Survey Design - Case Study Example

SURVEY DESIGN Prepared by: ……………………………………………………… Student Number: ……………………………………………….. ………………….. Group: …………………………………..…………………….. Submitted to: ……………………………………………………………………………………… Academic Year: 2012 Table of Contents Preface: 4 Introduction: 5 Questionnaire Specifics: 7 Customer satisfaction survey: 9 Management Recommendations: 11 Conclusion: 12 Works Cited 13 Acknowledgements: We would like to extend dour hearty gratitude to our module assignment coordinator Mr. Othman Sadoki, for his encouragement, assistance and guidance right from the start. He has enabled us to gain a clear understanding of this subject. Further more we wish to express our sincere gratitude to Mrs. Aruna Dhade for sharing her vast knowledge in research and in each of its sections. We thank her for her patience and her guidance. Lastly, we are thankful to everyone else involved in supporting us in this survey. Preface: This paper is a survey deign of Vodafone Qatar, a telecommunications company that mainly deals with mobile service provision and the sale of various communications related software and hard ware such as phones and ICT services. The survey at hand is aimed at evaluating the level to which the company is meeting its clients’ needs. It aims to measure the satisfaction of the customers and also find out needs that are not being met. In order to complete this assignment, we have based our theories on two sources; a book and an online source. Works cited can be found at the end of the paper. Introduction: This paper will look at the strategies of one among the leading telecommunications companies in the world, Vodafone. In Specific we are looking at Vodafone Qatar which is a branch of Vodafone.Vodafone Qatar is an award winning mobile service provider with a wide coverage all over the country. At the recent Mobile News Awards the company had the honor of receiving the ‘Best Network Award’ for their reliability and extensive coverage  They have also been recognized as providers of total communications solutions - particularly around converged communications (Vodafone). Some of the company’s awards include that of Supplier of the year in 2009, and best coverage solutions in 2010. Vodafone internationally, is powered by extremely efficient resources both industrial and human. This is the case especially with Vodafone Qatar which is continually striving to recruit the best people to join their company. Vodafone Qatar has a well established corporate sector that drives the business and ensures provision of quality services and customer satisfaction. The company is powered by 500 engineers, consultants and service delivery personnel. In the year 2009, the Supreme Council of Information Technology (ictQATAR) licensed Vodafone to operate in Qatar under the brand name Vodafone Qatar. They were given permission to provide both fixed and mobile telecommunications services in the sate of Qatar. Since then the company has grown in its quest to design an implement an excellent communications portfolio in the state. Vodafone is always on a quest to raise its profits and provide better services and products to their clients. The company is targeting to raise its net income, and raising its worth in the market. It is committed to the continual expansion of its reach in Qatar and in developing beneficial partnerships so as to better their services and products. Vodafone Qatar’s main clients are the phone users. Those who need to communicate through telephones, whether fixed or mobile phones are clients or potential clients of the company. This is because they both sell phones and provide phone-related services like mobile phone service and mobile phone internet services. In today’s world where telecommunications has become extremely relevant, this means the customers are very many. This of course works to the advantage of Vodafone Qatar because they have a ready demand for their products and services. The main competitor of Vodafone Qatar is Qatar Telecom (Qtel) which until recently was the only licensed telecommunications company in Qatar. The objectives of Vodafone Qatar is to provide quality telecommunication services, internet services and other phone-related and ICT services to the people of Qatar in a way that satisfies their clients as well as making good profits for the business. Since its inception in the year 2009, Vodafone Qatar has and continues to strive to be the he most admired brand in the state of Qatar. It seeks not just merely the most admired communications brand, but rather to be generally the most loved brand in the Sate of Qatar. This means that the company has a responsibility to make itself into an appealing customer-focused brand. In the analysis of Vodafone Qatar, another country at a similar economic level to Qatar and its telecommunication company will be selected and compared to Qatar. The data collected will be examined, analysed and the systems of the two companies will be compared. It will then further explain the differences between the processes used by the other country and how they differ from those used in Qatar by Vodafone Qatar. For the survey, we have a questionnaire that seeks to find out more about the services and products provided by the company in view of satisfying the needs of customers of this company. The questionnaire identifies the fundamental needs of the customer in as far as telecommunications is concerned and whether these needs are being met. The questions posed are specifically designed find out if the customers are satisfied with the different products and services offered by Vodafone Qatar and which ones need improving. The questionnaire allows the customer to be able to provide a feedback to the company concerning the services they offer. In this way the company is able to get a feedback from directly their clients, so as to enable them to improve goods and services offered. This needs to be done so as to ensure that Vodafone Qatar maintains a competitive edge in the market. They need to make sure that their competitors do not gain any advantages over them. The company also need to ensure that their customers remain pleased because these are ultimately there is no business without satisfied customers. Questionnaire Specifics: The main