ICT in the UAE Household Survey, 2010 December 2010
ICT in the UAE – ICT Survey 2010 Table of Contents Page Background………………………………………. ……. 3 Methodology. . . ………………………………………. . . 4 Introduction and Main Results………………………………. . … 5 Fixed Line Telephony…………………………………. …. . . 12 Mobile Telephony………………………………. …. . 19 International Calling………………………………………. 31 Internet Services………………………………………. 36 Mobile Internet ………………………………. . … 52 Social Networking………………………………………. . 57 Consumer Satisfaction ………. . ……………………………… 62 Annex………………………………………………. 74 2
ICT in the UAE – ICT Survey 2010 Background During the course of 2010, the TRA undertook an intensive survey focusing on the usage of ICT services by households and individuals in the UAE. The survey spanned multiple services including fixed telephony, mobile telephony, and Internet services. The survey examined, among other factors: • The extent to which households/ individuals in the UAE have access to ICT services; • The extent to which households/ individuals in the UAE use the ICT services that they are connected to; • The extent to which users are satisfied with their ICT services; and • The extent to which individuals in the UAE use social networking mediums. This report sets out the results of this survey. The TRA also completed a similar ICT survey in 2009. The results of this survey can be found at: http: //www. tra. gov. ae/ict_in_uae. php 3
ICT in the UAE – ICT Survey 2010 Methodology Throughout the course of this survey, face-to-face interviews were conducted with call backs to ensure the authenticity of the responses. A total of 2, 109 households and 2, 133 individuals participated in this study. The fixed line survey was based on household usage of fixed line telephony as opposed to usage by individuals of fixed line telephony. The surveyors therefore targeted the key/ joint decision maker of the household regarding the subscription decisions, and the person responsible for fixed line expenditure. The mobile, Internet and social networking surveys targeted a randomly selected person from each household. The surveys were limited to people aged between 15 and 74 years. 4
ICT in the UAE – ICT Survey 2010 Introduction and Main Results - Subscription Does your household have a fixed line telephone? Do you have a mobile phone? 1%, 1% Yes NO 99%, 99% Do you have an Internet connection in your home? What is the speed of the broadband package you subscribe to? 40% 36% 28% 30% 35% Yes No 65% 20% 5% 10% 1% 6% 0% 256 kbps 512 kbps 1 - 2 Mbps 4 - 8 Mbps 16 - 30 Mbps Don't know 5
ICT in the UAE – ICT Survey 2010 Introduction and Main Results - Usage On average, how many national calls do you make each week from your fixed line phone? How many of each of the following call types would you make on a typical week from your principal mobile phone? 32 32 25 24 24 16 16 16 10 9 5 8 8 0 0 To a fixed phone (local) To a fixed phone (national) Call to another Call to a fixed International mobile phone in line in the UAE To a mobile phone Have you used the Internet during the past 3 months? 36% 40% 22% 30% 20% How often do you use the Internet from each of the following locations? 30% 27% 28% 22% 17% 3% 10% 78% Yes No 10%11% 7% 1% 2% 0% 2% 1% 2% 0% More than Once a once a day Day At least Once a 2 -3 times a Once a Less than Not once a week month once a applicable week (but month not every From Home Out of Home day) 6
ICT in the UAE – ICT Survey 2010 Introduction and Main Results - Spend On average, how much does your household spend each month on fixed telephony? 2%5% 10% AED 20 or less per month AED 21 - 40 per month AED 41 - 70 per month AED 71 - 100 per month AED 101 or more per month 18% 65% How much do you normally spend on mobile telephony each month? 25% 22% 20% 14% 13% 15% 16% 18% 12% 5% 5% 0% Less than AED 41 - 80 AED 81 - 140 AED 141 - 190 AED 191 - 250 AED 251 - 400 More than AED 400 7
ICT in the UAE – ICT Survey 2010 Introduction and Main Results – Satisfaction (1) How satisfied are you with the following elements of fixed telephony services? 100% 93% 80% 64% 40% 74% 55% 60% 16% 20% 92% 84% 18% 26% 17% 9% 7% 4% 1% 6% 1% 17% 4% 2% 0% Overall fixed line Price of national Quality of the service calls to a fixed line calls to a mobile customer service phone Satisfied Quality of the Network Neither Satisfied nor Dissatisfied Choice of services Problem resolution made available to (e. g. repairing, you i. e. CLI etc fixing the landline etc) Dissatisfied How satisfied are you with the following elements of mobile services in the UAE? 100% 86% 88% 80% 79% 80% 48% 60% 40% 20% 82% 74% 11% 22% 29% 15% 4% 5% 14% 22% 5% 9% 4% 4% 12% 5% 0% Overall mobile service Quality of the customer service Satisfied Voice quality Neither Satisfied nor Dissatisfied Mobile Coverage Dissatisfied 8
