Consumer Experience of 2014 Full chart deck · 2 Source: Ofcom research, data as at Q1 2007- 2012; Q2 2013-2014 (mobile data user Q1 2013- 2014) Base: All adults aged 16+ Proportion

Consumer Experience of 2014

Full chart deck

Changing use of communications

1

2

Source: Ofcom research, data as at Q1 2007- 2012; Q2 2013-2014 (mobile data user Q1 2013- 2014)Base: All adults aged 16+

Proportion of households/ adults (%)

93 93 92 92 93 94 95 95

90 88 87 85 85 84 8484

64 67 70 73 76 79 82 83

5258

68 71 74 7678 78

65 65 6772 74 76

27 3038

4250

59

20 2132

39

5358

12 15 1713

8 60

20

40

60

80

100

2007 2008 2009 2010 2011 2012 2013 2014

Mobile telephony

Fixed telephony

Internet connection

Total broadband

Fixed broadband

Mobile data user(personal)Internet on mobile(personal)Mobile broadband dongleor datacard

Figure 1: Household take-up of communications services

3

4652 53

5965 66 68 72 70

76 78 78 82 80 82

56 5244 46 36

34

4752

59 62 66 63

5 8 8 8

412

29

46

3445

56

0%

20%

40%

60%

80%

100%

2000 2001 2002 2003 2004 2005 *2006 *2007 *2008 *2009 *2010 *2011 *2012 *2013 *2014

Any**

PC

Laptop

Netbook

Tablet

Smartphone

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q4 2000, 2133) (Q4 2001, 2159) (Q4 2002, 2138), (Q4 2003, 2150) (Q4 2004, 2131) (Q4 2005, 2214) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)*Note: Data for 2006-2013 based on Q2 data, all other data based on Q4. **Data for ‘Any’ for 2000-2010 refers to PC or laptop computers. Data for ‘Any’ for 2011-2013 also includes netbook or tablet computers but not smartphones.

Figure 2: Ownership of connected devices in the home

Figure 3: Most important device for connecting to the internet

4

40

51

36

29

28

29

20

12

14

17

11

12

23

21

33

22

27

23

15

14

16

30

33

35

0% 20% 40% 60% 80% 100%

All internet users

Of those with a laptop

Of those with a smartphone

Of those with a desktop and laptop in the household, andwho personally use a smartphone and tablet

Of those with a smartphone and who personally use atablet

Of those who personally use a tablet

Laptop Desktop Smartphone Tablet Other

Device owners (%)

Source: Ofcom research, Q1 2014 Base: All adults aged 16+ who use the internet at home or elsewhere (n = 2976 UK). Question: Which is the most important device you use to connect to the internet, at home or elsewhere? Note: “Other” responses include: “Netbook”, “Games console”, “Other device”, “None” and “don’t know”.

Source: Ofcom / operator dataNote: Includes estimates where Ofcom does not receive data from operators

Figure 4: Take-up of superfast broadband services

5

0.1 0.1 0.1 0.2 0.4 0.6 0.8 1.1 1.4 1.9 2.33.2 3.9 4.4 5.0 5.6 6.1

0.3 0.4 0.5 0.9 1.8 2.84.1 5.2 6.4

8.810.9

14.917.5

19.922.3

24.626.7

0

10

20

30

0

2

4

6

8

10

2010

Q1 Q2

Q3

Q4

2011

Q1 Q2

Q3

Q4

2012

Q1 Q2

Q3

Q4

2013

Q1 Q2

Q3

Q4

2014

Q1

Superfastconnections (leftaxis)

Superfast as a% of allconnections(right axis)

Per centConnections (millions)

6

65

13

2

69

19

2

75

22

3

78

29

5

83

31

8

82

35

8

0%

20%

40%

60%

80%

100%

Awareness of VoIP Stated current use of VoIP Have used VoIP in the past

2009

2010

2011

2012

2013

2014

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)

Figure 5: Awareness and current / previous use of VoIP

7

3

7

2 2 2

5

3 3 34

23

5

15

0%

20%

Tota

l

16-3

4

35-5

4

55+

AB C1

C2

DE

Wor

king

Not

wor

king

Ret

ired

Une

mpl

oyed

Oth

er n

otw

orki

ng

Stu

dent

Source: Ofcom communications tracking survey (Wave 2, 2014) Base: Adults without a TV in the household (2271)

Figure 6: Percentage of no TV households, by age, socio-economic group and employment status

8

64

78 79

70

6054

24

6862

28

3931 30 28

16

5

2431

26

40

29 3123

139

25 27

1722 23 23

72 3

17 171913 16

20 17

27 29

20 19

10 10 914

712

8 812

610

6 93 1 2

7 52 4 1 4 1 20

20

40

60

80

100

Total 16-24* 25-34 35-44 45-54 55-64 65-74 75+ Male Female

Email Text messaging/ SMS Calls made with a mobile phone

Social networking sites Calls made with a landline phone Face to face

Instant messaging Other types of communication

% o

f res

pond

ents

Source: Ofcom Post tracking survey Q3 2013-Q2 2014Base: All who say the number of items sent by post has decreased compared to 2 years ago (998) QC13: As your use of post has decreased compared to two years ago, which, if any of these forms of communication are you using more often instead of post? *16-24 not shown due to low base sizes

Figure 7: Communication methods used instead of post, by age and gender

Figure 8: Communication methods used instead of post, by socio-economic group and urbanity

9

64

75 72

5650

65 64

2823

33 3126 28 2826

2228 27 29 26

1417 18 20 21

1117

1319 16

12

2228

2016

10 12 10 9 9 914

6 59 6 4 6 9

2 2 1 2 3 2 10

20

40

60

80

100

Total AB C1 C2 DE Urban Rural

Email Text messaging/ SMS Calls made with a mobile phone

Social networking sites Calls made with a landline phone Face to face

Instant messaging Other types of communication

% o

f res

pond

ents

Source: Ofcom Post tracking survey Q3 2013-Q2 2014Base: All who say the number of items sent by post has decreased compared to 2 years ago (998) QC13: As your use of post has decreased compared to two years ago, which, if any of these forms of communication are you using more often instead of post?

Digital Day 2014

10

Figure 9: Media consumption activities

11

Activity types Grouped activities Activities Devices

Watching

TV or films on a TV setLive TV, recorded TV, on‐demand / catch‐up TV or films (free),downloaded or streamed TV or films (paid for) , TV or films on DVD, Blu‐ray, VHS video

A TV set (including TV set top box or DVD/Blu‐ray player, but excluding games console)

TV or films on another deviceLive TV, recorded TV, on‐demand / catch‐up TV or films (free),downloaded or streamed TV or films (paid for) , TV or films on DVD, Blu‐ray, VHS video

Any capable device except for TV set

Other video (short clips) Short online video clips Any capable device

Listening

Radio on radio setRadio (at the time of broadcast), on‐demand/’listen again’ radioprogrammes or podcasts

A Traditional analogue (FM/MW/AM) radio set (portable or fixed), a digital (DAB) radio set (portable or fixed), or an internet/WiFiradio set

Radio on another deviceRadio (at the time of broadcast), on‐demand/’listen again’ radioprogrammes or podcasts

Any capable device except for radio set types

Other audioPersonal digital music or audio collection , streamed online music,personal music collection on CD, vinyl record or cassette tapes, musicvideos (background listening)

Any capable device

Communicating

Voice communications By phone call, by video calls, Any capable device

Text communicationsThrough a social networking site (excluding checking updates), instantmessaging, email (reading or writing), text message, photo or videomessages (viewing or sending) or Snapchat,

Any capable device

Playing Games Games (on an electronic device) Any capable device

Read/browsed/used

Print mediaA newspaper/article (printed or online/digital including apps), amagazine /article (printed or online/digital including apps), a book(printed or eBook)

A printed copy (newspaper/book/magazine)

Other internet media

A newspaper/article (printed or online/digital including apps), amagazine /article (printed or online/digital, including apps), Otheronline news (not through an newspaper site), sports news /updates (notthrough a newspaper site), online shopping or ticketing site/ app, otherwebsites or apps ‐ including online banking, checking updates on socialnetworks (e.g. Facebook, Twitter) etc

Any capable device (excluding print)

Other non‐internet mediaA book (printed or e‐book), Other activities such as creating officedocuments/spreadsheets, creating or editing videos/music/audio, etc orother apps or software/programs

Any capable device

12

Figure 10: Average time spent using media and communications per day, by age group

Source: Digital Day 7 day diaryBase: All activity records for adults aged 16+ (108782), 16-24 (6910), 25-34 (16035), 35-44 (25304), 45-54 (26662), 55-64 (19918), 65+ (13953)

667

847

706654 680

615556

521 548 523 504549 517 495

All adults 16+ 16-24 25-34 35-44 45-54 55-64 65+

Including simultaneous activity minutes Excluding simultaneous activity minutes

8:41

11:07

9:08

14:07

8:43

11.46

8:24

10:54

9:09

11.20

8:37

10:15

8:159:16

13

Figure 11: Average daily total media and communications time spent (minutes), including simultaneous activity

Source: Digital Day 7 day diaryBase: All activity records (108782) for adults 16+ (108782); adults 65+ (13953)Note: For this analysis the calculations are made by generating mean times spent amongst all adults for each of the individual activities (including zeros). These mean times are then summed together to create total media and comms time, and time per activity type (hence includes all simultaneous activities).

667

257

146 121 11130

556

275

60106 103

11

Total mediaand comms

Watching Communicating Reading/Browsing/

Using

Listening Playing

All adults 65+ Proportion of total media and comms timeActivity Adults 16+ Adults 65+

Watching 39% 49%Communicating 22% 11%Reading/browsing/using 18% 19%Listening 17% 19%Playing 5% 2%

14

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100% Other non-internet media

Print media


Games

Text comms

Voice comms

Other audio

Radio on another device

Radio on radio set

Other video

TV or films on anotherdeviceTV or films on a TV set

Source: Digital Day 7 day diaryBase: All activity records for adults aged 65+ (13953) - data aggregated to 15 min slotsNote: The base of media activities changes every 15 min slot, so is much lower during sleeping hours

Figure 12: Proportion of media and communications activities across they day, adults aged 65+

15

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100% Other non-internet media

Print media


Games

Text comms

Voice comms

Other audio

Radio on another device

Radio on radio set

Other video

TV or films on another device

TV or films on a TV set

Source: Digital Day 7 day diaryBase: All activity records for adults aged 16+ (108782) - data aggregated to 15 min slots

Figure 13: Proportion of media and communications activities across the day, all adults 16+

96%84%

81%71%71%

61%52%

44%39%

33%33%

28%26%25%

22%22%

20%17%

15%13%

11%8%7%7%6%6%

2%1%

Live TVPhone calls

Live radioEmail

Newspapers (printed or digital inc. apps)A book (printed or eBook)

Recorded TVText messages

Other websites or appsMagazines (printed or digital inc. apps)

Other activities*On-demand / catch-up TV or films (free)

Games (electronic device)Personal music collection (physical format)

Other online news (not newspaper site)Online shopping or ticketing site/ app

Comms through a Social Networking siteTV or films (physical format)

Personal digital musicVideo calls

Sports news /updates (not newspaper site)Instant Messaging

Downloaded or streamed TV or films (paid-for)On-demand/’Listen again’ radio or podcasts

Short online video clipsPhoto or video messagesStreamed online music

Music videos (background listening)

16

Source: Digital Day 7 day diaryBase: All adults aged 65+ (259)*Other activities defined as ‘other activities such as creating office documents/ spreadsheets, creating or editing videos/ music/ audio, etc. or other apps or software/ programs’. Figures in red indicate significant differences from the reach among all adults at the 99% confidence level.

