1. What is your age?
| 0-16 |
   2.7% |
(9) |
| 17-25 |
19.2% |
(65) |
| 26-35 |
29.9% |
(101) |
| 36-45 |
20.4% |
(69) |
| 46-55 |
13.3% |
(45) |
| 56-65 |
10.9% |
(37) |
| Over 65 |
1.8% |
(6) |
| TOTAL |
98.2% |
338 | |
2. Are you male or
Female?
| Male |
96.2% |
(325) |
| Female |
2.1% |
(7) |
| TOTAL |
98.2% |
338 | |
3. How Often do you visit
Freedom2Support?
| Multiple Times Per Day |
11.5% |
(39) |
| Once Per Day |
8.6% |
(29) |
| Few Times Per Week |
22.2% |
(75) |
| Once a Week |
14.2% |
(48) |
| Less than once per week |
35.8% |
(121) |
| Only during major service outages |
7.7% |
(26) |
| TOTAL |
100.0% |
338 | |
4. How long have you been
using Freedom2Support?
| Since it Began |
7.7% |
(26) |
| 2-3 Years |
14.8% |
(50) |
| 1-2 Years |
31.1% |
(105) |
| 6-12 Months |
22.5% |
(76) |
| 2-5 Months |
18.6% |
(63) |
| Less than 2 Months |
5.3% |
(18) |
| TOTAL |
100.0% |
338 | |
5. Where did you first hear
about Freedom2Support from?
| ADSLGuide |
45.9% |
(155) |
| Usenet Newsgroup |
2.1% |
(7) |
| Freedom2Surf Staff |
8.0% |
(27) |
| ISP Review |
4.7% |
(16) |
| Net4Nowt |
|
(0) |
| Google |
23.1% |
(78) |
| Other Search Engine |
1.2% |
(4) |
| Google Banner Advert |
|
(0) |
| Recommendation from a friend/colleague |
10.7% |
(36) |
| Other: Brief mention in Which Magazine |
0.3% |
(1) |
| Other: can't remember |
0.3% |
(1) |
| Other: Can't remember now!!! Probably a search
on F2S in google. |
0.3% |
(1) |
| Other: cant honestly remember |
0.3% |
(1) |
| Other: Cant Remember |
0.3% |
(1) |
| Other: Cant remember |
0.3% |
(1) |
| Other: Cant remember perhaps google it was a
long time ago |
0.3% |
(1) |
| Other: Family |
0.3% |
(1) |
| Other: Found by accident |
0.3% |
(1) |
| Other: found by accident |
0.3% |
(1) |
| Other: Member of original support team |
0.3% |
(1) |
| Other: users.f2s.com |
0.3% |
(1) |
| Other: Web User chat forum |
0.3% |
(1) |
| Other: Yahoo search engine |
0.3% |
(1) |
| TOTAL |
99.7% |
338 | |
6. What sections of the
Freedom2Support Site do you use?
| Product Information |
43.8% |
(148) |
| Frequentley Asked Questions |
50.9% |
(172) |
| Tutorials |
26.0% |
(88) |
| Support Forums |
88.8% |
(300) |
| Service Status |
43.8% |
(148) |
| Speed Test |
36.4% |
(123) |
| Chat Room |
2.7% |
(9) | |
7. What do you think of the
content of the Freedom2Support Site?
| Excellent |
42.3% |
(143) |
| Good |
47.9% |
(162) |
| Ok |
8.3% |
(28) |
| Poor |
0.6% |
(2) |
| Very Poor |
|
(0) |
| TOTAL |
99.1% |
338 | |
8. How do you rate the
design of the Freedom2Support Website?
| Excellent |
28.1% |
(95) |
| Good |
53.8% |
(182) |
| Ok |
16.3% |
(55) |
| Poor |
1.2% |
(4) |
| Very Poor |
|
(0) |
| TOTAL |
99.4% |
338 | |
9. Did Freedom2Support play
a part in you joining freedom2surf or deciding to stay
with freedom2surf for your internet needs?
