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HomeMy WebLinkAbout11 Telecommunication Survey Agenda Item #� NER TRUCKEE DON Utility District Workshop To: Board of Directors From: Alan Harry Date: January 8, 2007 Subject: Telecommunications Customer Survey Why is this item before the Board? At your meeting of September 6th the Board met with Mr. Todd Morris of Satisfaction Development Systems regarding the focus of a new telecommunications survey. Following discussions with Mr. Morris the Board directed SDS to conduct the telecommunications customer survey and return to the Board with its findings once completed and analyzed. SDS has completed the survey, and corresponding analysis, and will provide their findings to the Board during a workshop at your regular meeting of January 17, 2007. Background/Summary At your special workshop held March 29, 2006, staff was ask to investigate the availability of market research firms capable of conducting a telecommunications customer survey to receive insight from District customers as to their current use of internet, cable or satellite television and voice services, their satisfaction with current internet, cable television providers and voice providers, and their intent to switch to similar competing services if provided over a FTfU backbone owned and operated by the District. On May 17th you voted to contract with Satisfaction Development Systems (SDS) to conduct such a survey. At your meeting of June 21 st Mr. Todd Morris of SDS met with the Board to better understand the Board's focus for the new survey and to prepare a review of the type of research to be conducted. Finally, at your meeting of September 6th you directed Mr. Morris to conduct the telecommunications survey, following the agreed to focus, and to report back to the Board with its findings. Recommendation In that this is a workshop item no Board action is required. •Page 1 'V T '"JC :E DC uD sssss � � ,: . —:LECO' Sl 2006 PROJECT OVERVIEW In September of 2006, Truckee Donner Public Utility District contracted with SDS to conduct a survey among its customers regarding telecommunications services. This report includes 401 responses from customers of TDPUD. Administration In consultation with TDPUD management, SDS developed the survey questionnaire based on similar SDS telecom research studies and on the current needs and interests of the utility. To meet the research objectives, surveys were completed with 401 residents, randomly selected from a database of 10,848 residents provided by the utility on September 13, 2006. SDS Tele-Service Agents conducted the surveys by telephone during September and October of 2006. Sampling SDS used simple random sampling for this project, providing each Truckee Donner resident in the database an equal opportunity to be selected for the survey. The database for the project was provided by TDPUD, and includes 10,848 names. The confidence level for this survey is 95%, with a margin of error of t 4.80% for the combined data. In other words, the results presented here from the sample of 401 participants can be applied to the entire group from which the names were randomly selected (database of 10,848 residents), with confidence that the results would be within 4.80% of these results if every resident in the database had answered the survey questions. Please note that this margin of error applies only to the aggregate data, and the margin for any subgroups (age and income comparisons in Appendix B) is higher. T UC., EEC", _.. . UD NucL ; C L) TI ; r ; ? 1S '( RICT ELECT L f Report Format (continued) At the end of the report are the appendices, which contain the following information: • Appendix A contains a list of the verbatim comments received. A customer ID number accompanies each comment. This "tagging" method allows readers to identify a single customer's remarks throughout the survey, retaining respondent anonymity as guaranteed by SIDS agents in the administration of the survey. • Appendix B contains a comparison of the results of the survey by Age and Income Level. - ! �- _e 3 UC E_ L 11 PUD y I ELir_ t) TI LIT . 