Figure 14: Weekly reach of each media and communications activities across the day, adults 65+

-20

-26

-10

-27

-11

-18-15

-14

-11

-10

-8

-16

+16+14

-18

-25

-11

17

Source: Digital Day 7 day diaryBase: All adults aged 65+ (259)*Other activities defined as ‘other activities such as creating office documents/ spreadsheets, creating or editing videos/ music/ audio, etc. or other apps or software/ programs’.

03:4601:27

00:3200:3200:3000:28

00:1900:18

00:1300:1000:0700:0600:0600:0500:0500:0400:0400:0300:0200:0100:0100:0100:0100:0100:00

Live TVLive Radio

Recorded TVNewspapers (Printed/ digital or apps)

Books (Printed or eBook)Email

Phone callsOther websites or apps

Other activitiesGames (electronic device)

On-demand / catch-up TV or films (free)Comms through a Social Networking sitePersonal digital music or audio collection

Personal music collection (Physical format)A magazine /article (printed or online/digital…

TV or films (Physical format)Text messaging

Other online news (not newspaper site)Downloaded or streamed TV or films (paid-for)

Sports news /updates (not newspaper site)On-demand/’Listen again’ radio or podcasts

Online shopping or ticketing site/ appStreamed online music

Video callsInstant Messaging

WATCHED

LISTENED

COMMUNICATED

READ/BROWSED/USED

PLAYED

Figure 15: Average time spent on each activity per day, among all adults 65+

4:35

1:42

1:00

0:10

1:46

18

Figure 16: Proportion of media and communications time, by age

Source: Digital Day 7 day diaryBase: All adults 16+ (1644), All activity records (1644) (108782), 16-24 (6910), 25-34 (16035), 35-44 (25304), 45-54 (26662), 55-64 (19918), 65+ (13953)

37%

24%

31%

34%

39%

45%

49%

2%

5%

3%

2%

1%

1%

1%

1%

3%

1%

10%

2%

8%

12%

13%

13%

15%

2%

3%

2%

3%

2%

1%

5%

9%

5%

5%

3%

3%

2%

2%

1%

2%

3%

6%

5%

5%

6%

6%

5%

4%

4%

16%

23%

20%

18%

14%

10%

7%

5%

9%

7%

4%

3%

3%

2%

11%

11%

12%

10%

10%

10%

10%

5%

7%

5%

5%

6%

5%

3%

All adults16+

16-24

25-34

35-44

45-54

55-64

65+

TV or films on a TV set TV or films on another device Short video clips Radio on radio setRadio on another device Other audio Print media Voice commsText comms Games Other internet media Other non-internet media

Average time spenthours:mins

9:16

10:15

11:20

10:54

11:46

14:07

11:07

Figure 17: Mean importance of each activity, adults 65+

19

Source: Digital Day 7 day diaryBase: All adults aged 16+ (1644)QA2. Using a scale from 1 to 10, where 1 means “Not at all important” and 10 means “Very important”, how important are each of these activities to you? Note: Question only asked among those who do each activity – mean scores rebased on everyone, with those who don’t do the activity allocated a zero ‘Other activities’ defined as ‘other activities such as creating office documents/ spreadsheets, creating or editing videos/ music/ audio, etc. or other apps or software/ programs’.

8.2

6.8 6.6 6.4 6.4 6.2

4.9 4.6 4.5 4.3 4.0 3.8 3.6 3.62.7 2.7 2.3 2.2 1.9 1.8 1.8 1.7

1.0 0.8 0.6 0.6 0.5 0.3

3.1

2.4

3.5

1.8

4.4

WATCHING

LISTENING

COMMUNICATING

READING/BROWSING/USING

PLAYING

20

69%

50%61% 67% 69%

80% 82%

16%

16%

18%17%

20%

13% 12%5%

7%

6%7%

4%3% 3%

3%

6%

6%3% 2%5%

13%

7% 5% 4% 2% 2%2%8%

2% 1% 1%

0%

20%

40%

60%

80%

100%

All adults 16-24 25-34 35-44 45-54 55-64 65+

Short online video clips on e.g.YouTube, News sites (inc. throughSocial Networking sites)

TV or films on DVD, Blu-ray, VHSvideo

Downloaded or streamed TV orfilms (paid-for) e.g. Lovefilm instant,Netflix, iTunes, Blinkbox

On-demand / catch-up TV or films(free) e.g. BBC iPlayer, 4oD, Skyon demand

Recorded TV (programmes or filmsstored on your personal/ digitalvideo recorder)

TV (live – at the time it is broadcast, including using the red button)

Source: Digital Day 7 day diaryBase: All watching activity records for adults 16+ (25272), 16-24 (1583), 25-34 (3390), 35-44 (5362), 45-54 (6012), 55-64 (4905), 65+ (4020)*Average time spent is the total average daily time spent watching media, including simultaneous activity

Figure 18: Proportion of watching activities, by age group

Averagetime spent*Hours:mins

4:17 4:14 3:51 3:50 4:31 4:37 4:35

21

71%

24%

65%74% 80% 83% 86%

2%

1%

5%2%

2% 2% 1%11%

30%

14%11%

8% 5% 6%6%

30%

4% 4% 2% 2% 1%7%5%

8% 8% 7% 7% 6%3%11% 5% 2% 1% 1%

0%

20%

40%

60%

80%

100%

All adults 16-24 25-34 35-44 45-54 55-64 65+

Music videos (i.e. music video channels or sites that you mainly used for background listening…)

Personal music collection on CD,Vinyl record or cassette tapes

Streamed online music (e.g. Spotify,Last.fm)

Personal digital music or audiocollection (e.g. on an ipod,smartphone, computer etc.)

On-demand/’Listen again’ radio programmes or podcasts

Radio (at the time of broadcast)

Source: Digital Day 7 day diaryBase: All listening activity records for adults 16+ (17290), 16-24 (999), 25-34 (2342), 35-44 (4113), 45-54 (4334), 55-64 (3284), 65+ (2218)*Total average daily time spent listening to media, including simultaneous activity

Averagetime spent*Hours:mins

1:51 1:39 1:44 1:56 2:11 1:52 1:42

Figure 19: Proportion of listening activities, by age group

22

18%25%

15% 20%13% 15% 11%

9%

14%

11% 5%7% 2%

1%

33%19%

29% 36% 42% 44%47%

17% 21% 24% 15% 12% 12%7%

2%5%

1%

20% 9% 19% 23% 26% 25%32%

2% 5% 1% 1% 1% 2%

0%

20%

40%

60%

80%

100%

All adults 16-24 25-34 35-44 45-54 55-64 65+

By video calls (includingSkype, Facetime, etc)

By phone call

By photo or video messages(MMS, viewing or sending) orSnapchatBy text message (SMS,including iMessage, reading orwriting)By email (reading or writingemails)

By Instant Messaging (e.g.MSN, WhatsApp, BBM)

Through a Social Networkingsite e.g. Facebook, Twitter(excluding checking updates)

Source: Digital Day 7 day diaryBase: All communication activity records for adults 16+ (37827), 16-24 (2626), 25-34 (5958), 35-44 (9330), 45-54 (9450), 55-64 (6459), 65+ (4004)*Total average daily time spent communicating through any device, including simultaneous activity

Average time spent*Hours:mins 2:26 4:21 3:15 2:48 2:15 1:29 1:00

Figure 20: Proportion of communicating activities, by age group

23

97%

85%

71%65% 64%

60%

38%34% 33%

18%10%

20%

95%87%

46%

92%

28%

48%

37%

25%22%

44%

7%

32%

97%

79% 77%

21%

79%84%

24% 27%

36%

7%13% 13%

Adults aged 16+ 16-24 65+

Source: Digital Day 7 day diary, March – April 2014 Base: All adults aged 16+ (1644), 16-24 (101), 65+ (259)

Figure 21: Weekly reach of devices, by age 16-24 and 65+

244

159

82

37 31 29 26 19 13 10 9 6 3

274

79

841 40

59

12 16 9 2 5 4 5Aver

age

min

utes

per

day Adults 16+ 65+

24

Figure 22: Average daily total device time (minutes), including simultaneous activity

Source: Digital Day 7 day diaryBase: All activity records for adults aged 16+ (108782); 65+ (13953)Note: For this analysis the calculations are made by generating mean times spent amongst all adults for each of the individual devices (including zeros). These mean times are then summed together to create total media and comms time, and time per device type (hence includes simultaneous activities).

Total daily media / comms time: 667mins 556mins

Availability of services and providers

25

26

Source: Ofcom Infrastructure Report 2014*4G coverage figures do not include Three’s network coverage. In the time available, it was not possible to resolve differences between Three’s data and our own field measurements on 4G coverage.

Figure 23: Availability of mobile

UK England Scotland Wales Northern Ireland

Coveredby

No MNO

All MNOs*

No MNO

All MNOs*

No MNO

All MNOs*

No MNO

All MNOs*

No MNO

All MNOs*

2G

Premisescoverage <1% 97% 0% 98% 1% 95% 1% 90% 1% 91%

Geographic coverage 11% 68% 4% 82% 24% 47% 14% 57% 5% 72%

3G

Premisescoverage 1% 84% <1% 87% 3% 75% 2% 65% 1% 63%

Geographic coverage 22% 26% 7% 41% 49% 7% 21% 15% 8% 17%

4G

Premisescoverage 28% 35%* 25% 39%* 44% 34%* 56% 0%* 21% 0%*

Geographic coverage 77% 5%* 67% 9%* 95% 2%* 91% 0%* 59% 0%*

27

Source: Ofcom – UK fixed-line broadband performance, May 2014Note: Data for ‘up to’ 30 Mbit/s and higher connections is not available prior to May 2010 due to there being low take-up of these services

Figure 24: Average actual broadband speeds: Nov 2008 to May 2014

3.6

4.2 8.

4

4.1

4.8 8.

9

5.2

4.4 8.

1

31.9

6.2

5.2 7.2

41.1

6.8

5.1 7.4

38.6

7.6

5.3 7.0

35.5

9.0

5.6 7.3

35.8

12.0

4.4 8.

1

44.6

14.7

3.6 8.

2

45.3

17.8

3.3 8.

4

47.0

18.7

3.3 9.

0

47.0

0

10

20

30

40

50

All connectionsincluding 'up to'2Mbit/s and less

Above 'up to' 2Mbit/sand up to and

including 10Mbit/s

Above 'up to' 10Mbit/sand less than 'up to'

30Mbit/s

'Up to' 30Mbit/s andhigher

Nov-08Apr-09May-10Nov/Dec-10May-11Nov-11May-12Nov-12May-13Nov-13May-14

Speed (Mbit/s)

28

Figure 25: Availability of digital television

98%

80% 98

%

48%

98%

85% 98

%

46%

99%

98.5

%

98%

46%

99%

98.5

%

98%

48%

99%

98.5

%

98%

44%

0%

20%

40%

60%

80%

100%

Total* Digital terrestrial Digital satellite** Digital cable***

20102011201220132014

UK households (%)

Source: Ofcom and operatorsNote: *While we are unaware of exactly where digital services overlap and thus cannot determine exact total digital coverage, in 2014 we assume that total digital television coverage, while not universal, is higher than that offered by any one platform. **Satellite figures do not account for the inability to receive satellite in many MDUs and that 98% coverage can only be achieved if more expensive satellite installations are used in some locations to overcome line of sight blockages.***Cable availability figures for 2011 and 2012 only include postcodes where Virgin Media offers triple play bundled services. Previous years did not use this definition of cable availability and comparisons with 2011 and 2012 should be treated with caution.

