Final Report Final Report
Community Survey:
Community Survey:
Attitudes about Attitudes about
Charter Cable Charter Cable
conducted for conducted for
The Town of Highland Park The Town of Highland Park
&
&
The City of University Park The City of University Park
Michael E. Egan, PhD, CMC
Methodology Methodology
Telephone interviews
X 425 total, 18 minutes long
9 175 University Park 9 175 Highland Park
9 75 Non subscribers (6 minutes) 9 CATI
X Error: plus or minus 5 percentage points
Statistical analysis
Participant profile
9 Gender: 61% Female
9 Sole cable decision maker 76%
9 Average age: 54.8 years
9 Single family household: 88%
9 Average No. TVs on cable: 3.2
Key Findings Key Findings
Low overall satisfaction (59%) and very low overall satisfaction with the value (35%).
Of 20 attributes associated with cable service only two had satisfaction scores higher than 70%: Accuracy of your bill? (85%), Availability of the programming you want? (77%).
Among agreed-upon contractual services, no more than half rated Charter as doing a “good” or
“excellent” job.
Lower cost was the most important factor to both subscribers and non subscribers to encourage broader cable service usage.
“Overall Satisfaction” and “Value” were independent, but factors driving these perceptions had considerable overlap.
Three in five subscribers (61%) obtained services provided by Charter from other suppliers, mostly high speed internet access.
Over half (57%) of non-subscribers had previously subscribed to a cable service, and had done so for an average of 6.7 years. Their most common reasons for dropping: Cost (51%) and Service (47%). A third (35%)
Of ten service problems, almost half of all subscribers (49%) experienced Intermittent loss the internet more often than 5 times in the past two years. Other frequent problems: Partial channel loss (42%), Total internet loss (41%), Intermittent television loss (40%), degraded picture (37%), Slow internet (37%), Loss e-mail service (33%) and Total outage of your cable television service (32%). Only 18% of frequent problems did not require a service call.
Highland Park had higher Intermittent television loss (45% to 36%) and higher Total outage (39% 24%) than University Park, but University Park had significantly higher Loss of internet (39% to 24%).
About half (54%) who called Charter were satisfied with the way their concerns were addressed; about a third (31%) were dissatisfied, significantly more often among men than women. (40% vs. 26%).
Most (81%) subscribers had called for service, but 30%
were on hold too long. A service call was required for 68% of the calls, but only 35%were scheduled
according to the terms of the Charter contract.
Generally, service technicians arrived promptly (62%),
but less than half of the service calls (42%) ended with
the problem being fixed on the first visit, most often
because the problem persisted.
Type of service Type of service
47%
9%
4%
1%
15%
61%
89%
61%
29%
29%
24%
14%
41%
41%
29%
19%
65%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
100
%
High speed internet access like DSL An antenna for television reception Direct Satellite Dish Network Dial up internet access
Non cable services by subscribers Basic Cable television programming Extended Basic Cable television programming Cable internet access Premium Movie Channels on Cable Digital cable television High definition television
Subscribers Non Subscribers
Shows the percent of respondents answering; Multiple responses (n=425)
Reasons for Dropping Cable Services Reasons for Dropping Cable Services
51%
47%
35%
28%
26%
23%
19%
16%
0% 10% 20% 30% 40% 50% 60%
Cost
Service
Reception
Unresponsiveness
Programming
Picture quality
Features
Other: Moved, Didn't want, etc.
Duration of current Cable Service Subscription Duration of current Cable Service Subscription
8.6
5.8
4.6
4.2
2.9
2.5
0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
Cable television Dial up internet access Cable internet access Direct TV High speed internet access Dish Network
Shows the average time (number varies)
Frequency of problems (Past 2 years) Frequency of problems (Past 2 years)
19%
30%
22%
17%
32%
41%
44%
20%
54%
77%
5%
8%
8%
9%
12%
5%
8%
11%
8%
10%
16%
10%
14%
14%
11%
8%
4%
15%
10%
5%
12%
11%
16%
20%
8%
10%
12%
23%
11%
3%
49%
42%
41%
40%
37%
37%
33%
32%
18%
5%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Intermittent loss of your internet connection via cable
Ability to access all your channels
Total loss of your internet connection via cable
Intermittent loss of your television service
Seriously degraded picture quality
Slow internet speeds
Loss of access to Charter's e-mail service
Total outage of your cable television service
Any problem not requiring a service call
A problem with your bill
Never ONCE TWICE 3 TO 4 FIVE +
Problems: trends Problems: trends
Shows the percent of respondents answering; (n=350)
45%
39%
37%
36%
24%
46%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Intermittent loss of your television service Total outage of your cable television service Total loss of your internet connection via cable
HP UP
50%
50%
49%
48%
40%
25%
25%
37%
36%
30%
36%
27%
13%
36%
Ability to access all your channels Total loss of your internet connection via cable Seriously degraded picture quality Intermittent loss of your television service Total outage of your cable television service Any problem not requiring a service call with Loss of access to Charter's e-mail service
Male Female
44%
42%
42%
39%
33%
31%
30%
30%
29%
25%
23%
57%
Ability to access all your channels Intermittent loss of your television service Total loss of your internet connection Seriously degraded picture quality Total outage of your cable television service Loss of access to Charter's e-mail service
House Others
Characteristics of Service Calls:
Characteristics of Service Calls:
Yes, 81%
No, 19%
Called Charter? “On hold” time?
