James City County Community Survey on Cox Communications
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As James City County prepares to negotiate a new franchise with Cox Communications, we need feedback from the community. Thank you for filling out this survey. Citizens may also provide feedback at the public input meeting on Thursday, October 29, 6:30 p.m. in the Building F Board Room at the County Government Complex, 101 Mounts Bay Road.

1. Do you live in James City County, Virginia?

2. How do you currently receive television services?

3. If you selected Cox Communications in the previous question, what level of TV service do you currently have?

4. What communications services do you receive from Cox?

5. Please describe your satisfaction level with Cox Communications television services.

 DissatisfiedSomewhat DissatisfiedSomewhat SatisfiedSatisfiedNot a Cox customer
Picture quality
Sound Quality

6. Comments on picture and sound quality.

7. Please describe your satisfaction level with Cox Communications billing customer support services.

 DissatisfiedSomewhat DissatisfiedSomewhat SatisfiedSatisfiedNot a Cox customer or N/A
Customer Service Billing Representative was helpful.
Customer Service Billing Representative was knowledgeable.
Customer Service Billing Representative resolved the problem.
Billing issues were handled in an appropriate amount of time.
Overall, I would rank Cox Communications customer service billing representives...

8. Please use this space to explain your ratings on billing customer support services in the above question.

9. Please describe your satisfaction level with Cox Communications customer support technical services.

 DissatisfiedSomewhat DissatisfiedSomewhat SatisfiedSatisfiedNot a Cox customer or N/A
Customer Service Technical Representative was helpful.
Customer Service Technical Representative was knowledgeable.
Customer Service Technical Representative resolved the problem.
Technical Service issues were handled in an appropriate amount of time.
Overall, I would rank Cox Communications technical customer service representatives...

10. Please use this space to explain your ratings on Cox Communications customer support technical services in the above question.

11. Please describe your satisfaction level with Cox Communications service technicians.

 DissatisfiedSomewhat DissatisfiedSomewhat SatisfiedSatisfiedNot a Cox customer or N/A
Technician was on time.
Technician was knowledgeable.
Technician resolved the problem.
Service issues were handled promptly.
Overall, I would rank Cox Communications service calls

12. Please use this space to explain your ratings on Cox Communications service technicians.

13. Is pricing for Cox Communications program packages adequately explained by telephone customer service representatives?

14. Is pricing for Cox Communications program packages adequately explained on-line?

15. How satisfied are you with the current program packages offered by Cox Communications including Limited Basic, Expanded Basic and Digital services.

16. Please use this space to explain your ratings on Cox Communications current program packages in the above question.

17. How satisfied are you with the current channel offerings of Cox Communications?

18. How satisfied are you with the value you receive from Cox Communications as to the cost of service and the number of channels?

19. Please use this space to explain your ratings on Cox Communications channel offerings and program packages in the above question.

20. Do you have Cox bundled services (TV, digital phone and high speed internet)?

21. For a discounted monthly rate for bundled services (TV, digital phone, high speed internet) would you agree to an early termination fee charged by Cox?

22. What channel offerings would you like to see added?

23. What channel offerings would you like to see removed?

24. Would you like to see a la carte offerings for your channel selections? Ala carte means that you would choose your selected channels and the rate would be based on your customized channel selection.

25. Would you be willing to pay more for a la carte services?

26. What level of interest in having available for viewing, the following types of local programs?

 Not interestedSomewhat interestedInterestedExtremely interested
Local government meetings, special events, schedules and information about various services.
Local school and community recreation and sporting events.
educational programs, class events, distance learning and other instructional programs.
A variety of shows produced by local citizens and organizations on topics of their choice.

27. How frequently do you watch Public, Education, and Government channels 46, 47, and 48?

28. How important is it that Public, Education, and Government access channels have comparable signal quality and technical features to other broadcast stations?

29. Please describe your overall satisfaction level with Cox Communications.

30. What community needs are most important to you that could be provided by a cable franchise?

 Not importantSomewhat importantImportantExtremely ImportantNA
Support for public, education, and government access (PEG) channels.
Offer voice, video, and data service to local agencies and institutions through institutional networks (I-Nets).
Offer rates that consider seniors, the economically disadvantaged, and the disabled.
Meet the needs of area businesses for advanced telecommunications.
Respond to future technological developments.
Expand cable's public interest obligations to include a high-speed data network that is available and open to all.

31. Please add any additional comments, ideas, or suggestions that have not been answered above.