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CenterFuse Broadband Feasibility Report rural areas most households have tried and eventually abandoned the service. Again, this makes a statement that residents aren't happy with Consolidated or Charter. Dissatisfaction with the Incumbents. We expected the questions about customer satisfaction to reflect the previous finding, but it didn't. • When asked the question "Using a scale of 1 to 5 where 1 is very dissatisfied and 5 is very satisfied, please rate your internet service provider on Internet speeds." Only 22% of respondents are giving a 1 or 2 rating, meaning they are dissatisfied. • 18% of respondents are unsatisfied with the customer service from their ISP while 48% are satisfied. • 29% of respondents say that they are unsatisfied with the value they get from their ISP compared to the price they pay while 34% are satisfied. • 18% report overall dissatisfaction with their ISP while 44% say they are satisfied with their ISP. We did see greater dissatisfaction on the speed question when we asked, "Are you happy with the Internet speeds you have in your home today."43% of respondents answered no to that question—twice as many than those saying they were dissatisfied with Internet speeds on the 1 to 5 scale. None of these results show a high level of dissatisfaction with Consolidated or Charter. This could mean something as simple as most customers like the ISP they are using. Perhaps many of them used the alternative in the past and their satisfaction is relative compared to the alternative option. We looked deeper into the data to see if there was a difference in the satisfaction between Charter and Consolidated and found the following: Customer Overall Speed Service Value Satisfaction Dissatisfaction Charter 16.5% 14.0% 29.9% 15.9% Consolidated 26.6% 21.9% 27.3% 20.3% Satisfaction Charter 53.0% 56.1% 37.2% 50.6% Consolidated 34.4% 39.1% 32.0% 36.7% The satisfaction numbers tell an interesting story. Charter customers are more satisfied with Charter than are Consolidated customers. This is what we expect to see during the pandemic when faster speeds are making a difference. Yet, for some reason, customers are not leaving Consolidated. We suspect over time that the difference between the two companies will eventually result in the same migration to cable over DSL that we see everywhere else in the country—but for some reason that migration has been slower to happen in Ellensburg perhaps due to geographic availability the two services. Page 25