ICT in the UAE – ICT Survey 2010 Introduction and Main Results – Satisfaction (2) How satisfied are you with the following elements of your home Internet service? 100% 89% 77% 76% 80% 75% 66% 56% 60% 40% 21%22% 20% 14% 7% 4% 8% 1% 1% 6% 1% 19% 12% 16% 15% 7% 2% 2% 3% 0% Overall Internet service Satisfied Speed Price Customer service Neither Satisfied nor Dissatisfied The range of services Dissatisfied Range of operators to choose from Don't Know/can't Say 9
ICT in the UAE – ICT Survey 2010 Introduction and Main Results – UAE Nationals Comparison of Key Results – UAE Nationals versus Wider Population Nationals Only Total Population Proportion of individuals with a mobile phone 100% 99% Proportion of households with a fixed line phone 74% 46% Proportion of households with a computer 90% 76% Proportion of households with a TV 99% 96% Proportion of households with a radio 65% 49% Proportion of households with an internet connection 83% 65% Proportion of population aged between 15 and 74 who have used the Internet in the past 3 months 84% 78% Indicator 10
ICT in the UAE – ICT Survey 2010 Introduction and Main Results – Household ICT Devices How many of the following devices do you have in your household? Mobile connections (independent lines/ SIMS) 1. 92 TVs 1. 21 Personal laptops 0. 660000009 Internet connections (dialup/ broadband) 0. 650000008 Radios (excluding mobile and MP players) 0. 53 Personal desktops 0. 48 Fixed telephone lines 0. 47 Games consoles 0. 3 Faxs 0. 07 Personal Digital Assistants (PDA) 0. 05 Handheld computers (palmtops) 0. 03 0 0. 2 0. 4 0. 6 0. 8 1 1. 2 1. 4 1. 6 1. 8 2 11
ICT in the UAE – ICT Survey 2010 Fixed Line Telephony 12
ICT in the UAE – ICT Survey 2010 Fixed Line Telephony – Subscription (1) • 46% of households in the UAE have fixed line telephone connections • 94% of households said they subscribed to Etisalat for their fixed lines, 2% to du, and 4% to both Etisalat and du Does your household have a fixed line telephone? Which operator do you subscribe to for your fixed line services? 4% 2% Etisalat du 94% Both 13
ICT in the UAE – ICT Survey 2010 Fixed Line Telephony – Subscription (2) • 54% of the sampled population did not have a fixed line phone. The majority of these people (70%) didn’t have a fixed line phone because they used their mobile phone instead • Only 7% of people that do not have fixed line phone intended to subscribe to a fixed line service within the next 6 months Why don't you have a fixed line phone? 80% 70% Are you likely to subscribe to a fixed line service within next 6 months? 19% 7% 53% 60% 40% 20% 10% 74% 0% I use my mobile phone instead I don't need one A fixed line phone is too expensive Yes No Don't know 14
ICT in the UAE – ICT Survey 2010 Fixed Line Telephony – Subscription (3) • Of the 54% of the population that did not have a fixed line phone, 10% said that they used to have one • Of these 10%, 53% said they cancelled their fixed line service because they now used their mobile phones instead Have you ever had a fixed line phone? Why did you cancel your fixed line service? 10% 16% 53% 31% 90% Yes No I use my mobile phone instead Didn't need a fixed line service The fixed line was too expensive 15
ICT in the UAE – ICT Survey 2010 Fixed Line Telephony – Usage (1) • Local calls are the most popular fixed line call type • The majority of calls are made during weekday evenings, following by during business hours On average, how many national calls do you make each week from your fixed line phone? When do you make the majority of national calls from your fixed phone? 4% 25 24 34% 16 16 10 8 53% 9% 0 To a fixed phone (local) To a fixed phone (national) To a mobile phone During business hours Weekday evenings Weekends Don't know 16
ICT in the UAE – ICT Survey 2010 Fixed Line Telephony – Usage (2) • The majority of fixed line calls are in the region of 2 – 10 minutes in length • Local calls tend to be longer in duration than national calls and calls to mobiles What is the approximate average length in minutes you would make of each type of national calls from your fixed line phone? 60% 53% 50% 36% 40% 36% 25% 27% 30% 17% 20% 11% 10% 8% 5% 6% 4% 3% 1% 1% 1% 0% 0% Less than 2 mins 2 - 5 mins Local 5 - 10 mins National 10 - 20 mins To a Mobile 20 - 40 mins More than 40 mins 17
