Samtel Tele marketing Intern report page 14

Appendix A. Questionnaire

Name of the establishment
Name of the respondent
Address in full
Contact No.
Name of the interviewer

Please response all the questions. The markings on the right side are for official use.

Q1.      Please indicate the type of the main respondent of this survey.

Owner/Partner	1
Manager	2
Key IT Staff Person	3
Others ______________	4

Q2.      Please indicate the category of business.

Educational Institution

Transportation

Residential Hotel

Health Service

Q3.      Type of ownership of the establishment?

Proprietary (Single Entrepreneur) or Family Run	1
Partnership	2
Private	3
Publicly held	4
Any other (specify) __________________	5

Q4.      What is the education level of the owner / main partner / key decision maker in this establishment?

Up to Class 10	1
Up to class 12	2
Undergraduate / Graduate	3
Post Graduate / Professional (CA, Law, Doctor, MBA, etc.)	4

Q5.      What is the total number of full time employees (temporary or permanent) in your establishment?

Less than 10	1
11 to 20	2
21 to 30	3
31 to 40	4
41 to 50	5
50+	6

Q6.      How many customers do you deal with per month?

1-49	1
50-99	2
100-199	3
200-499	4
500-999	5
1000-1999	6
2000+	7

Q7. Approximately what percentage of your customers uses mobile phone?

Less than 20%	20% to 40%	41% to 60%	61% to 80%	More than 80%

Q8. How many computers do you have in your organization for official use?

1 to 5	5 -10	10 -15	15 to 20	20 +

Q9. Do you have any internet connection in your organization?

 

Q10. What percentage of your employees can handle computer?

Less than 10 %	10% to 40%	41% to 80%	More than 80%

Q11. Do you use any computer software for your organization other than MS Office?

Q12. What kind of software do you use or planning to use in your organization? Did you purchase these software?

AUTOMATION SOFTWARE	Use	Plan to use	Purchase
			Y	N
Accounting software
Inventory Management software
Billing Software (Point of sales)
Front Office Management / Customer Support Software
HRM – Payroll, Employees Records
Ticketing software
Vehicle Tracking software
Student Information Software

Q13. If you purchased any software, how did you know about it?

AUTOMATION SOFTWARE	Direct Sales Person	Online search	Reference	Telemarketing
Accounting software
Inventory Management software
Billing Software
Front Office/ Customer Support Software
HRM – Payroll, Employees Records
Ticketing software
Vehicle Tracking software
Student Information Software

Q14.    How did you come to know about your suppliers?

Competing establishments	1
Friends/ relatives/ by mouth	2
Internet	3
Media (Yellow pages, magazines, etc.)	4
Suppliers representative approached us	5
Through Sales call from supplier

         

Q15. Where do you like to receive a sales call?

 

Q16. When do you like to receive a sales call?

Early morning	Late morning	Noon	Afternoon	Evening

Q17. What attitude do you expect from a tele-sales person?

(1= Mechanical voice with sufficient technical information

 5= Friendly attitude with less technical detail)

1	2	3	4	5

Q18.    How do you select a software supplier?

(Given below are various factors one would consider while selecting a supplier. Rank them in order of preference while selecting a supplier.  Rank 1 would represent the most importance and at a descending order rank 5 would represent the least importance)

Parameter	Rank
Market reputation
Widely used brand by most of our competitors/ Known Person
Competitive pricing
After sales service / Individual attention we get
Supplier who can give complete solution (Hardware + software)

Q19. How many sales calls did you receive in the 30 days? (Backward calculation from the day of interview)

Less than 20	20 to 39	40 to 59	60 to 79	80 or more

Q20. For what percentage of calls you made call back?

Less than 20%	20% to 39%	40% to 59%	60% to 79%	80% or more

Q21. Do you think Telemarketing is an effective tool?

