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1 Media Consumer Experience Study 201

2 Content 1. Executive Summary 2. Introduction 1. Research Objectives 2. Methodology 3. Satisfaction Indexes 1. Overall Media Satisfaction Index 2. Content Standards Satisfaction Index. Media Consumption Habits 1. Time Spent on Media Activities 2. Free-to-Air TV & Radio 3. Pay TV. Multitasking Behaviour 5. Digital TV Media Consumer Experience Study 201 / 2

3 1. Executive Summary 3

4 1. Executive Summary Satisfaction Indexes Overall Media Satisfaction Index was 75.7% in 201. Consumers were most satisfied with the quality of media reception and reliability of media services. Content Standards Satisfaction Index was 72.% in 201. There was greater awareness of the content classification system, with four out of 10 consumers using it for their decision making Media Consumption Habits Consumers spent the most time watching MediaCorp TV, averaging 17 hours weekly MediaCorp TV was the platform most used to consume Singapore-related news Pay TV subscription increased with a take-up rate of 69.3%, while dual subscription rates have fallen Mobile phone usage was the top concurrent media activity when multi-tasking Digital TV Two out of three consumers were aware that MediaCorp is broadcasting digitally About half were able to watch digital TV in 201 Media Consumer Experience Study 201 /

5 2. Introduction 5

6 2.1 Research Objectives The Media Consumer Experience Study (MCES) is an annual study commissioned by the Media Development Authority (MDA). This is the third edition of the MCES, with previous editions conducted in 2011 and Like the previous study, the MCES 201 provides insights into: Satisfaction level with media services and content standards; Media consumption habits; and Digital TV adoption and awareness. Media Consumer Experience Study 201 / 6

7 2.2 Methodology Sample: 1,727 Singapore Citizens and PRs, aged 15 to 65 Survey used a nationwide sampling frame that was representative of the Singapore population aged 15 and above Methodology: Surveys were carried out via face-to-face interviews, which lasted about 5 minutes each Survey period: Fieldwork conducted during the period of August to November 201 The study was conducted by the Degree Census Consultancy Pte Ltd. Note: Throughout this report, figures in blue indicate a statistically significant increase from the previous year, while figures in red indicate a statistically significant decrease. Media Consumer Experience Study 201 / 7

8 3. Satisfaction Indexes 8

9 3.1 Overall Media Satisfaction Index The Overall Media Satisfaction Index (OMSI) measures the population s satisfaction level with media services. The Index is made up of five components: Quality of Media Content Variety of Media Content Reliability of Media Services Quality of Receiving Media Customer Service Standards At 75.7%, the OMSI is comparable to that of previous year's at 76.1%. Note: The difference in the 2013 and 201 OMSI is not statistically significant. Media Consumer Experience Study 201 / 9

10 3.1 Overall Media Satisfaction Index Satisfaction with reliability and customer service dipped in 201 Consumer satisfaction with individual components of the OMSI 82.1% 78.5% 79.7% 79.8% 76.8% 73.3% 73.7% 73.3% 73.9% 72.5% Quality Variety Reliability Reception Customer Service Media Consumer Experience Study 201 / 10

11 3.1 Overall Media Satisfaction Index Consumers most satisfied with the quality of content on StarHub TV, followed by on websites and mio TV Programmes on StarHub TV Websites on the Internet Programmes on mio TV Apps Programmes on MediaCorp Newspapers Radio programmes Movies in cinemas Books Magazines Video games Animation series Satisfaction with Quality of Media Content % 69.1% 68.3% 71.2% 66.9% 70.1% 63.2% 68.2% 77.5% 75.7% 76.6% 77.1% 76.0% 7.% 7.8% 78.3% 73.5% 72.6% 73.% 71.7% 71.0% 7.6% 81.9% 81.3% Media Consumer Experience Study 201 / 11

12 3.1 Overall Media Satisfaction Index Consumers were also most satisfied with the content variety of StarHub TV, on websites and mio TV Programmes on StarHub TV Websites on the Internet Programmes on mio TV Apps Newspapers Programmes on MediaCorp Radio programmes Movies in cinemas Books Magazines Video games Animation series Satisfaction with Variety of Media Content % 68.% 71.2% 67.1% 71.8% 62.5% 67.6% 78.3% 76.% 75.% 78.% 7.3% 75.0% 73.% 72.9% 73.3% 72.5% 77.1% 77.2% 76.7% 71.2% 7.3% 81.5% 80.6% Media Consumer Experience Study 201 / 12

13 3.1 Overall Media Satisfaction Index StarHub TV was the highest rated in media service reliability in 201 Mean Satisfaction Score with Reliability of Media Services 83.1% 83.3% 80.3% 78.8% 79.8% 76.3% StarHub TV MediaCorp TV mio TV Media Consumer Experience Study 201 / 13