ICT in the UAE – ICT Survey 2010 Fixed Line Telephony – Spend • 65% of households in the UAE that have fixed line phones spend more than AED 101 per month on their fixed line telephony services On average, how much does your household spend each month on fixed telephony? 2% 5% 10% AED 20 or less per month AED 21 - 40 per month 18% 65% AED 41 - 70 per month AED 71 - 100 per month AED 101 or more per month 18
ICT in the UAE – ICT Survey 2010 Mobile Telephony 19
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Subscription (1) • Only 1% of the population did not have a mobile phone Do you have a mobile phone? 1% 99% Yes No 20
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Subscription (2) • 28% of mobile phone users have more than one mobile SIM card that they use on a regular basis • The most common reasons for having multiple SIMs are to maintain separate connections for business and personal use (65%) and to take advantage of different promotions offered by the two operators (50%) How many mobile SIMs, or lines, do you have that you use on a regular basis? Why do you have more than one SIM? 80% 60% 28% 65% 50% 40% 19% 20% 72% Single SIM Multiple SIM 13% 4% 0% I have separate To take To use when To get better SIMs for advantage of travelling connectivity personal and different abroad with other business needs promotions regions of the offered by the country two operators Other 21
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Subscription (3) Which operator do you subscribe to for the SIM that you use most often? • Of the mobile SIMs that were most commonly used by individuals: 1% • 70% were Etisalat SIMs; • 86% were prepaid; and • 39% had been owned for more than 5 years. 29% 70% Etisalat du Don’t know How long have you had the SIM that you use most often? Is your principal mobile phone postpaid or prepaid? 7% 14% 15% 39% 22% 86% Postpaid Less than one year 1 - 2 years 2 - 3 years 4 - 5 years More than 5 years 17% Prepaid 22
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Subscription (4) • 86% of individuals subscribed to a prepaid mobile service for the SIM that they used most often. They were asked why they chose a prepaid service, and were able to select multiple reasons Why do you have a prepaid connection? 80% 60% 54% 50% 41% 40% 19% 15% 20% 4% 0% Don’t want to pay for monthly subscription It is cheaper to buy the line Subscription was part of a good offer/ package deal 23
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Subscription (5) • 14% of individuals subscribed to a postpaid mobile service for the SIM that they used most often. They were asked why they chose a postpaid service, and were able to select multiple reasons 80% 75% Why do you have a postpaid connection? 60% 45% 40% 41% 29% 21% 20% 12% 4% 0% Convenience To avoid having to recharge phone credit Subscription was part of a good offer/ package deal 24
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Usage (1) • Mobile users typically make around 46 calls each week from their mobile phones. Of these, 32 are to another mobile in the UAE, 9 are to a fixed line phone in the UAE and 5 are to international destinations • The majority of these calls are made during business hours (48%), followed by during weekday evenings (44%). Only 6% are made during the weekend How many of each of the following call types would you make on a typical week from your principal mobile phone? When do you make the majority of your calls from your principal mobile phone? 32 32 6% 2% 24 During business hours 16 9 48% 5 8 44% Weekday evenings Weekends Don't know 0 Call to another Call to a fixed line in mobile phone in the UAE International 25
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Usage (2) • Most mobile calls last in the region of between 2 and 5 minutes on average What is the approximate average length in minutes you would make of each national call type from your mobile phone? To Another Mobile in the UAE To a Fixed Line in the UAE 55% 62% 36% 24% 15% 6% Less than 2 2 - 5 minutes 2% 10 - 20 minutes More than 20 minutes 1% Less than 2 minutes 2 - 5 minutes 10 - 20 minutes More than 20 minutes 26
