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Citizen Satisfaction Survey of the Comcast Corp. . ~ 4 , CIlY~tt ~ . . . iey Citizen Satisfaction Survey of the Corr'cast Corporation Conducted as Part of the Ascertainment Phase of the CabBe Franchase Renewral Process Date Issued: April 18, 2006 ~ ~ . Table of Corltents Executive Sufnrnary 3 ~ Survey OvePVaew .............................................................................................................5 . ~ Section A- Characteris#ics of Respondents ..........................................................7 . Section B - Customer Service ..................................................................................11 ; , Section C- Cornrnunityy IVeeds and Interests 16 ' Section D - L.ocal Public Access ..............................................................................19 Section E- Internet lJsage 22 ~ Conclusion and Recornrnenclations 24 Appendix - I (Svrvey Questions) ..............................................................................28 i4ppendix - II (Open-ended Responses) .................................................................43 r . -2- ~ Executive Surnrnary The first step in the cable franchise renewal process is the ascertainment phase, in which the City evaluates the past performance of Comcast and assesses the future cable-related needs of the community of Spokane Valley. As part of the ascertainment phase a survey was conducted to evaluate Comcast's ability to provide cable related services to our community. This survey was conducted in order to analyze the performance of-the cable operator Comcast as well as some of the characteristics and needs of the community. Clearwater Research, Inc. ("Clearwater') conducted a random telephone survey of City residents utilizing a survey instrument designed by City staff with the assistance of Clearwater. This telephone survey involved 454 randomly selected Spokane Valley residents, both Comcast subscribers and non-subscribers and occurred over a three week period during May and June of 2005. The calls were made at different times of the day, on different days of the week, and in all zip codes, in the city in an attempt to reach all segments of the population in the City. The following survey results have a margin of error of 4.9%. This margin of error indicates that if the study . were replicated city-wide, the results would fall within 4.9 points of the findings reported in this narrative 95 times out of 100. The survey consisted of approximately 50 questions; depending on how a respondent answered, and it took approximately six to seven minutes to administer the survey. The interviews took place on different days of the week and at different times of the day in order to encompass all segments of the population. Based on the information gathered throughout this survey, certain important issues regarding the cable service became apparent. The first is that the driving criticism behind the majority of the respondents was the "cost" of cable services in the area. Several key areas of cable services were analyzed and the price charged for cable related services was the primary area of dissatisfaction among those surveyed VVith regard to customer service, this report reveals that the majority of those surveyed (88%) thinks that Comcast provides good to excellent service when visiting the local office. For those who called Comcast for a variety of reasons, 78% think that the service was good to excellent as well. The ability of Comcast to provide a high level of customer -3- , service is also seen in such areas as installation and repair service, with a satisfaction rating of 95% for both categories. The overall satisfaction among those surveyed with regard to sound quality, picture quality, and system reliability is also highly rated at 97%, 96%, and 95% respectively. Dispute resolution, billing practices, and change notification also have a high level of satisfaction, ranging from 84%-89% while 78% of respondents were satisfied with the variety of programming. Only 38% were satisfied with the cost of cable television. Most respondents (90%) felt that emergency broadcast and weather updates were important while 47% placed a high degree of importance on having high definition programming. Less important to respondents was personal video recording (22%) and video-on-demand (21 Customized programming packages, often referred to as a la carte programming, also received only mild support, as only 33% of respondents supported this option. With respect to the local public access portion of this survey, this survey indicates that nearly one-third of those surveyed find public, educational and government (PEG) broadcasting to be either important or very important to our community. Programs such as Spokane Valley arts, history and culture; city government meetings; K-12 school activities and instructional courses; public safety and courses; and special events from local colleges and universities are the most desired programs that subscribers would like to see. Many residents are also utilizing Comcast to supply internet service, with 26% of respondents subscribing to Comcast high-speed internet. Of those, most respondents spend 1-5 hours per day on the internet. The cable system may also be supporting a large number of phone service users in the future, as 29% of respondents thought that internet phone service through Comcast was either very important or important while another 20% thought it was somewhat important. The following narrative analyses the results of the survey and concludes with a summary and recommendations. -4- . ~ SI,IPVey OVefV1eW! The City of Spokane Valley ("Cityn) incorporated as a city on March 31, 2003. At the time of incorporation the City inherited the cable franchise agreement between Spokane County and the Comcast Corporation ("Comcastp). Comcast is the only provider of cable television services in the City, and has approximately 22,000 subscribers in the City. This franchise agreement expires on September 4, 2006. Comcast invoked the new franchise process as established by the Federal Cable Act of 1984 and the Federal Telecommunications Act of 1996. The first step in the cable franchise renewal process is the ascertainment phase, in which the City evaluates the past performance of Comcast and assesses the future cable-related needs of the community of Spokane Valley. As part of the ascertainment phase, a survey was conducted to evaluate Comcast's ability to provide cable related services to our community. The analysis of this data enables The City to consider whether: A. Comcast has substantially complied with the material terms of the existing franchise and with applicable law; B. The quality of Comcast's service has been reasonable in light of community needs; C. Comcast has the financial, legal, and technical ability to provide the services, facilities, and equipment set forth in the proposal; D. Comcast's proposal is reasonable to meet the future