1. What is your age?
| 0-16 |
   1.7% |
(4) |
| 17-25 |
15.4% |
(37) |
| 26-35 |
22.9% |
(55) |
| 36-45 |
21.3% |
(51) |
| 46-55 |
17.9% |
(43) |
| 56-65 |
15.0% |
(36) |
| Over 65 |
3.8% |
(9) |
| TOTAL |
97.9% |
240 | |
2. Are you male or Female?
| Male |
91.3% |
(219) |
| Female |
4.2% |
(10) |
| TOTAL |
95.4% |
240 | |
3. How Often do you visit
Freedom2Support?
| Multiple Times Per Day |
17.1% |
(41) |
| Once Per Day |
15.8% |
(38) |
| Few Times Per Week |
23.8% |
(57) |
| Once a Week |
12.5% |
(30) |
| Less than once per week |
22.1% |
(53) |
| Only during major service outages |
8.8% |
(21) |
| TOTAL |
100.0% |
240 | |
4. How long have you been
using Freedom2Support?
| Over 4 Years |
3.8% |
(9) |
| 3-4 years |
10.0% |
(24) |
| 2-3 Years |
16.7% |
(40) |
| 1-2 Years |
34.6% |
(83) |
| 6-12 Months |
19.6% |
(47) |
| 2-6 Months |
11.7% |
(28) |
| Less than 2 Months |
3.8% |
(9) |
| TOTAL |
100.0% |
240 | |
5. Where did you first hear
about Freedom2Support from?
| ADSLGuide |
47.9% |
(115) |
| Usenet Newsgroup |
1.7% |
(4) |
| Freedom2Surf Staff |
4.6% |
(11) |
| ISP Review |
3.8% |
(9) |
| Net4Now |
|
(0) |
| Google |
22.1% |
(53) |
| Other Search Engine |
1.7% |
(4) |
| Friend/Colleague |
12.9% |
(31) |
| Other: 4webhelp.net |
0.4% |
(1) |
| Other: can't remember |
0.4% |
(1) |
| Other: Can't remember now |
0.4% |
(1) |
| Other: Can't remember! |
0.4% |
(1) |
| Other: Can't remember... |
0.4% |
(1) |
| Other: cant actually remember |
0.4% |
(1) |
| Other: cant honestly remember |
0.4% |
(1) |
| Other: internet magazines |
0.4% |
(1) |
| Other: This survey |
0.4% |
(1) |
| TOTAL |
98.3% |
240 | |
6. What sections of the
Freedom2Support Site do you use?
| Product Information |
17.9% |
(43) |
| Frequentley Asked Questions |
31.3% |
(75) |
| Tutorials |
13.8% |
(33) |
| Support Forums |
93.8% |
(225) |
| Service Status |
47.5% |
(114) |
| RSS Feed |
2.9% |
(7) |
| Freedom2Support Mobile |
|
(0) | |
7. What do you think of the
content of the Freedom2Support Site?
| Excellent |
36.7% |
(88) |
| Good |
47.5% |
(114) |
| Ok |
12.5% |
(30) |
| Poor |
1.7% |
(4) |
| Very Poor |
|
(0) |
| TOTAL |
98.3% |
240 | |
8. How do you rate the design
of the Freedom2Support Website?
| Excellent |
26.3% |
(63) |
| Good |
52.5% |
(126) |
| Ok |
17.5% |
(42) |
| Poor |
1.3% |
(3) |
| Very Poor |
1.3% |
(3) |
| TOTAL |
98.8% |
240 | |
9. Did Freedom2Support play a
part in you joining freedom2surf or deciding to stay
with freedom2surf for your internet needs?
| Yes |
32.5% |
(78) |
| No |
67.1% |
(161) |
| TOTAL |
99.6% |
240 | |
|
10. If you are a member of
the Freedom2Support Forums, how do you rate them?
| Excellent |
32.1% |
(77) |
| Good |
45.8% |
(110) |
| Average |
11.3% |
(27) |
| Poor |
0.4% |
(1) |
| Awful |
0.4% |
(1) |
| TOTAL |
90.0% |
240 | |
11. How Helpful do you feel
the Freedom2Support Team are?
| Very Helpful |
62.9% |
(151) |
| Somewhat Helpful |
27.9% |
(67) |
| Not very Helpful |
2.5% |
(6) |
| Not helpful at all. |
2.1% |
(5) |
| TOTAL |
95.4% |
240 | |
12. How big a part does the
fact that freedom2surf staff post in our forums play in
your decision to use them?
| Very Big |
29.2% |
(70) |
| Big |
41.3% |
(99) |
| Little |
20.0% |
(48) |
| Very Little |
3.3% |
(8) |
| None at All |
4.6% |
(11) |
| TOTAL |
98.3% |
240 | |
13. Do you subscribe to the
Freedom2Support Mailing List?
