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Home My WebLink About911812.tiff .ted Artists Cable of Greeley 3737 West Tenth Street Greeley, CO 80634 (303) 351-0669 December 16, 1991 tall aJ/IK I lb. sr Cable Dear Commissioner, We are sorry you could not join us for breakfast last week, and we are sending a packet that contains the information that was presented. This packet contains the information reviewing 1991 activities and an overview of our 1992 business plan. We are very excited about the changes and additions that will be made in 1992. A timeline cif the notification process is included in the packet along with a copy of the letter that each customer will be receiving. If at any time you would like further information relating to our operation, or if a customer should contact you with questions or concerns, please do not hesitate to contact us. Listed below are the phone numbers to reach me directly at the office, 356-1079 or at home at 353-2386, or to talk with a customer service representative, call 351-0669. Respectfully, tb--3°A-1— Kathryn L. Stewart General Manager 91181 DLO()� United Artists Cable, a TCI Company I. Introduction II. Mission Statement a. Programming b. Customer Service c. Employment Practices d. Service to the Community III. System Growth and Rates IV. 1992 Business Plan Summary V. Conclusion VI. Exhibits A -Current Organizational Relationship Chart B - 1992 Channel Lineup Card C - Pulse Survey Results D - Corporate Standards - Customer Service E - Customer Notification Letter F - Rate Comparison 121291 I. INTRODUCTION The Greeley system, serving the communities of Evans, LaSalle and parts of Weld County has been in operation since 1980. Originally, the system was a part of Daniels and Associates, Inc.. In November 1985, the system became a limited partnership with Southwest Cablevision, LTD. owning a substantial majority of the partnership interests. In 1989, Daniels and Associates outstanding capital stock was acquired by United Artists Entertainment ("UAE"). Effective December 2, 1991 , the merger between UAE, and Tele-Communications, Inc., (TCI) was completed. TCI has held majority control of UAE since 1989. The latest merger simply involved the purchase of the interests of the remaining minority shareholders. No change in control or ownership of the system occurred. Refer to Exhibit A, page 12, for a current organizational relationship chart. TCI was formed in 1968 and is now the largest cable television company in the country. Known as a leader in shaping the future of television, TCI is an active participant in the research and development of new television technologies such as high definition television and laser-fiber transmission systems. TCI will also continue with local efforts in promoting the use of educational programming within schools in its coverage areas through the "TCI Education Project". Along with TCI's commitment to stay ahead of technological development and to deliver excellent customer service and programming variety, we are dedicated to keeping the communities we serve informed of our operations and industry developments. This packet was developed to provide you with an overview of our 1991 activities and our 1992 business plan. II. MISSION STATEMENT Our success is based upon serving the customer. The mission statement of United Artists Cable is designed to inspire the accomplishment of this goal: 'To be a leader in providing quality cable television entertainment and information. `Always place the customer first. 'Employ and train highly motivated, professional men and women "Demonstrate our dedication to community service and support in all communities we serve. We believe our mission can only be achieved through a solid and lasting commitment to excellence for our customers and employees alike. 2 Greeley 'PROVIDE QUALITY CABLE TELEVISION ENTERTAINMENT Programing is now the most important reason customers subscribe to cable television. A new channel card outlining the channels available is included in this packet as Exhibit B, page 13. In the past three years, we have added five cable exclusive networks, CVN, AMC, The Learning Channel, Nick at Nite, and PSN, plus we have added our local "Channel 8 News Brief." 'ALWAYS PLACE THE CUSTOMER FIRST The proof of this statement is our actual customer service record. Our industry and company have adopted customer service standards and company wide pulse surveys to measure our success. United Artists of Greeley consistently scored far above the corporate average and division average in the quarterly UAC customer service satisfaction (pulse) survey. The results of the pulse survey from 1989 through the three quarters of 1991 are detailed in Exhibit C, page 14. To assure that we meet customer service expectations, United Artists Cable, a TCI Company, has established a customer service index. Every month, we measure fourteen customer service issues. Corporate standards are set and reviewed on a monthly basis. We compare our actual performance to these standards as a measure of how well we serve our customers. 1991 results are detailed in Exhibit D, pages 15 through 18. As the comparison indicates, we are meeting or exceeding standards in many areas. As part of an ongoing maintenance program, the entire distribution network is swept and balanced to insure proper performance and low signal leakage. The FCC has stringent policies regarding leakage to which we must adhere. Regular monitoring and sweeping of the system enables us to remain in compliance. Plant extensions are planned as community growth becomes apparent. We are working in conjunction with the home builders association to bury cable as trenches are opened and to activate new areas as they are occupied. It is important to us to provide 24 hour service to our customers. Our office in Greeley is open Monday through Friday from 8:30 am to 6:00 pm and also on Saturday mornings, from 9:00 to noon. We provide installation and technical service six days per week, 8:00 am - 5:00 pm with one technician on call 24 hours each day. Our phones are answered on a 24 hour basis. Over one year ago, the cable television industry set national customer service standards. In April 1991 , this system received our NCTA "Seal of Good Customer Service". The industry standards include the following: 3 Greeley *Answer 90% of calls within 30 seconds. *Customers get a busy signal less than 3% of the time *Customer service center and bill payment locations open for transactions Monday - Friday during normal business hours. *Standard installations will be performed within seven business days. *Respond to service interruptions with in 24 hours. *Offer am, pm or all day appointment window alternatives for installation and service calls. *EMPLOY AND TRAIN HIGHLY MOTIVATED, PROFESSIONAL MEN AND WOMEN Our company complies with all local, state and federal employment regulations as well as industry practices. Indeed, it is our goal to exceed expectations for safety, fairness and equal employment opportunity. It has always been a commitment of United Artists Entertainment, a TCI Company, to afford equal employment opportunities to all qualified persons regardless of race, color, religion, national origin, handicap, sex or age. This EEO statement is a formal commitment. As a responsible business citizen and leader in the entertainment industry, we pledge full support to all efforts in conjunction with our EEO plan. We work to meet our responsibilities as a corporate citizen through the continued development and equitable application of our personnel policies in the vital areas of recruitment, hiring, salary administration, benefits, training and development, promotions, and all company-sponsored activities. We plan to monitor our progress through regular work force analysis. In addition to an active EEO program, we promote career development and safety. In addition to observance of all OSHA standards and requirements, all employees are encouraged to become certified in CPR and First Aid. We recently completed the training to have a certified trainer on our system staff. It is the belief of the management team that our staff need both the authority and discretion to do whatever it takes to ensure customer satisfaction. To ensure that employees are prepared for this authority, we communicate on a weekly and monthly basis any updates and changes to all associates. To further discussion and associate involvement, we hold a monthly Associates Involvement Meeting to discuss a wide variety of topics chosen by the staff. We currently employ 36 associates. All associates receive extensive customer service training. Training for 1991 has included 'Programmer' training, 'Pro-Skills' training, courses through National Cable Television Institute, NCTI, on technical skills, cross-training and Employees Assistance Programs 'Brown Bag' seminars. 4 Greeley 'DEMONSTRATE OUR DEDICATION TO COMMUNITY SERVICE AND SUPPORT IN ALL COMMUNITIES WE SERVE. A quality cable system is more than products offered, service calls answered and rates charged. Good cable systems are an integral part of their communities. In recent years, we have supported or directly sponsored several outstanding projects which benefited the residents of this area. Listed below are highlights of our major projects. Communications Alert System We are currently working in conjunction with the Weld County Sheriff's department and other area law enforcement agencies to develop a more effective and responsive alert system. Cable in the Classroom We believe that if used properly, television can be a valuable teaching tool. Cable already carries much of the best educational programming available and this year we have worked hard to develop a partnership with educators to put it to work in classrooms. Now, as a TCI company, we will add the "TCI Education Project". Flection/Politinal Coverage As a continuing part of our local program efforts, UAC has provided either live or prerecorded coverage of major local political debates and election day results. We have co-sponsored such debates with the assistance of the League of Women Voters. Live election coverage has ranged from three-way remotes to simulcasting with local radio station KFKA. Local News Coverage Recognizing the void of local coverage from the Denver market, UAC took the first step into local news on February 4, 1991 . "The Channel 8 News Brief", a six-minute locally-produced news capsule airs on Monday - Friday, from 6:00 am to 6:00 pm at :24 and :54 past the hour and is a part of Headline news on Channel 8. KFKA news director, Bob Bernd serves as anchor. During the first ten months, the News Brief has featured organizations and events such as Special Olympics, Partners, the Boys and Girls Club, School District activities, United Way and others. Miscellaneous Access Programming Numerous other locally-originated programs have and are televised on Channel 8. Senior Shape-Up is a production of Aims Community College and has been on the lineup for seven years. Teenagers from the League of Latin American Citizens produce their own 30 minute show Teen Scene. These young adults utilized studio and facilities each month and have been for the past three years. The Colorado Army National Guard also produces a monthly show, Catch the Spirit, hosted by local recruiter, Steve Yates. Public Service Announcements In 1990 alone, we accepted requests for 54 video public service announcements from area non-profit agencies 5 Greeley and civic groups. In addition, 272 PSA's were accepted for airing on telemation. Public/Leased Access We offer local channel access to the community by way of Channel 8, Greeley. Public access inquiries totaled 17 in 1990 with five actually run as programs. Leased access is also available to those wanting to run commercially-formatted programming. We had no leased access requests in 1990; however, we have accepted two in 1991. Earth Day In celebration of the 10th anniversary of Earth Day, UAC took its cameras to the city's festival at Hewlett Packard. We were pleasantly surprised as to the local participation, especially from area elementary children. Our end result was a 30 minute program about Greeley and its environmental awareness. We since then have made the commitment to continually cover the annual Earth Day activities. Recyclina Spurred on by the Earth Day awareness, UAC has implemented an on-going internal recycling program collecting aluminum, white stock and green bar paper, and newspaper for recycling by Waste-Not Recycling. Also, our warehouse personnel collects and reuses styrofoam and packing materials United Artists 10Kable Road Race UAC just completed its second annual 10K run on Saturday, June 22nd. Our involvement in this type of event was spurred on by the second running of the Goodwill Games (Seattle 1990) by Turner Broadcasting. Our locally sponsored run sent two individuals to participate in these games while raising money for six area high school track teams. This year's run benefited the local DARE program. S_pecial Olympics Our