Emirates Internet Satisfaction Survey

Section I - PERSONAL DETAILS
Q1- Emirates Internet subscription from :
Q2- Nationality
Q3- Age
Q4- Sex	Male Female
Q5- Education
Q6- Monthly Household Income in Dhs
Q7- Profession
Others .... Please specify

Section II - INTERNET USAGE DETAILS
Q8- Emirates Internet provided by
Q9- Emirates Internet subscriber since
Q10-Emirates Internet Average monthly bill
Q11-Internet usage frequency
Q12-Internet usage average hours
Q13-Connection type
Q14a-Internet software used
Q14b- How often do you refer to the hard copy of user manual :
Q15-Do you visit Arabic web sites ? Yes No

Q16-When you dial Emirates Internet ,do you get connected on :
Q17-At what speed do you get connected easily
Q18-How often do you get disconnected during an Internet session ?


Q19a-When accessing Web Pages how do you find information download time ?
Emirates Internet
Local UAE web pages
International web sites

Q19b-How do you rate various Etisalat's websites on the following ?
Attractiveness of Emirates Internet Website.
Informativeness of Emirates Internet Website.
Attractiveness of Emirates Internet Help-Desk website .
Informativeness of Emirates Internet Help-Desk website.
Attractiveness of Etisalat Home page .
Informativeness of Etisalat Home page.

Q20-What were your main reasons for subscribing to Emirates Internet? Please mark top 3 reasons only.

To send/receive E-mail
To get business/work related information
To get education related information
To chat and interact socially
To stay abreast with Information Technology
To obtain information for personal usage like banking, entertainment, traveling, shopping etc.
To play games

Q21-What do you mainly use Internet for ? Please mark top 3 uses only.

To send/receive E-mail
To get business/work related information
To get education related information
To chat and interact socially
To explore various web sites
To obtain information for personal usage like banking, entertainment, traveling, shopping etc.
To play games

Q22-Since October 98, after Etisalat changed over its international Internet links from satellite
to fibre optics, have you noticed any improvement in the performance on :

Download time Yes No

Accessing sites Yes No

Any other, please specify

Section III - SATISFACTION WITH EMIRATES INTERNET
Q23 How satisfied are you with the following aspects of customer service provided by Emirates Internet ?
Knowledge of Help Desk staff
Helpfulness & courteousness of Help Desk staff
Number of calls required before your Internet related problem is solved.
Help Desk staff's ability to understand problems
Help Desk staff's ability to solve problems
Software availability
Software installation
Ease of understanding of user manual & software

Q24- How satisfied are you with the following aspects of the accessibility and connectivity to Emirates Internet ?
Number of attempts for connection
Number of disconnection during a session
Download time
ISDN access
Standard (Analog) access
Connection speed
Emirates Internet proxy
Ease of Changing passwords
Ease of Mail forwarding

Q25- How satisfied are you with the following aspects of Emirates Internet pricing ?
Minimum charge of Dhs. 85 per month for 14 hours.
Additional usage charge of Dhs. 6 per hour
One-time subscription charge of Dhs. 200
Software installation charge of Dhs. 100
Flat Rate policy (No peak/off peak charges)
Toll free call access (within UAE) to connect to Emirates Internet

Q26-How satisfied are you with the following aspects of Emirates Internet Billing ?
Billing accuracy
Bills reaching on time
Billing information availability

Please answer only if you had a Technician visiting you anytime for Internet Service. Q27-How satisfied are you with the quality of Technician's visit on the following aspects ?
Knowledge of the technician
Helpfulness of the technician
Technician's courteousness
Technician's ability to understand problems
Technician's ability to solve problems
Technician's appearance & uniform
Charges for technician's visit


Q28-Overall, how do you rate your satisfaction with Emirates Internet for all your Internet related needs ?
Completely satisfied	Somewhat satisfied	Not satisfied

If not completely satisfied, which of your needs are not met ?
1-
2-
3-
4-

Section IV - ADDITIONAL FEATURES REQUIRED

Q29-What additional features would you like to have in Emirates Internet ?
   1-
   2-
   3-
   4-

Q30-How important it is for you to have Online Billing information providing your
Emirates Internet log-on time and billing details ?

Q31a-Are you aware of the Dial N' Surf option to connect to Emirates Internet ? Yes No
( if no, click here to find out about it otherwise proceed to Question 32 )

Q31b-If yes,are you : Likely to use it Not likely to use it

If likely to use, please tell us why ?

Q32a-Would you like to have Fax connectivity on Emirates Internet ? Yes No
( if no, proceed to Question 33 )

Q32b-Which of the following features of Fax connectivity for Internet would you consider useful to your needs ?

Ability to have virtual fax number without owning fax machine
Ability to get/send fax messages through Internet / Email
Ability to have mailbox capability to store, retrieve, forward your faxes as per your convenience
Facility to broadcast faxes to your own defined lists/Standard defined lists

Q32c-What charges would you consider reasonable for this service for local (within UAE) message
transmission ? ( International message transmission will be as per peak/off-peak IDD rates )

Q33a-How interested would you be in using the net for online shopping in UAE ?

Q33b-Which Credit Card do you have?

None
Master
Visa
American Express
Diner's club
Others

Q33c-If a completely secured environment is provided, would you provide your credit
card details on the net for online shopping ?

Q34-Overall, how useful do you find the Internet for your needs ?

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