QUESTIONNAIRE

Name: _____________________ Occupation: _______________ Qualification___________________

1. Do you use Internet/Broadband service?

Address: _____________________ Monthly Income: ________________

Yes

No (Non - Internet users can proceed to question 27)

2. How many people in your house/ Office use Internet/ Broadband service?

_____________________
3. What type of work you normally use internet/broadband for?

Educational Gaming

Official Emailing

Surfing

4. Which broadband service do you use?

PTCL Wi- tribe Wateen Others (Non - PTCL users can proceed to question 23)
5. What PTCL Service do you use?

Qubee

Landline (PSTN) V-fone Radio TV

Broadband DSL Smart TV Internet

EVO Wireless Internet

6. How you came to know about PTCL broadband?

Newspaper PTCL Kiosks

7. Which package do you use?

Bandwidth ( Data Rate) _________

Price____________

8. What is the average speed you get of downstream data for PTCL broadband?

_________________________
9. How do you rank PTCL service?

Excellent Below Average

Satisfactory Poor

Average

10. What is your average monthly budget allocation for Internet access?

____________________________
11. Describe the most common usage/pricing plan for broadband.

____________________________

12. Do you have any preference to any scheme for pricing and why?

____________________________

13. How often do you face problems with those appliances/services?

Always Rarely Always Rarely

Usually Never Usually Never

Sometimes

14. Do your complain(s) get resolved in the given amount of time?

Sometimes

15. Do you prefer filing your complain(s) in person (by visiting the Customer complaints office)

or on the phone? ________________________________

16. Are the customer service respondents quick to figure out the problem?

Always Rarely Always Rarely Yes No

Usually Never Usually Never

Sometimes

17. Is the technical staff capable to resolve your problem on arrival?

Sometimes

18. Does your phone line have any distortion?

19. From a scale of 1-5 (1=Very good, 5=Very bad) how do you rate the following individual

aspects of the customer service representatives of PTCL. Cooperativeness Courteousness Knowledge Understanding
20. From a scale of 1-5 (1=Very good, 5=Very bad) how do you rate the overall Customer

Service of PTCL. -------------21. What you suggest PTCL for implementation in order to get excellent service?

_______________________________
22. Who is your internet service provider

_______________________________

23. Are you satisfied with service & packages of your internet service provider?

Yes

No

24. Do you know that PTCL is also providing Broadband Services?

Yes

No

25. If PTCL ensure you better services are you ready to switch to PTCL?

Yes

No

27. Why dont you use Internet/Broadband facilities?

________________________________________________________________
28. What are the qualities you expect from Internet/Broadband service provider?

________________________________________________________________
29. What is the reason of leaving the PTCL Broadband service (In case of EX- PTCL user)?

_______________________________

Thank You for giving us your precious time in helping us out to improve our services