Q.1
Gender
Male
Female
Q.2
Please select your age group
12 – 18
19 – 30
31 - 40
41 – 50
51 – 64
65+
Q.3
Location
City
Town
Rural
Q.4
Which of the following Mobile Phone Providers do you currently use?
o2
Vodafone
Three
Meteor
Other
Q.5
Define your current package
Bill Pay
Pay As You Go
Don't know
Q.6
What is the duration of your contract?
12 months
18 months
24 months
Don't Know
Q.7
How long are you with your current Provider?
6 months or less
6 – 12 months
12 – 18 months
18 months to 24 months
Longer
Q.8
Overall, how satisfied would you say you are with the Availability of Connection?
Extremely Satisfied
Quite Satisfied
Moderately Satisfied
Slightly Satisfied
Not Satisfied At All
Q.9
Overall, how satisfied would you say you are with the Reliability of Connection?
Extremely Satisfied
Quite Satisfied
Moderately Satisfied
Slightly Satisfied
Not Satisfied At All
Q.10
Overall, how satisfied would you say you are with Average Upload Speed?
Extremely Satisfied
Quite Satisfied
Moderately Satisfied
Slightly Satisfied
Not Satisfied At All
Q.11
Overall, how satisfied would you say you are with Average Download Speed?
Extremely Satisfied
Quite Satisfied
Moderately Satisfied
Slightly Satisfied
Not Satisfied At All
Q.12
Overall, how satisfied would you say you are with Performance Relative to Cost?
Extremely Satisfied
Quite Satisfied
Moderately Satisfied
Slightly Satisfied
Not Satisfied at All
Q.13
Have you contacted your Provider with an issue recently?
Within the last three months
Within the last six months
Within the last 12 months
Longer ago
Not at all
Q.14
Thinking now of the most recent issues you had to contact your Provider about, which of the following categories did the issue fall into? Was it to do with
A billing, pricing or payment issue
A fault with the service you are buying from them, for example total or partial failure of service
The service not performing as well as expected, for example issues with coverage, speed, picture quality
Problems with the repair service, for example it didn’t happen or didn’t solve the problem
A problem relating to the installation or set up of your service
Or something else, a general issue
Q.15
And more specifically, which of the following best describes what the issue with your Provider was concerning?
Billing
Bill was inaccurate
Bill contained items that you should not have been charged for
Pre-pay credit lost or not credited to card
Need help to understand the bill
Bill was a lot higher than expected
The format of the bill
Payment Issues (including setting up/making a payment, non-direct debit charges)
Account details (name, address, tariff, package etc)
Getting a refund, credit note, or cashback
Closing/switching your account
A different issue
Q.16
Faults and Repairs
Poor reception/coverage
Text or voice mails delivered late
Problems with calls being disconnected during a call or not connected at all
Availability of coverage
Reliability of service
Time taken to repair a fault
A different issue
Q.17
General enquiries
Contract, enquiring or complaining about the terms of your contract
Mis-selling
Cooling-off periods
Keeping your mobile number when changing supplier
Unsolicited contacts (e.g. sales and marketing calls, emails/spam, scams)
General issue with customer service
Buying your service
Changes to your package or service (upgrading or downgrading your service)
Technical enquiry about the service
Enquiring about usage levels (hours/amount downloaded) and quotas/caps on usage
Switching issues (e.g. problems trying to switch or switched without permission)
A different issue
Q.18
In contacting your Provider/Retailer about your most recent issue, in your opinion, was the reason for this contact with your Provider/Retailer a complaint or something else?
Customer Service
Complaint
Something else
Q.19
In contacting your Provider/Retailer about your most recent issue, how did you contact them?
Only on the phone
Mainly on the phone
Only via email
Personally by letter
Personally by visit
Q.20
If contact was by phone, how long were you waiting on hold before speaking with a customer service representative?
Not at all long (under a minute)
Slightly Long (2 – 5 min)
Moderately Long (6 – 10 min)
Quite Long (10 – 15 min)
Extremely long (15 – 25 min)
Longer
Q.21
When you did get to speak with a Customer Service Agent, how much additional time did you spend on the call?
Q.22
How many times have you been in contact with your Provider in relation to this particular issue so far?
Once
Twice
Three times
Four times or more
Don’t Know
Q.23
How interested did the customer service representatives seem to be in resolving the issue?
Extremely Interested
Quite Interested
Moderately Interested
Not Very Interested
Not Interested At All
Q.24
How clear was the information that the Customer Service Representative provided to you?
Extremely Clear
Quite Clear
Moderately Clear
Not Very Clear
Not Clear At All
Q.25
How well did the customer service representative answer your question or resolve your problem?
Completely Resolved
Partly Resolved
Not Resolved At All
Don’t Know
Q.26
Considering all factors, please select the response below that best describes your overall satisfaction level with your current provider
Very Satisfied
Satisfied
Neutral
Dissatisfied
Angry
Q.27
Will you use this Mobile Provider again?
Definitely Will
Probably Will
Might or Might Not
Definitely will Not
Q.28
How likely are you to recommend this Mobile Provider to others?
Definitely Will Recommend
Probably Will Recommend
Not Sure
Definitely Will Not Recommend
Q.29
Your Name
Title
First Name
Last Name
Q.30
Your E-Mail Address
(e.g. john@example.com)
Q.31
Any other comment