Consumer ICT Survey Q4 2009

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1 Consumer ICT Survey Q 009 A Review of Findings by March CF/PM/SB

2 Presentation Outline Methodology Research Findings Fixed line market Mobile market The Internet and Broadband Bundled Services Conclusions

3 Methodology - I The following report is based upon research conducted by Millward Brown Lansdowne among a nationally representative sample of persons aged to 7 throughout the Republic of Ireland. In total,00 persons were interviewed. The survey asked consumers about their awareness and usage of ICT services. The survey was conducted via face to face in-home interviewing, between the 8th of December 009 and the th of January 00. It should be noted that not all responses in this survey necessarily represent the views of bill payers only, as the sample included both bill payers and non-bill payers. The survey results reflect the attitudes of respondents to the questions posed (some of which were hypothetical in nature), and may not necessarily reflect actual behaviour. Interlocking quotas were set on gender and age and non interlocking quotas set on region and social class. Data has been weighted in order to reflect the demographic profile of the adult population in the Republic of Ireland, based on the most recent data available from the CSO. However, all base sizes depicted are shown as the unweighted figures, and as a result there may be slight differences between weighted percentages and unweighted bases. Where possible, comparisons with previous research have been included.

4 Methodology -II The accuracy of this survey is estimated to be +/-. A * in the data indicates that less than of respondents gave that response and a - indicates that no one selected that response. Social Class definitions, as referred to in this report are largely as follows: - ABs are professionals - Cs are white collar workers - Cs are blue collar workers - Ds are unskilled workers - Es are those relying on State assistance - Fs are those in the farming community

5 Analysis Of Sample Male 0 0 Female ABC 0 0 F 0 CDE Employed 7 Homemaker Student Rest of Leinster 7 9 Munster 9 Other (incl. Retired, Unemployed) Dublin 8 Conn/ Ulster Base: All Adults -7

6 0898 CF/PM/SB FIXED LINE MARKET

7 Continued increase in mobile phone penetration, with fixed line falling slightly Q. Do you have a residential fixed line phone in your home? Q. Do you personally own a mobile phone? Rolled to Q 00 Rolled to Q 00 Rolled to Q 00 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 07 Q 07* Q 08 Q '08 Q '09 Q '09 of Irish adults have only have a mobile phone *Note: From Q'07 data is not rolling data, due to gap in research in 007

8 A quarter of adults with no fixed line at home previously had one that has been cancelled Q. Do you have a residential fixed line phone in your home? Q. Did you cancel your residential home fixed line phone? New Gender Age Social Class Region Total Yes No M (09) F (9) -7 (*) 8- () - () -9 (0) 0- () -7 () AB () C () C (0) DE () F (7) Dublin (79) RoL () Munster (8) Conn/ Ulster (7) No A quarter of adults with no fixed line () say that they cancelled their fixed line phone, this is higher among those over the age of 0 (although from a small base). Those who own their own house/have a mortgage were more likely to say this is the case (). Yes 8 Nearly two thirds of those without a landline have never had one (). This rises to 7 among those aged between 8- and -. Cs & DEs (7 each) and student (7) are also more likely not to previously have had a fixed line. Base: All Adults (n=,00) Base: All With no Fixed Line (n=)

9 7 in 0 now use Eircom as their fixed line supplier Q. Which, if any, of the following companies do you use for your residential phone service? Eircom Perlico+ BT Ireland~ Imagine Group# UPC (Chorus/ntl) Other* Q' Smart - Q'08 77 Talk Talk/Tele Vodafone+ Euphony - Q'08 79 IFA - - Q Q' Eircom s residential share has dropped again in Q 09 to 7. Those aged - (0), ABC s (), and people living in Dublin () are more likely to use a supplier other than Eircom. # Response Includes Gaelic, Cinergi and Access. Base: All Who Have Fixed Landline (n=) + Part of the Vodafone Group ~as of st September 009 BT s residential customer base were transferred to Vodafone *Answers under included in Other

10 Cost of calls is the most important consideration when choosing a fixed line supplier Q. What factors do you consider important when selecting a home fixed line provider? New Q'09 The cost of calls The cost of line rental Good customer service Ability to bundle different services The operator has good reputation Recommendation from friends and/or family 8 7 The cost of calls is the primary consideration when choosing a fixed line provider among 7 of adults in Ireland. Cost considerations are higher among - year olds (80), residents of Connaught/Ulster (8), those in the F social group (80) and those who have switched fixed line provider in the last months (8). My friends and/or family use that provider Other The cost of line rental () and good customer service (8), make up the top main considerations when choosing a fixed line provider. Base: All Who Have Fixed Lines (n=)

11 Historical View Of Eircom s Fixed Line Market Share Q 0 Q 0 Q 0 Q 0 Q 0 Q 0 Q 0 Q 07 Q 07* Q 08 Q '08 Q '09 Q '09 This chart plots Eircom s market share from research conducted in the residential market since 00. According to these figures, Eircom s market share in the residential market has fallen percentage points since Q 007, and is at its lowest level ever (7) At its highest, Eircom s market share stood at 8 in Q 00.

