Cable Office On-Line Survey 3. What Is Your PRIMARY Method of Currently Receiving Television

Cable Office On-Line Survey

The current Comcast Franchise agreement expires in 2016. In preparation for renegotiating the franchise agreement, the City of Seattle gathers information regarding your preferences and needs for television and Internet services provided by Comcast. This survey will not be used for other purposes.

Examples of what the City can require include franchise terms and conditions such as payment for use of public property; television channels for local educational, government and public programming; and certain categories of programming such as Canadian or local cultural and arts programming.

The City cannot require or regulate: 1. Cable TV subscriber fees, except for the most basic Limited tier which currently costs approximately $17.00 per month;

2. Internet prices or minimum speeds. Internet services are regulated by the Federal Communications Commission (FCC);

3. Telephone services and/or fees. Telephone services are regulated by the State of Washington.; or al a carte cable channels

This voluntary survey will take approximately 10 to 15 minutes, and should be completed by the person, over 18 years of age, who makes the purchasing decisions for your household’s use of television and Internet services. We greatly encourage your participation and want your opinion.

The information we collect will NOT be used for any marketing or solicitation, and your responses will be kept strictly confidential. All data will be reported in aggregate, in terms of the percentage of respondents who answer each question. We will not identify any specific respondent.

Thank you in advance for completing this important survey by May 31, 2014.

If you have any questions regarding this survey, please email us at [email protected] Cable Office On-Line Survey

TELEVISION RECEPTION 1. Are you a CURRENT Comcast Cable TV subscriber? *

Yes mlj

No mlj

No, but I am a former Comcast cable TV subscriber mlj

Cable Office On-Line Survey 2. If you do not currently subscribe to cable television, choose from the following reasons for not subscribing? (Please select all that apply)

Don't watch TV fec

I have satellite fec

I use antenna to watch overtheair broadcast television fec

I use Internet streaming (e.g., Netflix, Hulu) fec

Lack of interesting programs fec

Not enough value for the cost/price fec

Can't afford fec

Too many different fees fec

Poor company customer service when I was a subscriber fec

Problems with quality of cable service when I was a subscriber fec

Don't want cable or more channels fec

Don't want my kids to watch more television fec

Too many objectionable programs, including objectionable programming for children. fec

Do not like equipment requirements fec

I don't understand cable and all the choices fec

Other fec

(Please specify)

Cable Office On-Line Survey 3. What is your PRIMARY method of currently receiving television programs?

Cable TV mlj

Satellite (Dish/DirectTV) mlj

Over The Air/Antenna (Free) mlj

Via Internet (Netflix, Hulu, Roku, Apple TV) mlj

On a Computer mlj

On Mobile Device (Smartphone, Tablet) mlj

Don't Own a TV / Don't Watch TV mlj

Don't Know Other

(please specify)

CABLE TELEVISION SERVICE 4. Please select which Comcast cable television service tier that you currently receive? (Please select all that apply)

Limited Basic Cable Service (priced at about $17.90 per month) fec

Digital Economy Cable Service (priced at about $34.95 per month) fec

Digital Starter Cable Service (priced at about $69.49 per month) fec

Premium channels (e.g., HBO, Showtime) fec

High Definition (HD) Programming (priced at about $10.00 per month) fec

Pay per view fec

Don’t know fec

Unsure – Cable bundled with other services (approximately $______per month) fec

Other fec

Other (please specify). If you answered "Unsure" please enter approximately how much is paid per month.

5. Please rate the IMPORTANCE of the following aspects of your cable television service: (Please select the one response for each) Not at All Very 2 3 4 N/A Important 1 Important 5 Type and variety of programs and channels nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Local broadcast programming availability mlj mlj mljmlj mlj mlj

Local government, education and public programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj availability

Premium or special channels availability mlj mlj mlj mlj mlj mlj

Clear, easytoread bills nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Customer service mlj mlj mljmlj mlj mlj

Price paid for service nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Repairs – indoors mlj mlj mljmlj mlj mlj Cable Office On-Line Survey 6. Please rate your SATISFACTION with the following aspects of your cable television service? (Please select one response for each)

Very 2 3 Very Satisfied N/A 4 Dissatisfied 1 5

Type and variety of programs and channels nmlkj nmlkj

nmlkj nmlkj nmlkj nmlkj

Local broadcast programming availability mlj mlj mlj

Local access programming availability mlj mlj mlj

Premium or special channels availability nmlkj nmlkj mlj

Clear, easytoread mlj mlj mlj mlj mlj

bills nmlkj nmlkj

Customer service mlj mlj mlj mlj mlj mlj

Price paid for service nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Repairs – indoors mlj mlj mlj mlj mlj mlj