14 3.1 Overall Media Satisfaction Index Satisfaction with quality of receiving media for radio and Internet catching up with that for TV Satisfaction with Quality of Receiving Media The picture and audio quality of mio TV channels at home 81.6% 80.7% The picture and audio quality of StarHub TV channels at home 81.1% 82.7% The picture and audio quality of MediaCorp channels at home 80.% 82.% The quality of radio reception 77.6% 76.0% Note: Audio quality refers to the synchronisation of programme and sound, and distortions to sounds from the programme. The picture and audio quality of Internet video at home 77.6% 76.9% Media Consumer Experience Study 201 / 1

15 3.1 Overall Media Satisfaction Index General decrease in satisfaction with broadcasters customer service Mean Satisfaction Score with Customer Service Standards 7.7% 75.8% 77.1% 77.6% 72.2% 70.6% mio TV StarHub TV MediaCorp TV Media Consumer Experience Study 201 / 15

16 3.2 Content Standards Satisfaction Index Overall Content Standards Satisfaction Index was 72.% in 201 Personal Satisfaction with Content Classification System Videos Free-To-Air TV Video-on-Demand Films Pay TV Video Games Arts Local Publications Imported Publications Very Dissatisfied Dissatisfied Slightly Dissatisfied Neutral Slightly Satisfied Satisfied Very Satisfied Media Consumer Experience Study 201 / 16

17 3.2 Content Standards Satisfaction Index Awareness of Content Classification Systems increased across all platforms Awareness of Content Classification Systems Free-to-Air TV 86.0% 70.0% Films 63.1% 81.9% Pay TV Videos Video-on-Demand Video Games Arts 50.1% 3.1% 39.5%.7% 3.8% 73.2% 58.0% 67.0% 60.7% 58.8% Out of the different content classification systems, awareness for Video Game classification saw the greatest increase (19.3% increase in awareness when compared to 2013). Local Publications.5% 38.1% Imported Publications 1.9% 35.9% Media Consumer Experience Study 201 / 17

18 3.2 Content Standards Satisfaction Index Around in 10 consumers who were aware of the Systems also used them for decision making Usage of Content Classification Systems Films Pay TV Free-to-Air TV Video-on-Demand Videos Video Games 6.7% 6.8% 5.7%.5% 2.8%.6% 2.5% 2.6% 0.3% 0.2% 39.2% 2.3% Local Publications Imported Publications 37.1% 36.5% 3.3% 1.9% Arts % 39.8% Media Consumer Experience Study 201 / 18

19 3.2 Content Standards Satisfaction Index Overall, consumers felt that it is most important to classify FTA TV, Pay TV and Film content Importance of Content Classification System Free-To-Air TV Pay TV Films Videos Video-on-Demand Video Games Local Publications Arts Imported Publications Not Important At All Unimportant Slightly Neutral Neutral Slightly Important Important Very Important Media Consumer Experience Study 201 / 19

20 . Media Consumption Habits 20

21 .1 Time Spent on Media Activities On average, respondents spent 17 hours weekly watching Free-to-Air TV Watch MediaCorp TV Access media-related websites online Access non media-related websites online Use non media-related applications Listen to music Access news Listen to the radio Watch StarHub TV Play video games Watch videos not on FTA and Pay TV Read books Watch mio TV Read magazines Watch movies not on FTA and Pay TV Time spent on media activities (hours) Note: Time spent figures are reflected as a percentage of the total population base, rather than a percentage of those who used the media platform as was the case in the 2013 report. Media Consumer Experience Study 201 / 21

22 .1 Time Spent on Media Activities Statistically significant increase in time spent on media-related websites across all age groups Difference in time spent between 2013 and 201 (hours) Mean Media Consumer Experience Study 201 / 22

23 .2 Free-to-Air TV and Radio 89.7% of respondents watched MediaCorp TV at least monthly; Toggle viewership tripled in the past year Platforms used to watch MediaCorp TV programmes Free-to-Air TV YouTube On-demand on StarHub TV XinMSN (unavailable from 1 April 2015) On-demand on mio TV Toggle 6% % 3% 20% 63% 83% 82% 88% 89% 5% 3% 8% 2% 5% 1% Not at all Rarely Over the last month Over the last week Yesterday 67% 6% 22% % 5% % 2% % 5% 1% 3% % 9% 2% 2% Respondents who did not watch MediaCorp on Freeto-Air TV were mostly aged 15 to 19 years old. However, the same group of respondents also tend to watch Toggle at least once a month. Media Consumer Experience Study 201 / 23

