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7/28/2019 Business Survey 2011 English
http://slidepdf.com/reader/full/business-survey-2011-english 1/59
ICT in the UAEBusiness Survey - 2011
July 2011
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2
Background 3Methodology 4
Introduction and Main Results 6
Fixed Line Telephony 12
Mobile Telephony 16
International Services 28
Internet Services 32
Mobile Internet 41
Networks & Advanced Services 44
E-Commerce 46
Consumer Satisfaction 49
Table of Contents
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3
Background
In the first half of 2011, the TRA undertook an intensive survey focusing on business
usage of ICT services in the UAE in order to better understand business perceptions
on their usage of, and demands for, ICT services. This survey complements the TRA’ssurvey on residential usage of ICT services in the UAE undertaken in 2010 (available
at: http://www.tra.gov.ae/ict_in_uae.php )
The business survey spanned multiple services including fixed telephony, mobile
telephony, Internet, advanced telecommunication services and E-commerce and
reviewed:
• the extent to which businesses in the UAE have access to ICT services;
• the extent to which businesses in the UAE use the ICT services that they are
connected to;
• the extent to which businesses are satisfied with their ICT services; and
• the extent to which businesses in the UAE engage in E-commerce activities.
The TRA also completed a similar ICT survey for businesses in 2009. The results of
the 2009 survey can be found at: http://www.tra.gov.ae/ict_in_uae.php
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Methodology (1)
The survey was conducted by face-to-face interviews with calls back where
necessary to ensure the authenticity of the responses. A total of 1,500
businesses across the UAE participated in this study. The businesses weredrawn from all seven Emirates.
The surveyors targeted the key/joint decision maker of the business regarding
the subscription decisions and expenditure on ICT services.
The E-Commerce section of the survey was only used if the key/joint decision
maker was authorized to engage in an e-commerce activity within the
company.
The survey was limited to businesses with 10 or more employees.
4
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Dubai,
46%
Abu
Dhabi,
32%
Northern
Emirates
22%
Emirate
Small
(10-49)
53%
Large
(250 &
more)
14%
Size
Methodology (2) - Sample Structure
Distribution of Businesses by:
5
Medium
(50-249)
33%
2%
5%
11%
15%
19%
21%
27%
Agriculture
Financial
Transport & Communications
Industrial
Construction
Services
Trade
0% 10% 20% 30%
17%
2%
5%
7%
10%
11%
21%
26%
Others
Restaurants & Hotels
Financial Services
IT & Telecomm Services
Services
Manufacturing
Construction
Retail Trade & Wholesale
0% 10% 20% 30%
Sector Industrial Classification
Base : All businesses–
1500
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Not
important
1%
Important
6% Very
important
93%
Importance of telecommunications to the running of the business
99% of the organizations across the country consider telecommunications as an
important aspect to the running of their business.
6
Introduction and Main Results - General
Base : All businesses–
1500
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7
No 1%
Yes99%
Businesses with Fixed Line
No
40%
Yes
60%
Business provides an employee with a paid Mobile Phone
No 8%
Yes
92%
Businesses with Internet Access
Introduction and Main Results - Subscription
6%
3%
5%
7%
9%
94%
Others
Leased lines
Internet dedicated access
Dial-up
Mobile Broadband
Fixed Broadband
0% 50% 100%
Types of Internet Connection
Base : All businesses–
1500
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8
Introduction and Main Results
No,
66%Yes,
9%
Not aware
of service,25%
Carrier Selection used for
International callsPercent of employees routinely using a computer at work
No
56%
Yes
44%
79% 82%
21% 18%
0%
20%
40%
60%
80%
100%
Calls From Mobile Calls From Fixed
Domestic International
Breakdown of call expenses of Mobile & Fixed Telephones
5%
11%
0%
10%
20%
Sales Purchases
Online Sales & Purchases
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9
28%
12%
24%
18%
11%
5%
3%
AED 5001 or more
AED 3001-5000
AED 1001-3000
AED 501-1000
AED 301-500
AED 151-300
AED 150 or less
0% 10% 20% 30% 40% 50%
Mobile Telephony
Introduction and Main Results - Spending
22%
13%
31%
17%
16%
1%
AED 5001 or more
AED 3001-5000
AED 1001-3000
AED 501-1000
AED 101-500
AED 100 or less
0% 10% 20% 30% 40%
Fixed Telephony
Business Monthly Spending on:
• 35% of businesses spend over AED 3,000 per month on a fixed telephone line.
