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<br /> 84 | P a g e <br />City of San Leandro, CA <br />Fiber Master Plan <br />heavily relied upon in the lives of San Leandro residents, suggesting strong demand for <br />residential broadband services into the future. <br /> <br />Figure 35. Residential Survey Results – Household Broadband Internet Subscription <br /> <br /> <br /> <br />At 65% and 30% of all residential subscribers respectively, Comcast and AT&T are the <br />dominate providers of internet service in San Leandro. Over 1,300 respondents (91%) <br />indicated that broadband was their primary subscribed technology of connecting to the <br />internet. Of those, almost 60% currently subscribe to the internet via coaxial cable, with <br />15% accessing via DSL and 15% unsure. In comparison, only 6% indicated using fiber <br />optics. Having internet access was deemed to be critical or very important by 93% of the <br />respondents, with 96% indicating reliability as being critical or very important. A high <br />percentage also considered performance (90%) and price (84%) to be critical/very <br />important. <br /> <br />In regards to customer satisfaction, only a small percentage of the respondents reported <br />being very satisfied with any of the five variables. This ranged from just 13% being very <br />satisfied with tech support and customer service to 21% being very satisfied with internet <br />access. Overall, the level of satisfaction is on the low side with all five variables. Price is <br />where customers are most dissatisfied, with over 50% indicating they were either <br />“somewhat dissatisfied” or “very dissatisfied.” <br /> <br />Of those expressing low overall satisfaction, 61% indicated that there were no other <br />(internet) service options in their area and 62% were dissatisfied because the <br />connection was slow or unreliable. These results suggest an opportunity for a provider <br />with high-speed, reliable broadband to capture significant market share with the <br />residential sector.