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Overall Relationship With Emirates Internet & Multimedia: 1. Overall, considering all aspects, how satisfied or dissatisfied are you with Emirates Internet & Multimedia, as a provider of Internet services in the UAE?   [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied 2a. During the past one month, have you faced any problem with the Internet service provided by Emirates Internet & Multimedia?   [ select one ] Never Once 2 - 3 Times 4 - 5 Times More Than 5 Times If your answer is Never, ignore the second part of the question. 2b. Overall, how satisfied or dissatisfied are you with the way your problem was handled?   [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied Satisfaction With Service Delivery Channels: 3a. Did you contact the Internet Help Desk  in the past six months?   Yes   No If your answer is Yes, answer the second part of the question. 3b. Given below are some of the features of the Internet Help Desk service. Please indicate for each of the features the extent to which you are satisfied or dissatisfied. Courteousness & Friendliness of the staff. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Competence of the staff i.e. knowledge to solve problems. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Communication skills of the staff. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Ability to listen to & understand customer problems/queries [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Time taken to resolve the customer problems/enquires. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Overall how satisfied are you with  the services provided by the Internet Help Desk. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience 4a. Did you contact Etisalat branch staff in the past six months regarding your Internet Service?   Yes   No If your answer is Yes, answer the second part of the question. 4b. Given below are some of the features of Etisalat branch staff. Please indicate for each of the features the extent to which you are satisfied or dissatisfied. Courteousness & Friendliness of the staff. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Competence of the staff i.e. product knowledge. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Communication skills of the staff. [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Ability to listen to & understand customer problems/queries [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience Overall how satisfied are you with  the services provided by the branch staff . [ select one ] Very Satisfied Satisfied Somewhat Satisfied Neither Satisfied Nor Dissatisfied Somewhat Dissatisfied Dissatisfied Very Dissatisfied No Experience