• 40% of the businesses using mobile phones spend over AED 3,000 per month on mobile
telephony services.
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10
Introduction and Main Results – Satisfaction
87% 87% 83%
40%
10% 11%11%
49%
1% 3%6%
11%
0%
20%
40%
60%
80%
100%
Overall Fixed Overall Mobile Overall Internet Overall Mobile Internet
Satisfied Neither Satisfied or Dissatisfied Dissatisfied
Overall Satisfaction of Telecommunication Services
In general, businesses are satisfied with fixed, mobile and internet services, but less
satisfied with mobile internet services.
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Introduction and Main Results
11
Indicator %
Personal computer (Desktop, laptop, handheld) 96%
Fixed telephone lines (including Fax lines) 99%
Mobile phone that business pays for 60%
Internet connection 92%
Employees routinely use Internet at work 46%
Businesses with Local Area Network (LAN) 85%
Businesses with website presence 70%
Key results of the survey
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12
Fixed Line Telephony
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No
1% Yes 99%
Fixed Line Telephony - Subscriptions
• 99% of the businesses across the country have a fixed telephone line.
• 87% of businesses have Etisalat as their primary provider while 8% have both Etisalat and
du
Fixed Line Subscriptions
13
Both 8%
du 5%Etisalat
87%
Base : All businesses–
1500
Fixed Lines Distribution
Base: All businesses with fixed telephone service -1481
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Average number of calls originated from Fixed Telephone per day
Base: All businesses with fixed telephone service -1481 14
24
108
132
International calls
Calls to mobile phone in UAE
Calls to fixed line phone in UAE
0 50 100 150
Fixed Line Telephony – Usage
91% of calls originated from fixed lines are for domestic calls, of those 55% are
terminated on a fixed network (i.e. calls to another fixed phone within the UAE).
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22%
13%
31%
17%
16%
1%
AED 5001 or more
AED 3001-5000
AED 1001-3000
AED 501-1000
AED 101-500
AED 100 or less
0% 10% 20% 30% 40% 50%
Fixed Line Telephony – Spending
• At least 35% of businesses spend AED 3,000 or more per month on fixed line services.
• 82% of call expenses made through fixed lines are of domestic calls.
Monthly spending on Fixed Telephone Line
15
International18%
Domestic82%
Breakdown of call Expenses made from
Fixed Telephone Line
Base: All businesses with fixed telephone service -1481
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16
Mobile Telephony
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No
40%Yes
60%
Business provides an employees with
a paid Mobile Phone
Mobile Telephony – Subscription (1)
Base: All businesses with mobile service users -894
6%
2%
10%
17%
23%
86%
Others
Easy accessible
Cheaper than fixed lines
Mobile phones have better
service quality
Easy to control spending with
mobile phones
Employees work out of office
0% 10% 20% 30% 40% 50% 60% 70% 80%90%
Reasons why business provides an employeewith a paid Mobile Phone
60% of businesses provide employees with paid mobile phones with the high mobility of
employees being the most prominent reason.
17
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Mobile Telephony – Subscription (2)
Base: All businesses with mobile service users -894
18
Average Mobile Subscriptions per Business
Both 29%
only
Prepaid
18%
Only
Postpaid
53%
Percentages of Prepaid & Postpaid Mobile Subscriptions
• On average businesses have 20 mobile subscriptions from Etisalat and 6 from du .
• 53% of businesses have only post paid subscriptions, whilst 29% have both post paid
and prepaid subscriptions .
Subscription Type
Average
Number per
Business
Base
Etisalat Prepaid 14 371
Etisalat Postpaid 19 678
du Prepaid 17 135
du Postpaid 18 159
20
6
0
4
8
12
16
20
Etisalat du
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2%
1%
9%
32%
43%
46%
70%
Others
My family/friends/workplace bought this type of subscription for me. I didn’t have any choice
This subscription was part of a good offer/package deal
that I took advantage of
International roaming is easier to use with a postpaid
subscription
Postpaid subscriptions offer a greater range of services andproducts
I want the bill breakdown that comes with postpaid
subscriptions
I prefer the convenience of never running out of credit
0% 20% 40% 60% 80%
Reasons for using a Postpaid Subscription
Mobile Telephony –Subscription (3)
Base : All businesses who are postpaid mobile users -730
19
The majority of the businesses reported that the convenience of never running out of
credit is the main reason for using postpaid.
