Marysville Cable TV Community Web Survey

Cable TV Service

As part of the cable television franchise renewal process, the City of Marysville is assessing cable-related community needs and interests, and evaluating the performance of Comcast and Wave. The City developed this Survey in an effort to gather information about residents’ attitudes toward the services they receive from Comcast and Wave. Please respond to this Survey by Thursday, June 12, 2014 and only if you are a City resident. Survey completion time averages 4-6 minutes.

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* 1. Who is your cable TV provider?

Comcast

Wave

Frontier

Satellite TV

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* 2. About how long (current or previous) has your household subscribed to cable TV?

0-2 years

2-5 years

5-7 years

7+ years

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* 3. For what reasons are you not currently subscribing to cable TV service? (Select all that apply)

Cost

Don't want cable TV

Don't watch TV

Previous service issues

Satellite dish

Cable channel offerings

Not available

Other (please specify)

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* 4. Is there anything a cable TV provider could do to interest you in subscribing to cable TV? (Non-subscribers, please skip at go to Q10.)

Yes

If "Yes," please indicate

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* 5. What cable services do you currently receive from your cable TV provider? (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, Showtime, etc.)

Pay-Per-View Services

Other (please specify)

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* 6. Are there any additional cable services that you would like your cable TV provider to consider?

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* 7. For each of the following, how satisfied have you been with your cable TV provider 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
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 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 (please specify)

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* 8. What is your overall opinion of your cable TV provider?

Excellent

Good

Fair

Poor

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* 9. Do you currently subscribe to Internet service in your home?

Yes

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* 10. Who is your Internet service provider?

Comcast

Wave

Frontier

Other (please specify)

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* 11. For each of the following, how satisfied have you been with your Internet service provider 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 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 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

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* 12. For what reasons do you not currently subscribe to Internet service? (Mark all that apply)

Cost

Do not need that fast a speed for Internet service

Have not looked into the specifics of subscribing

Satisfied with another Internet Service Provider

Other (please specify)

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* 13. Who is your telephone service provider?

Comcast

Wave

Frontier

Other (please specify)

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* 14. For each of the following, how satisfied have you been with your telephone service provider 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 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 (please specify)

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* 15. What is you gender?

Male

Female

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* 16. How old are you?

18-25

26-35

36-45

46-65

66 and older

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* 17. Do you currently have children under 18 in your household?

Yes

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* 1. Who is your cable TV provider?

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* 2. About how long (current or previous) has your household subscribed to cable TV?

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* 3. For what reasons are you not currently subscribing to cable TV service? (Select all that apply)

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* 4. Is there anything a cable TV provider could do to interest you in subscribing to cable TV? (Non-subscribers, please skip at go to Q10.)

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* 5. What cable services do you currently receive from your cable TV provider? (Mark all that apply)

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* 6. Are there any additional cable services that you would like your cable TV provider to consider?

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* 7. For each of the following, how satisfied have you been with your cable TV provider over the last year?

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* 8. What is your overall opinion of your cable TV provider?

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* 9. Do you currently subscribe to Internet service in your home?

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* 10. Who is your Internet service provider?

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* 11. For each of the following, how satisfied have you been with your Internet service provider over the last year?

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* 12. For what reasons do you not currently subscribe to Internet service? (Mark all that apply)

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* 13. Who is your telephone service provider?

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* 14. For each of the following, how satisfied have you been with your telephone service provider over the last year?

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* 15. What is you gender?

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* 16. How old are you?

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* 17. Do you currently have children under 18 in your household?

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* 18. Please provide any other comments you may have regarding your cable television, Internet and phone services.