DTV disconnect survey

Is there something that we could do to make your Digital TV (DTV) experience better?

If you would, please take a minute to complete the following questionnaire.

We want to make sure everything possible is being done to make our customer service and DTV service the best it can be. Thank you for your time!

	Most Important	Very Important	Important	Less Important	Not Important
Local company	Local company Most Important	Local company Very Important	Local company Important	Local company Less Important	Local company Not Important
Offers competitive rates	Offers competitive rates Most Important	Offers competitive rates Very Important	Offers competitive rates Important	Offers competitive rates Less Important	Offers competitive rates Not Important
Offers the latest technology	Offers the latest technology Most Important	Offers the latest technology Very Important	Offers the latest technology Important	Offers the latest technology Less Important	Offers the latest technology Not Important
Requirement of a phone line for TV service	Requirement of a phone line for TV service Most Important	Requirement of a phone line for TV service Very Important	Requirement of a phone line for TV service Important	Requirement of a phone line for TV service Less Important	Requirement of a phone line for TV service Not Important
Personal referral	Personal referral Most Important	Personal referral Very Important	Personal referral Important	Personal referral Less Important	Personal referral Not Important
Local customer service	Local customer service Most Important	Local customer service Very Important	Local customer service Important	Local customer service Less Important	Local customer service Not Important
Quality of the product	Quality of the product Most Important	Quality of the product Very Important	Quality of the product Important	Quality of the product Less Important	Quality of the product Not Important
Local technical support	Local technical support Most Important	Local technical support Very Important	Local technical support Important	Local technical support Less Important	Local technical support Not Important
Ability to bundle with other communication services	Ability to bundle with other communication services Most Important	Ability to bundle with other communication services Very Important	Ability to bundle with other communication services Important	Ability to bundle with other communication services Less Important	Ability to bundle with other communication services Not Important

Most Important

Very Important

Important

Less Important

Not Important

Local company

Local company Most Important

Local company Very Important

Local company Important

Local company Less Important

Local company Not Important

Offers competitive rates

Offers competitive rates Most Important

Offers competitive rates Very Important

Offers competitive rates Important

Offers competitive rates Less Important

Offers competitive rates Not Important

Offers the latest technology

Offers the latest technology Most Important

Offers the latest technology Very Important

Offers the latest technology Important

Offers the latest technology Less Important

Offers the latest technology Not Important

Requirement of a phone line for TV service

Requirement of a phone line for TV service Most Important

Requirement of a phone line for TV service Very Important

Requirement of a phone line for TV service Important

Requirement of a phone line for TV service Less Important

Requirement of a phone line for TV service Not Important

Personal referral

Personal referral Most Important

Personal referral Very Important

Personal referral Important

Personal referral Less Important

Personal referral Not Important

Local customer service

Local customer service Most Important

Local customer service Very Important

Local customer service Important

Local customer service Less Important

Local customer service Not Important

Quality of the product

Quality of the product Most Important

Quality of the product Very Important

Quality of the product Important

Quality of the product Less Important

Quality of the product Not Important

Local technical support

Local technical support Most Important

Local technical support Very Important

Local technical support Important

Local technical support Less Important

Local technical support Not Important

Ability to bundle with other communication services

Ability to bundle with other communication services Most Important

Ability to bundle with other communication services Very Important

Ability to bundle with other communication services Important

Ability to bundle with other communication services Less Important

Ability to bundle with other communication services Not Important

	Very Satisfied	Satisfied	Neutral	Not Satisfied	Very Unsatisfied	Did Not Subscribe to service
DTV picture quality	DTV picture quality Very Satisfied	DTV picture quality Satisfied	DTV picture quality Neutral	DTV picture quality Not Satisfied	DTV picture quality Very Unsatisfied	DTV picture quality Did Not Subscribe to service
DTV value of service vs. monthly rate	DTV value of service vs. monthly rate Very Satisfied	DTV value of service vs. monthly rate Satisfied	DTV value of service vs. monthly rate Neutral	DTV value of service vs. monthly rate Not Satisfied	DTV value of service vs. monthly rate Very Unsatisfied	DTV value of service vs. monthly rate Did Not Subscribe to service
Available channels	Available channels Very Satisfied	Available channels Satisfied	Available channels Neutral	Available channels Not Satisfied	Available channels Very Unsatisfied	Available channels Did Not Subscribe to service
Digital Video Recorder (DVR) feature	Digital Video Recorder (DVR) feature Very Satisfied	Digital Video Recorder (DVR) feature Satisfied	Digital Video Recorder (DVR) feature Neutral	Digital Video Recorder (DVR) feature Not Satisfied	Digital Video Recorder (DVR) feature Very Unsatisfied	Digital Video Recorder (DVR) feature Did Not Subscribe to service
High-Definition (HD) feature	High-Definition (HD) feature Very Satisfied	High-Definition (HD) feature Satisfied	High-Definition (HD) feature Neutral	High-Definition (HD) feature Not Satisfied	High-Definition (HD) feature Very Unsatisfied	High-Definition (HD) feature Did Not Subscribe to service
Available HD channels	Available HD channels Very Satisfied	Available HD channels Satisfied	Available HD channels Neutral	Available HD channels Not Satisfied	Available HD channels Very Unsatisfied	Available HD channels Did Not Subscribe to service