12 Recent Switching Activity Among Fixed Line Users Q. Have you switched your fixed line home phone supplier in the past twelve months? Q09 switched last months Mobile Internet Service Provider 8 (all users) 8 (all users) Q 0 Switched in last months Q 08 Switched in last months Q 09 Switched in last months Yes Yes Yes Thirteen percent of fixed line users have switched their provider in the last months. No 8 No 8 No Don t know 8 Users aged - (9) and those living in Connaught/Ulster () were more likely to have switched during this time. Base: All With Fixed Line (n=) Q 0 and Q 08, figures removed

13 in 0 fixed line switchers previously used Eircom as their home phone provider Q. Who was your previous fixed line home phone provider? New Eircom BT Ireland Perlico Euphony Imagine Group UPC (Chorus/ntl) UTV Skype Dome IFA Telecom Smart Telecom Vodafone Other Q' Six in ten () fixed line switchers used to be Eircom customers, with 0 saying BT used to be their provider, and a further 9 being previous Perlico customers. Base: All Switched Fixed Line in the Last Months (n=90)

14 Reasons for switching provider centre around cost savings Q. Why did you switch fixed line provider? (last months) New Q'09 Value for money/lower prices 79 Better range of services The availability of special promotions Better customer service Experiences of friends and family Increased reliability Operator has good reputation Other 7 For fixed line users who switched provider in the last months, 8 in 0 (79) cited value for money/lower prices as the reason for doing so. Better range of services () and availability of special promotions () were the next highest cited reasons fixed line users gave for switching. Base: All Switched Fixed Line in the Last Months (n=90)

15 Incidence and reasons for switching back to original provider Q. Have you switched your fixed line home phone provider in the past months and then switched back to your previous provider Q. What were your reasons for switching back to your original home phone provider? New Yes Contacted by previous provider with a better offer Received better customer service from previous provider I felt that quality of service was inferior to my previous providers service No. of Respondents** 8 7 No 7 Savings with new provider did not meet expectations Quality of calls were better with previous provider - - It was too much hassle to receive two bills one for line rental, and one for calls - Two in ten fixed line switchers switched back to their original provider within a month period. Other Base: All Switched Fixed Line in the Last Months (n=90) Base: All Who Switched Back To Original Fixed Provider (n=8**) **Caution: Very Small Base

16 Satisfaction with current provider is the primary reason for not switching to a new provider Q. What are your main reasons for not switching your fixed line operator? New Q'09 I am satisfied with my current supplier It s too much hassle to switch I have never really considered it 7 Higher Among Ages -7 8 ABs 80 DE s 78 Live in Dublin 80 Don t use internet 8 I am loyal to my current supplier I am not aware of the options for switching Switched before and had to switch back I don t believe there are savings to be made from switching supplier I am currently under contract with my current supplier I switched recently * Other No particular reason Base: All who did not switch Fixed Line Provider in the Last Months (n=7)

17 Over in 0 fixed line customers have used current supplier for longer than 0 years Q. How long have you used the services of your current home phone service provider? New < months months < year < years < years years 0 years 0 years + Q' Over four in ten () fixed line users have been with their current provider for over 0 years. This rises sharply among users aged -7 (7). Fixed line users in the F social group (), those based in the Rest of Leinster (9), as well as users living in rural areas (7) are more likely to be a long term customer of their fixed line provider. Those without a PC or laptop at home and fixed line users who do not use the Internet ( each) are also longer term users of their fixed line supplier. Base: All with Fixed Lines (n=)

18 Average Bi-monthly Fixed Line Spend Down to Q. How much, approximately, was your last bi-monthly telephone bill from your telephone service provider(s) including VAT? Historical Average bi-monthly Spend Q Q Q Q Q Q Q Up to Q' Average spend on bi-monthly, fixed line telephone bills has dropped.77 to 79.7 in Q 09, and by nearly since Q 0 when average bimonthly spend was at 0.9. Cost conscious consumers trying to control expenditure, and an increase in the number of bundled services is likely to be impacting on this. The number of fixed line users who spend + has dropped from to since Q 09, while now nearly in 0 (9) claim to spend up to 0 a month, up from 0 in Q / not stated Mean spend was lower among those who switched provider in the last months (.78), students (.) and those who use a provider other than Eircom ( 8.78). Mean 79.7 Base: All Who Have Fixed Line (n=)

19 Nearly times as many fixed line users say they would switch for a -0 saving than would switch for a - saving Q. If your bi-monthly fixed line spend was reduced by the following amounts by switching to another provider, would you switch your current fixed line provider? New Yes No Move Provider if Spend Reduced by - 7 Higher Among F s Live in Conn/Ulster Work in home Switched fixed line provider last months 7 Switched ISP last months 9* Provider other than Eircom Higher Among Ages -7 7 DE s 7 Live in Dublin 70 No Internet use 7 Move Provider if Spend Reduced by -0 7 Higher Among F s Live in Conn/Ulster Provider other than Eircom 0 Switched fixed provider last months 9 Switched ISP last months 8* Higher Among Ages -7 7 DE s 8 Live in Munster 0 Eircom customers No internet use No PC/laptop Base: All With Fixed Line (n=) * Caution: small base

