New Customer Research

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Have you recently connected a wireless line or signed up for wireless service with Freedom Mobile?* This field is required.
YESNO
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How likely are you to recommend Freedom Mobile to a friend or colleague?* This field is required.Please rate your likelihood on a scale of 0 to 10 where 0 means that you are “not at all likely to recommend Freedom Mobile” and 10 means that you are “extremely likely to recommend Freedom Mobile”.
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Prior to Freedom Mobile, which one of the following wireless service providers, if any, did you have a service plan or line with for your primary mobile device?* This field is required.
None – Freedom is my first mobile provider
Bell
Chatr
Fido
Fizz
Koodo
Lucky
Public
Rogers
TELUS
Videotron
Virgin
Other
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Please rank the top 2 reasons that prompted you to leave your previous wireless provider?* This field is required.
PRICING / OFFERS
NETWORK / SERVICE AREA / CONNECTIVITY
PLAN FEATURES / DEVICE OPTIONS
CUSTOMER SERVICE
Other
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You mentioned that Pricing/Offers was one of the reasons you were prompted to leave your previous provider, of the options below which one more specifically represents why you were prompted to leave?
I incurred roaming charges / there were too many roaming charges
It was too expensive
I saw a better offer from Freedom Mobile
Other
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You mentioned that Network / Service Area / Connectivity was one of the reasons you were prompted to leave your previous provider, of the options below which one more specifically represents why you were prompted to leave?
I experienced network issues with my previous provider
Overall network problems or connectivity issues
I experienced reception issues / dropped calls
I experienced texting/messaging issues
I experienced data issues
I experienced issues with the provider’s network
I experienced issues with the provider’s roaming network
Other
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You mentioned that Plan Features / Device Options was one of the reasons you were prompted to leave your previous provider, of the options below which one more specifically represents why you were prompted to leave?
I was not satisfied with the features of my previous plan
I needed bigger data options / more data
I want/prefer a prepaid service plan
My bundled deal was expiring
I needed / wanted a new device
Other
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You mentioned that Customer Service was one of the reasons you were prompted to leave your previous provider, of the options below which one more specifically represents why you were prompted to leave?
My previous provider did not have good customer service
My previous provider could not solve my issues/problems
I experienced long wait times with customer service
I had a negative interaction with a customer service representative
I experienced billing issues / disagreements about billing
My previous provider failed to deliver on what was promised to me
Other
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You mentioned that Other was one of the reasons you were prompted to leave your previous provider, of the options below which one more specifically represents why you were prompted to leave?
A friend or relative recommended Freedom Mobile to me
The contract ended and I wanted a change
I received a wireless device from my work
Other
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Where, if at all, did you seek/get information or do research about wireless service providers before choosing Freedom Mobile?* This field is required.Please choose all that apply
I did not seek/get any information or do any research
Friends/Relatives
News articles
Printed advertising (brochures, magazines, flyers)
Online blogs or forums
Third party customer review websites
Service provider websites
Social media (e.g., Facebook, Twitter, etc.)
Service provider store employees/associates (in-store)
Service provider customer care centres (by phone)
Service provider customer care centres (by email)
Service provider customer care centres (via online chat)
Other
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In the month leading up to joining Freedom Mobile what types of advertising (for Freedom Mobile) did you see or hear?* This field is required.Please select all that apply
Did not see or recall any advertising
Television
Radio
Online
Newspaper
Magazine
Facebook
Twitter
Instagram
Email
In-store at Freedom Mobile location
Posters, billboards or other outdoor ads
Other
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Which, if any, of the following wireless service providers did you consider besides Freedom Mobile?* This field is required.Please select all that apply
I did not consider any other wireless providers
Bell
Chatr
Fido
Fizz
Koodo
Lucky
Public
Rogers
TELUS
Videotron
Virgin
Other
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What were the main two reasons why you ultimately chose Freedom Mobile instead of another wireless service provider?* This field is required.
Pricing / Offers
Network / Service Area / Connectivity
Plan Features / Device Options
Plan Ease
Customer Service / Freedom Image
Advertising / Recommendations
Retail
Other
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You mentioned that Pricing/Offers was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?Please choose all that apply
Better overall pricing / plan rates
Special promotion/offer
Better price of wireless device
Better data plans
Other
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You mentioned that Network/Service Area/Connectivity was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?Please choose all that apply
Better network coverage/experience
Wider service area
Other
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You mentioned that Plan Features/Device Options was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?Please choose all that apply
Better plan options/features
Shorter contract options
Better roaming options
Offers prepaid service plans
Had the wireless device I wanted
Other
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You mentioned that Plan Ease was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?Please choose all that apply
Plans are easy to understand
Can change plans without hassles or fees
Other