cable-related community needs and interests, taking into account the cost of ineeting such needs and interests. This survey was conducted in order to analyze the performance of the cable operator Comcast as well as some of the characteristics and needs of the community. Clearwater Research, Inc. ("Clearwater") conducted a random telephone survey of City residents utilizing a survey instrument designed by City staff with the assistance of Clearwater. This telephone survey involved 454 randomly selected Spokane Valley residents, both Comcast subscribers and non-subscribers, and occurred over a three week period during May and June of 2005. The calls were made at different times of the y day, on different days of the week, and in all zip codes in the city in an attempt to reach all segments of the population in the City. The following survey results have a margin of error of 4.9%. This margin of error indicates that if the study were replicated city- -5- , wide, the results would fall within 4.9 points of the findings reported in this narrative 95 times out of 100. The survey consisted of approximately 50 questions, depending on how a respondent answered, and it took approximately six to seven minutes to administer the survey. In some instances, a number of questions in the survey received a high level of "don't knov►" (DK) responses. The proportion of respondents giving this reply is shovvn in the full set of responses included in the appendix of this report. However, these DK responses have been removed from some of the analyses (those requiring a satisfaction rating or level of importance rating) presented in this report. ' In other words, some tables and graphs may only display the responses from respondents who had an opinion about a specific item. The questions that have had the DK responses removed are those that involve satisfaction responses or level of importance responses. Some questions allowed respondents to select multiple answers. The analysis of these questions showrs the percentage of total respondents that were asked the question who selected each answer. The total percentage of these questions, therefore, will exceed 100%. The results of the survey fell into four categories. Section A of this report briefly summarizes the characteristics of both the current cable subscribers as well as the non- subscribers in the Spokane Valley area. Section B examines the cable subscribers' satisfaction with Comcast's customer service. Section C examines the cable-related community needs and interests. Section D evaluates the local public access (PEG) issue and examines the community's desire for future PEG programming. Section E briefly examines the community's internet usage and the subsequent characteristics surrounding those surveyed. -6- Section A- Characteristics of Respondents Of the 454 residents surveyed, 75% (341) were currently cable subscribers, while 25% (113) were not cable subscribers. Number of Subscribers and Non-subscribers Surveyed yT. \ Non- w,. \ subscribers 25% /Subscribers ! 75% ~ Non-Subscriber Analysis Non-subscribers were asked why they have never subscribed to cable TV (multiple answers allowed). Forty-nine percent (49%) of respondents selected cost as a reason. Twenty-six percent (26%) said it was because they either do not watch N at all, or do not have the time to watch N, while 21 % said it was because they already subscribe to a satellite provider. Three percent (3%) acknowledged that it was due to objectionable programming that they had never subscribed to cable. Reasons for Never Subscribing Cost No Tme/Don't Watch ` 26°0 Satellite Subscriber 21 % 1 Other 15% r k ~ D Objectionable Programming 3 /o i 0% 5°16 10°As 15% 20% 25% 30% 35% 40% 459G 50°b % Responses -7- Those who were previously cable subscribers but had discontinued service were asked why they stopped subscribing to cable (multiple answers allowed). The most common response (65%) was cost, while changing to a satellite provider (15%) and service issues (15%) were the next two most frequent reasons for canceling service. Sixteen percent of the responses (16%) indicated that service was cancelled due to either too much objectionable programming or lack of interesting programming. Reasons for Stopping Subscription rf Cost 65°l0 , ~ 15% k Satellite Subscriber ~ Service Issue 15% E::. . . . . . . . . . . . € ~,s1 C E ; $p~{ - Lack of Programming 1 , Objectionable Programming g°fo ~ 0% 10% 20°k 30% 40% 50°k 60% 70% % Responses Current Subscriber Analysis When current cable subscribers were asked what level of service they subscribed to, 54% responded with the Basic Service Tier (local channels and 75 total channels) at a current cost of $46.49 per month. A total of 24% subscribe to the Digital Service Tiers (including local channels), which include the Digital Classic, Digital Plus, Silver, Gold, and Platinum tiers, currently $55.48, $59.48, $75.48, $88.48, and $105.48 respectively per month. Twenty percent (20%) of those surveyed subscribe to the Limited Basic Service Tier (local channels 33 total channels), which costs $15.95 per month (as of January 2006). Current cable subscribers were also asked whether or not they subscribe to any premium channels, such as HBO or Showtime, in addition to their current service package. Only 15% of respondents report having a premium channel. -8- Those surveyed were asked how much television they watch each day, and the vast majority (78%) watches between one and five hours. Subscribers were also asked how long they had been cable N subscribers. The length of time subscribers have subscribed to cable in the Spokane Valley area ranges from less than one year to over finrenty years. Length of time subscribers have had cable service 140 120 100 ~ 80 - N so 7\ _ 50 40 - 30 32 20 - 20 0 >1 year 1- 5 years 6- 10 years 11 - 15 years 16 - 20 years 21+ years Fifty-five (55%) percent of subscribers reported having one or two TV's connected to cable, while 34% reported having three or more N's connected. Subscribers were questioned as to which programming they currently watch on cable TV. The top five answers given were news, major nefinrorks, sports, movies, and science and documentary programming. -9- P.rograrn_s CutT-entIy-W-atqhe-4 q : . . _ News? 36% n< , . , , . . . , . , > Major Networks 35% , . , „ - ~ Sports s ~ 33% ~ . y ~ Movies ~ 31/O , _ > < ~ 22°Ifl ' Science/Documentaries F ~ 0% 5% 10% 15% 20% 25% 30% 35°k 40% % Responses The information obtained indicates that the majority of cable subscribers surveyed subscribes to the Basic Service tier, has one to two TV's linked to cable, watch 1 to 5 hours of TV per day, has subscribed to cable TV for 1 to 5 years and watch a wide variety of programming. - l0- Section B - Customer Service The following analysis examines the customer service of Comcast with the purpose of determining if Comcast has been meeting the needs of the City's residents. Topics in this section include local Comcast office visits, customer service calls made to Comcast, and other customer service features. Local Comcast Office Visits Twenty-eight (28%) of those surveyed indicated that they had visited the local Comcast office. Of that 28%, 56% did so to return or pick-up equipment, while 24% did so to pay a bill (multiple answers allowed). Reasons for Visiting Comcast Office . . . . . _ _ Retum Pick-uP E4uiPment ~ `56% ~ , Pay Bi11 24% ~ r f :.t.,,~.