DSL Customer Satisfaction

NetAction's Survey of
DSL & Cable Broadband Users' Experience With
Customer Service & Technical Support

Authors

Dr. Rashmi Sinha
Researcher and Lecturer
School of Information Management and Systems
University of California at Berkeley
Audrie Krause
Executive Director
NetAction
Theresa Chen
Research Intern
NetAction

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About the Authors

Rashmi Sinha is a post-doctoral researcher and lecturer in the School of Information Management and Systems at the University of California at Berkeley. Dr. Sinha has a Ph.D. in Experimental Psychology from Brown University. Her research interests include human cognitive processes and the usability of computer interfaces. She is interested in quantitative research methods and is teaching a course on the topic at SIMS. She has published in the field of Cognitive Psychology and Human-Computer Interaction. She recently co-authored a survey on: How Californiašs Internet Service Providers View Reciprocal Compensation.

Contact information:
Email:
Web: http://sims.berkeley.edu/~sinha

Audrie Krause is the founder and executive director of NetAction, a San Francisco-based nonprofit organization dedicated to promoting use of the Internet for grassroots citizen action, and educating the public and policy makers about technology policy. A former journalist and longtime consumer advocate, she has previously served as executive director of Toward Utility Rate Normalization (TURN), a California utility watchdog group, and of Computer Professionals for Social Responsibility (CPSR), a national organization that promotes responsible use of technology.

Contact information:
Email:
Web: http://www.netaction.org
Phone: 415-215-9392

Theresa Chen, a NetAction intern, graduated from the University of California at Berkeley in May 2001, and will be starting an information technology fellowship at Common Ground in New York City in September. Ms. Chen assisted with research.