1 RiCT EXECUTIVE SUMMARY The following is a summary of the results of the 2006 Truckee Donner PUD telecommunications market research survey. Results are presented by survey area. Within each section are the results of all questions related to the title of the section. For more in-depth data, see the question-by-question results and Appendices of this report. Telephone The Positive Index, or PI, (combination of the top two responses on the scale — Very Satisfied and Satisfied) for the telephone service satisfaction question (Question 1) is 89, with 32% of respondents selecting Excellent and 57% selecting Good. Among those selecting either Dissatisfied or Very Dissatisfied (11% of respondents), 28% select Service Quality as the reason for their dissatisfaction, and 24% select Customer Service, while 44% select something Other than the options offered in the survey. For a list of these Other responses, and all verbatim comments received for the survey, see Appendix A. Nearly seven-in-ten respondents (69%) rate the value of the service they receive from AT&T as either an Excellent Value (17%) or a Good Value (52%), while 25% rate their service from AT&T as a Fair Value. If the PUD offered phone service in partnership with another provider, and rates were comparable to what they currently pay, 11% of customers would be Very Likely to change providers and 22% would be Somewhat Likely. In addition, 40% of customers are Not Sure how likely they would be to switch, while 14% would be Somewhat Unlikely and 13% would be Very Unlikely. T--uc.' :E ADC., _R 'ua / PUBLIC UTI L ITY D ISTRICT :{. vl -Y 20 i Internet (continued) 07. How do you rate the level of value you receive from your current Internet service provider,based on what ou are currentlycha ed for service? Excellent Value Good Value Fair Value Poor Value Total Internet Suddenlink(previously Count 13 1 35 19 8 75 Provider Cebridge) %within lntemet Provider 17.3% 46.7% 25.3% 10.7% 100.0% AT&T(previously SBC) Count 29 65 32 9 135 %within Internet Provider 21.5% 48.1% 23.7% 6.7% 100.0% Lake Tahoe Online Count 1 4 1 2 8 %within Intemet Provider 12.5% 50.0% 12.5% 25.0% 100.0% AOL Count 1 5 3 2 11 %within Internet Provider 9.1% 45.5% 27.3% 18.2% 100.0% Other Count 11 21 15 4 51 %within Internet Provider 21.6% 41.2% 29.4% 7.8% 100.0% Total Count 55 130 70 25 280 %within Internet Provider` 19.6% 46.4% 25.0% 8.9% 1 100.0% If TDPUD offered Internet service in partnership with another provider, and the rates were comparable to what they currently pay, nearly half of Internet subscribers (47%) would be either Very Likely (14%) or Somewhat Likely (33%) to change providers, while 32% are Not Sure and the remaining 21% are either Somewhat or Very Unlikely. The following table shows these ratings, by current provider: 08. If the PUD offered Internet service in partnership with another Internet service provider,and rates were comparable to what you currentiv Pay.how likelvvrould You be to chance Internet service? SornMAud Somewhat Very LWAOY Li Not Sure Unlikelv Very Unlikely Total Internet Suddenlink(previouslyCount 11 31 24 6 3 75 Provider Catxidge) %within Internet Provider 14.7% 41.3% 32.0% &0% 4.0% 100.0% AT&T(previously SBC) Count 19 41 46 14 15 135 %within Internet Provider 14.1% 30.4% 34.1% 10.4% 11.1% 100.096 Lake Tahoe Online Court 1 2 2 3 0 8 %within Internet Provider 12.5% 25.0% 25.0% 37.5% .0% 100.0% AOL Count 2 4 2 1 2 11 %within Intemet Provider 18.2% 36.4% 18.2% 9.1% 18.2% 100.0% Other Count 8 12 15 4 12 51 %within Internet Provider 15.7% 23.5% 29.4% 7.8% 23.5% 100.0% Total Count 41 90 89 28 32 280 %within Internet Provider 14.6% 32.1% 31.8% 10.0% 11.4% 100.0% S[. - 1 1 3, 2 7 '�' T': JC ' E DO[ = UD MUCMITZE [Ge� "E 'rEL_CO Sl:. 4_Y P 11 0 L I C U T I L I T Y D I S T R I C T 20G) Cable/Satellite TV(continued) If the PUD offered Cable TV service in partnership with another Cable provider, and the rates were comparable to what they currently pay, 47% of customers would be either Very Likely (13%) or Somewhat Likely (34%) to switch their service. In addition, 30% of customers are Not Sure, while 10% are Somewhat Unlikely and 12% are Very Unlikely. The following table demonstrates these ratings by provider: 013. If the PUD offered Cable TV service in partnership with another Cable provider,and rates were comparable to what you currently pay,. how likely would u be to change cable TV service? Somewhat Somewhat Ve Like Like Not Sure Unlike VeryUnlikel Total Provider enlink ouM 28 81 56 10 9 184 %within Provider 15.2% 44.0% 30.4% 5.4% 4.9% 100.0% DirecTV Count 10 12 22 14 14 72 %within Provider 13.9% 16.7% 30.6% 19.4% 19.4% 100.0% Dish Network Court 6 15 19 1 7 3 50 %within Provider 12.0% 30.0% 38.0% 14.0% 6.0% 100.0% Other Court 2 14 10 3 5 34 %within Provider 5.9% 41.2% 29.4% 8.8% 14.7% 100.0% Total Court 46 122 107 34 31 340 %within Provider 13.5% 35.9% T 31.5% 10.0% 9.1% 1 100.0% Statements of Agreement Near the end of the survey, respondents were asked how strongly they agree with the following statements, listed with the percentage of respondents who selected