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		How would you describe the level of computer dependency in your personal life? Very High High Moderate Low Non-existent Are you a savvy and self-supporting computer user? Yes No Does your personal computer sometimes cause you anguish or anxiety? Yes No What type of computer do you own personally? Dell Sony HP Gateway Lenovo Compaq Apple Asus Acer Other (please specify) Toshiba Don't own a computer What problems have you experienced with this computer? (select top three) Slows down frequently Email goes down Gets infected with viruses Internet access is unavailable Hard to set up and install software Wireless connectivity fails Crashes often Hard drive dies Power supply fails Too much spyware Boot up time is too long Other (please specify) Computer uses too much power How have you typically solved computer problems? Called my computer manufacturer Asked a friend or family member Signed up for online subscription support service Referred to IT support at work Contacted my Internet service provider Tried to fix it myself Talked with my software vendors Other (please specify) Called or visited the store where I bought the computer None Relied on third party local tech support service How would you characterize your overall experience with this technical support service? Terrible - need another alternative Poor - needs serious improvement Adequate - could be better, but I live with it Pretty good - usually solves my problems Good - does a good job of resolving most of my issues Excellent - no complaints at all Non-existent - I don't use any service How much do you think you pay for computer support each year? 0 $10 $25 $50 $100 $500 $1,000 More than $1,000 Are you happy about what you are being charged for your primary outside technical support? Yes No I don't use any service What gets you most stressed or frustrated with the tech support experience? Long wait times Cost of service Voice mail maze Inconvenience of service Inability to fix problems Unsympathetic or rude support personnel Finger pointing to other vendors Automated callback options Insufficient knowledge Can't get a human voice Poor communications Not knowing me or my system Difficulty diagnosing problem Other (please specify) Limited language skills How much computer downtime would you estimate you have had over the past year due to technical failure or glitches? No downtime Less than 24 hours 1-5 days 6-10 days 11-30 days More than a month In what way has computer failure most impacted your life? (select top three) Increased my stress levels Lost my personal identity Created emotional trauma Slowed or prevented online purchases Lost valuable personal or work data Disrupted my online taxes or bank transactions Interrupted valuable work or play time Cost me too much money Cut into my dating or social life Other (please specify) Dropped my network or email connections Rank the criteria that are most important to you in choosing and keeping a technical support service. (select top three) Customer satisfaction rates Skill of support techs Wait times for service calls or appointments Politeness of support techs Time it takes to resolve each issue Listening skills of service personnel Reputation of provider Word of mouth referral from friend, family or colleague Cost of service 24/7 availability of tech support Percentage of problems that are resolved Other (please specify) What would you be willing to pay per year for a service that is always available and solves computer problems remotely and automatically? 0 $10 $25 $50 $100 $500 $1,000 More than $1,000 How many times have you needed to contact technical support assistance over the last year? 0 1-3 4-6 7-10 11-25 More than 25 How many hours have you spent trying to solve computer problems over the last year? 0 1-3 4-6 7-10 11-25 26-50 51-100 More than 100 What is your age? 15 or under 16-21 22-29 30-50 51-65 66 and above What is your gender? Male Female