Connectivity Service — Odin

** Home Broadband & Connectivity Study
** Target: Adult residential telecom decision makers with fixed broadband
 
*QUESTION 5 *CODES L1
Do you agree to take part in this research study?
 
1: Yes, I agree to participate
2: No, I do not wish to participate
 
*IF [ Q5,2 ] *GOTO 999
 
*QUESTION 10 *NUMBER L3 *MIN 0 *MAX 120
Please enter your age in years:
 
*IF [ Q10 < 18 ] *GOTO 999
 
*QUESTION 20 *CODES L1
Which of the following best describes your role in choosing and managing home telecommunications and internet services?
 
1: I am the sole decision maker
2: I share decision making jointly with someone else in my household
3: I am not involved in telecom decisions for this household
 
*QUESTION 30 *CODES L1
Does your household currently subscribe to a fixed broadband internet service?
 
1: Yes, we have a fixed home broadband connection
2: No, we rely solely on mobile phone data / mobile hotspots
3: No, we have no internet connection at home
 
*IF [ Q10 < 18 ] *GOTO 999
*IF [ Q20,3 ] *GOTO 999
*IF [ Q30,2,3 ] *GOTO 999
 
*QUESTION 40 *CODES L2
Which company is your household's primary fixed broadband provider?
 
1: Doventra Net
2: Pellorin Link
3: Uvellan Fibre
4: Sarnove Connect
5: Kelvori Home
98: Other provider *OPEN *NOCON
 
*QUESTION 50 *CODES L1
How long have you been a customer with your current broadband provider?
 
1: Less than 12 months
2: 1 year to less than 3 years
3: 3 years to less than 5 years
4: 5 years or longer
 
*QUESTION 60 *CODES L2
What type of broadband connection do you currently have at home?
 
1: Full Fibre direct to the premises (FTTP)
2: Part Fibre / Fibre to the cabinet (FTTC)
3: Cable broadband
4: 5G Home Wireless broadband
5: Standard copper ADSL line
99: Not sure / Don't know
 
*QUESTION 70 *CODES L2
What download speed tier does your current package provide?
 
1: Under 50 Mbps
2: 50 to 99 Mbps
3: 100 to 299 Mbps
4: 300 to 999 Mbps
5: 1,000 Mbps or higher (Gigabit)
99: Don't know
 
*QUESTION 75 *CODES L1
Can you estimate your monthly broadband-only cost, excluding TV, mobile and device add-ons?
 
1: Yes, I can give an estimate
2: Do not know / cannot separate broadband from a bundle
3: Prefer not to give an estimate
 
*IF [ #Q75,1 ] *GOTO 90
 
*QUESTION 80 *NUMBER L3 *MIN 0 *MAX 250
Zero means your broadband is free. Approximately how much does your household pay each month for broadband only (excluding add-ons or bundled TV/mobile), in whole pounds (£)?
 
*QUESTION 90 *CODES L99 *MULTI
Which of the following additional add-on services are included in your contract with your broadband provider?
 
1: Landline home telephone
2: Pay TV / streaming package
3: Mobile SIM or handset plan
99: No add-on services / broadband standalone only *NMUL *NOCON
 
*QUESTION 100 *CODES L1
Is your primary personal mobile provider the same as your fixed broadband provider?
 
1: Yes, the same provider
2: No, a different provider
3: I do not have a personal mobile service
 
*QUESTION 110 *CODES L1
Over the past 4 weeks, how frequently have you experienced total loss of broadband connection or noticeable speed drops?
 
1: Never in the past 4 weeks
2: Once or twice
3: 3 to 5 times
4: 6 to 10 times
5: 11 or more times
 
*QUESTION 120 *CODES L1
In the past 3 months, did you contact your provider's customer support about a connection or billing issue?
 
1: Yes, contacted customer support
2: No, have not needed to contact support
 
*IF [ Q120,2 ] *GOTO 160
 
*QUESTION 130 *CODES L2
Thinking about your most recent support issue in that period, which channel did you primarily use?
 
