Broadband Quality of Service Framework Survey

Introduction

The GCRA is consulting on a proposal to provide current broadband customers - and those considering a broadband purchase - with better quality & price information. Please see our our consultation paper or brochure for more information, including how to make a written submission.

The GCRA is undertaking this short survey - 9 multiple choice questions - to provide Guernsey broadband customers with an easy way to provide their views on the proposal.

Individual survey responses will be treated anonymously. Your assistance in completing this survey is appreciated.

Question Title

* 1. Do you currently have an account with a Guernsey telecoms company for a fixed or mobile broadband service?

Yes, I do

No, I do not

Question Title

* 2. If you answered yes to Question 1, please indicate what broadband service account(s) you have and with which telecoms company(s)

	Sure	JT	Airtel
Mobile broadband service (i.e. mobile phone service with data allowance)	Mobile broadband service (i.e. mobile phone service with data allowance) Sure	Mobile broadband service (i.e. mobile phone service with data allowance) JT	Mobile broadband service (i.e. mobile phone service with data allowance) Airtel
Fixed broadband service (over copper or fibre cable or fixed mobile)	Fixed broadband service (over copper or fibre cable or fixed mobile) Sure	Fixed broadband service (over copper or fibre cable or fixed mobile) JT	Fixed broadband service (over copper or fibre cable or fixed mobile) Airtel

Question Title

* 3. When choosing your broadband service, how important was (is) your expectation about the quality of the service you were (are thinking of) purchasing?

Not important

Slightly important

Important

Very important

Not important

Slightly important

Important

Very important

Question Title

* 4. What technical aspects of your broadband service are important to you from a quality perspective?

	Not important	Slightly important	Important	Very important
Latency (ping delay)	Latency (ping delay) Not important	Latency (ping delay) Slightly important	Latency (ping delay) Important	Latency (ping delay) Very important
Upload speed	Upload speed Not important	Upload speed Slightly important	Upload speed Important	Upload speed Very important
Network availability	Network availability Not important	Network availability Slightly important	Network availability Important	Network availability Very important
Download speed	Download speed Not important	Download speed Slightly important	Download speed Important	Download speed Very important
Packet loss	Packet loss Not important	Packet loss Slightly important	Packet loss Important	Packet loss Very important

Other (please specify)

Question Title

* 5. When choosing your broadband service, how important was (is) the price/ cost of the service you were (are thinking of) purchasing?

Not important

Slightly important

Important

Very important

Not important

Slightly important

Important

Very important

Question Title

* 6. What customer service aspects of your broadband service are important to you from a quality perspective?

	Not important	Slightly important	Important	Very important
Supply time for initial connection	Supply time for initial connection Not important	Supply time for initial connection Slightly important	Supply time for initial connection Important	Supply time for initial connection Very important
Fault repair time	Fault repair time Not important	Fault repair time Slightly important	Fault repair time Important	Fault repair time Very important
Bill correctness	Bill correctness Not important	Bill correctness Slightly important	Bill correctness Important	Bill correctness Very important
Resolution time for customer complaints	Resolution time for customer complaints Not important	Resolution time for customer complaints Slightly important	Resolution time for customer complaints Important	Resolution time for customer complaints Very important

Other (please specify)

Question Title

* 7. If a Guernsey broadband price comparison website was available when choosing your current broadband service provider, how likely are you to have used it?

Not at all likely

Not very likely

Somewhat likely

Very likely

Extremely likely

Not at all likely

Not very likely

Somewhat likely

Very likely

Extremely likely

Question Title

* 8. Should one be established, how likely is it you would use a Guernsey broadband price comparison website in the future?

Not at all likely

Not very likely

Somewhat likely

Very likely

Extremely likely

Not at all likely

Not very likely

Somewhat likely

Very likely

Extremely likely

Question Title

* 9. What broadband plan information would you like to see presented on a Guernsey broadband price comparison website?

Data limits

Any requirement for a router

Contract type and length

Upfront/ installation cost

Upload and download speeds

Ongoing monthly cost

Other (please specify)

Broadband Quality of Service Framework Survey

Introduction

Question Title

* 1. Do you currently have an account with a Guernsey telecoms company for a fixed or mobile broadband service?

Question Title

* 2. If you answered yes to Question 1, please indicate what broadband service account(s) you have and with which telecoms company(s)

Question Title

* 3. When choosing your broadband service, how important was (is) your expectation about the quality of the service you were (are thinking of) purchasing?

Question Title

* 4. What technical aspects of your broadband service are important to you from a quality perspective?

Question Title

* 5. When choosing your broadband service, how important was (is) the price/ cost of the service you were (are thinking of) purchasing?

Question Title

* 6. What customer service aspects of your broadband service are important to you from a quality perspective?

Question Title

* 7. If a Guernsey broadband price comparison website was available when choosing your current broadband service provider, how likely are you to have used it?

Question Title

* 8. Should one be established, how likely is it you would use a Guernsey broadband price comparison website in the future?

Question Title

* 9. What broadband plan information would you like to see presented on a Guernsey broadband price comparison website?

Question Title

* 10. Please share any other comments on broadband quality or price information you have below: