Cu sto mer Opini ons Abo ut t he F u tur e o f t he C lick! Net work JUNE 2015 DRAFT

Transcription

1 Cu sto mer Opini ons Abo ut t he F u tur e of t he C lick! Net work

2 TACOMA PUBLIC UTILITIES Customer Opinions About the Future of the Click! Network TABLE OF CONTENTS 1. Introduction... 1 Methods... 2 Respondent Profile Summary Findings... 8 Cable Usage... 9 Click! Awareness Attitudes about Click! Structure The Future of Click! Discussion Appendix Questionnaire with data Crosstabulation tables

3 TACOM A PUBLI C UTILIT IES usto mer Opi nions About t he Fut ure of the Cli ck! Net work INTRODUCTION U This report summarizes the results of a telephone survey, conducted on behalf of Tacoma Public Utilities (TPU), to assess customer thinking about the Click! Network and alternatives for its future. A total of 602 heads of household, selected at random from the database of Tacoma Power customers, were interviewed between May 19-22, The primary purpose of this survey was to explore customer thinking about various options for the future structure and funding of the Click! Network in the face of shrinking revenue and increased costs. The survey was designed to assess: Customer awareness of the Click! Network and its operations; Opinions of Click! performance and services compared to other cable providers; Opinions about expanding Click! services to include broadband internet; Attitudes about public vs. private ownership of cable services, including: The extent to which customers think that cable TV and internet services are more of a public utility or a private product/service; Attitudes about public subsidization of cable and internet services; Attitudes and information needs about public-private partnerships to provide cable and internet services. Information about television and internet usage patterns, as well as demographic information was collected so as to compare and contrast answers. The survey was designed, administered and analyzed by Elway Research, Inc. The questionnaire was designed in collaboration with TPU staff. The report includes Key Findings, followed by annotated graphs summarizing the results to each question. The full questionnaire and a complete set of crosstabulation tables is presented in the appendix.

4 TACOMA PUBLIC UTILITIES 2 METHODS SAMPLE: SAMPLE FRAME TECHNIQUE: 602 Tacoma Power Customers. The sample was drawn at random from a list of Tacoma Power customer households. Telephone survey with live interviewers. 55% were interviewed via cell phone. FIELD DATES: May 19-22, MARGIN OF ERROR: ±4% at the 95% level of confidence. That is, in theory, had all Tacoma Power customers been interviewed, there is a 95% chance the results would be within ±4% of the results in this survey. DATA COLLECTION: Calls were made during weekday evenings and weekend days. Trained, professional interviewers under supervision conducted all interviews. Up to four attempts were made to contact each number in the sample before a substitute number was called. Questionnaires were edited for completeness, and 10% of each interviewer s calls were re-called for verification. It must be kept in mind that survey research cannot predict the future. Although great care and the most rigorous methods available were employed in the design, execution and analysis of this survey, these results can be interpreted only as representing the answers given by these respondents to these questions at the time they were interviewed..

5 TACOMA PUBLIC UTILITIES 3 RESPONDENT PROFILE In interpreting these findings, it is important to keep in mind the characteristics of the people actually interviewed. This table presents a profile of the respondents in the survey. The survey profile is compared to a "Custom Census Report" prepared by TPU staff in Not all of the categories match between the survey and the Custom Census Report, making some comparisons estimates. As would be expected, because the survey interviewed the "head of household," the survey profile is older than the census profile. NOTE: Here and throughout this report, percentages may not add to 100%, due to rounding. SAMPLE CENSUS GENDER: 46% 49% Male 54% 51% Female AGE 1 : 20% 43% (18-30) 24% 28% (30-49) 30% 13% (50-59) 24% 17% 65+ (60+) 2% No Answer EMPLOYMENT: 57% 58% Employed 9% 7% Not Employed 31% 34% Retired 3% No Answer HOUSEHOLD 2 : 29% -- Couple / Children 34% -- Couple/No Children -- 44% "Married Family" 9% 20% Single Parent 24% 34% Single/No Children 3% No answer INCOME: 18% 30% $35,000 or less 25% 24% $35 to $60,000 23% 25% $60-99,000 15% 20% Over $100,000 19% No Answer 1 Different age categories used in survey, census categories in (parentheses) 2 Different household designations used for couples.

6 TACOMA PUBLIC UTILITIES 4 SUMMARY Cable Usage 7 in 10 respondents (70%) had cable subscription. 62% of cable subscribers were Comcast subscribers, thus 53% of all respondents were Comcast cable subscribers. 15% of cable subscribers were Click! Subscribers (13% of all respondents) Top reasons cited for not subscribing to Click! were: Satisfaction with current provider (33%); Did not think it is available at their residence (20%); Thought it is too expensive (15%). Nearly 9 in 10 had broadband internet service Including 85% of Click! customers, 86% of other cable customers, and 76% of those without television at home. Slightly more than half (53%) of all broadband users were Comcast customers. 8 in 10 were satisfied with their internet speed. 16% of broadband customers would be willing to pay $10 more per month, or higher, for higher speed. Internet access was rated "more indispensable" than cable TV. 45% said internet was "more indispensable", while 30% said cable TV, and 24% said they were equally "indispensable" in their home. More than half (56%) of all respondents reported streaming video content Content streamers tend to rely slightly more heavily on cable TV than the internet for video content: 42% get more of their content from cable TV; 38% get more of their content from internet streaming..

7 TACOMA PUBLIC UTILITIES 5 Nearly 4 in 10 watch video content on a mobile device. Mobile streamers used their Wi-Fi more than their cellphone company to stream content: 40% used Wi-Fi; 7% used their cell phone company; 49% used both. Click! Awareness 8 in 10 respondents had heard of Click! Cable TV, including 13% who were subscribers; 34% who said they were "familiar with it"; and 32% who had "heard the name, but don't know much about it." Half (49%) did now know enough about Click!' service offerings to have an answer about whether it has more or fewer channels than other providers. 58% of Click! subscribers said it was about the same; 45% of those who were "familiar" with Click!, but were not subscribers said Click! had about the same number of channels and services; 61% of those who had only heard of Click! did not know. Similarly, half (49%) had no opinion about whether Click! is more or less expensive than other providers. 26% said it was less expensive; 16% said it was about the same; and 9% thought it was more expensive. 58% of Click! subscribers said it costs less than others, and 27% said it costs about the same. 36% of those "familiar" with Click!, but not subscribers, thought it cost less; 32% did not know. Attitudes About the Structure of Click! 7 in 10 said Click! should be supported solely by subscriber fees 21% said that "Click Cable TV is a public resource, so it is appropriate that all Tacoma Power customers help pay for it." Among Click! subscribers: 49% said it should be supported solely by subscribers, while 44% thought all utility customers should help pay for it..

8 TACOMA PUBLIC UTILITIES 6 3 in 4 said additional operating funds should come from subscribers. Told that Click! is currently experiencing financial challenges that will require additional revenue: 75% said that any additional money should come from Click! subscribers, 9% said Tacoma Power customers, and 7% said Tacoma taxpayers should help pay. 7 in 10 favored Click! shut down before ratepayer or taxpayer subsidies. Told that Click! "may have to change its operations or shut down" if it cannot cover its cost: 71% said that Click customers should pay higher rates. If subscriber fees can't cover the cost, Click should shut down. 11% said that Tacoma Power customers both Click subscribers and nonsubscribers, should pay more to keep Click up and running. 8% said Tacoma taxpayers should pay more to keep Click up and running. The Future of Click! 6 in 10 thought allowing the Click Network to offer internet services was a "good idea." The main reason respondents thought it was a good idea was to bring more competition to the marketplace. The main reason respondents had for opposing the idea was the potential cost to taxpayers / non-subscribers. More than half (53%) said it was a "bad idea" to have the Click Network offer internet services if that meant that Tacoma Power customers had to help pay for the service. Respondents were divided on the question of leasing the Click Network to private companies. A 43% plurality said it was a good idea, mainly because of the increased competition, increased revenue and presumed lower rates. 27% said it was a bad idea, mainly in anticipation of higher rates and the belief that privatization is not necessarily better for the consumer. 31% had no opinion about the potential of leasing the network..

9 TACOMA PUBLIC UTILITIES 7 Respondents were most interested in the cost implications of any Click! partnership with private companies. 72% respondents said they would want to know about the finances before the city partners with private companies to use the Click Network: 37% wanted to know about the potential cost to consumers/taxpayers 18% wanted to know the financial details of any agreement 17% wanted to know specifically "who will pay for it." If Click! were to offer internet, 57% said it should expand its service area; however the majority, 67% said the expansion should be funded entirely by subscribers 3 in 4 opposed increasing "both Click Cable TV rates and Tacoma Power rates to keep Click! operating.".

10 TACOMA PUBLIC UTILITIES 8 FINDINGS This section presents the survey findings in the form of annotated graphs. Bullet points indicate significant or noteworthy differences among population subgroups..

11 TACOMA PUBLIC UTILITIES 9 7 in 10 Respondents Are Cable Subscribers 8% have no television at home. How do you get the television signal at your home? Cable Satellite Antenna No TV DK/NA Just Over Half of All Respondents Are Comcast Customers Of Click! non-customers: 33% were satisfied with their current providers; 20% said it was not available in their area; 15% said it was too expensive; 5% said they used to subscribe but were dissatisfied with it; 4% said it lacked enough channels; 4% want bundled phone service; 4% did not want cable; 4% said that Click! "has problems" Nearly 9 in 10 Have Broadband Including: 85% of Click! customers; 86% of Click! non-customers; and 76% of those with no TV at home. 92% have computers at home. 53% have 3 or more. Which company do you subscribe to? [n=602] Comcast CLICK Direct TV Dish Antenna Century Link Other No TV No Ans Do you have broadband internet access at home? YES NO DK/NA.

12 TACOMA PUBLIC UTILITIES 10 Cable Usage Half of All Respondents Use Comcast Broadband Broadband access was universally high, but increases with income, from 71% of those with household incomes under $35,000 to 97% of those over $100,000. Who is your internet service provider? [n=509] COMCAST CENTURY LINK RAINIER CONNECT ADVANCED STREAM NET VENTURE OTHER DK/NA NONE 8 in 10 Satisfied with Their Broadband Speed Of those who were dissatisfied, 26% would be willing to pay more for higher speed. 16% would be willing to pay an additional $10 or more per month, which computes to 2% of the entire sample. Internet Considered "More Indispensable" than Cable TV Among those with both broadband and cable TV, 1½ times as many said their internet service was "more indispensable" than their cable TV. When those who said they were "equal" is factored in, 69% said internet was indispensable, compared to 54% for cable TV. 2.2 Are you satisfied with your current internet speed? [n=509] 14 3 Which would you say is more indispensable to your household:[n=441] YES NO DK/NA INTERNET CABLE TV [EQUAL] DK/NA.

13 TACOMA PUBLIC UTILITIES 11 Click! Awareness Half of All Respondents Stream Video Content Streaming went up with income, from: 38% of those with household incomes under $35,000, to 51% of those between $35-60,000; 62% of those over $60,000. It leveled off at $60,000, with 64% of those in the $60-100,000 bracket, to 62% of those over $100,000. Streamers Use Cable, Internet About Equally Among those who stream content, slightly more get more content from cable than streaming (42% to 38%). 51% of those under age 35 used streaming "much more" than cable; Among those who stream content and rate TV and internet of equal importance, 69% get more content from cable than from streaming. Of those who said internet was more indispensable, 47% still get more of their content from cable; 33% get more content from streaming. Nearly 4 in 10 watch TV on a Mobile Device Mobile usage went down with age from: 56% of those under 35, to 17% of those over 65. Mobile streamers used Wi-Fi more than their cell phone company for their content: 40% used Wi-Fi; 7% used their cell phone company; 49% used both. 4 Do you stream video content or entertainment at home, using services such as Netflix, Hulu, Apple TV, Amazon Prime or similar services? [N=602] Would you say you watch more content on your cable/satellite, or more on streaming services? [n=326] MUCH MORE MORE STREAMING ABOUT EQUAL DK/NA YES NO MORE CABLE/SATELLITE MUCH MORE 5. Do you use a mobile device to watch video or television content? YES NO.

14 TACOMA PUBLIC UTILITIES 12 Click! Awareness 8 in 10 Had Heard of Click! How familiar are you with Click Cable TV? Would you say you [ROTATE LIST] Never heard of it Heard the name, but don't know much about it Are Familiar with it. 79% of respondents had heard of Click Cable TV, including: 13% who were subscribers; 34% who said they were "familiar with it"; and 32% who had "heard the name, but don't know much about it." 86% of Tacoma non-subscribers had heard of Click, compared to 64% of non-subscribers outside Tacoma. Among Click non-subscribers: 85% of those with no cable subscription had heard of it, as had 74% of subscribers to other cable companies. Awareness of Click went up somewhat with income (among nonsubscribers): 70% of those with incomes under $35,000 were aware of Click, compared to 84% of those with incomes over $100,000..

15 TACOMA PUBLIC UTILITIES 13 Click! Awareness Half Unaware of Click! Service Offerings Compared to Other Providers Compared to other cable companies, do you think Click Cable TV offers [READ / ROTATE LIST] than other cable companies? More channels and services / Fewer channels and services / About the same Among Click! subscribers: 58% said its service offerings were about the same as other companies; 18% said there were fewer; 8% said there were more; and 17% did not know. Among those "familiar with Click!" but not subscribers: 45% said their services were about the same as others; 16% said there were fewer; 5% thought there were more; and 33% did not know. Among those who had heard of Click! but did not know much about it: 61% had no idea about its selection or service offerings..

16 TACOMA PUBLIC UTILITIES 14 Click! Awareness Half Unaware of Click!'s Relative Cost Compared to Other Providers Compared to other cable companies, is Click Cable TV [READ /ROTATE LIST] than other cable companies? More Expensive Less Expensive About the same Among Click! subscribers: 58% said it costs less than other cable providers; 10% said more; 27% said about the same; and 5% did not know. Among those "familiar with Click!" but not subscribers: 36% said it costs less than other cable providers; 14% said more; 18% said about the same; and 32% did not know. Among those who had heard of Click! but were not know much about it: 69% had no idea about its relative cost..