1: Telephone helpline
2: Website live text chat
3: Smartphone provider app messaging
4: Retail high street store
98: Other support channel *OPEN *NOCON
 
*QUESTION 140 *CODES L1
For that most recent issue, how satisfied were you with the support you received?
 
1: Very dissatisfied
2: Dissatisfied
3: Neutral / neither satisfied nor dissatisfied
4: Satisfied
5: Very satisfied
 
*QUESTION 150 *CODES L1
How quickly was that most recent issue resolved?
 
1: Resolved on the same day
2: Resolved in the next 1 to 3 days
3: Resolved in 4 to 6 days
4: Resolved in 7 days or longer
5: The issue has still not been resolved
 
*QUESTION 160 *CODES L2
How would you rate the consistency of your download and upload speeds?
 
1: Very poor
2: Poor
3: Fair
4: Good
5: Excellent
99: Cannot rate
 
*QUESTION 161 *CODES L2
How would you rate the overall reliability and stability of your connection?
 
1: Very poor
2: Poor
3: Fair
4: Good
5: Excellent
99: Cannot rate
 
*QUESTION 162 *CODES L2
How would you rate the value for money relative to what you pay each month?
 
1: Very poor
2: Poor
3: Fair
4: Good
5: Excellent
99: Cannot rate
 
*QUESTION 163 *CODES L2
How would you rate the clarity and accuracy of your monthly billing?
 
1: Very poor
2: Poor
3: Fair
4: Good
5: Excellent
99: Cannot rate
 
*QUESTION 164 *CODES L2
How would you rate the Wi-Fi coverage and performance of your router throughout your home?
 
1: Very poor
2: Poor
3: Fair
4: Good
5: Excellent
99: Cannot rate
 
*QUESTION 170 *CODES L2
What is your current contract status with your primary broadband provider?
 
1: In the middle of a fixed contract (more than 3 months remaining)
2: In the renewal window (contract ending within 3 months)
3: Out of contract / on a rolling monthly contract
99: Not sure of contract end date
 
*QUESTION 180 *CODES L1
How likely are you to switch broadband providers in the next 12 months?
 
1: Definitely will not switch
2: Unlikely to switch
3: Might or might not switch
4: Likely to switch
5: Definitely will switch
 
*QUESTION 190 *CODES L99 *MULTI
Which of the following factors would most strongly trigger you to switch providers?
 
1: Price increase or end of initial promotional discount
2: Frequent connection drops or unreliable service
3: Faster speeds available from another network in my area
4: Poor customer support or unresolved complaints
5: Moving to a new home
99: Would not consider switching under any circumstances *NMUL *NOCON
 
*QUESTION 200 *CODES L99 *MULTI *ROT *CONTROL Q40 N
Which other broadband providers would you consider if you were to switch?
 
1: Doventra Net
2: Pellorin Link
3: Uvellan Fibre
4: Sarnove Connect
5: Kelvori Home
98: Other provider *OPEN *NOCON
99: None of these *NMUL *NOCON
 
*QUESTION 210 *CODES L1
Do you own or rent your home?
 
1: Own outright or with a mortgage
2: Private rented accommodation
3: Social housing / council rented
 
*QUESTION 220 *CODES L1
What type of property do you live in?
 
1: Detached house
2: Semi-detached house
3: Terraced house
4: Flat / apartment / maisonette
 
*QUESTION 230 *CODES L1
Which of the following settlement types best describes the area where you live?
 
1: Large metropolitan city
2: Suburban town / urban fringe
3: Small regional town
4: Rural community / village
5: Remote settlement
 
*QUESTION 240 *CODES L1
Which of the following best describes your current employment status?
 
1: Employed full-time (30+ hours/week)
2: Employed part-time (under 30 hours/week)
3: Self-employed / business owner
4: Retired
5: In full-time education / Student
6: Not currently working
 
*QUESTION 990 *CODES L1
Thank you for taking the time to complete this questionnaire. The survey is now finished.
 
1: Exit
*GOTO 9999
 
*QUESTION 999 *CODES L1
Thank you for your interest. You do not meet the qualification criteria for this study.
 
1: Exit
 
*ENDNGB
 
*QUESTION 9999 *DUMMY
*END