Demand Survey Final Draft

Connecting to the Internet
What are the Options?
(Version 4 – Telehealth / Mobile Laptop with Choice Set #1)

Copyright © 12/12/2009 Scott J Savage and Donald Waldman
Do not distribute or reproduce without permission
ALL RIGHTS RESERVED

Internet Service
We are doing research at the University of Colorado and your answers will help us understand
how people select their Internet service. Thanks for taking our survey!
Internet service can connect your personal computer to the World Wide Web whether you’re at
home, at work or “on the go.” In this survey, we will ask questions primarily about your Internet
use from home and your Internet service. Before we start, it may be helpful to find your most
recent monthly bill from your Internet service provider.
1. What is your zip-code? (write in the zip-code) ___________
2. How long have you been using the Internet? (mark one answer)
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Less than three months
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Three months to six months
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Six months to 1 year
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1 year to 5 years
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More than 5 years
3. How many hours in a typical week do you use the Internet from home? (write in the number of
hours)
___________ hours
4. How often do you do each of the following Internet activities? (mark one answer in each row)
Internet activity
Email and instant messaging
Use search engines (e.g., Google)
Play online games
Sit on a bench in a public park and connect your
laptop computer to the Internet wirelessly
Download full-length high-definition movies and
TV shows to view on your PC
Place telephone calls and see the person you
are calling (“videophone”)
Interact with your health care specialists
(“telehealth”)

Never
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A few
times a
year
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About
once a
month
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About
once a
week
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Many
times a
week
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5. Some Internet service providers offer deals when you bundle Internet service with a
traditional or cellular phone and/or TV into an “all-in-one” service plan with a single monthly
bill. What kind of service do you have at home? (mark one answer)


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Not sure
Internet only
Internet and phone
Skip to Q7
Internet and TV
Skip to Q9
Internet, phone and TV
Skip to Q11
Other (please specify: _________________________)

Skip to Q13
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Internet Service Features
6. Your Internet service has a monthly cost. How much does your household pay per month for
the Internet service at your home?
$ __________ per month
Skip to Q15
7. Your bundle of Internet and phone services has a monthly cost. How much does your
household pay per month for the bundle of Internet and phone services at your home?
$ __________ per month
8. How much does your household pay per month for the Internet portion of your bundle of
services?
$ __________ per month

Skip to Q15

9. Your bundle of Internet and TV services has a monthly cost. How much does your household
pay per month for the bundle of Internet and TV services at your home?
$ __________ per month
10. How much does your household pay per month for the Internet portion of your bundle of
services?
$ __________ per month

Skip to Q15

11. Your bundle of Internet, phone and TV services has a monthly cost. How much does your
household pay per month for the bundle of Internet, phone and TV services at your home?
$ __________ per month
12. How much does your household you pay per month for the Internet portion of your bundle of
services?
$ __________ per month

Skip to Q15

13. Your bundle of services has a monthly cost. How much does your household pay per month
for the bundle of services at your home?
$ __________ per month
14. How much does your household pay per month for the Internet portion of your bundle of
services?
$ __________ per month

2

15. Speed describes the time it takes to receive (download) and send (upload) information from
your home computer. Table 1 shows three common speeds.
Table 1. Speed of receiving and
sending information over the Internet
Speed
Slow
Fast
Very Fast

Description
Similar to dial up. Downloads from the Internet
and uploads to the Internet are slow. It is good
for emailing and light web surfing.
Much faster downloads and uploads. It is great
for music, photo sharing and watching some
videos.
Blazing fast downloads and uploads. It is really
great for gaming, watching high-definition
movies, and instantly transferring large files.

Consider the speed of the Internet service you have at home. Using Table 1 above as a guide,
please indicate the level of speed for your service. (mark one answer)


Very fast



Fast



Slow

16. Very reliable Internet service is rarely disrupted by service outages, that is, your service may
go down once or twice a year due to severe weather. With less reliable Internet service you
will experience more outages, perhaps once or twice a month for no particular reason.
How reliable is your Internet service. (mark one answer)


Very reliable



Less reliable

17. You may be able to use your Internet service to interact with your health specialists. For
example, the “Telehealth” feature allows you to go online for remote diagnosis, treatment,
monitoring and consultations, saving you a trip to your health specialists.
Have you ever interacted with your health care specialists through your Internet service?
(mark one answer)

Yes

No

3

Internet Service Choices
In a series of questions to follow, we will ask you to choose between two Internet service options,
labeled A and B. Each option is described by different levels of the four features: cost, speed,
reliability and telehealth.
For your convenience, Table 2 below summarizes the levels of the four features.
Table 2. Features of Internet Service
Feature