24 .2 Free-to-Air TV and Radio FTA TV remains the top source of Singapore-related news, even as news consumption declines in general Platforms used for Singapore-related news Free-To-Air TV Print Newspapers Local Websites FM/Digital Radio Set Local Mobile Applications Pay TV Overseas Websites Print Magazines User-generated Content Overseas Mobile Applications News Aggregators - Mobile Applications 1.1% 10.8% 10.8% 8.3% 12.5% 20.9% 25.0% 39.7% 2.1% 36.2% 32.5% 36.7% 36.7% 5.% 69.5% 65.7% 78.6% 91.% 85.1% Top three local mobile apps: 1. Channel NewsAsia (30.8%) 2. Yahoo! News Singapore (26.1%) 3. Straits Times (23.%) Top three local news websites: 1. Channel NewsAsia (30.8%) 2. Yahoo! News Singapore (26.1%) 3. Straits Times (23.%) Note: Local and Overseas Mobile Applications, News Aggregators and Online Magazines were newly added platforms in 201. Online Magazines 3.8% Media Consumer Experience Study 201 / 2

25 .2 Free-to-Air TV and Radio Language subtitling would encourage people to start watching and to watch more MediaCorp TV With language subtitles In high definition Available on mobile platforms For easy recording In dual sound On time shift With surround sound In 3D On demand via the Internet Streaming live via the Internet Interactive content On demand via TV 6.% 6.2% Programme features 11.3% 10.9% 13.5% 13.2% 17.8% 21.0% 19.3% 19.5% 2.1% 28.1% 23.1% % 30.2% 31.9% 32.6% 31.9% 3.1% 33.9% 0.1% 9.2% 52.3% 5.% Media Consumer Experience Study 201 / 25

26 .2 Free-to-Air TV and Radio More people are tuning online although using a radio set is still most popular way for radio listening Platforms used to listen to MediaCorp radio Radio set 1% 10% 13% 8% 30% MeRadio application 86% 5% 3% % 3% MeRadio website 89% 5% 2% 2% 2% XinMSN 89% 6% 2% 1% 2% Not at all Rarely Over the last month Over the last week Yesterday Media Consumer Experience Study 201 / 26

27 .3 Pay TV Pay TV take-up rates improved over the past year, while dual subscriber rates have dropped StarHub TV Subscribe to Pay TV 35.9% 3.9% mio TV 19.1% 26.9% Both StarHub and mio TV 6.2% 9.0% Others 0.3% Others include M1 s MiBox No, do not subscribe to any 28.3% 36.5% Used to subscribe but no longer 2.1% Don't know 0.3% 0.% Media Consumer Experience Study 201 / 27

28 .3 Pay TV Lack of time remains the top reason for not subscribing to pay TV Reasons for not subscribing to Pay TV No time to watch pay TV 9.9% 55.7% MediaCorp is enough 7.8% 5.1% Pay TV is expensive 18.9% 21.5% Others The content is available on the Internet 5.% 12.5% 11.7% Other reasons given include: Do not know how to use Package not attractive Lack content Cannot get pay TV where I live 0.7% 0.3% Media Consumer Experience Study 201 / 28

29 . Multitasking Behaviour Majority of respondents used multiple devices at the same time Used multiple devices at the same time 35.2% 6.8% Yes No Mobile phone usage featured strongly in multitasking behaviour, and using the mobile phone to text or call was the top concurrent activity when multitasking. Primary activity Secondary activity Proportion of time Watching TV Using mobile phones to text/ call 6.7% Using mobile phones to text/ call Watching TV 3.6% Using Internet on mobile devices Using mobile phones to text/call 23.5% Media Consumer Experience Study 201 / 29

30 5. Digital TV 30

31 5. Digital TV Digital TV has been implemented in 15 estates, with 1% of households now able to receive digital signals Note: Information accurate as of 13 July 2015 Media Consumer Experience Study 201 / 31

32 5. Digital TV Two-thirds of consumers were aware that MediaCorp TV channels are broadcasted in digital format Aware of digital broadcasting Ability to watch MediaCorp digital TV 36.2% 63.8% 3.2% 10.7% 6.1% Around two-thirds of respondents did not know how to receive MediaCorp digital HD TV channels. Yes No Knowledge to receive MediaCorp digital HD channels Yes No Don't know 3.2% were able to watch MediaCorp digital TV channels. 36.7% 63.3% Yes No Media Consumer Experience Study 201 / 32

33 Thank You facebook/mdasingapore twitter/mdasingapore youtube/mdasingapore Copyright 201 MDA All rights reserved. No part of this material may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photograph, magnetic or other record, without the prior agreement and written permission of the Media Development Authority. Notwithstanding the above, part or parts of this publication may be used with the proper acknowledgement of its source without having to first obtain the prior agreement and written permission of the Media Development Authority.

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