-r...4~...... 12°l0 ' Change type of service E ~ ; °o t ~ Billing Questions : 9 . E k ~ sio Other ` ~ ► /e- 0°k 10°/u 20% 30% 4096 50% 60% % Responses Subscribers were asked to rate the level of service they received when visiting the Comcast office. Forty-seven percent (47%) reported receiving excellent service, 41 % reported receiving good service, 6% reported receiving fair service, and 6% reported receiving poor service. -ll- Service Satisfaction Good Service 41 % ~ u 4 a 41{ ~Fair 6% Excellent Service 47% Poor 6% Those surveyed were asked which services they felt should be offered at a local Comcast office. The three most requested services were face-to-face customer service, bill paying, and a place to return equipment. Currently, no Comcast office exists in the City, the closest office being located in Spokane, WA at 1717 East Buckeye Avenue, which is 8.1 miles from the Spokane Valley City Hall (approximately a 20 minute drive). Customer Service Calls Made to Comcast Fifty-one percent (51 of those surveyed had called Comcast for other reasons than installation. Percentage of Subscribers that Called Comcast celled comcast, 519G i Did not Call Comcast 499L Of the 51 % of those who did call Comcast, 27% called in regards to signal quality problems, 25% cafled in regards to loss of cable service, another 22% called in regards to changing their type of service, and 20% called in regards to billing questions. - l2- Reasons for Calling Comcast Signal Quality Problems 27°0 . , Loss of Service ; 25°0 ~ r , , . , . . . Change Type of Service 22% ~ Billing Questions 20°lo ~ : . . , . , _ . . ' Other 19% ~ .~t ~0°/. 5% 10°/. 15% 20°/. 25Y. 30% % Responses With regard to the response of customer service representatives, seventy-one percent (71 of those who called report not receiving a busy signal, while 10% report receiving a busy signal upon calling. Seventy-two percent (72%) of those who called report having to wait 1 to 5 minutes for a representative, approximately 8% report having to wait 6 to 10 minutes for a representative. Seventy-eight percent (78%) report receiving good to excellent service, 12% report fair service while 10% report poor service. This signifies that the vast majority of customers were helped by the Comcast representatives in a timely manner, and that they were happy with the customer service provided. Level of Satisfaction Among Callers Good to Excellent Service 78% .k.i 5 k'..,Sh ` \ poor Fair 10% 12% -13- Problem Resolution Of the 211 respondents surveyed who either called and/or visited the Comcast office concerning a problem, 43% report receiving same day service while 10% report receiving next business day service. Twenty-five percent (25%) did not recall how long it took Comcast to begin working on the problem. Subscribers were asked to give their opinion as to what action they would take if Comcast was unable to resolve a problem. The top five answers given were that 35% would choose to disconnect their service with Comcast, 26% would switch to a satellite provider, 15% would choose "other" methods, 5% would choose to lodge a complaint with Comcast, and 2% would call the Federal Communications Commission. No respondents reported that they would contact the City. The City's name and phone number is listed as the local franchise authority on Comcast subscriber bills and is the preferred next step after contacting Comcast. This would indicate that the city needs to better inform the citizens that this option exists to them. Customer Service Features Cable subscribers were asked about their degree of satisfaction in regard to a variety of Comcast customer service features. Respondents were giving the option of choosing one of four satisfaction levels: very satisfied, somewhat satisfied, somewhat dissatisfied, and very dissatisfied. The overall satisfaction level was calculated by combining both the very satisfied and somewhat satisfied responses. Overall Satisfaction I i Installation of Services Repair Services : 95°M r - - - _ _ Customer Service Rep Knowledge • , , Dispute Resolution $~`a: . , . Billing Practices E? ` 86°l0 Notification of Change In Services 10% 20% 30% 40% 50% 60% 70°/a 80% 90% 100% 13 % Satisfaction I -14- The average level of satisfaction among the six categories listed in the graph above was 90% with all categories rating 84% or higher. This suggests that the overall level of satisfaction among the cable subscribers was high and that the vast majority of cable subscribers felt that Comcast was meeting their needs in these areas. Quality and Value of Cable Service When asked to rate their level of satisfaction among cable service issues, again the overwhelming majority were satisfied with issues such as sound quality, picture quality, system reliability, and the variety of programming. However, the issue of the cable rates that Comcast charges its customers was an area that saw little satisfaction. Overall Satisfaction ; , Sound Quality ['7 ~ ~ . „ ~ Picture Quality . ' 96%11 ~ € F System Reliability 94 ' . , . , Variety Of ?8°I► Programming : . ~ i - ~ - ~ , , , :....._.Y...,.._.,.".,' .._..~.z--- ~ Cable Rates 38% 0% 70% 20% 30% 40% 50% 60% 70% 80% 90% 100% % Satisfaction -15- Section C- Community Needs and Interests Cable Service Features Part of the ascertainment phase of the cable franchising process is to determine the cable-related needs and interests of the community. Cable subscribers were asked to rate the importance of features available in the cable industry in various markets around the country. Respondents were given the choices of very important, important, somewhat important, or not at all important. Overall importance was calculated by combining the very important and important responses. The overwhelming majority (90%) of those surveyed believed that it was important to have emergency broadcasting and weather updates. Slightly less than half (47%) believed that high definition programming was important, while personal (digital) video recording (22%) and video on demand (21 were rated low as to their importance. Overall Importance of cable service features Emergency Broadcast goa/ and Weather Updates ~ < High Definition Prog 47% r>_ . . . Personal Video Recording ~ ~ Video on Demand 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 1 a% Importance I Customized Proqramminq Packaqe Most respondents (67%) indicated that they would be either somewhat unlikely or very unlikely to purchase a customized programming package that includes a minimum monthly connection fee and an additional charge per selected channel. - 16- Purchase of Customized Package Very likely 12% Somewhat likely 