Strongly Agree or Somewhat Agree: % Agree All my telecommunication needs are met by current service providers -80 Other options for telephone, Cable, and Internet services are needed in 63 the community The PUD should be able to offer these services to utility customers 68 e TRUCKEE DONNER PUD PUBLICTRUCKIE U T I LITY DISTRICT TELECOM SUF;V4EY 2006 QUESTION-BY-QUESTION RESULTS SDS—7DPUD, 2006. Pagel l ..Q � � � � TRUCKEE DOP't�ER PUD PUBLIC UTILITY nlsrelcr s"ELECOMSL VEY 2006 01a. [if Dissatisfied or Very Dissatisfied] Why is that? [No Prompt] 13 Cost (3 Customer Service ® Service Quality p Other 4 Cost 24 f Customer Service 44 Other ,t 28 Service Quality Cumulative < Frequency Percent Valid Percent Percent Valid Cost 1 .2 4.0 4.0 Customer Service 6 1.5 24.0 28.0 Service Quality 7 1.7 28.0 56.0 Other 11 2.7 44.0 100.0 Total 25 6.2 100.0 Missing System 376 93.8 Total 401 100.0 SDS—TD UD; 2056. Page 13 TRUCKEE D014NER PUD PUBLIC UTILITY DISTRICT rELECOMISURVEY 2006 Q3. If the PUD offered phone service in partnership with another phone service provider, and rates were comparable to what you currently pay, how likely would you be to change phone service? 13 Very Likely Q Somewhat Likely ® Not Sure © Somewhat Unlikely 12.5 0 Very Unlikely Very Unlikely Very Likely 14 Somewhat Unlikely 22.2 Somewhat Likely 40.4 Not Sure Cumulative - Frequency Percent Valid Percent Percent Valid Very Likely 44 11.0 11.0 11.0 Somewhat Likely 89 22.2 22.2 33.2 Not Sure 162 40.4 40.4 73.6 Somewhat Unlikely 56 14.0 14.0 87.5 Very Unlikely 50 12.5 12.5 100.0 Total 401 100.0 100.0 SDS- 1Pl�J, 2006. awe .v RUCKEE DONN,EER, PUD f rz E is—,�117�- 11 t- 77ELECC �, SLRVEY F U B LIC UTILITY D IS 7 R I CT20U Q4a. [If No] Do you plan to connect to the Internet within the next 12 months? Yes No 29.8 Yes IF Cumulative Frequency Percent Valid Percent Percent Valid Yes 36 9.0 29.8 29.8 No 85 21.2 70.2 100.0 Total 121 30.2 100.0 1 Missing System 280 69.8 Total 401 100.0 SDS -TOPUD, ZCV6. :-acgr 17 _ TRUCKEE DW'NER PUD fir c 1 E I TELECOM SURVEY PUBLIC UTILITY DISTRICT 2006 Q6. Overall, how satisfied are you with your Internet service? 0 Very Satisfied Satisfied ® Dissatisfied ©Very Dissatisfied 3.6 No Opinion[No No Opinion[No Prompt] Prompt] 9.3 Dissatisfied 37.9 Very Satisfied . _ 454 :a.rsx Cumulative; Frequency Percent Valid Percent Percent Valid VerySatisfied 106 26.4 37.9 37.9 Satisfied 127 31.7 45.4 83.2 Dissatisfied 26 6.5 9.3 92.5 Very Dissatisfied 11 2.7 3.9 96.4 No Opinion[No Prompt] 10 2.5 3.6 100.0 Total 280 69.8 100.0 Missing System 121 30.2 Total 401 100.0 S D S-s c_-tea, 2e;rc. �,G`� TRUCKEE DONNER PUD ITZUCKEE DCUMNUR PUBLIC UTILITY DISTRICT TELECOM SURVEY 006 Q7. How do you rate the level of value you receive from your current Internet service provider, based on what you are currently charged for service? Excellent Value Good Value t� ® Fair Value f. ❑ Poor Value es Poor Val 19.6 ExcelleTn Value 25 Fair Value 46.4 Good Value ,r Y Cumulative Frequency Percent Valid Percent ` Percent Valid Excellent Value 55 13.7 19.6 19.6 Good Value 130 32.4 46.4 66.1 Fair Value - 70 17.5 25.0 91.1 Poor Value 25 6.2 8.9 100.0 Total 280 69.8 100.0 Missing System 121 30.2 Total 401 100.0 SC-S — "GPUU, 2006. ?age 21 TRUCIGUIEw TRUCKEE DONNER PUD PUBLIC UTILITY DISTRICT TELECOM SURVEY 2006 Q9. Do you subscribe to Cable or Satellite TV service? 13 Cable Satellite ® Neither 15.2 3. Neither try& E, able . . -, 29.2 satellite Cumulative Frequency Percent Valid Percent Percent' Valid Cable 223 55.6 55.6 55.6 Satellite 117 29.2 29.2 84.8 Neither 61 15.2 15.2 100.0 Total 401 100.0 100.0 SDS—,DPUD, 2006. Na a 23 I F) TRUCKEE DONNER PUD PUBLIC UTILITY DISTRICT TELECOM SURVEY 2006 Q11. Overall, how satisfied are you with your video or TV service? [ Very Satisfied Satisfied ® Dissatisfied ❑ Very Dissatisfied Q No Opinion[No Prompt] 10.9 Dissatisfied 28.2 Very Satisfied 55.9 z Satisfied Cumulative Fre uenc Percent Valid Percent Percent Valid Very Satisfied 96 23.9 28.2 28.2 Satisfied 190 47.4 55.9 84.1 Dissatisfied 37 9.2 10.9 95.0 Very Dissatisfied 11 2.7 3.2 98.2 No Opinion[No Prompt) 6 1.5 1.8 100.0 Total 340 84.8 100.0 Missing System 61 15.2 Total 401 100.0 SDS—T DPUD, 2006. Page 25 T R U C KE E Q C V,I� TRUCKEE DONNER PUD F 11 B L I C IJ T I t I T i' D I S T R I C T TE LEE CWA SL"PVEY 11106 012. How do you rate the level of value you receive from your video provider, based on what you are currently charged for service? [3 Excellent Value Good Value /`J ® Fair Value 0 Poor Value 11.8 11.2 Poor Value Excellent Value 34.7 Fair Value 42.4 Gaod Valu Cumulative Frequency Percent Valid