Your Voice 2020

Study Category: Communications Technology and Services in Our Communities Today

What influences the decisions we make in how and where we access the internet? What motivates us to adopt technology? How does broadband adoption affect our opportunities and prosperity? What is the current state of communications infrastructure available in our communities today?

In this section you will find study results that illustrate the state of communications technology and services in use today.

  • Cable Provider Customer Service Has Improved, but Still Not Well Regarded

    The most recent American Consumer Satisfaction Index (ACSI) survey still ranks cable providers, although improving, well below most service industries rated.

    The Your Vo!ce Scientific Residential Survey of cable subscribers found that 1 in 4 customers rated billing statement accuracy and understanding as fair to poor. This was similar with the ease of use of automated telephone menu options with over 1 in 5 rating it as fair to poor. This is particularly impactful due to 93% of cable subscribers that contacted their company in the past year utilized the telephone to do so.

  • Residents Increasingly Access the Internet at Places Outside the Home

    The following chart shows a data comparison between the 2010 and 2020 Your Vo!ce Studies:

    The overall use of publicly available WiFi has grown substantially since 2010 with the greatest area of growth at restaurants, coffee shops and bars. The comparison overall shows a dramatic rise in use of portable internet access outside the home. According to Your Vo!ce Study results, 89% of respondents used a smartphone to access publicly available WiFi.

    Students at the Pre-K through 12 level benefit substantially from the access available through their schools. Education sector study participants noted the importance of having a device available for every student due to the substantial disconnect between the technology some students have available in the classroom versus much more limited access at home or no access at home.

  • The Majority of Residents and Businesses View the Internet as an Essential Utility

    Results from the Your Vo!ce Scientific Residential Survey showed that 50% of respondents indicated that the internet was as essential to them as access to electricity. Results from the Online Public Survey were markedly higher, at 87% of respondents. The stay-at-home orders issued during the Covid-19 pandemic have served to further elevate the essential nature of home internet service.

  • Approximately 2 in 10 Multnomah County Residents Do Not Have Wireline Internet Services in the Home

    According to the Your Vo!ce Study results, 82% of residences have wireline internet access at home which is primarily broadband service from a cable provider. Of the remaining 18% that don’t have wireline access, cost remains the most substantial barrier.