21% Very unlikely ~V_A 39% 41 Somewhat unlikely 28% Future Cable Decision When considering which of the following matters the most with regard to non- subscribers' future decision to subscribe to cable TV service, 35% responded with the price that Comcast charges, 4% responded with availability of quality programming, 4% responded with the choice of channel packages that Comcast offers, 3% responded with "don't know", 1% responded with the level of customer service provided by Comcast, and 1% responded with Picture/Sound Quality. Forty percent (40%) responded with "all are equally important~. When asked which of the following matters the most with regard to subscribers cable N service, the majority of respondents (59%) indicated that "all are equally important" with respect to Price, Availability of Quality Programming, Choice of Channel Packages, Picture/Sound Quality, and Customer Service. Twenty-four percent (24%) indicated that price matters most. Proqramminq Preferences When asked which type of programming subscribers would like to see more of, the top five responses included movies, family programming, science and documentary programming, educational programming, and major nefinrorks. (This question received a high level of DK responses -110 total DK responses) - 17- Programs Respondents Would Like to See More of . ` 21% Movies : ~ ~ . . , . Family Programming 13% z ~ Science/Documentaries p~_._.._._ . ' . ~ ~ k . ~ . . ~ : . Educational Programming 11 °10 ' ; . o ; Major Networks 5 lo } 0% 5% 10% 15% 20% 25°h % Responses - Ig - Section D- Local Public Access Public. Educational Government Pro4rammincjPEG Accessl The following material covered in this section will provide an analysis of Public, Education, and Government Channels, also known as "PEGn. Pursuant to the Cable Act of 1984 and the Telecommunications Act of 1996, franchising authorities may require cable operators to set aside channels for public, educational, or governmental use. Public access channels are available for use by the general public. The public can produce their own program and broadcast it over the public access channels. These channels are usually administered either by the cable operator or by a third party designated by the franchising authority. Educational access channels are used by educational institutions for educational programming. Time on these channels is typically allocated by either the franchising authority or the cable operator among local schools, colleges and universities. Governmental access channels are used for programming by agencies of local government. In most jurisdictions, the franchising authority directly controls these channels. A city, for example, may choose to broadcast city council meetings for greater public access to important information PEG channels are not mandated by federal law; rather they are a right given to the franchising authority, which it may choose to exercise. The decision whether to require the cable operator to carry PEG programming is up to the local franchising authority. - 19- ImQortance of PEG to Spokane Valley Residents Importance of PEG ~ . . ....23% . Very Important f Important 9 ~a Somewhat Important . M-M,;,. . ,-.y- ,u y, . Not At All Important 34/j 0% 5% 10% 15% 20% 25% 30% 35% 1 o % Importance I Sixty-five percent (65%) believe that PEG is a somewhat important to very important aspect to the programming in our community. The remaining one-third thinks that it is not important at all. Desired Pro4ramminq on Local Access Channels When asked what types of programs subscribers would like to see on local access channels, the top five responses given were (1) programs about Spokane Valley arts, history, and culture; (2) city government meetings; (3) K- 12 school activities and instructional courses; (4) public safety and emergency information; and (5) courses and special events from local colleges and universities. -20- ; Programs Respondents Would Like to See on Local Access Channels : o Don't Know 53 /o r .-s I Programs About SPV 10°l0 ArtsMistJCulture 0 City Gov't Meetfings 8lo s ~ E T~ K-12 Activities/InsVuctional ; g ° Public Safety 8 Emergency 7% I Info ~ 0% 10% 20% 30°/. 40°i6 50°V. 609L % Responses Those surveyed were asked if they had ever used the local public access TV Studio, portable equipment, or ever taken part in access (PEG) training. Ninety-eight percent (98%) answered "no," while onfy 2% answered "yes". Local Public Access Studio Usage Yes 2% a~- No 98% -21- Section E - Internet Usage Comcast currently offers high speed internet service to City residents. This report briefly analyzes the internet usage in this area in order to determine the capacity demand on the cable system as a whole, as well as to see if the future cable related needs of the community could possibly be affected by an increased demand of internet services in our area. When asked how current cable TV subscribers connect to the internet, 33% indicated that they currently use a dial-up modem, 26% indicated that they currently use Comcast's cable modem, 12% indicated that they use a digital subscriber line (DSL), and 1% said they used wireless internet services. Twenty-six percent (26%) indicated that they do not have any internet services in their homes, while 2% responded with a "don't know" response. Various Internet Connections Dial-up Modem ` 33°10 Comcast Cable Modem i No Internet Services 26% DSL 12°~ 1 wreless Internet 1% Services 77~ 0% 5% 10% 15% 20% 25% 30% 35% % People Next, those surveyed were asked how much time per day they spent on-line. Fifty percent (50%) indicated that they spend one hour or less per day. Another 21 % indicated they spent finro hours per day, while 20% indicated they spend three to five hours per day on-line. The remaining 10% responded with six to fourteen hours per day. - 22 - Amount of Hours per Day on the Intemet 35% 30% , i 25% % People . , . 20% 2"1% 21% ' ZU°!o 15% 0% 10% - 5°k - 0% Less than 1 hour 1 hour 2 hours 3-5 hours 6-14 hours Subscribers were also asked about the importance of Comcast offering to provide internet phone service in this area. Forty-one percent (41 responded with Not At All Important, 20% responded with Somewhat Important, 17% responded with Very Important, and 12% responded with Important. Importance of internet phone service Very Important ' 17i6fm ; ~ . ~ ` , i f 1i r ~ i Important ,y7,2% i ~20%' . Somewhat Important In, ~s yv Not At All Important 41% . . ~ 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% % Importance With regard to the future use of the internet by those surveyed, the top five answers given were (1) conducting financial transactions online; (2) sharing photos, music, or videos; (3) telecommuting; (4) video games over the internet; and (5) interactive communication with government officials. _7j_ Conclusion and Recommendations According to the survey, 75% of respondents are subscribers to Comcast's cable television services, indicating that a large majority of households in the City utilize cable television