ComReg Business ICT Survey

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1 ComReg Business ICT Survey May 2013 Job No: 54212

2 Background & Objectives ComReg wish to conduct a Business ICT Survey in order to establish access to and satisfaction with telecommunications products provided and used by Irish SME business. The specific objectives of the research are to access : - Ownership, Provider, Satisfaction, Switching with 4 key markets Landline Mobile Phone Mobile Broadband Fixed Broadband

3 Methodology 500 interviews were conducted by phone between 12 th -27 th March among a representative sample of telecom decision makers in employee sized companies. A modular system was adopted to ensure any respondent would not answer any more than 3 service sections. Alternative selection of mobile and fixed broadband

4 Presentation Structure 1 Sample Profile 2 Service Ownership 3 Landline 4 Mobile Phone 5 Mobile Broadband 6 Fixed Broadband 7 Bundles & Spend 8 ComReg Awareness & Complaints

5 Sample Profile

6 Sample Profile Representative Profile Of SME Business Sector (Base: All SME Business 500) INDUSTRY NO OF EMPLOYEES REGION URBAN/ RURAL Retail 21 Dublin 28 Services Other Services Rest of Leinster 28 Urban 56 Health and Education 10 Construction 9 Munster 25 Wholesale Financial Services/Legal Manufacturing Agribusiness/Mining Transport/Utilities Conn./ Ulster 20 Rural 44 The majority of businesses surveyed had an employee size of 0-9. Quota set based on Bill Moss Business listing

7 6 Industry Sectors Have Been Grouped Together for Analysis (Base: All SME Business 500) Agri/Minning/ Construction/Manufact uring/wholesale Types of Companies Per Sector Landscaping, Cement, Electrical Contractors, Heating & Plumbing, Printing, Timber products, PlantSales Retail Supermarkets, Pharmacy, Service Stations Services Hotels, Hairdresser, Golf Clubs, Dry Cleaners, Leisure Centre, Creche Other Services, Transport/Utilities Professional Services, Network Service, Transport Services Government, Education, Health Financial Service/ Legal Advisory Boards, Hospitals, Schools Investment Management, Solicitors, Management Companies Quota set based on Bill Moss Business listing

8 Service Ownership

9 Telecommunications Services Used And Provided To Employees For Corporate Use (Base: All SME Business 500) All Business Landline Telephone Service 86 Mobile phone 59 Mobile broadband Fixed Broadband Any Broadband 80 TV 10 Landline and Fixed broadband are the most common access services used and provided to employees in Irish SME business. (Q 1)

10 Services Held Differ By Industry Sector (Base: All SME Business 500) Retail (n = 105) Services (n = 105) Other Services (n =65) Government/ Education (n = 60) Agribusiness/ Mining/ Const (n = 130) Financial Services/ Legal (n = 35) Landline Fixed Broadband Mobile Phone Mobile Broadband Provision of services differs significantly by industry sector in general where landline service is lower mobile phone service is higher

11 Services Held Differ By Employee Size (Base: All SME Business 500) Landline Employees Employees Employees (n = 453) (n = 40) (n = 7) Fixed Broadband Mobile Phone Mobile Broadband Access rates by size of company also differ tending to be higher in the bigger sized companies

12 Reasons For Not Purchasing Broadband for Business (Base: All Non Broadband Users - 101) Non Users All SME Business Non Broadband Users (101) Don t need to use broadband for the business 84 Lack of network in area 5 12 Rural Areas Too expensive 2 Use Smartphone instead 2 Other 7 Lack of need for fixed/mobile broadband is the main reason for non-use of broadband services. A significant minority in rural area cite issue with network. (Q 4)

13 Devices Provided To Employees (Base: All SME Business 500; All Users ) Smartphone (iphone, Andriod, Blackberry) Provided To Employees 37 Becoming More Reliant Past 12 Months 45 Laptop Tablet Computer G Data Cards/Dongle 8 7 NONE 48 Almost half of businesses do not provide any of these devices to their employees. Those using Smartphones and Laptops have become more reliant on them over the past 12 months (Q 3)

14 Devices Provided To Employees By Industry Sector (Base: All SME Business 500) Retail (n = 105) Services (n = 105) Other Services (n =65) Government/ Education (n = 60) Agribusiness/ Mining/ Const (n = 130) Financial Services/ Legal (n = 35) Smartphone (iphone, Andriod, Blackberry) Laptop Tablet Computer G Data Cards/ Dongle NONE Those in Professional Services are most likely to be provided with any of these devices

