CABLE TELEVISION FRANCHISE RENEWAL PROCESS COMMUNITY WEB SERVEY Survey

Question Title

* 1. Does your household currently subscribe to cable TV service from Wave Broadband?

Yes (Skip to Q.3)

No (continue)

Question Title

* 2. For what reasons are you not currently subscribing to cable TV service from Wave Broadband? (Mark all that apply)

Cost

Don't want cable TV

Don't watch TV

Previous service issues

Satellite dish

Cable channel offerings

Other

Other (please specify)

Question Title

* 3. Is there anything Wave Broadband could do to interest you in subscribing to cable TV?

Yes

If "yes" Please Indicate

Question Title

* 4. What cable service do you currently receive from Wave Broadband? (mark all that apply)

Broadcast Basic (ABC,CBS,NBC,etc.

Expanded Basic (CNN,ESPN,etc.)

HD (with a specially designed set-top box used to receive High Definition programming)

Digital Cable Service

Digital Video Recorder (DVR

Video-on-Demand (VOD)

Premium Services (HBO,etc.)

Pay-Per-View Services

Other (please specify)

Question Title

* 5. Are there any additonal cable services that you would like Wave Broadband to consider?

Yes

If "Yes" please explain

Question Title

* 6. Are there any cable programs that are not available that you would like Wave Broadband to add?

Yes

If "Yes" please explain

Question Title

* 7. For each of the following, how satisfied have you been with Wave Broadband Cable over the last year?

	Very Satisfied	Satisfied	Dissatisfied	Very Dissatisfied	Not Applicable
Ability to contact by phone	Ability to contact by phone Very Satisfied	Ability to contact by phone Satisfied	Ability to contact by phone Dissatisfied	Ability to contact by phone Very Dissatisfied	Ability to contact by phone Not Applicable
Time on hold when contacting by phone	Time on hold when contacting by phone Very Satisfied	Time on hold when contacting by phone Satisfied	Time on hold when contacting by phone Dissatisfied	Time on hold when contacting by phone Very Dissatisfied	Time on hold when contacting by phone Not Applicable
Response to service requests	Response to service requests Very Satisfied	Response to service requests Satisfied	Response to service requests Dissatisfied	Response to service requests Very Dissatisfied	Response to service requests Not Applicable
Resolution of cable system outages	Resolution of cable system outages Very Satisfied	Resolution of cable system outages Satisfied	Resolution of cable system outages Dissatisfied	Resolution of cable system outages Very Dissatisfied	Resolution of cable system outages Not Applicable
Effectiveness of Customer Service personnel	Effectiveness of Customer Service personnel Very Satisfied	Effectiveness of Customer Service personnel Satisfied	Effectiveness of Customer Service personnel Dissatisfied	Effectiveness of Customer Service personnel Very Dissatisfied	Effectiveness of Customer Service personnel Not Applicable
Cost of cable TV service	Cost of cable TV service Very Satisfied	Cost of cable TV service Satisfied	Cost of cable TV service Dissatisfied	Cost of cable TV service Very Dissatisfied	Cost of cable TV service Not Applicable
Accuracy of monthly bill	Accuracy of monthly bill Very Satisfied	Accuracy of monthly bill Satisfied	Accuracy of monthly bill Dissatisfied	Accuracy of monthly bill Very Dissatisfied	Accuracy of monthly bill Not Applicable
Quality of the picture	Quality of the picture Very Satisfied	Quality of the picture Satisfied	Quality of the picture Dissatisfied	Quality of the picture Very Dissatisfied	Quality of the picture Not Applicable
Quality of the sound	Quality of the sound Very Satisfied	Quality of the sound Satisfied	Quality of the sound Dissatisfied	Quality of the sound Very Dissatisfied	Quality of the sound Not Applicable
Other	Other Very Satisfied	Other Satisfied	Other Dissatisfied	Other Very Dissatisfied	Other Not Applicable

Question Title

* 8. What is your overall opinion of Wave Broadband as a cable service provider?

Excellent

Good

Fair

Poor

Question Title

* 9. Do you currently subscribe to Wave Broadband's Internet service in your home?

Yes

Question Title

* 10. For each of the following, how satisfied have you been with Wave Broadband Internet over the last year?

	Very Satisfied	Satisfied	Dissatisfied	Very Dissatisfied	Not Applicable
Ability to contacy by phone	Ability to contacy by phone Very Satisfied	Ability to contacy by phone Satisfied	Ability to contacy by phone Dissatisfied	Ability to contacy by phone Very Dissatisfied	Ability to contacy by phone Not Applicable
Time on hold when contacting by phone	Time on hold when contacting by phone Very Satisfied	Time on hold when contacting by phone Satisfied	Time on hold when contacting by phone Dissatisfied	Time on hold when contacting by phone Very Dissatisfied	Time on hold when contacting by phone Not Applicable
Response to service requests	Response to service requests Very Satisfied	Response to service requests Satisfied	Response to service requests Dissatisfied	Response to service requests Very Dissatisfied	Response to service requests Not Applicable
Resolution of system outages	Resolution of system outages Very Satisfied	Resolution of system outages Satisfied	Resolution of system outages Dissatisfied	Resolution of system outages Very Dissatisfied	Resolution of system outages Not Applicable
Effectiveness of Customer Service personnel	Effectiveness of Customer Service personnel Very Satisfied	Effectiveness of Customer Service personnel Satisfied	Effectiveness of Customer Service personnel Dissatisfied	Effectiveness of Customer Service personnel Very Dissatisfied	Effectiveness of Customer Service personnel Not Applicable
Performance of service technicians	Performance of service technicians Very Satisfied	Performance of service technicians Satisfied	Performance of service technicians Dissatisfied	Performance of service technicians Very Dissatisfied	Performance of service technicians Not Applicable
Cost of Internet service	Cost of Internet service Very Satisfied	Cost of Internet service Satisfied	Cost of Internet service Dissatisfied	Cost of Internet service Very Dissatisfied	Cost of Internet service Not Applicable
Accuracy of mothly bill	Accuracy of mothly bill Very Satisfied	Accuracy of mothly bill Satisfied	Accuracy of mothly bill Dissatisfied	Accuracy of mothly bill Very Dissatisfied	Accuracy of mothly bill Not Applicable
Other	Other Very Satisfied	Other Satisfied	Other Dissatisfied	Other Very Dissatisfied	Other Not Applicable