17 TACOMA PUBLIC UTILITIES 15 Attitudes About Click! Structure 7 in 10 Said Click! Should be Supported Solely by Subscriber Fees Currently, all Tacoma Power customers help pay for Click Cable TV through a portion of their power bills, whether they subscribe to Click or not. Which of these statements comes closest to your opinion: [ROTATE] Click Cable TV should operate solely on fees paid by subscribers - not other electricity ratepayers Click Cable TV is a public resource, so it is appropriate that all Tacoma Power customers help pay for it Among Click! non-subscribers: 76% of other cable subscribers said Click! should pay its own way, as did 61% of people with no cable subscription. Click! subscribers were divided: 70 49% said it should be supported solely by subscribers, while 44% said it is a public resource that all utility customers should help pay for..

18 TACOMA PUBLIC UTILITIES 16 Attitudes About Click! Structure 3 in 4 Said Any Additional Operating Funds Should Come from Click! Subscribers Click is currently experiencing financial challenges that will require additional revenue. In your opinion should the additional money to keep Click operating come from: [ROTATE] Click subscribers Tacoma Power customers both Click subscribers and non-subscribers Tacoma taxpayers. A 79% majority of Click! non-subscribers said that if additional operating funds are needed should come from Click! subscribers. 55% of Click! cable subscribers agreed, as did 73% of people without cable..

19 TACOMA PUBLIC UTILITIES 17 Attitudes About Click! Structure 7 in 10 Favored Click! Shut Down Before Ratepayer or Taxpayer Subsidies If Click cannot cover the costs it may have to change operations or shut down. Given that possibility, which of these statements comes closest to you opinion: [ROTATE] Click customers should pay higher rates. If subscriber fees can't cover the cost, Click should shut down. Tacoma Power customers both Click subscribers and non-subscribers, should pay more to keep Click up and running. Tacoma taxpayers should pay more to keep Click up and running. Among Click! non-subscribers: 76% of other cable subscribers said Click! subscribers alone should pay to keep Click! operating; as did 73% of cable non-subscribers. Among Click! subscribers: 71 46% said they should pay higher rates if Click! is faced with shutting down; 28% said all Tacoma Power customers should pay to keep Click! operating; 14% said Tacoma taxpayers should pay more to keep Click! operating..

20 TACOMA PUBLIC UTILITIES 18 Future of Click! 6 in 10 Said Click! Offering Internet Service Sounded Like a Good Idea Good Idea 21 Bad Idea No Opinion As we have said, the Click Network also includes broadband internet cable throughout greater Tacoma. Click Cable TV operates on the network but current policy prohibits it from providing internet service directly to customers. Instead, three private companies pay to use Click's network to sell internet service to residential customers in Greater Tacoma. The next questions are about some potential options for the Click Network. 14. One possibility is for the city to allow Click Network to offer internet service. Click would then compete with private companies to offer internet service. I realize there are details to consider, but as you hear it now, does this sound like a good idea or a bad idea? Most respondents, whether or not they were Click! subscribers, said offering internet services sounded like a good idea, including: 76% of Click! subscribers; 62% of people without a cable subscription; and 58% of subscribers to other cable services. Respondents were asked why they thought this was a good/bad idea. The answers are categorized in the table below GOOD IDEA [n=235] BAD IDEA [n=109] 40 Competition 34 Don t want to pay if not using 19 Increase customer base / Revenue 17 Click! has financial problems 17 More options/services 13 Cost to Taxpayers 13 Lower rates 7 Private better than public 6 Combined services, billing 6 Will cause problems.

21 TACOMA PUBLIC UTILITIES 19 Future of Click! 5:3 Oppose Having Tacoma Power Customers Help Pay for Click! Internet Services If the Click Network were to offer internet service in competition with private companies, it would still require all Tacoma Power customers to help pay for the service. Given this, does having Click offer internet services sound like [ROTATE] A majority of Click! non-customers said this was a bad idea, including: 58% of subscribers to other cable services; and 51% of cable non-subscribers A 49% plurality of Click! subscribers said it was a good idea for Click! to offer internet services, even if Tacoma Power customers would have to help pay for it. 33% of Click! customers disagreed, while 18% had no opinion. 53.

22 TACOMA PUBLIC UTILITIES 20 Future of Click! Plurality Said Leasing Click! Network to Private Companies Was a Good Idea Good Idea Another possibility is that private companies would pay Tacoma Power to use its network to offer both cable TV and internet service. Under this plan, Click Cable TV would be replaced by private cable and internet companies. As you hear this idea, does this sound like... [ROTATE] This this pattern of response was consistent across demographic categories. The only variation was that a 52% majority of those with incomes over $100,000 said that this was a good idea. Respondents were asked why they thought this was a good/bad idea. The answers are categorized in the table below GOOD IDEA [n=257] BAD IDEA [n=160] 16 Competition 23 Rates will increase 12 Not using, don t want to pay 13 Private not better for consumer 11 Lower rates 11 Create competition 11 Increased revenue 8 Click! would go out of business 10 Only subscribers would pay 6 Just doesn't sound good 10 Private Co. better 6 Not using, don t want to pay Bad Idea No Opinion.

23 TACOMA PUBLIC UTILITIES 21 Future of Click! Respondents Most Interested in Consumer Cost Implications of Private Company Partnerships Amount of money City will receive 2 Amount of money Click will receive 1 WHO PAYS FOR IT 17 ADMINISTRATION 7 Who will be in charge/partner 7 NEGATIVE COMMENT 4 General Negative 2 Bad Idea/ Not Needed 2 OTHER Before the city partners with private companies to use the Click Network, what would you want to know about the arrangement? [Question was open-ended. Responses were coded and categorized] More than 7 in 10 respondents mentioned some facet of the finances, and especially potential cost to consumers / ratepayers/ taxpayers, when asked what they would want to know before the city partners with private companies to use the Click Network..

24 TACOMA PUBLIC UTILITIES 22 Future of Click! 4:1 Opposition to Increased Rates to Keep Click! Operating Another possibility is to increase both Click Cable TV rates and Tacoma Power rates to keep Click operating. Would you be inclined to [READ / ROTATE LIST] a rate increase to keep Click operating? 75% of respondents said they would be inclined to oppose an increase in both Click Cable TV rates and Tacoma Power rates to keep Click! operating. Even current Click! subscribers were inclined to oppose this proposal: 46% were inclined to oppose it, while 41% were supportive and 13% were undecided. Click! non-subscribers were overwhelmingly opposed: 80% of subscribers to other cable companies were opposed, as were 73% of those with no cable subscription..

25 TACOMA PUBLIC UTILITIES 23 Future of Click! If Click! Offers Internet, It Should Expand Area But Click! Subscribers Should Pay It If Click were to become an internet service provider, should it expand its service area? [N=602] IF YES: Expanding Click's service area would cost millions of dollars. In your opinion, who should pay for the expansion? [n=344] 57% said that Click! should expand its service area if it does become an internet provider, however 67% said that the cost of any such expansion should be born exclusively by subscribers, including 46% of current Click! subscribers 71% of subscribers to other cable companies, and 70% of people with no cable..