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2%
3%
8%
10%
49%
51%
55%
Others
My family/ friends/ workplace bought this type of
subscription for me. I didn’t have any choice
I recharge only when I have the money. I don’t want to
pay a bill at end of month
This subscription was part of a good offer/ package
deal that I took advantage of
I don’t want to pay for a monthly subscription
It is cheaper to buy the line
I want to manage my monthly expenditure
0% 20% 40% 60%
Reasons for using a Prepaid Subscription
Mobile Telephony – Subscription (4)
Base : All Businesses who are Prepaid Mobile users - 422
55% of the businesses reported that managing the monthly expenditure is the main
reason for using a Prepaid Subscription.
20
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4%
2%
5%
13%
15%
32%
62%
Others
Mobile phone handsets are tooexpensive
Mobile phone services are too
expensive
Employees use their own personal
mobile phones and pay for it
Employees use their own personalmobile phones for business & business
pays for it
Don’t need it
Use fixed phone lines instead
0% 50% 100%
Reasons for not having any mobile phone services
Yes
2% No
80%Don't know
18%
Whether business considers getting a mobile phone
within the next 6 months
Mobile Telephony – Subscription (5)
Most of the businesses that do not have a mobile phone subscription say it is because
they use a fixed phone line instead (62%).
21Base : All businesses not having businesses paid mobiles–
606
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Majority of businesses pay for multiple mobile services for employees.
Base: All businesses with mobile service users -894
Mobile Telephony – Usage (1)
22
7%
9%
14%
48%
58%
Bulk SMS
Data bundles (see Etisalat and du website for
examples)
iPhone Packages
Blackberry Packages
International Roaming
0% 10% 20% 30% 40% 50% 60% 70%
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Average number of calls originated from Mobile per day
Base: All businesses with mobile service users -894
Mobile Telephony – Usage (2)
23
24
58
109
International calls
Calls to fixed line phone in UAE
Calls to another mobile phone
in UAE
0 50 100 150
• 87% of calls originated from mobiles are for domestic calls, of those 65% are terminated
on a mobile network (i.e. to another mobile phone within the UAE).
•The majority of the SMSs are sent to local numbers in the UAE with average of 7 SMSsper day
UAE 84%
Types of SMSs sent
International
16%
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Yes
12%
No
86%Don't
know
2%
Switch from one mobile operator
to the other
3%
1%
3%
8%
40%
93%
Others
Due to the network problem
The other operator had better
mobile coverage
I was unhappy with level of
customer service I was receiving
Other operator was offering apromotion
The other operator had lower
prices
0% 20% 40% 60% 80% 100%
• 12% of businesses have switched from one mobile operator to another.
• Most (93%) of the businesses have said that price was a reason for them to switch
mobile operators.
Reasons for switching mobile operators
Mobile Telephony – Usage (3)
24Base : All businesses with mobile service users and switched to other operators – 102
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Very difficult
3%
Not very easy
16%
Fairly easy
52%
Very easy29%
Ease in switching mobile operators for businesses
Mobile Telephony – Usage (4)
52% of businesses said it was fairly easy to switch their mobile operator.
Base : All businesses with mobile service users and switched to other operators – 102
25
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Never
65%
Changing mobile calling patterns to take
advantage of promotions
The majority of the businesses were not interested in changing their calling patterns
to take advantage of promotions offered by service providers.
Base: All businesses with mobile service users - 894
Mobile Telephony – Usage (5)
26
Sometimes
30%
Always 5%
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28%
12%
24%
18%
11%
5%
3%
AED 5001 or more
AED 3001-5000
AED 1001-3000
AED 501-1000
AED 301-500
AED 151-300
AED 150 or less
0% 10% 20% 30% 40% 50%
Business monthly spending
on Mobile Telephony
Mobile Telephony –Spending
Base: All businesses with mobile service users - 894
• 64% of businesses using mobile phones spend over AED 1,000 per month on Mobile
Telephony services.