29

94.4% 89.5%

71.7%

94.7%89.5%

73.1%

0%

20%

40%

60%

80%

100%

BBC national Commercial national(Digital One)

Aggregate of localmultiplexes

20132014

Source: Ofcom, August 2014Note: ‘National means UK-wide

Proportion of households covered (%)

Figure 26: Availability of DAB radio

30

Figure 27: Number of services available on UK DAB: UK map

Number of services available on UK DAB, UK map

Source: Ofcom, September 2014. Note: the Tyne and Wear and Teesside areas have one multiplex each, but each of these multiplexes carry more services than most other local multiplexes.

No. services

BBC national

Commercialnational

No. local multiplexes

0 - - -

11 - - -

25 -

26-35 1

36-44 2 (see note)

45+ 3

31

2007 2008 2009 2010 2011 2012 2013 2014

Bundled operators(estimated) 13 13 14 13 13 13 13 12

Fixed lineoperators (estimated)

118 118 116 116 116 114 114 113

Mobile network operators 5 5 5 4 4 4 4 4

Television channels 470 495 492 490 499 525 519 527

PSB channels 12 13 13 13 13 21 13 13

Radio*- analogue services 438 485 513 510 545 536 553 560

Radio simulcast on DAB 129 133 178 146 156 167 162 186

Radio - DAB only 40 38 38 46 53 52 50 59

Source: Ofcom. Bundled operators data provided by PurePricing.*Not all radio stations are available to all listeners.

Figure 28: Range of provider/content choices in the communications market

32

Source: Customers in Britain 2014, Firebrand InsightBase: all adults (1,007)

Figure 29: Perceptions of provider choice available

7

7

29

29

34

41

40

50

57

25

30

45

45

46

40

43

37

30

41

32

15

20

15

8

12

9

8

22

19

2

2

1

0

2

1

1

5

11

9

4

3

10

4

3

4

Postal services and delivery

Train companies

Airlines

Gas and electricity providers

Telecoms, TV or internet serviceproviders

Holiday companies

Banks

Supermarkets

Insurance companies

0% 20% 40% 60% 80% 100%

A lot of choice

A moderate amount

A little choice

No choice at all

Don't know

Take-up of services and devices

33

34

94 93 92 93 90

89

91

89 87 87 84 84 84 84 84

71

82 8085

8990

89

92 91 9394 94 94 95 95

86

90

93 93 95 9896

58

7073 75 77 78 78

53

6166 65 65 66 66

0%

20%

40%

60%

80%

100%

2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012* 2013* 2014*

Fixed line

Mobile inhousehold

Digital TV

Broadband

Digitalradio

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q4 2000, 2133) (Q4 2001, 2159) (Q4 2002, 2138), (Q4 2003, 2150) (Q4 2004, 2131) (Q4 2005, 2214) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)*Note: Data for 2006-2014 based on Q2, all other data based on Q4

Figure 30: Take-up of communications services in the household

35

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2014, 2877)Note: Fixed broadband ONLY means take-up of fixed broadband but NOT mobile broadband* Claimed access to digital radio at home

UK England Scotland WalesNorthern Ireland

Fixed line 84% 84% 82% 82% 85%

Mobile Phone 95% 96% 93% 94% 95%

Digital TV 96% 96% 97% 98% 97%

Digital Radio* 66% 68% 60% 63% 51%

Broadband 78% 79% 68% 70% 73%

Mobile broadband ONLY 2% 2% 2% 1% 0%

Fixed broadband ONLY 72% 73% 62% 67% 68%

Fixed and mobile broadband ONLY 4% 4% 4% 2% 4%

Figure 31: Take-up of communications services in the household by nation

36

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2014, 2877)** Figures from Q1 2014 (Radio listeners 2885 , TV homes 3635)

UK England Scotland WalesNorthern Ireland

Mobile phone take-up 93 93 91 90 93

Smartphone take-up 63 63 60 60 66

DAB ownership amongst radio listeners** 44 44 43 42 30

Smart TV ownership among TV homes** 12 12 8 9 7

Tablet computer take-up 46 47 38 47 49

E-reader take-up (personal use) 14 15 12 13 17

Figure 32: Take-up of devices in the household by nation

37

29 30 28 30 31 32 34 3325

3424

32 39 33 3543 35 40 37 36

17 16

32

7

7 9 12 9 9 96 5 15

10

13

8 7 1217

1113

157 8

34 35

22

46

3435 36 38 38 35

32 3738

3843 29 34 39

36 34 36

36

28 2826 26

3233

23

5 3 2 3

11

31 3

3 01 3 1

1

2 27 8

4 814

1211 13 14 13

17 1211 10 12 16

5

7 7 6 102

9 104 2

7 710 8 4 39 9

3 111

3 1 111 13 10 9

0%

20%

40%

60%

80%

100%

2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014

Analogue terrestial only(Channels 1-4/5)

Cable Only

Cable and Freeview

Freeview only

Satellite and Freeview

Satellite only

No TV

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q1 2009, 6090) (Q1 2010, 9103) (Q1 2011, 3474) (Q1 2012, 3772) (Q1 2013, 3750) (Q1 2014, 3740)QH1A. Which, if any, of these types of television does your household receive at the moment?Note: Remaining percentages are those who own other types of TV (e.g. via Broadband DSL)

England Scotland Wales Northern Ireland

Figure 33: Multi-platform ownership, by nation

38

94 93 92 93 90 89 91 89 87 87 84 84 84 84 84

0%

20%

40%

60%

80%

100%

2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012* 2013* 2014*

Fixed line

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q4 2000, 2133) (Q4 2001, 2159) (Q4 2002, 2138), (Q4 2003, 2150) (Q4 2004, 2131) (Q4 2005, 2214) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)*Note: Data for 2006-2014 based on Q2, all others based on Q4QC1. Is there a landline phone in your home that can be used to make and receive calls?

Figure 34: Take-up of fixed lines: 2000-2014

39

Figure 35: Fixed voice connections per 100 population: 2008 and 2013

55 5241

2442

29 35 3146

2738

2448 41 43 35 27

1248

25 2415

35 2946

3620 19

32 283 2

26 20

4 723

365

16 4 57

158

202

3 26 18

318

162

33 8

3 191 3

0 1

1

59 5964 60

47 4539 37

5342 46 45

5044 44 41 44 43

5641

2618

39 3650

5521 22

32 293 2

2620

1 0

0

20

40

60

80

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

2008

2013

Managed VoIP connections PSTN lines

5 year change

Source: IHS / industry data / Ofcom

Connections per 100 people

UK FRA GER ITA USA JPN AUS ESP NED SWE POL SGP KOR BRA RUS IND CHN NGA5 year change 0 -4 -2 -2 -12 -1 -6 -4 -2 -15 -8 -2 6 1 -3 -1 -6 -1

40

87

72

83

94 95 97

86 8784

71

80

9096 96

828684

7478

8993

98

84 8484

72

80

89

96 96

838684

7278

9095 94

828584

72

79

8993

96

83 84

0%

20%

40%

60%

80%

100%

Total 16-24 25-44 45-64 65-74 75+ Male Female

Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014


Figure 36: Age and gender profile of consumers who have taken up fixed-line services

41

87

97

87 87

77

8691

84

95

8784

70

83

9084

95

8683

73

8389

84

9388

85

72

8489

84

96

85 85

71

83

91

84

95

84 82

74

83

91

0%

20%

40%

60%

80%

100%


Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014


Figure 37: Socio-economic and urbanity profile of consumers who have taken up fixed-line services

42

80 78 79 79 79 79

7 6 5 5 4 5

13 15 15 15 16 16

0%

20%

40%

60%

80%

100%

2009 2010 2011 2012 2013 2014

None

Mobile only

Fixed only

Fixed & Mobile


Figure 38: Take-up of fixed-line and mobile services

43

71

82 8085

89 90 89 92 91 93 94 94 94 95 95

62

75 74 7581 82 80

86 86 89 91 91 92 93 93

34

45

5663

0%

20%

40%

60%

80%

100%

2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012* 2013* 2014*

Mobile inhousehold

Personallyuse mobile

Personallyusesmartphone


Figure 39: Take-up of mobile services: 2000-2014

125

91

131 15

3

89 87

108

108 12

5

118

115 13

1

95

79

132

30

47 41

130

117 14

0 159

106 114 13

1

107 12

8 148

148 156

113

137

169

71

91

73

0

50

100

150

200

UK FRA GER ITA USA JPN AUS ESP NED SWE POL SGP KOR BRA RUS IND CHN NGA

2008

2013

44

Figure 40: Take-up of mobile connections, per 100 population: 2008 and 2013


5 27 10 6 17 27 23 -1 3 30 33 25 17 58 37 41 44 32 5 year change


45

89

96 98

91

71

49

90 8991

99 9893

72

56

91 9091

99 9893

82

58

91 919298 97

93

83

59

91 929398 99

95

80

62

93 939399 99 96

84

61

93 93

0%

20%

40%

60%

80%

100%

Total 16-24 25-44 45-64 65-74 *75+ Male Female

Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014

Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)*Caution: low base

Figure 41: Age and gender profile of those who personally use mobile services

46

8993 93

90

81

89 909196 95

90

83

9188

9194 93 91

8591 89

9295 94 93

8692 90

93 95 9693

8793 9393

96 95 9388

93 93

0%

20%

40%

60%

80%

100%


Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014


Figure 42: Socio-economic and urbanity profile of those who personally use mobile services

47

13

27

17

5 4 2

13 1215

29

20

10

3 2

171415

2621

106

1

15 1515

27

19

11

4 3

16 1416

2721

104 4

171416

28

21

117

3

16 16

0%

20%

40%

60%

80%

100%


Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014


Figure 43: Age and gender profile of users of mobile-only telephony

48

13

3

12 12

21

139

15

5

13 15

28

1610

15

5

14 16

25

1610

15

712

15

26

1610

16

4

15 15

28

17

9

16

5

16 17

26

17

9

0%

20%

40%

60%

80%

100%


Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014


Figure 44: Socio-economic and urbanity profile of users of mobile-only telephony

Figure 45: Claimed use of the universals services within the past year

49

Source: Kantar media Omnibus, October 2014 Base: All UK adults aged 16+ * Caution: low base size.

Subgroup / % Base size PayphoneDirectory

enquiries via BT Phonebook

Directory enquiries via

phone

Directory enquiries via

internet

Itemised bill – that pay extra for

Total 2045 4 4 6 8 8

16-34 601 5 2 5 10 6

35-64 895 4 4 6 10 9

65+ 549 2 6 7 3 6

AB 372 3 4 9 11 10

C1C2 940 3 4 6 10 9

DE 733 5 3 4 4 4

Minority ethnic group 273 3 1 4 6 10Has a disability or long term

illness 363 5 6 6 5 7

England 1706 3 4 6 8 8

Scotland 180 6 2 6 6 2

Wales 99 4 3 7 10 3

Northern Ireland 60* 14 10 7 24 8

50

30

45 4250

57 5661

65 6573 76 78 80 82 83

0

20

40

60

80

100

2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012* 2013* 2014*

Internet


Figure 46: Take-up of the internet at home

51

52 555764

5766

616768 7167 7172 75

0%

20%

40%

60%

80%

100%

Unaware of advertised speed Unaware of connection speed

Q1 2008

Q1 2009

Q1 2010

Q1 2011

Q1 2012*

Q1 2013*

Q1 2014*

Source: Ofcom communications tracking surveyBase: All adults 16+ with broadband as their main connection at home (Q1 2008, 3219) (Q1 2009, 3702) (Q1 2010, 5941) (Q1 2011, 2481) (Q1 2012, 2726) (Q1 2013, 2548) (Q2 2014, 2601)*Note: Data for 2008-2011 based on all adults aged 16+ with broadband as their main connection at home, data for 2012-2014 based on all adults aged 16+ who use broadband to connect to the internet at home

Figure 47: Level of awareness of broadband connection speed

64 6661

6770

52

76

6671

63 6569 70

54

77

6770

63

70 72

82

55

78

71

78

69 6973

89

61

80

7176

6672

8187

62

8175 77

73 7580

85

64

86

0%

20%

40%

60%

80%

100%

Total 16-24 25-44 45-64 65-74 75+* Male Female

Q1 2009

Q1 2010

Q1 2011

Q1 2012*

Q1 2013*

Q1 2014*

Source: Ofcom communications tracking surveyBase: All adults 16+ with broadband as their main connection (Q1 2009, 3702) (Q1 2010, 5941) (Q1 2011, 2481) (Q1 2012, 2726) (Q1 2013, 2548) (Q1 2014, 2601)*Base size for 75+ adults in 2009 too low for reporting*Note: Data for 2009-2011 based on all adults aged 16+ with broadband as their main connection at home, data for 2012-2014 based on all adults aged 16+ who use broadband to connect to the internet at homeQE11B. What is the actual speed of your main home internet connection?