20 Marked increase in satisfaction with complaint resolution year on year Q. Have you made a complaint to your fixed line service provider in the last months? Q. How satisfied were you with the response you received from your fixed line service provider? Made a Complaint Satisfaction with Complaint Resolution Q 0 Q 08 Q 09 Q 08 Q 09 Yes 8 Very satisfied Quite satisfied No Neither 0 Quite dissatisfied Very dissatisfied 9 8 * Base: All Who Have Fixed Line (n=) Base: All Who Made Complaint (n=8)

21 A fault with a fixed line was the main reason for making a complaint Q. What was the issue? New A fault with your fixed line An error on your bill A complaint about the cost of services A complaint with quality of service A contractual issue A problem with customer service by your operator 8 7 The main complaint fixed line users made was regarding a fault with their fixed line (). Other 9 Base: All Who Made Complaint (n=8)

22 0898 CF/PM/SB MOBILE MARKET

23 Trends in Mobile Phone Ownership Q. Do you personally own a mobile phone? Rolled to Q 00 Rolled to Q 00 7 Rolled to Q 00 Rolled to Q 0 *Note: From Q'07 Data is not rolling data, due to gap in research in 007 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 9 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 0 Rolled to Q 07 Q 07* Q 08 Q '08 Q '09 Q '09 Mobile phone Ownership is nearly universal, although it remains lower among certain groups most notably those aged -7 (7). Additionally, those who do not use the internet (8) or have a home PC/laptop (8) are also less likely to have a mobile phone. Base: All Adults (n=,00)

24 Marked decrease in Pre-Pay Customers Q. Is your current mobile phone service one where you 00 Pre Pay Post Pay Both Pre-pay Post-pay * * * * * Q '0 Q '0 Q '07 Q '07 Q '08 Q '08 Q '09 Q '09 Both The percentage of mobile phone users with pre-paid phones has dropped notably to 9. The change in the pre and post pay split is likely to have been impacted by departing non-nationals, as well as the availability of more post-pay options in the market e.g. sim only options, smartphone contracts. Pre-pay use is higher among females (7), those in the DE (77) and F (79) social groups, and among respondents aged -7 (89*). Students (8) and Meteor Customers (8) remain more likely to be pre-pay customers. Those who rent (79), and those who do not have home Internet access (7) are also higher users of prepay options. Base: All Mobile Phone Users (n=9) *Caution: Small Base Size

25 Mobile Phone Providers Market Share Q. Who is your mobile phone supplier(s)? Pre-Pay and Post-Pay Split by Provider # Vodafone Post-Pay: 7 O Post-Pay: Meteor Post-Pay: Vodafone Pre-Pay: 9 O Pre-Pay: 9 Meteor Pre-Pay: Vodafone Meteor O Tesco * Q '0 Q '0 Q '0 Q '0 Q '07 Q '07 Q '08 Q '08 Q '09 Q '09 Vodafone s market share has increased four points to this quarter, while O s has dropped by the same amount and now stands at 0. Base: All Mobile Phone Users (n=9) # s account for balance

26 Mobile Phone Providers Market Share Q. Who is your mobile phone supplier(s)? Gender Age Social Class Region Vodafone O Meteor M (8) F (9) -7 (*) 8- (0) - (0) -9 (87) 0- (8) -7 (8) AB (8) C () C () DE (0) F () Dublin (9) RoL () Munster (7) Conn/ Ulster (7) and Tesco Mobile bases too small to include Meteor continues to attract users aged 8- (), Vodafone s core customers are more likely to be in the -7 year age bracket (0), while O customers are more likely to be in the -9 year age bracket (7) At a regional level O customers are more likely to live in Munster and Meteor s customers are more likely to live in Dublin ( and 0 respectively), while Vodafone records highest market share in Conn/Ulster (). Base: All Mobile Phone Users (n=9)

27 Average monthly Mobile spend down to -.0 Q. Approximately how much do you spend per month topping up your mobile phone or on your mobile monthly bill? Historical Average Monthly Spend Q Q 0-7. Q Q Q Q Q Q Up to /Not stated 0 Mean.0 9 Average monthly mobile spend has decreased again in Q 09 and now stands at.0 (down.8 since Q 09). Competitive deals and cutting back on spend is likely to be influencing this downward trend. Nearly half of mobile phone users say they spend 0 or less a month on their mobile phone. This figure has increased from in Q 09 Average monthly spend is higher among ABs (.), - year olds and -9 year olds (. and.80 respectively). Those with post pay subscriptions spend over twice as much as prepay customers ( 0.08 vs. 7.0). Those who have not switched mobile provider in the last months have a higher monthly spend than those who have switched (. vs..0) Base: All Mobile Phone Users (n=9)

