SurveyMonkey Powered Online Survey

Thank you for joining the Ooma family! We've tried really hard to create an easy-to-use product that works really well. Hopefully your experience so far has been a good one. We are always looking for ways to improve, so please take 5-10 minutes to answer the questions in this survey and give your honest opinions on what your initial impression and experience with the Ooma product has been like.

Note: Due to the large number of respondents, we cannot respond to all individual comments in this survey. If you have a question or issue with your Ooma device, please contact customer service for immediate attention.

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* 1. Which Ooma product did you purchase?

Ooma Telo (U.S.)

Ooma Telo (Canada)

Ooma Telo Air 2 (U.S.)

Ooma Telo Air 2 (Canada)

Ooma Telo 4G

Phone Genie

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* 2. Did you purchase a new or refurbished Ooma device?

New

Refurbished

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* 3. What will be the primary use of the Ooma device?

Primary home phone line

Secondary home phone line

Vacation home phone line

Home office phone line

Business phone line

Other (please specify)

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* 4. Where did you purchase the Ooma product?

Amazon.ca (Canada)

Amazon.com

Best Buy

Brandsmart

Buy.com

Costco store

Costco.ca (Canada)

Costco.com

eBay

Fry's Electronics

FutureShop (Canada)

Groupon

HSN

J&R

Microcenter

Newegg.com

OfficeMax

Ooma.com (Direct)

Received as a gift

Shop Harmony

Staples store

Staples.com (U.S. or Canada)

Tiger Direct

Walmart store

Walmart.com

Woot.com

Other (please specify)

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* 5. Have you previously purchased or do you currently own another Ooma product?

Yes

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* 6. How would you rate your overall experience with the activation process?

	1	2	3	4	5	6	7	8	9	10 (Best)
Rating	Rating 1	Rating 2	Rating 3	Rating 4	Rating 5	Rating 6	Rating 7	Rating 8	Rating 9	Rating 10 (Best)

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* 7. If you selected a new phone number to use with your Ooma system, were you able to find a phone number in your desired calling area?

Yes

N/A - I did not select a new phone number

If you selected "no" above, what area code or calling area were you looking for?

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* 8. How would you rate the Quick Start Guide?

	1	2	3	4	5	6	7	8	9	10 (Best)	N/A
Rating	Rating 1	Rating 2	Rating 3	Rating 4	Rating 5	Rating 6	Rating 7	Rating 8	Rating 9	Rating 10 (Best)	Rating N/A

Question Title

* 9. How long did the physical installation process take? Do not include the time spent reading the manuals ahead of time.

1-15 minutes

16-30 minutes

31-45 minutes

46-60 minutes

Over 60 minutes

N/A

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* 10. How would you rate your installation experience?

	1	2	3	4	5	6	7	8	9	10 (Best)
Rating	Rating 1	Rating 2	Rating 3	Rating 4	Rating 5	Rating 6	Rating 7	Rating 8	Rating 9	Rating 10 (Best)

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* 11. Did you run into any of the following problems?

I did not run into any problems

Website would not accept your activation code or MAC address

Had trouble identifying the right cables to use

Had trouble identifying the ports on the Ooma device

Had trouble selecting the right sections of the manuals to follow

Had trouble figuring out my network topology

Did not have the right cables to complete my installation

The Ethernet cable was not long enough

The power adaptor cable was not long enough

The phone cables were not long enough

No phone jack near my internet connection

Plugged into the wrong phone line (if you had 2 or more lines)

The internet connection stopped working or slowed down

Other (please specify)

Question Title

* 12. If you had a problem, how did you resolve it? Please check all that apply.

Figured it out yourself

Read the manual

Searched on the Internet

Read a support article on Ooma's website

Called Ooma customer support

Used the Ooma forums (http://forums.ooma.com)

Asked a friend or family member to help

The problem was not resolved

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* 13. How many times did you need to call customer support during the initial installation of your Ooma device?

More than 5 times

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* 14. If you called customer support, how would you rate the overall experience of working with our support team?

	1	2	3	4	5	6	7	8	9	10 (Best)	N/A
Rating	Rating 1	Rating 2	Rating 3	Rating 4	Rating 5	Rating 6	Rating 7	Rating 8	Rating 9	Rating 10 (Best)	Rating N/A

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* 15. If you gave our customer support a bad rating, why? (Ignore if you did not speak with support or had a good experience.)

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* 16. How would you rate your overall out-of-box experience, from opening the package to completing installation?

	1	2	3	4	5	6	7	8	9	10 (Best)
Rating	Rating 1	Rating 2	Rating 3	Rating 4	Rating 5	Rating 6	Rating 7	Rating 8	Rating 9	Rating 10 (Best)

Question Title

* 17. How would you rate the quality of voice on your Ooma system so far?

	1	2	3	4	5	6	7	8	9	10 (Best)	N/A
Rating	Rating 1	Rating 2	Rating 3	Rating 4	Rating 5	Rating 6	Rating 7	Rating 8	Rating 9	Rating 10 (Best)	Rating N/A

Question Title

* 18. Have you experienced any of the following voice quality issues during a call?

	Never	Seldom	Occasionally	Often	Most of the time	N/A
Echo	Echo Never	Echo Seldom	Echo Occasionally	Echo Often	Echo Most of the time	Echo N/A
Broken or choppy audio	Broken or choppy audio Never	Broken or choppy audio Seldom	Broken or choppy audio Occasionally	Broken or choppy audio Often	Broken or choppy audio Most of the time	Broken or choppy audio N/A
One-way audio	One-way audio Never	One-way audio Seldom	One-way audio Occasionally	One-way audio Often	One-way audio Most of the time	One-way audio N/A
Crosstalk (hear voices from another call)	Crosstalk (hear voices from another call) Never	Crosstalk (hear voices from another call) Seldom	Crosstalk (hear voices from another call) Occasionally	Crosstalk (hear voices from another call) Often	Crosstalk (hear voices from another call) Most of the time	Crosstalk (hear voices from another call) N/A
Dropped call	Dropped call Never	Dropped call Seldom	Dropped call Occasionally	Dropped call Often	Dropped call Most of the time	Dropped call N/A
High latency (delay)	High latency (delay) Never	High latency (delay) Seldom	High latency (delay) Occasionally	High latency (delay) Often	High latency (delay) Most of the time	High latency (delay) N/A

Please describe any voice quality issues in more detail

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* 19. How likely is it that you would recommend this product to a friend or colleague?

Not at all likely

Extremely likely

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* 20. If you would NOT recommend us, could you tell us why?

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* 21. Would you have preferred to purchase an Ooma device in another color? If so, which color?

No, I like the product in black.

White

Red

Green

Grey

Other (please specify)

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* 1. Which Ooma product did you purchase?

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* 2. Did you purchase a new or refurbished Ooma device?

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* 3. What will be the primary use of the Ooma device?

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* 4. Where did you purchase the Ooma product?

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* 5. Have you previously purchased or do you currently own another Ooma product?

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* 6. How would you rate your overall experience with the activation process?

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* 7. If you selected a new phone number to use with your Ooma system, were you able to find a phone number in your desired calling area?

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* 8. How would you rate the Quick Start Guide?

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* 9. How long did the physical installation process take? Do not include the time spent reading the manuals ahead of time.

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* 10. How would you rate your installation experience?

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* 11. Did you run into any of the following problems?

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* 12. If you had a problem, how did you resolve it? Please check all that apply.

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* 13. How many times did you need to call customer support during the initial installation of your Ooma device?

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* 14. If you called customer support, how would you rate the overall experience of working with our support team?

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* 15. If you gave our customer support a bad rating, why? (Ignore if you did not speak with support or had a good experience.)

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* 16. How would you rate your overall out-of-box experience, from opening the package to completing installation?

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* 17. How would you rate the quality of voice on your Ooma system so far?

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* 18. Have you experienced any of the following voice quality issues during a call?

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* 19. How likely is it that you would recommend this product to a friend or colleague?

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* 20. If you would NOT recommend us, could you tell us why?

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* 21. Would you have preferred to purchase an Ooma device in another color? If so, which color?

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* 22. What suggestions would you propose for improving the overall installation experience?