eBlue: Sacra Blue Online

Issue 204 - July 1999

SPCUG Member Feedback

1999 SPCUG ISP Member Survey Results

Last month's issue of Sacra Blue contained an Internet service provider (ISP) survey. We asked members to fill out the survey so they could tell us what they thought of ISPs they had used over the past two years. We received a total of 103 surveys that ranked 38 ISPs and also told us about member ISP usage; 36 of those surveys came by mail. Our thanks go to those of you who participated in this survey. If you’re interested in finding a new ISP, these results come from past and current ISP customers and can help guide you in your decision.
We broke up the ISPs into two separate groups. The first, the “Top 13,” is the group with ISPs that members use the most (i.e., the ones that got 3 or more responses). The ISPs in both groups are sorted according to their scores in a chart on the facing page, and the ones that receive the best scores are mentioned in the "Members Choice" sidebar on this page.
If you don't see your ISP listed here, it's because we had to discount some survey entries because of different factors, including the lack of names, lack of pricing information, the unavailability of the ISP to the general public, and multiple answers for questions that required only one answer.

How We Scored
We scored the ISPs based on four factors: the ratings you gave for price, service, and support, and the percentage of connection failures you reported with the ISP (either due to a busy signal or line noise). We scored the price, service, and support questions with the following scale:

Price: 0 (service charges too much) to 2 (service charges too little) points
Service: 0 (service is awful) to 4 (service is outstanding) points
Support: 0 (support is awful) to 4 (support is outstanding) points

We averaged each of these three scores, which appear in their own columns in the chart. We then averaged the connection failure percentages that you gave us and put that in the column after the support scores. We multiplied the price, service, and support scores by 10 and added them together for a maximum score of 100 points. We then subtracted the average connection failure percentage from that score to get the final score in the Score column in the chart. Scores can range from a minimum of -100 points to a maximum of 100 points.
There are other factors that we've listed in the chart. These include the average price members pay (in several cases the average price correlates with the price scores members gave in the Price column) and the average 56 Kbps connect speed that members with 56 Kbps modems get when they log on.

What We Learned
From your responses, we've learned several things about how you use the Internet and what you like and dislike about ISPs.
Dialup calling to the Internet is still king. The vast majority of you use dialup modems, with only a few using faster technologies like microwave, DSL, ISDN, and the like. 56 Kbps modem users outnumber 33.6 Kbps (or lower) speed modem users by about two to one. We received plenty of input on the average speeds for 56 Kbps dialup speeds--they're slower than actual 56 Kbps--so if you have a 56 Kbps modem be sure to consider the average 56 Kbps speeds in the chart.

<=33.6 Kbps	38
56 Kbps	75
ISDN	1
DSL	1
XSpeed	1

Most of you use your ISP from home, though a fairly significant minority also use their ISPs for working at home.

Home	61
Work	2
Working at home	18

When it comes to the service you use your ISP for the most, it's not surprising that a majority of you said "all of the above." For the sizable minority of respondents who gave specific answers, e-mail led the way, but some of you also use the Internet to visit specific sites.

All of the above	47
E-mail	15
Visit certain sites	9
Research	4
Hosting own Web site	3
Surfing the Web	2
Downloading files	2
Use as a backup ISP	1

Given the answers in the last paragraph, it's no surprise that the most important ISP service for users is e-mail. However, a sizable portion of respondents also like to use the Web, especially for visiting certain sites and conducting research.

E-mail	50
Visit certain sites	17
Research	15
Surfing the Web	8
Hosting own Web site	4
Downloading files	4
Games	1
Purchasing products	1

When it comes to what you like about your ISP, you like their pricing structure the most. You also enjoy the availability of the ISP in your area and the support your service provides. However, when it comes to what you don't like about your ISP, a lot of you don't like what they're charging. You also don't like the fact that you're disconnected frequently and the level of support you're receiving.
Bottom line? You use ISPs for communication, for visiting sites you want to see, and to get work done. Many of you are happy with your ISPs, but many of you are not. Hopefully these results can help you find a new ISP if you're in the latter group.