Levels

Cost

$5 to $90 per month
Very fast
Fast
Slow
Very reliable
Less reliable
Yes, I can interact with my health care specialists through my
Internet service
No, I cannot interact with my health care specialists through my
Internet service

Speed
Reliability
Telehealth

[KN: provide hyperlink to:
Cost: This is how much your household pays per month for the Internet service at your
home.
Speed: This is the time it takes to receive (download) and send (upload) information from
your home computer. Speed can be slow (similar to travelling on a San Francisco cable
car at 5 mph), fast (similar to travelling on an AMTRAK train at 100 mph, or, 20× faster than
Slow) or very fast (similar to travelling on the “bullet train” at 300 mph or, 60× faster than
Slow).
Reliability: Very reliable Internet service is rarely disrupted by service outages, that is,
your service may go down once or twice a year due to severe weather. With less reliable
Internet service you will experience more outages, perhaps once or twice a month for no
particular reason.
Telehealth: This feature allows you to use your Internet service for remote diagnosis,
treatment, monitoring and consultations, saving you a trip to your health specialists.
]

4

18. Consider the following two Internet service options, A and B. For this first question, we
highlight the differences in the levels of the features in red. For some features, there may be
no difference [note: example of online choice box is presented below].
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over that feature
Option A

Option B

$25 per month

$45 per month

Fast

Slow

Reliability

Less reliable

Very reliable

Telehealth

No

Yes

Option A is less expensive and faster

Option B is more reliable and has the
Telehealth feature

I prefer option A

I prefer option B

Cost
Speed

Select the option you prefer

19. Since you currently have Internet service at home, we also ask if you would actually switch to
the Internet service, A or B, you have chosen. Please indicate “Yes” when your choice of A or
B is preferred to your service at home, or “No” when your choice of A or B is not preferred to
your service at home.
Consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

[An example of the online choice box for this follow question, Q19, is presented below. Note that
the levels of the features for “Your Home Service” are constructed from the respondents answers
to Q6-Q14 (Cost), Q15 (Speed), Q16 (Reliability) and Q17 (Telehealth).]
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over that feature.
Your Home Service

Option B

$25.99 per month

$45 per month

Fast

Slow

Reliability

Very reliable

Very reliable

Telehealth

No

Yes

I would stay with my home service

I prefer option B

Cost
Speed

Select the option you prefer

5

20. Suppose that you now had a choice between the two Internet service options described
below. Compare the four features for A and B and check the option you would prefer. (even if
you do not view either A or B as ideal, tell us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
$30 per month

$10 per month

Slow

Slow

Reliability

Very reliable

Less reliable

Telehealth

No

Yes

I prefer option A

I prefer option B

Cost
Speed

Check ; for the
option you prefer

21. Consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

6

22. Please disregard your previous choices. Compare the four features of Internet service
options A and B described below and check the option you would prefer. (even if you do not
view either A or B as ideal, tell us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
$70 per month

$50 per month

Very fast

Fast

Reliability

Very reliable

Less reliable

Telehealth

Yes

Yes

I prefer option A

I prefer option B

Cost
Speed

Check ; for the
option you prefer

23. Consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

7

24. Consider the following two Internet service options, A and B. Compare the four features for A
and B and check the option you would prefer. (even if you do not view either A or B as ideal, tell
us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
$90 per month

$70 per month

Very fast

Fast

Reliability

Very reliable

Less reliable

Telehealth

Yes

No

I prefer option A

I prefer option B

Cost
Speed

Check ; for the
option you prefer

25. Now consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

8

26. Suppose that you now had a choice between the two Internet service options described
below. Compare the four features for A and B and check the option you would prefer. (even if
you do not view either A or B as ideal, tell us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
$90 per month

$85 per month

Fast

Very fast

Reliability

Very reliable

Less reliable

Telehealth

No

Yes

I prefer option A

I prefer option B

Cost
Speed

Check ; for the
option you prefer

27. Consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

9

28.

Suppose Internet service were available to you with the following features.