Percent Percent Valid Excellent Value 38 9.5 11.2 11.2 Good Value 144 35.9 42.4 53.5 Fair Value 118 29.4 34.7 88.2 Poor Value 40 10.0 11.8 100.0 Total' 340 84.8 j 100.0 Missing System 61 15.2 Total 401 100.0 v DS—T D P 6:, 20-D6, 27 RUCKEE DCNINER PUD F U 8 L I C UTILITY DISTRICT TELECCI�I! SURVEY L", 6 Q14a. For the following statements, please indicate your level of agreement with each: A. All my telecommunication needs are met by current service providers [3 Strongly Agree Somewhat Agree No Opinion 0 Somewhat Disagree 8.7 Strongly Disagree 0Somewhat Disagree 9 27.9 No Opinion Strongly Agree 52.4 Somewhat Agree Wk Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 112 77-9 27.9 27.9 Somewhat Agree 210 52.4 52.4 80.3 No Opinion 36 9.0 9.0 89.3 Somewhat Disagree 35 8.7 8.7 98.0 Strongly Disagree 8 2-0 2.0 100.0 Total 401 100.0 100.0 rMUrMr-.- �10VEMEi? TRUCKEE DONNER PUD FLBLIC UTILITY DISTRICT TELECO'110 SUFVEY 2006 Q14c. For the following statements, please indicate your level of agreement with each: C. The PUD should be able to offer these services to utility customers [3 Strongly Agree Somewhat Agree No Opinion 0 Somewhat Disagree 5. ❑7 Somewhat Disagree Strongly Disagree 31.9 Strongly Agree 21.7 No Opinion Z, & 36.4 Somewhat Cumulative Frequency Percent Valid Percent Percent Valid Strongly Agree 128 31.9 31.9 31.9 Somewhat Agree 146 36.4 36.4 68.3 No Opinion 87 21.7 21.7 90.0 Somewhat Disagree 23 5.7 5.7 95.8 Strongly Disagree 17 4.2 4.2 100.0 Total 401 100.0 100.0 S D S— D P U D, 2 06. Marc-31 UIUCKEE DOMhER TRUCKEE DOTER PUD PUBLIC UTILITY DISTRICT TELECOM SUR"'EY 2006 Q16. Which of the following categories includes your yearly household income? [3 $25,000 or less $26,000-$40,000 $41,000-$60,000 $61,000-$80,000 3.4 0 over$80,000 $25,000 or less 11.8 $41,000-$W000 166.8 9.7 Over$80,000 $61,000-$80,000 Cumulative Frequency Percent Valid Percent Percent Valid $25,000 or less 8 2.0 3.4 3.4 $26,000-$40,000 20 5.0 8.4 11.8 $41,000-$60,000 28 7.0 11.8 23.5 $61,000-$80,000 23 5.7 9.7 33.2 Over$80,000 159 39.7 66.8 100.0 Total 238 59.4 100.0 Missing Refused 1 163 1 40.6 1 Total 401 100.0 T D P-L;D, 2 0 06. ?age 33 . . _ ari . i . � . k. .- . JC' E 7 DO, ?UD ELECC S; :� :y 2 C APPENDIX A SC < :n APPENDIX A DESCRIPTION r The following pages contain the verbatim comments received for the 2006 Truckee Donner PUD telecom survey. The verbatim comments are organized by question number, and every comment received by SDS is included. A customer ID number accompanies each comment. This "tagging" method allows readers to identify a single customer's remarks throughout the survey, retaining customer anonymity as guaranteed by the SDS agents in the administration of the survey. ;RUC _EE DO. PUD r IIF r ._ t : T _ .,. I T S 2 .6 TRUCKEE DONNER PUD TELECOM SURVEY VERBATIM COMMENTS Q1. Overall, how satisfied are you with the telephone service you receive from AT&T, formerly SBC? [if Dissatisffed or Very Dissatisried] Why is that? Other responses: 10 4 Extra charges. 14 4 Part-time residents and the cost is high. I would like to add Internet with some speed at a reasonable cost. 26 4 Cell phone and Internet and phone were all on one bill. It was quite a shock to have a 300.00 bill. 54 4 1 would like to have them offer a high quality of cell phone service. Cabin is owned by more than one person. 106 4 1 would like a cell phone. I would like a cheaper Internet as well. 121 4 Merger raised my Internet rates and I had no notice that this would happen. 160 4 Cannot call forward our calls to our other homes. 285 4 1 do not like the corporate structure of AT&T. 301 4 1 have always been satisfied with SBC's service but I have never been satisfied with AT&T's service. 366 4 Billing issues. 417 4 1 can't get a hold on which 530 numbers are long distance or which are not and the operators are so abrupt and hard to work with. 431 4 Telemarketers call around dinnertime. Q3. If the PUD offered phone service in partnership with another phone service provider, and rates were comparable to what you currently pay, how likely would you be to change phone service? [If Somewhat Uninterested or Very Uninterested] Why is that? Other responses: 6 No need for change. 5 There would be no point in changing if the rates were the same. I would really like to see the PUD provide competition but the rates tell the tale. 30 My DSL is through AT&T and all my equipment that I bought is through AT&T and I do not know what your set up is. 45 If it was cheaper I would. 47 1 like what I have. 48 It was a bad experience when we did that before. 52 Why should I change for the same rate? If you offered a better rate then yes I would change. 61 1 have a package deal. 65 We used to work for AT&T. 72 My phone and Internet are together and I like it that way. 75 1 think AT&T is able to offer more options. 78 There is no point in changing for the same price if it were lower we would. 83 Satisfied with what I have now and the hassle of change. UC: _` Jc. ER PUD F L E T 1 s . .. . . ELECC SL `.l Y 2006 Q3. If the PUD offered phone service in partnership with another phone service provider, and rates were comparable to what you currently pay, how likely would you be to change phone service? [if Somewhat Uninterested or Very Uninterested] Why is that? Other responses: (continued) 281 We are with AT&T and a change would add some uncertainty. 289 Don't like change. 297 Wouldn't bother changing without a savings. 302 We don't like change. 306 Because it is with my Internet. 311 1 like what I have. 310 1 like the service I have. 338 Satisfied and why go through the hassle. 343 1 have Sure west as my phone carrier and I do not want to change. 344 1 am happy with what I have. 349 1 am satisfied. 355 I'm retired from AT&T and I get free phone service. 359 1 wouldn't go switching around. 361 Happy where I'm at. 369 I'm happy with what I have. 372 It is too much trouble. 374 1 think the PUD should stick to electricity. 381 Happy with where he is right now. 385 We get a discount from AT&T because my husband works for AT&T. 390 The only reason I have phone service is for my Internet. I use my cell phone mainly. 392 1 don't need another provider. 400 My experience in changing phone companies has not been good. 403 Every time I change I have a problem. 401 1 hate changing. I would not change if I had to change my number. 407 1 like my service. The service you're describing is comparable. 413 Management problems in other areas. 428 Service offered is comparable to what I have. 438 1 would not change if the rates were the same. 435 If it is the same I probably would not change. 441 Probably would not want to change because I do not live there full-time. 443 Not want to change. T UCKEE DC:: !E PUD t B L i _ 1: 7 4 _ ii - -LECO SL VEui 2fl' i Q5. What company provides your Internet service? Other responses: (continued) 402 5 Net zero. 413 5 Direct way. 414 5 ISP. 424 5 SBC. 425 5 Comcast. 443 5 Juno. Q6. Overall, how satisfied are you with your Internet service?[if Dissatisfied or Very Dissatisfied] Why is that? 6 5 Down. 26 5 The speed of the Internet. It is supposed to be a high speed service but it isn't. 45 5 Unreliable. 87 5 1 would love to see all the power lines buried. 119 5 Service goes down too often. 143 5 Reliability. 216 5 Reception is poor at times. 302 5 Reliability. 314 5 All of the above 354 5 All of that. 10. What company provides your video service? Other responses: 10 4 Seabridge Cable. 19 4 Charter. 47 4 Private. 77 4 Seabridge. 83 4 Comcast. 100 4 Comcast. 104 4 Seabridge. Sudden Link. 107 4 Seabridge. 109 4 USA Media. 166 4 Comcast 178 4 Seabridge 187 4 Comcast. 229 4 Seabridge Connections. 231 4 Seabridge. 242 4 Cablevision. 243 4 AT&T. 260 4 Comcast. 268 4 Comcast. 270 4 Seabridge. _T -L 3 3 .;g T..UCKE : DC,-.'ER PUD 2036 Q13. If the PUD offered Cable TV service in partnership with another Cable provider, and rates were comparable to what you currently pay, how likely would you be to change to this TV service provider? [If Somewhat Unlikely or Very Unlikely] Why is that? (continued) 163 1 carry my satellite service from my home up there and so I don't want cable. 165 1 don't want cable I like satellite. 180 We are happy with the direct TV. 187 Satisfied with current service. 200 It is too much trouble. 214 1 am happy with what I have. 222 Not even if it was cheaper. 227 The PUD should stay and do what they do best. They should not get involved with other services. 243 1 am satisfied.with my current provider. 245 We get East coast channels with our current provider. 253 Not interested. 261 We are happy with what we have so why change? 260 1 am happy with my current provider. 265 We are not there very often. It is our vacation home. 271 Would not change for same price. 295 It is hooked into our rent and we will not be changing any time soon. 310 We have paid PUD for cable service and we got nothing. 336 1 do not have it now and I do not want it in the future. 342 1 use a service that skips commercials. 343 1 would not go to cable. 344 It costs too much to change. 346 We just started a new contract/ 358 1 like the satellite better than cable. 361 Happy where I'm at. 374 You should stick to electricity. 384 We have better reception and better service .PUD is pretty expensive I don't think I would trust them with another service. 389 1 have been with the current on for a long time. 400 Cable has been huge in the town. 402 Don't have and TV service. 406 1 have had Direct TV for years and I like their service. 407 Service offered is comparable to what I have. 413 No confidence they can do it. 419 There would have to be considerable savings to make it worthwhile. There are set up and a hassle to change companies. I would like to support local businesses. 422 Don't change. 428 Satisfied with what we have. 430 If they are not going to provide anything different, why change. -EE DC- PUD RUC, F u 8 7 1 1 IT r S P' I r- T EL-ZCC..' SURVEY 2006 APPENDIX B F- TRUCKLE DONFER PUD FU6L ' C UTIL . T'; J '. STRiC7 TE!ECO-' SURVEY 2-06 APPENDIX B DESCRIPTION The following pages contain a comparison of the results of this survey by demographic category (Age, Income Level). These comparisons are presented in cross-tabulation tables, which contain all responses for each category and answer choice for each question. In addition, the aggregate responses are found in the last row of each cross-tabulation table. DP' � .J ':E i' TRUC,:EE,DO 1.*ER PUD � : � USL , c UTILIT '; : , STRICT 'TELECO'" SU=.VEY 2006 COMPARISON BYAGE Q1. Overall,how satisfied are you with the telephone service you receive from AT&T formed SBC? Very No Opinion Very Satisfied Satisfied Dissatisfied Dissatisfied No Prompt Promptl Total Age Under25 Count 1 5 0 0 0 6 %within AgeE39. 83.3% .0% .0% .0% 100.0% 25-34 Count 11 1 0 2 23 %within Age 478% 4.3% .0% 8.7% 100.0% 35-49 Count 58 3 2 8 103 %within Age31.1% 56.3% 2.9% 1.9% 7.8% 100.0% 50-65 Count 62 88 10 4 8 172 %within Age 36.0% 51.21/ 5.8% 2.3% 4.7% 100.0% Over 65 Count 12 37 3 1 2 55 %within Age 21.8% 67.3% 5.51 1.8% 3.6% 100.0% Total Count 116 199 17 7 20 359 %within Age 32.3% 55.4% 4.7% 1 .9% . 100.0% Q1a. [If Dissatisfied or Very Dissatisfied] Why is that?No Prom Customer Service Cost Service QualityOther Total Age 25-34 Count 0 1 0 0 1 %within Age .0% 100.0% .0% .0% 100.0% 35-49 Count 0 3 1 1 5 %within Age .0% 60.03/ 20.0% 20.0% 100.0% 50-65 Count 0 2 6 6 14 within Age .0% 14.3% 42.9% 42.9% 100.0% Over 65 Count 1 0 0 3 4 %within Age 25.0% .0% .0% 75.0% 100.0% Total Count 1 6 7 10 24 %within Age 4.2% 25.0% 29.2% 41.7% 100.0% St _ - .1 I 1 T JC EE DC-N :R . LID F U 8 L l C U T I .`_ I T Y F) i 5 R I G i TELECC SL. .VEY 2006 Q4. Do you Currently conned to the Internet from your home? Age Under 25 Count Yes 5 No 1 Total6 %within Age 83.3% 16.7% 100.0% 25-34 Count 19 4 23 %within Age 82.6% 1 17.4% 100.0% 35-49 Count 81 22 103 %within Age 78.6% 21.4% 100.0% 50-65 Count 114 58 172 %within Age 66.3% 33.7% 100.0% Over 65 Count 31 24 55 within Age 56.4% 43.6% 100.0% Total Count 250 109 359 %within Age 69.6% 30.4% 100.0% Q4a. [If No] Do you plan to conned to the Internet within the next 12 months? Yes No Total Age Under 25 Count 0 1 1 %within Age .0% 100.0% 100.0% 25-34 Count 2 2 4 %Within Age 50.0% 50.0% 100.0% 35-49 Count 7 15 22 %within Age 31.8% 68.2% 100.0% 50-65 Count 21 37 58 %within Age 36.2% 1 63.8% 100.0% Over 65 Count 4 20 24 %within Age 16.7% 83.3% 100.0% Total Count 34 75 109 %within Age 31.2% 68.8% 100.0% F 53 3 T- UC'--7E DC ,'.'- :E. PUD FUSLIC UTI ITY DISTRICT TELF-CC SL. :VEY 2006 Q6a. fIf Dissatisfied orVe Dissatisfied] is that? r o Prompt] Connection Customer Technical Cost Speed Service Support Other Total Age 25-34 Count 2 0 1 0 0 3 %within Age 66.7% .0% 33.3% -0% -- 100.0% 35-49 Count 1 5 0 1 5 12 %within Age 8.3% 41.7% .0% 8.3% 41.7% 100.0% 50-65 Count 1 9 3 0 2 15 %within Age 6.7% 60.0% 20.0% .0% 13.3% 100.0% Over 65 Count 0 2 0 0 2 4 %within Age .0% 50.0% .0% .0% 50.0% 100.0% Total Count 4 16 4 1 9 34 r%within Age 11.8% 47.1% 11.8% 2.9% F-26.5 100.0% Q7. How do you rate the level of value you receive from your current Internet service provider,based on what Y u are current)v charged forservice? Excellent Value Good Value Fair Value-- Poor Value Total Age Under25 Count 2 2 1 0 5 %within Age 40.0% 40.0% 20.0% .0% 100.0% 25-34 Count 5 7 5 2 19 %within Age 26.3% 36.8% 26.3% 10.5% 100.0% 35-49 Count 11 42 20 8 81 %within Age 13.6% 51.9% 24.7% 9.9% 100.0% 50-65 Count 25 47 31 11 114 %within Age 21.9% 41.2% 27.2% 9.6% 100.0% Over 65 Count 5 17 7 2 31 %within Age 16.1% 54.8% 22.6% 6.5% 100.0% Total Count 48 115 64 23 250 %within Age 19.2% 46.0% 25.6% 9.2% 100.0% - . =l ), je TRUCKEE DO -:R PUD S T P.I C^ T EE_ECC SU VEY 20 6 10a. What company provides your Cable or Satellite TV service? Suddenlink DirecTV Dish Network Other Total Age Under25 