• Domestic calls account for almost 80% of the total mobile expenses.
Domestic
79%
International
21%
Breakdown of call expenses for Mobile Calls
27
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International Services
28
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29
Destination Total Agriculture Construction Financial Industrial Services TradeTransport &
Communication
India 29% 4% 19% 6% 16% 21% 26 % 9%
UK 7% 0 14% 18 % 14% 25% 18% 10%
Saudi 7% 2% 11% 0 28% 17% 28% 15%
Oman 5% 3% 19% 6% 19% 11% 25% 17%
USA 5% 0 23% 9% 9% 20% 26% 14%
Qatar 5% 0 29% 7% 23% 10% 23% 10%
Pakistan 5% 3 % 10% 13% 26% 13% 13% 23%
China 4% 0 4% 0 21% 0 75% 0
Germany 3% 5% 5% 5% 16% 11% 42% 16%
Egypt 2% 0 36% 7% 14% 14% 14% 14%
International Services - Top 10 Destinations from a Mobile Phone
Mobile Top 10 destinations
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30
Destination Total Agriculture Construction Financial Industrial Services TradeTransport &
Communication
India 28% 3% 23% 6% 16% 23% 21% 8%
Saudi 7% 1% 10% 6% 28% 24% 18% 13%
UK 6% 0 18% 15% 16% 27% 16% 8%
Oman 6% 0 15% 0 29% 18% 29% 9%
Qatar 6% 2% 21% 6% 25% 15% 19% 13%
China 5% 2% 13% 0 21% 6% 47% 11%
Pakistan 5% 2% 13% 13% 19% 15% 21% 17%
USA 5% 2% 23% 9% 7% 23% 21% 14%
Iran 4% 3% 6% 3% 12% 6% 62% 9%
Egypt 2% 0 32% 9% 5% 32% 9% 14%
International Services –Top 10 Destinations from a Fixed Telephone
Fixed Telephone Top 10 destinations
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31
146
143
International Calls From
Mobile per week
International Calls From
Fixed per week
140 142 144 146 148
No,
66%Yes, 9%
Not aware of
service, 25%
Carrier Selection usage for
International calls
21%
18%
International Calls
Expenses From Mobile
International Calls
Expenses From Fixed
15% 20% 25%
International Services – Usage & Spending
• Businesses spent 21% of total mobile expenses on international calls, whereas 18% was
spent from fixed telephony on international calls.
• 25% of Businesses were not aware of the carrier selection service.Average of number of
International calls per week
Percentage of International calls
expenses from Fixed & Mobile
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Internet Services
32
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No 8%Yes
92%
Business with Internet Access
Internet Services – Subscription (1)
33
• 92% of businesses had an internet connection.
• Etisalat was the single largest provider of internet services in the business sample.
Distribution of Internet Subscriptions by Provider
Both 3%
du 4%
Etisalat
93%
Base: Businesses with internet connection– 1385
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6%
3%
5%
7%
9%
94%
Others
Leased lines
Internet dedicated
access
Dial-up
Mobile Broadband
Fixed Broadband
0% 50% 100%
Types of internet connections
2%
13%
5%2%
2%
4%
6%
9%
1%
10%
18%
22%
5%
Don’t know
100 Mbps
40 Mbps30 Mbps
24 Mbps
16 Mbps
8 Mbps
4 Mbps
3 Mbps
2 Mbps
1 Mbps
512 kbps
256 kbps
0% 10% 20% 30% 40% 50%
Businesses by Broadband speed
Internet Services – Subscription (2)
94% of businesses have fixed broadband internet & 55% of them are on speeds of
2Mbps or less.
34Base: Businesses with internet connection– 1385
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3%
5%
5%
6%
19%
33%
Want to limit our expenses
It's required for our company
Email account / we are getting
email account free with dial-up
connection
If travelling we can view mails
Dial-up was free with BB
connection
Have dial-up as backup for
Broadband
0% 5% 10% 15% 20% 25% 30% 35%
Reasons for havingDial-up and Broadband internet subscriptions
Yes
47%
No
35%
Don't
know18%
Subscription contract signed with a minimum period
Internet Services – Subscription (3)
35
• 47% of subscribers were on a 12-month contract for their internet package
• Dial-up was used by many businesses as a back up to broadband .