52

Figure 48: Those unaware of broadband connection speed, by age and gender

64 63 63 6470

6561

6662 63

6873

6663

6764 64

6974

67 6871

6671

74 73 7166

7168

72 7276

71 7275

68

7682

77 7671

0%

20%

40%

60%

80%

100%


Q1 2009

Q1 2010

Q1 2011

Q1 2012*

Q1 2013*

Q1 2014*

53

Figure 49: Those unaware of broadband connection speed, by socio-economic group and urbanity

Source: Ofcom communications tracking surveyBase: All adults 16+ with broadband as their main connection (Q1 2009, 3702) (Q1 2010, 5941) (Q1 2011, 2481) (Q1 2012, 2726) (Q1 2013, 2548) (Q1 2014, 2601)*Note: Data for 2009-2011 based on all adults aged 16+ with broadband as their main connection at home, data for 2012-2014 based on all adults aged 16+ who use broadband to connect to the internet at home

54

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)QE9. Which of these methods does your household use to connect to the Internet at home?

6 9 6 4 410 13

7 5 5 9 10 7 6 4 5 6 83 5 1 2 2 1 1 1 1 1

7 7 7 5 4 6 9 6 4 3

5959 65 69 72 60

6168 70

7862 64 71 74 79

69 6670 76

77

4449

57 61 64

25 26 2329 34

57 6066 69 73

61 58 64 69 71

78 6 4 2 11

10 7 4

2

4

12 8 6 3

4 94 3

2

2

4

21

1

1 11

810

5 4 1

6 76 4 2

0 %

20 %

40 %

60 %

80 %

100 %

2010

2011

2012

2013

2014

2010

2011

2012

2013

2014

2010

2011

2012

2013

2014

2010

2011

2012

2013

2014

2010

2011

2012

2013

2014

2010

2011

2012

2013

2014

2010

2011

2012

2013

2014

2010

2011

2012

2013

2014

Mobilebroadbandonly

Fixedbroadbandonly

Fixed andmobilebroadband

Total 16-24 25-44 45-64 65-74 Male Female

54

75+

Figure 50: Age and gender profile of those who have broadband access at home

55

6 9 6 4 49

15 116 6 9 10 7 4 3 5 5 4 4 3 2 4 3 3 2

5959 65 69 72

7369 76 83 85

66 65 71 76 80

58 61 6469 70

4142 48 50 53

78 6 4 2

5 45 2 1

7 8 5 4 2

710 8

4 2

99

6 5 2

0 %

20 %

40 %

60 %

80 %

100 %

2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014

Mobilebroadbandonly

Fixedbroadbandonly


Total AB C1 C2 DE

55

Figure 51: Socio-economic profile of those who have broadband access at home


56

6 9 6 4 4 6 9 6 4 4 7 9 93 3

9 11 8 7 4 5 7 5 3 4

5959 65 69 72

6059 65 69 72

5662

6770 73

68 68 74 77 83

54 53 59 64 66

78 6 4 2

78 6 4 2

6

64

5 210 10 7 4 2

6 65

4 2

0 %

20 %

40 %

60 %

80 %

100 %

2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014

Mobilebroadbandonly

Fixedbroadbandonly


Total Children in home

Rural No children in home

Urban

56

Figure 52: Profiles of those who have broadband access at home, by urbanity and presence of children in the household


57

5 7 3 8

20 126

14

34 46

38

31

1212

1410

2922

38 36

0%

20%

40%

60%

80%

100%

Q1 2011 Q1 2012 Q1 2013 Q1 2014

Always use in the home

Mainly use in the home

Use equally in and outside the home

Mainly use outside the home

Always use outside the home

Source: Ofcom communications tracking surveyBase: All adults 16+ who use mobile broadband to access the internet (Q1 2011, 471) (Q1 2012, 394) (Q1 2013, 173) (Q1 2014, 220)QE22C. Which one of these best describes where you use mobile broadband to access the internet?

Figure 53: Places where mobile broadband is used

28 28 28

19

24 23 24

19

36

31

12

20

32

5 6

0

6

0

36 38

34

23

29

35

28 26

41

34

21

30

37

10

18

1

15

0

0

10

20

30

40

50


2008

2013

58


7 10 7 3 5 11 4 7 5 2 8 9 5 5 12 1 8 5 year change


Figure 54: Fixed broadband connections, per 100 population: 2008 and 2013

59

74

91 89

75

40

17

7672

77

90 91

77

50

22

7976

80

9094

79

53

25

80 7981

95 93

81

61

25

82 8082

95 94

85

53

29

8481

84

9895

84

65

30

85 84

0%

20%

40%

60%

80%

100%


Q1 2009

Q1 2010

Q1 2011

Q1 2012

Q1 2013

Q1 2014

Source: Ofcom communication tracking surveyBase: All adults 16+ (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) (Q1 2013, 3750) (Q1 2014, 3740)QE2. Do you or does anyone in your household have access to the Internet/ Worldwide Web at home? And do you personally use the internet at home?IN6. Do you ever access the internet anywhere other than in your home at all?

Figure 55: Use of the internet anywhere, by age and gender

60

74

8884

70

53

74 7477

9085

73

60

778080

9287

79

61

798381

9388

78

65

81 8082

9288

79

69

82 8484

9489

81

71

84 83

0%

20%

40%

60%

80%

100%


Q1 2009

Q1 2010

Q1 2011

Q1 2012

Q1 2013

Q1 2014

Source: Ofcom communication tracking surveyBase: All adults 16+ (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) (Q1 2013, 3750) (Q1 2014, 3740)QE2. Do you or does anyone in your household have access to the Internet/ Worldwide Web at home? And do you personally use the internet at home?IN6. Do you ever access the internet anywhere other than in your home at all?

Figure 56: Use of the internet anywhere, by socio-economic group and urbanity

Figure 57: Take-up of digital TV services, by platform

61

Source: BARB Establishment Survey

Take-up (% Households)

39%45%

53%

62%69%

77%84%

88%92% 94% 96% 95%

27% 29% 28% 30% 31% 33%

35% 37%

39% 41%

40%

41%

3%7%

13% 20%26% 32%

35% 37%

38% 40%

40%

39%

9% 10%

11%12%

12% 12% 14% 14% 14% 14% 16% 15%

0%

20%

40%

60%

80%

100%

Q42002

Q42003

Q42004

Q42005

Q42006

Q42007

Q42008

Q42009

Q42010

Q42011

Q42012

Q42013

Total DigitalDigital SatelliteDigital TerrestrialDigital Cable

Figure 58: Take-up of digital television, by country: 2013

62

100%95%

68%

100% 95% 100% 100% 99%86%

73%85%

100%

71%

36%

61% 56%

75%84%

5%

32%

5%1%

14%27%

15%

29%

64%

39% 44%

25%16%

0%

20%

40%

60%

80%

100%


AnalogueDigital

Source: IHS/ industry data/ Ofcom

Proportion of TV homes (%)

Year-on-year change (pp)

0 +1 +2 0 +2 0 +4 0 +3 -1 +7 +9 +5 +6 +11 +11 +13 +1

Figure 59: Take-up of digital television: international comparisons, by platform, 2012 and 2013

63

Source: IHS/Industry Data/Ofcom. Note: Digital terrestrial includes additional paid for services such as Top Up TV. Digital Satellite includes free to air as well as paid for services.

Proportion of TV homes

14% 13%4% 4%

14% 16%

41% 40%51% 51%

7% 6%6% 5%

34% 32%

7% 5%

41% 42%

33% 35%

42% 43%

27% 27%

29% 29%30% 30%

13% 13%

43% 39%

20% 16%

5% 5%

72% 73%

15% 16%13% 12%

74% 76%

3% 5%

38% 40%

5% 5% 8% 10% 6% 7% 5% 4%

0%

20%

40%

60%

80%

100%

2012 2013 2012 2013 2012 2013 2012 2013 2012 2013 2012 2013 2012 2013

UK FRA GER ITA USA JPN ESP

IPTV

Digital terrestrial

Digital satellite

Analogue cable

Digital cable

64

31 32 31 30 31 30 32 2933 31 35 27

37 39 37 35 37 37

29 30 29 28 2729

2023 21

26 2428

1320 20 20 18 15

8 9 1210 10 11

8 1012 9

10 13 9 915

1011 10

9 10 1110 13

12

76 8

105

10

4

4 4 7 75

3438

3636 37 34

3237

32 3637 30

2933

2830

28 27

3537 37

3637

32

44

52 4942

50

40

44

5260 52

6565

1310 10 14

14 14

13

12 11 1310 14

1311 11 14 14 15

1510 10 16 17 14

8

6 11 1215 14

7

5

57

5 99 5 3 38

2 3 16 3 2 1

6 5 3 2

189 5 6

29

188 11

0%

20%

40%

60%

80%

100%

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

Analogueterrestial only

Cable only

Cable andFreeview

Freeview only

Satellite andFreeview

Satellite only

No TV

Total 16-24 25-44 45-64 65-74 75+

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877) QH1A. Which, if any, of these types of television does your household receive at the moment?Note: Remaining percentages are those who own other types of TV (e.g. via Broadband DSL)

Figure 60: Trend in multi-platform ownership, by age

65

31 32 31 30 31 30 31 32 34 3336 32 32 32

3429 32 30

3438

32 33 32 2927 27 24

27 2529

8 9 12 10 10 118 10

1513

12 129 10

1210

11 1210

711 9 10 11

5 78

7 87

3438

3636 37 34

3536

3232 29 28

3339

3235

34 3128

35 35 34 37 33

3741 47 41

4844

1310 10 14

14 14

1310

9 12 15 1411

12 10 14 14 14

13

8 12 1513 17

139

1013

13 109 5 3 3 7 4 2 28

3 3 18 4 2 2

14 10 5 6

0%

20%

40%

60%

80%

100%

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

Analogue terrestial only

Cable only

Cable and Freeview

Freeview only


Satellite only

No TV

Total AB C1 C2 DE

Figure 61: Trend in multi-platform ownership, by socio-economic group

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877) QH1A. Which, if any, of these types of television does your household receive at the moment?