Scheduled OK?
Tech Visit Needed?
Too long, 30% A reasonable amount of time,
58%
Not long at all, 13%
No,
32% Yes,
68%
Scheduled OK?
Too long, 65%
As Promised, 35%
Arrived on time? Fixed problem?
Never, 7%
Sometimes, 32%
Always, 62%
Never, 15% Always, 42%
Sometimes, 43%
Characteristics of Service Calls:
Characteristics of Service Calls:
Shows the percent of respondents answering; (n=varies)
68%
32%
28%
10%
4%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Problem with TV persisted Equipment or infrastructure problems Incompetent technician Unresponsive; poor follow through Problem with Internet persisted
54%
31%
40%
26%
0% 10% 20% 30% 40% 50% 60%
Top 2 boxes Bottom 2 boxes Men, bottom 2 box Women bottom 2 box
How satisfied are you with the way your concerns were addressed?
Why was problem not fixed?
Chart 7: Satisfaction Ratings Chart 7: Satisfaction Ratings
24%
48%
56%
50%
47%
43%
38%
26%
25%
25%
24%
21%
19%
19%
18%
15%
15%
14%
14%
12%
7%
3%
37%
33%
38%
35%
49%
54%
65%
63%
65%
64%
63%
65%
60%
54%
65%
68%
77%
59%
85%
58%
59%
35%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
OVERALL SATISFACTION SATISFACTION WITH VALUE
Any other issue important to you Value you pay for your digital cable television Value you pay for your Extended cable Value you pay for your high definition cable Value you pay for your basic cable television Ability to resolve cable issues with Charter?
Picture quality Reliability of television cable service?
Reliability of internet cable service?
Promptness in responding to your inquiries or The quality of Installation and repair service?
Helpfulness of Customer Service?
Ability to reach Charter on a toll free phone?
Availability of service at a local Charter office?
Accuracy of cost information about services The clarity of information about services Availability of the programming you want?
Ease of resolving billing issues?
Accuracy of your bill?
Government Access Programming?
Bot 2 box Top 2 Box
Trends: Satisfaction ratings Trends: Satisfaction ratings
15%
46%
38%
35%
33%
25%
17%
54%
18%
8%
34%
17%
19%
21%
15%
6%
27%
8%
0% 10% 20% 30% 40% 50% 60%
HP (purple) vs. UP (green) Ease of resolving billing issues?
MEN (blue) vs. WOMEN (pink) Value you pay for your basic cable
television
Reliability of television cable service?
Picture quality Ability to resolve cable issues with Charter?
The quality of Installation and repair service?
Accuracy of cost information about services 46-65 (yellow) vs. 65+ (gray) Value you pay for your Extended cable Availability of the programming you want?