15 Landline

16 Main Provider Landline (Base: All Landline Users 431 ) All SME Business Urban (n = 242) Rural (n = 189) Eircom Other 3 4 (5) 4 6 (7) 20 (22) 63 (66) Vodafone Imagine 11 1 Landline Non-bundle (n = 208) Broadband Bundle Customer (n = 204) Eircom Vodafone Eircom -62 Vodafone 22 Imagine 11 At Home Imagine 8 6 Eircom strength is in rural areas and among bundle customers Others = Pure, Gaelic, Digiweb, Smart, Magnet (Q.5a/b) ()= any provider share figures

17 Profile of Broadband Bundle Population (Base: All Bundle Customers 204) INDUSTRY NO OF EMPLOYEES REGION URBAN/ RURAL Retail (21) 24 Dublin (28) 26 Service (21) Other Service (13) (91) 92 Rest of Leinster (28) 25 Urban (56) 58 Govt/Health&Education (12) 15 Munster (25) 24 Agri/Min/Constr (26) Financial (7) (8) (1) 7 1 Conn./ Ulster (20) 25 Rural (44) 42 ( ) = All SME Business The bundle population profile is very similar to the total SME base

18 Profile Of Landline Non Bundle Population (Base: All Non Bundle Landline Users 209) INDUSTRY NO OF EMPLOYEES REGION URBAN/ RURAL Retail (21) 20 Dublin (28) 29 Service (21) Other Service (13) Govt/Health&Education (12) (91) 88 Rest of Leinster (28) Munster (25) Urban (56) 54 Agri/Min/Constr (26) Financial (7) (8) (1) 2 Conn./ Ulster (20) 18 Rural (44) 46 Similar profile of landline only population to total SME market ( ) = All SME Business Quota set based on Bill Moss Business listing

19 Satisfaction With Landline Service - All Providers. (Base: All Landline Users 431) Overall Satisfaction 77 Urban 80 Rural 73 Conn/ Ulster 78 Munster 76 Rest of Leinster 74 Dublin 80 No of Employees Retail Services Other Services Government/ Education Agribusiness/ Mining/ Const Financial Services/ Legal Satisfaction with landline service higher in urban areas and larger sized companies (Q 11a)

20 Overall Satisfaction & Satisfaction On Various Elements Of Landline Service (Base: All Landline Users 431) Any satisfied 5 Overall Accuracy of bill How bill is received Ease of understanding bill Reliable service Level of itemisation of cost Cost of making local/ national calls Length of contract Cost of line rental Cost of making internationl calls Cost of making calls to mobile phones Neither Any issatisfied Convenience Bundle -74 Value of Bundle Satisfaction levels are lower for cost of line rental, cost of making international calls and cost of making calls to mobile phone (Q 11b)

21 What Aspects Of Service Impact On Overall Satisfaction The Most (Base: All Landline Users 431) Overall Satisfaction Factors Driving Overall Satisfaction Most Important 77 Cost of International Calls Cost of calls to mobiles Value in bundle offer Accuracy of bill Cost line rental Cost of local/national calls Length of contract Reliable Service Convenience of bundle offer Level of itemisation Ease of understanding bill Accuracy of bill Least Important Cost of making calls international calls is the key drivers to priorities in order to improve satisfaction.

22 Length Of Time With Current Landline Provider (Base: All Landline Users 431) Shorter ALL SME Business Broadband Bundle Customers Landline Outside Bundle Less than 6 months 6 months to one year 1-3 years 3-5 years years Longer Don t Know Regardless of being a broadband bundle customer or not most businesses have been with their current provider for more than 5 years (Q 12)

23 What Promoted The Selection Of Landline Provider Within Past Year (Base: All Those Who Joined New Provider 79) Competitive price 63 They approached me 20 Part of a bundled offer Offered free landline phone Availability of other voice services e.g. call waiting, call forwarding, alarm, caller display Good customer service Special offer/promotion Is a brand I trust Other Don t know Price is the key motivation for selecting a new landline provider in the past year. Proactive calls from the providers also driving movement (Q 13)

24 Consideration Of Switching Next 12 Months (Base: All Landline Phone Users - 431) Likelihood to Switch Landline Provider Next 12 Months Industry Sector Consideration To Switch Broadband Bundle 30 Landline Only 28 Services 26 Retail 34 Very likely (5) Quite likely (4) Other Services 29 Neither (3) Quite unlikely (2) 8 19 Government /Education 35 Very unlikely (1) 39 Agri/Manufacturing/ Construction 18 Financial/Legal Services 38 Tied in Contract 3 Don t know 2 Over 1 in 4 business claim they are likely to switch landline provider next 12 months highest for Financial/Legal Service sector (Q 14)