66

31 32 31 30 31 3031 30 31 31 31 29

3140

30 27 3434

8 9 12 10 10 117 9

11 8 9 10 13

915

17

2113

3438

3636 37 34

3338

3534

36 34 40

40 44 4641 35

1310 10 14

14 14

1412 11 15

15 157

3 22 59 5 3 3

10 5 3 3 8 7 3 3

0%

20%

40%

60%

80%

100%

2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014 2009 2010 2011 2012 2013 2014

Analogue terrestial only

Cable only

Cable and Freeview

Freeview only


Satellite only

No TV

Total RuralUrban

Figure 62: Trend in multi-platform ownership, by urbanity

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877) QH1A. Which, if any, of these types of television does your household receive at the moment?

67

5457

6157

38

26

55 5455 5762

56

38

29

56 5458

6467

58

45

32

615657 59

65

58

47

32

58 5758 56

6560

48

33

59 5761 63

6864

55

31

6360

0%

20%

40%

60%

80%

100%


Q2 2009Q2 2010Q2 2011Q2 2012Q2 2013Q2 2014

Source: Ofcom communication tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)QH1A. Which, if any, of these types of television does your household receive at the moment?

Figure 63: Age and gender profile of consumers receiving pay TV

68

54 55 54

64

4753 51

5558 57 58

48

5551

5863 64 62

46

60

49

5763

59 59

49

59

46

58

6561

58

49

59

52

61

70

63 61

52

61 62

0%

20%

40%

60%

80%

100%


Q2 2009Q2 2010Q2 2011Q2 2012Q2 2013Q2 2014

Source: Ofcom communication tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)QH1A. Which, if any, of these types of television does your household receive at the moment?

Figure 64: Socio-economic group and urbanity profile of consumers receiving pay TV

0

2

4

6

8BBC iPlayer

NETFLIX.COM

Channel4 4oD

Sky Go

NOWTV.COM

Channel 5 - Demand 5

TVCATCHUP.COM

Virgin TV Anywhere

BLINKBOX.COM

69

Source: comScore MMX, UK, home and work panel, October 2013 to October 2014

Figure 65: Unique audiences for selected online film and TV sites on a laptop or desktop computer

Unique audience (millions)

70

93 96 97 98 100 100

53

66 65 65 66 66

0%

20%

40%

60%

80%

100%

Q2 2009 Q2 2010 Q2 2011 Q2 2012 Q2 2013 Q2 2014

DTV and/ or internet access Claimed access to digital radio channels in home

Source: Ofcom communication tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)

Figure 66: Access to digital radio services in the home

71

Figure 67: Take up of DAB digital radio sets, by multiplex area

Source: RAJAR, Q2 2014Note: this map is based on analysis which uses the total survey area of the individual station which best represents the coverage area of each digital multiplex.

% of households

20.0 - 24.9%

25.0 - 29.9%

30.0 - 34.9%

35.0 - 39.9%

40.0 - 44.9%

45.0 - 49.9%

50.0 - 54.9%

n/a

72

4652 53

5965 66 68 72 70

76 78 78 82 80 82

56 5244 46 36

34

4752

59 62 66 63

5 8 8 8

412

29

46

3445

56

0%

20%

40%

60%

80%

100%

2000 2001 2002 2003 2004 2005 *2006 *2007 *2008 *2009 *2010 *2011 *2012 *2013 *2014

Any**

PC

Laptop

Netbook

Tablet

Smartphone

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q4 2000, 2133) (Q4 2001, 2159) (Q4 2002, 2138), (Q4 2003, 2150) (Q4 2004, 2131) (Q4 2005, 2214) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)*Note: Data for 2006-2014 based on Q2 data, all other data based on Q4. **Data for ‘Any’ for 2000-2010 refers to PC or laptop computers,. Data for ‘Any’ for 2011-2014 also includes netbook or tablet computers but not smartphone.

Figure 68: Ownership of connected devices in the home

59

73 71

61

32

16

44 44 45

54

35

22

4 6 4 4 1

72

64

13

46 48 4754

39

1912 13 15

12

4 1

66

7673

69

47

22

3632 34

44

34

17

2934 36

27

147

63

7770 67

47

23

34 3531

4135

20

46

54 5449

27

16

62

77

36

0%

20%

40%

60%

80%

100%

Total 16-24 25-44 45-64 65-74 75+ Total 16-24 25-44 45-64 65-74 75+ Total 16-24 25-44 45-64 65-74 75+

Q2 2011

Q2 2012

Q2 2013

Q2 2014

Laptop Desktop PC

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)QE1. Does your household have a PC, laptop, netbook or tablet computer?

Tablet

Figure 69: Age profile of laptop, PC and tablet users

74

59

70 68

58

4144

62

45 44

28

47

4 1 1

68

59

46

59

51

43

32

12

21

10 106

66

7873

66

47

36

52

3730

2429

42

34

25

14

63

80

72

58

4134

46

33 3125

46

60

5044

31

44

77

62

0%

20%

40%

60%

80%

100%

Total AB C1 C2 DE Total AB C1 C2 DE Total AB C1 C2 DE

Q2 2011

Q2 2012

Q2 2013

Q2 2014

Source: Ofcom communications tracking surveyBase: All adults 16+ (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)QE1. Does your household have a PC, laptop, netbook or tablet computer?

Laptop Desktop PC Tablet

Figure 70: Socio-economic group profile of laptop, PC and tablet users

75

45

70

60

37

83

4743

5650

41

32

4639

56

8276

44

17

4

5854

63 63

54

43

5752

63

9083

58

22

4

63 6370 71

63

48

63 60

0%

20%

40%

60%

80%

100%

Total 16-24 25-44 45-64 65-74 75+ Male Female AB C1 C2 DE Urban Rural

Q2 2012

Q2 2013

Q2 2014

Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)

Figure 71: Smartphone owners by age, gender, socio-economic and urbanity

76

13 11

2730

1016

9

2427

7

16

9

2225

7

16

8

2023

5

16

7

1822

2

16

7

1722

4

0%

20%

40%

60%

80%

100%

Fixed line Mobile (personallyown)

Internet Broadband Digital TV

2009

2010

2011

2012

2013

2014

Source: Ofcom communication tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)

Figure 72: Non-ownership of communications services

77

94 95 95 95 949895 97 97 96 98 98

0%

20%

40%

60%

80%

100%

Q2 2009 Q2 2010 Q2 2011 Q2 2012 Q2 2013 Q2 2014

Personally own mobile Access to mobile in household

Source: Ofcom communication tracking surveyBase: All adults 16+ who do not own a fixed-line (Q2 2009, 274) (Q2 2010, 340) (Q2 2011, 400) (Q2 2012, 446) (Q2 2013, 458) (Q2 2014, 460)

Figure 73: Access to mobile services among those who do not have access to a fixed line

78

9

2012 1512

1711 1412 1213 12

0%

20%

40%

60%

80%

100%

Do not intend to take-up fixed line Do not intend to take-up internet

2009

2010

2011

2012

2013

2014

Source: Ofcom communication tracking surveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)*Data for mobile and digital TV not available in 2014. Data for broadband not available for Q2 2010and 2011, although responses for ‘internet’ will largely relate to take-up of broadband.

Figure 74: Do not intend to take up communications services in the next 12 months

79

94 3

7

2733

9 971 2

6

24 23

8 661 1

6

16

27

5 74 2 1 49

22

4 551 1 4

1521

5 451 1 4

8

22

5 5

0%

20%

40%

60%

80%

100%


Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014


Figure 75: Voluntary (only) non-ownership of internet services, by age and gender

80

106 4 6

25

38

811

83 3

8

19

35

8 9105 4

8

20

35

9 1192 4

7

22

42

9 107

2 4 5

15

33

7 870 2

6

16

32

8 7

0%

20%

40%

60%

80%

100%


Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014

Source: Ofcom Communication Tracking SurveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)

Figure 76: Involuntary non-ownership of internet services, by age and gender

81

103 5

10

21

10 1082

59

18

8 1010

25

9

23

10 893 5

9

22

10 972

5 6

16

84

72 3

7

17

7 9

0%

20%

40%

60%

80%

100%


Q2 2009

Q2 2010

Q2 2011

Q2 2012

Q2 2013

Q2 2014

Source: Ofcom Communication Tracking SurveyBase: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2013, 2879) (Q2 2014, 2877)

Figure 77: Involuntary non-ownership of internet services, by socio-economic group and urbanity

82

6

159 11

612

6 9713

7 87 10 7 75 8 6 57 9 7 7

0%

20%

40%

60%

80%

100%

Fixed line Mobile PC Television

2009

2010

2011

2012

2013

2014

Source: Ofcom communications tracking surveyBase: All adults 16+ with a fixed line (Q2 2009, 1810) (Q2 2010, 1766) (Q2 2011, 2456) (Q2 2012, 2445) (Q2 2013, 2421) (Q2 2014, 2417). Mobile (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582) (Q2 2013, 2595) (Q2 2014, 2615). PC (Q2 2009, 2308) (Q2 2010, 1593) (Q2 2011, 2150) (Q2 2012, 2172) (Q2 2013, 2102) (Q2 2014, 2058). Television (Q2 2009, 2064) (Q2 2010, 2076) (Q2 2011, 2794) (Q2 2012, 2832) (Q2 2013, 2820) (Q2 2014, 2770).

Figure 78: Difficulties using communications services

83

7 5 4 69

24

6 893 4

1016

48

9 107

3 27

12

53

6 872 2

611

24

6 7

0%

20%

40%

60%

80%

100%


Fixed line

Mobile

PC

Television

Source: Ofcom communications tracking surveyBase: All adults 16+ with a fixed line (Q2 2014, 2417). Mobile (Q2 2014, 2615). PC (Q2 2014, 2058). Television (Q2 2014, 2770)

Figure 79: Difficulties using various communications services, by age and gender

72%

58%

76%82% 83%

77%

66%

75%

63%

72% 71%

87%81%

69%

83%

59%

74% 76%

93%88%

78%79%

48%

66%

82%87%

83%

76%

0%

20%

40%

60%

80%

100%

Total 15-34 35-54 55-64 65+ ABC1 C2DE

No disability Visual Hearing Mobility

84

Source: British Population StudyBase: All adults 15+ (No disability: 15859, 5518 (15-34), 5065 (35-54), 2402 (55-64), 2855 (65+), 8606 (ABC1), 7253 (C2DE); Visual: 319, 73*, 90*, 52*, 104, 150, 169; Hearing: 457, 54*, 68*, 84*, 249, 225, 232; Mobility: 845, 64*, 149, 139, 491, 356, 489.* Caution: below 100

Figure 80: Fixed-line ownership, comparing people with single disability to non-disabled consumers, by age and socio-economic group

89%92% 91% 90%

81%

90% 88%83%

89%84%

90%

75%

91%

76%

86% 85%91% 92%

83%

90%

82%80%

91%87%

94%

73%

84%

77%

0%

20%

40%

60%

80%

100%

Total 15-34 35-54 55-64 65+ ABC1 C2DE


85

Figure 81: Mobile phone ownership: comparing people with a single disability to non-disabled consumers, by age and socio-economic group

Source: British Population StudyBase: All adults 15+ (No disability: 15859, 5518 (15-34), 5065 (35-54), 2402 (55-64), 2855 (65+), 8606 (ABC1), 7253 (C2DE); Visual: 319, 73*, 90*, 52*, 104, 150, 169; Hearing: 457, 54*, 68*, 84*, 249, 225, 232; Mobility: 845, 64*, 149, 139, 491, 356, 489.* Caution: base below 100

88%

97%93%

86%

61%

94%

81%75%

97%92%

87%

38%

87%

64%69%

91% 91%

81%

55%

81%

58%60%

100%

85%77%

43%

76%

48%

0%

20%

40%

60%

80%

100%

120%

Total 15-34 35-54 55-64 65+ ABC1 C2DE


86

Figure 82: Internet access: comparing people with a single disability to non-disabled consumers, by age and socio-economic group


87

30%26% 25%

33%

45%

29%32%

36%

18%

30% 31%

56%

32%

39%40%

17%

32%

39%

48%42%

38%43%

19%

29%

39%

52%

39%

46%

0%

20%

40%

60%

80%

100%

Total 15-34 35-54 55-64 65+ ABC1 C2DE


Figure 83: Freeview-only ownership: comparing people with a single disability to non-disabled consumers, by age and socio-economic group


88

55% 55%

63%

56%

42%

56% 54%

48%

58%54% 54%

34%

57%

40%

48%

59%62%

49%

42%47%

50%

43%

50%56%

53%

36%

49%

39%

0%

20%

40%

60%

80%

100%

Total 15-34 35-54 55-64 65+ ABC1 C2DE


Figure 84: Pay TV (satellite or cable) ownership: comparing people with a single disability to non-disabled consumers, by age and socio-economic group


89

72%

89% 88%

30%

55%

66%

87%

73%

34%

56%

0%

20%

40%

60%

80%

100%

Landline Mobile Internet Freeview Pay TV

No disability Learning

Figure 85: Device ownership, among people with a learning disability and non-disabled consumers

Source: British Population StudyBase: All adults 15+ (No disability: 15859; Learning disability: 199)

14

7

5

1163

Decreased slightly Decreased Greatly

Increased greatly Increased slightly

Stayed the same

Use of mail

90

Source: Ofcom post tracking surveyBase: All respondents (4853)

29

51

41

10

12

Formal letters to organisations orindividuals

Personal letters (e.g: to a friend orrelative)

Invitations/greetings/postcards

Larger parcels - that will not fitthrough a letterbox

Smaller parcels - that will fit througha letterbox

Type of mail sent less

Figure 86: Decrease in postal use/fewer items being sent by post than two years ago

91

37

19

25

24

31

Formal letters to organisations orindividuals

Personal letters (e.g: to a friendor relative)

Invitations/greetings/postcards

Larger parcels - that will not fitthrough a letterbox

Smaller parcels - that will fitthrough a letterbox

Type of mail sent more

Source: Ofcom Post tracking surveyBase: All adults 16= (4853)

Use of mail

14

7

5

1163

Decreased slightly Decreased Greatly

Increased greatly Increased slightly

Stayed the same

Figure 87: Increase in postal use/ fewer items being sent by post than two years ago

2317 21 22 20 25

33 35

21 25

4143

41 42 4441

37 32

4041

1212 11

1610

1210

1012

12

1717 18

1419 15

1717

1716

7 10 9 7 8 7 4 6 9 6

0

20

40

60

80

100

Total 16-24 25-34 35-44 45-54 55+64 65-74 75+ Male Female

Not at all reliant

Not very reliant

Neither reliant nor notreliantFairly reliant

Very reliant

% of respondents

92

Source: Ofcom post tracking survey Q3 2013-Q2 2014Base: All adults 16+ (4853)

Figure 88: Reliance on post as a way of communicating, by age and gender

1 1 1 1

22

40

2519 18 16 15

2028

17

39

45

3740 38

3834

37

38

39

26

14

2627

27 2934

26

23

29

13

2

11 14 17 17 17 1712 14

0

20

40

60

80

100

Total 16-24 25-34 35-44 45-54 55-64 65-74 75+ Male Female

11+ items

5-10 items

1-4 items

None

Don't know

Source: Ofcom post tracking surveyQC1. Approximately how many items of post – including letters, cards and parcels – have you personally sent in the last month?Base: All respondents (4853)

Figure 89: Claimed number of items of post sent in the last month, by age and gender

% sent any items

93

6.5

Mean no. items sent per month

6.9 5.95.9 7.12.5 7.48.87.2 8.1

2217 21 23

2823

18

39

3638

4040

39

38

26

2927

2423

2528

1318 14 13 8 13 15

0

20

40

60

80

100


11+ items

5-10 items

1-4 items

None

Don't know

% sent any items

94

6.5


4.6 6.5 6.95.76.59.4

Figure 90: Claimed number of items of post sent in the last month, by socio-economic group and urbanity

Source: Ofcom post tracking surveyBase: All respondents (4853)QC1. Approximately how many items of post – including letters, cards and parcels – have you personally sent in the last month?

95

0

5

10

15

20

Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14

Parcels

Letters & cards

Total items

Source: Ofcom post tracking survey Q3 2013-Q2 2014Base: All respondents (4853)QC1. Approximately how many items of post – including letters, cards and parcels – have you personally sent in the last month?QC2. And how many of these items sent in the last month were parcels rather than letters or cards?

Month in which items were sent through the post

Items sent

Figure 91: Claimed average number of items of post sent in the last month, by type

96

£7.02

£5.65 £4.66

£3.88

£5.78

£11.86

£15.84

£8.93

£10.54

£5.66

£8.27

£6.05

£0

£5

£10

£15

£20

Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14

Higher spend on post sent in December and January but also in March

Month in which items were sent through the post

£ spend on posting items

Figure 92: Claimed average spend on post, by month

Source: Ofcom post tracking survey Q3 2013-Q2 2014Base: All respondents (4853)QC4. Approximately how much did you spend on the postage for the items that you sent in the past month – including letters, cards and parcels.

97

Source: Ofcom post tracker survey Q3 2013 – Q2 2014 Base: All adults 16+ (4853)

Figure 93: Claimed number of items received in past week, by age and gender

1 1 1 1 1 16

185 2 4 3 5 9 8 5

33

51

3131 26 28

31

4235

32

35

20

3838

39 37

39

29

3337

25

10

26 28 31 3124 19 23 26

0

20

40

60

80

100


Don't Know

None

1-4 items

5-10 items

11+ items

% o

f res

pond

ents

% received any postMean no. items received per week

8.9 4.9 9.6 9.7 10.5 9.9 9.7 7.1 9.5 10.3

98

Source: Ofcom Post tracking survey, Q3 2013 – Q2 2014 Base: All adults 16+ (4853)

Figure 94: Claimed number of items received in last week, by socio-economic group and urbanity

1 1 16 4 7 5 7 6 6

3329

30 3639

33 33

35

3538

3532

3538

2531

24 23 2125

22

0

20

40

60

80

100


Don't Know

None

1-4 items

5-10 items

11+ items

% o

f res

pond

ents

% received any post

8.9 10.3 8.9 8.5 8.0 9.1 7.6

Mean no. items received per week

99

40 3846 46 46

3930 27

41 40

19 20

19 21 20

16

1913

18 20

19 17

19 16 20

22

19

21

18 20

1310

7 10 816

25

22

1213

43

3 3 3 4 6

11 444

86 3 2 2 1

4 5 2

0

20

40

60

80

100


% o

f res

pond

ents

First class all the time First class most of the timeFirst and second class in equal amounts Second class most of the timeSecond class all the time Never send letters or cardsDon’t know

Figure 95: Type of stamp used when sending letters or cards, by age and gender

Source: Ofcom Post tracking survey, Q3 2013 – Q2 2014 Base: All adults 16+ (4853)

61 64

5360 56

61 65

80

6458

3333

3831 40 33 29

19

29 37

5 37 6

3 5 42

5 41 2 2 1 1 1 1 1

0

20

40

60

80

100


11+ items

5-10 items

1-4 items

None

Don't know

Source: Ofcom post tracking survey Q3 2013- Q2 2014Base: All who personally sent any item of post in last month (3771) QC2. And how many of these sent items sent in the last month were parcels rather than letters or cards?

Figure 96: Claimed number of parcels sent in the past month, by age and gender

% sent any items

100

1.2


1.3 1.21.5 1.20.9 0.51.11.3 1.3

6153

59 6369

61 59

3339

3432

2733 36

5 5 5 4 3 5 41 2 2 1 1 1 2

0

20

40

60

80

100


11+ items

5-10 items

1-4 items

None

Don't know

% sent any items

101

1.2


0.9 1.2 1.41.01.31.5

Figure 97: Claimed number of parcels sent in the past month, by socio-economic group and urbanity

Source: Ofcom post tracking survey Q3 2013- Q2 2014Base: All who personally sent any item of post in last month (3771) QC2. And how many of these sent items sent in the last month were parcels rather than letters or cards?

77 7972

77 81 77 8174

13 13

1510

1213

1016

8 711 13

67 8 9

1 1 2 1 3 1 2

0

20

40

60

80

100

Total 25-34 35-44 45-54 55-64 65-74* Male Female

Don't know

Used bothmethods

Used prepayreturns label

Paid to send aparcel

Figure 98: Methods of payment made to send parcels in the past month, by age and gender

102

Source: Ofcom post tracking surveyBase: All who personally sent any parcels in last month (1104) QC22. Thinking of parcels that you sent in the last month, did to pay to send the parcels, did you use a pre-paid returns label, or have you used both of these methods to send a parcel in the last monthNote: 16-24 and 75+ not shown due to low base sizes*Caution: Low base size

7782

7282

74 77 77

138

17

1019 13 16

8 9 10 7 6 9 71 1 1

1 1 1

0

20

40

60

80

100


Don't know

Used bothmethods

Used prepayreturns label

Paid to send aparcel

Figure 99: Methods of payment made to send parcels in the last month, by socio-economic group and urbanity

103

Source: Ofcom post tracking survey, Q4 2013 – Q2 2014 Base: All who personally sent any parcels in last month (1104) QC22. Thinking of parcels that you sent in the last month, did to pay to send the parcels, did you use a pre-paid returns label, or have you used both of these methods to send a parcel in the last month

8478 82 86 83 87 83 84

1521 16

13 1513

15 15

1 1 2 3 1 1

0

20

40

60

80

100

Total 25-34 35-44 45-54 55-64 65-74* Male Female

Don't know

Used any otherthan Royal Mailor Parcelforce

Only use RoyalMail orParcelforce

Figure 100: Companies used to send parcels in the last month, by age and gender

104

Source: Ofcom post tracking surveyBase: All who personally sent any parcels in last month (1104) QC23. Which of these companies did you use to send the parcels in the last month?Note: 16-24 and 75+ not shown due to low base sizes*Caution: Low base size

84 86 83 8086 83

91

15 13 1718

13 167

1 1 1 1 1 2

0

20

40

60

80

100


Don't know

Used any otherthan Royal Mailor Parcelforce

Only use RoyalMail orParcelforce

Figure 101: Companies used to send parcels in the last month, by socio-economic group and urbanity

105

Source: Ofcom post tracking surveyBase: All who personally sent any parcels in last month (1104) QC23. Which of these companies did you use to send the parcels in the last month?

Consumer choice and value

106

107

Proportion of households

Source: Ofcom communications tracker surveyBase: All adults 16+ QG1. Do you receive more than one of these services as part of an overall deal or package from the same supplier?/ QG3. Do you receive a discount or special deal for subscribing to this package of services?

