Telecommunication Business Statistic Report

Topics: Service, Demographics, Service system Pages: 6 (1353 words) Published: August 24, 2013
Table of Contents

1. Executive Summary
2. Background
3.1. Introduction
3.2. Objectives
3. Approach and Methodology
4.3. Survey Questionnaire
4. Respondent Profile
5. Results and discussion
6.4. Service Provider Subscribed
6.5. Plan Range vs Bill/Month
6.6. Important Feature/Service
6.7. Overall Satisfaction
6.8. Loyalty vs satisfaction vary by Age
6. Conclusion
7. Reference
8. Annex
9.9. Annex A
9.10. Annex B
9.11. Annex C
9.12. Annex D
9.13. Annex E
9.14. Annex F

1. Executive Summary

This report presents the results from a group of people surveyed in Singapore and who had subscribed to a local three most popular Telecommunication Service Providers. The survey collected shows the behaviors and characteristics from a representative sample of people of different age groups residing in Singapore. Survey methods included both telephone interviews to collect demographic information about their feedback and an informal casual handout of survey within people and colleagues that are around or close with the team members during a period of two weeks. The data will be used to update user experience and demand from local telecommunication service provider. It will identify the needs and customer service satisfaction in the region. All data collection activities conformed to a carefully and selective questionnaires for conducting users customer service satisfaction survey.

2. Background

2.1. Introduction

According to Wikiversity:

"Telecommunication is the transmission of signals over a distance for the purpose of communication. In earlier times, this may have involved the use of smoke signals, drums, semaphore, flags or heliograph. In modern times, telecommunication typically involves the use of electronic devices such as telephones, television, radio or computers.”|

Telecommunication plays and increasing important role in our lives today.

2.2 Objectives
The user experience and customer service satisfaction survey objective was to provide user behavior and characteristics data for the region. The resulting databases will used to update and expand the users demand, experiences, usage, monthly subscription, satisfaction and loyalty to a certain telecommunication service provider. In order to achieve the desired results, the customer service satisfaction survey had the following goals:

Find out:
* Most popular Service Provider
* Popular Plan range subscribed
* Most important Feature / Service
* Loyalty
* Overall Satisfaction
Analyze:
* Service Provider vs Satisfaction
* Age Group vs Satisfaction
* Plan Range vs Satisfaction
* Important Service / Feature vs Satisfaction
* Service Provider vs Important Service / Feature vary by Satisfaction * Loyalty vs Satisfaction vary by Age

3. Approach and Methodology

3.1. Survey Questionnaire

The questionnaire was designed to minimize time and effort on respondent’s part. The initial drafted questionnaire was pre-tested by involving colleagues to take part in the survey and soliciting feedbacks to ensure the clarity of the questions. Based on the results of the pre-test; questions were then refined and finalized in consultation with Dr Tng Cheong Sing.

The final survey questionnaire of one page with seven questions was used for the collection of data for the report. For the final survey questionnaire, see Annex A.

4. Respondent Profile

Based on the demographic profile of a total of 155 respondents to the survey, Figure 4.1-1 below has shown that 52% (81) of respondents were male, 48% (74) were female and Figure 4.1-2 shows the prevalent age range, at 41% (63) was less than 30 years old, followed by 37% (58) which was 31 – 40 years old and 22% (34) which was more than 41 years old. Table 4.1 shows the breakdown of the respondent by gender and age group, see Annex B.

Figure 4.1-1:...

References: Wikipedia. Customer Satisfaction. [Online]. Available from: http://en.wikipedia.org/wiki/Customer_satisfaction. [Accessed: 1 June 2013]
Wikiversity. Telecommunications Engineering. [Online]. Available from: http://en.wikiversity.org/wiki/Topic:Telecommunications_engineering. [Accessed: 1 June 2013]
ESurveyPro. Reporting Survey Results. [Online]. Available from: http://www.esurveyspro.com/article-reporting-survey-results.aspx. [Accessed: 14 June 2013]
Sandra Zoratti. 2012, ‘A Lesson In Loyalty From Mobile Phone Subscribers’, [Online]. Available from: http://www.cmo.com/articles/2012/9/17/a-lesson-in-loyalty-from-mobile-phone-subscribers.html. [Accessed: 14 June 2013]
Heriot-Watt University (Version 2010.1) School of Management and Languages, Edinburgh EH14 4AS, United Kingdom.
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