28 Over half of mobile subscribers would switch provider for a saving of between 0 Q. If your monthly mobile phone spend was reduced by the following amounts by switching to another provider, would you switch your current fixed line provider? New Move Provider if Spend Reduced by - Move Provider if Spend Reduced by -0 Yes Higher Among C s Switched mobile provider in last months No home internet 0 Higher Among Ages -7 0 Ages 8- Living in Conn/Ulster Students 8 Switched mobile provider in last months 8 No home internet 7 No Higher Among Age -7 8 Living in Munster 7 Post Pay users 7 ABs 70 Higher Among Ages -7 * Living in Munster Work in home No internet usage Base: All Mobile Phone Users (n=9) * Caution: small base

29 Less than in 0 has switched mobile provider in the last Months Q. Have you switched mobile operator in the past twelve months? Q09 Switched last months Fixed Internet Service Provider (all users) 8 (all users) Yes Q'08 Q'09 8 Fewer than one in ten mobile phone users (8) have switched mobile phone operator in the last months. No Don t know 88 9 * This is highest among users aged -7 (although from a small base). Students (), those with no fixed line (), and mobile phone users who had switched ISP in the last months (), are also more likely to have switched mobile provider in the previous year. Base: All Mobile Phone users (n=9) *Caution small base

30 Mobile Provider used prior to switching Q. Who was your previous mobile phone provider? New Vodafone O Meteor Of those mobile phone users who switched in the last months were previously Vodafone customers, just over a third were O customers, and one in ten were Meteor customers. Tesco Mobile * Base: All Who Switched Mobile Provider in the Last Months (n=7)

31 As for fixed line switching, value for money is the primary motivation for switching mobile provider Q. Why did you switch your mobile phone provider? New Value for money/ lower prices Experiences of friends and family Better range of services The availability of special promotions Better customer service Increased reliability Q Value for money/lower prices was the primary motivation mobile phone users gave for having switched provider (0). A further in 0 (9) switchers cited experience of friends and family as their main reason for switching. Operator has good reputation Other None/would not switch A better range of services (), availability of special promotions () and better customer service () also featured as reason for switching. Base: All Who Switched Mobile Provider in the Last Months (n=7)

32 The majority of mobile switchers have not switched back to their original provider Q. Have you switched your mobile phone provider in the past twelve months and then switch backed to your previous provider? New 9 7 Yes The majority (9) of those who have switched mobile provider in the last months, have not switched back to their original provider. No Base: All Who Switched Mobile Provider in the Last Months (n=7)

33 Satisfaction with their current provider is the main reason given by mobile phone users for not switching provider Q. What are your main reasons for not switching mobile phone provider? New Q 09 I am satisfied with my current supplier It s too much hassle to switch I don t believe there are savings to be made from switching supplier I have never really considered it I am loyal to my current supplier Satisfaction with current mobile provider is the foremost reason given by mobile phone users who have not switched provider for not doing so (80). I am not aware of the options for switching Switched before and had to switch back I am currently under contract with my current supplier I switched recently Other No particular reason - Mobile phone users aged 8- (8), those in the F social group (87), and users living in the rest of Leinster (8) were more likely to give this reason for not switching. Base: All Who Have Not Switched Mobile Operator in the Last Months (n=878)

34 A quarter of mobile phone users have used their current supplier for 0 years Q. How long have you used the services of your current mobile service provider? New < months months < year < years < years years 0 years 0 years + Q 09 0 Three in ten (0) mobile phone users have users their current mobile provider for between and years, this rises to 7 among C s. Those who work in the home () and customers of Meteor (8) are more likely to have been customers of their current provider for this length of time. A quarter of mobile phone users () have used their current supplier for -0 years this is higher among Vodafone (0) and O (9) customers. Base: All Mobile Phone Users (n=9)

35 Profile of Mobile users with current provider for at least years Q. How long have you used the services of your current mobile service provider? New Q 09 years 0 0 years 0 years + Total Gender Age Social Class Region No. Of Years M (8) F (9) -7 (*) 8- (0) - (0) -9 (87) 0- (8) -7 (8) AB (8) C () C () DE (0) F () Dublin (9) RoL () Munster (7) Conn/ Ulster (7) Base: All Mobile Phone Users (n=9)

36 7 of Mobile Subscribers Have Made a Complaint to their Service Provider in the Last Months Q. Have you made a complaint to your mobile service provider in the last months? Q. How satisfied were you with the response you received from your mobile service provider? Yes Q 0 8 Made a Complaint Q 08 Q By operator Vodafone 8 O Meteor 7 Very satisfied Satisfaction with Complaint Resolution Q 08 Q 09 No Base: All with Mobile Phone (n=9) Quite satisfied Neither Quite dissatisfied Very dissatisfied 7 7 Mean..7 Base: All Who Made Complaint (n=70) While nearly 7 in 0 (9) say they are satisfied with the response received, the percentage of those who are very satisfied has decreased notably in Q 09.