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Usage (3) • SMS is the most commonly used value added mobile service, followed by MMS and downloading ringtones How often do you use mobile phones for the following activities? 100% 89% 91% 86% 82% 74% 75% 91% 78% 74% 63% 50% 25% 21% 15% 14%11% 4% 7% 10% 13% 5% 5% 20% 7% 18% 4% 3% 6% Downloading wallpapers Paid for text information services 3% 6% 0% SMS MMS Video calling Checking email Downloading games At least once a week Downloading ringtones Less often Carrying out transactions (i. e. paying for parking tickets, etc) Never 27
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Usage (4) • 79% of mobile users use SMS (text) services. Of this 79%, 86% send between 1 and 5 SMS’s on an average day. 3% send more than 21 • Almost a third of SMSs are sent to international numbers How many SMS’s would you send on an average day? 9% Approximately what percentage of the SMS messages you send are to UAE numbers and what percentage are to international numbers? 3% 2% 27% 31% 69% 60% 1 6 - 10 More than 21 2 - 5 11 - 20 UAE numbers International numbers 28
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Usage (5) • 55% of individuals adjust their mobile calling patterns at least sometimes in response to promotions offered by the operators Do you ever change your mobile calling patterns to take advantage of promotions offered by mobile operators? 14% 45% 41% Always Sometimes Never 29
ICT in the UAE – ICT Survey 2010 Mobile Telephony – Spend • The spread of average monthly mobile spend by individuals is reasonably wide. 95% spend more than AED 41 per month and 18% spend more than AED 400 per month How much do you normally spend on mobile telephony each month? 25% 22% 20% 18% 16% 15% 14% 13% 12% 10% 5% 5% 0% Less than AED 41 - 80 AED 81 - 140 AED 141 - 190 AED 191 - 250 AED 251 - 400 More than AED 400 30
ICT in the UAE – ICT Survey 2010 International Calling 31
ICT in the UAE – ICT Survey 2010 International Calling – Usage (1) • Households with fixed line phones typically make 5 international calls per week from that phone • Mobile users typically make 5 international calls per week from their mobile phones • The majority of international calls are in the region of between 2 and 10 minutes long On average, how many of the international calls do you make each week? Calls by households from fixed line phone 5 Calls by individuals from mobiles 5 What is the approximate average length in minutes you would make of international calls from your fixed and mobile phone? 40% 35% 36% 38% 35% 30% 25% 20% 19% 20% 15% 10% 5% 3% 3% 5% 3% 1% 1% 0% Less than 2 - 5 mins 5 – 10 10 – 20 20 – 40 More than 2 mins 40 mins From home fixed phone From principal mobile 32
ICT in the UAE – ICT Survey 2010 International Calling – Usage (2) • In terms of calls from fixed phones, India is by far the most popular international calling destination from the UAE, followed by Pakistan and the UK Calls from fixed phones Total Emirati Expat Arabs Expat Asians Westerners India 52% 0% 1% 76% 0% Pakistan 11% 0% 0% 16% 0% United Kingdom 10% 9% 2% 7% 52% Saudi Arabia 9% 25% 7% 8% 2% United States 8% 2% 4% 9% 14% Egypt 6% 7% 37% 0% 0% Syria 4% 4% 26% 0% 0% Oman 4% 17% 2% 3% 0% Canada 4% 6% 7% 3% 2% Bahrain 3% 21% 1% 1% 0% 33
ICT in the UAE – ICT Survey 2010 International Calling – Usage (3) • In terms of calls from mobile phones, India is by far the most popular international calling destination from the UAE, followed by Pakistan and Saudi Arabia Calls from Mobiles Total Emirati Expat Arabs Expat Asians Westerners India 53% 2% 2% 71% 1% Pakistan 12% 0% 0% 16% 0% Saudi Arabia 11% 28% 6% 11% 2% United Kingdom 6% 9% 1% 5% 47% Egypt 6% 12% 33% 0% 0% United States 6% 3% 3% 6% 20% Bangladesh 5% 3% 1% 6% 0% Oman 5% 22% 2% 5% 2% Syria 5% 2% 31% 0% 1% Qatar 4% 6% 1% 5% 2% 34
ICT in the UAE – ICT Survey 2010 International Calling – Usage (4) • The Carrier Selection Service allows users to place international and long distance national calls through a different operator to the one they subscribe to • 13% of individuals use the Carrier Selection Service for making international calls Do You Currently Use The Carrier Selection Service To Make Your International Calls Through Another Fixed Line Service Provider? 13% 87% Yes No 35
ICT in the UAE – ICT Survey 2010 Internet Services 36