services. The cost of cable service offered by Comcast was the prevailing theme in this survey report, with 49% of those who had never subscribed to cable indicating that cost was the main reason, and 65% of those that stopped subscribing to cable stating the price was the reason. In addition, 83% of subscribers included price as an item that matters most in regard to their cable service and 75% of non-subscribers selected price as one of the items that matters most in regard to their future decision to subscribe to cable. The cost of cable service also had the lowest satisfaction rating of all cable service topics at 38%. While Comcast has implemented a senior and disabled discount for qualifying subscribers on their limited basic tier, the overall perception in the community remains that cable television is too expensive. Twenty eight percent (28%) of subscribers have visited the local Comcast office primarily for the purpose of dropping off equipment or paying a bill. Currently, Comcast has no office in the City, nor do they have a payment or drop-off facility. Several comments were received from subscribers who would like a Comcast outlet in the City. Most subscribers who visited the office in Spokane reported receiving excellent or good service. It is recommended that efforts be made to have a Comcast payment and equipment drop-off site in the City. Fifty-one percent (51 of subscribers have called Comcast for reasons other than installation and most (72%) had to wait five minutes or less, although 10% reported receiving a busy signal. Seventy-eight percent (78%) reported good to excellent service while 10% reported poor service. Comcast has maintained a customer service center with a toll-free telephone number according to the terms of the existing franchise agreement. Most subscribers calling in are accommodated in a reasonable amount of time. Twenty-five percent (25%) of those calling Comcast did so because of a service outage. Service outages may contribute to a high volume of calls that may result in a busy signal, explaining the 10% of callers that received a busy signal. Signal outages do -24- I not, however, appear to be a frequent occurrence according to other customer service results. Of those respondents who could recall when Comcast worked on their problem, most indicated that Comcast began work on the same or next business day. Respondents were also asked what they would do if Comcast was unable to resolve a problem. Most indicated that they would cancel their service or switch to satellite. IVo one said that they would contact the City, and only eight respondents knew that contacting the FCC was an option. Many cities have chosen to provide information on their websites instructing citizens how to proceed with cable service disputes. When asked about Comcast customer service and the quality of their cable service, the vast majority of respondents stated that they were very satisfied or somewhat satisfied. Variety of programming had the lowest level of satisfaction at 78%. Comcast has begun offering'a family tier of programming as well as many video on demand shows to increase programming options for subscribers., When presented with the option of selecting a customized programming package, only 33% of respondents indicated that they would be very likely or somewhat likely to take advantage of this programming option. In regard to the future cable-related needs of the community, respondents answered that price is the most important aspect of cable, emergency broadcast notification, weather updates, and high-definition programming are important features, and they would like to see more movies, family, and educational programming. In addition to the programming features and cost discount mentioned earlier, Comcast is also providing high-definition broadcasts to meet the needs of the community. < Public, educational, and government (PEG) programming has been coupled with cable television for most of its existence. Public access has given residents a voice throughout their community; educational access has allowed residents to participate in distance learning; and government programming can allow residents to have access to their governing bodies and allow the government agencies to be accountable to their constituents. As a new city, Spokane Valley does not have government programming, is served by the educational programming of the Cable Advisory Board for Learning and Education, and its residents can continue to access Comcast's public access facility - 25 - through the life of the current franchise agreement (through September 4, 2006). The City is allowed to negotiate for PEG-related capital support from Comcast but the City must provide operational support. When asked about PEG, 65% of respondents believed that PEG is somewhat important to very important. Thirty-four percent (34%) thought that PEG was not at all important. The City is continuing to collect comments in on PEG, as this appears to be one the most difficult choices facing the City during franchise negotiations. Respondents were asked what type of programs they would like to see on PEG channels. While no type of programming received an overwhelming response, the two most popular responses reflected a desire by residents to see programming specific to Spokane Valley (Programs about Spokane Valley arts, history, and culture and government meetings). There was less interest in using the public access facility, with only 2% of respondents indicating that they had ever used the current facility. If the City decides to continue providing public access, it may want to consider examining ways to increase the public's knowledge about this service. Comcast currently provides internet service to 26% of those surveyed, which suggests that there is a moderate demand placed upon the system and that future increases will certainly place an even greater demand upon the cable system as a whole. There was a moderate amount of interest expressed in phone service offered by Comcast, with 29% of respondents indicating that this service was important or very important and another 20% indicating it is somewhat important. Comcast rolled-out their phone service in the City after this survey was completed. Comcast continues to upgrade their system to match demand and take advantage of technological innovations. Comcast has upgraded their system state-wide, utilizing fiber-optic lines. They have also added 200 customer service representatives in the state of Washington to handle sales, billing, repair, and internet calls. Locally, Comcast has is now offering high definition channels, digital video recording, video-on-demand, and digital telephone service. The City is conducting a technical review of the local Comcast system in April of 2006, and will be conducting another, public hearing in June of 2006. The results of the citizen satisfaction sunrey indicate that most subscribers are satisfied with the performance of Comcast. City residents could be additionally