| Yes |
39.9% |
(135) |
| No |
59.5% |
(201) |
| TOTAL |
99.4% |
338 | |
|
10. If you are a member of
the Freedom2Support Forums, how do you rate them?
| Excellent |
35.5% |
(120) |
| Good |
46.4% |
(157) |
| Average |
6.8% |
(23) |
| Poor |
0.3% |
(1) |
| Awful |
0.3% |
(1) |
| TOTAL |
89.3% |
338 | |
11. How Helpful do you
feel the Freedom2Support Team are?
| Very Helpful |
76.0% |
(257) |
| Somewhat Helpful |
21.6% |
(73) |
| Not very Helpful |
0.3% |
(1) |
| Not helpful at all. |
0.3% |
(1) |
| TOTAL |
98.2% |
338 | |
12. How big a part does
the fact that freedom2surf staff post in our forums play
in your decision to use them?
| Very Big |
36.1% |
(122) |
| Big |
47.0% |
(159) |
| Little |
11.2% |
(38) |
| Very Little |
1.2% |
(4) |
| None at All |
3.3% |
(11) |
| TOTAL |
98.8% |
338 | |
13. Do you subscribe to
the Freedom2Support Mailing List?
| Yes |
40.5% |
(137) |
| No |
59.2% |
(200) |
| TOTAL |
99.7% |
338 | |
14. If not, why not?
| Would rather read news in forums |
25.4% |
(86) |
| Volume of Mailings |
5.3% |
(18) |
| Did not know about it |
26.6% |
(90) |
| Too hard to sign up |
|
(0) |
| Other: i use the RSS feed to get upto date
info |
0.3% |
(1) |
| Other: Maybe I am? I heard of this from an
email, so probably 13 should be Yes! |
0.3% |
(1) |
| Other: migrating to f2s now |
0.3% |
(1) |
| Other: stupid site wont let me log in even
with the password you have sent me! |
0.3% |
(1) |
| TOTAL |
58.6% |
338 | |
15. How Useful do you find
the Freedom2Support Service Status Feature?
| Very Useful |
42.9% |
(145) |
| Somewhat Useful |
48.2% |
(163) |
| Not Useful at All |
5.6% |
(19) |
| TOTAL |
96.7% |
338 | |
16. Would you be
interested in having archived outage/downtime
information on the Service Status Page?
| Yes |
68.0% |
(230) |
| No |
30.2% |
(102) |
| TOTAL |
98.2% |
338 | |
17. How do you rate the
Freedom2Support Speed Test
| Excellent |
17.2% |
(58) |
| Good |
39.1% |
(132) |
| Ok |
28.1% |
(95) |
| Poor |
4.7% |
(16) |
| Awful |
1.8% |
(6) |
| TOTAL |
90.8% |
338 | |
|
18. If you have
freedom2surf ADSL, what speed is it at?
| 512K |
19.2% |
(65) |
| 1024K |
10.1% |
(34) |
| 2048K |
68.0% |
(230) |
| 8Mb |
0.9% |
(3) |
| TOTAL |
98.2% |
338 | |
19. Do you feel
freedom2surf's £5 per month charge for extra IP's is too
steep?
| Yes |
55.6% |
(188) |
| No |
38.8% |
(131) |
| TOTAL |
94.4% |
338 | |
20. Which of Following
other freedom2surf services do you use? (check all that
apply)
| Pay as you go Dialup |
10.1% |
(34) |
| Anytime |
3.3% |
(11) |
| Domain Name Registration |
10.7% |
(36) |
| Domain Name Email Hosting |
4.1% |
(14) |
| Linux Domain Name Web Hosting |
1.5% |
(5) |
| ASP Domain Name Web Hosting |
0.3% |
(1) |
| SDSL Broadband |
0.6% |
(2) |
| Voice Over IP |
4.1% |
(14) |
| Wifi Hotspots |
3.0% |
(10) | |
21. Is the coverage
provided by the freedom2surf news server good
enough?
| Yes |
50.0% |
(169) |
| No |
32.5% |
(110) |
| TOTAL |
82.5% |
338 | |
| 22. How do you rate the
following services from Freedom2surf On a scale of 1-5
with 1 being poor and 5 being excellent?