| Yes |
56.3% |
(135) |
| No |
42.9% |
(103) |
| TOTAL |
99.2% |
240 | |
14. If not, why not?
| Would rather read news in forums |
24.2% |
(58) |
| Volume of Mailings |
2.5% |
(6) |
| Did not know about it |
11.7% |
(28) |
| Too hard to sign up |
|
(0) |
| Delay on News being sent out |
1.3% |
(3) |
| Other: Didn't know you HAD it! |
0.4% |
(1) |
| Other: not joined forum yet - but often read |
0.4% |
(1) |
| Other: not sure I knew about it |
0.4% |
(1) |
| Other: not sure if i signed up |
0.4% |
(1) |
| Other: only refered to FAQ but may sign up |
0.4% |
(1) |
| TOTAL |
41.7% |
240 | |
15. How Useful do you find
the Freedom2Support Server Status Feature?
| Very Useful |
35.8% |
(86) |
| Somewhat Useful |
52.5% |
(126) |
| Not Useful at All |
9.2% |
(22) |
| TOTAL |
97.5% |
240 | |
16. Are you aware of the
Freedom2Support Mobile service?
| Yes |
23.3% |
(56) |
| No |
75.8% |
(182) |
| TOTAL |
99.2% |
240 | |
17. If so, how do you rate
it?
| Excellent |
1.3% |
(3) |
| Good |
7.1% |
(17) |
| Ok |
8.3% |
(20) |
| Poor |
0.4% |
(1) |
| Awful |
|
(0) |
| TOTAL |
17.1% |
240 | |
|
18. If you have freedom2surf
ADSL, what speed is it at?
| 512K |
5.4% |
(13) |
| 1MB |
5.0% |
(12) |
| 2MB |
15.4% |
(37) |
| 2-4MB |
17.5% |
(42) |
| 4-8MB |
52.9% |
(127) |
| TOTAL |
96.3% |
240 | |
19. If you are a
freedom2surf ADSL User, and you migrated in, where did
you migrate from?
| Tiscali |
3.8% |
(9) |
| Orange |
3.8% |
(9) |
| AOL |
2.1% |
(5) |
| Plusnet |
3.8% |
(9) |
| Pipex |
3.3% |
(8) |
| Nildram |
0.8% |
(2) |
| BT Yahoo / BT Broadband |
5.0% |
(12) |
| Eclipse |
0.4% |
(1) |
| Zen |
|
(0) |
| Other |
14.6% |
(35) |
| TOTAL |
37.5% |
240 | |
20. If you are on a speed
higher than 2MB, Do you get somwhere near the advertised
speed of your product most of the time? If you are on
2MB and below please leave this question blank.
| Yes |
23.8% |
(57) |
| No |
45.8% |
(110) |
| TOTAL |
69.6% |
240 | |
21. Which of Following
freedom2surf services do you use? (check all that apply)
| Pay as you go Dialup |
10.4% |
(25) |
| Anytime 56K Dialup |
1.3% |
(3) |
| Domain Name Registration |
12.5% |
(30) |
| Domain Name Email Hosting |
8.8% |
(21) |
| Linux Domain Name Web Hosting |
4.2% |
(10) |
| ASP Domain Name Web Hosting |
1.7% |
(4) |
| SDSL Broadband |
5.8% |
(14) |
| VOIP Telephony Service |
7.1% |
(17) |
| Wireless Hotspot Vouchers |
1.7% |
(4) | |
22. Is the coverage provided
by the freedom2surf news server good enough?
| Yes |
30.4% |
(73) |
| No |
40.4% |
(97) |
| TOTAL |
70.8% |
240 | |
| 23. 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 |
|
(3.1) |
| LLU ADSL Broadband |
|
(2.3) |
| SDSL Broadband |
|
(2.0) |
| Dialup |
|
(3.6) |
| Email |
|
(2.9) |
| Voice Over IP |
|
(2.0) |
| Webspace |
|
(3.4) |
| Wifi Hotspots |
|
(2.8) | |
24. 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 |
|
|
| Cascade Start ADSL Broadband |
|
(3.1) |
| Cascade Lite ADSL Broadband |
|
(3.4) |
| Cascade Home ADSL Broadband |
|
(3.3) |
| Cascade Plus ADSL Broadband |
|
(3.0) |
| SDSL Broadband Products |
|
(2.7) |
| Linux Web Hosting |
|
(2.9) |
| ASP Web Hosting |
|
(2.8) |
| Email Hosting |
|
(2.8) |
| Domain Name Registration |
|
(2.6) |
| Wifi Hotspots |
|
(2.6) |
| Technical Support Line |
|
(1.7) | |
|
25. How do you rate the
freedom2surf web site?
| Excellent |
2.9% |
(7) |
| Good |
23.8% |
(57) |
| Ok |
44.2% |
(106) |
| Poor |
23.8% |
(57) |
| Awful |
5.0% |
(12) |
| TOTAL |
99.6% |
240 | |
26. Do you think the f2s
website contains enough support resources?