26 TACOMA PUBLIC UTILITIES 24 DISCUSSION Most Tacoma Power customers interviewed for this survey believe that Click! should carry its own weight financially. They do not consider cable television or broadband internet to be a public resource to be subsidized by the broader community. Their position does not come from any lack of experience with the services. These respondents are heavy users of both cable TV and broadband internet: 7 in 10 have cable TV; 9 in 10 have broadband internet; more than half have 3+ computers in their home; and more than half stream video content, including nearly 6 in 10 who stream on their computers and 1 in 4 who watch video on their mobile devices. Despite this experience with cable and broadband, they were relatively unfamiliar with Click!. While 8 in 10 had heard of Click!, only half even ventured a guess as to its service offerings and cost relative to private providers. A consistent 7 in 10 respondents said that Click! should be supported solely by subscriber fees. This includes the underlying question of whether cable TV is a public resource; whether needed additional operating funds should come from utility customers and/or taxpayers; or whether ratepayers / taxpayers should chip in to keep Click! from shutting down. To each of these questions, more than 70% said Click! subscribers alone should bear the cost. Expanding the Click! Network and its services met a favorable response: nearly 6 in 10 said it was a good idea to offer broadband internet; however most (53% of all respondents) thought it was a bad idea to ask Tacoma Power ratepayers to help fund that expansion. Respondents were more divided on the question of leasing the Click! Network to private companies and shuttering Click TV. While there was a plurality (43%) in favor of that idea, there was no majority on either side and nearly 1/3 were undecided, indicating that people have not thought this idea through. The predominant concern throughout the survey results is cost. The resistance to subsidize Click! TV or its expansion was driven by respondents not wanting to have to pay for a service they were not getting. Reluctance to have the city enter into partnerships with private cable and internet providers was buoyed by concerns that taxpayers would end up paying for it somehow..

27 APPENDIX

28 QUESTIONNAIRE with Data

29 CLICK NETWORK SURVEY TOPLINE SAMPLE: SAMPLE FRAME: MARGIN OF ERROR: DATA COLLECTION: 602 Tacoma Power Customers Utility Customer Database ±4% at the 95% level of confidence Telephone Survey with Live Interviewers 55% via cell phone FIELD DATES: May 19-22, 2015 CABLE TV CUSTOMERS: ANY 70% CLICK 13% GENDER: MALE...46% FEMALE...54% The questions are presented here as they were asked in the interview The figures in bold type are percentages of respondents who gave each answer. Not all questions were asked of all respondents. Number asked is designated by [n= XXX]. Percentages may not add to 100% due to rounding. USAGE PATTERNS 1. The first few questions are about your television. How do you get the television signal at your home? 70 Cable 15 Satellite 5 Antenna 8 No TV at home. 2 DK/NA 1.1. IF CABLE OR SATELLITE: Which company do you subscribe to? [n=513] 62 COMCAST 12 DIRECT TV 15 CLICK 5 DISH 2 CENTURY LINK 4 OTHER 1 DK/NA 2. Do you have broadband internet access at home? 85 YES 14 NO 2 DK/NA 2.1. IF YES: Who is your internet service provider? [n=509] 63 COMCAST 10 CENTURY LINK 8 RAINIER CONNECT 5 ADVANCED STREAM 6 NET VENTURE 6 OTHER 1

30 CLICK NETWORK SURVEY TOPLINE 2.2. Are you satisfied with your current internet speed? [n=509] 84 YES 14 NO 1 DK/NA 2.3. IF NO [n=73] : How much more, if any, would you be willing to pay monthly for a faster speed? 79% NONE IF NO TV OR INTERNET, SKIP TO Q5 [n=15] 3. IF BOTH CABLE TV AND BROADBAND: [n=441] Which would you say is more indispensable to your household: 45 INTERNET 30 CABLE TELEVISION 24 [EQUAL] 1 DK/NA 4. Do you stream video content or entertainment at home, using services such as Netflix, Hulu, Apple TV, Amazon Prime or similar services? [N=602] 54 YES 4.1. IF YES: Would you say you watch more content on your cable/satellite, or more on streaming services? [Would you say Much More or Slightly More?] [n=326] 32 MUCH MORE STREAMING 6 MORE STREAMING 19 ABOUT EQUAL 14 MORE CABLE/SATELLITE 28 MUCH MORE CABLE/SATELLITE 2 DK/NA 5. Do you use a mobile device to watch video or television content? 37 YES 63 NO 5.1. IF YES: Do you use Wi-Fi or your cell phone company to stream content on your mobile device? Or do you use both? [n=220] 40 WI FI 7 CELL PHONE 49 BOTH 5 DK/NA 2

31 CLICK NETWORK SURVEY CLICK AWARENESS TOPLINE 6. [IF CLICK SUBSCRIBER SKIP TO Q7] How familiar are you with Click Cable TV? Would you say you 23 Never heard of it SKIP TO Q7 37 Heard the name, but don't know much about it 39 Are Familiar with it ASK IF NO: Why not? [OPEN][n=192] 33 Happy with current provider 20 Not in my area 15 Too expensive 5 Had before - dissatisfied 4 Don t want cable 4 Don't offer as many channels 4 No phone service 4 They have problems 7. Click Cable TV is part of the Click Network, which consists of all the cables and equipment necessary to provide cable television and broadband internet throughout greater Tacoma. It is owned by Tacoma Power. 8. Compared to other cable companies, do you think Click Cable TV offers [READ LIST] than other cable companies? 5 More channels and services 12 Fewer channels and services 34 About the same 49 DK/NA 9. Compared to other cable companies, is Click Cable TV [READ LIST] than other cable companies? 9 More Expensive 26 Less Expensive 16 About the same 49 DK/NA 3

32 CLICK NETWORK SURVEY PREFERENCES AND OPINIONS TOPLINE 10. Currently, all Tacoma Power customers help pay for Click Cable TV through a portion of their power bills, whether they subscribe to Click or not. Which of these statements comes closest to your opinion: 70 Click Cable TV should operate solely on fees paid by subscribers - not other electricity ratepayers 21 Click Cable TV is a public resource, so it is appropriate that all Tacoma Power customers help pay for it 9 DK/NA 11. Click is currently experiencing financial challenges that will require additional revenue. In your opinion should the additional money to keep Click operating come from: 75 Click subscribers 9 Tacoma Power customers both Click subscribers and non-subscribers 7 Tacoma taxpayers. 9 DK/NA 12. If Click cannot cover the costs it may have to change operations or shut down. Given that possibility, which of these statements comes closest to you opinion: 71 Click customers should pay higher rates. If subscriber fees can't cover the cost, Click should shut down. 11 Tacoma Power customers both Click subscribers and non-subscribers, should pay more to keep Click up and running. 7 Tacoma taxpayers should pay more to keep Click up and running. 10 DK/NA 4

