2010 Customer Survey Survey Details Survey invite sent

2010 Customer Survey

Survey Details • Survey invite sent on Wednesday, July 6, 2010. • Released to half of the Paid List (9, 566 recipients) and half of the Free List (136, 385 recipients – FL members for at least 6 weeks). • 6, 145 users responded to the survey, 5, 854 user completed the survey (95%). – 4, 137 non-paid users responded – 1, 957 paid users responded • 12 questions with one additional for respondents who indicated they are not likely to buy or renew. • Out of the 6, 145 respondent’s email addresses, 5, 845 addresses match our database (95%).

What is your age? 40, 0% What is your age? 35, 0% 30, 0% 27, 3% 27, 1% 35 -54 55 -64 25, 0% 20, 0% 15, 0% 10, 0% 8, 0% 5, 0% 2, 3% 0, 0% Under 17 18 -24 25 -34 65 or over

What type of STRATFOR user are you? 80, 0% 70, 0% What type of STRATFOR user are you? 67, 6% 60, 0% 50, 0% I am not a paid member, but I read STRATFOR's free content 40, 0% I am a paid member 31, 6% I use a group membership purchased by my employer 30, 0% 20, 0% 10, 0% 0, 8% 0, 0% I am not a paid member, but I read STRATFOR's free content I am a paid member I use a group membership purchased by my employer

How would you describe your line of work? 47, 5% 50, 0% How would you describe your line of work? (Please select one) 45, 0% 40, 0% 35, 0% 30, 0% 25, 0% 17, 4% 20, 0% 15, 0% 9, 8% 10, 0% 8, 9% 7, 1% 5, 8% 5, 0% 4, 5% 3, 9% 3, 6% 2, 1% 1, 8% ns ia at io ed un ic nm er m m ov co le Te St at e G no t( er ov l. G ra de Fe M en t y) m ilit n- En nm en y rit cu Se d an e ns ef e D ar gy er ar y ar C ea lth M ilit e ) H (p riv at e Ed Te se ct uc at io or n y lo g ch no rv Se al ci na n Fi O th e r( pl ea se sp ec ic ify es ) 0, 0%

Which of these publications do you read? 45, 0% Which of these publications do you read? 40, 1% 40, 0% 35, 0% 31, 1% 30, 0% 26, 2% 25, 6% 25, 0% 20, 2% 20, 0% 17, 7% 14, 8% 15, 0% 13, 8% 12, 5% 11, 7% 10, 4% 8, 3% 10, 0% 7, 7% 7, 3% 6, 6% 5, 0% 's ne Ja ly M ic nt la At y. M lic Po ign re Fo on ag az in az ag M e m th in e e s n' rro Ti Yo w Ne Ba rk er k ee Th e es s. W ag M rs fa i sin az in e rb Fo Fo re ign Af Fin Bu es m co N. CN es l. T cia an sp e se ea pl r( he im cif y) es k. T im Yo r Ne Ec on Th e w Ot W al l. S tre et Jo ur om na l ist 0, 0%

Why do you read STRATFOR? 60, 0% Why do you read STRATFOR 55, 8% 50, 0% 40, 0% 30, 0% 26, 2% 20, 0% 9, 2% 10, 0% 7, 1% 1, 6% 0, 0% For more detailed analysis of For independent perspective world events For coverage of regions/countries not discussed elsewhere Other (please specify) For breaking news

How do you use STRATFOR’s Content? 90, 00% 80, 00% How do you use STRATFOR's Content? 77, 13% 70, 00% 60, 00% 50, 00% I have a general interest in world events For my work 40, 00% For academic or educational purposes Other (please specify) 30, 00% 20, 00% 11, 12% 7, 06% 10, 00% 4, 69% 0, 00% I have a general interest in world events For my work For academic or educational purposes Other (please specify)

In which format do you prefer to read STRATFOR? 80, 0% 70, 0% In which format do you prefer to read STRATFOR? 68, 0% 60, 0% 50, 0% emails on the website 40, 0% I print out the articles Other (please specify) 30, 0% 22, 2% 20, 0% 9, 8% 10, 0% 0, 5% 0, 0% emails on the website I print out the articles Other (please specify)

How much content do you feel STRATFOR produces? 90, 00% 86, 35% 80, 00% 70, 00% 60, 00% 50, 00% Too Much Just Enough Too Little 40, 00% 30, 00% 20, 00% 10, 00% 8, 53% 5, 12%

Please rate the performance of the STRATFOR website? 2500 2000 1500 Poor Below Average Above Average 1000 Good 500 0 Speed Search Engine Layout Readability

Paid Users: How likely is it that you will renew your STRATFOR membership? 70, 0% How likely is it that you will renew your STRATFOR membership? 65, 6% 60, 0% 50, 0% 40, 0% Not Likely Somewhat Likely 29, 0% 30, 0% Very Likely 20, 0% 10, 0% 5, 4% 0, 0% Not Likely Somewhat Likely Very Likely

Dissatisfied Paid Users • Complaints dealing with the archive barrier were by far the most common (50% of responses). – This complaint was also paired with threats to non-renew. • Some unhappy paid users complained regarding video content (18% of responses). - Responses range from users having problems with video functionality (onsite or mobile), to users asking for transcripts, to users wanting resources to be reprioritized. • Requests were made for versions of STRATFOR for Ipad (8 responses), Android (7 responses) and Blackberry (7 responses). • While paid members were not likely to complain about the amount of content STRATFOR produces, they were likely to complain about the amount emails they receive. – Many users requested emails based on country/topic/AOR, not realizing what their options currently are.

Non-Paid Users: How likely is it that you will purchase a STRATFOR membership? 60, 0% How likely is it that you will purchase a STRATFOR membership? 54, 9% 50, 0% 41, 3% 40, 0% Very Likely 30, 0% Somewhat Likely Not Likely 20, 0% 10, 0% 3, 8% 0, 0% Very Likely Somewhat Likely Not Likely

Unlikely Non-Paid Users: Which factor would you consider to be the biggest deterrent to making a membership purchase? 100, 0% Which factor would you consider to be the biggest deterrent to making a membership purchase 94, 6% 90, 0% 80, 0% 70, 0% 60, 0% 50, 0% 40, 0% 30, 0% 20, 0% 10, 0% 5, 4% 0, 0% Price Stratfor's content does not seem to fit my needs

Unlikely Non-Paid Users: The Responses. • Price was the main deterrent cited by Non-Paid Users. – This was also reiterated in numerous written responses. – Many users explained they are retired and living on a fixed income. • Many users mentioned that our free content was sufficient for their needs. • Lack of time was another deterrent cited by some users. – Some feel that they will be inundated with information if they purchase a membership.