Strongly Agree	Somewhat Agree	Neutral	Somewhat disagree	Strongly disagree

Q22. What is your preferable source of information to take a buying decision of software? (Please rank the followings: 4=Most preferable, 1=Least preferable)

Direct Sales Person	Online search	Referral	Telemarketing

Q23.    What are the key satisfiers and dissatisfiers with the present suppliers?

Satisfiers	Circle
Individual attention	1
Good quality of Service round the clock	2
Competitive pricing	3
Customized solutions provided	4
Other ____________________

Q24.    Approximately, what would be your establishment’s most recent annual sales turnover?

Less than TK 25 lakh	1
TK 25-49 lakh	2
TK 50 lakh to TK 99 lakh	3
TK 1 crore to 1.99 crore	4
TK 2 crore   to 2.99 crore	5
TK 3 crore to 4.99 crore	6
TK 5 crore to 9.99 crore	7

Q25.    Which of the following best describe your establishment’s change in annual sales revenue over last year’s revenue?

Increased more than 50%	1
Increased by 41-50%	2
Increased by 31-40%	3
Increased by 21-30%	4
Increased by 11-20%	5
Increased by 5-10%	6
Stayed the same	7
Decreased	8

Q26. Do you have a yearly budget for IT for procuring computing hardware, networking, automation software, outsourcing IT services, Internet related services? 

 

Q27. What is the total annual budget for IT of your establishment this year (2006)?

Less than TK 1 lakh	1
TK 1 lakh- 3 lakh	2
TK 3 lakh – 5 lakh	3
TK 5 lakh – 7 lakh	4
Above 7 lakh	5

Q28. What has been the trend of your organization in IT budget over last 2-3 years and what is the trend expected over next 2 years? % Increase /decrease over the previous year budget? Tick relevant trend for each year. (SINGLE RESPONSE FOR EACH YEAR)

Trend	2002	2003	2004	2005
Increase by > 50%
Increase b 20-49%
Increase by 10-19%
Increase by 5-9%
Increase by < 5%
Remains the same
Decrease by < 5%
Decrease by 5-9%
Decrease by 10-19%
Decrease by 20-49%
Decrease by  > 50%

Q29. What percentage of your total IT budget is allocated for software purchase?

Less than 10 %

10% to 40%

41% to 80%

More than 80%

Q30. What were the motivating factors for using the software?

Competition demands using these software	1
Customer satisfaction	2
Building image of the establishment	3
Speedy operations	3
Lower business process error rates	4
Availability of business information for better forecasting	5
Reduction in manpower and manpower cost	6
Efficiency in operations	7
Others__________________

Q31.     What are the resulting benefits of using IT services?

Customer satisfaction	01
Building image of the establishment	02
Low operational costs	03
Lower business process error rates	04
Business information is readily available	05
Improved forecasting	06
Building relations with customers	07
Tangible impact on profitability (reduced manpower cost)	08
Efficiency in operations	09
Better control	10
Others__________________

Q32. Do you employ Individual Consultants / IT Professionals / Known Person for developing customized software for your establishment?

Yes	1
No	2

Q33. Do you plan to buy any new software in next 1-2 year? Circle relevant cell.

ICT / ITeS Service	Yes	No
Accounting Software	1	2
Inventory Management Software	1	2
Billing Software	1	2
Front Office Management / Customer Support	1	2
HR Management	1	2
Customer Service Delivery/Interaction / CRM	1	2
Security Access Control	1	2
Ticketing software	1	2
Vehicle Tracking software	1	2
Productivity Suite (Word, Spreadsheet, Presentation, Data base)	1	2
Desktop Publishing and Design Services	1	2
Data entry and conversion	1	2
Web presence through own site /portal	1	2
E-commerce	1	2

Q34.     How much are you willing to pay for these customized services?

5,000 -10,000	1
10,001 - 20,000	2
20,001 - 50,000	3
50,001 – 1,00,000	4
1,00,000 and Above	5

Any other comments:

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THANK YOU