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3%
10%
17%
30%
43%
Other
Don’t know enough about BB
to understand benefits
Dial-up connection received
free from Etisalat
Broadband is too expensive
Dial-up meets my Internet
needs
0% 50%
Reasons for having a dialup connection only
3%
7%
10%
13%
17%
Others
Nothing –I do not want to
switch to broadband
More information on
broadband services
Improved quality of services
A reduction in the price of
broadband services
0% 10% 20%
Yes
13%
No
50%
Don'tknow
37%
Internet Services – Subscription (4)
Intention to switch to Broadband within
6 months
Factors that may cause a switch from
dial-up to broadband
36
• For organizations with only a dial-up connections the expense of
broadband was an important issue.
• 17% of organizations said they would switch to broadband if the
price of a broadband service fell.
Base: Businesses with dial-up connection – 30
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1%
1%
1%
3%
7%
7%
10%
50%
Lack of relevant content in preferred language
The procedure is lengthy
Operator failed to give connection
Don’t know how to use the Internet
Don’t want staff mis-using the Internet
Have free access to the Internet
The cost is too high
It is not required for the business
0% 20% 40% 60%
Internet Services – Subscription (5)
Base: Businesses who do not have an internet connection – 115
Half of the businesses without internet access reported that they don’t have an
internet connection because it is not required for their business.
37
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Employees routinely use Computer at work
No
56% Yes
44%
Internet Services – Usage (1)
No
54% Yes
46%
Employees routinely use Internet at work
38
• 44% of employees routinely use a computer at work.
• 46% routinely access the internet.
Base: Businesses with internet connection–
1385Base: Businesses with computer –
1460
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8%
8%
13%
28%
40%
42%
50%
56%
58%
71%
99%
Delivering products online
Staff training
Internal or external recruitment
Accessing other financial services
Providing customer services
Interacting with government
agencies
Posting information or instant
messaging
Internet banking
Getting information from
government organizations
Getting information about goods
or services
Sending or receiving email
0% 50% 100%
Arabic based
sites
12%English based
sites
85%Other language
based sites
3%
Sites visited by languageInternet activities during last month
Internet Services – Usage (2)
39
• Sending/receiving emails followed by obtaining information were the most popular usage
of the internet.
• The majority of websites accessed where English language websites.
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1%
4%
20%
23%
53%
Don’t know
Don’t have a website but intend
to get one in next 12 months
Don’t have a web-site
Website with a “.ae” domain
Website with another domain
(e.g. “.com”, “.net”, etc.)
0% 20% 40% 60%
Types of web presence of the Business
English only
79%
Arabic Only1%
English and
Arabic
20%
Language of the business’s website
Internet Services – Usage (3)
40
• 70% of businesses had a website. Of these 21%
used the .ae domain.
•The majority of these websites were in Englishonly with 20% being in English and Arabic.
Activities business uses website for
3%
44%
64%
85%
94%
Market research
Engage business transactions
with customers
Engage in advertising/marketing
Communication with customers
Provide product/service
information to customers
0% 50% 100%Base: Business with website presence–
1044
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Mobile Internet
41
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5%
35%
71%
Don’t know
PC with data card
Mobile phone
0% 50% 100%
Mobile Internet – Subscription and Usage (1)
FixedBroadband
80%
Mobile
Broadband
20%
Proportion of time internet is accessed using Mobile
Internet compared to Fixed Internet servicesDevices used to access Mobile Internet
Base : All businesses who have mobile broadband connection – 119
• Mobile internet was mainly accessed from a mobile phone.
• Businesses with both Mobile and Fixed Broadband spend 80% of time on internet using
Fixed Broadband and 20% using Mobile Broadband.
42
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5%
5%
10%
50%
55%
65%
91%
Others
On-line shopping
Watching or listening to
streaming services e.g radio
Working from home
Instant messaging
General Internet browsing
Checking or Sending email
0% 20% 40% 60% 80% 100%
Mobile Internet – Usage (2)
Base : All businesses who have mobile broadband connection – 119
Mobile Internet Activities
43
• Sending/receiving emails followed by general browsing were the most popular usage
of mobile internet.
