Does your telephone company *really* understand you? Survey

Does your telephone company *really* understand you?

1. About this survey

We're trying to find out whether you think your mobile or wireless phone provider is really delivering what you need or want. Are they letting you down? Are you frustrated by some of the things they do? Or do they do a really good job of keeping your happy?

Whatever your experience we'd be grateful if you could share it. This survey is completely anonymous and the information you give us will only be used in aggregate to create a picture of the things that matter to customers, what they like and what they don't like.

We're really grateful for you taking the time to share your experiences with us. If you have any questions about this survey, or if you'd like to receive a free copy of the findings when these are available, then you can contact us at editorial@telesperience.com. (If you'd like a copy of the results please quote the reference number CS0111.) As an independent research company we will not pass on your details to any third party and once you have received the information you have requested, or we have responded to your comment, then your email address will be deleted from our system.

Remember this is your chance to give some honest feedback to help improve the way mobile and wireless firms treat their customers, and hopefully improve what they do in future!

Best wishes
Teresa Cottam
Research Director
Telesperience

	Third most important	Second most important	Most important
Cheap price	*Can you tell us which three things you value when choosing a mobile or wireless phone company? Cheap price Third most important	Cheap price Second most important	Cheap price Most important
Deliver what I want (eg apps)	Deliver what I want (eg apps) Third most important	Deliver what I want (eg apps) Second most important	Deliver what I want (eg apps) Most important
Good customer support or service	Good customer support or service Third most important	Good customer support or service Second most important	Good customer support or service Most important
Good network coverage	Good network coverage Third most important	Good network coverage Second most important	Good network coverage Most important
A reliable service (eg good QoS)	A reliable service (eg good QoS) Third most important	A reliable service (eg good QoS) Second most important	A reliable service (eg good QoS) Most important
Supports or provides handset I want	Supports or provides handset I want Third most important	Supports or provides handset I want Second most important	Supports or provides handset I want Most important
Is cool or trendy	Is cool or trendy Third most important	Is cool or trendy Second most important	Is cool or trendy Most important
Gives me special offers I like	Gives me special offers I like Third most important	Gives me special offers I like Second most important	Gives me special offers I like Most important
Provides help, training or advice	Provides help, training or advice Third most important	Provides help, training or advice Second most important	Provides help, training or advice Most important
Provides controls and protection (eg security, anti fraud, spending limits)	Provides controls and protection (eg security, anti fraud, spending limits) Third most important	Provides controls and protection (eg security, anti fraud, spending limits) Second most important	Provides controls and protection (eg security, anti fraud, spending limits) Most important
Is for people like me	Is for people like me Third most important	Is for people like me Second most important	Is for people like me Most important
Understands all my needs and delivers against them	Understands all my needs and delivers against them Third most important	Understands all my needs and delivers against them Second most important	Understands all my needs and delivers against them Most important

	Third most important	Second most important	Most important
It's cheap	*What three things do you value most about a price plan? It's cheap Third most important	It's cheap Second most important	It's cheap Most important
It's fair	It's fair Third most important	It's fair Second most important	It's fair Most important
It's easy to understand the offer (it's clear)	It's easy to understand the offer (it's clear) Third most important	It's easy to understand the offer (it's clear) Second most important	It's easy to understand the offer (it's clear) Most important
It fulfils my needs	It fulfils my needs Third most important	It fulfils my needs Second most important	It fulfils my needs Most important
I'm not tied in	I'm not tied in Third most important	I'm not tied in Second most important	I'm not tied in Most important
It helps me limit my spending	It helps me limit my spending Third most important	It helps me limit my spending Second most important	It helps me limit my spending Most important
I get special offers and discounts	I get special offers and discounts Third most important	I get special offers and discounts Second most important	I get special offers and discounts Most important
I get access to other benefits or services	I get access to other benefits or services Third most important	I get access to other benefits or services Second most important	I get access to other benefits or services Most important