37 Problems with access was the main complaint made to mobile operators Q. What was the issue? New Q 09 A problem with access (coverage issue) A fault with your mobile phone An error on your bill A complaint with quality of service A complaint about cost of services A problem with customer service by your operator A contractual issue Other 7 Problems with access/coverage was the main reason mobile phone users complained to their provider (), while in 0 () complained about a billing error. A further also reported a fault with their mobile phone as their reason for complaining to their operator. Base: All Who Made a Complaint (n=70)

38 0898 CF/PM/SB THE INTERNET & BROADBAND

39 Overall penetration of PC and/or Laptop Ownership continues to grow Just one in four now have neither Q. Do you have a Personal Computer (PC) in your house (including laptops that you usually have at home)? PC Laptop Both None Q '0 Q '07 Q '07 Q '08 Q '08 Q '09 Q '09 Laptop Only Higher Among 8-7 Students 7-8 Munster 9 ABCs 9 Broadband Connection Home Internet Mobile phone only None Higher Among No Internet Use Unemployed/Retired 8 DEs 7 Fs 7 Leinster (excl Dublin) Base: All Respondents (n=,00)

40 Increase In Internet Usage is continuing over seven in ten now access (from any location) Q. Do you personally use the Internet from any location? Q '0 Q '0 Q '0 Q '0 Q '0 Q '0 Q '0 Q '0 Q '0 Q '07 Q '07 Q '08 Q '08 Q '09 Q '09 There has been a continued increase in Internet usage, and penetration now stands at 7, and the rate of growth has also increased Usage continues to be higher among - year olds (89), ABCs (88), Dublin Residents (8) and students (9). Base: All Respondents (n=,00)

41 Location Of Internet Usage Q. From which of the following locations do you use the Internet? Q 0 Q 0 Q 0 Q 07 Q'07 Q'08 Q'08 Q 09 Q 09 Home Work School/college 8 9 Friends houses Public library 7 7 On the move using portable equipment Cyber Cafes Else where - Home access remains the dominant locations for accessing the Internet. Access from work has dropped marginally this wave, as have access from cyber cafes. Mobile/ portable access remains steady. Base:All those who use the Internet from any location (n=70)

42 Time spent on the Internet weekly Q. Approximately, how many hours a week do you spend using the internet? Up to One hour Two hours Three hours Four hours Q Q Those most likely to be heavy users of the internet are aged - (.0hrs), ABs (.hrs), Cs (.hrs), be Dublin based (. hrs) or be Students (.hrs). Frequent uses are also more likely to have switched their ISP in the past months (.8 hrs), indicating they are more likely to seek better value and/or service to accommodate their needs. -0 hours 0 hours+ /not stated Mean hrs. hrs 7 8 The mean number of hours using the Internet has increased to.. It is likely that increased unemployment and related Internet job searches, wider access to the Internet on the move, and increased use of certain Internet services e.g. social networking has contributed to this increased usage. Base: All Internet users (n=70)

43 Home Internet Connection Q. Do you currently have an Internet connection at home? Q'08 Q 08 Q'09 Q'09* Home access to the Internet has remained steady with two thirds of the population having access. Yes 8 Yes Yes 7 Yes Access is higher among those who are aged - (77). ABCs (8) are also more likely to have access than CDEs or Fs ( and respectively). No 0 No 7 No Dublin residents (79) are also more likely to have home Internet access, compared to 0 in Munster and elsewhere. Don t know Don t know * Don t know No - 9 of those accessing the internet have a home connection Base: All Respondents (n=,00) * Based on the incidence of Home internet access among those accessing the Internet from any location as a percentage of the total sample

44 Perceived expense and a lack of frequency of usage are the primary reasons for not having a home connection Q. Why do you not have an Internet connection? Q. Have you been contacted by an internet service provider in the last months in relation to acquiring an internet connection? New Q 09 Q 09 Too expensive 8 No Would not use the internet often enough 7 Internet not available in my area Must change telephone supplier for access to broadband 8 Yes 8 Security concerns Other 0 Reasons include people in the process of moving home, in rented accommodation, and because it s available in other locations e.g. work, college Base: All who do not have a home internet connection, but access the internet (n=7)

45 Type of Home Internet Connection Q. What type of Internet connection do you have at home? Q 09 Q 09 Broadband 9 9 Narrowband Both * * Claimed broadband connection is almost universal, with only a small minority believing they have a narrowband connection. n/a Base: All With Home Internet Access (n=8)