Internet service
Very Fast

Speed
Reliability

Less reliable

Telehealth

Yes

Circle (or write in) the maximum amount per month that you would be willing to pay for such
service:
$0
$ 30
$ 60

$4
$ 35
$ 65

$9
$ 40
$ 70

$ 12
$ 45
$ 75

$ 19
$50
$80

$28
$55
$85

Other amount $____ per month

10

29. Many Internet services have a free wireless home network feature that allows you to connect
your laptop computer to the Internet wirelessly within your home. Some Internet services also
have a mobile laptop feature where you pay an extra monthly fee to connect your laptop to the
Internet wirelessly while away from your home.
Does your Internet service have a mobile laptop feature (note: this is not Wifi)? (mark one
answer)


Yes

How much extra does your household pay per month for your mobile laptop
feature?
$ __________ per month



No

Skip to Q18

[KN: provide hyperlink to Wifi: In contrast, Wifi often provides the public with a free,
wireless connection to the Internet at Wifi hotspots operated by airports, hotels,
restaurants and coffee shops.]

11

In the remaining questions, each Internet service option is now described by different levels of
the four features: cost, speed, reliability and mobile laptop (i.e., mobile laptop has replaced
telehealth).
For your convenience, Table 3 below summarizes the levels of the four features.
Table 3. Features of Internet Service
Feature

Levels

Cost

$5 to $90 per month
Very fast
Fast
Slow
Very reliable
Less reliable
Yes, I can use my Internet service to connect my laptop to the
Internet wirelessly while away from my home
No, I cannot use my Internet service to connect my laptop to
the Internet wirelessly while away from my home

Speed
Reliability
Mobile laptop

[KN: provide hyperlink to:
Cost: This is how much your household pays per month for the Internet service at your
home.
Speed: This is the time it takes to receive (download) and send (upload) information from
your home computer. Speed can be slow (similar to travelling on a San Francisco cable
car at 5 mph), fast (similar to travelling on an AMTRAK train at 100 mph, or, 20× faster than
Slow) or very fast (similar to travelling on the “bullet train” at 300 mph or, 60× faster than
Slow).
Reliability: Very reliable Internet service is rarely disrupted by service outages, that is,
your service may go down once or twice a year due to severe weather. With less reliable
Internet service you will experience more outages, perhaps once or twice a month for no
particular reason.
Mobile laptop: This feature allows you to use your Internet service to connect your laptop
to the Internet wirelessly while away from your home. For example, you can sit on a bench
in a public park and surf the World Wide Web.
]

12

30. Please disregard your previous choices. Compare the four features of the two Internet
service options described below and check the option you would prefer. (even if you do not
view either A or B as ideal, tell us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
Cost

$15 per month

$25 per month

Slow

Slow

Less reliable

Less reliable

No

Yes

I prefer option A

I prefer option B

Speed
Reliability
Mobile laptop
Check ; for the
option you prefer

31. Consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

13

32. Consider the following two Internet service options, A and B. Compare the four features for A
and B and check the option you would prefer. (even if you do not view either A or B as ideal, tell
us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
Cost

$80 per month

$85 per month

Fast

Very fast

Less reliable

Less reliable

No

No

I prefer option A

I prefer option B

Speed
Reliability
Mobile laptop
Check ; for the
option you prefer

33. Now consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

14

34. Suppose that you now had a choice between the two Internet service options described
below. Compare the four features for A and B and check the option you would prefer. (even if
you do not view either A or B as ideal, tell us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
Cost

$45 per month

$70 per month

Fast

Fast

Less reliable

Very reliable

No

Yes

I prefer option A

I prefer option B

Speed
Reliability
Mobile laptop
Check ; for the
option you prefer

35. Consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

15

36. Please disregard your previous choices. Compare the four features of Internet service
options A and B described below and check the option you would prefer. (even if you do not
view either A or B as ideal, tell us which you would most prefer)
Click here to review a summary of the levels of all the features.
To see the description of an individual feature, place your cursor over the feature.
Option A
Option B
Cost
Speed
Reliability

$35 per month

$45 per month

Very Fast

Fast

Less reliable

Very reliable

Yes

Yes

I prefer option A

I prefer option B

Mobile laptop
Check ; for the
option you prefer

37. Consider the features of your Internet service at home. Would you switch to the service
option (A or B) you chose above? (mark one answer)


Yes



No

16

38.

Suppose Internet service were available to you with the following features.

Internet service
Very Fast

Speed

Less reliable

Reliability

Yes

Mobile laptop

Circle (or write in) the maximum amount per month that you would be willing to pay for such
service:
$0
$ 30
$ 60

$4
$ 35
$ 65

$9
$ 40
$ 70

$ 12
$ 45
$ 75

$ 19
$50
$80

$28
$55
$85

Other amount $____ per month

Thanks for completing the survey.

17