Welcome to the Cable TV Customer Satisfaction Survey

Thank you for participating in the Charlotte-Mecklenburg Office of Cable TV Customer Satisfaction Survey. Information provided by you will be used to report customer satisfaction of cable operators in the City of Charlotte and Mecklenburg County, as well as the cable administration efforts of this office.

Enter your contact information if you would like a reply. 

You may also reach the Cable Office Hotline @ 704.336.CATV (2288).

Contact Information fields are optional.

1. Who provides your cable service?

2. Please rate your cable company on each of the following services. A score of "5" is "Excellent", and a score of "1" is "Poor".

3. To what cable services do you currently subscribe? (Check all that apply)

Basic Only
Basic + Cable (Standard) Service
Digital Cable Service
Premium Service(s) (ex. HBO, Showtime, Stars/Encore)
Cable Modem Service (ex. Road Runner, Earthlink, Power Link)

4. How many televisions do you have connected to cable TV in your home?

Make Selection 1 2 3 4 or more

5. Please check any major concerns about your current cable service. (Check all that apply)

Billing Rates
Confusing charges and/or hard-to-understand Billing Statements
Late Fee Charges
Obtaining Credits/Refunds
Rate Increases
No Problems

Customer Service
Missed Appointments
Phone Problem (on hold, automated attendant, getting the right person)
Service Call Delays
Uninformed or Unprofessional customer service agents
No Problems

Technical Issues
Installation (cost, install method, scheduling, etc.)
Poor Reception
Poor Work by Service Technicians
Technical Support
No Problems

Other
Cable Modem Service
Channel Lineup
Lack of Cable Competition
Other Limit 50 characters

 

6. How much do you pay for cable services (excluding cable modem services) each month?

Make Selection Less than $10 $10 to $20 $21 to $50 $51 to $80 $81 to $100 Over $100

7. About how many days from the receipt of your billing statement do you have to make a payment in order to avoid special handling fees or late fees?

Make Selection 1 week 2 - 3 weeks 3 - 4 weeks Don't know

8. Do you feel you were ever charged a late fee or special handling fee unjustly?

Make Selection Yes No Don't Know

9. If yes, did you contact the cable operator to get the charges removed?

Make Selection Yes No Don't Know

 

10. When was your last service call to report an outage, repair, add outlets, etc?

Make Selection Within the last 30 days Within the last 6 months Within the last 12 months

11. Where you satisfied with the repair or change of service work done by the cable technician for your last service call?

Make Selection Yes No Don't Remember

Additional Comment

12. Have you ever received a credit for change of service, missed appointments, poor reception, service outage, etc?

Make Selection Yes No Don't Know

13. If yes, why was the credit issued?

Make Selection I contacted the cable company The cable company offered the credit The CharMeck Office of Cable TV Contacted the Company Not Applicable

14. How long did it take you to receive a credit/refund for cable service?

Make Selection Less than 1 month About 1 month More than 2 months Never received the credit/refund

 

15. How often do you watch the following Access Channels?

1 = Daily
2 = Once a week
3 = Once a month
4 = Occasionally
5 = Never
6 = Not Available
7 = Don't Know

16. Do you currently subscribe to cable modem service (such as Power Link or Road Runner?)

Yes
No

17. If you currently subscribe to cable modem service (such as Road Runner or Power Link), how much do you pay for these services each month?

Make Selection $20 to $40 $41 - $50 More than $50

18. Have you ever contacted the cable operator to report any problems with the cable modem service?

Make Selection Yes No Don't Know

19. When you called the cable company about problems experienced with your cable modem service, how long did it take for your cable modem service to be restored to your satisfaction?

Make Selection Within 1 day Within 3 days Within 1 week Longer than 1 week

20. Have you ever experienced problems with the cable modem service that you did not report to the cable operator?

Make Selection Yes No Don't Know

21. What was the general nature of the cable modem service problems? (check all that apply)

Speed
Connectivity at home
Connectivity away from home
Inability to use advertised features
Service interruptions while on-line

 

22. Are you aware that you can contact the Charlotte-Mecklenburg Office of Cable TV regarding problems or questions with your cable operator or cable service?

Yes
No

23. Have you ever had an occasion to contact the Charlotte-Mecklenburg Office of Cable TV?

Yes
No

24. If you have contacted the Charlotte-Mecklenburg Office of Cable TV, how would you rate the quality of service received? A score of "5" is "Excellent", and a  score of "1" is "Poor".

25. What suggestion(s) would you have for the Cable TV Office to improve our service to you?

26. I reside in a:

Multiple Family Residence in (make selection below)

Single Family Residence in (make selection below)

Make Selection Cabarrus County Charlotte Cornelius Davidson Gaston County Harrisburg Huntersville Iredell County Matthews Mecklenburg County (unincorporated area) Mint Hill Pineville South Carolina Other

27. What had been your experience with satellite dish service providers?

Make Selection Previous owner but switched to cable Considering switching to satellite service Switched to satellite services Don't know

28. Please use this area for additional comments about your cable service provider: