Household connectivity experience

@survey connectivity_service @language en @mode cawi
 
@question s_welcome display
# Home Broadband & Connectivity Study
Welcome to this research study examining residential internet services, provider reliability, and customer service experiences.
This survey is intended for household decision makers and is estimated to take 10 to 12 minutes to complete. Please click **Continue** to proceed.
 
@question s_consent single
Do you agree to take part in this research study?
@options
  1: Yes, I agree to participate
  2: No, I do not wish to participate
 
@route consent_eval
if answers.s_consent == 2 -> screenout
else -> screening_age
 
@section screening_age
Eligibility Screening
 
@question s_age integer
Please enter your age in years:
@validate age_check answers.s_age >= 0 and answers.s_age <= 120 @severity error @focus s_age
Please enter an age between 0 and 120.
 
@route adult_check
if answers.s_age < 18 -> screenout
else -> role_screen
 
@section role_screen
@question s_decision_maker single
Which of the following best describes your role in choosing and managing home telecommunications and internet services?
@options
  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 s_has_broadband single
Does your household currently subscribe to a fixed broadband internet service?
@options
  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
 
@route screener_eval
if answers.s_age < 18 -> screenout
if answers.s_decision_maker == 3 -> screenout
if answers.s_has_broadband != 1 -> screenout
else -> current_provider
 
@section current_provider
Your Current Internet Service
 
@options isp_list
  1: Doventra Net
  2: Pellorin Link
  3: Uvellan Fibre
  4: Sarnove Connect
  5: Kelvori Home
  98: Other provider @specify
 
@question q_primary_isp single
Which company is your household's **primary fixed broadband provider**?
@options isp_list
@order order(isp_list)
 
@question q_tenure single
How long have you been a customer with your current broadband provider?
@options
  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 q_connection_type single
What type of broadband connection do you currently have at home?
@options
  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 q_speed_tier single
What download speed tier does your current package provide?
@options
  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 q_can_estimate_spend single
Can you estimate your monthly broadband-only cost, excluding TV, mobile and device add-ons?
@options
  1: Yes, I can give an estimate
  2: Do not know / cannot separate broadband from a bundle
  3: Prefer not to give an estimate
 
@question q_monthly_spend integer @if answers.q_can_estimate_spend == 1
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 (£)?
@validate spend_bound answers.q_monthly_spend >= 0 and answers.q_monthly_spend <= 250 @severity error @focus q_monthly_spend
Please enter an amount between £0 and £250 per month.
 
@question q_bundle_services multi
Which of the following additional add-on services are included in your contract with your broadband provider?
@options
  1: Landline home telephone
  2: Pay TV / streaming package
  3: Mobile SIM or handset plan
  99: No add-on services / broadband standalone only @exclusive
 
@question q_same_mobile_provider single
Is your primary personal mobile provider the same as your fixed broadband provider?
@options
  1: Yes, the same provider
  2: No, a different provider
  3: I do not have a personal mobile service
 
@section reliability_and_support
Reliability and Support Experience
 
@question q_outage_frequency single
Over the **past 4 weeks**, how frequently have you experienced total loss of broadband connection or noticeable speed drops?
@options
  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 q_experienced_issue boolean
In the **past 3 months**, did you contact your provider's customer support about a connection or billing issue?
 
@question q_support_channel single @if answers.q_experienced_issue == true
Thinking about your most recent support issue in that period, which channel did you primarily use?
@options
  1: Telephone helpline
  2: Website live text chat
  3: Smartphone provider app messaging
  4: Retail high street store
  98: Other support channel @specify
 
@question q_support_satisfaction single @if answers.q_experienced_issue == true
For that most recent issue, how satisfied were you with the support you received?
@options
  1: Very dissatisfied
  2: Dissatisfied
  3: Neutral / neither satisfied nor dissatisfied
  4: Satisfied
  5: Very satisfied
 
@question q_issue_resolution single @if answers.q_experienced_issue == true
How quickly was that most recent issue resolved?
@options
  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
 
@section service_ratings
Service Experience Ratings
 
@options satisfaction_scale
  1: Very poor
  2: Poor
  3: Fair
  4: Good
  5: Excellent
  99: Cannot rate
 
@question q_rate_speed single
How would you rate the **consistency of your download and upload speeds**?
@options satisfaction_scale
 
@question q_rate_reliability single
How would you rate the **overall reliability and stability** of your connection?
@options satisfaction_scale
 
@question q_rate_value single
How would you rate the **value for money** relative to what you pay each month?
@options satisfaction_scale
 
@question q_rate_billing single
How would you rate the **clarity and accuracy of your monthly billing**?
@options satisfaction_scale
 
@question q_rate_equipment single
How would you rate the **Wi-Fi coverage and performance of your router** throughout your home?
@options satisfaction_scale
 
@section contract_and_switching
Contract Status & Switching Intent
 
@question q_contract_status single
What is your current contract status with your primary broadband provider?
@options
  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 q_switch_intent single
How likely are you to switch broadband providers in the next 12 months?
@options
  1: Definitely will not switch
  2: Unlikely to switch
  3: Might or might not switch
  4: Likely to switch
  5: Definitely will switch
 
@question q_switch_triggers multi
Which of the following factors would most strongly trigger you to switch providers?
@options
  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 @exclusive
 
@options switching_none
99: None of these @exclusive
 
@question q_considered_competitors multi
Which **other** broadband providers would you consider if you were to switch?
@options isp_list.except(answers.q_primary_isp.ids()) | isp_list.select(98) | switching_none
 
@section demographics
Demographics & Household Context
 
@question d_tenure single
Do you own or rent your home?
@options
  1: Own outright or with a mortgage
  2: Private rented accommodation
  3: Social housing / council rented
 
@question d_property_type single
What type of property do you live in?
@options
  1: Detached house
  2: Semi-detached house
  3: Terraced house
  4: Flat / apartment / maisonette
 
@question d_settlement single
Which of the following settlement types best describes the area where you live?
@options
  1: Large metropolitan city
  2: Suburban town / urban fringe
  3: Small regional town
  4: Rural community / village
  5: Remote settlement
 
@question d_employment single
Which of the following best describes your current employment status?
@options
  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 q_closing display
# Survey Finished
Thank you for taking the time to complete this questionnaire. The survey is now finished.
 
@outcome complete
Thank you for your participation in this study.
 
@outcome screenout
Thank you for your interest. You do not meet the qualification criteria for this research study.