	Third most annoying	Second most annoying	The thing that drives me crazy!
It's confusing or unclear	*What annoys you most about your current mobile or wireless price plan? Please select the three things that annoy you most. It's confusing or unclear Third most annoying	It's confusing or unclear Second most annoying	It's confusing or unclear The thing that drives me crazy!
It's too expensive	It's too expensive Third most annoying	It's too expensive Second most annoying	It's too expensive The thing that drives me crazy!
I cannot make changes to my plan	I cannot make changes to my plan Third most annoying	I cannot make changes to my plan Second most annoying	I cannot make changes to my plan The thing that drives me crazy!
Extra charges I don't understand	Extra charges I don't understand Third most annoying	Extra charges I don't understand Second most annoying	Extra charges I don't understand The thing that drives me crazy!
It's hard to keep track of my spending	It's hard to keep track of my spending Third most annoying	It's hard to keep track of my spending Second most annoying	It's hard to keep track of my spending The thing that drives me crazy!
I'm being charged for things I don't want	I'm being charged for things I don't want Third most annoying	I'm being charged for things I don't want Second most annoying	I'm being charged for things I don't want The thing that drives me crazy!
The bills/charges are sometimes incorrect	The bills/charges are sometimes incorrect Third most annoying	The bills/charges are sometimes incorrect Second most annoying	The bills/charges are sometimes incorrect The thing that drives me crazy!
Discounts or offers are not properly applied to my account	Discounts or offers are not properly applied to my account Third most annoying	Discounts or offers are not properly applied to my account Second most annoying	Discounts or offers are not properly applied to my account The thing that drives me crazy!

	Not important	Important but other things more important	Very important	This was the most important factor
Attracting me	*How important was the price plan in attracting you as a customer or keeping you as a customer? Attracting me Not important	Attracting me Important but other things more important	Attracting me Very important	Attracting me This was the most important factor
Keeping me	Keeping me Not important	Keeping me Important but other things more important	Keeping me Very important	Keeping me This was the most important factor

Does your telephone company really understand you?
Exit this survey

1. About this survey

*
1. To help us understand the needs and feelings of different types of customers, can you please provide some basic information about yourself?

*
2. Can you tell us what type of customer you are? If you use more than one mobile or wireless phone provider then tell us about the one you use most often.

*
3. Are you broadly happy with the service you get from your mobile or wireless phone provider? If you use more than one mobile network then please tell us about the one you described in the previous question.

*
4. Are you getting what you need or want from your mobile/wireless phone company?

*
5. Can you tell us which three things you value when choosing a mobile or wireless phone company?

*
6. What three things do you value most about a price plan?

7. What annoys you most about your current mobile or wireless price plan? Please select the three things that annoy you most.

8. How important was the price plan in attracting you as a customer or keeping you as a customer?

*
9. How could your mobile or wireless provider better meet your needs?

Does your telephone company *really* understand you?Exit this survey

1. About this survey

*1. To help us understand the needs and feelings of different types of customers, can you please provide some basic information about yourself?

*2. Can you tell us what type of customer you are? If you use more than one mobile or wireless phone provider then tell us about the one you use most often.

*3. Are you broadly happy with the service you get from your mobile or wireless phone provider? If you use more than one mobile network then please tell us about the one you described in the previous question.

*4. Are you getting what you need or want from your mobile/wireless phone company?

*5. Can you tell us which three things you value when choosing a mobile or wireless phone company?

*6. What three things do you value most about a price plan?

7. What annoys you most about your current mobile or wireless price plan? Please select the three things that annoy you most.

8. How important was the price plan in attracting you as a customer or keeping you as a customer?

*9. How could your mobile or wireless provider better meet your needs?

Does your telephone company really understand you?
Exit this survey

*
1. To help us understand the needs and feelings of different types of customers, can you please provide some basic information about yourself?

*
2. Can you tell us what type of customer you are? If you use more than one mobile or wireless phone provider then tell us about the one you use most often.

*
3. Are you broadly happy with the service you get from your mobile or wireless phone provider? If you use more than one mobile network then please tell us about the one you described in the previous question.

*
4. Are you getting what you need or want from your mobile/wireless phone company?

*
5. Can you tell us which three things you value when choosing a mobile or wireless phone company?

*
6. What three things do you value most about a price plan?

*
9. How could your mobile or wireless provider better meet your needs?