25 Type Of Landline Used For Calls (Base: All With Landline Service 431) All SME Business (500) Broadband Bundle (204) Landline Non Bundle (208) Standard line Cable Voice over internet protocol (VOIP) GSM Routing (Mobile routed calls) Don t know Standard line and cable are the most frequently used type of calls for landline provides. This is consistent across bundle and non-bundle customers. (Q 18)

26 Type of VOIP Service Used (Base: All Business VOIP Users 22*) Unmanaged e.g. Skype or similar 48 Don t Know Both Managed e.g. Cisco IP phone or similar Unmanaged VOIP services are the most commonly used VOIP service. (Q 19) ** Small base size

27 Mobile Phone

28 Mobile Phone Provider (Base: All Providing Mobile Phones to Employees 293) Other All SME Business Vodafone Meteor 1 emobile The proportion of those using Vodafone as their main provider has increased from Meteor and 3 have also seen an increase while 02 and Emobile has dropped back. (Q 6a/b)

29 Mobile Phone Payment Method Internet Enabled Handset (Base: All Providing Mobile Phones to Employees 293) Contract SME Business Payment Method* 92 Don t know No Pre Pay 11 Yes Only one in ten companies use a prepay service to pay bills. Just under one in every five businesses provide mobile phones which do not have access to the internet * - add to 100+ due to multiple ownership levels (Q 21, Q.22)

30 Satisfaction With Mobile Phone Service - All Providers. (Base: All Providing Mobile Phones to Employees 293) Overall Satisfaction 69 Urban 72 Rural 64 Conn/ Ulster 75 Munster 70 Rest of Leinster 64 Dublin 71 No of Employees Retail* Services Other Services Government/ Education* Agribusiness/ Mining/ Const Financial Services/ Legal Satisfaction with mobile phone service lower than that seen for Landline satisfaction does increase by company size and is higher is urban areas. Lowest for other services sector who are most likely to use Smartphones * - small base (Q 23a)

31 Satisfaction With Mobile Phone Service (Base: All Providing Mobile Phones to Employees 293) 5 Overall Level of detail itemised bills (Contract ) How bill is received (Contract) Billing accuracy (Contract) Handset availability Dublin 53 ROL 44 Munster 57 Conn/Ulster 40 Coverage & reliability Cost Length of contract (post pay) Coverage of internet Any satisfied Neither Any dissatisfied Cost, length of contract and coverage of internet are the factors with the lowest levels of satisfaction. (Q 23b)

32 What Aspects Of Service Impact On Overall Satisfaction The Most (Base: All Providing Mobile Phones to Employees 293) Overall Satisfaction Factors Driving Overall Satisfaction Most Important 69 Cost Length of contract Internet Coverage Network Coverage Billing Accuracy Handset Availability Billing itemisation Least Important Cost, length of contract and coverage of internet are the factors to prioritise in order to drive satisfaction

33 Length Of Time With Current Mobile Phone Provider (Base: All Providing Mobile Phones to Employees 293) Shorter Less than 6 months 6 months to one year 1-3 years All SME Business years years 63 Longer Don t know 1 3 in 5 of those surveyed have been with their current mobile phone provider for more than 5 years. (Q 24)

34 What Promoted The Selection Of Mobile Phone Provider Within Past Year (Base: All With Phone Provider Past 12 Months 32*) All SME Business Competitive price 48 Part of a bundled offer 36 Network/coverage/reliability Offered free/subsidised phone Good customer service Special offer/promotion Good range of Smartphone They approached me Word of mouth Don t know Other Price is the most important factor when selecting a mobile phone provider. Being part of a bundle is next most important. (Q 25) * - small base

35 Consideration Of Switching Next 12 Months (Base: All Providing Mobile Phones to Employees 293) Likelihood to Switch Mobile Phone Provider Next 12 Months All SME Business Industry Sector Consideration To Switch Retail * 21 Very likely (5) Quite likely (4) Neither (3) Services 27 Other Services 17 Quite unlikely (2) 21 Government /Education* 8 Agri/Manufacturing/ Construction 21 Very unlikely (1) 40 Financial/Legal Services 28 Tied in Contract 5 1 in 5 SME businesses claim they are likely to switch mobile provider in the next 12 months highest for Finance/Legal Service (Q 26)

36 Fixed Broadband

37 Main Fixed Line Broadband Provider (Base: All With Fixed Broadband 364) All SME Business Urban Rural Eircom Vodafone Other O2 6 9 UPC 7 3 Imagine 7 1 At Home Eircom is the fixed broadband provider for over half of Irish SME businesses no difference by urban rural in this market. Other = BT, Magnet, Permanet.ie (Q 8a/b)