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (1) • 63% of individuals have an Internet connection in their home • 98% of these connections are provided by Etisalat Do you have an Internet connection in your home? Which operator do you subscribe to for your home Internet services? 2% 37% 63% 98% Yes No Etisalat du 37
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (2) • Of the 63% of individuals that have Internet access at home, at least 93% have a broadband connection • The length of time that individuals have had an Internet connection at home varies considerably What type of Internet connection do you have in your home? How long have you had an Internet connection in your house? 40% 5%3% 4% 40% 33% 30% 23% 22% 20% 36% 24% 17% 10% 5% 88% Dial-up Broadband Both dial-up and broadband Don't know 0% Less than 1 year 1 - 2 years Dial-up More than 3 Don't know years Broadband 38
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (3) • The majority of broadband subscribers subscribe to lower speed packages What is the speed of the broadband package you subscribe to? 40% 36% 35% 28% 30% 25% 20% 15% 10% 6% 5% 5% 1% 0% 256 kbps 512 kbps 1 - 2 Mbps 4 - 8 Mbps 16 - 30 Mbps Don't know 39
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (4) • 37% of individuals didn’t have an Internet connection in their home. Of these 37%, 8% used to have an Internet connection • 22% of individuals without Internet connections at home intend to subscribe within the next six months. Have you ever had Internet in your home? Are you likely to subscribe to an Internet service within the next 6 months? 8% 22% 78% 92% Yes No 40
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (5) • Of the 37% of individuals that didn’t have Internet access at home, 46% said it was because they didn’t need an Internet connection and 41% because the cost was too high Why don’t you have an Internet connection in your home? 60% 46% 41% 40% 20% 15% 11% 10% 5% 1% 0% Do not need The cost is too Technology Internet high too complex Have free access to Internet elsewhere Other Family challenges members don't use Internet Lack of Internet service providers Lack of relevant content in preferred language 41
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (6) • 5% of individuals with an Internet connection at home have both a broadband dialup connection. 87% of the time, this is because the dialup connection is kept as a backup for when broadband isn’t working Why do you have both dialup and broadband Internet services? 87% 100% 47% 80% 60% 40% 6% 20% 3% 0% Dialup is the backup to Dialup was free with broadband Don’t know Other 42
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (7) • 4% of individuals with an Internet connection at home had a dialup connection instead of broadband. 65% said this was because dialup meets their needs, while 41% said that broadband is too expensive • 46% of dialup users have no intention of switching to broadband with the next six months Do you intend to switch to broadband within the next six months? Why do you have dialup instead of broadband? 80% 65% 41% 60% 25% 29% 40% 20% 9% 46% 3% 3% 5% Yes 0% Dial-up meets my needs Broadband is too complicated Not worth the effort to change No Don’t know 43
ICT in the UAE – ICT Survey 2010 Internet Services – Subscription (8) • 57% of dialup users said they may consider switching to broadband if broadband prices fell, and 39% if the quality of broadband services improved • 23% of dialup users said they don’t want to switch to broadband 57% Which of the following factors may cause you to switch from dialup to broadband? 39% 60% 23% 40% 10% 20% 0% A reduction in the price of broadband services Improved quality of services Nothing – I do not want to switch to broadband More information on broadband services 44
ICT in the UAE – ICT Survey 2010 Internet Services – Usage (1) • 78% of individuals had used the Internet during the past three months • Of these people, 78% regularly accessed the Internet from home and 48% from work Have you used the Internet within the past 3 months from any location? 78% Which of the following locations have you commonly used to access the Internet from in past 12 months? 48% 80% 22% 60% 15% 40% 5% 20% 2% 2% 78% 0% Home Yes No Work Commercial Another Free Internet person’s home Community Access facility Internet Access facility Place of education 45