Repairs – outdoors nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Service reliability mlj mlj mlj mlj mlj mlj

Installation services nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Ability to choose among competing providers mlj mlj mlj mlj mlj mlj

7. If you were able to create a customized package of television channels that would probably have a minimum connection fee and number of channels, how LIKELY would you be to purchase one if: Very Unlikely 1 2 3 4 Very Likely 5 Priced the same as current package n n n n n m m m m m Priced less than current package m m m m m l lj l l l Priced slightly higher than current package n n n n n m m m m m 8. Are you AWARE that Comcast cable subscribers may choose certain individual premium channels (such as HBO and Showtime) for an additional charge without subscribing to a more costly full package/higher tier? mlj Yes

No mlj Cable Office On-Line Survey 9. How INTERESTED are you in the following types of programs? (Please select one response for each)

Not at All 2 3 Very N/A 4 Interested 1 Interested 5

Public & civic affairs nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Neighborhood affairs & news mlj mlj mljmlj mlj mlj

Arts & culture nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Sports mljmljmljmljmlj mlj

Recreation & leisure nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Religion mlj mlj mljmlj mlj mlj

Environment nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Business news mlj mlj mljmlj mlj mlj nmlkj nmlkj Programming targeted for diverse ethnic and minority nmlkj nmlkj interests nmlkj nmlkj

General entertainment (including but not limited to movies) mljmljmljmljmlj mlj Childrens programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Family programming mlj mlj mljmlj mlj mlj

Science/documentary nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Canadian programming mlj mlj mljmlj mlj mlj

Educational Programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj mljmljmljmljmlj Audio programming (including a selection of local FM mlj radio stations) Cable Office On-Line Survey 10.How SATISFIED are you with availability of the following types of programs being available on the cable TV system to view? (Please select one response for each)

Public & civic affairs nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Neighborhood affairs & news mlj mlj mljmlj mlj mlj

Arts & culture nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Sports mljmljmljmljmlj mlj

Recreation & leisure nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Religion mlj mlj mljmlj mlj mlj

Environment nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Business news mlj mlj mljmlj mlj mlj nmlkj nmlkj Programming addressed to diverse ethnic and minority nmlkj nmlkj interests nmlkj nmlkj

General entertainment (including but not limited to movies) mljmljmljmljmlj mlj Childrens programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Family programming mlj mlj mljmlj mlj mlj

Science/documentary nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj

Canadian programming mlj mlj mljmlj mlj mlj

Educational Programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj mljmljmljmljmlj Audio programming (including a selection of local FM mlj radio stations)

11.Please list any additional specific channels or programs that you would like to be made available on your cable TV system that are not currently offered. 1.

3. Cable Office On-Line Survey

12. To WHAT DEGREE you agree or disagree with the following statements: (Please select* one response for each) Strongly 2 3 Strongly Disagree 1 4 Agree 5

Local GOVERNMENT information and programming should be nmlkj available to view on the cable system.

Local GOVERNMENT information and programming should be nmlkj available to view on the Internet.

Local COMMUNITY information and programming should be available nmlkj to view on the cable system. nmlkj Local COMMUNITY information and programming should be available to view on the Internet. nmlkj mlj Local EDUCATIONAL (school, college, and university) information and programming should be available to view on the cable system. mlj mlj Local EDUCATIONAL (school, college, and university) information and programming should be available to view on the Internet. mlj mlj

nmlkj mlj

mlj mlj

nmlkj mlj

mlj mlj

13.How SATISFIED are you with the following aspects of local cable access television programming?

Amount of local community news and events coverage Quality of local community news and events coverage on public access on public access Amount of local coverage of Seattle Public Schools news and events Quality of local coverage of Seattle Public Schools news nmlkj nmlkj and events

Amount of local coverage of Seattle government news nmlkj nmlkj and events

Quality of local coverage of Seattle government news nmlkj nmlkj and events mlj mlj mlj

