1.

Do you use the BSNL broadband internet regularly please tick the period that
describes your usage the best
o Everyday
o 2-3 times
o Once a week
o Monthly
o Less frequently than once a month

2. Are you a domestic or business BSNL broadband uses

o Domestic
o Business
o Both

3. BSNL is having efficient marketing and sales process built for broadband services
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree

4. How satisfied are you with the service you receive from BSNL broadband provider
o Highly satisfied
o Satisfied
o Not satisfied
o Highly not satisfied

5. Do you know approximately how fast your current BSNL broadband speed is & if so
how fast is it
o Yes 51-80 mbps
o Yes 24-50.9 mbps
o Yes 5.1-23.9 mbps
o Yes 2.5-5 mbps

6. If you had a fastest BSNL broadband connection would you use the internet more
frequently
o Definitely
o Likely to
o Not sure
o Unlikely
o No
7. I am getting quick response from BSNL broadband services-egg customer care front
office
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree

8. BSNL Application process for broadband subscription is easy and customer friendly
o Strongly agree
o Agree
o Disagree
o Strongly Disagree

9. BSNL Broadband services front desk employees respond properly during all services
interactions
o Yes
o No

10. Did you know that your BSNL services provider will tell you how much data you
have used on a monthly basis for the last 12months
o No I didn’t
o I didn’t need to know
o Yes

11. The supplied broadband modern /instruments and telephone instruments are of good
quality and having appealing look
o Strongly agree
o Agree
o neutral
o Disagree
o Strongly Disagree

12. The BSNL broadband connection speed is good and it is as per the subscribed plan
o Yes
o No

13. The broadband wiring & installation quality is good

o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly Disagree
14. Do you had a faster broadband connection would you use the internet differently and
take advantage of other services that you currently don’t use (e.g.) streaming media –
television, films, music etc.
o Definitely
o Likely to
o Not sure
o Unlikely
o No

15. The customer care & after sales support id good at BSNL broadband services
o Strongly agree
o Agree
o Disagree
o Strongly Disagree

16. What BSNL broadband package do you have

o Business one plan
o Business broadband connect
o Broadband starter collection
o VIP collection

17. The company is properly updating the required services related information to its
employees and customers
o Strongly agree
o Agree
o Disagree
o Strongly Disagree

18. How do you rate the reliability of your BSNL services

o Very good
o Good
o Barely acceptable
o Very poor
o Poor

19. Payment options & payment process is good at BSNL broadband services
o Strongly agree
o Agree
o Disagree
o Strongly Disagree

20. Which is the mostly commonly used broadband services in your area?

o ACT
 o Airtel
o BSNL
o JIO

21. How often does network dropping issues occur/happen in your area
o Every day
o Weekly once
o Several times in a month
o No issues at all

22. Do the BSNL network is providing the unlimited data & speed for the amount paid
o Yes
o No

23. BSNL employees are willing to help customers

o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree

24. How many hours do you think a common man uses internet in a particular day
o 1 hour
o 2 to 4 hours
o 4 to 8 hours
o More than 8 hours

25. I am fully satisfied with BSNL broadband services

o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree