Alamosa Charter Communications Cable Television Services Residential Survey
1.) Does your family currently subscribe to Charter television services? Yes (Go to Q.4)No (Continue)
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2.) Why are you not currently subscribing to cable television service from Charter?
3.) As a non-cable television subscriber, do you have any of Charter's other services?
3.b) What services do you currently receive from Charter?
4.) How long have you subscribed to cable television service in Alamosa?
5.) Overall, how would you describe your level of satisfaction with Charter cable video services?
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6.) If you indicated anything less than Very Satisfied, is there anything Charter could do to improve your level of satisfaction with its cable video services?
7.) How satisfied have you been with each of the following characteristics of your Charter video service during the last year?
Vary satisfied
Satisfied
Dissatisfied
Very dissatisfied
Don't know/Not applicable
Cost of your cable service
Quality of the picture
Quality of the sound
Quality of the programs
Variety of cable program packages offiered
Location of the cable company
Hours cable company office is open
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8.) In the last year, have you had occasion to call the Charter cable company?(If no, go to Q.13)
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9.) If yes, why did you place the call?
10.) When calling, did you receive a busy signal?
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11.) Was your call answered by a customer service representative within 60 seconds, including the time you were left on hold or worked with an automate response system?
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12.) Was the reason you called resolved within
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13.) The next few questions are about Charter outages. During the past year have you ever lost your entire cable signal (all channels) for a period of fifteen minutes or more when you still had electricity? (If no, go to Q.18)
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14.) If yes, can you estimate how many times you've lost your entire cable signal for a period of fifteen minutes or more?
15.) If yes to Q. 14, did you contact Charter cable operator's office to notify them of outage?
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16.) If yes to Q. 14, rate the operator's responsiveness to the outage
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17.) If your cable outage lasted for 2 or more hours, did you receive a refund or credit from the Charter cable company for the period of time your cable service was out?
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18.) Has your household had any technical difficulty with your Charter cable television service (i.e., picture quality, audio problems, or overall reception)?
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19.) If you have had Charter cable video service for less than 2 years please indicate a rating of satisfaction for the following installation service issues.
Very satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Very dissatisfied
The available times for installation or service
The arrival time of the service technician
The ability of the technician to explain your subscribing options
Respect for your property demonstrated by the service technician
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20.) The next few questions are about your satisfaction level with how well Charter cable operator communicates with you. Overall, how would you rate the following aspects of communication provided by Charter cable operator?
Very satisfied
Satisfied
Dissatisfied
Very dissatisfied
Don't know/Not applicable
The ability of the cable operator to explain and address billing questions
The cable operator's communication with you regarding programming changes
The cable operator's communication with you regarding rate change
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Community Programming (also known as Public, Educational and Government Access Programming)
Charter cable subscribers are currently provided local government, educational and public access programming on Channel 191. Limited local programming is shown on this channel.
21.) How often do you watch the programming that appears on Channel 191?
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22.) How important is it to you that a portion of your future cable video bill continues to specifically support local community programs on channel 191?
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23.) If you have any additional comments regarding Charter and its services, please include them below.
The City of Alamosa will be hosting a public meeting on Wednesday, March 31st via Zoom at 6:00 PM. to receive more information to help guide discussions with Charter Communications on the renewal of the franchise agreement. Survey results will be collected until April 19th, 2021.
Zoom Link information: https://us02web.zoom.us/j/82978484990
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