46 DSL Remains Primary Home Internet Connection Type, although it has declined slightly Q. How do you connect to the Internet from home? (Multiple answers allowed) DSL Broadband maintains its position as being the most used platform, although it has declined slightly in Q. DSL Broadband using a modem Mobile Broadband Cable Modem Other Wireless connection such as (FWA) or WiFi hotspots ISDN line Regular dial-up using a modem Through a mobile phone or mobile device (Blackberry, PDA) Satellite broadband Other Q Q * Q Q 09 Base: All With Home Internet Access (n=8) Note: Q 08 platform breakdown not available Q 09 DSL is more likely to be used among those aged 0- (), ABCs (, largely driven by ABs at 7), and to a certain extent, those living in Leinster (0). Home owners and those with a fixed line are also more likely to use this platform ( and respectively) 8 The use of Mobile Broadband has continued to increase, with nearly three in ten now claiming to access home Internet using this method. This is higher among 8- year olds (), CDEs () those living in Conn/Ulster (9), Munster () and Leinster (). The figure for mobile broadband subscriptions may be overstated due to misattribution between this type of connection and other broadband access methods which involve using wireless routers/modems. Under half of Students (), and two thirds of those with out a fixed line ()claim to use mobile broadband. Overall, stated narrowband usage (both Dial up and ISDN) continues to fall, and now stands at.

47 Home Internet Access Provider Q. Who is your home Internet Service Provider (ISP)? Eircom UPC (Chorus/ntl) O Vodafone+ Perlico+ Access/Imagine/ Irish Broadband Clearwire Digiweb Other Q Q Q 07 BT Ireland~ Q'07 Smart Q'08 - Q'08 Meteor Last Mile Talk Talk Base: All With Home Internet Access (n=8) 7 Q Q 09 Eircom s share of the home internet market has declined again this wave, with just over four in ten now claiming to use Eircom for home access. In contrast, UPC s share has been rising, and this trend has continued Response < not shown + Part of the Vodafone Group ~as of st September 009 BT s residential customer base were transferred to Vodafone *

48 Average monthly spend on Broadband is. Q. Approximately how much would you estimate your household pays each MONTH for your broadband service? New Up to The claimed average monthly spend is just over. Higher spenders tend to be males (spending over ), - 9 year olds (spending over ), ABs (spending just under 8). Rural Dwellers spent more (averaging nearly 7, largely driven by Conn/Ulster {spending }), compared to Urban Dwellers averaging.0/month. 00+ Mean. This disparity between Urban and Rural internet users may not be so much due to an increased frequency of usage, but rather a lack of alternatives in some areas. Note: Results based on those who gave an exact answer. Base: All With Broadband Access (n=9)

49 Most Important Factor When Using Internet remains Speed Q. What is the most important factor for you when using the internet? Speed Security Costs Reliability of connection Q 08 Q Speed is of most importance to younger internet users (8 and 7 of -7 year olds* and 8- year olds respectively), along with those based in Dublin () and those who have switched ISPs recently (). Nearly one in four cited costs or reliability as being most important. Costs were deemed more important by 0-s (0) and DEs (). Mobility For own personal use * * * Reliability was cited more so by -7 year olds* (7), ABs () and those living in Munster (8). Other * Security has declined in importance as an issue, but is more important to 0-s (), ABs (), and those living in Leinster, excluding Dublin (). * Caution: Small base size Base: All With Home Internet Access (n=8)

50 Satisfaction with Aspect Identified as Most Important when using the Internet is high Q. How satisfied are you with your current internet service provider in relation to this factor you have identified? Total: Any Aspect Identified Speed Security Cost Q 09 (8) Q 08 () Q 09 () Q 08 (7) Q 09 () Q 08 () Q 09 () Q 08 (0) Reliability of connection Q 09 () Very satisfied 8 () 7 (7) 0 () (0) 0 Quite satisfied 0 (7) 8 () () () 0 Neither Quite dissatisfied Very dissatisfied () 7 () Base: All with Home Internet Access( n=8) () (7) () () () () (-) * () * () * () () () Mean ( ) denotes Q 08 data () ()

51 in 0 unaware of Download Speeds Q. What is the contracted download speed of your home broadband package? That is, what speed package are you paying for? Q 07 Q 08 Q 09 Less than kilobytes per second kilobytes per second mega byte per second 0 7 One in five say that their contracted download speed is mega bytes per second. mega byte per second mega byte per second mega byte per second mega byte per second mega byte per second More than megabytes per second However, a significant proportion (0) do not know what their speeds are; despite this high figure overall awareness of speeds has improved. In general, perceptions of what speeds consumers are getting have increased. 0 0 Base: All with Home broadband Internet access (n=9)

52 Length of time using home ISP Q. How long have you used the services of your current home internet service provider? New Q'09 < months 7 months < year < years < years years 0 One in five have been with their current ISP for less than one year, indicating quite a large amount of recruitment activity among ISPs (be it through new entrants or switchers). 0 years 9 0 years + Base: All With Home Internet Access (n=8)

53 Switching ISPs Q. Have you switched Internet supplier in the past twelve months? Q09 switched last months Fixed Mobile (all users) 8 (all users) Q'08 Q'09 Q'09 Yes Yes 0 Yes 8 The level of switching activity has dropped marginally, and now stands at one in twelve claiming to have switched ISP in the past months. No 8 No 88 No 9 There were few differences demographically among those who have switched, although residents of Conn/Ulster were marginally more likely to have switched (at ). Those who have a fixed line provider other than eircom were more likely to have switched in the past months (8) Don t know Don t know Base: All With Home Internet Access (n=8)