33 CLICK NETWORK SURVEY TOPLINE 13. As we have said, the Click Network also includes broadband internet cable throughout greater Tacoma. Click Cable TV operates on the network but current policy prohibits it from providing internet service directly to customers. Instead, three private companies pay to use Click's network to sell internet service to residential customers in Greater Tacoma. The next questions are about some potential options for the Click Network. 14. One possibility is for the city to allow Click Network to offer internet service. Click would then compete with private companies to offer internet service. I realize there are details to consider, but as you hear it now, does this sound like A good idea 18 A bad idea 21 DK/NA Why does it sound like a [GOOD / BAD] idea to you? [OPEN] GOOD IDEA [n=235] BAD IDEA [n=109] 40 Competition 34 Don t want to pay if not using 19 Increase customer base / Revenue 17 CLICK has financial problems 17 More options/services 13 Cost to Taxpayers 13 Lower rates 7 Private better than public 6 Combined services, billing 6 Will cause problems 15. If the Click Network were to offer internet service in competition with private companies, it would still require all Tacoma Power customers to help pay for the service. Given this, does having Click offer internet services sound like 53 A bad idea 29 A good idea 17 DK/NA 16. Another possibility is that private companies would pay Tacoma Power to use its network to offer both cable TV and internet service. Under this plan, Click Cable TV would be replaced by private cable and internet companies. As you hear this idea, does this sound like A good idea 27 A bad idea 31 DK/NA 5

34 CLICK NETWORK SURVEY TOPLINE Why does it sound like a [GOOD / BAD] idea to you? [OPEN] GOOD IDEA [n=257] BAD IDEA [n=160] 16 Competition 23 Rates will increase 12 Not using, don t want to pay 13 Private not better for consumer 11 Lower rates 11 Create competition 11 Increased revenue 8 CLICK would go out of business 10 Only subscribers would pay 6 Just doesn't sound good 10 Private Co. better 6 Not using, don t want to pay 17. Before the city partners with private companies to use the Click network, what would you want to know about the arrangement? [open] 37 Cost to consumers 18 Financial details / Contract 17 Who will pay for it? 13 Options / Services 7 Who will be in charge 4 Opposed to it 10 Other 23 Nothing 18. Another possibility is to increase both Click Cable TV rates and Tacoma Power rates to keep Click operating. Would be inclined to [READ LIST] a rate increase to keep Click operating? 75 Oppose 18 Support 7 DK/NA 19. If Click were to become an internet service provider, should it expand its service area? 57 YES 21 NO 22 DK/NA IF YES: Expanding Click's service area would cost millions of dollars. In your opinion, who should pay for the expansion? [n=344] 67 Click Customers 14 Tacoma Taxpayers 7 Tacoma Power Customers 6 [SHOULD NOT EXPAND] 6 DK/NA 6

35 CLICK NETWORK SURVEY TOPLINE DEMOGRAPHICS 20. I have just a few last questions for our statistical analysis. How old are you? DK/NA 21. Which of these best describes your household at this time: 29 Couple with Children at Home 34 Couple with No Children at Home 9 Single with Children at Home 24 Single with No Children at Home 3 [DK/NA] 22. How many computers, laptops and tablets are owned by members of your household? NA 6% 17% 22% 18% 14% 7% 6% 4% 4% 2% 23. Which of these the following best describes you at this time? Are you Employed Fulltime 8 Employed part time 9 Not employed outside the home 31 Retired 3 [DK/NA] 24. Finally, I am going to list four broad categories. Just stop me when I get to the category that best describes your approximate household income - before taxes - for this year. 18 $35,000 or less 25 $35 to 60, $60 to 99, $100,000 or more 19 [DO NOT READ: NO ANSWER] 7

36 DATA TABLES READING THE CROSSTABULATION TABLES The cross-tabulations found in this report are presented in a "banner table" format. Categories of respondents (e.g. "35-54 years old," or "Female") are listed across the top of each page (the "banner"). The questions asked in the survey are listed down the left margin. The figures in the cells are percentages based on the number of respondents in the category at the head of each

37 Tacoma Public Utilities TOTAL CITY CLICKSUB FAMCLICK MOSTIMP (N= ) Tacoma Other YES NO NO CABLE NO HEARD FAMILIA R CABLE NET EQUAL TOTAL (N= ) ) HAVE BROADBAND Yes % % % 66 85% % 68 76% % % % No 82 14% 54 15% 27 12% 10 13% 53 12% 19 21% 21 17% 27 14% 24 12% 0 0% 0 0% 0 0% NA 11 2% 6 2% 5 2% 2 3% 7 2% 2 2% 2 2% 3 2% 4 2% 0 0% 0 0% 0 0% 2.2) SATISFIED WITH SPEED Yes % % % 53 80% % 58 85% 80 79% % % % % 90 86% No 73 14% 42 14% 29 15% 12 18% 51 14% 10 15% 18 18% 15 9% 28 16% 18 13% 28 14% 15 14% NA 7 1% 4 1% 3 2% 1 2% 6 2% 0 0% 3 3% 2 1% 1 1% 4 3% 3 2% 0 0% 3) MORE INDISPENSABLE Cable % 61 24% 70 40% 13 20% % 0 0% 39 42% 46 33% 36 25% % 0 0% Internet % % 66 37% 35 53% % 0 0% 39 42% 53 38% 70 49% 0 0% % Equal % 65 25% 39 22% 17 26% 88 23% 0 0% 14 15% 37 27% 37 26% 0 0% 0 0% NA 5 1% 3 1% 2 1% 1 2% 4 1% 0 0% 1 1% 2 1% 1 1% 0 0% 0 0% 0 0% 4) STREAM VIDEO Yes % % % 39 50% % 58 78% 61 51% % % 64 48% % 55 52% No % % % 39 50% % 16 22% 59 49% 80 43% 82 41% 70 52% 64 32% 50 48% NA 1 0% 1 0% 0 0% 0 0% 1 0% 0 0% 0 0% 0 0% 1 0% 0 0% 1 1% 0 0% 4.1) SOURCE OF CONTENT Much More Stream % 76 38% 27 23% 9 23% 50 22% 46 79% 21 34% 37 35% 38 32% 14 22% 37 28% 3 5% Slight More 19 6% 13 6% 5 4% 4 10% 11 5% 4 7% 4 7% 3 3% 8 7% 7 11% 7 5% 1 2% Equal 61 19% 31 15% 28 24% 7 18% 51 22% 3 5% 8 13% 21 20% 25 21% 18 28% 24 18% 13 24% Slight More 46 14% 29 14% 16 13% 7 18% 39 17% 0 0% 10 16% 12 11% 17 14% 6 9% 23 17% 13 24% Much More TV 90 28% 48 24% 42 35% 11 28% 78 34% 1 2% 17 28% 32 30% 30 25% 19 30% 40 30% 25 45% NA 5 2% 4 2% 1 1% 1 3% 0 0% 4 7% 1 2% 2 2% 1 1% 0 0% 1 1% 0 0% (c) ELWAY RESEARCH, INC. JUNE2015 1/15

