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SOP & Questionnaire

This document outlines a study to understand customer satisfaction with PLDT internet services in the Philippines. It identifies 4 key areas of inquiry: [1] respondent demographics and internet plan, [2] level of satisfaction regarding internet speed and quality, customer support, and technical support, [3] effects of internet connection on entertainment, education, business and work, [4] it then provides a survey for respondents to rate their satisfaction across these areas on a 5-point scale. The questions aim to better understand customer satisfaction to help identify problems and potential solutions regarding PLDT's internet services.

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Harrah Edaine
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988 views5 pages

SOP & Questionnaire

This document outlines a study to understand customer satisfaction with PLDT internet services in the Philippines. It identifies 4 key areas of inquiry: [1] respondent demographics and internet plan, [2] level of satisfaction regarding internet speed and quality, customer support, and technical support, [3] effects of internet connection on entertainment, education, business and work, [4] it then provides a survey for respondents to rate their satisfaction across these areas on a 5-point scale. The questions aim to better understand customer satisfaction to help identify problems and potential solutions regarding PLDT's internet services.

Uploaded by

Harrah Edaine
Copyright
© © All Rights Reserved
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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Statement of the Problem

1. What is the respondent’s profile?

In terms of:

· Age

· Gender

· Occupation

· Address

2. What is the level of customer satisfaction of PLDT internet services?

In terms of:

· Quality and Consistency of Internet Speed

· Consistency of Customer Support

· Technical Support

· Plan

· Cost

3. What are the effects of the Internet connection of PLDT to the customers?

In terms of:

· Entertainment

· Educational

· Business

· Work
CUSTOMERS SATISFACTION ON PLDT’S INTERNET CONNECTION

Instructions: In order to identify and explain the problem being defined in this study, it
is necessary to know the questions as guidelines to locate the problem in Customers
Satisfaction on PLDT's Internet Connection. This can be utilized in finding solutions on
the problem. The questions are given below: Put (/) inside the box of your chosen
answer.

Respondents Profile
Age: __________ Gender:__________
Occupation: Address:__________

Student
Employe
e
Entrepre
neur
Quality
1. How satisfied are you with the consistency of the internet speed of PLDT?

Very Unsatisfied Neutral Satisfied Very


unsatisfied Satisfied

1 2 3 4 5

2. How would you rate the level of satisfaction with PLDT's Internet Service on the
download factor?
Very Unsatisfied Neutral Satisfied Very
unsatisfied Satisfied

1 2 3 4 5

Services

3. How satisfied are you in terms of response with customer support?

Very Unsatisfied Neutral Satisfied Very


unsatisfied Satisfied

1 2 3 4 5

4. How satisfied are you with the maintenance of PLDT with the support from
technicians?

Very Unsatisfied Neutral Satisfied Very


unsatisfied Satisfied

1 2 3 4 5

5. How satisfied are you with PLDT in terms of 24hrs technical support?

Very Unsatisfied Neutral Satisfied Very


unsatisfied Satisfied
1 2 3 4 5

Plan

6. Are you satisfied with the added benefits of the plan that you availed?

Very Unsatisfied Neutral Satisfied Very


unsatisfied Satisfied

1 2 3 4 5

7. What type of PLDT Internet plan do you have at home?

DSL FIBR Home Prepaid Wifi

1 2 3

Cost

8. Are you satisfied with the cost of your current subscription plan to PLDT?

Very Unsatisfied Neutral Satisfied Very


unsatisfied Satisfied

1 2 3 4 5

9. How worth it is the amount you pay compared to the quality and service you receive
from PLDT?

Very Unsatisfied Neutral Satisfied Very


unsatisfied Satisfied
1 2 3 4 5

Entertainment

10. Does the internet connection flow when you are entertaining yourself? Why?

Educational

11. Does the internet connection affect the student’s academic performance? Why?

Business

12. Are you satisfied with the quality of the PLDT’s internet to your business growth?
Why?

Work

13. Are you satisfied with the quality of the PLDT’s internet to your work development?
Why?

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