mlj mlj mlj

nmlkj nmlkj

mlj mlj mlj

nmlkj nmlkj

mlj mlj mlj

14.Please rate the IMPORTANCE to you of the ABILITY TO VIEW local COMMUNITY programming produced by residents or organizations in Seattle. (Please select the appropriate response for each) Not at All Important 1 2 3 4 Very Important 5 nmlkj nml nmlkj nml nmlkj kj kj 15.Using a scale of 1 to 5, please rate the IMPORTANCE to you for residents and community organizations to have ABILITY TO CREATE AND BROADCAST their own local programs to a wide audience via a local public access channel in Seattle. 1 Not at All Important 2 3 4 5 Very Important nmlkj nmlkj nmlkj nmlkj nmlkj Cable Office On-Line Survey 16.Please indicate HOW OFTEN you watch the following local government, educational or community cable programming on your television? Less than Never once per Monthly Weekly Daily month The Seattle Channel/Local Government, Channel 21 n n n n n m m m m m Seattle Community Media (SCM), Channel 77 m m m m m lj l l l l Seattle School District TV, Channel 26 n n n n n m m m m m Seattle Community College TV (SCCTV), Channel 28 m m m m m lj l l l l University of Washington TV (UWTV), Channel 27 n n n n n m m m m m King County TV (KCTV) Government, Channel 22 m m m m m lj l l l l TVW/State Government, Channel 23 n n n n n m m m m m 17.Please indicate whether you CURRENTLY VIEW or WOULD VIEW the following local government, educational or community cable channels VIA the INTERNET/a COMPUTER/a MOBILE DEVICE? (Please select the appropriate response) No, But Would If Yes, Currently View Available No, Would Not View Unsure

The Seattle Channel, Channel 21 nmlkj nmlkj

Seattle Community Media (SCM), Channel 77 nmlkj nmlkj

Seattle School mlj mlj mlj mlj

District, Channel 26 nmlkj nmlkj

Seattle Community College, Channel 28 nmlkj nmlkj

University of mlj mlj mlj mlj

Washington TV, Channel 27 nmlkj nmlkj

King County TV, Channel 22 nmlkj nmlkj

mlj mlj mlj mlj

TVW, Channel 23 nmlkj nmlkj nmlkj nmlkj Cable Office On-Line Survey 18.How SATISFIED are you with the following SEATTLE CHANNEL (Channel 21) programs on governmental cable access television programming? Very Very Satisfied 2 3 4 *Unsure Dissatisfied 1 5 American Podium n n n n n n m m m m m m Art Zone with Nancy Guppy m m m m m m l l l l l l Book Lust n n n n n n m m m m m m City Council meetings m m m m m m l l l l l l City Inside Out n n n n n n m m m m m m City Inside Out Council Edition m m m m m m l l l l l l CityStream n n n n n n m m m m m m Civic Cocktail m m m m m m l l l l l l Community Stories n n n n n n m m m m m m In Good Company m m m m m m l l l l l l Mayoral events including press conferences n n n n n n m m m m m m Seattle Speaks m m m m m m l l l l l l Seattle Voices n n n n n n m m m m m m Town Square m m m m m m l l l l l l Other n n n n n n m m m m m m (please specify)

*Use 'Unsure' if you have no experience with an item. Cable Office On-Line Survey

COMCAST CABLE TV CUSTOMER SERVICE 19. How SATISFIED are you with Comcast’s customer service for your cable television? Very Dissatisfied 1 2 3 4 Very Satisfied 5 nmlkj nmlkj nmlkj nmlkj nmlkj

20. Please indicate if you have EXPERIENCED any of the following issues with the cable television service provided by Comcast? (Please check all that apply)

Pixels or loss of picture or sound fec

A long wait to speak with a customer service person when calling Comcast fec

A long wait to receive a return message from an email or telephone call to Comcast fec

Low quality of work on installation or service visits fec

Difficulty returning equipment or paying bills in person fec

Lack of courtesy from Comcast staff fec

A long wait for installation or service visits, including not keeping scheduled appointments fec

Unclear service options fec

Billing errors fec

Unclear bill fec

Poor picture or poor sound quality fec

None of the above fec

Other fec

(Please specify)

21. Based on your experiences, have you considered canceling your subscription to cable services in favor of video options available over the Internet?

Yes mlj

No mlj

Unsure mlj

22. In the past 12 months, have you contacted Comcast to resolve an issue?

Yes, and I contacted Comcast during business hours mlj

Yes, and I contacted Comcast during NONbusiness hours mlj Cable Office On-Line Survey 23. How long did you have to WAIT to speak with a customer service representative?

30 seconds 1 minute mlj

1 5 minutes mlj

6 – 15 minutes mlj

45 minutes or longer mlj

24. Overall, how SATISFIED are you with Comcast’s resolution of your issue(s)? Very Dissatisfied 1 2 3 4 Very Satisfied 5 nmlkj nmlkj nmlkj nmlkj nmlkj

25. Please let us know if you have any suggestions regarding how COMCAST could serve you better. 5

26. Have you contacted the City’s Office of Cable Communications (OCC) for assistance with an unresolved cable TV issue?

Yes mlj

No mlj

Cable Office On-Line Survey 27. If NO, why not?