• 47% of businesses said a reduction in price will lead to great usage of mobile internet
Factors Leading to Use Mobile Internet More Often
12%
34%
38%
47%
Improved Internet Contents
No change in Pattern
Improved Download Speeds
Reduced prices of Mobile
Internet
0% 20% 40% 60%
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44
Network and Advanced Services
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2%
3%
3%
3%
5%
6%
8%
9%
12%
14%
ATM
Satellite services (e.g. VSAT)
Managed Ethernet services
SMS Broadband Services
Managed WAN services
International leased line services
Toll free 800 numbers
Virtual Private Networks
Internet Dedicated Access
Domestic leased line services
0% 5% 10% 15% 20% 25% 30%
10%
8%
24%
85%
Don't know
Extranet
Intranet
LAN (Local Area
Network)
0% 50% 100%
Advanced Telecommunication ServicesTypes of Networks
Networks & Advanced Services
45
92% of businesses had some type of advanced network service. Of these 85% had a local
area network (LAN) and 14% used domestic leased lines.
Base : Businesses with networks – 1385
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46
E-Commerce
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1%
1%
2%
4%
13%
83%
Internet-enabled mobile
phones
Extranets
EDI over the Internet
Specialized Internet market
places (e.g. eBay, Dubizzle, etc.)
Web sites
We do not make purchases
online
0% 20% 40% 60% 80% 100%
Modes of Online Purchases
E-Commerce – Online Purchases
Online
11%
Offline
89%
Purchases
Base : All businesses– 1500
47
• 11% of businesses made purchases online.
• Of those businesses who made purchases online, purchasing through a website was
the most prevalent.
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1%
1%
2%
2%
7%
90%
Internet-enabled mobile
phones
EDI over the Internet
Extranets
Specialized Internet market
places (e.g. eBay, Dubizzle)
Web sites
We do not make online sales
0% 50% 100%
Modes of Online Sales
E-Commerce – Online Sales
Online 5%
Offline
95%
Sales
Base : All businesses– 1500
48
• Only 5% of businesses had online sales.
• Of those businesses who had online sales, sales thorough their website were the
most prevalent
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49
Consumer Satisfaction
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5050
Satisfaction with Fixed Telephone Services
0%
20%
40%
60%
80%
100%
Overall Fixed LineServices
Price of National Callsfrom Fixed
Quality of Customer Service -Fixed
Quality of the Network Choices of ServicesMade Available of
Fixed Line
87%
58%
75%
90%
79%
10%
22%
14%
8%
17%
3%
20%
11%
2%4%
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
Satisfaction (Fixed Telephony)
20% of businesses were dissatisfied with national call prices while 11% were
dissatisfied with customer service quality
Base: All businesses with fixed telephone service -1481
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51
Satisfaction (Fixed Internet)
51
0%
20%
40%
60%
80%
100%
Overall InternetServices
Price of Internet Quality of Customer Service -Internet
Speed of InternetConnection
Range Internet Service(Speed & Package)
83%
44%
73% 73%75%
11%
28%
17% 15%19%
6%
28%
11% 12%
7%
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
Satisfaction with Fixed Internet Services
28% of businesses were dissatisfied with internet prices while 12% were dissatisfied
with internet speeds.
Base: Businesses with internet connection– 1385
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5252
0%
20%
40%
60%
80%
100%
Overall MobileServices
Price of NationalCalls from Mobile
Quality of Customer Service -Mobile
Ability to Call DropMobile
Choices of ServiceAvailabe
Mobile Coverage
87%
43%
77%
88%
78%
89%
11%
27%
16%10%
18%
9%3%
30%
8% 3% 4% 2%
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
Satisfaction (Mobile Telephony)
Satisfaction with Mobile Services
The highest level of dissatisfaction came with national call
prices followed by quality of customer service.
