COMMUNITY NEEDS & INTERESTS QUESTIONNAIRE These questions are intended to obtain information about community needs and interests related to cable TV. The information gathered will help to determine if existing local cable TV services and resources are adequate and appropriate, and identify changes that might be made to meet current and future cable-related needs and interests of Port Angeles residents. 1. Do you currently subscribe to the cable TV service provided by WAVE Broadband in Port Angeles? __ No IF “NO,” SKIP TO QUESTION 23 ON PAGE 3
__ Yes
2.
IF "YES" TO QUESTION 1 How long have you subscribed to the WAVE Broadband cable TV service in Port Angeles? __ Less than 1 Year
__ 1 to 5 Years
__ 6 to 10 Years
__ Don’t Know/Don’t Remember
__ Over 10 Years
3. After you initially ordered or later changed your cable TV service or equipment, did you always receive a written confirmation of your order from WAVE Broadband? __ Yes
__ No
__ Don’t Know or Don’t Remember
4. Do you receive WAVE Broadband’s package of high definition (HD) channels? __ Yes
5.
__ No
__ Don’t Know IF “NO” OR “DON’T KNOW,” SKIP TO QUESTION 6, BELOW
IF “YES” TO QUESTION 4 How often do you watch WAVE Broadband channels that are not delivered in HD to your TV? __ Often
__ Sometimes
__ Rarely
__ Don’t Know
__ Never
6. Which one source of information do you use most often to find information about programming on cable TV channels? PLEASE CHECK ONE OF THESE: __ TV Section of Newspaper __ The Internet __ “TV Guide” Magazine __ WAVE Broadband’s On-Screen Program Guide __ Other: __________________________________________________________________________
__ “Channel Surfing” __ Don’t Know
7. How often do you use WAVE Broadband’s on-screen program guide to decide what to watch? __ Never
__ Occasionally
__ Frequently
__ Don’t Know
__ Always
8. Do you subscribe to WAVE Broadband’s internet or telephone service? PLEASE CHECK ONE OF THESE: __ No
__ Yes (Internet and Telephone)
__ Yes (Internet)
__ Yes (Telephone)
__ Don’t Know
9. Please indicate your level of satisfaction with WAVE Broadband’s cable TV service -- NOT telephone or Internet service -- in the following areas (if this item is not applicable to you, indicate that by checking “N/A”):
a. b. c. d. e. f. g. h. i.
VERY GOOD Quality of the picture and sound ............................... ___ Reliability of WAVE Broadband’s cable TV service ...... ___ Variety of channels offered ........................................ ___ Providing bills that are accurate and easy to ............ ___ understand The rates charged by WAVE Broadband for ............. ___ cable TV service Getting services installed or changed by .................. ___ WAVE Broadband Getting problems fixed by WAVE Broadband ............ ___ Clear and accurate promotion of services that are...... ___ available to you from WAVE Broadband Ability of WAVE Broadband to respond to a ..................___ service call within the promised time period
GOOD ___ ___ ___ ___
FAIR ___ ___ ___ ___
POOR ___ ___ ___ ___
VERY POOR ___ ___ ___ ___
DON’T KNOW ___ ___ ___ ___
N/A ___ ___ ___ ___
___
___
___
___
___
___
___
___
___
___
___
___
___ ___
___ ___
___ ___
___ ___
___ ___
___ ___
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COMMUNITY NEEDS & INTERESTS QUESTIONNAIRE 10.
Have you tried to contact WAVE Broadband by telephone during the past year? __ Yes
11.
13.
__ Less Than 30 Seconds __ Between 5-15 Minutes
__ Between 30 Seconds and 1 Minute __ More Than 15 Minutes
__ Don’t Know / Don’t Remember
__ Never Connected IF “NEVER CONNECTED”, SKIP TO QUESTION 16, BELOW
__ Yes
IF “YES” OR “DON’T KNOW”, SKIP TO QUESTION 16 BELOW
__ No
__ Don’t Know
IF “NO” OR “DON’T KNOW”, SKIP TO QUESTION 16, BELOW
IF “YES” TO QUESTION 14 If you scheduled a service call, was the problem resolved on the first visit by the technician? __ No
__ Don’t Know / Don’t Remember
__ Not Applicable
Have you gone to the WAVE Broadband office during the past year? __ No
__ Don’t Know
IF “NO” OR “DON’T KNOW”, SKIP TO QUESTION 20, BELOW
For what reason(s) did you go to the WAVE Broadband office? PLEASE CHECK ALL THAT APPLY: __ Pay bill
18.
__ Don’t Know
IF “NO” TO QUESTION 13 Was that because a service call was necessary?
__ Yes
17.
__ Between 1-5 Minutes
Was the person you spoke with able to resolve your issue during that most recent telephone call?
__ Yes
16.
IF “YES” OR “DON’T KNOW”, SKIP TO QUESTION 16, BELOW
IF “NO” TO QUESTION 11 During your most recent telephone call to WAVE Broadband, if you waited to speak to a customer service representative, how long would you estimate that you were on hold (or were you never connected)?
__ Yes
15.
__ Don’t Know
__ Yes
__ No
14.
IF “NO” OR “DON’T KNOW”, SKIP TO QUESTION 16, BELOW
IF “YES” TO QUESTION 10 As a result of your most recent telephone call to WAVE Broadband, was your issue resolved using the WAVE Broadband automated telephone response system, without talking to a person? __ No
12.
__ Don’t Know
__ No
__ Return/pick up equipment
__ Order/change service
__ Other: ________________________
During your last time at the WAVE Broadband office, how long did you wait in line before a WAVE Broadband representative could help you? __ Less than 5 Minutes __ More than 30 Minutes
__ Between 5 - 15 Minutes __ Don’t Know / Don’t Remember
__ Between 15 - 30 Minutes
__ Left Without Being Helped IF “LEFT WITHOUT BEING HELPED”, SKIP TO QUESTION 20, BELOW
19.
During the last time you went to the WAVE Broadband office, was WAVE Broadband able to resolve your issue? __ Yes
20.
__ Don’t Know / Don’t Remember
__ Not Applicable
How important is it to you that WAVE Broadband provide an office that is located near your home? __ Very Important
21.
__ No
__ Important
__ Not Very Important
__ Not Important at All
__ Don’t Know
Overall, how satisfied are you with the WAVE Broadband cable TV service? __ Very Satisfied
__ Somewhat Satisfied
__ Neutral
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__ Somewhat Dissatisfied
__ Very Dissatisfied
COMMUNITY NEEDS & INTERESTS QUESTIONNAIRE 22.
Please provide any comments about your WAVE Broadband cable TV service in the space below.
WAVE BROADBAND SUBSCRIBERS: PLEASE SKIP TO QUESTION 26 ON THE NEXT PAGE. 23.
Did you previously subscribe to WAVE Broadband’s cable TV service in Port Angeles? __ Yes
24.
__ No IF “NO,” SKIP TO QUESTION 25, BELOW
IF “YES” TO QUESTION 23 If you previously subscribed to WAVE Broadband’s cable TV service in Port Angeles, but no longer do so, please indicate the reason(s) from the list provided below. PLEASE CHECK ALL THAT APPLY: __ I moved to another residence __ Poor picture and/or sound quality from WAVE Broadband __ I didn’t watch TV enough to make it worthwhile __ WAVE Broadband’s customer service was poor __ WAVE Broadband’s cable TV service was too expensive __ I switched to a satellite TV service (e.g., DirecTV, DISH Network) __ I receive enough programming on over-the-air broadcast stations __ I rent or buy programs on DVD or Blu-Ray disc to watch on my TV __ I watch free programming that is delivered through the Internet (e.g., websites of TV shows, YouTube, Vimeo) __ I subscribe to a program service(s) delivered through the Internet (e.g., Netflix, Hulu Plus, Amazon Prime, Vudu) __ Don’t Know __ Other (PLEASE INDICATE): __________________________________________________________________________
25.
If you have NEVER subscribed to the WAVE Broadband cable TV service in Port Angeles, please indicate the reason(s) from the list provided below. IF YOU HAVE PREVIOUSLY SUBSCRIBED TO THE WAVE BROADBAND CABLE TV SERVICE IN PORT ANGELES AND ANSWERED QUESTION 24, SKIP TO QUESTION 26 ON THE NEXT PAGE.
PLEASE CHECK ALL THAT APPLY: __ WAVE Broadband’s cable TV service is not available to my home __ I’m not interested – I don’t watch TV enough to make it worthwhile __ WAVE Broadband has a poor reputation __ WAVE Broadband’s cable TV service is too expensive __ I subscribe to a satellite TV service (e.g., DirecTV, DISH Network) __ I receive enough programming on over-the-air broadcast stations __ I rent or buy programs on DVD or Blu-Ray disc to watch on my TV __ I watch free programming that is delivered through the Internet (e.g., websites of TV shows, YouTube, Vimeo) __ I subscribe to a program service(s) delivered through the Internet (e.g., Netflix, Hulu Plus, Amazon Prime, Vudu) __ Don’t Know __ Other (PLEASE INDICATE): __________________________________________________________________________
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COMMUNITY NEEDS & INTERESTS QUESTIONNAIRE 26.
Would you be interested in seeing locally produced TV programs about community residents, organizations, events, schools, and government? Yes
27.
No IF “NO,” SKIP TO QUESTION 28, BELOW
Maybe
IF "YES" TO QUESTION 26 Please indicate your level of interest in seeing each of the following types of locally-produced programs. Are you very interested, interested, not very interested, or not interested at all? VERY INTERESTED
a. b. c. d. e. f. g. h. i. j. k. l. m. n. o. p. q.
INTERESTED
NEUTRAL
NOT VERY INTERESTED
NOT AT ALL INTERESTED
City government/public agency meetings ........................ ____ ____ ____ ____ ____ City government informational programs ......................... ____ ____ ____ ____ ____ Community festivals, neighborhood events ..................... ____ ____ ____ ____ ____ Educational programs from local schools ........................ ____ ____ ____ ____ ____ Environmental programs ................................................. ____ ____ ____ ____ ____ Ethnic and cultural programs ........................................... ____ ____ ____ ____ ____ Health and fitness programs ........................................... ____ ____ ____ ____ ____ Informational programs about services and .................... ____ ____ ____ ____ ____ activities of Port Angeles organizations/clubs Live coverage of local events (sports, concerts, etc.) ...... ____ ____ ____ ____ ____ Local church services and spiritual programs ................. ____ ____ ____ ____ ____ Port Angeles news and information ................................. ____ ____ ____ ____ ____ Programs about local K-12 schools & activities ............... ____ ____ ____ ____ ____ Programs about local history, arts and artists ................. ____ ____ ____ ____ ____ School Board meetings ................................................... ____ ____ ____ ____ ____ Senior citizen activities and concerns.............................. ____ ____ ____ ____ ____ Youth-produced programs ............................................... ____ ____ ____ ____ ____ Other (describe): ___________________________________________________________________________________
IF YOU ARE NOT A WAVE BROADBAND SUBSCRIBER, SKIP TO QUESTION 30 ON PAGE 5. 28.
How much of your monthly cable bill do you think should be used to pay for the development of TV programs about community residents, organizations, events, schools, and government? __ $5.00 __ Don’t Know
29.
__ $4.00 __ $3.00 __ Other: ________
__ $2.00
__ $1.00
__ 50 CENTS
__ Nothing
How much of your monthly cable bill do you think should be used to pay for the following channels?
a. b. c. d.
$5.00 ESPN............................ __ Fox News Channel ...... __ TNT............................... __ MTV .............................. __
$4.00 __ __ __ __
$3.00 __ __ __ __
$2.00 __ __ __ __
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$1.00 __ __ __ __
$0.50 __ __ __ __
NOTHING __ __ __ __
DON’T KNOW __ __ __ __
OTHER: ________ ________ ________ ________
COMMUNITY NEEDS & INTERESTS QUESTIONNAIRE 30.
How important do you think it is to have cable TV channels that feature programs produced by or about local residents, organizations, schools, and government, or about issues of interest to Port Angeles? __ Very Important
31.
__ No
__ Maybe
__ Don’t Know
__ No
__ Maybe
__ Don’t Know
How often do you use the following information sources to find out about the services available and activities that occur in Port Angeles: a. b. c. d. e. f. g. h.
34.
__ Don’t Know
__ Not Important at All
Would you (or people you know) be interested in learning how to make programs for presentation on a local cable TV channel? __ Yes
33.
__ Not Very Important
Would the organizations that you are involved with be interested in having programs about their services and activities appear on a local cable TV channel? __ Yes
32.
__ Important
NEVER Social media (e.g., Facebook, Twitter, text messages, email) ........... ____ On-line news sites ...................................................................... ____ Websites of local organizations ................................................... ____ Flyers and posters placed on bulletin boards, etc........................ ____ Newspaper articles and advertisements ...................................... ____ Radio station stories and advertisements .................................... ____ Broadcast TV station stories and advertisements........................ ____ Newsletters and other materials via US Mail ................................ ____
OCCASIONALLY ____ ____ ____ ____ ____ ____ ____ ____
FREQUENTLY ____ ____ ____ ____ ____ ____ ____ ____
ALWAYS ____ ____ ____ ____ ____ ____ ____ ____
Finally, we would appreciate it if you would indicate the following information about yourself, for statistical purposes: a. Please indicate the grouping that includes your age: __ Under 25? __ 25 to 34? __ 35 to 44? __ 45 to 54?
__ 55 to 64?
__ 65 or Older?
b. Please indicate your gender: __ Male __ Female c. Please indicate your household’s annual income before taxes: __ Under $25,000 __ $25,000 to $39,999 __ $60,000 to $99,999 __ $100,000 or more
35.
__ $40,000 to $59,999
Thank you very much for your assistance. You are invited (but not required) to voluntarily provide any of the following information about yourself and the organization(s) with which you are associated: Name: ___________________________________________________________________________________________ Organization(s): ___________________________________________________________________________________ ___________________________________________________________________________________ ___________________________________________________________________________________
Address: _________________________________________________________________________________________ Telephone: _______________________
Email: ______________________________________________________
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