served by having Comcast list the basic service tier and associated price as an option on their website, -26- and to have customer service representatives include this option when asked to provide a list of available service options. In addition, the added convenience of an equipment drop-off and/or payment site in the City will also benefit the City residents. It is also recommended that the City gather additional information on PEG and allow for the possibility of capital funding and the utilization of PEG channels in the future. -27- Appendix - I (Survey Questions) 05-391 Spokane Valley Cable Survey After the introduction, alternatives and general information gathering (location of household, zip code, etc.), the substantive questions pertaining to cable television service actually begin with question # 10. Percentages are rounded to the nearest whole number (or tenth) and therefore answers to ' some questions may range from 99 to 10 1%. Questions pertaining to levels of satisfaction have the "DK" and "Refused" responses listed; however, they are not calculated into the analysis in order to accurately determine the specific levels of satisfaction (X) = Number of responses (1VIA) = Multiple Answers Allowed (Percenta.ges shown are of total respondents selecting each answer; total percentages do not equal 100%) 10) Does your household currently subscribe to cable television? 1 YES (341) = Skip to question 30 75% 2 NO (113 On to question 15 25 % 7 DON'T KNOW (0) 0% 9 REFUSED (0) 0% 15) Has your household ever subscribed to cable television in Spokane Valley? 1 YES (52) - Skip to question 25 46% 2 NO (58) - On to question 20 51% 7 DON'T KNOW (3) 3% 9 REFUSED (0) 0% 20) For what reasons have you never subscribed to cable TV in Spokane Valley? (MA) 11 NOT AVAILABLE (1) 2% 12 COST (30) 49% 13 SATELLITE SUBSCRIBER (13) 21°/O 14 NO TIME/DON'T WATCH TV (16) 26% 15 POOR REPUTATION OF CABLE COMPANY (1) 2% 16 LACK OF INTERESTING PROGRAMS (0) 0% 17 TOO MANY OBJECTIONABLE PROGRAMS (2) 3% - 28 - 18 PREFER LOCAL Ch[ANNELS (0) 0% 19 OTHER (9) 15% 77 DON'T KNOW (1) 1% 99 REFUSED (0) 0% 25) Why did you stop subscribing to cable TV? (MA) 11 MOVED/NOT AVAILABLE (1) 2% 12 COST (34) . 65°/O 13 SATELLITE SUBSCRIBER (8) 15% 14 NO TIME/DON' T WATCH TV (1) 2% 15 SERVICE ISSUE (8) 15% 16 LACK OF INTERESTING PROGRAMS (4) 8% 17 TOO MANY OBJECTIONABLE PROGRAMS (4) 8% 18 PREFER LOCAL CHANNELS (1) 2% 19 OTHER (2) 4% 7 DON'T KNOW (0) 0% , 9 REFUSED (0) , 0% 30) How many years have you subscribed to cable TV in Spokane Valley? YEARS 666 LESS THAN ONE YEAR 777 DON'T KNOW 999 REFUSED NOTE: ROUND TO WHOLE YEAR Year(s) # Of Subseribers Years # Of Sulbscribers Years # Of Subscribei-s . >1 ~ 30 ~ 11 ~ 2 ~ 22 ~ 2 1 19 12 10 23 0 2 27 13 2 24 4 3 26 14 1 25 5 4 18 15 35 26 0 5 30 16 2 27 0 6 9 17 1 28 0 7 12 18 9 29 1 8 14 19 0 30 6 9 7 20 20 40 2 10 30 .21 0 -29- ■ >1 year - 30 subscribers ■ 1 to 5 years -120 subscribers ■ 6 to 10 years - 72 subscribers ■ 11 to 40 years -102 ■ 17 refused to answer this question 35) Which of the following levels of cable service. do you subscribe to: (Only if #10=1 - yes) 1 Limited Basic (69) 20% 2 Basic (184) 54% 3 Digital Package (82) 24% 7 DON'T.KNOW (6) 2% 9 REFUSED (0) 0% 40) Do you subscribe to any premium channels, such as HBO or Showtime, in addition to your service package? 1 YES (50) 15% 2 NO (291) 85% 7 DON'T KNOW (0) 0% 9 REFUSED (0) 0°/O 45) On average, how many hours a day do you watch television? HOURS 66 > 1 HOUR (8) 2% 77 DON'T KNOW (7) 2% 99 REFUSED (0) 0% NOTE: ROUND TO WHOLE HOURS -30- . ` o Houa-s spent watchinE cable TV . *No responses given for 13, 17, 19, 21-23 Hours # Subscribers Hours # Subscribers Hours # Subscribers 1 27 (7.9%) 7 4(1.2%) 14 2(.5%) 2 77 (22.6 8 11(3.2 15 3(.9 3 76 (22.2%) 9 2(.5°/O) 16 1(.3%) 4 52 (15.2%) 10 3(.9%) 18 3(.9%) 5 35 (10.2%) 11 1(.3%) 20 1(.3%) 6 22 (6.5%) 12 3(.9%) 24 3(.9%) 50) How many television sets in your household are currently connected to cable? 1 ONE (89) 26% 2 TWO (132) . 39% 3 THREE (74) 22 % 4 FOUR (32) 9% 5 FIVE (8) 2% 6 SIX OR MORE (5) 1% 7 DON'T KNOW (1) .3% 9 REFUSED (0) 0% 55) How would you rate Picture Quality? 1 VERY SATISFIED (186) 55% 2 SOMEWHAT SATISFIED (140) 41% 3 SOMEWHAT DISSATISFIED (11) 3% 4 VERY DISSATISFIED (3) .9% : 7 DON'T KNOW (1) .3% 9 REFUSED (0) 0% _ -31 - ' . 60) How would you rate Sound Quali4y? 1 VERY SATISFIED (214) 63% J 2 SOMEWHAT SATISFIED (117) 34% 3 SOMEWHAT DISSATISFIED (6) 2% 4 VERY DISSATISFIED (3) 1% 7 DON'T KNOW (1)* 9 REFUSED (0) 0% 65) How would you rate Repair Sei-vices? 1 VERY SATISFIED (138) 63% 2 SOMEWHAT SATISFIED (70) 32% 3 SOMEWHAT DISSATISFIED (7). 3% ; 4 VERY DISSATISFIED (5) 2% 7 DON'T KNOW (114) 9 REFUSED (7) * 70) How would you rate Billing Practices? 1 VERY SATISFIED (161) 48% 2 SOMEWHAT SATISFIED (126) 38°/m 3 SOMEWHAT DISSATISFIED (25) 7% 4 VERY DISSATISFIED (20) 7% 7 DON'T KNOW (9) * ' 9 REFUSED (0) * 75) How would you rate System Reliabitity? 1 VERY SATISFIED (193) 58% 2 SOMEWHAT SATISFIED (120) 36% 3 SOMEWHAT DISSATISFIED (17) 5% 4 VERY DISSATISFIED (5) 1% 7 DON'T KNOW (6) * 9 REFUSED (0) * 80) How would you rate Calble Rates? 1 VERY SATISFIED (30) 9% 2 SOMEWHAT SATISFIED (98) 29% 3 SOMEWHAT DISSATISFIED (89) 26% 4 VERY DISSATISFIED (120) 35% 7 DON'T KNOW (4) * 9 REFUSED (0) * -32- - 85) How would you rate CustoYner Service Representative Knowledge? 1 VERY SATISFIED (139) 52% 2 SOMEWHAT SATISFIED (106) 39% 3 SOMEWHAT DISSATISFIED (12) 5% 4 VERY DISSATISFIED (12) 5% 7 DON'T KNOW (71) * 9 REFUSED (1) * 90) How would you rate Notification of Changes in Service or Rates? 1 VERY SATISFIED (115) 37% 2 SOMEWHAT SATISFIED (147) 47% 3 SOMEWHAT DISSATISFIED (26) 8% 4 VERY DISSATISFIED (25) 8% 7 DON'T KNOW (28) * 9 REFUSED (0) * 95) How would you rate Installation of Service? 1 VERY SATISFIED (217) 66% 2 SOMEWHAT SATISFIED (96) 29% 3 SOMEWHAT DISSATISFIED (8) 2°/O 4 VERY DISSATISFIED (6) 2% 7 DON'T KNOW (13) * 9 REFUSED (1) * 100) How would you rate Variety of Pa-ogramming? 1 VERY SATISFIED (135) 40% 2 SOMEWHAT SATISFIED (130) 38% 3 SOMEWHAT DISSATISFIED (47) 14% 4 VERY DISSATISFIED (29) 9% 7 DON'T KNOW (0) * 9 REFUSED (0) * - 33 - 105) How would you rate Dispute Resolution? . 1 VERY SATISFIED (84) 46°/O -2 SOMEWHAT SATISFIED (77) 43% 3 SOMEWHAT DISSATISFIED (10) 6% 4 VERY DISSATISFIED (10) 6% 7 DON'T KNOW (151) * 9 REFUSED (9) * 110) What types of programs do you currently watch on cable TV? (MA) 01 ARTS AND CULTURE (34) 10% 02 AUDIO PROGRAMMING (9) 3% 03 CANADIAN PROGRAMMING (4) 1 % 04 CHILDREN' S PROGRAMMING (48) 14% OS EDUCATIONAL PROGRAMMING (72) 21 % 06 ENVIRONMENTAL (38) 11 % 07 ETHNIC AND MINORITY INTERESTS (7) 2% 08 FAMILY PROGRAMMING (48) 14°/m 09 GENERAL ENTERTAINMENT (57) 17% ~ 10 LOCAL PROGRAMMING (58) 17% 11 MAJOR NETWORKS (120) 35% , 12 MOVIES (106) 31°/m 13 NEWS (122) 36% 14 RECREATION AND LEISURE (34) 10% 15 RELIGIOUS (13) 4% ; 16 SCIENCE AND DOCUMENTARY (75) 22% 17 SHOPPING (6) 2% 18 SPORTS (113) 33% ' 77 DON'T KNOW (5) B% 99 REFUSED (1) .3% 115) What types of programs would you like to see more of? (MA) 01 ARTS AND CULTURE (12) 4% 02 AUDIO PROGRAMMING (1) .3 % 03 CANADIAN PROGRAMMING (0) 0% 04 CHILDREN' S PROGRAMMING (10) 3% OS EDUCATIONAL PROGRAMMING (36) 11% 06 ENVIRONMENTAL (7) 2% 07 ETHNIC AND MINORITY INTERESTS (4) 1% 08 FAMILY PROGRAMMING (44) 13% 09 GENERAL ENTERTAINMENT (18) 5% 10 LOCAL PROGRAMMING (5) 2% 11 MAJOR NETWORKS (17) 5% 12 MOVIES (70) 21 % -34- , . 