Count 1 0 3 0 4 %within Age 25.0% .0% 75.0% .0% 100.0% 25-34 Count 7 7 5 1 20 %within Age 35.0% 35.0% 25.0% 5.0% 100.0% 35-49 Count 42 22 16 8 88 %within Age 47.7% 25.0% 18.2% 9.1% 100.0% 50-65 Count 91 27 19 14 151 %within AgeMi 12.6% 9.3% 100.0% Over 65 Count 3 7 45 %within Age 6.7% 15.6% 100.0% Total Count 46 30 308 %within Age 14.9% 9.7% 100.0% Q11. Overall how satisfied are uny with our video or TV service? Very No Opinion Very Satisfied Satisfied Dissatisfied Dissatisfied No Prompt] Total Age Under 25 Count 2 2 0 0 0 4 %within Age 50.0% 50.0% 0% .0% .0% 100.0% 25-34 Count 6 10 3 0 1 20 %within Age 30.0% 50.0% 15.0% 0% 5.0% 100.0% 35-49 Count 28 52 5 2 1 88 %within Age 31.8% 59.1% 5.7% 2.3% 1.1% 100.0% 50-65 Count 39 82 22 7 1 151 %within Age 25.8% 54.3% 14.6%, 4.6% 7% 100.09'0 Over 65 Count 8 30 4 1 2 45 %within Age 17 8% 66.7% 8.9% 2.2% 4.4% 100.0% Total Count 83 176 34 10 5 308 %within Age 26.9% 57.1% 11.0% 3.2% 1.6% 100.0% - ) je?7 ►' � °, 14' �v T'UCKEE DONNER PUD U T t ; r . . . TELECO SU..VEY 2006 Q13. If the PUD offered Cable TV service in partnership with another Cable provider,and rates were comparable to what you currently pay, how lik ly would you be to change to this TV serviceprovider? Somewhat Somewhat Very Likely. Likely Not Sure Unlike Very Unlikely Total Age Under25 Count 0 4 2 0 0 6 %within Age .0% 66.7% 33.3% .0% .0% 100.0% 25-34 Count 2 12 5 1 3 23 %within Age 8.7% 52.2% 21.7°% 4.3% 13.0% 100.0% 35-49 Count 11 39 35 12 6 103 %within Age 10.7% 37.9% 34.0% 11.7% 5.8% 100.0% 50-65 Count 25 59 49 17 22 172 %within Age 14.5% 34.3% 28.5% 9.9% 12.8°% 100.0% Over 65 Count 6 10 21 5 13 55 %within Age 10.9% 18.2% 38.2°% 9.1% 23.6% 100.0% Total Count 44 124 112 35 44 359 %within Age 12.3°% 34.5°% 31.2°% 9.7°% 12.3°% 100.0% 014a. For the following statements,please indicate your level of agreement with each: A.All my telecommunication needs are met by current service Providers` Strongly Somewhat Somewhat Strongly Agree Agree No Opinion Disagree Disagree Total Age Under 25 Count 2 3 1 0 0 6 %within Age 33.3% 50.0% 161 0% 0°% 100.0% 25-34 Count 5 15 2 1 0 23 °%within Age 21.7°% 65.2% 8.7% 4.3% .0% 100.0°% 35-49 Count 21 58 10 12 2 103 %within Age 20.4% 56.3% 9.7% 11.7°% 1.9°% 100.0°% 50-66 Count i 49 86 13 19 5 172 %within Age 28.5% 50.0% 7.6°% 11.0°% 2.99/6 100.0% Over 65 Count 15 32 7 1 0 55 °%within Age 27.3% 58.2% 12.7% 1.8% .0% 100.0% Total Count 92 194 33 33 7 359 %within Age 25.6% 54.0% 9.2% 9 2% 1 1.9% 100.0% - .L L ), 2 _3 TRUCKEE DON. fivaLc � r ; ci7v Disr � c = PUDTEL.:CO ., SURVEY 2006 u COMPARISON BY INCOME LEVEL Q1. Overall,how satisfied are you with the telephone service you receive from AT&T,forme SBC? t Very No Opinion V Satisfied Satisfied Dissatisfied Dissatisfied o Prom Total Income $25,000 or less Count 1 5 2 0 0 8 %within Income 12.5% 62.5% 25.0% .0% .0% 100.0%$26,000-$40,000 Count 11 7 1 0 1 20 %within Income 55.0% 35.0% 5.00/. -0 R 5.0% 100.0% $41,000-$6Q000 Count 7 17 1 2 1 28 %Within Income 25.0% 60.7% 3.6% 7.1% 3.6% 100.0% $61,000-$80,000 Gourd 7 12 2 0 2 23 - %within Income 30.4% 52.2% 8.7% .0% 8.7% 100.0% Over$80,000 Count 58 81 8 2 10 159 %within Income 36.5% 50.9% 5.0°b 1.3% 6.3°k 100.0% Total Count 84 122 14 4 14 238 %within Income 35.3% 51.3% 5.9% 1.7% 5.9% 100.0% Q1a. [If Dissatisfied or Very Dissatisfied] Why is that?rNo romnti Customer Service Cost Service' Quali Other Total Income or less Count Cost 1 0 l 1 2 %within Income .0% 50.0% 0% 50.0% 100.0% $26,000-$40,000 Count 0 0 0 1 1 %within Income .0% .0% .0% 100.0% 100.0% $41,000 $60,000 Count 1 0 2 0 3 %within Income 33.3% 0% 66.7% .0% 100.0% $61,000-$80,000 Count 0 1 0 1 2 %within Income 0% 50.0% 0% 50.0% 100.0% Over$80,000 Count 0 3 3 4 10 %within Income .0% 30.0% 30.0% 40.0% 100.0% Total Count 1 5 5 7 18 %within Income 5.6% 27.8% 27.8% 38.9% 100.0% - :: -T_ i TUC,. DC: 11 PUD i iJBLfl ELECC SDI' :Y 20C Q4. Do you currently conned to the Internet from Your home? Income $25,000 or less Count Yes 3 No 5 Total %within Income 37.5% 62.5% 100.0% $26,000-$40,000 Count 12 8 20 %within Income 60.0% 40.0% 100.0% $41,000-$60,000 Count 25 3 28 %within Income 89.3% 10.7% 100.0% $61,000-$80,000 Count 15 8 23 %within Income 65.2% 34.8% 1 00.0% Over$80,000 Count 117 42 159 %within Income 73.6% 26.4% 100.0% Total Count 172 66 238 %within Income 72.3% 27.7% 100.0% Q4a. [if No] Do you plan to connect to the Internet within the next 12 months? Income $25,000 or less Count Yes 3 No 2 Total5 %within Income 60.0% 40.0% 100.0% $26,000-$40,000 Count 3 5 8 within Income 37.5% 62.5% 100.0% $41,000-$60,000 Count 2 1 3 %within Income 66.7% 33.3% 100.0% $61,000-$80,000 Count 3 5 8 %within income 37.5% 62.5% 100.0% Over$80,000 Count 16 1 26 42 %within Income 38.1% 61.9% 100.0% Total Count 27 1 39 66 %within Income I 40.99/b 59.11/6 1 00.0% Lt11Pli E-1RUCKEE DC-..'