Section 4.71.100 Periodic subscriber survey.

Commencing the year after the Franchise takes effect and every two (2) years thereafter, the Franchisee, at the request of City, shall conduct a random survey of a representative sample of Subscribers. Each questionnaire shall be prepared and conducted in good faith so as to provide reasonably reliable measures of Subscriber satisfaction with:

1. Audio and signal quality;

2. Responses to Subscriber complaints;

3. Billing practices;

4. Programming services; and

5. Installation practices.

Franchisee may satisfy this requirement through a telephone survey conducted by an independent person in the business of regularly conducting telephone surveys. Franchisee shall provide the City with the results of its survey and shall report in writing what steps Franchisee is taking to implement the findings of the survey, such as correcting problems and expanding services. (Ord. 99-7781, S-36880, 1978)