INTRODUCTION & SCREENING QUESTIONS
WINDOWS MEDIA LICENSING PROGRAM SATISFACTION SURVEY
OCTOBER 2005
INTRODUCTION & SCREENING QUESTIONS
Hello, my name is ____ and I am calling from Synovate, a global market research company. We are calling today on behalf of Microsoft’s Windows Digital Media Division. You should have received a email from Microsoft notifying you that we would be contacting you regarding feedback interviews. As a valuable business partner, your feedback is vitally important for understanding how well your licensing needs are being met, as well as what can be done to further enhance your partnership with the Windows Digital Media Division. We realize how valuable your time is, and we would greatly appreciate it if you could spare us just a few minutes to provide us with some feedback and suggestions.
Are you the person on who can provide us with feedback on your current licensing agreement with the Windows Digital Media Division? If not, can you recommend someone else in our organization with more insight into licensing Windows Media technologies?
And have you personally worked with the Windows Digital Media Division to obtain a license for any Windows Media Technology, regardless of whether the license was fully executed?
Is this a good time or would you like to schedule a better time?
Yes, I’m the right person to talk to about this ---> CONTINUE TO MAIN QUESTIONNAIRE
Yes, I’ll go get that/transfer you to that person ---> RE-READ INTRODUCTION AND RESCREEN
No, he/she is not available ---> SCHEDULE A CALLBACK
No, he/she does not want to participate ---> THANK AND END INTERVIEW
POTENTIAL RESPONDENT QUESTIONS AND INTERVIEWER RESPONSES, IF NEEDED:
WHAT IS THE TOPIC OF THIS SURVEY?
This study is about how well your needs are being met as a Windows Digital Media Licensing Partner.
WHY SHOULD I PARTICIPATE?
The results will help ensure that your needs are being met, as well as identify what can be done in the future to further improve the partnership.
HOW LONG WILL THIS TAKE?
The interview goes very quickly. It should take no longer than 20 minutes to complete.
IS THIS CONFIDENTIAL?
Absolutely. Let me assure you that the feedback you provide will be summarized and delivered in aggregate, not individually, so please feel free to be very open during this interview.
WILL MY INDIVIDUAL DATA BE REPORTED INDIVIDUALLY OR WILL IT BE AGGREGATED?
The feedback you provide will be summarized and delivered in aggregate, not individually, so please feel free to be very open during this interview.
WINDOWS MEDIA LICENSING PROGRAM SATISFACTION SURVEY
OCTOBER 2005
Q.1 Which technology did you seek to license? RECORD VERBATIM
OPEN-ENDED RESPONSE:
Q.2 When you went through the licensing process, which Business Development Manager or Licensing Account Manager did you work with? RECORD VERBATIM
OPEN-ENDED RESPONSE:
The following questions pertain to your experiences in working with the Windows Digital Media Division of Microsoft.
Q.3 Overall, did your experience of executing a license with Microsoft exceed your expectations, meet your expectations, or did it not meet your expectations?
DO NOT READ LIST. ACCEPT ONE RESPONSE ONLY.
Exceeded expectations GO TO Q4
Met expectations GO TO Q6
Not met expectations GO TO Q5
IF ‘EXCEEDED EXPECTATIONS’ IN Q3, ASK Q4, OTHERWISE SKIP TO Q5:
Q.4 In what ways specifically did they exceed your expectations?
OPEN-ENDED RESPONSE: PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”
IF ‘NOT MET EXPECTATIONS’ IN Q3, ASK Q5, OTHERWISE SKIP TO Q6:
Q.5 In what ways specifically did the Digital Media Division not meet your expectations?
OPEN-ENDED RESPONSE: PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”
Q.6 What specifically could they have done better to meet or exceed your expectations at anytime during the end-to-end licensing process?
OPEN-ENDED RESPONSE: PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”
Q7. Thinking about the end-to-end licensing process, how would you rate the effectiveness of the Digital Media Division’s communication in terms of the following factors?
[READ STATEMENT THEN READ SCALE. ROTATE STATEMENTS]
a. Having clear and effective communication
b. Providing complete information
c. Providing accurate information
d. Being responsive
Would you say…
Excellent
Very Good
Good
Fair
Poor
Q.8 Looking back, what would you recommend the Digital Media Division do to improve the communication process?
OPEN-ENDED RESPONSE: PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”
Q.9 How would you rate the Digital Media Division in terms of understanding your needs and the needs of your company? Would you say…
READ LIST. ACCEPT ONE RESPONSE ONLY.
Excellent
Very Good
Good
Fair
Poor
Q.10 How would you rate them in terms of understanding your product or product line? Would you say…
READ LIST. ACCEPT ONE RESPONSE ONLY.
Excellent
Very Good
Good
Fair
Poor
Now I would like to ask you a few questions pertaining to Windows Media Licensing Terms.