If you do not use a particular service please leave
the entry blank.
|
Average rank |
|
1 |
2 |
3 |
4 |
5 |
|
|
| ADSL Broadband |
|
(4.6) |
| SDSL Broadband |
|
(3.4) |
| Dialup |
|
(3.9) |
| Email |
|
(4.3) |
| Voice Over IP |
|
(3.4) |
| Webspace |
|
(4.0) |
| Wifi Hotspots |
|
(3.3) | |
23. How do you rate
freedom2surf's Pricing for the following, with 1 being
very expensive, and 5 being very cheap.
|
Average rank |
|
1 |
2 |
3 |
4 |
5 |
|
|
| 512K Pure IP ADSL
Broadband |
|
(3.2) |
| 1024K Pure IP ADSL
Broadband |
|
(3.0) |
| 2048K Pure IP ADSL
Broadband |
|
(3.3) |
| Connect ADSL Broadband
Products |
|
(3.9) |
| SDSL Broadband Products |
|
(2.9) |
| Linux Web Hosting |
|
(3.0) |
| ASP Web Hosting |
|
(2.8) |
| Email Hosting |
|
(3.0) |
| Domain Name Registration |
|
(2.8) |
| Wifi Hotspots |
|
(2.8) | |
|
24. How do you rate the
freedom2surf web site?
| Excellent |
18.6% |
(63) |
| Good |
49.7% |
(168) |
| Ok |
24.9% |
(84) |
| Poor |
5.9% |
(20) |
| Awful |
0.6% |
(2) |
| TOTAL |
99.7% |
338 | |
25. Do you prefer the new
freedom2surf website to the one it replaced a few months
ago?
| Yes |
80.5% |
(272) |
| No |
13.0% |
(44) |
| TOTAL |
93.5% |
338 | |
26. How do you rate the
Freedom2Surf Members Area
| Very Good |
35.5% |
(120) |
| Good |
42.6% |
(144) |
| Okay |
18.6% |
(63) |
| Poor |
1.2% |
(4) |
| Very Poor |
0.9% |
(3) |
| TOTAL |
98.8% |
338 | |
27. Would you recommend
freedom2surf to a friend?
| Yes |
97.9% |
(331) |
| No |
0.6% |
(2) |
| TOTAL |
98.5% |
338 | |
28. How well do you feel
freedom2surf communicates with it's customers?
| Very Well |
18.9% |
(64) |
| Well |
38.8% |
(131) |
| Ok |
30.5% |
(103) |
| Poorly |
8.6% |
(29) |
| Very Poorly |
1.8% |
(6) |
| TOTAL |
98.5% |
338 | |
29. In what ways do you
feel freedom2surf can improve?
| # |
Response |
| 1 |
1. Longer support hours. 2. Remove complicated
pricing - either charge an activation fee or
don't, but don't offer both. |
| 1 |
a downloadable magazine (.pdf)? |
| 1 |
A monthly update with what is happening wouod
be nice |
| 1 |
A prominent link to freedom2support from the
freedom2surf webpage. Some of the menus somtimes
do not work very well in firefox. An anoymous
whois entry option for people who register
domains. |
| 1 |
Adding a 2048K speed test. |
| 1 |
Advise all new customers of Freeedom2Support
site. |
| 1 |
after early problems i dont know they are
there so i have to risk saying i dont know. |
| 1 |
all f2s news send directly to end users |
| 1 |
Answer the phone quicker.. |
| 1 |
answering e-mails and enquiries |
| 1 |
As a computer user rather than expert I find
the whole organisation suits me fine, I'm very
glad I chose it. |
| 1 |
Be more active in the support forums |
| 1 |
Be more active on freedom2support. Have a
member of staff available on weekends to answer
user comments to avoid the issues of
upcapped/unlimited definitions etc. Lack of
information automatically translates f2s are
hiding something and so they need to be more
proactive. |
| 1 |
Better communication about product
developments. I've only been with f2s for about 3
months, so not much experience to go on, but so
far I've always find out about new developments
etc from freedom2support or adslguide, eg f2s have
never told me about the recent doubling of the
data usage allowance on my 50GB (now 100GB)
package, nor about the imminence of up to 8Meg
service. You'd think they would want to let
customers know about positive developments like
that. Not everyone will check out their website
regularly. . |
| 1 |
Better communication with customers when
things change - for example, I had no idea until I
took this survey that the former ADSL "connect"
50/100Gb package is now "uncapped" ... but I will
have to check further to find out the difference
between "uncapped" and "unlimited" |
| 1 |
Better communications with customers through
freedom2support. Letting customers know about the
freedom2support website on freedom2surf.net |
| 1 |
better customer communications a more
consistent website & not so many broken links
more clarity on what is being offered - down to
the minute details. many people want to know
exactly what they are paying for and when I signed
up with freedom2surf, one of the reasons i did so
was that they explained exactly what I was
getting. since then there seems to be a gradual
move towards sales pitches instead of unambiguous
information. you might win more customers this way
but the largest ISP is not necessarily the best or
the one that will make you the most money in the
long run. |
| 1 |
Better DNS Management when purchasing a domain
name via F2S - i.e e-mail redirection etc |
| 1 |
Better explanations of its terms
(uncapped/unlimited). Improved access to
T&C's. |
| 1 |
Better feedback on questions regarding
new/changed packages. There is a delay which
causes speculation and unease when these questions
remain unanswered |
| 1 |
Better information about availability of 8Mb
and faster services. At the moment I have no clear
path for my particular exchange, and if this
doesn't change if the next months I will porbably
leave f2s. |
| 1 |
Binary newsgroups |
| 1 |
By also sending out email of daily usage stats
rather than having to log on to check. This would
be very useful. |
| 1 |
By being even more price conscious. Reducing
monthly costs as soon as possible. More
competitive email hosting - this is one aspect
that I'm seriously considering moving |
| 1 |
By giving more content on the web site and
treating emails re problems, at the same level as
phoning. |
| 1 |
By having more staff post at freedom2support
or to create some sort of supports forums at
f2s.com |
| 1 |
By letting customers know of changes in
advance of the PR |
| 1 |
By providing information about the status of
its services, and some contact outside office
hours. |
| 1 |
Carry on doing what they're doing, putting the
customers first |
| 1 |
Changing the LAN IP fee to a one-off would be
useful, even if it was higher (i.e. £20 etc). I
can't see a point in the VoIP service until I can
be called from landlines(or even call landlines
with the billing going to my f2s account), which
is why I use sipgate.co.uk for my VoIP Short of
that, I can't fault them reeally. Price cuts would
be nice, but are far from essential given the new
uncapped connect products. One idea I had was to
maybe have tiered bandwidth usage for traffic
local to F2S's network, encouraging local caches
etc to help reduce the load on their peering
links. Say something as simple as a Debian
apt-proxy. Maybe thats a touch too pie in the sky
though....the offical servers are pretty speedy
anyway. Kinda indicative of the quality of the
service when thats the best want I can come up
with really...I just hope things can last at the
current prices! |
| 1 |
Cheaper Prices, maybe a free upgrades like
Plus Net and Pipex r doing. |
| 1 |
Cheaper, faster products...d'uhh |
| 1 |
Check pricing of competitors and remain a bit
more closer to the prices offered by their rivals.
F2S always seem to lag a bit behind in this
respect and more than once I have contemplated
moving to get a better price for essentially the
same service. |
|
