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

Cable Office On-Line SurveyThe 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 channelsThis 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 SurveyTELEVISION 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 mlj Don't Know Other (please specify)Cable Office On-Line SurveyCABLE 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 65. 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 nmlkjLocal broadcast programming availability mlj mlj mljmlj mlj mljLocal government, education and public programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj availabilityPremium or special channels availability mlj mlj mlj mlj mlj mljClear, easytoread bills nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjCustomer service mlj mlj mljmlj mlj mljPrice paid for service nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjRepairs – 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 5Type and variety of programs and channels nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjLocal broadcast programming availability mlj mlj mljLocal access programming availability mlj mlj mlj nmlkj nmlkj nmlkj nmlkjPremium or special channels availability nmlkj nmlkj mljClear, easytoread mlj mlj mlj mlj mlj bills nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjCustomer service mlj mlj mlj mlj mlj mljPrice paid for service nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjRepairs – indoors mlj mlj mlj mlj mlj mljRepairs – outdoors nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjService reliability mlj mlj mlj mlj mlj mljInstallation services nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjAbility to choose among competing providers mlj mlj mlj mlj mlj mlj7. 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 YesNo 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 5Public & civic affairs nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjNeighborhood affairs & news mlj mlj mljmlj mlj mljArts & culture nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjSports mljmljmljmljmlj mljRecreation & leisure nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjReligion mlj mlj mljmlj mlj mljEnvironment nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjBusiness news mlj mlj mljmlj mlj mlj nmlkj nmlkj Programming targeted for diverse ethnic and minority nmlkj nmlkj interests nmlkj nmlkjGeneral entertainment (including but not limited to movies) mljmljmljmljmlj mlj Childrens programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjFamily programming mlj mlj mljmlj mlj mljScience/documentary nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjCanadian programming mlj mlj mljmlj mlj mljEducational 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)Very 2 3 Very Satisfied N/A 4 Dissatisfied 1 5Public & civic affairs nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjNeighborhood affairs & news mlj mlj mljmlj mlj mljArts & culture nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjSports mljmljmljmljmlj mljRecreation & leisure nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjReligion mlj mlj mljmlj mlj mljEnvironment nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjBusiness news mlj mlj mljmlj mlj mlj nmlkj nmlkj Programming addressed to diverse ethnic and minority nmlkj nmlkj interests nmlkj nmlkjGeneral entertainment (including but not limited to movies) mljmljmljmljmlj mlj Childrens programming nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjFamily programming mlj mlj mljmlj mlj mljScience/documentary nmlkj nmlkj nmlkj nmlkj nmlkj nmlkjCanadian programming mlj mlj mljmlj mlj mljEducational 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. 1.2.3. Cable Office On-Line Survey12. 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 5Local 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 nmlkj nmlkj nmlkj nmlkj mlj mlj mlj mlj mlj nmlkj nmlkj nmlkj nmlkj nmlkj mlj mlj mlj mlj mlj13.How SATISFIED are you with the following aspects of local cable access television programming?Very 2 3 Very Satisfied N/A 4 Dissatisfied 1 5Amount 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 eventsAmount of local coverage of Seattle government news nmlkj nmlkj and eventsQuality of local coverage of Seattle government news nmlkj nmlkj and events mlj mlj mlj mlj mlj mlj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj mlj mlj mlj mlj mlj mlj nmlkj nmlkj nmlkj nmlkj nmlkj nmlkj mlj 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 UnsureThe Seattle Channel, Channel 21 nmlkj nmlkjSeattle Community Media (SCM), Channel 77 nmlkj nmlkj Seattle School mlj mlj mlj mlj District, Channel 26 nmlkj nmlkjSeattle Community College, Channel 28 nmlkj nmlkj University of mlj mlj mlj mlj Washington TV, Channel 27 nmlkj nmlkjKing County TV, Channel 22 nmlkj nmlkj mlj mlj mlj mljTVW, 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 SurveyCOMCAST 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 nmlkj20. 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 16 – 30 minutes mlj 31 – 45 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 nmlkj25. Please let us know if you have any suggestions regarding how COMCAST could serve you better. 5626. 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 Other(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 nmlkj29. 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? 56Cable Office On-Line SurveyPRICE OF CABLE TV SERVICE 31. Approximately how much do you pay PER MONTH for the television portion of your Comcast service?Free mlj mlj $1 to 19 mlj $20 to 39 $40 to lj $59 mlj $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 SurveyINTERNET 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 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 mlj Other (Please specify)38. Would you say the SPEED of your Internet connection is: not adequate mlj adequate mlj awesome mlj mlj 39. Approximately how much do you pay PER MONTH for Internet service?Free mlj mlj $1 to $19 ml$20 to j $39 m$40 to lj $59 mlj $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 nmlkjConnection reliability mlj mlj mlj mlj mljClear, easytoread bills nmlkj nmlkjBilling & account nmlkj nmlkj nmlkj service mlj mlj mlj mljTechnical support service mlj nmlkj nmlkjTotal price paid for nmlkj nmlkj nmlkj service mlj mlj mlj mlj mlj43.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. nmlkjHighspeed 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 SurveyRESPONDENT VERIFICATION44. 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 agePrefer mlj not to answer45. Are you a Seattle resident? * m lj Yes m lj No

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

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