Q.11 Please rate Windows Media technology licensing terms on the following factors when compared to competing technologies.
READ LIST. ACCEPT ONE RESPONSE ONLY.
Competitor’s terms are significantly favorable to Microsoft’s terms GO TO Q11o
Competitor’s terms are somewhat favorable to Microsoft’s termsGO TO Q11o
Terms are similar GO TO Q12
Microsoft’s terms are somewhat favorable to competitor’s terms, or GO TO Q12
Microsoft’s terms are significantly favorable to competitor’s terms GO TO Q12
DK/REF [DO NOT READ]
IF COMPETITOR’S TERMS SIGNIFICANTLY OR SOMEWHAT FAVORABLE, ASK:
Q.11o Specifically what terms were more favorable than Microsoft’s?
OPEN-ENDED RESPONSE: PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”
Q.12 Did you ask Microsoft to make any custom changes to your Windows Media agreement(s)?
DO NOT READ. ACCEPT ONE RESPONSE ONLY.
YES [CONTINUE]
NO/DK [SKIP TO Q.15]
The next few questions pertain to Microsoft’s negotiation style during any in-depth discussion of the licensing terms.
Q.13 How would you rate your experience with Microsoft during the discussion or negotiation process in term so the following?
READ STATEMENT THEN READ SCALE. ROTATE STATEMENTS
a. Microsoft’s understanding your issues and attempt to address them in the agreement
b. Microsoft’s professionalism and respectfulness during the negotiation process
Would you say…
READ LIST. ACCEPT ONE RESPONSE ONLY.
Excellent
Very Good
Good
Fair
Poor
DK/NOT APPLICABLE [DO NOT READ]
Q.14 Thinking about your negotiation with Microsoft, how did it compare to negotiations with other digital media licensing agents for digital media technologies like MPEG LA, Via Licensing, Real Networks, or DTLA, for example?
READ LIST. ACCEPT ONE RESPONSE ONLY.
Much better GO TO Q14o
Somewhat better GO TO Q14o
About the same SKIP TO Q15
Somewhat worse GO TO Q14o
Much worse GO TO Q14o
DK/NOT APPLICABLE [DO NOT READ]
IF ‘ABOUT THE SAME’ IN Q.14 SKIP TO Q.15
Q14o What made the negotiation better/worse?
OPEN-ENDED RESPONSE: PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”
Q.15 How satisfied were you with the time required to obtain the license? Would you say you were…
READ LIST. ACCEPT ONE RESPONSE ONLY.
Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied, or
Very dissatisfied
DK/REF [DO NOT READ]
Q.16 In what way did the time required to obtain the license affect your product schedule?
READ LIST. ACCEPT ONE RESPONSE ONLY.
Affected the product schedule significantly
Affected the product schedule somewhat, or
Did not affect the product schedule
DK/REF [DO NOT READ]
Now I just have a few remaining questions.
Q.17 Thinking about your experience licensing Windows Media Technologies, have you noticed any changes in the process over time, either positive or negative?
DO NOT READ LIST.
YES GO TO Q17o
NO SKIP TO Q18
IF YES, ASK:
Q.17o What specific changes have you noticed?
OPEN-ENDED RESPONSE: PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”
Q.18 How valuable are the Windows Media Technologies to your business? Would you say… ?
READ LIST. ACCEPT ONE RESPONSE ONLY.
Very valuable to your business
Somewhat valuable
Not very valuable, or
Not at all valuable to your business
DK/REF [DO NOT READ]
Q.19 How valuable is your relationship with the Digital Media Division to your business? Would you say…?
READ LIST. ACCEPT ONE RESPONSE ONLY.
Very valuable to your business
Somewhat valuable
Not very valuable, or
Not at all valuable to your business
DK/REF [DO NOT READ]
Q.19o Why is that?
OPEN-ENDED RESPONSE. PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”)
Q.20 Please tell me your level of agreement with the following statement: the Windows Digital Media Division values my company as an important partner.” Would you say you…?
READ LIST. ACCEPT ONE RESPONSE ONLY.
Strongly agree
Somewhat agree
Neither agree not disagree
Somewhat disagree
Strongly disagree
DK/REF [DO NOT READ]
Q.20o Why is that?
OPEN-ENDED RESPONSE. PROBE UNTIL UNPRODUCTIVE OR RESPONDENT INDICATES HE/SHE IS READY TO MOVE ON. AS APPROPRIATE, PROBE WITH “CAN YOU BE MORE SPECIFIC?” OR “CAN YOU PROVIDE ME WITH MORE DETAILS?”)
That concludes the interview. Do you have any other comments you would like to make?
Those are all of the questions we have for you today. On behalf of Microsoft, thank you very much for providing your valuable feedback and comments.