Survey On Customer Service of Vodafone (GC01177)

Q1. Your Gender?

• Male
• Female

Q2.How long have you used Vodafone?

• Less than one month
• 1 to 6 months
• 6 months to a year
• 1 to 3 years
• Over 3 years
• Never
• Other

Q3.  How often do you use Vodafone?

• Daily
• Once/ week or more
• 1 to 3 times a month
• Once/month
• Every 2-3 months
• 2-3 times a year
• Other

Q4. Overall, how satisfied are you with Vodafone?

• Very Satisfied
• Satisfied
• Neutral
• Dissatisfied
• Very Dissatisfied

Q5. How likely are you to use Vodafone?

• Very Likely
• Probably
• Maybe
• Probably Not
• Definitely Not
• Never Used

Q6. Would you recommend Vodafone to others?

• Very Likely
• Probably
• Maybe
• Probably Not
• Definitely Not
• Never Used

Q7.Overall, how would you like to rate of Vodafone customer service?

• Very good
• Good
• Neutral
• Bad
• Very bad

Q8.  What recommendation would you offer for improving Vodafone?

3.2 Evaluation of customer feedback

This part evaluates the data collected through the survey conducted in section 3.1. The data is analyzed using the MS Excel Sheet and presented using Pie charts. Each chart presented and analyzed data from each question in surveys. The customer feedback collected through the survey is as follows:

Q1. What is your Gender?

Both male and female respondents participate in the survey questionnaire of this research. From the chart it presents, 60% of respondents are male and 40% of respondents are female. The maximum number of respondents is male.

Q2.How long have you used Vodafone?

From the chart, it is apparent that the respondents are used Vodafone several times longer. 20% of respondents use Vodafone for less than one month, 25% used Vodafone for 1 to 6 months, 10% use 6 months to a year, 7% use Vodafone for 1 to 3 years, 15% use over 3 years, 13% never use Vodafone. From the research, it is understood that the maximum number of respondents use Vodafone for 1 to 6 months.

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Q3.  How often do you use Vodafone?

From the chart 35% of respondents use Vodafone daily, 23% of respondents use it once/ week or more. 18% of respondents use Vodafone 1 to 3 times a month, 18% use Vodafone every 2-3 months and 6% use 2-3 times in a year. From the analysis, it is apparent that the maximum number of respondents use Vodafone daily.

Q4. Overall, how satisfied are you with Vodafone?

From the chart, it is presented that 40% of respondents are very satisfied with Vodafone. 15% of respondents are satisfied and 5% of respondents are neutral with Vodafone and 25% of respondents are dissatisfied and 15% strongly very dissatisfied with Vodafone. From the analysis, it is apparent that the maximum respondents are satisfied with Vodafone.

Q5. How likely are you to use Vodafone?

From the chart it is found that 25% of respondents have a chance to use Vodafone, 15% have probably chance to use Vodafone, 10% respondents have maybe likely to use Vodafone, 15% respondents definitely not to use Vodafone and 25% respondents never use Vodafone, From the analysis, it is shown that there has the same chance to very likely use Vodafone or never use Vodafone.

Q6. Would you recommend Vodafone to others?

From the chart it is found that 25% of respondents have recommended using Vodafone, 15% have probably recommended using Vodafone, 10% respondents have maybe likely to recommend Vodafone, 15% respondents definitely not recommend Vodafone and 25% respondents never recommend Vodafone, From the analysis, it is shown that there has the same chance to very likely recommend Vodafone or never recommend Vodafone.

Q7.Overall, how would you like to rate Vodafone customer service?

According to this chart, it shows that 45% of respondents think that Vodafone customer service is excellent. 15% of respondents think very well and 10% of respondents think good about Vodafone customer service and 17% of respondents think that Vodafone customer service ice is fair and 15% of respondents think it is poor.

Q8.  What recommendation would you offer for improving Vodafone?

A majority number of respondents have complaints about billing. They recommend reducing the pay-as-you-go cost. Some respondents have complaints about incorrect tariffs, customer service, and other issues of Vodafone. They recommend improving their tariffs. A small number of customer recommendations improving their staffs’ behavior of the call center. And only a few numbers of respondents recommend improving their 4G network.

3.3 Suggestions for further improvements to customer service, based on feedback.

Mobile telephony has been defined as ‘the manufacture, operation, and distribution of mobile phones and any additional services that are directly facilitated by mobile telecommunications’. Vodafone Group Plc is the world’s leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company’s subsidiary undertakings, joint ventures, associated undertakings, and investments.

The organization offers a range of services worldwide. Millions of Vodafone customers are being urged to check their bills and bank statements for errors after the company was fined millions of pounds for making mistakes. It misled pay-as-you-go customers, charging them for top-up credit that never materialized on their accounts. The fine has raised concerns from experts that a large number of customers may still be experiencing problems.

Following recent tests from industry experts P3, Vodafone has come out on top as the best network for voice calls in London, Belfast, Birmingham, and Bristol. So you can count on us for crystal-clear voice calls, super-fast connection times, and outstanding 4G coverage. A majority number of respondents have complaints about billing.

They recommend reducing the pay-as-you-go cost. Some respondents have complaints about incorrect tariffs, customer service, and other issues of Vodafone. Some respondents recommend improving their tariffs. A small number of customer recommendations to improve their staffs’ behavior of the call center. So Vodafone must reduce their pay-as-you-go cost. They must concern about the rapid increase in their customers’ billing. Secondly, they should improve their tariff system. Thirdly Vodafone must improve its staffs’ behavior and finally, Vodafone should provide an efficient 4G network all over the UK.

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