concern and objective o f this survey is to try to evaluate the services and the products provided by the Vodafone Qatar, their quality, their costs and if they meet the customer needs. This will be done by collecting the views and opinions of its clients who are the customers of Vodafone Qatar through the answering of the questions contained in the questionnaire. The questionnaire will give a range of answers from which a customer will choose the answer they feel best expresses their opinion of a certain product or service. These responses will then be analyzed and conclusions will be drawn. The questions are aimed to be simple and easy to understand, so as to allow the customers to have an easy time filling them in. The language used for the questions will be simple and direct and the use of complex terms and vague questions will be avoided. Customer opinions will be able to reveal people’s attitude towards the company’s products and services, identify areas of problems and unmet customer needs. This in turn will be able to reveal how well the company is doing in the telecommunications market and more so in the eyes of the consumers. The company will then be able to gauge what competitive advantage it has over others in the market. This is why it is important for the company to collect data concerning the products and services it offers. The ultimate goal of Vodafone Qatar is to gain information that will help it to improve the quality its products and services in order to raise customer satisfaction. The questions of the survey will be concerned with the service, qualities, options provided by the company. It is aimed to be a short questionnaire, so as to make it easy for the customer to answer the questions honestly and effectively. The shortness of the questionnaire will also encourage the customers to fill it in because most people are busy and might not want to fill in a lengthy one. In order for any survey to be good, efficient and productive, and to get the data it is supposed to get, then there are certain steps that must be followed. In this survey design, we the following steps will be followed: 1. The important goal of the survey is to find try to reveal what are the things that are important to the company’s customers and if the products and services provided are meeting these needs. It is to establish the level of customer satisfaction among Vodafone Qatar’s clients. The draft of the survey will be tested informally among employees of Vodafone Qatar to clearly define the goal of the survey and what it is that the survey aims to discover. 2. The sample shall be determined and the number of people being given the questionnaires shall be determined. 3. The methods to collect information shall be chosen (questionnaire) and the draft questions will then be revised and it will be made simple and understandable such as through the use of direct language (Robson 34).care shall be taken to ensure that the questions asked in the questionnaire will provide the data wanted. 4. After the reviewing of the questionnaire to make the questions short and to determine that the questions are practical and provide the needed answers, it will be disbursed to the customers. 5. There will also be a collection of data through the use of interviews which will be conducted through telephones, post, the internet and face to face meetings. 6. Code data and prepare data files. 7. Analyse data and write report. Customer satisfaction survey: The main goal of the survey is to establish the level of customer satisfaction of Vodafone Qatar clients. Customer survey is essential to business survival. So it is very important for a business to conduct such a survey. The easiest way to find out what customers think of products and services is to ask them. What they are asked, how, when and where is also important. However the most important thing is what a business does with the results of those answers. Vodafone Qatar would benefit if they respond to the opinion of the customers by improving their services and products if necessary Management Recommendations: The survey is mainly concerned in finding out the main needs of the customers of Vodafone Qatar and to measure the customer satisfaction. This is because the company is very much committed to the provision of quality products and services to its customers. In this survey therefore we have included in the interviews and questionnaires a lot of questions that are related to Vodafone Qatar’s services and products. In collecting the data from the large number of people, questionnaires are to be distributed to Vodafone Qatar customers coming to pay their monthly bills, In the Vodafone Qatar offices in Doha. Questionnaires are also short and easy to understand and this will be useful in encouraging customers to fill them. The results o f this survey will be able to help the company understand many customer issues and concerns about the products and services of Vodafone Qatar .It may also be able to give the management of the company new product development ideas as well as discovering what makes the customers loyal. All this will in the end give the company a competitive edge in the market. Conclusion: The main objective of the survey is to try to find out the opinions of the customers about the products and services offered by Vodafone Qatar and try to improve them in order to raise levels of customer satisfaction. The data collection methods will try to find out areas that are not satisfactory to the customers and how to satisfy the needs of Vodafone Qatar customers in different places. The easiest way to find out what customers think of products and services is to ask them. What they are asked, how, when and where is also important. However the most important thing is what a business does with the results of those answers. The results of this survey will then be a useful tool in helping the company to improve its products and services for the sake of its clients. The crucial information from the survey might help to alleviate what might be disastrous results in the future of the company. Works Cited Robson, C. Real World Research.NewYork: Penguin, 2002. Print. Creative Research Systems. The Survey System. American Mexiting Associztion, Web.9 Feb.2012. Read More