38 Satisfaction With Fixed Broadband Service (Base: All With Fixed Broadband 339) All Adults 66 Urban 68 Rural 64 Conn/ Ulster 72 Munster 66 Rest of Leinster 60 Dublin 68 No of Employees Retail Services Other Services Government/ Education Agribusiness/ Mining/ Const Financial Services/ Legal Satisfaction with fixed broadband service slightly lower than mobile phone. Satisfaction rises with size of company (Q 36a)

39 Overall Satisfaction and Satisfaction On Various Elements Of Fixed Broadband Service (Base: All With Fixed Broadband 339) 5 Overall Billing accuracy Coverage & reliability Length of contract you signed up to Actual speed experience Cost Offers & promotions Any satisfied Neither Any dissatisfied Businesses are least satisfied with offers and promotions provided, then cost and actual speed of service (Q 36b)

40 What Aspects Of Service Impact On Overall Satisfaction The Most (Base: All With Fixed Broadband 339) Overall Satisfaction Factors Driving Overall Satisfaction Most Important 66 Cost Length of Contract Actual Speed 21 Coverage/Reliability Billing Accuracy Offers and Promotions 11 Least Important A priority area for improvement is cost, length of contract and actual speed experienced

41 Length Of Time With Current Fixed Broadband Provider (Base: All With Fixed Broadband 339) Shorter Less than 6 months 6 months to one year All SME Business years years years 33 Longer Don t know 1 Just under one in seven businesses have been with their current provider for less than a year. (Q 37)

42 What Promoted The Selection Of Fixed Broadband Provider Within Past Year (Base: All Those Who Joined New Provider Past 12 Months - 50) All SME Business Competitive price 44 They approached me 24 Good customer service 17 Special offer/promotion Word of mouth Advertising A brand I trust Promised speed of the internet Other 12 Price is the driving factor when selecting fixed broadband provider. (Q 38)

43 Consideration Of Switching Next 12 Months (Base: All With Fixed Broadband 339) Likelihood to Switch Fixed Broadband Provider Next 12 Months All SME Business Industry Sector Consideration To Switch Retail 34 Very likely (5) Quite likely (4) Services 20 Neither (3) 14 Other Services 20 Quite unlikely (2) 17 Government /Education 22 Very unlikely (1) 40 Agri/Manufacturing/ Construction 29 Financial/Legal Services 34 Tied in Contract 1 Don t know 1 One in four SME s likely to switched fixed broadband supplier higher for Financial/Legal services and Retail (Q 40)

44 What Is The Download Speed Of Your Fixed Broadband Service? (Base: All With Fixed Broadband 339) Nationally 1mb per second or less 4 1-2mb per second 2-10mb per second 10+mb per second Highest for Financial/Service/ Legal Employees 25 Don t know 52 Half of businesses are unaware of their current download speed. (Q 39)

45 Willingness To Pay More For Higher Speed Fixed Broadband (Base: All With Fixed Broadband 339) All SME Business 27 Yes Employees Yes54 73 No/ Don t know The majority of businesses are not willing to pay extra for a higher speed fixed broadband. (Q 42)

46 Mobile Broadband

47 Main Mobile Broadband Provider (Base: All With Mobile Broadband 135) All SME Business Don t Know Other (6) 7 13 (13) 33 (38) 14 (14) (18) (2) (13) Urban Rural Vodafone O emobile Meteor 2 3 Others = Rapid broadband, Magnet, Satellite broadband, Lighthouse Network, Onwave Vodafone is the main provider of mobile broadband. Vodafone penetration is considerably higher in urban areas. (Q 7a/b)

48 Mobile Broadband Subscription Type (Base: All With Mobile Broadband 90) All SME Business Pre-Pay 7 93 Contract Almost all businesses are signed to a contract to pay their mobile broadband (Q 28)

49 Satisfaction With Mobile Broadband Service (Base: All with Mobile Broadband 90) Overall Method of receiving bill Value in bundle price offer Billing Accuracy Length of contract signed Bundle offer (one bill)* Network coverage/ reliable Cost Speed of broadband service Offers and promotions 5 Any satisfied Neither Any dissatisfied *Note: Small Base Size More than half are overall satisfied with their mobile broadband service. Cost, speed of broadband and offers and promotions are the least satisfactory. (Q 29a/b)

50 What Aspects Of Service Impact On Overall Satisfaction The Most (Base: All with Mobile Broadband 90) Overall Satisfaction Factors Driving Overall Satisfaction Most Important 56 Coverage/Reliability Actual Speed Cost Offers and Promotions Length of Contract Billing Accuracy Least Important A priority area for improvement is coverage/reliability and speed of service experienced *bundle statements excluded due to low base size

51 What Is The Download Speed Of Your Mobile Broadband Service? (Base: All with Mobile Broadband 90) Willingness To Pay More For Higher Speed Mobile Broadband (Base: All with Mobile Broadband 90) 1mb per second or less 12 Yes 1-2mb per second mb per second mb per second 5 Don t know 51 No Half of those surveyed did not know the download speed of their Mobile Broadband provider. Less than 4 in 10 are willing to pay more for a higher download speed (Q 30/Q35)

52 Length Of Time With Current Provider (Base: All With Mobile Broadband 90) Likelihood to Switch Mobile Broadband Provider Next 12 Months Shorter All SME Business Consideration Of Switching Next 12 Months (Base: All With Mobile Broadband 90) All SME Business Less than 6 months 6 months to one year Very likely (5) Quite likely (4) 9 Neither (3) years 30 Quite unlikely (2) years 21 Very unlikely (1) years 14 Longer Don t know 7 Tied in contract Businesses are most likely to have been with their current provider for 1 3 years. Almost half would not consider switching within the next 12 months. 2 Don t know 1 (Q 31/Q.33)

53 Bundles & Spend

54 Incidence Of Bundling Any Service Most Popular Bundles Held (Base: All SME Business 500) (Base: All With Bundle Service 260) All SME Business Landline & Fixed Broadband National Yes Mobile phone & mobile broadband 9 48 Landline & Mobile Phone 4 No Landline Mobile Phone & Fixed Broadband Mobile phone & fixed broadband 4 3 Over half of Irish SME Business are currently bundling telecommunication services Landline and Fixed Broadband the most popular option. (Q 9.)

55 Change In Telecommunication Costs Past 12 Months (Base: All SME Business 500) Increase 18 Same Decrease Don t Know 2 Just under half of business claim their telecommunication costs have remained the same in the last 12 months. While 3 in every 10 claim there costs have reduced in the past 12 month. (Q 85)

56 Have You Ever Received A Bill Or Paid More For Telecommunication Service than Expected (Base: All SME Business 500) All SME Business What service? Mobile phone 50 Why? Exceeded minutes & roaming Yes 33 Landline service 46 Exceeded voice calls 66 Fixed Broadband 13 Exceeded data allowance No/Don t know Mobile Broadband 6 Billing Issues Over 1 in 3 have received a bill or paid more for service than expected (Q 45-47)

57 Incidence Of Contacting Customer Service Department Of Telecoms Provider Past 12 Months (Base: All SME Business 500) All SME Business What service? Any Satisfaction Mobile phone Yes 54 Landline Fixed Broadband No/Don t know Mobile Broadband 8 60 Just over half of those surveyed had contacted their telecommunication provider in the last 12months. Contact was predominantly made in relation to Mobile phone and landline services. (Q 48-49)

58 Key Insights The rate of landline penetration at 86 is evidence that some industry sectors are using mobile in place of landline. For Agribusiness / Mining /Construction and professional services this is most likely the case. Mobile Broadband access and Smartphone ownership is highest for the professional services group suggesting these are the most mobile of all industry sectors. 80 of Irish SME s have any form of broadband access retail has lowest penetration. Eircom is the dominant player in landline followed by Vodafone. While eircom have a stronger share in rural areas they are still a dominant player in urban areas also. Satisfaction with landline service is high with improvements in cost of international and mobile calls likely to see satisfaction increase further. The switching market is robust on the back of the high satisfaction rates and is driven by competitive price offers and proactive calls from operators. Vodafone and O2 are the main suppliers of the business mobile phone market. Overall satisfaction is lower than we have seen in landline. The core drivers of satisfaction for the operators to address are cost, length of contract and internet coverage on handset. Over 4 in 5 handsets supplied are internet enabled and industry sectors such as professional services are reliant on these handsets to conduct their daily business. In spite of lower satisfaction majority have been with same provider for longer than we have seen in landline Eircom and Vodafone are the main supplier of the fixed broadband business market. Market satisfaction with this service is slightly lower than for mobile phone. The main issues of concern are cost, contract length and actual speed experienced. Over half of employee sized companies are willing to pay more for higher speed broadband.

59 Key Insights 5 Vodafone is the main provider of mobile broadband to Irish SME business with O2, 3 and Emobile also taking significant share of the market. Market Satisfaction with this service is low at 56 the core issues for operators to address are network coverage and reliability and speed of service. 6 Over half of SME business subscribe to a bundle service with landline and fixed broadband the most popular option. The majority of business has witnessed a fall in communication costs with 14 more businesses likely to say that costs have fallen versus costs have increased.

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