ICT in the UAE – ICT Survey 2010 Internet Services – Usage (2) • 22% of individuals had not used the Internet during the past three months • Of these 22%, 54% said it was because they weren’t interested in using the Internet while 36% said they do not know how to use the Internet 60% 54% Why haven’t you used the Internet within the past 3 months? 36% 40% 27% 18% 20% 15% 5% 4% 0% Not interested in using the Internet Don’t have access to the Internet The cost is too high Lack of relevant content in preferred language 46
ICT in the UAE – ICT Survey 2010 Internet Services – Usage (3) • 63% of individuals that have a home Internet connection use the Internet at home at least once a day • 45% of individuals that use the Internet at work will do so at least once a day How often do you use the Internet from each of the following locations? 80% 63% 60% 45% 40% 20% 30% 13% 22% 18% 1% 2% 1% 4% 0% At least once a day A least once a week Less than once a Once a month or less week but more than once a month From Home Not applicable Out of Home 47
ICT in the UAE – ICT Survey 2010 Internet Services – Usage (4) • Most people that use the Internet use it for less than 10 hours per week from home, and less than 10 hours from out of home How much time do you spend on the Internet per week in each of the following locations? 40% 32% 30% 24% 22% 20% 18% 19% 13% 10% 6% 5% 8% 3% 0% 0 – 1 hours 1 – 3 hours 3 – 10 hours From Home 10 – 20 hours More than 20 hours Not applicable Out of Home 48
ICT in the UAE – ICT Survey 2010 Internet Services – Usage (5) • The majority of Internet sites accessed in the UAE are English based On average, what percentage of your Internet time do you spend on the following? 7% 22% 71% Arabic based sites English based sites Other language based sites 49
ICT in the UAE – ICT Survey 2010 Internet Services – Usage (6) Which activities did you use the Internet for in the past 12 months? Not applicable 2% Posting information or instant messaging Purchasing or ordering goods or services Interacting with government agencies 6% 6% 6% Getting information related to health or health services Getting information from government organizations Paying utility bills 9% 11% 12% Playing or downloading video games or computer games Downloading software 14% 16% Education or learning activities 17% Internet banking 23% Getting information about goods or services Downloading movies, images, music, watching TV or videos, or listening to radio or music Reading or downloading online newspapers or magazines or electronic books Visiting social networking sites (such as Facebook or Twitter or My. Space) Sending or receiving email 26% 30% 34% 45% 81% 50
ICT in the UAE – ICT Survey 2010 Mobile Internet 51
ICT in the UAE – ICT Survey 2010 Mobile Internet – Subscription • 16% of individuals access the Internet via mobile phone, and 27% via PC datacards Do you ever access the Internet via the following devices? Mobile Phone PC Datacard (on PC or laptop) 16% 27% 73% 84% Yes No 52
ICT in the UAE – ICT Survey 2010 Mobile Internet – Usage (1) Which of the following mobile devices have you used most often to access the Internet? 16% • Users of Mobile Internet use their mobile devices to access the Internet approximately 37% of the time. The remaining 63% of the time is from fixed Internet devices (PCs and laptops) 29% • 63% of users state that home is the location they most commonly access Mobile Broadband from, and 26% from work 55% i. Phone Blackberry • Blackberry’s are the most commonly used devices for accessing Mobile Internet services in the UAE Other Smartphone Approximately what proportion of the time do you access the Internet from Mobile Internet versus fixed Internet? Where do you most commonly access the Internet from using your Mobile Broadband service? 10% 37% 26% 63% Mobile Internet 64% Fixed Internet Home Work Others 53
ICT in the UAE – ICT Survey 2010 Mobile Internet – Usage (2) • General Internet browsing and emailing are the activities most commonly undertaken by users of Mobile Internet services Which activities do you most commonly use Mobile Internet for? On-line shopping Other Working from home Online banking Watching or listening to streaming services (e. g. radio, movies, TV, sports broadcasts) Instant messaging Visiting social networking sites General Internet browsing Checking/ writing emails 2% 7% 8% 8% 16% 26% 38% 53% 57% 54