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You mentioned that Customer Service/Freedom Image was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?Please choose all that apply
Good reputation/Image
Has better customer service
Other
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You mentioned that Advertising Recommendations was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?Please choose all that apply
Advertising (TV, online, social media, in-store, email etc.)
Recommendation from a friend or relative
Other
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You mentioned that Retail was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?Please choose all that apply
Freedom Mobile store nearby
Freedom Mobile staff
Freedom Mobile offer through my employer
Other
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You mentioned that Other was one of the main reasons you chose Freedom Mobile, of the options listed below which one more specifically represents why you chose Freedom Mobile?
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What specific offers from Freedom Mobile attracted you? Please be as detailed and specific as possible.
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As a new Freedom Mobile customer, how familiar are you with the following?* This field is required.
Pick an answer
PIN (access number used to get information about your account)
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
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My Account website / app
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 1, Column 0
Trade-Up Program
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 2, Column 0
Difference between Freedom and Freedom Nationwide networks
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 3, Column 0
Coverage area of the Freedom Network
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 4, Column 0
Features of your plan (e.g., amount of data, text, calling)
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 5, Column 0
Trade-in Program
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 6, Column 0
Phone Protection Plan
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 7, Column 0
Data throttling
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 8, Column 0
MyTab
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 9, Column 0
Wi-Fi Calling
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 10, Column 0
PIN (access number used to get information about your account)
My Account website / app
Trade-Up Program
Difference between Freedom and Freedom Nationwide networks
Coverage area of the Freedom Network
Features of your plan (e.g., amount of data, text, calling)
Trade-in Program
Phone Protection Plan
Data throttling
MyTab
Wi-Fi Calling
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 0, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 1, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
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Row 2, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
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Row 3, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
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Row 4, Column 0
Pick an answer
Extremely Familiar
Very Familiar
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Row 5, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
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Row 6, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 7, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
Not at all Familiar
Row 8, Column 0
Pick an answer
Extremely Familiar
Very Familiar
Somewhat Familiar
Not Very Familiar
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Row 9, Column 0
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Very Familiar
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Do you recall being presented with TradeUp Program as an option when you joined Freedom Mobile?* This field is required.
Yes, it was presented to me as an information
No, it wasn't presented to me during my sign-up process
Unsure
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Have you upgraded to a new phone when you first signed up with Freedom?* This field is required.
Yes
No
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Did you decide to upgrade using the TradeUp program?
Yes, my new device is part of the TradeUp Program
No, I decided not to upgrade with the TradeUp Program
Unsure
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Which benefit of the TradeUp program influenced your decision the most? Please select one
Affordability of a low monthly payment for a high-quality new device
Avoid paying the full price for a device I have no intention of keeping when I upgrade again
Having the option to keep the device if I love it but can return it and upgrade if I don’t
Not accumulating old devices that I don’t plan to use anymore
Environmentally conscious program that allows for the refurbishment and reuse of devices while in good condition then be recycled at the end of their lifecycle
Other
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Please tell us what discouraged you from upgrading with the TradeUp program.
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Ok
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Based on your experiences with Freedom Mobile so far, how do you feel about the network?* This field is required.
The network exceeds my original expectations
The network meets my original expectation
The network is worse than my original expectations
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Who is the Primary user of the Freedom wireless number?* This field is required.
Me
Spouse
Parent(s)
My Child
Friend
Other family members (Siblings, Grand Parents, Grand Children)
Employee/ Employer
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Is there anything else you would like to share with us today?
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Ok
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THANK YOU FOR TAKING PART IN OUR SURVEY!

Click "Submit" to save your responses.

If you have any further questions or need support with something, please feel free to contact us by clicking below:

Web Messaging - https://www.freedommobile.ca/en-CA/contact-us-menu/live-message

WhatsApp button – https://frdm.mobi/WhatsApp

Apple Business Chat button – https://frdm.mobi/AppleBusinessChat
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THANK YOU FOR TAKING PART IN OUR SURVEY!

If you have any further questions or need support with something, please feel free to contact us by clicking below:

Web Messaging

WhatsApp

Apple Business Chat
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