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News Release
Commission Releases Telephone Consumer Satisfaction Survey
March 23, 2005 (2005 - 008)
 
Contacts:  Lee Beyer, Chairman, 503 378-6611; John Savage, Commissioner, 503 378-6611; Ray Baum, Commissioner, 503 378-6611; Bob Valdez, Public Information Officer, 503 378-8962
 
Salem, Or. - Six out of ten Oregon households are generally satisfied with their local telephone service, and 79% are very unlikely to switch exclusively to cellular service in the next six months according to a statewide survey conducted for the Oregon Public Utility Commission.
 
Two out of three households surveyed (67%) have at least one cell phone. Those most likely to have cell phones live in the Portland Metro or Central region, have Internet access, have children living at home, and have incomes greater than $40,000. Most (85%) are not planning to either add or drop a cell phone in the next year.
 
In addition the survey found that Oregonians are less satisfied with cell phone service than with local telephone service. Fewer than half (47%) of cell phone users were very or somewhat satisfied and 39% gave a neutral rating. The reasons cited most often for dissatisfaction include bad reception, dropped calls, unfair charges and poor customer service.
 
"While there appears to be a "digital divide between urban and rural areas it is not clear whether the divide is caused by lack of options or other factors," Commission Chairman Lee Beyer said. "The digital divide appears to be partly influenced by the demographics of any given region with younger residents more willing to adopt emerging technologies than older citizens."
 
72% of those surveyed have Internet access from home.
  • 52% connect via dial-up modem
  • 24% use a cable modem
  • 18% have DSL service
  • The average monthly cost is $24
 
Asked about how much they would be willing to pay for high-speed service, the median amount cited was $19.
 
Thirty-three percent told the surveyors they knew you could use the high-speed Internet to make telephone calls known as Voice Over Internet Protocol (VOIP). However, just 0.4% said they use the Internet to make telephone calls from home.
 
Some other findings:
  • 67% have at least one cell phone including 39% who have two or more
  • Many respondents use more than one method to make long distance calls including the home telephone line (53%), cell phones (43%) or prepaid calling cards (24%)
  • 37% of respondents who don’t have high-speed Internet access would not pay for it, and 20% did not know how much they would be willing to pay for high-speed access
  • Those who used Directory Assistance most often dialed 411 (63%) or 555-1212 (28%)
  • Just over half of Oregon households are listed with the national Do Not Call registry
  • Most respondents (89%) said there had not been any unauthorized long distance charges on their phone bills in the past year
 
The Gilmore Research Group conducted the survey of 2406 households between December 17, 2004 and January 17, 2005. It has a statewide margin of error of plus or minus 2 %.
 
View the survey. 
 
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