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Survey Technique

Top of Mind Awareness. No TOMA of an ISP 25.8%AOL

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Survey Technique

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    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 (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 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)

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