38 Tacoma Public Utilities TOTAL AGE HOME GENDER (N= ) FAMILY COUPLE SINGLE PAR SINGLE MALE FEMALE TOTAL (N= ) ) HAVE BROADBAND Yes % % % % % % % 49 86% % % % No 82 14% 10 8% 19 13% 20 11% 33 23% 13 7% 26 13% 6 11% 35 24% 39 14% 43 13% NA 11 2% 2 2% 2 1% 2 1% 4 3% 1 1% 5 2% 2 4% 2 1% 2 1% 9 3% 2.2) SATISFIED WITH SPEED Yes % 94 85% % % 92 85% % % 36 73% 86 80% % % No 73 14% 15 14% 22 18% 22 14% 13 12% 22 13% 18 10% 13 27% 18 17% 30 13% 43 16% NA 7 1% 1 1% 0 0% 3 2% 3 3% 1 1% 3 2% 0 0% 3 3% 3 1% 4 1% 3) MORE INDISPENSABLE Cable % 28 34% 27 25% 45 31% 32 33% 47 34% 48 30% 14 34% 23 27% 56 28% 78 32% Internet % 42 51% 57 54% 61 42% 32 33% 65 47% 66 41% 11 27% 46 53% 90 45% % Equal % 13 16% 20 19% 39 27% 31 32% 25 18% 46 28% 15 37% 16 19% 50 25% 55 23% NA 5 1% 0 0% 2 2% 0 0% 3 3% 1 1% 2 1% 1 2% 1 1% 3 2% 2 1% 4) STREAM VIDEO Yes % 89 77% % 86 49% 41 29% % 94 47% 34 61% 61 45% % % No % 27 23% 39 28% 90 51% % 48 27% % 22 39% 76 55% % % NA 1 0% 0 0% 0 0% 1 1% 0 0% 1 1% 0 0% 0 0% 0 0% 0 0% 1 0% 4.1) SOURCE OF CONTENT Much More Stream % 45 51% 30 29% 22 26% 6 15% 36 29% 26 28% 12 35% 27 44% 52 33% 53 31% Slight More 19 6% 8 9% 7 7% 1 1% 3 7% 11 9% 4 4% 1 3% 3 5% 8 5% 11 6% Equal 61 19% 14 16% 19 19% 19 22% 6 15% 24 19% 15 16% 5 15% 12 20% 32 21% 29 17% Slight More 46 14% 8 9% 14 14% 12 14% 10 24% 14 11% 18 19% 7 21% 6 10% 22 14% 24 14% Much More TV 90 28% 13 15% 30 29% 31 36% 15 37% 39 31% 30 32% 8 24% 12 20% 40 26% 50 29% NA 5 2% 1 1% 2 2% 1 1% 1 2% 2 2% 1 1% 1 3% 1 2% 2 1% 3 2% (c) ELWAY RESEARCH, INC. JUNE2015 2/15

39 Tacoma Public Utilities TOTAL EMPLOY INCOME COMPUTER (N= ) FULL TIME PART TIME NOT EMPL RETIRED $35K $35-60K $ K $100+ NONE TOTAL (N= ) ) HAVE BROADBAND Yes % % 40 85% 43 81% % 79 71% % % 88 97% 8 23% 76 74% % % No 82 14% 26 9% 7 15% 8 15% 38 20% 28 25% 23 15% 13 9% 3 3% 26 74% 26 25% 21 9% 9 4% NA 11 2% 4 1% 0 0% 2 4% 5 3% 4 4% 2 1% 1 1% 0 0% 1 3% 1 1% 8 3% 1 0% 2.2) SATISFIED WITH SPEED Yes % % 35 88% 33 77% % 61 77% % % 76 86% 6 75% 67 88% % % No 73 14% 38 14% 5 13% 10 23% 19 13% 14 18% 18 14% 20 16% 11 13% 1 13% 7 9% 33 15% 31 16% NA 7 1% 2 1% 0 0% 0 0% 5 3% 4 5% 0 0% 1 1% 1 1% 1 13% 2 3% 3 1% 1 1% 3) MORE INDISPENSABLE Cable % 70 31% 9 27% 10 29% 43 32% 23 33% 38 35% 31 31% 25 30% 3 43% 34 48% 54 30% 41 24% Internet % % 14 42% 18 53% 51 38% 33 48% 43 40% 43 43% 42 51% 1 14% 28 39% 77 42% 85 49% Equal % 47 21% 10 30% 6 18% 39 29% 11 16% 26 24% 26 26% 16 19% 2 29% 9 13% 50 27% 43 25% NA 5 1% 2 1% 0 0% 0 0% 3 2% 2 3% 1 1% 0 0% 0 0% 1 14% 0 0% 1 1% 3 2% 4) STREAM VIDEO Yes % % 27 57% 24 52% 61 33% 39 38% 75 51% 86 64% 56 62% 2 6% 28 29% % % No % 92 31% 20 43% 21 46% % 65 63% 71 48% 49 36% 34 38% 31 94% 67 71% % 44 21% NA 1 0% 0 0% 0 0% 1 2% 0 0% 0 0% 1 1% 0 0% 0 0% 0 0% 0 0% 1 0% 0 0% 4.1) SOURCE OF CONTENT Much More Stream % 72 36% 13 48% 7 29% 8 13% 13 33% 23 31% 34 40% 13 23% 0 0% 8 29% 39 31% 54 33% Slight More 19 6% 13 6% 2 7% 1 4% 3 5% 4 10% 6 8% 4 5% 3 5% 0 0% 2 7% 7 6% 10 6% Equal 61 19% 38 19% 3 11% 6 25% 13 21% 5 13% 16 21% 16 19% 8 14% 0 0% 9 32% 28 22% 23 14% Slight More 46 14% 24 12% 4 15% 4 17% 11 18% 1 3% 11 15% 15 17% 9 16% 1 50% 1 4% 16 13% 27 17% Much More TV 90 28% 53 26% 4 15% 5 21% 24 39% 13 33% 19 25% 16 19% 22 39% 1 50% 7 25% 35 28% 46 28% NA 5 2% 1 0% 1 4% 1 4% 2 3% 3 8% 0 0% 1 1% 1 2% 0 0% 1 4% 1 1% 3 2% (c) ELWAY RESEARCH, INC. JUNE2015 3/15

