QUESTIONNAIRE

Dear Respondent,

I am a student of D.C.R.U.S.T. And doing MBA.I has undertaken a project for which I
intend to pose a questionnaire aimed at Study of Customer satisfaction toward the BSNL
landline. Your cooperation is deeply solicited to provide the relevant information. I assure
that information will be kept confidential.

Name: ___________________ Age:_______________________

Address: ____________________________________________
_____________________________________________________

Gender

Male

Female

Q.1. Do you have a Phone?

Landline Mobile

Q.2. Which connection do you have?

BSNL Airtel Tata Indicom Vodaphone

Reliance Other_________________

Q.3 What is your purpose to purchase this connection?

For official use For fun

This is a status symbol

Q.4. Are you satisfied with your landline?

Yes No

Q.5. What type of problem you are facing with your landline phone?

Disturbance in lines during calls

Problem in the instrument

Problem of cross connectivity

Errors in bills send to the customer

 Complaints are attended very late

Q.6. Are you aware about the different scheme provided by BSNL and Private landline provider?

Yes NO

Q.7. If you have a chance to purchase a new connection of landline phone which will you prefer?

BSNL Tata Indicom

Reliance Airtel(Bharti)

Q.8. According to you which is better option.

BSNL Tata Indicom

Reliance Airtel(Bharti)

Q.9. Would you like to tell me your Expectation towards the attributes of land line?

Portable Economic

Good connectivity Call rate

Caller ID

Q.10. Do you think that private landline co. can offer you better services as compared to BSNL?

Yes No

Q.11. If yes/no please mention the reason?

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Q.12. Are you aware of the amount charged by the private landline provider?

Yes No

Q.13. Does your pocket allow affording the private landline connection?

Yes No

Q.14. How do you consider the future of landline in India?

Good Excellent

Bad Worst
OBJECTIVE
• To ascertain customer preferences of landline services.
• To analyze customer satisfaction level for landline services.
• To analyze the customer opinion and satisfaction with specific reference to
BSNL.
• To suggest some guidelines to BSNL in order to provide better focused
service.