54 Which ISPs did switchers migrate from? Q. Who was your previous internet service provider? New Eircom BT Ireland/IOL Q'09 0 O Vodafone Digiweb Perlico Imagine (Irish Broadband, Access) UTV Net Other Over half of all who have switched in the past months were previously with Eircom. Base: All Who Have Switched ISP (n=)

55 Reasons for switching ISP are primarily related to price/value for money Q. Why did you switch your internet service provider? New Q'09 Value for money/ lower prices Increased reliability Better range of services The availability of special promotions Better customer service 9 Price/Value for money was a key factor when deciding to switch. One in eight claimed to have switched due to better customer service, suggesting issues with their previous supplier. Reliability and a better repertoire of services were also an important factor. Operator has good reputation Other Don t Know Of those who switched, 9 switched back to their previous supplier Base: All Who Have Switched ISP in the Last Month (n=)

56 Reasons for not switching from current ISP Q. What are your main reasons for not switching internet service provider? New Q'09 I am satisfied with my current supplier I am currently under contract with my current supplier No particular reason I am loyal to my current supplier Half are satisfied with their current ISP, and cite this as a reason for staying with them, rising to among 8-s and 8 among Dublin respondents. I have never really considered it I don t believe there are savings to be made from switching supplier It s too much hassle to switch I have no access to another provider 9 Nearly one in five have not moved due to contractual obligations, although this is higher among -s (), Leinster (9) and those in rural areas (). I am not aware of the options for switching I switched recently Other Switched before and had to switch back * One in ten cite no particular reason with a further nine percent stating they have never really considered it, suggesting there may be a lack of information/ communication on various options available. Base: All Who have not Switched ISP in the Last Month (n=)

57 One in ten of those with a Home Internet Connection have made a complaint in the last months Q. Have you made a complaint to your internet service provider in the last months? Q. How satisfied were you with the response you received from your Internet Service Provider? New Satisfaction with Complaint Resolution Q 09 Q 08 Q 09 Very satisfied() 0 9 Yes 0 89 No Quite satisfied() 0 Neither() 9 9 In demographic and behavioural terms, there were few differences between those who have made a complaint to their ISP. Of those who complained, four in ten were quite or very dissatisfied with the response Base: All With Home Internet Access (n=8) Quite dissatisfied() Very dissatisfied() Mean..0 Base: All Who Made Complaint (n=9)

58 Reasons for complaining to ISPs Q. What was the issue? New Q'09 A fault with the internet connection A complaint with quality of service 9 Functional problems such as connection faults and quality of the service accounted for the majority of complaints. An error on your bill A complaint about the cost of services A problem with customer service by your operator 9 7 Issues such as bills errors, price and customer service were not as prominent, although they were still cited by nearly one third of complainants. Other Base: All Who Made a Complaint (n=9)

59 Activities on the Internet Q. In the last three months have you used the internet for any of the following? Q. In the last three months which of the following applications did you spend most of your time on? New Sending and receiving Do research/get information Online shopping Social networking sites such as Bebo, Facebook, Myspace Online banking Make Travel/holiday bookings Watching Youtube Access information for education Access information for work Download music (e.g. for Ipod or MP player) , upload or store photographs Use instant messenger (e.g. MSN) Play online games Watching online video Downloading movies Streaming movies/tv shows Online gambling/betting Other Any Usage Most nd Most Usage Usage 9 0 rd Most Usage * * * * * is the most frequently used application, with nine in ten using it. Research purposes are also considered important, along with transactional type activity (banking, shopping, booking tickets etc. Social sites are also prominent, driven by younger age groups. Base: All Who Use the Internet (n=70)

60 0898 CF/PM/SB Bundled Services

61 Two in five avail of Bundled Services, the majority of which are Double Play Q. Do you subscribe to a bundled package from your service provider? Q. What type of bundled package do you subscribe to? New Use of Bundle Q 08 Q 09 Q'09 Q 08 Yes 7 Yes 0 Double play 8 70 Triple play 8 No No 7 Don t know 9 Don t know Base: All Respondents (n=,00) Base: All with Bundled Service (n=)

62 Monthly spend on Bundled services Q. Approximately how much would you estimate your household pays each MONTH for your bundled service? Please include all services which you purchase New Of those paying for bundled services, over one third pay at least 70 monthly. Those paying more for their bundled services include those aged 0- ( 79/month), ABs and Cs ( 77/month), residents of Conn/Ulster ( 8/month) and those living in rural areas ( 79/month) Mean 7.7 Base: All with Bundled Service (n=)

63 Services Making Up Double Play Bundle are largely dominated by Fixed Line and Internet access Q. What individual services make up your double play bundle? Fixed telephone and internet access Q Q 08 8 Access to TV programmes and internet access 8 Mobile telephone and internet access Fixed telephone and access to TV programmes Fixed and mobile telephone service Access to TV programmes and internet access - - * 7 - Base: All With Double Play Bundle (n=7)

