Survey Technique

1
Survey Technique

• Survey Type Telephone Interview
• Sample Selection Random Digit Sample
• Geographic Controls Sample controlled by ZIP
  Code for the Wenatchee, East Wenatchee, Cashmere,
  Dryden, Monitor, Malaga, Entiat, Ardenvoir,
  Orando, Rock Island and Palasades, Washington.
• Sample Period March 6-13, 2000
• Sample Size 800 In-tabulated Interviews

2
Top of Mind Awareness

• No TOMA of an ISP 25.8
• AOL GTE with over 35 Combined TOMA
• NWI BossIG with about ¼ (24)
• CRCWNET dead last!

3
Majority (74) say they are ISP users.

• We did not qualify if User paid for service or
  is a non paying user.
• User may be unaware of the actual ISP provider.
• Non Paying users could include children,
  students, friends using others ISPs.

4
Non ISP Users TOMA

• About ¼ of 12 Plus Respondents (25.8) said they
  are not ISP users.
• Majority Of Non ISP Respondents (61.7) have no
  ISP TOMA.
• AOL has a largest Top of Mind Awareness of the
  non ISP users with a 35 Top of Mind Awareness.

5
ISP Provider

• ISP percentages mirror TOMA.
• If its Top Of Mind then it must be their
  Internet Service Provider.

6
Satisfaction Index

• Respondents would rate there ISP as follows
• 1 Very Dissatisfied
• 2 Somewhat Dissatisfied
• 3 Neutral
• 4 Somewhat Satisfied
• 5 Very Satisfied

7
Local ISPs Lead in Customer Satisfaction

• 1 Rightathome (4.5)
• 2 Televar/BossIG (4.4)
• 3 Northwest Telephone (4.2)
• 4 Northwest Internet (4.1)
• Note CRCWNET had a 5.0 ratings (perfect) but was
  not ranked due to insufficient sample size.

8
National ISPs Satisfaction

• Worst is MSN with 3.8 index
• AOL and GTE in the 3.9 to 4 Range

9
Satisfaction Percentages

• Rightathome had all 4 and 5 ratings. The 5
  ratings accounted for over 60 of their
  respondents.
• Northwest Telephone had the largest number of 3
  ratings for the local ISPs.
• MSN had the highest percentage of 3 ratings.
• GTE had the highest percentage of 2 ratings.

10
Little Dissatisfaction

• No 1 Ratings for ISPs.
• Very few 2 ratings as well. Only for GTE followed
  by AOL.

11
ISP Problems

• Worst
• MSN with about 1 in 14 reporting problems (7).

12
National ISP Problems

• GTE 2 worst with 6.
• AOL 3 with 4.5.

• Locals no reported problems.

13
Getting on and getting kicked off

• 5 of GTEs and 4 of MSNs customers reported
  problems with getting on line.

• Getting kicked off was the second biggest
  complaint with MSN at 3.8, AOL with 2.7, GTE
  with 1.4 and Televar/BossIG with 0.9.

14
Would you consider changing your ISP?

15
National ISPs with higher percentage that
would change.

• 6 of MSNs customers would consider changinging.
• GTE 2 with 4
• AOL 3 with 2.5.

• Only local ISP customer base that may change is
  Televar/ BossIG with a 0.8 response.

16
ISP Change Target

• GTE, MSN and AOL customers that said they would
  consider switching totaled only 1200 persons.

17
The Big Market

• NON ISP users.
• Over 18,000 potential customers
• Almost all have not decided with ISP to use.
• Of the few who have decided, AOL leads the pack
  (180 persons)