Other (please specify)

Question Title

* 11. For what reasons do you not currently subscribe to Wave Broadband's Internet Service? (mark all that apply)

Cost

Do not need that fast a speed for Internet Service

Have not looked into the spacifics of subscribing

Satisfied with other Internet Service Provider

Other

Other (please specify)

Question Title

* 12. Do you currently subscribe to Wave Broadband's phone service in your home?

Yes

Question Title

* 13. For each of the following, how satisfied have you been with Wave Broadband telephone service over the last year?

	Very Satisfied	Satisfied	Dissatisfied	Very Dissatisfied	Not Applicable
Ability to contact by phone	Ability to contact by phone Very Satisfied	Ability to contact by phone Satisfied	Ability to contact by phone Dissatisfied	Ability to contact by phone Very Dissatisfied	Ability to contact by phone Not Applicable
Tiem on hold when contacting by phone	Tiem on hold when contacting by phone Very Satisfied	Tiem on hold when contacting by phone Satisfied	Tiem on hold when contacting by phone Dissatisfied	Tiem on hold when contacting by phone Very Dissatisfied	Tiem on hold when contacting by phone Not Applicable
Response to service requests	Response to service requests Very Satisfied	Response to service requests Satisfied	Response to service requests Dissatisfied	Response to service requests Very Dissatisfied	Response to service requests Not Applicable
Resolution of system outages	Resolution of system outages Very Satisfied	Resolution of system outages Satisfied	Resolution of system outages Dissatisfied	Resolution of system outages Very Dissatisfied	Resolution of system outages Not Applicable
Effectiveness of Customer Service personnel	Effectiveness of Customer Service personnel Very Satisfied	Effectiveness of Customer Service personnel Satisfied	Effectiveness of Customer Service personnel Dissatisfied	Effectiveness of Customer Service personnel Very Dissatisfied	Effectiveness of Customer Service personnel Not Applicable
Performance of service technicians	Performance of service technicians Very Satisfied	Performance of service technicians Satisfied	Performance of service technicians Dissatisfied	Performance of service technicians Very Dissatisfied	Performance of service technicians Not Applicable
Cost of telephone service	Cost of telephone service Very Satisfied	Cost of telephone service Satisfied	Cost of telephone service Dissatisfied	Cost of telephone service Very Dissatisfied	Cost of telephone service Not Applicable
Accuracy of monthly bill	Accuracy of monthly bill Very Satisfied	Accuracy of monthly bill Satisfied	Accuracy of monthly bill Dissatisfied	Accuracy of monthly bill Very Dissatisfied	Accuracy of monthly bill Not Applicable
Other	Other Very Satisfied	Other Satisfied	Other Dissatisfied	Other Very Dissatisfied	Other Not Applicable

Other (please specify)

Question Title

* 14. For what reasons do you not currently subscribe to Wave Broadband's phone service? (mark all that apply)

Cost

Have not looked into the specifics of subscribing

Satisfied with another telephone Service provider

Other (please specify)

Question Title

* 1. Does your household currently subscribe to cable TV service from Wave Broadband?

Question Title

* 2. For what reasons are you not currently subscribing to cable TV service from Wave Broadband? (Mark all that apply)

Question Title

* 3. Is there anything Wave Broadband could do to interest you in subscribing to cable TV?

Question Title

* 4. What cable service do you currently receive from Wave Broadband? (mark all that apply)

Question Title

* 5. Are there any additonal cable services that you would like Wave Broadband to consider?

Question Title

* 6. Are there any cable programs that are not available that you would like Wave Broadband to add?

Question Title

* 7. For each of the following, how satisfied have you been with Wave Broadband Cable over the last year?

Question Title

* 8. What is your overall opinion of Wave Broadband as a cable service provider?

Question Title

* 9. Do you currently subscribe to Wave Broadband's Internet service in your home?

Question Title

* 10. For each of the following, how satisfied have you been with Wave Broadband Internet over the last year?

Question Title

* 11. For what reasons do you not currently subscribe to Wave Broadband's Internet Service? (mark all that apply)

Question Title

* 12. Do you currently subscribe to Wave Broadband's phone service in your home?

Question Title

* 13. For each of the following, how satisfied have you been with Wave Broadband telephone service over the last year?

Question Title

* 14. For what reasons do you not currently subscribe to Wave Broadband's phone service? (mark all that apply)

Question Title

* 15. Please provide any other comments you may have regarding Wave Broadband and its cable television, Internet and phone services.