ICT in the UAE – ICT Survey 2010 Mobile Internet – Usage (3) • 59% of individuals that use Mobile Internet services would use it more often if the download speeds were higher, and 55% if prices were lower Which of the following factors might lead you to use Mobile Internet more often? 100% 75% 56% 55% 50% 39% 25% 0% Improved download speeds for mobile Reduced prices for mobile Internet Improved Internet content 55
ICT in the UAE – ICT Survey 2010 Social Networking 56
ICT in the UAE – ICT Survey 2010 Social Networking Have you set up a profile on a social networking site? 45% • 45% of individuals have set up a profile on a social networking site • 85% of individuals that have a social networking profile access the sites via PC or laptop, and 15% via mobile phone 55% Yes • Of those that don’t have a profile set up on a social networking site, 7% intend to set one up within the next 12 months No Which devices do you use to access social networking sites? 100% 80% 60% 40% 20% 0% 93% Do you intend to set up a profile on a social networking site within the next 12 months? 7% 26% 17% PC/ Laptop Mobile Phone 67% Yes No Don't know 57
ICT in the UAE – ICT Survey 2010 Social Networking • Facebook is by far the most commonly used social networking site Which social networking sites do you use? 100% 97% 75% 50% 25% 9% 6% 2% 2% 1% 3% Bebo Linked In Picasa Other 0% Facebook Twitter My. Space 58
ICT in the UAE – ICT Survey 2010 Social Networking • Users of social networking sites in the UAE tend to access those sites very regularly, with 44% visiting them every day 50% 44% How often do you visit the social networking site/s you have a profile on? 40% 30% 25% 20% 15% 12% 10% 3% 1% 0% Every day Every second day Twice a week Once a month Less often 59
ICT in the UAE – ICT Survey 2010 Social Networking • The majority of people use social networking sites to communicate with family and friends What do you use social networking sites for? 80% 77% 70% 60% 52% 48% 50% 40% 32% 30% 16% 20% 8% 10% 6% 0% Communicate with family/friends I rarely see Look for old friends I have lost contact with Look at other people’s sites Other uses 60
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction 61
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction - Fixed • Overall, 93% of individuals are satisfied with their fixed line services How satisfied are you with the following elements of fixed telephony services? 100% 93% 92% 84% 74% 80% 74% 64% 55% 60% 40% 16% 20% 4% 20% 26% 18% 17% 9% 7% 1% 6% 1% 17% 2% 4% 0% Overall fixed line service Satisfied Price of national calls to a mobile phone Quality of the Network Neither Satisfied nor Dissatisfied Problem resolution (e. g. repairing, fixing the landline etc) Dissatisfied 62
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Mobile (1) • Overall, 86% of individuals are satisfied with mobile calling services How satisfied are you with the following elements of mobile services in the UAE? 100% 88% 86% 82% 80% 79% 74% 80% 60% 48% 40% 29% 22% 20% 22% 15% 11% 4% 14% 5% 5% 9% 12% 4% 4% 5% 0% Overall mobile Price of national Quality of the Ability to make Voice quality service calls from mobile customer service calls without being cut off Satisfied Neither Satisfied nor Dissatisfied Choice of Mobile Coverage services available Dissatisfied 63
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Mobile (2) • Of the 14% of individuals that said they have switched from one mobile operator to another in the UAE, price was most common reason for making the switch Why did you switch mobile operators? 100% 75% 48% 50% 18% 25% 14% 12% 3% 5% 0% The other operator had lower prices The other operator had better mobile coverage The other operator had better roaming charges Other 64
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Fixed International Calls • Individuals were typically satisfied with the quality of international calls from their fixed line phones, but not as satisfied with the price of calls How Satisfied Are You With Following Elements Of International Calling From Your Fixed Line Phone? 100% 84% 80% 60% 42% 39% 40% 19% 11% 20% 5% 0% The price of international calls Satisfied The quality of international calls Neither Satisfied nor Dissatisfied 65
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Mobile International Calls • Individuals were typically satisfied with the quality of international calls from their mobile phones, but not as satisfied with the price of these calls How Satisfied Are You With Following Elements Of International Calling From Your Mobile Phone? 100% 84% 80% 60% 48% 35% 19% 11% 20% 4% 0% The price of international calls Satisfied The quality of international calls Neither Satisfied nor Dissatisfied 66
