(A) At least every three years during the term of its franchise, the franchisee shall conduct a random survey of subscribers within the franchise area in a form and manner approved by the franchise authority. The franchise authority’s approval of the form and manner of the franchisee’s proposed survey shall not be unreasonably withheld and the approval shall be deemed granted if the franchise authority has not specifically disapproved the proposal in writing (stating the reasons for the disapproval) within ten business days of the receipt of the survey proposal from the franchisee. Each questionnaire shall be prepared and processed in good faith so as to provide reasonably reliable measures of subscriber satisfaction with:
(1) Signal quality;
(2) Response to subscriber complaints;
(3) Billing practices;
(4) Programming services; and
(5) Installation practices.
(B) The survey shall be conducted in conformity with such requirements, including supervision and review of survey responses, as the franchise authority may prescribe. At the option of the franchisee, the franchisee may satisfy the requirements of this section through a survey conducted by an independent person approved by the franchise authority who is qualified to conduct the surveys.
(C) Should the franchisee elect to utilize an independent person to conduct such surveys, the franchise authority shall receive a written copy of the results of the survey directly from the person who conducted it. The franchisee shall report, in writing, to the franchise authority what steps (including, but not limited to, correcting problems, modifying services and/or practices or expanding services) the franchisee is taking to implement the findings of the survey.
(Res. 98-86, passed 11-16-1998)