Figure 102: Trends in purchasing multiple communications services from a single supplier

17% 20% 24% 27% 27% 28%

12%16%

16%19% 21% 23%

3%

2%2%

2%3%

2%

6%

9%8%

6%7% 7%

39%

48%53%

57% 60% 63%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Q1 2009 Q1 2010 Q1 2011 Q1 2012 Q1 2013 Q1 2014

Other

Mobile and broadband

Fixed voice, broadband, mobile andmultichannel TVFixed voice, dial-up and multichannelTVFixed voice and multichannel TV

Fixed voice and dial-up

Fixed voice, broadband andmultichannel TVFixed voice and broadband

108

4541

5750

32

18

57

4946

33

4944

5046

6054

39

19

5956

52

36

51 5053

45

64

56

42

23

64

56 55

39

54 5357

47

64 62

51

25

68

59 57

43

5855

60

47

67 66

53

27

7063

60

45

60 5963

58

68 69

59

31

78

6562

48

6562

0

20

40

60

80

100

UK 16-24 25-44 45-64 65-74 75+ AB C1 C2 DE Male Female

2009 2010 2011 2012 2013 2014

Any bundled services (%)

Age Socio-economic group Gender

Source: Ofcom research, Q1 2014Base: All adults aged 16+ (6090 UK 2009, 9013 UK 2010, 3474 UK 2011, 3772 UK 2012, 3750 UK 2013, 3740 UK 2014) QG1. Do you receive any of these services as part of an overall deal or package from the same supplier?

Figure 103: Age, gender and socio-economic profile of consumers with a bundled service

109

4435

4148 53

45 4353

44 40 3541

63

3748 40

34 23 35 39

32

3937

4139

23

4 42 4 11 3 4

13

5 8 46 7

7 5 6 5 4 67 5 6

13 2

3 3 3 3 24 2 5 4 6 6 4 3 4 4 7 5 7

0%

20%

40%

60%

80%

100%

Total 16-24 25-44 45-64 65+ Male Female AB C1 C2 DE Urban Rural

Other

Landline and dial-up

Landline, mobile, broadband

Landline, mobile, broadbandand multichannel TV

Multichannel TV andbroadband

Landline and multichannelTV

Landline, broadband,multichannel TV

Landline and broadband

Source: Ofcom communications tracker surveyBase: All adults 16+ who bundle at least two services (Q1 2014, 2253)QG1. Do you receive more than one of these services as part of an overall deal or package from the same supplier?/ QG3. Do you receive a discount or special deal for subscribing to this package of services?

Figure 104: Purchasing of multiple communications services, by age, gender, socio-economic group and urbanity

110

Source: Ofcom communications tracker survey (Q1 and Q3 rolled data from 2010), Q1 2011, Q1 2012, Q1 2013, Q1 2014 Base: Adults 15+ (2010) 16+ (2011-2014)

42 40 33 30 26

86 86 87 86 87

22 22 20 18 1527 29 31 29 29

44 45 52 55 58

4 6 5 6 6

44 45 52 54 5824 24 26 28 31

0%

20%

40%

60%

80%

100%

2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014 2010 2011 2012 2013 2014

Bundledpurchase

Singleservicepurchase

Fixed Mobile (personal)

Fixed broadband

Pay TV

Figure 105: Trend in purchasing behaviour, by communications market

111

3 4 5 5 8 8

39 4047 51

54 57

57 5548 43 38 34

0%

20%

40%

60%

80%

100%

2009 2010 2011 2012 2013 2014

Other

Prepay

Other contract

SIM onlycontract*

Source: Ofcom communications tracker surveyBase: Adults 16+ who personally use a mobile phone (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582) (Q2 2013, 2595) (Q2 2014, 2615)QD11. Which of these best describes the mobile package you personally use most often? *Note - the comparable contract figure for 2009 is 42% and for 2010 is 44% as data relating to SIM only contracts have been collected only since 2009

Figure 106: Take-up of mobile packages

112

42 4452 57 62 65

47 43

5864

72 75

57 5765 69 74 77

3039

49 54 57 62

1522 20 25

32 33

5 7 514 12 16

57 5548 43 38 34

53 57

4136

28 25

41 4334 31 26 22

6960

50 45 42 36

8377 80 75

68 66

94 92 9584 88 82

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

Prepay Contract

Total 16-24 25-44 45-64 75+65-74

Source: Ofcom communications tracker surveyBase: Adults 16+ who personally use a mobile phone (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582) (Q2 2013, 2595) (Q2 2014, 2615)QD11. Which of these best describes the mobile package you personally use most often?

Figure 107: Pre-pay and contract users, by age

113

42 4452 57 62 65

52 5465 69 70 73

48 5158

64 67 71

43 4250 54

63 65

23 2733

3946 48

57 5548 43 38 34

47 4635 31 29 25

52 49 4136 33 28

55 5749 45

37 34

77 73 67 6154 52

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

2009

2010

2011

2012

2013

2014

Prepay Contract

Total AB C1 C2 DE

Source: Ofcom communications tracker surveyBase: Adults 16+ who personally use a mobile phone (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582) (Q2 2013, 2595) (Q2 2014, 2615)

Figure 108: Socio-economic profile of pre-pay and contract users

114

Figure 109: Length of new mobile contract connection

24 21 20 21 21 18 17 17 19 18 18 14 14 13 12 12 15 13 14 14 17

3 3 3 3 4 7 8 8 10 9 11 13 16 17 18 15 18 18 21 22 24

6050

35 28 2412 6 4 3 3 2 3 2 1 1 1 0

1326

41 47 5063 69 70 68 70 69 70 67 68 69 72 67 68 65 64 60

0 0

0

20

40

60

80

100

Q1

2009 Q

2

Q3

Q4

Q1

2010 Q

2

Q3

Q4

Q1

2011 Q

2

Q3

Q4

Q1

2012 Q

2

Q3

Q4

Q1

2013 Q

2

Q3

Q4

Q1

2014

Other

24 months

18 months

12 months

1 month

Source: GfK Retail and Technology UK Ltd, Contract Length Sales of new Mobile ConnectionsNotes: England, Scotland and Wales only (excludes Northern Ireland); based on GfK’s coverage of95% of the consumer market; based on new post-pay connections; excludes contract renewals; onlyrepresents sales through consumer channels (excluding Apple Store and eBay).

Proportion of sales (%)

115

% of adults with some responsibility for communications services

2%

84%

10%3%

More frequent difficulties

One or two difficulties

No difficulties

Don’t know

Figure 110: Difficulties paying for communications services in the past year

Source: Kantar Media Omnibus, October 2014 Base: All with some responsibility for communications services (N=1562)Question: Q.5 The next questions are about your experiences of paying for communications services and if you have had any difficulties paying for the services in the last year. Communications services in this questionnaire means a mobile phone (including a smartphone), any sort of internet, landline phone at home, public payphones or a TV service with additional channels you pay to receive (e.g. Sky, BT Vision or Virgin Media). Which, if any, of the following apply to you?

14% of adults with some responsibility for communications services had any difficulties paying for communications services in the past year

116

Source: Kantar Media Omnibus, October 2014 Base: All with some responsibility for communications services (N=1562)Question: Q.6 Which of the following services have you had any difficulties paying for in the last year?

Figure 111: Services that people had any difficulties paying for in past year


3%

3%

3%

2%

2%

1%

0%

0%

0%

2%

86%

TV service with additional channels you pay to receive

Any smartphone or standard mobile phone

Fixed broadband

Fixed landline

Service within a bundle, from one supplier, but not sure which

Calls using a public payphone

Mobile broadband

Tablet with internet access

Other

Don't know

Not asked because do not have any difficulties paying forcommunications

Number of services mentioned:9% - 1 service2% - 2 or more services

2% said a smartphone in particular

1% said a standard mobile phone in particular

117

Figure 112: Debt on communications services in the past year

3%

1%

1%

1%

1%

0%

0%

0%

0%

2%

2%

2%

ANY communications service

TV service with additional channels you pay to receive

Any smartphone or mobile phone

Fixed landline phone at home

Smartphone

Fixed broadband

Mobile broadband

Tablet with internet access

Standard mobile phone

Gas *

Electricity*

Water*

This means that across all adults in the UK 2% claim to have some sort of communications debt in the last year.

Source: Kantar Media Omnibus, October 2014 Base: All with some responsibility for communications services (N=1562). Those with communications debt (N=44 unweighted, 45 weighted), all UK adults (2045)Question: Q.7 Have you been behind in your payment for any of the following services or products by one month or more in the last year? Question: Q.8 Which of these applies to you?Note: Any communications service is a summary code. *The data for gas, electricity and water is based of those with responsibility for decisions on communications rather than those with responsibility for each of the utilities – this data is therefore primarily useful as context to the communications debt, rather than a measure of the utilities themselves.


Of the 45 respondents who said they had a communications debt: • 34 said this was a

‘manageable’ debt, • Five said this was a ‘serious

or unmanageable’ debt. • Six said they didn’t know.

118

Figure 113: Debt on communications services in the past year, by demographics

3%

6%2%

1%

2%3%4%

3%2%

4%3%

3%1%

5%7%

All

16-3435-64

65+

ABC1C2

DE

WhiteMinority Ethnic Group

Long-term illness or disabilityNone

EnglandScotland

Wales*Northern Ireland*

Source: Kantar Media Omnibus, October 2014 Base: All with some responsibility for communications services (N=1562), 16-34 (307), 35-64 (717), 65+ (475), England (1311), Scotland (129), Wales (69), Northern Ireland (53). AB (292), C1C2 (705), DE (565), Any long term disability\illness (305), no long term disability\illness (1206), white ethnic group (1379), minority ethnic group (179) *Please note low base sizeQuestion: Q.7 Have you been behind in your payment for any of the following services or products by one month or more in the last year?Note: ‘Any communications service’ is a summary code.

% of adults with some responsibility for communications services, by demographicsAny communications debt

119

Source: Kantar Media Omnibus, October 2014 Base: All with any difficulties paying for communications services in the last year (N=208). Note: Only responses of 1% or more are shownQuestion: Q.9 When thinking about how you afford your communications services as part of your monthly spending, which, if any, of the following apply to you? Note: The following are summary codes: Used communications services less or cancelled service, Spend less or going without non communications items, Financial support or actions

Figure 114: How consumers afford communications services as part of monthly spend

40%30%

19%12%

11%9%9%9%

7%5%

2%26%

3%

18%14%

I am careful about what I buy\spendI cut back on luxuries e.g. going out less

I buy cheaper goods\servicesI go without certain smaller goods\services

I go without certain larger goods\servicesI use my communications services less

I borrowed from family\friendsI have sold items

I have decided to cancel one of my other communications servicesI have asked family\friends to pay the bill\accepted gifts from family and friends

I have taken out a loan from a bank or another companyNone of these

Don’t know

Financial support or actions e.g. borrowing/sellingUsed communications services less or cancelled service

% of adults with any difficulties paying for communication services in the last year

Summary codes

Affordability issues: i.e. respondents in debt in the past year with any communications service or who had taken a loan or sold items as a way to afford communications service as part of their monthly spending: • 28% of those who have had any difficulty affording communications services • 4% of those who have some responsibility for decision or paying for communications services • 3% of the adult population.

120

Source: Kantar Media Omnibus, October 2014 Base: All with some responsibility for communications services (N=1562). All adults 16+ in the UK (N=2045)Question: Q.10 And which, if any, of the following do you not have because of cost?Note: Any communications service, Any mobile/smartphone, Only one service, two2 services, three or more services are all summary codes

Figure 115: Communications services that respondents do not have due to cost

% of adults with some responsibility % of all adultsfor communications services

20%

7%

7%

6%

5%

4%

4%

3%

78%

2%

14%

3%

2%

Any communications service

Any smartphone or mobile…

Mobile broadband

Fixed Landline

Smartphone

Fixed broadband


Mobile phone

None of these

Don't know

Only 1 service

2 services

3 or more services

15%

6%

5%

4%

4%

3%

3%

2%

59%

2%

25%

11%

2%

2%

Any communications service

Any smartphone or mobile phone

Mobile broadband

Fixed Landline

Smartphone

Fixed broadband


Mobile phone

None of these

Don't know

Not asked as no responsibility for comms

Only 1 service

2 services

3 or more services

121

Source: Kantar Media Omnibus, October 2014 Base: All who don’t have service\cancelled a service due to cost (N=314). Note: Only responses of 1% or more are shownQuestion: Q.11 You mentioned that you don’t have these services because of cost, or you have cancelled a service because of cost. How does NOT having this service affect you?