40 Tacoma Public Utilities TOTAL CITY CLICKSUB FAMCLICK MOSTIMP (N= ) Tacoma Other YES NO NO CABLE NO HEARD FAMILIA R CABLE NET EQUAL TOTAL (N= ) ) WATCH VIDEO ON MOBILE Yes % % 76 34% 22 28% % 41 46% 45 36% 71 37% 82 40% 48 36% 81 41% 32 30% No % % % 55 71% % 47 53% 79 64% % % 86 64% % 73 70% NA 2 0% 2 1% 0 0% 1 1% 0 0% 1 1% 0 0% 1 1% 0 0% 0 0% 0 0% 0 0% 5.1) STREAM ON WI-FI OR CELL Wi-Fi 87 40% 54 39% 33 43% 15 68% 54 34% 18 44% 20 44% 27 38% 25 30% 23 48% 28 35% 12 38% Phone 15 7% 11 8% 3 4% 1 5% 9 6% 5 12% 2 4% 5 7% 7 9% 1 2% 4 5% 0 0% Both % 69 49% 37 49% 5 23% 85 54% 18 44% 21 47% 37 52% 45 55% 22 46% 45 56% 18 56% NA 10 5% 6 4% 3 4% 1 5% 9 6% 0 0% 2 4% 2 3% 5 6% 2 4% 4 5% 2 6% 6) FAMILIAR WITH CLICK Not Heard % 42 14% 78 37% 0 0% % 12 13% % 0 0% 0 0% 39 32% 39 24% 14 16% Name Only % % 76 36% 0 0% % 36 40% 0 0% % 46 38% 53 33% 37 42% Familiar % % 59 28% 0 0% % 40 45% 0 0% 0 0% % 70 43% 37 42% NA 1 0% 1 0% 0 0% 0 0% 0 0% 1 1% 1 1% 0 0% 0 0% 0 0% 0 0% 0 0% 8) CLICK SERVICES VS OTHERS More 30 5% 22 6% 7 3% 6 8% 21 5% 3 3% 6 5% 7 4% 11 5% 7 5% 9 5% 4 4% Fewer 73 12% 48 13% 25 11% 14 18% 54 12% 5 6% 7 6% 19 10% 33 16% 19 14% 25 13% 14 13% Same % % 64 29% 45 58% % 31 35% 20 16% 49 25% 93 45% 36 27% 82 42% 36 34% NA % % % 13 17% % 50 56% 91 73% % 69 33% 72 54% 81 41% 51 49% 9) CLICK COST VS OTHERS More 56 9% 39 11% 16 7% 8 10% 41 9% 7 8% 8 6% 12 6% 28 14% 11 8% 25 13% 7 7% Less % % 41 18% 45 58% 86 20% 24 27% 8 6% 28 14% 74 36% 25 19% 56 28% 31 30% Same 94 16% 65 18% 29 13% 21 27% 62 14% 11 12% 14 11% 21 11% 38 18% 19 14% 36 18% 17 16% NA % % % 4 5% % 47 53% 94 76% % 66 32% 79 59% 80 41% 50 48% (c) ELWAY RESEARCH, INC. JUNE2015 4/15

41 Tacoma Public Utilities TOTAL AGE HOME GENDER (N= ) FAMILY COUPLE SINGLE PAR SINGLE MALE FEMALE TOTAL (N= ) ) WATCH VIDEO ON MOBILE Yes % 68 56% 73 50% 47 26% 24 17% 92 52% 49 24% 26 46% 43 30% % % No % 54 44% 73 50% % % 85 48% % 30 53% % % % NA 2 0% 0 0% 0 0% 1 1% 1 1% 0 0% 1 0% 1 2% 0 0% 1 0% 1 0% 5.1) STREAM ON WI-FI OR CELL Wi-Fi 87 40% 33 49% 24 33% 17 36% 11 46% 38 41% 21 43% 11 42% 15 35% 39 36% 48 42% Phone 15 7% 3 4% 7 10% 4 9% 1 4% 2 2% 5 10% 2 8% 6 14% 10 9% 5 4% Both % 32 47% 40 55% 22 47% 8 33% 50 54% 17 35% 12 46% 21 49% 53 50% 55 49% NA 10 5% 0 0% 2 3% 4 9% 4 17% 2 2% 6 12% 1 4% 1 2% 5 5% 5 4% 6) FAMILIAR WITH CLICK Not Heard % 30 26% 26 19% 37 25% 28 24% 36 23% 40 23% 10 20% 31 25% 60 25% 63 22% Name Only % 51 44% 50 37% 45 30% 45 39% 55 34% 73 42% 20 39% 41 33% 78 33% % Familiar % 34 29% 58 43% 68 45% 42 37% 68 43% 62 35% 21 41% 51 41% 99 42% % NA 1 0% 1 1% 0 0% 0 0% 0 0% 1 1% 0 0% 0 0% 0 0% 1 0% 0 0% 8) CLICK SERVICES VS OTHERS More 30 5% 8 7% 5 3% 8 4% 8 6% 8 5% 12 6% 1 2% 6 4% 7 3% 23 7% Fewer 73 12% 15 12% 19 13% 22 12% 16 11% 26 15% 22 11% 8 14% 16 11% 40 15% 33 10% Same % 36 30% 58 40% 58 33% 49 34% 70 40% 69 33% 19 33% 44 31% 96 35% % NA % 63 52% 64 44% 90 51% 72 50% 73 41% % 29 51% 78 54% % % 9) CLICK COST VS OTHERS More 56 9% 13 11% 15 10% 12 7% 14 10% 18 10% 17 8% 2 4% 14 10% 28 10% 28 9% Less % 27 22% 41 28% 55 31% 30 21% 50 28% 52 25% 17 30% 34 24% 69 25% 86 26% Same 94 16% 18 15% 26 18% 22 12% 25 17% 36 20% 31 15% 4 7% 21 15% 51 19% 43 13% NA % 64 52% 64 44% 89 50% 76 52% 73 41% % 34 60% 75 52% % % (c) ELWAY RESEARCH, INC. JUNE2015 5/15

42 Tacoma Public Utilities TOTAL EMPLOY INCOME COMPUTER (N= ) FULL TIME PART TIME NOT EMPL RETIRED $35K $35-60K $ K $100+ NONE TOTAL (N= ) ) WATCH VIDEO ON MOBILE Yes % % 19 40% 20 38% 34 18% 35 32% 48 32% 56 41% 35 38% 5 14% 19 18% 81 33% % No % % 28 60% 33 62% % 75 68% % 81 59% 56 62% 29 83% 84 82% % % NA 2 0% 0 0% 0 0% 0 0% 2 1% 1 1% 0 0% 0 0% 0 0% 1 3% 0 0% 1 0% 0 0% 5.1) STREAM ON WI-FI OR CELL Wi-Fi 87 40% 54 39% 9 47% 7 35% 14 41% 14 40% 16 33% 25 45% 15 43% 2 40% 8 42% 32 40% 42 39% Phone 15 7% 10 7% 1 5% 3 15% 1 3% 5 14% 4 8% 3 5% 1 3% 3 60% 4 21% 5 6% 3 3% Both % 69 50% 9 47% 9 45% 16 47% 14 40% 26 54% 26 46% 17 49% 0 0% 5 26% 39 48% 60 56% NA 10 5% 5 4% 0 0% 1 5% 3 9% 2 6% 2 4% 2 4% 2 6% 0 0% 2 11% 5 6% 3 3% 6) FAMILIAR WITH CLICK Not Heard % 61 22% 10 24% 11 24% 37 25% 27 29% 33 25% 28 23% 12 16% 9 28% 26 29% 47 23% 38 21% Name Only % % 12 29% 15 33% 55 37% 28 30% 47 36% 44 36% 28 37% 13 41% 39 43% 71 34% 70 38% Familiar % % 20 48% 19 42% 57 38% 37 40% 50 38% 50 41% 35 47% 10 31% 25 28% 88 43% 77 42% NA 1 0% 1 0% 0 0% 0 0% 0 0% 0 0% 1 1% 0 0% 0 0% 0 0% 0 0% 1 0% 0 0% 8) CLICK SERVICES VS OTHERS More 30 5% 11 4% 3 6% 3 6% 11 6% 10 9% 4 3% 7 5% 2 2% 1 3% 5 5% 19 8% 5 2% Fewer 73 12% 38 13% 6 13% 3 6% 24 13% 9 8% 18 12% 19 14% 13 14% 4 11% 7 7% 31 13% 30 14% Same % % 20 43% 22 42% 53 28% 42 38% 57 38% 45 33% 37 41% 9 26% 31 30% 84 34% 80 38% NA % % 18 38% 25 47% 99 53% 50 45% 72 48% 66 48% 39 43% 21 60% 60 58% % 93 45% 9) CLICK COST VS OTHERS More 56 9% 23 8% 6 13% 5 9% 19 10% 10 9% 16 11% 10 7% 9 10% 5 14% 6 6% 21 9% 21 10% Less % 71 24% 15 32% 19 36% 47 25% 33 30% 41 27% 39 28% 26 29% 9 26% 16 16% 71 29% 58 28% Same 94 16% 53 18% 9 19% 6 11% 26 14% 14 13% 22 15% 16 12% 23 25% 2 6% 16 16% 39 16% 37 18% NA % % 17 36% 23 43% 95 51% 54 49% 72 48% 72 53% 33 36% 19 54% 65 63% % 92 44% (c) ELWAY RESEARCH, INC. JUNE2015 6/15