=R . IrC F lJ ,a, L C i1 r I i T r : R 1 :, r T ELECC ` SL. .-VE`; 2GO6 Q7. How do you rate the level of value you receive from your current Internet service provider,based on what ou are curren charawMd for service? Excellent Value Good Value I Fair Value I Poor Value Total Income $25,000 or less Count 0 1 2 0 3 %within Income .0% 33.3% 66.7% 0% --Too0% $26,000-$40,000 Count 2 6 3 1 12 %within Income 16.7% 50.0% 25.0% 8.3% 100.0% $41,600-$60.000 Count 4 15 1 5 25 %within Income 16.0% 60.0% 4.0% 20.00/ 100.0°� $61,000-$80,00o Count 5 6 4 0 15 %within Income 33.3% 40.01/1. 26.7% 0% 100.0% Over$80,000 Count 2-01 53 32 12 117 %within Income 17.1% 45.3% 27.4% 10.3% 100.0% Total Count 31 81 42 18 172 %within Income 18.0% 47.1% 24.4% 10.5% 100.0% Q8. If the PUD offered Internet service in partnership with another Internet service provider.and rates were comparable to what you currently Pay,tow likelywould a be to chanoe Irtemet service? Somewhat. SonxWw Very Likely Likely Not Sure -Unlikely Very Unlikely Total ncomW orless our 00 1 2 0 0 3 %within Income 0% 33.3% 66.7% 0% 0% 100.0% $26.000-$40.000 Court 2 5 3 0 2 12 %within Income 16.7% 41.7% 25.0% 0% 16.7% 100.0% $41,000-$60,000 Count 2 10 9 1 3 25 %wtthin Income 8.0% 40.0% 36.0% 4.0% 12.0% 100.0% $61.000-$80,000 Court 2 4 3 2 4 15 %within Income 13.30% 26.7% 20.0% 13.3% 26.7% 100.0% Over$80,000 Court 24 36 37 9 11 117 %within Income 20.5% 30.8% 31.6% 7.7% 9.4% 100.0% Total Count 30 56 54 12 20 172 %within Income 17.4% 32.6 31.4% 7.0% 11.6% 100.0% 4 U C E DC.v U _. L vL,CC. IS . _Y 2006 Q11. Overall how satisfied are you with vour video or TV service? Very No Opinion VerY Satisfied Satisfied Dissatisfied Dissatisfied No Prompt Total Income or ess Count 0 5 1 1 1 8 within Income 0% 62.5% 12.5% 12.5% 12.5. 100.0% $26,000-$40,000 %w4 5 10 1 1 0 17 within Income 29.4% 58.8% 5.9% 5.9% ° 0% 100.0% $41,000-$60,000 Count 6 12 2 1 1 22 %within Income 27.3% 54.5% 9.1% 4.5% 4.5% 100.0% $61,000-$80,000 Count 10 7 =10.6% 3.9% 0 19 %within Income 52.6% 36.8% 0% 100.0% Over$80,000 Count 42 76 2 141 %Within Income 29.8% 53.9% 1.4% 100.0% Total Count 63 110 4 207 %within Income 30.4% 53.1% 1.9% 100.0% Q11a. [I1 Dissatisfied or Very Dissatisfied] Why is that?[No �rorn Customer ception Technical Cost Service uali Support Other Total Income $25,000 or less Count 10 1 1 0 0 2 %within Income .0% 50.0% 50.0% .0% 0% 100.0% $26,000-$40,000 Count 1 0 0 0 t 2 %within Income 50.0% 0% .0% 0% 50.0°k -T000% $41,000-$60,000 Count 2 0 1 0 0 3 %within Income 66.71/6 0% 33.3% .0% 0°h 100.0%$61,000-$80,000 Count 1 1 0 0 0 2 %within Income 50.0°� 50.0% .0°r6 .0% 0% 100.0% Over$80,000 Count 2 3 12 1 3 21 °k within Income 9.5% 14.3% 57.1% 4.8% 14.3% 100.0% Total Count 6 5 14 1 4 30 %within Income 20.0% 16.7°k 46.7% 3.3% 13.3% 100.0% - 7 a i1d�g9,+' iJ� TRUC.:EE DC.: 'E.-. PUD rLJsL c -ri _ r , : . -� T-:LECC SU.:li_Y 2006 Q14a. For the following statements,please indicate your level of agreement with each: A.All my telecommunication needs are met by current service Droviders Strongly Somewhat Somewhat Strongly Agree Agree No Opinion Disagree Disagree Total Income $25,000 or less Court 1 5 2 0 0 8 %within Income 12.5% 62.5% 25.0% .0% .0% 100.0% $26.000-$40,000 Count 3 13 1 3 0 20 %within Income 15.0% 65.0% 5.0% 15.0% .0% 100.0% $41,000-$60,000 Count 13 12 2 1 0 28 %within income 46.4% 42.9% 7.1% 3.6% .0% 100.0% $61,000-$80,000 Court 8 13 1 1 0 23 %within Income 34.8% 56.5% 4.3% 4.3% .0% 100.0% Over$80,000 Count 37 83 14 19 6 159 %within Income 23.3% 52.2% 8.8% 11.9% 3.8% 100.0% Total Count 62 126 20 24 6 238 %within Income 26.1% 52.9% 8.4% 10.1% 2.5% F 1 00.0% Q14b. For the following statements,please indicate your level of agreement with each: B.Other options for telephone,Cable,and Internet services are needed in the communit Strongly Somewhat Somewhat Strongly Agree Aciree No Opinion Disagree Disagree Total Income $25,000 or less Court 2 5 0 1 0 8 %within Income 25.0% 62.5% .0% 12.5% .0% 100.0% $26,000-$40,000 Count 4 8 5 3 0 20 %within Income 20.0% 40.0% 25.0% 15.0% .0% 100.0% $41,000-$60,000 Count 12 9 3 3 1 28 %within Income 42.9% 32.1% 10.7% 10.7% 3.6% 100.0% $61,000-$80,000 Count 3 10 3 4 3 23 %within Income 13.0% 43.5% 13.0% 17.4% 13.0% 100.0% Over$80,000 Count 55 48 26 22 8 159 %within Income 34.6% 30.2% 16.4% 13.8% 5.0% 100.0% Total Count 76 80 37 33 12 238 %within Income 31.9% 33.6% 15.5% 13.9% 5.0% 100.0% 2-7e