Was not aware the City had an OCC mlj

Did not believe the OCC could mlj

help with issue Didn’t want to mlj

spend any more time on the issue mlj

(Please specify)

Cable Office On-Line Survey 28. If YES, how satisfied were you with the assistance you received from the City? Very Dissatisfied 1 2 3 4 Very Satisfied 5 nmlkj nmlkj nmlkj nmlkj nmlkj

29. Are you aware that the City has a Cable Customer Bill of Rights, cable complaint hotline and cable website?

Yes mlj

No mlj

30. Please let us know if you have any suggestions regarding how the City’s Office of Cable Communicationscould serve you better? 5

PRICE OF CABLE TV SERVICE 31. Approximately how much do you pay PER MONTH for the television portion of your Comcast service?

Free mlj

$1 to 19

$20 to 39

$40 to lj

$60 to $79

$80 or more mlj

Unsure – Have bundled services mlj

Don’t know mlj

32. What is your opinion regarding any RATE INCREASES for cable television services that Comcast has implemented while you have been a customer?

I am not aware of any rate increases mlj

Increases have been fair and reasonable mlj

Increases occur too often mlj

Increases have been a little too high mlj

Increases have been very high and unreasonable mlj

No opinion mlj

33. Do you think it is important for Comcast to provide a DISCOUNT for subscribers, who are lowincome, elderly, or disabled?

Yes mlj

No mlj Cable Office On-Line Survey

INTERNET SERVICE 35. Do you have INTERNET access at your home?

Yes mlj

No mlj

36; What do you use the internet for:

Purchasing Web surfing Home business Email You tube Streaming video {add – educational activities, e.g., students school work]

Cable Office On-Line Survey 36. What is the MAIN reason you do not have Internet access?

No need for the Internet mlj

Can access at another location mlj

Too expensive mlj

Not available at my home mlj

Other (Please

specify)

Cable Office On-Line Survey 37. What is the PRIMARY Internet service connection at your home? (select only one)

Telephone line—dialup mlj

Digital Subscriber Line (DSL; CenturyLink or other) mlj

Cable modem (Comcast or other) mlj

Cellular (Verizon Wireless, AT&T, Sprint, or other) mlj

Paid Wireless Hotspot/WiMax (Verizon, Clear/Clearwire, or other) mlj

Other (Please

specify)

38. Would you say the SPEED of your Internet connection is:

not adequate mlj

adequate mlj

awesome mlj

39. Approximately how much do you pay PER MONTH for Internet service?

Free mlj

$1 to $19

$20 to j

$40 to lj

$60 to $79 Cable Office On-Line Survey 41.Please rate your SATISFACTION with the following aspects of your INTERNET service: (Please select one response for each) Very Dissatisfied 1 2 3 4 Very Satisfied 5 Connection speed n n n n n m m m m m Connection reliability m m m m m l lj l l l Clear, easytoread bills n n n n n m m m m m Billing & account service m m m m m l lj l l l Technical support service n n n n n m m m m m Total price paid for service m m m m m l lj l l l 42.Please rate the IMPORTANCE to you of the following aspects of INTERNET service: (Please select one response for each) Not at All Important 2 3 4 Very Important 5 1 Connection speed nmlkj nmlkj nmlkj nmlkj nmlkj

Connection reliability mlj mlj mlj mlj mlj

Clear, easytoread bills nmlkj nmlkj

Billing & account nmlkj nmlkj nmlkj

service mlj mlj mlj mlj

Technical support service mlj nmlkj nmlkj

Total price paid for nmlkj nmlkj nmlkj

service mlj mlj mlj

mlj mlj

43.How much do you AGREE or DISAGREE with the following statements? (Please select one response for each) Strongly Strongly 2 3 4 Agree 5 Disagree 1

nmlkj I would consider whether affordable, highquality Internet service is available when choosing where to live. nmlkj

Highspeed Internet access is important to my household. nmlkj My household uses or would like to use the Internet for educational purposes, such as connecting to schools or educational resources. nmlkj nmlkj My household uses or would like to use the Internet to access community information and resources, such as those offered by libraries mlj mlj and government.

mlj mlj j nmlkj nmlkj mlj mlj nmlkj nmlkj mlj mlj mlj nmlkj Cable Office On-Line Survey

RESPONDENT VERIFICATION

44. I certify that I am: (Please select the appropriate response) *

18 – 25 mlj

years of age

26 – 35 mlj

years of age

36 50 mlj

years of age

51 64 mlj

years of age

65+ mlj

years of age

Prefer mlj not to answer

45. Are you a Seattle resident? *

m lj Yes

m lj No