13 NEWS (9) 3% 14 RECREATION AND LEISURE (9) 3% 15 RELIGIOUS (7) 2% 16 SCIENCE AND DOCUMENTARY (38) 11% 17 SHOPPING (1) .3% 18 SPORTS (18) 5% 77 DON'T KNOW (110) 32% 99 REFUSED (17) 5% 120) Have you visited the local Comcast office? 1 YES (95) 27.8°/O 2 NO (skip to #135)- (244) 71.5% 7 DON'T KNOW (2) .6% 9 REFUSED (0) 0% 125) For what reasons did you visit the Comcast office? (Only if #120=1 - yes) (MA) 1 LOSS OF CABLE SERVICE (1) 1% 2 RETURN OR PICK-UP EQUIPMENT (53) 56% 3 SIGNAL QUALITY PROBLEM (0) 0% 4 BILLING QUESTIONS (9) 9% 5 TO CHANGE TYPE OF SERVICE (11) 12% 6 TO CHANGE THE Ni7MBER OF CONNECTIONS (0) 0% 7 TO PAY A BILL (23) 24% 8 TO LODGE COMPLAINT (0) 0% 9 OTHER (8) 8% 77 DON'T KNOW (2) 2% 99 REFUSED (0) 0% 130) How would you rate your experience? (Only if #120=1 - yes) 1 Excellent (45) 470/o 2 Good (39) 41% 3 Fair (6) 6% 4 Poor (5) 6% 7 DON'T KNOW (0) 9 REFUSED (0) 135) What services do you feel should be offered at the local Comcast office? (MA) 1 FACE-TO-FACE CUSTOMER SERVICE (43) . 13% 2 EQUIPMENT RETURN (30) 9% 3 PAY BILLS (42) 12% 4 ACCESS TO TECHNICAL ASSISTANCE (22) 6% 5 OTHER (34) 10% , -35- ~ 7 DON'T KNOW (237) 70% 9 REFUSED (12) 4°/O 140) During the past two years have you called Comcast for any reason other than installation? , 1 YES (173) 50.7°/m 2 NO (skip to #165) - (166) 48.7% , 7 DON'T KNOW (2) .6% 9 REFUSED (0) 0% 145) For what reasons have you called Comcast? (Only if #140=1 - yes) (MA) 1 LOSS OF CABLE SERVICE (43) 25% 2 EQUIPMENT RETURN OR PICK-UP (8) 5% 3 SIGNAL QUALITY PROBLEM (47) 27°/O ! 4 BILLING QUESTIONS (34) 20% 5 TO CHANGE TYPE OF SERVICE (38) 22% 6 TO CHANGE THE NUMBER OF CONNECTIONS (3) 2% 7 TO PAY A BILL (8) 5% 8 OTHER (32) 19% , , 77 DON'T KNOW (1) 1% 99 REFUSED (0) 150) When you called did you get a busy signal before you got through? (Only if #140=1 - yes) , 1 YES (18) 10% 2 NO (122) 71 % - 7 DON'T KNOW (33) 19% ` 9 REFUSED (0) ` - -36- , 155) On average, how many minutes did it take a customer service representative to answer your call? (Only if # 140=1 - yes) Minutes 777 DON'T KNOW (31) 18% 999 REFUSED (1) 1 % 1Vlinutes Customers ~ Minutes Custoffiefl-s 1Vlinutes Customers 1 33 (19%) 5 33 (19%) 9 1(1%) Z 38 (22%) 6 2. (1%) 10 6(3%) 3 15 (9%) 7 2(1%) 15 1(1%) 4 5(3%) 8 3(2%) 20 2(1%) 160) How would you describe the ability of the customer service representative to satisfactorily address your problem? (Only if # 140=1 - yes) 1 Excellent (66) . 39% 2 Good (67) 39°/O 3 Fair (20) 12% 4 Poor (17) 10 % 7 DON'T KNOW (3) 9 REFUSED (0) 165) If your call or visit was to report a problem, how long after your contact did Comcast begin working on the problem? (Only if # 140=1 - yes or if # 120=1 - yes) 1 SAME DAY (91) 43% 2 NEXT BUSINESS DAY (22) 10% 3 DAYS LATER (16) 8% 4 WEEKS LATER (4) 2% 5 MORE THAN A MONTH (3) 2% 6 PROBLEM NOT BEING RESOLVED (10) 5% 7 DON'T KNOW (53) 25% 9 REFUSED (12) 5% -37- • 170) If you were dissatisfied with your service and Comcast was unable to resolve the problem, what would you do? . 1 CONTACT THE CITY OF SPOKANE VALLEY (0) 0°/m 2 CALL AN ELECTED OFFICIAL (1) .3% 3 CALL THE FEDERAL COMIlVIUNICATIONS COMMISSION (8) 2.3% 4 LODGE COMPLAINT WITH COMCAST (18) 5.3% 5 DISCONNECT SERVICE (121) 35.4% 6 CONTACT THE CABLE ADVISORY BOARD (4) 1.1% 7 SWITCH TO SATELLITE (89) 26.1% 8 OTHER (51) 15% ' 77 DON'T KNOW (49) 14.3% 99 REFUSED (0) 175) How important do you feel it is for Comcast to provide High-l)efinfltion Pa-ogrannaning? 1 VERY IlVIPORTANT (92) 27% 2 IlVIPORTANT (69) 20% 3 SOMEWHAT IlVIPORTANT (85) 25% ; 4 NOT AT ALL IlVIPORTANT (77) 23% 7 DON'T KNOW (18) 5% 9 REFUSED (0) 0% ' 180) How important do you feel it is for Comcast to provide Effiergency Broadcasts ' ; and Weather iTpdates? - 1 VERY IMPORTANT (246) 72% , 2 IMPORTANT (61) 18% - 3 SOMEWHAT IlVIPORTANT (22) 6°/m _ 4 NOT AT ALL IlVIPORTANT (10) 3% ' 7 DON'T KNOW (2) .6% 9 REFUSED (0) 0% 185) How important do you feel it is for Comcast to provide Video on Deanand? ; , 1 VERY IlVIPORTANT (28) 8.2% 2 IlVIPORTANT (46). 13.4 % 3 SOMEWHAT IMPORTANT (108) 31.7% 4 NOT AT ALL IlVIPORTANT (121) 35.5 % ? 7 DON'T KNOW (35) 10% 9 REFUSED (3) .9% -38- 1 • ` • 190) How important do you feel it is for Comcast to provide Personal Video Recording? 1 VERY IlVIPORTANT (36) 11% 2 IMPORTANT (38) 11 % 3 SOMEWHAT IlVIPORTANT (89) 26% 4 NOT AT ALL IlVIPORTANT (132) 39% 7 DON'T KNOW (43) 13% 9 REFUSED 195) How important do you feel it is for Comcast to provide Internet Phone Service? 1 VERY IMPORTANT (59) 17% 2 IlVIPORTANT (40) 12 % 3 SOMEWHAT IlVIPORTANT (68) 20% 4 NOT AT ALL IMPORTANT (140) 41 % 7 DON'T KNOW (32) 9% 9 REFUSED (2) .6% 200) How likely would you be to purchase a customized package that included a minimum monthly connection fee and an additional charge per selected channel? 1 VERY LIKELY (40) 12% 2 SOMEWHAT LIKELY (71) 21 % 3 SOMEWHAT UNLIKELY (91) 27% 4 VERY UNLIKELY (130) 38% 7 DON'T KNOW (8) 2% 9 REFUSED (1) .3% 205) City Cable 5 on Comcast is an example of a local access channel. These channels provide governmental, educational, and locally produced programming. Examples of local access program.ming are government meetings, job listings, a calendar of events, and instructional courses. How important to you is this type of programming? 1 VERY IlVIPORTANT (79) 23.2% 2 IMPORTANT (32) 9.3% 3 SOMEWHAT IlVIPORTANT (111) 32.5% 4 NOT AT ALL IMPORTANT (115) . 33.7% 7 DON'T KNOW (3) .9% 9 REFUSED (1) .3 % -39- 210) What types of programs would you like to see on local access channels? (MA) 01 AGRICULTURE AND GARDENING PROGRAMS (9) 3% 02 CALL-IN TALK SHOWS (3) 1°/m 03 CALENDAR OF EVENTS (16) 5% 04 CITY GOVERNMENT MEETINGS (28) 8% OS COURSES AND SPECIAL EVENTS FROM LOCAL COLLEGES & LTNIVERSITIES (18) 5% 06 ENVIRONMENTAL ISSUES PROGRAMS (13) 4% 07 GED/HIGH SCHOOL EQUIVALENCY (7) 2% ' 08 JOB LISTINGS (7) 2°/O 09 K-12 SCHOOL ACTIVITIES AND INSTRUCTIONAL - COURSES (27) 8% 10 LOCAL SPORTS (12) 4% 11 PROGRAMS ABOUT SPOK:.ANE VALLEY ARTS, HISTORY, AND ; CULTURE (34) 10% 12 PROGRAMS FROM LOCAL CHURCHES AND RELIGIOUS GROUPS (11) 3% 13 PUBLIC SAFETY AND EMERGENCY INFORMATION (24) 7% 14 STUDENT PRODUCED PROGRAMS (10) 3% 15 THEATER AND MUSIC PERFOR:MANCES (15) 4% 77 DON'T KNOW (182) 53% 99 REFUSED (16) 5% 215) Have you ever used the local public access TV Studio, porta.ble equipment or taken _ part in access training? - 1 YES (6) 1.7% 2 NO (334) 98% 7 DON'T KNOW (1) .3% 9 REFUSED (0) ~ 220) In your opinion, which of the following matters the most with regard to your cable TV service? (only if #10=1 - yes) 1 PRICE (81) 23.7% 2 CUSTOMER SERVICE (2) .6% 3 PICTURE/SOLJND QUALITY (7) 2% 4 AVAILABILTY OF QUALITY PROGRAMMING (26) 8% 5 CHOICE OF CHANNEL PACKAGES (15) 4°/O 6 ALL ARE EQUALLY IMPORTANT (201) 59% 7 OTHER (7) 2% 77 DON'T KNOW (2) .6% 99 REFUSED (0) -40- i 225) Which of the following matters the most in your future decision to subscribe? (Only if # 10=211 7, or 9) 1 PRICE (39) 34.5% 2 CUSTOMER SERVICE (1) .9% 3 PICTURE/SOUND QUALITY (1) .9% 4 AVAILABILTY OF QUALITY PROGR.AMMING (5) 4.4%. 