| Yes |
13.3% |
(32) |
| No |
85.4% |
(205) |
| TOTAL |
98.8% |
240 | |
27. How do you rate the
Freedom2Surf Members Area
| Very Good |
8.8% |
(21) |
| Good |
33.8% |
(81) |
| Okay |
42.1% |
(101) |
| Poor |
10.4% |
(25) |
| Very Poor |
3.8% |
(9) |
| TOTAL |
98.8% |
240 | |
28. Would you recommend
freedom2surf to a friend?
| Yes |
37.1% |
(89) |
| No |
60.8% |
(146) |
| TOTAL |
97.9% |
240 | |
29. How well do you feel
freedom2surf communicates with it's customers?
| Very Well |
0.8% |
(2) |
| Well |
4.2% |
(10) |
| Ok |
20.8% |
(50) |
| Poorly |
35.4% |
(85) |
| Very Poorly |
38.3% |
(92) |
| TOTAL |
99.6% |
240 | |
30. In what ways do you feel
freedom2surf can improve?
| # |
Response |
| 1 |
* More Tech Support staff who know what they are
doing * Less "waiting in phone queues" for hours on
end * More reliable Service * Treat customers like
customers rather than a money making opportunity |
| 1 |
-Better communication with the users. -Not take
10 days to respond to a users problem -Telephone
helpdesk should employ more staff to handle
enquiries soon, so there is not a long wait.
-Helpdesk could be more understanding of the problem
-Hosting servers should have an 99.99% uptime. My
busy web site hosted on F2S frequently goes down for
around 10 minutes nearly every day. |
| 1 |
1) Inform users about potential service
interruptions 2) Answer email queries within 24 hrs |
| 1 |
1. Reliability at weekends 2. Paying invoices
(from referrals) 3. communications 4. email
reliability |
| 1 |
1. They kept pretty quiet during the major
bandwidth problems may of us were experiencing a few
months ago. 2. They should allow you to link your
ADSL webspace directly to your own domain name,
without having to buy separate hosting from them as
well. |
| 1 |
1] More support staff 2] an 0845 number rather
than 0870 3] An answereing sytem that either tells
you the waiting time or how many calls are in front
of yours 4] Longer support line opening hours. |
| 1 |
27/7 support and better response |
| 1 |
Act like the ISP it once was... implement a
Customer Services, responses to queries would be
nice!! |
| 1 |
Admit when things are not working. A new status
monitoring service was introduced with PDA and RSS
feeds. A few days later it was taken off-line and
has been down ever since with no word from f2s. |
| 1 |
Admitting to real problems Shorter queuing on
telephone fault reporting |
| 1 |
Adopt a "Customer is King" attitude. |
| 1 |
An improvement in customer services, Answering
phones etc, Also would be nice to have a 24 hour
help line |
| 1 |
Answer emails within 48 hours, not 48 days, and
not take over an hour to answer the phone while
charging customers 8p a minute. |
| 1 |
Answer raised tickets and notify of more server
issues. |
| 1 |
Answering service support tickets might a good
start (naw thats just crazy talk - you won't want to
do that, just bin them like you do atm), and maybe
not making customers wait an hour to get through on
support lines would make life easier.
|
| 1 |
Answering the phone, responding to email
tickets, no traffic shaping, actually logging calls
to BT when there is a problem with the line. Go back
to the quality of support before Pipex took over. |
| 1 |
Be honest and up-front about the problems that
have plagued F2S recently. Don't hide behind
expensive telephone tech-support but TELL your
customers what's going on and what's causing a
problem. Having said that, communication between F2S
and its customers has improved a bit recently, but
only if the customer knows where to look! |
| 1 |
Be honest, truthfully explain situations and
you'll be suprised at how undertanding we customers
are when we are treated with respect and not fobbed
off with transparent lies and half-baked excuses for
poor service. Tell us exactly what's happenening and
how you plan to fix it and as long as we are well
informed and are consistantly well informed,
including progress reports, we will stand by the
product, be tolerant and be loyal. The best PR for
F2S is the TRUTH! Since the Pipex takeover the
reputation of F2S has been badly tarnished and it's
known for generally not being straight with
customers, especially on quaility of service. Word
of mouth if the fire that has burned F2S's
reputation, so give us all GOOD things to say about
you and and business will rocket...and that's not
rocket science. |
| 1 |
Be more open about tech issues and please sort
out the huge rate of spam emails currently being
received. |
| 1 |
Better & easier support. |
| 1 |
Better communication More capacity Less
'excuses' |
| 1 |
Better communication of problems. Communication
from F2S officials is only seems to be given after
pressure from Freedom2support. I would like to see
more proactive communication from F2S. |
| 1 |
Better communication, being more open on answers
to questions such as those asked about traffic
shaping, not an 0870 telephone number (makes me
think they're just grabbing as much money as
possible when they know you're going to be on hold
for an eternity). Better F2S website content such as
a proper ticketing system for tech questions and
replies. | |