Interesting Notes
Speaking of those people who aren't altogether happy with their ISPs, we'd like to conclude this report with some words about noteworthy ISPs.
    JPSnet had the most responses of any ISP in our survey, yet their rating in the Top 13 was rather low. It seems that JPSnet customers have a love/hate relationship with their ISP. Their service and support ratings finished around the fair-to-good category, with as many good and outstanding ratings as fair and poor ones. Some surveys noted that JPSnet was great, and others said they were not; one survey included a lengthy note from a JPSnet customer detailing his problems with the ISP. What's more, JPSnet has one of the highest connection failure rates of any ISP rated in this survey.
    America Online (AOL) received the worst score in the Top 13 category even though it has the best 56 Kbps connection speed of any ISP rated. There are several problems AOL users seem to have, including fair service and support that several users don't think warrants the price AOL charges. What's more, AOL has the highest connection failure rate of any ISP in the Top 13 group (and the entire survey).
    Some ISPs in the Best of the Rest group actually had negative scores, but since these ISPs were rated only by one or two people, you may want to take those results with a grain of salt.

Final Notes
This ISP survey results article appears one month after a report on DSL from Gene Weisskopf and one month before a general meeting featuring high-speed modem technologies. Indeed, some respondents said they wanted their ISP to offer DSL to its customers. However, most of you are still using dialup modems for your Internet connections, and we hope that these results along with the other articles and meetings about Internet technologies and services helps you make your decision. If you know someone who's looking for an ISP but isn't a member of our group, invite that someone to our next meeting, show them these results, and ask them to join our group. They'll already benefit from one valuable service--rating of ISPs by members for members.

Members' Choice ISPs

The Top 13
Verio
CalWeb

There are two main reasons why these two ISPs finished in a virtual dead heat at the top of this group: excellent service and support. There are some differences that you should consider, however. If you're concerned about getting a quality connection, Verio excels with one of the lowest connection failure rates in this group. If you want better 56 Kbps performance, CalWeb is the one you want. Despite the price differential between these two ISPs, they should both be on your short list.

Honorable Mention : DGWeb, Pacific Bell Internet, Quiknet.com, Tomato Web Online DGWeb is a new ISP (only two years old), but it's a strong contender. Not only does DGWeb have good service and support ratings, it has the lowest connection failure rate in this group and good 56 Kbps speeds. DGWeb does have a limited toll-free calling area, however.
Pacific Bell Internet is a regional ISP that has the highest average price of any ISP in this group (and therefore has the lowest price score of any ISP in this group). However, this is an ISP that has solid numbers to back up its prices.

Quiknet.com has a higher-than-average price and a high connection failure rate. We also don't have any 56 Kbps connection information. However, Quiknet.com users gave the ISP good marks for price, service, and support.
Tomato Web Online has almost everything it needs for first place in this survey: good price and service scores, a low connection failure rate, and the only local ISP with an average 56 Kbps speed above 50 Kbps. The only thing keeping Tomato Web Online from the top of the charts is its support rankings, which rated close to fair. It seems users feel Tomato Web Online's support is uneven; one respondent ranked support as outstanding, but another ranked support as poor and another as fair.

Best of the Rest
RSVL Online
Coastal Web Online

These two ISPs ranked the highest in the survey, but since RSVL Online and Coastal Web Online had one and two responses, respectfully, you may want to investigate these ISPs further. RSVL Online seems to be a Roseville-centric ISP, so if you live in the Roseville/Citrus Heights area, you may want to check it out. Coastal Web Online is a statewide service if you live in an area outside Roseville.

The Top 13
Name	Web address	# of responses	Avg price/year	Price	Service	Support	Connect failure %	Score	Avg 56 Kbps speed
Verio	www.verio.net	5	288.00	0.60	3.60	3.40	1.60	74.40	36.80
Calweb	www.calweb.com	12	185.65	0.75	3.75	3.33	4.25	74.08	40.62
DGWeb	www.dgweb.com	3	199.00	1.00	3.00	3.33	1.33	72.00	44.30
Quiknet.com	home.quiknet.com	3	247.40	1.00	3.33	3.33	5.00	71.67	N/A
Tomato Web Online	www.tomatoweb.com	3	179.80	1.00	3.33	2.33	1.67	65.00	50.17
Pacific Bell	www.pacbell.net	7	292.82	0.43	3.29	3.00	3.57	63.57	42.76
Microsoft Network	www.msn.com	4	179.55	0.25	3.00	3.25	3.25	61.75	49.60
Netcom	www.netcom.com	6	239.40	0.67	3.00	2.33	2.92	57.08	37.85
AT&T Worldnet	www.att.net	3	139.80	0.67	2.33	2.67	2.67	54.00	37.40
CompuServe	www.compuserve.com	4	179.40	1.00	2.50	2.00	2.25	52.75	49.00
JPSnet	www.jps.net	19	132.74	0.79	2.58	2.84	12.05	50.05	42.61
Juno	www.juno.com	3	0.00	1.00	2.00	2.00	4.00	46.00	34.00
America Online	www.aol.com	9	204.73	0.56	2.22	2.44	18.44	33.78	50.88
Averages			189.87	0.75	2.92	2.79	4.85	—	43.00

Best of the Rest
Name	Web address	# of responses	Avg price/year	Price	Service	Support	Connect failure %	Score	Avg 56 Kbps speed
RSVL Online	www.rsvl.net	1	180.00	1.00	4.00	4.00	0.00	90.00	N/A
Coastal Web Online	www.cwo.com	2	221.70	1.00	4.00	4.00	0.50	89.50	47.00
Ardennet	www.ardennet.com	1	410.00	1.00	4.00	4.00	1.00	89.00	28.80
CRL Network Services	www.crl.com	1	228.00	1.00	4.00	4.00	1.00	89.00	N/A
Ulink	www.ulink.net	1	98.00	2.00	4.00	3.00	7.00	83.00	N/A
Oronet	www.oronet.com.ph	1	275.00	0.00	4.00	4.00	0.00	80.00	28.80
Telis	www.telis.org	2	227.70	0.50	4.00	3.50	1.00	79.00	28.00
Earthlink.net	www.earthlink.net	1	239.40	0.00	4.00	4.00	1.00	79.00	N/A
Prodigy	www.prodigy.com	1	150.00	1.00	4.00	3.00	1.00	79.00	N/A
Mindsync	www.mindsync.com	2	119.00	1.00	3.00	3.50	1.00	74.00	N/A
2cheap.net	www.2cheap.net	1	89.00	1.00	3.00	3.00	0.00	70.00	N/A
Concentric.net	www.concentric.com	1	240.00	1.00	3.00	3.00	0.00	70.00	5.00
Midtown Network	www.midtown.net	2	269.70	0.50	3.50	3.00	1.50	68.50	3.00
Lanset	www.lanset.com	2	98.50	1.00	3.00	2.50	0.00	65.00	40.60
Foothill.net	www.foothill.net	1	180.00	1.00	3.00	3.00	5.00	65.00	N/A
Innercite	home.innercite.com	1	144.00	1.00	3.00	3.00	5.00	65.00	48.00
Cwnet	www.cwnet.com	1	107.40	1.00	3.00	3.00	7.00	63.00	35.00
Mother.com	www.mother.com	1	227.40	0.00	3.00	3.00	0.00	60.00	33.60
Net Zero	www.netzero.com	2	0.00	1.00	3.00	2.00	3.50	56.50	28.80
ghis.net	www.ghis.net	1	160.00	1.00	3.00	2.00	5.00	55.00	33.60
IBM	www.ibm.net	2	239.70	1.00	3.00	2.50	17.50	47.50	46.00
Inreach	www.inreach.com	2	240.00	0.00	2.00	2.00	5.50	34.50	N/A
Internet Unlimited	www.unlimited.com	2	269.70	0.50	1.00	1.50	35.00	-5.00	49.30
2extreme.net	www.2extreme.net	1	99.00	1.00	1.00	3.00	60.00	-10.00	33.60
OSB Access	www.osb.net	1	99.00	0.00	1.00	2.00	40.00	-10.00	49.33

Issue 204 - July 1999
	Copyright © 1999 Sacramento PC Users Group, Inc. All rights reserved. Read our disclaimer and copyright page for more information.