5 CHOICE OF CHANNEL PACKAGES (4) 3.5% 6 ALL ARE EQUALLY IMPORTANT (45) 40% 7 OTHER (14) 12.3% 77 DON'T KNOW (3) 3% 99 REFUSED (1) .9% 230) How do you currently access the internet from home? 1 DIAL-UP MODEM (149) 32.8% 2 DSL (54) 11.8% 3 COMCAST CABLE MODEM (116) 25.5% 4 WIRELESS INTERNET SERVICE (5) 1.1% 5 DON'T HAVE INTERNET SERVICE - SKIP TO CLOSING (120) 26.4% . 7 DON'T KNOW (10) 2.2% 9 REFUSED (1) .2% 235) On average, how much tota.l time per day do you spend on-line? HOURS 66 (>1 Hour) - (96) 29% 77 DON'T KNOW (5) 2% . 99 REFUSED Hours # Customers Hours # Custoffiers Hours # Customers 1 71 (21%) 5 17 (5%) 9 1(.3%) 2 69 (21 6 7(2%) 10 6(1.5%) 3 27 (8%) 7 3(.9%) 12 3(.9%) 4 20 (6%) 8 8(2%) I 14 1(.3%) -41- , 240) Which of the following internet capabilities do you now use or see yourself using in the next five years? (MA) 1 VIDEO GAMES OVER THE INTERNET (89) 27% 2 SHARING PHOTOS, MUSIC OR VIDEOS (168) 50% 3 CONDUCTING FINANCIAL TRANSACTIONS ONLINE (187) 56% 4 TELECOMMUTING (109) 33% 5 WEB PAGE DEVELOPMENT (67) 20% 6 INTERACTIVE COMMUNICATION WITH GOVERNMENT ' OFFICIALS (71) 21% ' 7 NONE OF THE ABOVE (72) 22% 77 DON'T KNOW (5) 2% 99 REFUSED (0) 0% * Indicates the "DK" and "refused to answer" responses that are not calculated ' into the analysis -42- . Appenclix - II (Open-ended Responses) The following is a list of the responses to the open-ended questions contained within the survey: 204 Q 125 Fight. 338 Q 125 Just to check it out. 223 Q 125 To sign up for cable package 121 Q 125 To tell them to stick it up their ear. 347 Q 125 Comparing prices. 277 Q 125 To return a cable box for a relative. 236 Q125 Had tape broadcast on public television. 350 Q125 Had to update cable box. 118 Q135 Call in and request. 444 Q135 Chose channels on channel by channel basis. 12 Q135 Closed permanently, with a sign in the window. 467 Q135 Come pick up the digital receiver instead of us taking to them. 28 Q135 Convenience. Some where close. 463 Q135 Everything that's needed. 44 Q135 I would like to select a package that fits my family. 431 Q135 Lower discount for seniors. Tacoma offered better discount for seniors. 462 Q135 Offer paperwork in office as well as by mail 170 Q135 Program Guide. 239 Q135 Sales. 435 Q135 Satisfied with what they have. 446 Q135 Should offer pick of channel packages. 26 Q135 Someone that would listen to you and fix cable. 399 Q135 Anything and everything to solve problems that might come up 406 Q135 Be able to pick up equip for digital, or broadband network stuff, that you could pick up and then self install . 359 Q135 Better access to technicians to get service 167 Q135 Closer office location - 43 - , f 143 Q135 Court TV HBO Cinemax 417 Q135 Dispute resolution 245 Q135 Installation type related services 3 0 Q 13 5 Maintain service with no extra charge 357 Q135 None 374 Q 135 None 171Q135 Programing and suggestion box 396 Q135 Regular customer service 415 Q135 Should be able to get more channels at an affordable rate ~ 442 Q135 Anything I need done should be handled there. 285 Q135 ANOTHER BRANCH IN THE VALLEY. 242 Q135 Separate line for possible elderly people with a need to speak with someone immediately 456 Q135 The picture quality of channels (e.g. AMC, 66, 67, etc.) went down AFTER - the channel numbers were re-assigned; this is a problem. 453 Q135 Want a reduction in rates for Senior citizens and handicapped folks or people y' on disability and the specials advertised should apply to current subscribers - at least once a year. ,413 Q 170 Live with it. 78 Q 170 Wait to resolve. ~ 216 Q 170 Let it slide. 321 Q170 BBB or call an attorney. 59 Q 170 Be surprised. 436 Q170 Call again. , 209 Q 170 Call and call. 233 Q170 Complaint. 204 Q 170 Cry. 439 Q170 Escalate it. 359 Q170 That depends on how much problem was costing - either live with it or disconnect. 435 Q 170 Go to Direct TV 443 Q 170 Hire someone else to fix it. - 44 - . . 107 Q 170 Hope that they could resolve it, and work with them to see if we can do _ something. 110 Q 170 Hope they could fix it sometime soon, because they are the only cable company we have. 43 7 Q 170 I do have the problem with not being able to filter VH 1. 112 Q 170 I think they would be able to fix it. 37 Q170 I would cancel 47 Q 170 I would go personally down there (to the Comcast office). 448 Q 170 I'd hound them until they fixed it. 154 Q 170 I'd say, depending on how bad the problem was, and the level of the problem... 153 Q 170 If there's nothing else I can get, I would sta.y with it. 416 Q 170 It would depend on the degree of the problem. 431 Q 170 Just stick with it. 350 Q170 Keep after them till problem was resolved 35 Q170 Quit service with Comcast 127 Q 170 Scream. 279 Q 170 Stuck. 414 Q 170 There are no choices. We are internet people. We could take or leave the television part. We have it for internet and for reception. 132 Q 170 Try to fix it. 98 Q 170 Wait until they are ava.ilable to fix it. 314 Q 170 Wait. 353 Q170 Call a different number 406 Q 170 Call them back on another day 31 Q 170 Change services 39 Q 170 Change to a different one if there was a choice 111 Q 170 Continue to contact Comcast 393 Q 170 It depends on the problem . 171 Q 170 Keep service 365 Q170 Limit the channels, pay less for channels 409 Q 170 Look to see if there was anywhere else that could get service Comcast offers. - 45 - . . . ' • 398 Q170 Nothing , 89 Q 170 Nothing, we don't watch enough TV to j ustify a satellite so we would probably do nothing. ~ 337 Q170 Pursue till problem was resolved 84 Q 170 Seriously considering switching to disk . 404 Q 170 Switch to another service , ; 324 Q 170 Switch to dsl 236 Q170 Talk to manager ! 193 Q 170 Turn over problem to assisted living people 367 Q170 Wait. what else could you do 261 Q 170 Work with them 385 Q220 I can't stand the whole box route, having the box with the dish. 87 Q220 Internet Availability 66 Q220 No commercials. I'd like to see what I'm paying for. Signed up for , , commercial free. And it's not. 42 Q220 Reliability- it works when you want it to work. I f 242 Q220 All important, *especially* availability of programming ' 395 Q220 None of them - the price is probably the closest, they are price gouging. . ; , 404 Q220 Price and channel choices , 6 Q225 Never. ~ 146 Q225 Availability 25 Q225 Does not rent nothing. " 300 Q225 Don't wish to be involved with cable - 205 Q225 F said would never get cable again 158 Q225 I'm not interested in cable 53 Q225 If we had time to watch TV. 148 Q225 It's a hassle 346 Q225 No interest in cable. 397 Q225 Personal decision - 218 Q225 Certa.in specific programming 380 Q225 Don't watch TV 34 Q225 Don't watch TV. ; -46- a 288 Q225 Won't be subscribing . . -47-