Shows the percent of respondents answering; (n=varies)
Other important issues Other important issues
27%
27%
22%
20%
14%
14%
6%
4%
1%
0% 5% 10% 15% 20% 25% 30%
Better programming, lineup, communication
Consistent reception (picture & sound)
Cost: Lower or better packaging
Service: More responsive, Live operators
Another provider, competition
Better technology: capability (e.g., HDTV)
Better, faster internet
Other comments
Broader regional coverage on government
Contract compliance Contract compliance
39%
39%
36%
29%
26%
21%
18%
15%
11%
7%
50%
40%
46%
27%
57%
39%
51%
29%
48%
25%
10%
16%
10%
20%
17%
35%
17%
24%
29%
54%
40%
64%
1%
3%
1%
1%
1%
4%
1%
2%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
A live representative 90% of time M-F Same day response to all "no picture" problems Next day or sooner response for all other Prorated rebates for loss of service Morning or afternoon scheduling A channel , continuously updating programs An office within a mile of the Park Cities Single events such as movies Installations in 7 days Parental control option
Fair - Poor Excellent - Good Not provided Don't Know
v
Shows the percent of respondents answering; (n=350)
Ratings of Desired Features Ratings of Desired Features
41%
36%
32%
31%
18%
89%
31%
27%
20%
23%
17%
88%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
More flexibility e.g., á la carte programming Ultra-high-speed wireless internet service Digital video recording More movie options Telephone calls using the internet Others named
Subscribers Non-subscribers
68%
55%
53%
49%
48%
7%
73%
65%
68%
59%
60%
8%
0% 10% 20% 30% 40% 50% 60% 70% 80%
Telephone calls using the internet More movie options
Digital video recording Ultra-high-speed wireless internet service More flexible programming e.g., á la carte
Others named Subscribers
Non-subscribers
Top 2 boxes
Bottom 2 boxes
Other desired features Other desired features
40%
22%
12%
12%
12%
9%
8%
5%
5%
38%
13%
17%
17%
13%
13%
13%
4%
4%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45%
Cost: Lower or better packaging Better programming, lineup, communication of Another provider, competition Consistent reception (picture & sound) Service: More responsive, Live operators, better Flexibility Additional services (DVR, Video conference) Better technology: capability (e.g., HDTV) Better, faster internet
Subscribers (n=97)
Non-subscribers (n=24)
My Advice:
My Advice:
What new services or changes to existing What new services or changes to existing
services could you recommend services could you recommend
25%
22%
21%
21%
19%
15%
8%
5%
5%
0% 5% 10% 15% 20% 25% 30%
Flexibility/ a la Carte
Better programming, lineup, communication of changes
Cost: Lower or better packaging
Service: More responsive, live, better communication
Consistent reception (picture & sound)
Better technology: capability (e.g., HDTV) and infrastructure
Better, faster internet
Another provider, competition
TV Guide
Correlation analysis:
Correlation analysis:
what drives attitudes?
what drives attitudes?
Mean Score-- Rating
Lower score Higher Rating
Correlation Score
Low Correlation
High Correlation
C.
Higher Rating Higher CorrelationGood Work!
A.
Lower Rating / Higher CorrelationDrivers
D. Higher Rating / Lower Correlation Evaluate Effort
B.
Lower Rating / Lower CorrelationMonitor
Relationship between Relationship between
“ “ Overall Satisfaction Overall Satisfaction ” ” & &
“ “ Satisfaction with Value Satisfaction with Value ” ”
S11S10S9 S7 S8
S6
S5
O P4
P3 S4
B3
B2
P2
V4 V5
V3
V2 R2
R1
Q2
S3 S2
S1
B1 P1
Q1
V1 OA
y = 0.3349x + 0.335
0.000 0.100 0.200 0.300 0.400 0.500 0.600 0.700 0.800 0.900 1.000
0.000 0.100 0.200 0.300 0.400 0.500 0.600 0.700 0.800 0.900 1.000
C o rr e la tio n s - V a lu e
Scattergram:
Scattergram: Overall Satisfaction Overall Satisfaction
V1
Q1
P1B1 S1
S2
S3 Q2
R2R1
V2
V3 V5 V4
P2 B2
B3 S4
P3 P4 Other
S5
S6
S7 S8
S9S10S11
| ---
0.050 0.150 0.250 0.350 0.450 0.550 0.650 0.750
2.4 2.5 2.6 2.7 2.8 2.9 3.0 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 4.0 4.1 4.2
Satisfaction Score
C o rr el at io n
Billing
B1 ALL: RESOLVING billing issues?
B2 ALL: RESOLVE PROBLEMS
B3 ALL: BILL ACCURACY Programming
P1 TV PROGRAMMING
P2 TV Government Access Programming?
P3 ALL: ACCURACY about cost of services available P4 ALL: CLARITY information about services available Quality
Q1 TV Picture Quality
Q2 ALL: QUALITY, Installation & repair Reliability
R1 Internet RELIABILITY
R2 TV RELIABILITY
Service
S1 ALL: HELPFULNESS, Customer Service S2 ALL: CONTACT by toll free phone?
S3 ALL: LOCAL OFFICE
S4 ALL: PROMPTNESS, responding to inquiries or calls S5 INITIAL SERVICE CALL: how your concerns were addressed S6 SERVICE CALL: The friendliness & courtesy of technician S7 SERVICE CALL: The technician's knowledge
S8 SERVICE CALL: The professionalism of the technician S9 SERVICE CALL: The helpfulness of the call center S10 SERVICE CALL: The thoroughness of the repair, service call S11 SERVICE CALL: That the repair fixed the problem Value
V1 OVERALL VALUE your subscription V2 TV: DIGITAL, VALUE
V3 TV: HD VALUE
V4 TV: Basic VALUE
V5 TV: Extended VALUE
Other ALL: Any other issue important to your subscription?
