Customer Satisfaction in the Bangladeshi Mobile Telecom Sector

“Customer Satisfaction in the Bangladeshi Mobile Telecom Sector” A comparative study of Grameenphone, Robi, Banglalink, and Teletalk. Target Respondents: Mobile telecom users in Bangladesh Purpose: To evaluate customer satisfaction and compare the service quality of Grameenphone, Robi, Banglalink, and Teletalk. Questionnaire Section A: Demographic Information (5 Questions) 1. What is your age? * ☐ Below 18 * ☐ 18–25 * ☐ 26–35 * ☐ 36–45 * ☐ 46 and above 2. What is your gender? * ☐ Male * ☐ Female * ☐ Prefer not to say 3. What is your highest level of education? * ☐ Primary * ☐ Secondary * ☐ Higher Secondary * ☐ Bachelor’s * ☐ Master’s or above 4. What is your monthly income? * ☐ Below 10,000 BDT * ☐ 10,000–20,000 BDT * ☐ 20,001–40,000 BDT * ☐ 40,001–60,000 BDT * ☐ Above 60,000 BDT 5. Which mobile operator do you currently use as your *primary SIM*? * ☐ Grameenphone * ☐ Robi * ☐ Banglalink * ☐ Teletalk.

Section B: Service Usage Information (5 Questions) 6. How many SIM cards do you currently use? * ☐ 1 * ☐ 2 * ☐ 3 or more 7. How long have you been using your primary operator ? * ☐ Less than 1 year * ☐ 1–3 years * ☐ 3–5 years * ☐ More than 5 years 8. What is your main purpose of using mobile telecom services? (Select one) * ☐ Voice calls * ☐ Internet/data * ☐ SMS * ☐ Mobile banking/payment * ☐ Others 9. On average, how much do you spend on mobile services per month? * ☐ Below 300 BDT * ☐ 301–600 BDT * ☐ 601–1,000 BDT * ☐ Above 1,000 BDT 10. Which package do you use most frequently? * ☐ Prepaid * ☐ Postpaid Section C: Customer Satisfaction Factors (15 Questions) (Use a 5-point Likert Scale: 1 = Strongly Disagree, 2 = Disagree, 3 = Neutral, 4 = Agree, 5 = Strongly Agree) Network Quality 11. My mobile operator provides strong network coverage in my area. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 12. I rarely experience call drops while using my operator. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 13. The internet speed of my operator meets my expectations. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 14. The network remains stable during peak hours (evenings, weekends, etc.). 1.☐ 2.☐ 3.☐ 4.☐ 5.☐.

Pricing and Packages 15. My operator’s call rates are reasonable compared to competitors. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 16. My operator offers affordable internet/data packages. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 17. I find special offers and promotions attractive and useful. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 18. Overall, the value for money I get from my operator is satisfactory. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ Customer Service 19. I am satisfied with the availability of customer care centers. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 20. Customer care executives are helpful and polite. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 21. My complaints or queries are resolved promptly. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ Overall Experience 22. I am satisfied with the reliability of my operator’s services. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 23. I am satisfied with the billing transparency and no hidden charges. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ 24. I would recommend my operator to my friends and family. 1.☐ 2.☐ 3.☐ 4.☐ 5.☐ Section D: Competitive Comparison (5 Questions) 25. Which mobile operator do you believe has the best network coverage in Bangladesh? * ☐ Grameenphone * ☐ Robi * ☐ Banglalink * ☐ Teletalk 26. Which operator offers the most affordable data and call packages? * ☐ Grameenphone * ☐ Robi * ☐ Banglalink * ☐ Teletalk 27. If given better offers, would you switch to another operator? * ☐ Yes * ☐ No * ☐ Maybe.

28. What is the biggest problem you face with your current operator? (Select one) * ☐ Poor network coverage * ☐ High call/data charges * ☐ Poor customer service * ☐ Hidden charges * ☐ Others 29. In your opinion, which operator provides the best overall customer satisfaction? * ☐ Grameenphone * ☐ Robi * ☐ Banglalink * ☐ Teletalk.