participation with this project ranges from associate involvement in the form of volunteer hours to public service announcements and coverage on 'Channel 8 News Brief'. Toys for Tots For the past six years during the Christmas season we have offered cable installations for the cost of toy. The toys collected are donated to the Rodarte Center through the City of Greeley Parks and Recreation Department. Thus far, our customers have donated over $3500.00 in toys and money. Our associates enjoy helping during the Christmas party. Shristmas Hospital GraaJiOg.s, To help spread season tidings, our associates have taken toys to children at NCMC who are not home to enjoy Christmas. Pontributions to community organizations United Artists Cable donates over $5,000 each year to the following organizations: United Way of Weld County 6 Greeley Greeley Independence Stampede Greeley Philharmonic Greeley Chamber Orchestra Boys and Girls Club Fund for Greeley Ball fields Weld County Chapter of the American Cancer Society NCMC Foundation Easter Seals { Longs Peak Chapter of Boy Scouts of America Individual civic clubs Community recreation programs and more.... Civic Service Many of our associates contribute directly with their involvement through civic organizations including local Chamber,s Civitan, Lions Club, Partners, Eagles, Eyes and Ears, Success By Six, Just Say No and United Way, to name a few. III. SYSTEM GROWTH AND RATES United Artists Cable, a TCI Company, has three separate systems, each with an office, head end and outside plant. As a result of a severe hail storm in 1986, nearly 75°/0 of the Greeley system has been rebuilt and now incorporates both 100% standby power supplies and grounding. Information specific to the Greeley System, the largest of the three systems, that serves Greeley, Evans, LaSalle and Weld County: Homes Passed: 30,296 Basic Plus Customers: 16,982 Basic Customers: 16,966 Plant Mileage: 210 Next, you will find a graph illustrating your system growth for the last four years followed by historical information on rate adjustments we have had since 1985. 7 Greeley WELD COUNTY Basic Customer 500 7 _• 300— Customers 200— 100- 0 t 1988 1989 1990 1991 Year Basic customers in 1988 totaled 397; in 1989, 422; in 1990, 459 and in 1991 , 490, for an increase of 93 customers over the four year period. RATES - Historical information Year Rate Comments BASIC SERVICE 1985 11.95 Additional outlets $5.00 1986 13.95 1988 15.95 Added: Discovery; VH-1; CVN Dropped:WOR; Playboy; Aims Lowered: Additional outlets from$5.00 to $2.95/month Remotes from$5.00 to $2.95/month Sound remotes from $5.95 to $3.95/month FM from$3.00 to no charge 1989 $19.95 Added:AMC; The Learning Channel; Nick at Nite; PSN Lowered: A/O's from$2.95 to no monthly charge 1990 $19.50 Basic service $ .45 Plus service: Discovery, ESPN, CNN, USA, AMC, CNBC, PSN and TNT 2/1/92 $19.50 Basic service $ 1.45 Plus service Discovery, ESPN, CNN, USA, AMC, CNBC, PSN and TNT PREMIUM SERVICE 1980 $7.00 Per channel 1983 $8.00 and $7.00 $8.00 for the first premium channel and$7.00 for each additional premium channel 1986 $8.95 1989 $7.95 and $6.95 $7.95 for the first premium channel and $6.95 for each additional 8 Compared to almost every other common good or service, cable television has retained its value as a real bargain. Our channel lineup gives customers a panorama of entertainment, news, lifestyle information, weather, and music for approximately 640 a day. IV 1992 BUSINESS PLAN SUMMARY The 1992 United Artists Cable of Greeley Business Plan is structured around the management team philosophy of * Employee Satisfaction and Involvement * Quality Customer Service * Growing the Business * Employee Satisfaction and Involvement Caring for our associates and involving them in the business has been and will continue to be the key to our success. The management team will continue weekly departmental meetings, month end full staff meetings, and AIM (Associates Involvement Meetings) lunches to increase employee understanding of our business and our needs, and to develop and improve our team efforts. Throughout the year, we will strengthen each associate in the areas of sales and retention, cross training within departments, and communication skills. * Quality Customer Service and Community Involvement We will continue to exceed the level of standards in customer service as set forth by the NCTA and United Artists Cable and maintain the high level of picture quality by continuing efforts in reducing number of service calls and installation days plus reducing CLI. OUr successful community involvement will continue by providing local programming such as Channel 8 News Brief, Talk with the Mayor, The Joe Glenn Show, • plus other government, local acciess and educational programming. We will continue to produce two public image campaigns during the year to enhance our public image as well as increase subs. * Growing the Business Highlights of 1992: * Launch Comedy Central as part of Basic service * Launch Encore as a premium service * Launch Digital Music Express, DMX * New Channel lineup * Promote whole house service * Promote 1992 special events and our pay per view service * Execute four basic acquisition campaigns Effective February 1 , 1992, our customers will be experiencing a rate change. 9 Greeley Cable television has come a long way from the days when its benefits were limited to better reception and reruns of TV favorites like "The Andy Griffith Show." Over the past 20 years, a TV revolution has taken place with America's emergence from the dark ages when viewers had only three channel options available. Today, customers of United Artists Cable in Greeley have more that 33 channels to choose from, and the number could easily skyrocket further with the technology advancements on the horizon. Our subscriptions have grown 36% from 13, 900 in 1984 to 18,860 customers today. Nationally, cable's share of TV household viewing grew 133% between 1983 and 1990 to a 21 share, while ABC, CBS, and NBC's affiliate stations experienced a 25% drop to a 55 share -- indicating cable is bocome the medium of choice for the extensive variety of TV programming it offers. Residents of Greeley and the surrounding service area, and millions of other Americans value cable more that ever before: At no other time was it more apparent than with CNN's Gulf War coverage. At United Artists Cable of Greeley, we have worked hard over the years to keep cable as economical as possible, and we will continue to do so. As America's largest cable operator, TCI, Greeley's parent company, has taken advantage of economies of scale to obtain volume discounts on such things as equipment and programming, and the benefits have been passed on to local systems like ours so we can keep rates as low as possible. Like any other business, however, we face increases in operating expenses like wages, taxes, insurance and utilities, as well as in other costs unique to the cable business. This year is no exception. Cable television is a very capital intensive business. And, unlike most other businesses, the costs associated with our cable and equipment make up the majority of the rates we charge. Since 1988, for example, programming costs to TCI have grown on average 30% each year. Many people are unaware we pay fees to the cable programmers -- a significant amount, in fact. In 1991 , TCI invested $625 million on programming, representing an average monthly cost of$6.13 per customer. This investment includes TCI's equity investment in networks like CNN, as well as license fees to the cable networks. While programming costs are less than our operating expenses, they are • growing rapidly. Programming is the part of our business that affects you and our customers most directly. We believe that even with the coming rate adjustment, cable TV is still a great value relative to other entertainment options. For the cost of just one evening out at the movies for a family of four, our customers can get a whole month's worth of entertainment, 24 hours a day, seven days a week -- plus a whole lot more. From HBO and Showtime, to Nickolodeon and MTV -- there's something for everyone in the family on cable. We will be notifying our customers the last week in December of all channel lineup charges and of the rate change. Please refer to Exhibit E, page 19, for a copy of the customer notification letter and Exhibit F, page 20, for a monthly rate comparison by system. 1 0 Greeley This is a calendar of events regarding notification: December 10 - 13 Meet with official to review 1992 Business Plan December 13 Review Business Plan with employees December 16 Promote Comedy Central through cross channel, print, and radio December 27 Send customer notification letters December 28 Deliver press releases; mail equipment post cards January 3, 1992 Promote Encore and new channel lineup through cross channel, print, and radio January 10 Technical realignment of channels and addition of Encore January 23 Customers receive February invoice- 2/1-3/1 • February 10 Customers receive February invoice- 2/15-3/15 IV. CONCLUSION We are very excited about the changes and additions that will be made in 1992. We hope that this communication helps you to understand where we have been and where we are going. United Artists Cable of Greeley will continue its commitment to our customers by continually providing high quality programming and excellent customer service. Additionally, we are dedicated to being a positive force within the community through local programming and community service aimed at making Greeley the best place to live. If at any time you would like any further information relating to this operation, or if any customer should contact you about questions or concerns, please do not hesitate to contact us. 11 Greeley EXHIBIT A - Current Organizational Relationship Chart CABLE SYSTEM OWNER *Franchise Holder* (Southwest CableVision, Ltd.) GENERAL PARTNER OF OWNER INVESTORS (Southwest CableVision Associates, L.P.) GENERAL GENERAL LIMITED PARTNER PARTNER OF PARTNER OF OF GENERAL PARTNER GENERAL PARTNER GENERAL PARTNER (IR Southwest (Daniels Private Cable Corp.) Ventures, Inc.) (Cablevision Equities V) SOLE SOLE STOCKHOLDER STOCKHOLDER (Integrated (Daniels & Resources, Inc.) Associates, Inc.) STOCKHOLDER OF DANIELS & ASSOCIATES, INC. (United Artists Holdings, Inc, a Tele•Communications Company) 12 Greeley :XHIBIT B - '992 CNAN'it_ _IN:-.,•' .,,,:34,e4ji: .c�kjz r 1 1 EJILINE; ' • , 2-k,;-14.-t„?.?„..O. W CO a 3 O •- N Pf C CO CO n m CO O N CI Q ID /� y U oz N N N N CV N N fV N N en co in in co co co CI ....11.= j J .—�al CC a . J 2; 11 it .! i ` _ a is k: pi a s ' � = U .. ID m ° F E It III W- a a a` r a;? - fig • O W W m 2 13 al CW T °3 ''�� m of � ¢ •C.71 Z CO A �` �i Y .; N y m 6 V c m �: 31 -: c) > � — ZcCi W s — N = e . _ I *I ii. O y Z • Z' m W yLLj W m 0 _ �: Y -•- J Y O C O Qi 31 I- l�2 W u. n r7 u. et J Q N N O 10 P m'P'I �''�� .- I-- .- O O/ W �- 5. �� i3 it a gS i WJ i 1 i �' • 3 ya 5- INa a - aY �� a - ap 5� si it g= E m ; •a 6 g 1— '� L - E W 4) — 6 U Z Q = N .: Isry G`a o � 3 PM U 0 ¢ 2 = -. a � Wg r C Y %a Y Y Y Y Y J- ��I O ff m -a 2 — k r 4 a r I W O .- N t f N N IC N CO W O N o'f or to tD ►. N U 52 N N N N N N N N /7 lD Nf C7 l'9 CI l7 to F 5 ma . C WccJ Fd in us LL C C 1g • -36 gg - w• f.l_ M .... r W W U a C > Az ©i f° �i - it � O Zi > a > m 7 co W <' 4 , 1YS 24 W (� V m .U ,_ § W• fizniso › • Q ¢ J+L� \ Z aN N II x WLL- 1- [� U � W 2 W >MI V CO J z N co v is 10 A m 01 ^O I- .N- •N- � � t.C „Ps- „a* ,a)al CO ir W a 1 H CD • It Ifni o ag ag i� as _ 1; ilia ti sl^ 4fi KKl i t o 13x r • f- ES r it I' P [• •m 4,E iN Y Is wi W W al - R ea CI g el Z 1 it 4 31 C 3 U _� (V g 0• �I �S_ Wg W N E Y 11II Y Y Y Y + di • m a y • -- -- . - -- --I3 - --- - --- _. .. EXHIBIT C - PULSE SURVEY RESULTS C T_GGRY a=-IST '; --1,57 Si;-140 90-7,d 9L-4th 91-1st ;1-2nd 91-3rd CUM ma' a•o tiiiiltliitttitstitxttittiilliitttittili[tttitlit11111$114121itiilltltiltittliititlitliilttittlIttttlitlttliittlitgiittitititiittiist: Overall satisfaction, With Cable TV 7.3 7.5 7.4 7.5 7.3 7.7 7.3 7.5 7•.5 7.2 Overall Customer Service 9 8.3 9.2 8.5 1.9 7.9 8.1 8.1 8 7.7 Quality of Programming 7.2 6.8 7 1 1.3 7 7.1 7,1 7.1 Correcting Billing Problems Quickly 8.6 9.3 8.2 8.5 8.1 9.2 9.2 9 8.1 8 Ability To Bet Through On The Phone 8.1 7.8 7.9 8 8.1 7.7 8.2 7.9 8 7 Controlling Outages 7.4 7.4 7.7 7.8 7.7 7,3 7,7 1.2 7.5 6.9 Responding Quickly To Problems 7.7 7.8 8.2 7,3 7.6 9 7.5 7.7 7.3 Courteous. Professional Customer Serv/Ph 8.6 9.3 9.2 9.6 8.2 8.2 9.2 9.3 8.2 8 Providing An. Easy To Understand Bill 8.9 8.8 8.8 8.6 7.9 8.6 8.9 8.6 9.6 9.6 Provide Convenient Hours/Contact Office 9 8 7.7 7.8 7.9 7.6 7.9 8 7.8 7.6 Overall Image In The Community 8 7.9 8 7.9 1.8 7.7 8 7.7 7.8 7.3 Concern And Helpfulness 8.1 7.8 7.9 7.9 7.7 7.8 9.2 7.9 7.5 Arriving On Time For Service Appts 2.3 9 9 9.4 7.4 7.9 9.1 7.8 7.9 7.6 Intergrating Cable w/ Home Elec Epuipmen 8.3 9.4 9.4 9 8.2 8.3 8.3 9.4 8.3 7.8 Resolving Problems Over The Phone 8.3 8.1 8 8.4 7.6 8.1 8.4 8 8.1 1,6 • Providing Accurate Billing 9 9 8.9 9.2 8.7 8.7 9.1 8.7 8.8 8.7 Fixing Problems/Customer's Satisfaction 8.2 8 8.6 7.6 7.8 9.3 8.4 9.1 7.9 Scheduling Appointments Conveniently 9.2 8.1 7.8 9 7.6 7.7 7.9 7.2 7.6 7.4 Picture And Sound Duality 8.2 8.3 8,2 3.5 8 8.3 8.3 G.1 8.2 9.1 Providing A Good Value For The Money 6.9 6.8 6.7 6.9 6.5 6.7 6.7 6.9 6.7 6.7 Providing Good Program Information 7.6 7.4 6.9 7.5 7.4 7.2 7.3 7.5 7.3 7.2 Customer Service Last 6 Mo.s:Improved 10 19 4 6 12 5 1 6 12 Customer Service Last 6 Mo.s:Morsened 3 2 6 2 3 1 4 3 6 Customer Contact: Any Contact 77 73 67 81 76 73 74 76 78 Customer Contact: Problem Contacts 50 35 45 58 45 50 ' 49 50 54 Customer Contact: Service Contact 38 47 33 48 36 41 . 44 42 39 Propensity To Switch Cable Co.s:+ or probably 9 12 10 10 8 13 9 10 14 Propensity To Switch Cable Co.s: - or Probably No 67 71 74 67 67 64 62 65 -bl Source of Prog Info: TV Guide 19 26 16 17 17 13 Il 16 25 Source of Prog Info: Daily Neweor 10 9 12 IO 5 9 12 9 14 Source Of Prog Info: Mkly Newspr 41 37 43 40 41 49 35 41 28 Multiple Televisions 65 71 71 73 65 71 70 70 74 Multiple Outlets 45 - 51 55 58 52 49 56 53 47 Cable-ready Televisions 69 76 84 85 99 77 83 84 24 VCR Ownership 81 90 78 94 89 85 94 90 86 Tapes Rented Per Month 4.9 4.2 4.4 5.2 5.2 5.3 5.7 5.4 5.1 Pay-Per-View Use 8 18 12 13 8 8 21 14 32 14 EXHIBIT D - CORPORATE STANDARDS - CUSTOMER SERVICE • j I. . '^'!i k-ter R'+_2d M-(.`,. ✓g it `f At �'1: -C S- y t.1 i IF Sr .. .. w»n es , s.a.. 1 if•.: • i 15 @ % « = 4.4 ( ; R \ � : re • or § ± : & il Cr & § , a ; is) k 2 \ ® _ 0 ` ` / : - - . . ( \ ° ` - ` $ & � kON CO° \ \ CO co ot./ \ \ / \ \ \ / ee & ( ! . 2 U U krt . _ ; re re re ) j CO C. $ � 04 n• 2 § _ ® 0. re re re re re re re k } re re j ) t . lan 01 0 .0 04 Col CO -• 0. _ - . 0. re re re re re re } re• ) 03 \ j co in• •_ ) \ _ re re re § .- { m ) ° n.re Te ) ) / 10. .... ; )re re est ) 04 re } / CO 2 , ; . . en Ill re re re ® ,CM ^ . ) co \ kgo - ka. § \ Tr re 2 j ; j re 0 re ° 0. } \ ) re CI re 01` { 7 { 2 . 0. b . • _ § § •■ . + \ ) CT - re re § re re — re ` ` § { ® re - - 0. 0. . \ tee 07 0 7 / ) , 2 \ 0. , % 24 re n IQ rdc It< ate re re re re re ) 2 ) CO \ ON ) 2 J Co) i i ; tel T- eir § S � a— ... / § $ § ) § 2 « - \ 7 • \ } k ) CC\ \ a lan .0 2 k 7 ( § % k UJ ® COB @ ` { \ 11.1 0. ' p- S k ! E CC D. 2 % . , d 10 ccT. 1— G ( � .— .cc \ $ k ) \ $ O 4ell.• % La ri ; § ± ) & $ ( IE \ \ \ \ \ -- \ -- -- \ \ -- \ \ F. \ -- -- ` T. 1, w 1;ILE• STNDSI UAC CUSTOMER SERVICE STANDARDS WESTERN DIVISION SYSTEM NAME: GREELEY 11002 CONTACT: DDII3SaIw3J1 I• STNDI Sept. 26 - Oct. 24, 1991 I 1991 I SYST. ICORPORATE # I # 'CORP . STANDARD I OCT. i GOAL ISTANDARD ---------------------------------- -- - ----- 1 I 1. 1 I30-SECOND TELEPHONE ANSWER TIME I 93 744 1 94 0% I 90 .0% ----------------------------------------------- ------ ---- -- 2 1 1 2 .I TELEPHONE BLOCKAGE I .03% I .22% I 2.8% 3 1 1 .3 I TELEPHONE VOLUME I Z8.9% I NONE I NONE 4 12 . 1 ..IAVERAGE INSTALLATION INTERVAL 12.537daysl 4.3dais1 4.0 DAYS 5 12 .2 17-DAY INSTALLATION INTERVAL I 85.7% 1 95.0% I 95." 6 12. 3 IINSTALLTION COMPLETION-FIRST TRIPI 92.9% I 86.0% I 90.0% 7 12 . 4 IINSTALLATION APPNT. CONVENIENCE I 100% 1 100% I 75.0 8 13 .1 136 HOUR REPAIR INTERVAL I 78.7% I 94.0% I 95.0% 9 I. 3 .2 'REPAIR COMPLETION-FIRST TRIP I N/A i N/A I 90 .0 (`.) 1 3 .3 I REPAIR FREQUENCY I 2.7% I 6.0% I 3.5% 11 I 3 . 4 I NEW CUSTOMER REPAIR FREQUENCY I 5 9b I iD'� I ' 5.0% 12 13 .5 I REPEAT REPAIR FREQUENCY 112.7° I 6.0% I 5.0% • 13 14 . 1 'PICTURE RELIABILITY 133,ZZ I 99.5% I 99.5% 14 14 .2 124-HOUR OUTAGE COMPLETION Iss�k253I 100% I 95.0% • t7 FILE: STNDSI UAC CUSTOMER SERVICE STANDARDS WESTERN DIVISION YSTEM NAME: Greeley 11002 —_ CONTACT_ Dena Carwin ----------------------------------- I STNDI Oct. 25 thru Nov. 25, 1991 I 1991 I SYST. ICORPORATE I th ICORP . STANDARD I Nov. i GOAL ISTANDARD ------------------------------------------- -- — ------- 1 11. 1 130—SECOND TELEPHONE ANSWER TIME 192.7% I 94.0% I 90 .0% --------------------------------------- ( 2.8� 2 1 1 2 .I TELEPHONE BLOCKAGE I .036% I .22% 3 I 1 .3 I TELEPHONE VOLUME *** 117.7% I NONE I NONE 4 I 2 . 1 .4 AVERAGE INSTALLATION INTERVAL 14.605day1 4.3 daysl 4.0 DAYS 5 12 .2 17-DAY INSTALLATION INTERVAL 179.1% 195 0% I 95 .0% 6 12.3 IINSTALLTION COMPLETION-FIRST TRIP 89.8% 186.0% I 90 .0% 7 1 2 . 