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    Survey Questionnaire

    Uploaded by

    Ben Cruz
    The document is a survey questionnaire from the University of Luzon College of Business Administration regarding customer loyalty of PLDT subscribers in Sta. Barbara, Pangasinan. The survey asks respondents for their contact information and to rate their satisfaction with PLDT on a scale. It then asks questions about factors influencing loyalty like convenience, expectations, customer service, rewards, personal relationships, reputation, and community outreach. It concludes by asking about problems with PLDT, strengths in retaining loyalty, and proposals to improve services and loyalty.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Survey Questionnaire

    Uploaded by

    Ben Cruz
    597 views6 pages
    The document is a survey questionnaire from the University of Luzon College of Business Administration regarding customer loyalty of PLDT subscribers in Sta. Barbara, Pangasinan. The survey asks respondents for their contact information and to rate their satisfaction with PLDT on a scale. It then asks questions about factors influencing loyalty like convenience, expectations, customer service, rewards, personal relationships, reputation, and community outreach. It concludes by asking about problems with PLDT, strengths in retaining loyalty, and proposals to improve services and loyalty.

    Original Description:

    consumer loyalty questionnaire

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    The document is a survey questionnaire from the University of Luzon College of Business Administration regarding customer loyalty of PLDT subscribers in Sta. Barbara, Pangasinan. The survey asks respondents for their contact information and to rate their satisfaction with PLDT on a scale. It then asks questions about factors influencing loyalty like convenience, expectations, customer service, rewards, personal relationships, reputation, and community outreach. It concludes by asking about problems with PLDT, strengths in retaining loyalty, and proposals to improve services and loyalty.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    597 views6 pages

    Survey Questionnaire

    Uploaded by

    Ben Cruz
    The document is a survey questionnaire from the University of Luzon College of Business Administration regarding customer loyalty of PLDT subscribers in Sta. Barbara, Pangasinan. The survey asks respondents for their contact information and to rate their satisfaction with PLDT on a scale. It then asks questions about factors influencing loyalty like convenience, expectations, customer service, rewards, personal relationships, reputation, and community outreach. It concludes by asking about problems with PLDT, strengths in retaining loyalty, and proposals to improve services and loyalty.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    At a glance
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    The document surveys customers of PLDT in Sta. Barbara, Pangasinan to understand factors influencing their loyalty towards the company.

    Factors surveyed include convenience, expectations, customer service, rewards, personal relationships, reputation, and community outreach.

    Problems cited by customers that made them feel disappointed include issues with services and products not meeting expectations.

    University of Luzon

    COLLEGE OF BUSINESS ADMINISTRATION


    Dagupan City

    SURVEY QUESTIONNAIRE

    CUSTOMER LOYALTY OF PLDT SUBSCRIBERS


    IN STA.BARBARA, PANGASINAN

    Name of Respondents: (Optional)_________________________________

    Years of Subscription: ___________________________________________

    Age:

    Below 21

    21-30

    31-40

    41 and above

    Civil Status:

    Single

    Married

    Widowed/Widower

    Separated

    Sex:

    Male

    Female

    Home Address:
    Poblacion Norte

    Poblacion Sur

    Maningding

    1
    University of Luzon
    COLLEGE OF BUSINESS ADMINISTRATION
    Dagupan City

    On a scale of 1 to 5 where 1 represents “Extremely Satisfied” and 5


    represents “Extremely Dissatisfied,” how would you rate your level of
    overall satisfaction with PLDT Company?

    1 Extremely Satisfied
    Satisfied

    Moderately Satisfied

    Dissatisfied

    Extremely Dissatisfied

    Perception of the customers in retaining the customer loyalty of


    the current subscribers in terms of the following factors;

    Convenience
    Strongly Strongly
    Disagree Neutral Agree
    Disagree Agree
    The place/office of
    the
    telecommunication
    provider
    convenient to its
    customers?
    Is the services
    being provided
    convenient to the
    users when
    needed?
    Is the convenience
    factor made you
    loyal the PLDT
    services?

    Expectations
    Strongly Strongly
    Disagree Neutral Agree
    Disagree Agree
    Do the
    telecommunication

    2
    University of Luzon
    COLLEGE OF BUSINESS ADMINISTRATION
    Dagupan City

    provider meet your


    expectations?
    Do the Provider
    promises products
    that doesn’t meet
    your expectations?
    Do the Provider
    promises services
    that doesn’t meet
    your expectations?

    Customer Service
    Strongly Strongly
    Disagree Neutral Agree
    Disagree Agree
    Are you satisfied
    with the
    customer
    services of the
    provider?
    Are they
    approachable or
    reachable in
    terms of need?
    Is the staff in the
    main office
    provide you clear
    answers to your
    complaints?
    Is the customer
    service factor
    made you loyal to
    the company?

    Rewards
    Strongly Strongly
    Disagree Neutral Agree
    Disagree Agree
    Do they offer you
    rewards for
    previous years of
    subscription?

    3
    University of Luzon
    COLLEGE OF BUSINESS ADMINISTRATION
    Dagupan City

    Do you hear
    news about
    rewards and new
    product
    offerings?
    Do you seek for
    any rewards for
    being loyal in the
    company?
    Is reward a big
    factor in staying
    in the company’s
    services?

    Personal Relationships
    Strongly Strongly
    Disagree Neutral Agree
    Disagree Agree
    Is the treatment
    by third parties,
    such as
    salespersons,
    store clerks, or
    your own
    representatives
    made you loyal to
    the company?
    Are they
    approachable?
    Do they show
    customer
    relationship
    management?
    Is Personal
    Relationship a
    big factor for you
    to stay as loyal
    customer?

    4
    University of Luzon
    COLLEGE OF BUSINESS ADMINISTRATION
    Dagupan City

    Reputation
    Strongly Strongly
    Disagree Neutral Agree
    Disagree Agree
    Is reputation of
    the company a
    big deal for you?
    Do you think
    reputation a big
    factor for
    customer loyalty?
    How do you see
    the reputation of
    PLDT?

    Community Outreach
    Strongly Strongly
    Disagree Neutral Agree
    Disagree Agree
    Have you seen
    any
    representatives of
    the provider
    visited your area?
    Other than the
    products and
    services do you
    know any
    community
    outreach services
    of the PLDT?

    Can you cite problems that you have encountered that made you feel

    disappointed and choose to move to other service provider?

    _____________________________________________________________________

    _____________________________________________________________________

    _____________________________________________________________________

    5
    University of Luzon
    COLLEGE OF BUSINESS ADMINISTRATION
    Dagupan City

    Can you cite the strong points or strength of the PLDT that you think

    helps in retaining customer loyalty?

    _____________________________________________________________________

    _____________________________________________________________________

    _____________________________________________________________________

    _____________________________________________________________________

    As a customer what are your proposals to improve the services of PLDT

    and to gain its customer loyalty?

    _____________________________________________________________________

    _____________________________________________________________________

    _____________________________________________________________________

    _____________________________________________________________________

    Thank you!!!

    -Researchers

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