64 Services Making Up Triple Play Bundle Fixed Line, TV and Internet packages are dominant Q. What individual services make up your triple play bundle? Q 09 Fixed telephone, access to TV programmes and internet access 8 Fixed telephone, mobile telephone and internet access Mobile telephone and access to TV programmes and access to Internet Fixed telephone, Mobile telephone and access to TV programmes * Caution small base size Base: All With Triple Play Bundle (n=*)

65 0898 CF/PM/SB CONCLUSIONS

66 Conclusions - Fixed Fixed Line penetration continues to decrease (albeit marginally), with less than two thirds now having a fixed line in the home. Of those without a fixed line, one quarter had one previously, but have cancelled their service. One in three () now have a mobile phone only, undoubtedly affecting the uptake of Fixed Line subscriptions. Eircom remains the most used fixed line provider, although there has been a significant drop in its share of this market of six percentage points to 7. Key influencers when choosing a fixed line operator are cost of calls, cost of line rental and customer service. Nearly one in six consider the availability of bundled services to be important. The average bi-monthly bill continues to fall, with consumers now spending just short of 80 ( 79.7) on their fixed line bills. One in eight () of those with a fixed line have switched operator in the past months, a proportion higher than those either switching mobile operator or ISPs (8 respectively), indicating that fixed line users are more amenable to change, or that the switching process is perceived to be easier or more beneficial to do (price is a key determinant, cited by four in five of all switchers). Among those who haven t switched, three in four state satisfaction with their current supplier as being the reason why they haven t switched. One in eight also perceive the switching process to be a hassle. In terms of hypothetical cost reductions, nearly one in five (7) would switch if offered a reduction of up to five percent, rising to nearly half (7) who would switch for reduction of up to ten per cent. One in twelve (8) have made a complaint to their fixed line provider in the past twelve months, down from in previous results. Satisfaction with complaint resolution among those who had reasons to complain has risen from to however. The main reason for complaint was a technical issue ( stating faults on their line), although pricing and service issues were also prominent.

67 Conclusions - Mobile Mobile phone ownership is now almost universal, although penetration remains slightly lower among older consumers. Whilst over one in four (7) are now Post Pay customers (a significant increase of six percentage points), the mobile market is still predominantly Pre Pay. Vodafone was the most used mobile operator, followed by O and Meteor these three operators account for the lion s share of the market. Monthly spend continues to fall, and now stands at.0/month, down from just over 0 in Spring/Summer 009. Nearly one in four () would switch for a reduction of up to five per cent in their bill, whilst over half () would change for a reduction of up to ten per cent, indicating a greater predisposition to switch for cost savings (compared to fixed line). Having said that, the level of recent switching activity, at 8, is lower than fixed line. Among those who have switched, the primary reason was cost/value for money, although Word of Mouth (the experience of friend and family) is a significant factor, cited by one in five recent switchers. Four in five who have not switched state satisfaction with their current supplier as the reason for not doing so. Nearly one in ten (9) are deterred by the perceived hassle of the switching process. The level of complaints made against mobile service providers is slightly down on previous results, and now stands at seven per cent. Of those who made a complaint, a majority (70) were satisfied with the outcome. One in four who had issues with mobile service providers cited access/coverage issues, with a fifth () stating bill errors. A similar proportion referred to faults with their mobile phone.

68 Conclusions Internet PC/Laptop ownership continues to increase, with just one in four households now having neither. Laptop ownership has increased markedly this wave of research, and is now ahead of PC ownership. Internet usage from any location also continues to rise strongly, although home internet access has remained relatively steady. The average time Internet users spend on the internet has increased from 0 hours in Q 08 to. hours in Q 09. For those adults without a home Internet access, cost and not using the Internet often enough are the primary barriers to not getting connected at home. For those with a home internet connection, average spend on this service is. a month. There is a gradual trend towards usage of higher speed broadband products. The use of DSL remains the primary access technology among Irish adults, however the growth of mobile broadband is strong with nearly three in ten saying they use a mobile broadband connection. Speed remains the most important aspect of using the Internet among broadband users, and its importance has increased in the last year. In addition, costs and reliability of the connection have become more prominent considerations in this wave on research. Cost sensitivities may be higher in recessionary times. ISP switching in the last months is at very low levels (8), and the main motivator for switching is to get better value for money. Half of those who did not switch, say satisfaction with their current provider is the main reason for not switching. One in ten claim to have made a complaint to their ISP in the last months, with nearly half of these being satisfied with the complaint resolution however there has been a marked decrease in those who said they were very satisfied with the complaint resolution from 0 to 9. Six in ten complainants reported a fault with their Internet connection being the reason for the complaint. There has been a sharp increase in the number of consumers claiming to use a bundled service. Of these, the vast majority (8) use a double play service.

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