Scattergram:
Scattergram: Satisfaction with Value Satisfaction with Value
Billing
B1 ALL: RESOLVING billing issues?
B2 ALL: RESOLVE PROBLEMS
B3 ALL: BILL ACCURACY Programming
P1 TV PROGRAMMING
P2 TV Government Access Programming?
P3 ALL: ACCURACY about cost of services available P4 ALL: CLARITY information about services available Quality
Q1 TV Picture Quality
Q2 ALL: QUALITY, Installation & repair Reliability
R1 Internet RELIABILITY
R2 TV RELIABILITY
Service
S1 ALL: HELPFULNESS, Customer Service S2 ALL: CONTACT by toll free phone?
S3 ALL: LOCAL OFFICE
S4 ALL: PROMPTNESS, responding to inquiries or calls S5 INITIAL SERVICE CALL: how your concerns were addressed S6 SERVICE CALL: The friendliness & courtesy of technician S7 SERVICE CALL: The technician's knowledge
S8 SERVICE CALL: The professionalism of the technician S9 SERVICE CALL: The helpfulness of the call center S10 SERVICE CALL: The thoroughness of the repair, service call S11 SERVICE CALL: That the repair fixed the problem Value
V1 OVERALL VALUE your subscription V2 TV: DIGITAL, VALUE
V3 TV: HD VALUE
V4 TV: Basic VALUE
V5 TV: Extended VALUE
Other ALL: Any other issue important to your subscription?
---
| S11S10 S9
S8
S7
S6 S5
Oth
P3P4 S4
B3 B2
P2 V5
V4
V3 V2
R2 R1
Q2
S3 S2 S1
B1 P1 Q1
OS
- 0.100 0.200 0.300 0.400 0.500 0.600 0.700 0.800
2.4 2.5 2.6 2.7 2.8 2.9 3.0 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 4.0 4.1 4.2
Satisfaction Score
C o rr elat io n
Correlation Analysis 2005
CODE Attribute Score Corre-
lation
SATIS- FACTION Quadrant
VALUE Quadrant
OA
OVERALL SATISFACTION WITH WITH YOUR CABLE
SUBSCRIPTION 3.46 1.000 A
R1 28. Internet RELIABILITY 3.46 0.741 A A
S5
12. INITIAL SERVICE CALL: how your concerns were
addressed 3.20 0.655 A A
V2 30. TV: DIGITAL, VALUE 2.71 0.596 A A
Q1 21. TV Picture Quality 3.44 0.507 A A
V4 32. TV: Basic VALUE 3.14 0.503 A A
V5 33. TV: Extended VALUE 2.89 0.499 A A
B2 35. ALL: RESOLVE PROBLEMS 3.42 0.483 A A
S9
18 d. SERVICE CALL: The helpfulness of the call
center 3.41 0.477 A B
S11
18 f. SERVICE CALL: That the repair fixed the
problem 3.45 0.477 A B
V1 20. OVERALL VALUE your subscription 2.84 0.474 A S10
18 e. SERVICE CALL: The thoroughness of the repair
or service call 3.45 0.467 A B
V3 31. TV: HD VALUE 2.82 0.323 B A
Other
40. ALL: Any other issue important to your
subscription? 2.58 0.319 B B
R2 29. TV RELIABILITY 3.46 0.698 C A
Q2 27. ALL: QUALITY, Installation & repair 3.54 0.546 C C S1 24. ALL: HELPFULNESS, Customer Service 3.60 0.530 C C S4
37. ALL: PROMPTNESS, responding to inquiries or
calls 3.59 0.472 C D
S8
18 c. SERVICE CALL: The professionalism of the
technician 3.89 0.402 D D
S7 18 b. SERVICE CALL: The technician's knowledge 3.69 0.394 D D
B3 36. ALL: BILL ACCURACY 3.93 0.349 D D
S6
18 a. SERVICE CALL: The friendliness and courtesy
of the technician 4.13 0.317 D D
S2 25. ALL: CONTACT by toll free phone? 3.71 0.313 D D P4
39. ALL: CLARITY information about services
available 3.65 0.292 D C
B1 23. ALL: RESOLVING billing issues? 3.75 0.282 D D
P1 22. TV PROGRAMMING 3.75 0.271 D C
S3 26. ALL: : LOCAL OFFICE 3.76 0.255 D D
P3 38. ALL: ACCURACY about cost of services available 3.65 0.245 D C P2 34. TV Government Access Programming? 4.00 0.072 D D