4 IINSTALLATION APPNT. CONVENIENCE 1100% 1100% I 75.0% 8 13 .1 136 HOUR REPAIR INTERVAL 182.3% 194.0% I 95 .0% 9 I. 3 .2 !REPAIR COMPLETION-FIRST TRIP IN/A I N/A I 90 .0% 10 I 3 . 3 IREPAIR FREQUENCY 12.2% I 6.0% I 3.5% 1 I 3. 4 I NEW CUSTOMER REPAIR FREQUENCY 16.8% I 5.0% I ' 5.0% 12 I 3 .5 I REPEAT REPAIR FREQUENCY 111 .7% I 6.0% I 5.0% • 13 14 . 1 IPICTURE RELIABILITY I I I 99.5% 14 14 .2 124-HOUR OUTAGE COMPLETION I I I 95.0% Note: ***The telephone volume is misrepresented due to malfunctions with the sequence printer. The low percentage reflects the absence of 12 days worth of data. 18 EXHIBIT E - CUSTOMER NOTIFICATION LETTER F _ , In the past year United Artists Cable has been proud to bring you more of the great quality programs available only on cable television. Our own production team along with cable networks have put together the strongest line up ever for cable viewers looking for quality choices. Since our last rate adjustment during the fall of 1989 we have absorbed significant increases in the cost of doing business. In addition to increased operation costs, programming fees associated with our basic and plus service have grown on average 30% each year. Many people are unaware we pay fees to the cable programmers -- a significant amount, in fact. In 1991 TCI invested $625 million on programming. This includes TCI's equity investment in networks like CNN, as well as license fees to the cable networks. On February 1, 1992 your "plus" service will increase by $1.00 making your new monthly rate for basic and "plus" service $2^jl*J3�-'Ttatli Jg4r6�gntsfgerl dhyibpkeive all the entertainment and information that our 32 channel basic and "plus" package offers. All of er monthly services will remain the same. NEW PAYMENT DUE DATES Beginning with your February statement, new accounting procedures designed to bring you better service will go into effect. What this means to you...Your statements will arrive at your home approximately 5 days earlier. The number of days you have to pay your bill remains the same... 10 days. COMEDY CENTRAL ARRIVES Beginning December 27, 1991, Comedy Central will be part of our basic package. You may now enjoy exclusive comedy currently available to 22 million viewers nationwide. Highly acclaimed shows like "Mystery Science Theater 3000" and "Short Attention Span Theater" . And if it's stand up comedy or variety you crave, tune in to "Stand Up, Stand Up", "Alan"Alan King", "Kids in the Hall" or "Saturday Night Live". You can find Comedy Central on channel 26 from 5:00 PM to 5:00 AM. (Beginning January 10, 1992, watch Comedy Central on channel 12.) ENCORE NOW AVAILABLE You can now receive hit movies from the '60s, '70s & '80s at a price everyone can afford. Smash movies like "Out of Africa", "M'A'S'H", "Annie Hall" and "Arthur" are well worth the $1.50 monthly charge. And if you have any of our other premium channels we will knock another$.50 off our Encore price. , • . . ONLY A BUCK! Call now to order. CHANNEL REALIGNMENT Attached you will find our new channel line up card. Please detach for easy reference. The realignment is being made for three reasons. 1) To make room for Comedy Central and Encore. 2) For technical improvements. 3) For your convenience in accessing the "Plus"service channels. "Plus"service channels will be grouped together as channels 23 through 29, allowing easy access from one "Plus" channel to another. The realignment will be completed by January 10,1992. We value having you as a customer and we hope you will continue to enjoy all that cable TV has to offer. If you have any questions about our upcoming rate changes please don't hesitate to call our office at 351-0669. Sincerely, Kathy Stewart General Manager 19 EXHIBIT F - MONTHLY RATE COMPARISON City/ Greeley Denver Longmont Loveland Ft. Collins System UA/TCI UA/TCI Scripps Howard Scripps Howard Basic 19.50 21 .45 pp Columbine Tier (Plus) 4 8.00 20.95- --- 17 47 -3 12.95 _ TOTAL 20.95 21 .90 20.95 20.95 17.47 Premiums First channel 7.95 9.95 9.00 9.00 HBO 10.28 Each additional 6.95 pkg HBO;ENC; 6.00 6.00 SHO 10.29 SHO;DIS DIS 5.24 18.90 MAX 8.73 ENCORE 1.50 1 .50 N/A N/A N/A 1.00 w premium 1.00 w premium Set top 1.00 -__ Remote 2.95 5.00' --- --- 4.00 3.95 A/O -0- 5.00' 6.50 6.50 ' ' ' Box required " Must pay additional monthly charge for premiums on A/O's : HBO $5.85; SHO $ 9.20 DIS $8.16; MAX $7.19 20 Greeley Hello