> when I buy internet service, I am paying to transmit information between my computer and the websites I visit, free from interference.
Of course they'll agree with that. Now ask them if they think their VoIP landline phone calls should be required to be treated with equal priority to their neighbor's cat videos or bittorrent traffic. Ask them if their provider should be able to regulate disruptive / chatty protocols used by a tiny minority to improve the quality of the service for everyone else. Ask them if it bothers them to have their Netflix traffic be zero-rated as a bundled-in perk from their ISP.
You'll then find the number much lower than 80% in "support." It's difficult to imagine a more leading question.
You have to dumb your questions down to terms "everybody" can understand, or else they won't know what the question is. The first question most people will understand.
Just the opposite: If you ask questions they can't understand, then the survey is meaningless. You always have to make sure the respondents understand the question.
> when I buy internet service, I am paying to transmit information between my computer and the websites I visit, free from interference.
Of course they'll agree with that. Now ask them if they think their VoIP landline phone calls should be required to be treated with equal priority to their neighbor's cat videos or bittorrent traffic. Ask them if their provider should be able to regulate disruptive / chatty protocols used by a tiny minority to improve the quality of the service for everyone else. Ask them if it bothers them to have their Netflix traffic be zero-rated as a bundled-in perk from their ISP.
You'll then find the number much lower than 80% in "support." It's difficult to imagine a more leading question.