with China Mobiles quality of phone call and the coverage of area?*
A.Satisfy very much B.Satisfy C.In between D.Unsatisfied E.Unsatisfied very much

16.Do you satisfy with the quality of SMS? (text messages, SMS spending speed and so on)*
A.Satisfy very much B.Satisfy C.In between D.Unsatisfied E.Unsatisfied very much

17.Do you satisfy with China Mobiles service of hotline and service center? (Customers service hotline 10086)*

A.Satisfy very much B.Satisfy C.In between D.Unsatisfied E.Unsatisfied very much

18.Will you introduce your friends or family the service and product of China Mobile you are using?*
A.Yes B.No

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