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Fixed and Mobile International Calls • 17% of fixed telephony users and 26% of mobile users sometimes ask people from other countries to call them rather than them calling the people overseas. Most did so because it was cheaper for people from call them from other countries than it was for them to call other countries Why do you ask people from other countries to call you instead of you calling them? 100% 95% 75% 50% 26% 25% 9% 12% 0% It is cheaper for people to call me from other countries Convenience Fixed To get better voice quality Mobile 67
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Internet (1) • Individuals are generally satisfied with their Internet Service offerings. However, 22% are dissatisfied with the price of their Internet services How satisfied are you with the following elements of your home Internet service? 100% 89% 77% 80% 76% 75% 66% 56% 60% 40% 21% 22% 20% 14% 7% 4% 8% 1% 1% 6% 1% 19% 16% 15% 7% 2% 12% 2% 3% 0% Overall Internet service Satisfied Speed Price Customer service Neither Satisfied nor Dissatisfied The range of services Dissatisfied Range of operators to choose from Don't Know/can't Say 68
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Internet (2) • 20% of individuals said they would either definitely or probably switch Internet providers if they had the choice to do so • 40% would either definitely not or probably not switch If you had the choice of switching from your existing Internet provider to another provider, how likely is it that you would switch? 20% 41% Would definitely or probably switch Don’t know/ haven’t decided yet 40% Probably or definitely would not switch 69
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Internet (3) • Price, followed by Internet speeds, are considered to be the most important factors that would drive a consumer to switch from one Internet provider to another What would be the most important factor that would drive you to switch to another provider? 100% 75% 64% 50% 19% 25% 8% 6% 1% 1% 0% The other service provider’s prices were lower The other service provider offered better customer service General preference for another service provider 70
ICT in the UAE – ICT Survey 2010 Consumer Satisfaction – Mobile Internet • 79% of Mobile Internet users are satisfied with their Mobile Internet services How satisfied are you with the following elements of your Mobile Internet service? 100% 79% 74% 71% 80% 53% 60% 40% 29% 24% 19% 18% 6% 2% 21% 4% 0% Overall mobile Internet service Satisfied The speed of the connection The price of mobile Internet services Neither Satisfied nor Dissatisfied Quality of customer service Dissatisfied 71
ICT in the UAE – ICT Survey 2010 Service Complaints Have you ever submitted a complaint in relation to your telecommunication services in the UAE? If yes, who to? 97% 85% 100% 75% • 58% of these complaints related to Internet services, 27% to mobile services and 24% to fixed telephony 50% 25% 15% 3% • 3% of individuals have complained to the TRA and 15% to their telecommunications service providers at some point regarding their services in the UAE 0% TRA Service Provider Yes No Which service or services did the complaint/s relate to? 100% 75% 58% 50% 27% 24% 25% 15% 4% 1% 0% Internet Mobile Fixed telephony General Mobile broadband complaint/s across multiple services Data services 72
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ICT in the UAE – ICT Survey 2010 Sample Structure – Fixed Line Section • The survey sample frame was designed to ensure the results were as representative as possible of the entire population of the UAE of people aged between 15 and 74 Emirate 3% 3% Nationality 6% 4%3% 17% 35% 18% 46% 30% Emirati Expat Asian 34% Dubai Sharjah Fujeirah Umm Al Quwain Expat Arab Westerners/ Other Abu Dhabi Ajman Ras Al Khaimah 74
ICT in the UAE – ICT Survey 2010 Sample Structure – Mobile and Internet Sections Emirate Gender Dubai 3% 3% Abu Dhabi 35% 18% 23% Sharjah Ajman Fujeirah Ras Al Khaimah 77% Umm Al Quwain 35% Male Female Nationality 7% 17% Emirati Expat Arab Expat Asian 46% 31% Westerners/ Other 75
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