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PUBLIC DOCUMENT-TRADE SECRET DATA HAS BEEN EXCISED Comcast of Minnesota Page 10 services, a$20 credit or free premium channel for 3 months for any missed appointment or if Comcast fails to resolve a problem on the first visit, and 24- hour 7-days-a-week customer service. Over 73% of respondents in the NSCCs survey rated Comcast's "helpfulness of telephone customer service representatives" as good or very good, over 70% rated Comcast's "ability ... to respond to a service call within the promised time" as good or very good.l� The complaints produced by the NSCC show that few customers are dissatisfied with service. This franchise proposal continues to ensure a high level of customer service in compliance with applicable FCC regulations. F. Comcast's I-Net proposal provides significant services beyond those required by the Cable Act at a reasonable cost. As explained further below in Comcast's legal objections, the NSCC may not condition renewal of a franchise on demands for a free and separate institutional network. But the Cable Act does allow LFAs to ask for some capacity for PEG-related uses on an existing network built by a cable operator for non-residential use. For the NSCC, this obligation has expanded into provision of an institutional network beyond PEG purposes, offered by one member city commercially to third parties, even bidding against Comcast for business. The NSCC would have this institutional network continue under a new franchise at no cost to the NSCC or its member cities — in effect demanding an in-kind service unrelated to PEG usage. In addition the Staff Report and RFRP do not offer information showing current usage, expected need, or community interest for this separate institutional network, and customers surveyed expressed no desire to pay for one. Notwithstanding Comcast's objections above and throughout this application, and in an attempt to accommodate the NSCC's demands, under renewed NSCC franchises Comcast will agree to continue to provide institutional-network services comparable to that provided the NSCC today. Comcast will offer the portion of the institutional network used for PEG- purposes without charge to the NSCC (subject to Comcast's right to pass through the value of the network used for PEG-related purposes to subscribers as a PEG-capital contribution). To account for the NSCC's I-Net usage unrelated to PEG, Comcast will charge the fair-market value of that portion—as calculated by QSI Consulting in Exhibit 5. If the NSCC and member cities would prefer to not pay for the non-PEG-related I-Net features that it demands, Comcast will offer these services as an in-kind contribution to the NSCC subject to the 5% franchise fee cap. The member cities of the NSCC may choose to 13. Group W Report at 9.