Very Satisfied

Satisfied

Neutral

Not Satisfied

Very Unsatisfied

Did Not Subscribe to service

DTV picture quality

DTV picture quality Very Satisfied

DTV picture quality Satisfied

DTV picture quality Neutral

DTV picture quality Not Satisfied

DTV picture quality Very Unsatisfied

DTV picture quality Did Not Subscribe to service

DTV value of service vs. monthly rate

DTV value of service vs. monthly rate Very Satisfied

DTV value of service vs. monthly rate Satisfied

DTV value of service vs. monthly rate Neutral

DTV value of service vs. monthly rate Not Satisfied

DTV value of service vs. monthly rate Very Unsatisfied

DTV value of service vs. monthly rate Did Not Subscribe to service

Available channels

Available channels Very Satisfied

Available channels Satisfied

Available channels Neutral

Available channels Not Satisfied

Available channels Very Unsatisfied

Available channels Did Not Subscribe to service

Digital Video Recorder (DVR) feature

Digital Video Recorder (DVR) feature Very Satisfied

Digital Video Recorder (DVR) feature Satisfied

Digital Video Recorder (DVR) feature Neutral

Digital Video Recorder (DVR) feature Not Satisfied

Digital Video Recorder (DVR) feature Very Unsatisfied

Digital Video Recorder (DVR) feature Did Not Subscribe to service

High-Definition (HD) feature

High-Definition (HD) feature Very Satisfied

High-Definition (HD) feature Satisfied

High-Definition (HD) feature Neutral

High-Definition (HD) feature Not Satisfied

High-Definition (HD) feature Very Unsatisfied

High-Definition (HD) feature Did Not Subscribe to service

Available HD channels

Available HD channels Very Satisfied

Available HD channels Satisfied

Available HD channels Neutral

Available HD channels Not Satisfied

Available HD channels Very Unsatisfied

Available HD channels Did Not Subscribe to service

	Very Satisfied	Satisfied	Neutral	Not Satisfied	Very Unsatisfied
Knowledge level of Customer Care Representatives	Knowledge level of Customer Care Representatives Very Satisfied	Knowledge level of Customer Care Representatives Satisfied	Knowledge level of Customer Care Representatives Neutral	Knowledge level of Customer Care Representatives Not Satisfied	Knowledge level of Customer Care Representatives Very Unsatisfied
Timeliness of return call from Customer Service	Timeliness of return call from Customer Service Very Satisfied	Timeliness of return call from Customer Service Satisfied	Timeliness of return call from Customer Service Neutral	Timeliness of return call from Customer Service Not Satisfied	Timeliness of return call from Customer Service Very Unsatisfied
Knowledge of local installation / repair techs	Knowledge of local installation / repair techs Very Satisfied	Knowledge of local installation / repair techs Satisfied	Knowledge of local installation / repair techs Neutral	Knowledge of local installation / repair techs Not Satisfied	Knowledge of local installation / repair techs Very Unsatisfied

Very Satisfied

Satisfied

Neutral

Not Satisfied

Very Unsatisfied

Knowledge level of Customer Care Representatives

Knowledge level of Customer Care Representatives Very Satisfied

Knowledge level of Customer Care Representatives Satisfied

Knowledge level of Customer Care Representatives Neutral

Knowledge level of Customer Care Representatives Not Satisfied

Knowledge level of Customer Care Representatives Very Unsatisfied

Timeliness of return call from Customer Service

Timeliness of return call from Customer Service Very Satisfied

Timeliness of return call from Customer Service Satisfied

Timeliness of return call from Customer Service Neutral

Timeliness of return call from Customer Service Not Satisfied

Timeliness of return call from Customer Service Very Unsatisfied

Knowledge of local installation / repair techs

Knowledge of local installation / repair techs Very Satisfied

Knowledge of local installation / repair techs Satisfied

Knowledge of local installation / repair techs Neutral

Knowledge of local installation / repair techs Not Satisfied

Knowledge of local installation / repair techs Very Unsatisfied

DTV disconnect survey

1. DTV Service Characteristics

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* 1. Reason for Disconnect:

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* 2. Is there anything we could have done to make your Digital TV (DTV) experience better?

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* 3. Please rank criteria in choosing a TV provider.

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* 4. Please rate our Pioneer DTV Product.

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* 5. Rate our DTV customer service.