43 Tacoma Public Utilities TOTAL CITY CLICKSUB FAMCLICK MOSTIMP (N= ) Tacoma Other YES NO NO CABLE NO HEARD FAMILIA R CABLE NET EQUAL TOTAL (N= ) ) CLICK PUBLIC RESOURCE? Public Resource % 84 23% 40 18% 34 44% 69 16% 23 26% 13 10% 25 13% 54 26% 26 19% 46 23% 15 14% Pay Its Own Way % % % 38 49% % 54 61% 96 77% % % % % 76 72% NA 54 9% 36 10% 17 8% 6 8% 36 8% 12 13% 15 12% 14 7% 19 9% 3 2% 17 9% 14 13% 11) SOURCE OF ADDL OPERATING FUNDS Subscribers % % % 43 55% % 65 73% 99 80% % % % % 72 69% TP Customers 53 9% 41 11% 11 5% 14 18% 32 7% 7 8% 6 5% 9 5% 24 12% 13 10% 19 10% 9 9% Taxpayers 43 7% 28 8% 15 7% 13 17% 21 5% 9 10% 9 7% 6 3% 15 7% 4 3% 17 9% 10 10% DK 53 9% 34 9% 19 9% 8 10% 37 9% 8 9% 10 8% 15 8% 20 10% 5 4% 18 9% 14 13% 12) PAY TO KEEP CLICK RUNNING Subscribers % % % 36 46% % 63 71% 95 77% % % % % 70 67% TP Customers 67 11% 53 14% 12 5% 22 28% 38 9% 7 8% 7 6% 13 7% 25 12% 14 10% 24 12% 13 12% Taxpayers 45 7% 26 7% 18 8% 11 14% 25 6% 9 10% 10 8% 8 4% 16 8% 7 5% 19 10% 4 4% DK 60 10% 38 10% 22 10% 9 12% 41 9% 10 11% 12 10% 18 9% 21 10% 9 7% 16 8% 18 17% 14) CLICK OFFER INTERNET Good Idea % % % 59 76% % 55 62% 69 56% % % 73 54% % 66 63% Bad Idea % 52 14% 56 25% 6 8% 90 21% 13 15% 25 20% 36 19% 42 20% 34 25% 31 16% 16 15% NA % 79 21% 45 20% 13 17% 92 21% 21 24% 30 24% 45 23% 38 18% 27 20% 36 18% 23 22% 15) TP CUSTOMERS SUBSIDIZE INTERNET Good Idea % % 65 29% 38 49% % 28 31% 36 29% 37 19% 64 31% 35 26% 62 31% 30 29% Bad Idea % % % 26 33% % 45 51% 66 53% % % 80 60% 96 49% 58 55% NA % 69 19% 34 15% 14 18% 75 17% 16 18% 22 18% 35 18% 34 17% 19 14% 39 20% 17 16% 16) LEASE CLICK NETWORK Good Idea % % 97 43% 31 40% % 34 38% 48 39% 87 45% 91 44% 68 51% 89 45% 39 37% Bad Idea % % 57 26% 34 44% % 24 27% 29 23% 44 23% 53 26% 31 23% 50 25% 36 34% NA % % 69 31% 13 17% % 31 35% 47 38% 63 32% 62 30% 35 26% 58 29% 30 29% (c) ELWAY RESEARCH, INC. JUNE2015 7/15

44 Tacoma Public Utilities TOTAL AGE HOME GENDER (N= ) FAMILY COUPLE SINGLE PAR SINGLE MALE FEMALE TOTAL (N= ) ) CLICK PUBLIC RESOURCE? Public Resource % 29 24% 25 17% 37 21% 33 23% 35 20% 44 21% 14 25% 30 21% 64 23% 62 19% Pay Its Own Way % 83 68% % % 94 65% % % 42 74% 93 65% % % NA 54 9% 10 8% 15 10% 10 6% 18 12% 12 7% 16 8% 1 2% 21 15% 24 9% 30 9% 11) SOURCE OF ADDL OPERATING FUNDS Subscribers % 93 76% % % % % % 45 79% 96 67% % % TP Customers 53 9% 12 10% 10 7% 17 10% 13 9% 13 7% 15 7% 3 5% 21 15% 29 11% 24 7% Taxpayers 43 7% 11 9% 7 5% 15 8% 9 6% 10 6% 16 8% 7 12% 10 7% 22 8% 21 6% DK 53 9% 6 5% 12 8% 15 8% 19 13% 12 7% 18 9% 2 4% 17 12% 18 7% 35 11% 12) PAY TO KEEP CLICK RUNNING Subscribers % 90 74% % % 98 68% % % 46 81% 90 63% % % TP Customers 67 11% 13 11% 14 10% 21 12% 18 12% 16 9% 24 12% 3 5% 23 16% 38 14% 29 9% Taxpayers 45 7% 11 9% 8 5% 14 8% 11 8% 12 7% 15 7% 3 5% 13 9% 18 7% 27 8% DK 60 10% 8 7% 13 9% 19 11% 18 12% 12 7% 22 11% 5 9% 18 13% 22 8% 38 12% 14) CLICK OFFER INTERNET Good Idea % 76 62% 92 63% % 81 56% % % 41 72% 79 55% % % Bad Idea % 21 17% 21 14% 30 17% 36 25% 32 18% 41 20% 6 11% 26 18% 58 21% 51 16% NA % 25 20% 33 23% 37 21% 28 19% 32 18% 40 19% 10 18% 39 27% 49 18% 77 23% 15) TP CUSTOMERS SUBSIDIZE INTERNET Good Idea % 36 30% 47 32% 56 31% 35 24% 55 31% 55 27% 18 32% 44 31% 83 30% 92 28% Bad Idea % 66 54% 68 47% 93 52% 89 61% 93 53% % 32 56% 70 49% % % NA % 20 16% 31 21% 29 16% 21 14% 29 16% 33 16% 7 12% 30 21% 48 18% 57 17% 16) LEASE CLICK NETWORK Good Idea % 58 48% 56 38% 81 46% 59 41% 82 46% 92 45% 22 39% 55 38% % % Bad Idea % 29 24% 41 28% 42 24% 45 31% 49 28% 53 26% 18 32% 35 24% 75 27% 85 26% NA % 35 29% 49 34% 55 31% 41 28% 46 26% 61 30% 17 30% 54 38% 80 29% % (c) ELWAY RESEARCH, INC. JUNE2015 8/15