0%
20%
40%
60%
80%
100%
SMS Price
78%
13% 9%
Satisfaction with SMS Services
Base: All businesses with mobile service users - 894
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5353
0%
20%
40%
60%
80%
100%
Price of BlackBerryPackages
Range of BlackBerryPackages
52%
73%
22%17%
26%
10%
Satisfied
Neither Satisfied nor Dissatisfied
Dissatisfied
0%
20%
40%
60%
80%
100%
Price of Iphone Packages Range of Iphone Packages
50%
59%
20%
26%30%
16%
Satisfied
Neither Satisfied nor Dissatisfied
Dissatisfied
Satisfaction (Blackberry and iPhone Services)
Satisfaction with BlackBerry Services Satisfaction with iPhone Services
52% of businesses were satisfied with the price of BlackBerry services while 73% were
satisfied with the range of packages. For iPhones the level of satisfaction was lower.
Base: All businesses with BlackBerry packages users - 425 Base: All businesses with Iphone packages users - 121
S i f i (M bil I )
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5454
0%
20%
40%
60%
80%
100%
Overall Mobile InternetServices
Price Mobile Internet Quality of Customer Service - Mobile Internet
Mobile Internet Speed
40%
18%
41%38%
49%45%
28%
33%
11%
38%
31%29%
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
Satisfaction (Mobile Internet)
Satisfaction with Mobile Internet Services
Mobile internet had high levels of dissatisfaction with prices, speed and quality of
customer care.
Base : All businesses who have mobile broadband connection – 119
S ti f ti (I t ti l C lli S i )
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5555
0%
20%
40%
60%
80%
100%
Price of International Callsfrom Fixed
Quality of International Callsfrom Fixed
44%
91%
18%
7%
38%
2%
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
0%
20%
40%
60%
80%
100%
Price of International
Calls from Mobile
Price of International
Roaming- Mobile
Quality of International
Calls from Mobile
37% 38%
89%
17% 20%
9%
46%42%
2%
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
Satisfaction (International Calling Services)
Satisfaction with International Call
from Fixed Telephone
Satisfaction with International Call
from Mobile Telephone
• Businesses were satisfied with the quality of international calling but dissatisfied with
the price.
• 42% of businesses were dissatisfied with the price of international roaming.
S ti f ti (Ad d N t k S i 1)
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56
Satisfaction (Advanced Network Services 1)
56
0%
20%
40%
60%
80%
100%
Price of LeasedLine Quality of LeasedLine
50%
81%
27%
16%
24%
4%
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
Satisfaction with Leased Line Services
Businesses were satisfied with the quality of leased lines. Less so with the price.
Base: All businesses with leased line service - 218
S ti f ti (Ad d N t k S i 2)
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5757
0%
20%
40%
60%
80%
100%
Price of Ethernet Quality of Ethernet
35%
65%
50%
33%
15%
3%
Satisfied
Neither Satisfied nor Dissatisfied
Dissatisfied
Satisfaction with 800 Number ServicesSatisfaction with Ethernet Services
Satisfaction (Advanced Network Services 2)
Businesses were generally satisfied with Ethernet Services and 800 Number Services.
0%
20%
40%
60%
80%
100%
Price of 800 Number Quality of 800 Number
61%
85%
25%
11%13%
4%
Satisfied
Neither Satisfied nor Dissatisfied
Dissatisfied
Base: All businesses with managed ethernet service - 40 Base: All businesses with toll free service - 114
Satisfaction (Ad anced Net ork Ser ices 3)
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0%
20%
40%
60%
80%
100%
Price of ATM Quality of ATM
63%
78%
19%
9%
19%
13%
Satisfied
Neither Satisfied nor Dissatisfied
Dissatisfied
Satisfaction with Virtual Private Network Services
0%
20%
40%
60%
80%
100%
Price of VPN Quality of VPN
45%
76%
36%
18%19%
6%
Satisfied
Neither Satisfied nor Dissatisfied
Dissatisfied
Satisfaction with ATM Services
Satisfaction (Advanced Network Services 3)
Satisfaction levels for VPN services were higher than for ATM services.
S i C l i
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1%
2%
3%
11%
15%
38%
42%
Other
Mobile broadband
Data services
Mobile
General complaint/s
across multiple services
Fixed telephony
Internet
Nature of Complaints
Yes
19%
No
81%
Yes
54%No
46%
To the TRA
To Telecom Service Provider
Service Complaints
• 54% of businesses had at one stage complained to a service provider. Only 19% had
complained to the TRA.
• The majority of complaints were about the internet and fixed telephone services.