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Page 9 PUBLIC DOCUMENT-TRADE SECRET DATA HAS BEEN EXCISED Proposal for Formal Franchise Renewal December 20, 2013 The NSCC s survey — though flawed in many ways — at its most basic level also found high satisfaction rates: • 90% rated reliability of service as good or very good; • 90% rated quality of picture and sound as good or very good; • 75% rated number and variety of channels as good or very good. Comcast's survey similarly shows that 70% of customers are overall satisfied with Comcast services.lz Comcast has transitioned all services to digital and developed a low-cost digital device (DTA) that is not available from most competitors. Comcast has provided customers with the ability to control TVs using smart phones and tablets, and to watch programming online and on IP devices in the home. In the Twin Cities, Comcast and its predecessor companies have invested more than $1 billion upgrading, extending and maintaining the network infrastructure. Comcast's customers and the region as a whole have been direct beneficiaries of that investment as Comcast has introduced more product choice from a single provider for both residential and commercial consumers, as well as the fastest available internet speeds, greater customer value, and superior reliability. No formal upgrade of the cable system is required or proposed at this time. E. Comcast's customer-service ratings are high. Comcast has continued to invest in improvements in customer service and will continue to strive to meet all applicable FCC customer-service standards. There is a world of difference between the way customer service is delivered today from when the last franchise agreement was reached in 1998. Among many options that did not exist in 1998 (and which exceed the requirements of the current franchise and FCC regulations) are: (a) a host of online service choices including making payments, changing services, checking on and reporting service status, help forums, and customer-service chat; (b) customer service by text message including checking balances, checking for service outages, cancelling service calls, finding a customer service center, and obtaining information about service features; (c) self-installation options; and (d) the Comcast Guarantee, which includes a 30-day money back guarantee on 12. Ex. 3 at 10.