Figure 116: Claimed impact of not having communications services

% of all who don’t have service\cancelled a service due to cost

58%

13%

7%

6%

5%

5%

4%

4%

4%

3%

2%

1%

1%

9%

No negative effect at all

No negative effect because I have alternatives

Less entertainment

Makes it more difficult to find the cheapest goods\services

Miss out on contact with familty\friends

Less able to look for work

Prevents access to information, e.g. news, health information, etc.

Prevents access to other key services (e.g. bank, utilities,…

Difficult to stay organised e.g. online shopping, etc.

Prevents access to government services (e.g. tax, driving licences etc.)

Less able to carry out work from home

Prevents access to emergency services and information that keeps…

Lack of support for special needs

Don't know

71% = no negative affect

122

Source: BDRC Continental mystery shopping , May – September 2014 Base: Total on the telephone: 1083/ All providers – fixed line, mobile and mobile retailers. Total in store: 400/ All providers / All providers – fixed line, mobile and mobile retailersQuestion: Which of the following types of information did the advisor ask you for during your conversation? (number of pieces ofinformation requested have been totalled)

Figure 117: Number of pieces of information requested by sales advisors: all providers

10088

7358

41

0

20

40

60

80

100

At leastone

At leasttwo

At leastthree

At leastfour

Five ormore

On the telephone In-store%

10082

6750

32

0

20

40

60

80

100

At leastone

At leasttwo

At leastthree

At leastfour

Five ormore

123

63

57

49

49

36

35

34

29

24

20

16

Details of current package/current costs

Details of Broadband usage

Details of calling habits

Time/day of calls (e.g. week vsweekends, daytime vs evenings)

No of people in household

Whether current package is suitable forcurrent needs

Details of TV usage (if relevant) e.g.films, sports etc

Volume of calls (e.g. minutes usedtypically)

Use of specific numbers (e.g. numbersstarting with 084 and 087)

International calling habits

Something else to make sure thepackage was suitable for you

Telephone

Fixed line providers

Source: BDRC Continental mystery shopping Base: Fixed line provider telephone shops: 424, Fixed line provider in-store shops: 100Question: Which of the following types of information did the advisor ask you for during your conversation?

Figure 118: Types of information requested by sales agents: fixed line providers

%

76

55

53

45

43

43

42

29

28

22

8

Details of currentpackage/current costs

Details of Broadband usage


Details of TV usage

Whether current package issuitable for current needs

Time/day of calls (e.g. week vsweekends, daytime vs…



Volume of calls (e.g. minutesused typically)

Use of specific numbers (e.g.numbers starting with 084…

Something else to make surethe package was suitable for…

In-store

%On the telephone In-store

124

66

64

57

51

45

22

16

13

12

5

Details of mobile handset requirements

Details of current package/current costs



Whether current package is suitable forcurrent needs






On the telephone

Source: BDRC Continental mystery shopping, May – September 2014 Base: Mobile provider telephone shops: 440 (excluding mobile retailers) ,mobile provider in-store shops: 200 (excluding mobile retailers)Question: Which of the following types of information did the advisor ask you for during your conversation?

Figure 119: Types of information requested by sales agents: mobile providers

% %

76

71

59

56

45

25

21

17

17

6

Details of current package/currentcosts

Details of mobile handsetrequirements






Use of specific numbers (e.g.numbers starting with 084 and…



In-store

On the telephone In-store

125

77

65

57

50

46

23

13

12

6

5




Whether current package is suitablefor current needs







On thetelephone

Source: BDRC Continental mystery shopping, May – September 2014Base: Mobile retailers telephone shops: 219, Mobile retailers in-store shops: 100Question. Which of the following types of information did the advisor ask you for during your conversation?Base: Mobile retailers: 219

Figure 120: Types of information requested by sales agents: mobile retailers

% %

84

70

64

63

56

27

19

18

13

5


Volume of calls (e.g. minutesused typically)






Use of specific numbers (e.g.numbers starting with 084 and…



In-store

On the telephone In-store

Figure 121: Scenarios for affordability research – mobile providers

getting a new phone?

I looking to get a new phone, I am currently with another network. At the moment my job/work is on a fixed term contract and I don’t know if it will be renewed next year so don’t want commit to too much expenditure. What would you suggest in terms of getting a new phone?

I looking to get a new phone, I am currently with another network. I am expecting a baby, not sure exactly how long I will be on maternity leave. I do get my pay reduced after a few months, and I was wondering what options there are if I get a phone and my income goes down.

I have recently become self-employed, as a freelancer and my income fluctuates. It’s really important for me to have a phone for my work, but if I have a bad couple of months I don’t want to have a big bill, what would you suggest?

There have been a lot of redundancies at my work recently, I have not been affected so far but there are more planned this year. What options are there for me in getting a new phone if I do get made redundant?

I am actually due to retire this year, although I will probably keep working a bit as a consultant. As my income might go down when I retire, what options are there for me in getting a new phone?

I have been off sick for a while and I am due to go back to work soon but if I am not well enough my employer might cut my pay. What would happen with if I got a new phone and this happened?

Is there anything else I should consider, as I need to make sure that I can manage to pay for anything I sign up for and I am worried about this?

Are there any ways I can make sure I can afford the service if I am struggling with money?

Initi

alsc

enar

ios

Initi

alsc

enar

ios

Pro

mpt

Pro

mpt

Source: BDRC Continental mystery shopping, June – September 2014

Figure 122: Definition of ‘any appropriate advice’

Information and advice provided by mobile providers to mystery shoppers was recorded.

Within this research any of the following types of advice, or asking any of the following questions were considered to be providing ‘appropriate advice’.

127

Use PAYG/ PAYG rather than take a contract

Suggested a SIM-only contract

Benefits of PAYG/ not having a contract eg decide what to pay each month/ pay only for what you use

Mentioned short contracts eg one month rolling contracts, rolling contracts

Mentioned how to terminate or suspend contracts

Benefits of being on a contract, eg predictable costs

Possibility of changing your contract to reduce payments if necessary, eg if your circumstances change

Talked about low cost tariffs

Talked about tactics to keep costs low or within the expected monthly price, eg keeping within the subscription price, avoiding calling certain types of numbers, calling at certain times, monitoring own usage, downloads etc

Asked about how much could afford to spend each month

Suggested a tariff of up to £17 per month

Asked what used phone for

Asked whether just needed to make and receive calls, eg doesn’t need to be expensive/ a smartphone

*tariffs were coded as up to £17, £17 to £22 and £22+. These bands were used as a guide for a ‘low’, ‘medium’ and ‘higher’ price guide.


Figure 123: Summary of information spontaneously provided, by contact method (all mobile providers combined)

128

*NB online excludes Three

Source: BDRC Continental mystery shopping, June – September 2014Base: All telephone shops (445), All online shops (90), All store shops (120) *NB online excludes Three. Red text indicates mentions above 40%.

To be turned into bar chart(s) by Abi.

Spontaneous provision of information Telephone Store Online*

Any APPROPRIATE advice 96 97 72

Asked what used phone for 51 43 6

Suggested a SIM-only contract 49 57 14

Asked what kind of handset was interested in 44 53 23

Suggested a tariff/ contract of up to £17 36 37 17

Talked about low cost tariffs 33 32 13

Asked about how much could afford 28 33 18

Use pay as you go 25 41 10

Mentioned short contracts 22 29 2

Suggested a tariff/ contract of £18 to £29 21 18 12

Asked if just needed to make/ receive calls 21 28 0

Benefits of being on a contract 19 14 7

Talked about tactics to keep costs low 11 8 4

Benefits of PAYG 11 28 2

How to terminate or suspend contracts 9 10 12

Possibility of changing your contract 8 9 17

Suggested a tariff/ contract of £30 or more 4 1 2

Figure 124: Summary of total provision of information, by contact method (all mobile providers combined)

129

Source: BDRC Continental mystery shopping, June – September 2014Base: All telephone shops (445), All online shops (90), All store shops (120) *NB online excludes Three. Red text indicates mentions above 40%.

Total provision of information Telephone Store Online*

Any APPROPRIATE advice 98 98 84

Suggested a SIM-only contract 61 71 26

Asked what used phone for 58 53 8

Asked what kind of handset was interested in 55 59 30

Suggested a tariff/ contract of up to £17 51 46 33

Talked about low cost tariffs 44 43 18

Asked about how much could afford 36 41 23

Asked if just needed to make/ receive calls 33 38 0

Use pay as you go 31 54 17

Mentioned short contracts 32 42 11

Benefits of being on a contract 28 20 8

Suggested a tariff/ contract of £18 to £29 24 23 17

Benefits of PAYG 19 37 6

How to terminate or suspend contracts 18 21 24

Talked about tactics to keep costs low 17 18 8

Possibility of changing your contract 16 19 31

Suggested a tariff/ contract of £30 or more 5 2 2

Figure 125: Scenarios for affordability research – universal service providers

I would like a fixed line, I have a mobile at the moment, but I can’t afford it any more as I’m on benefits. What tariffs do you offer that would be best for me?

I am finding my current bill quite high as I’m living on benefits since being made redundant. I’m struggling to afford it, but would like a fixed line. What tariffs do you offer that would be best for me?

I would like a fixed line, I have a mobile at the moment, but I can’t afford it any more since being on benefits. What tariffs do you offer that would be best for me?In

itial

scen

ario

sP

rom

pts A friend of mine is on something like BT Basic?

Is this something that would be available to me?

The CAB said that you offer something called BT Basic? Is this something that would be available to me?

A friend of mentioned some kind of social tariff. Is that something that could be available to me?

I am on SPECIFY BENEFIT, is there any discounts or special tariffs that I am entitled to?


Any of the following types of advice, or asking any of the following questions were considered to be providing ‘appropriate advice’ e.g. by mentioning the social tariff, working out the most appropriate

or low cost package and/or giving advice aiming to keep costs low

131

Mentioned social tariff

Mentioned BTBasic

Mentioned KC Social Access Package

Checked what benefits were received

Talked about low cost tariffs

Suggested a tariff/ contract of up to £17 per month for LL only (after initial discount)

Suggested a bundle of products, not just landline

Asked if needed broadband

Mentioned short contracts, eg one month contracts, rolling contracts

Asked how much could afford to spend each month

Asked what used phone for

Asked about the volume of calls made or received

Mentioned how to terminate or suspend contracts

Any of the following was considered advice on

‘social tariff’Possibility of changing your contract to reduce payments if necessary, eg if your circumstances change

Talked about tactics to keep costs low or within the expected monthly price, eg keeping within the subscription price, avoiding calling certain types of numbers, calling at certain times, monitoring own usage, downloads etc

Figure 126: Definition of ‘any mention of social tariff’ and ‘any appropriate advice’


132

Source: BDRC Continental mystery shoppingBase: BT telephone shops: 110, KC telephone shops: 71. Although not reported here sue to the lower base sizes, an additional 30 mystery shops were carried out with BT via their online webchat facility and an additional 10 mystery shops with KC were carried out using email of webchat.

% Spontaneous provision of information

Total provision (spontaneous & prompted)

Telephone Telephone

Any mention of social tariff

BT 53 78

KC 42 70Any appropriate advice

BT 93 99

KC 93 97

Figure 127: Summary of provision of information related to the social tariff

133

Figure 128: Average household spend on communications services

Source: Ofcom / operators/ ONSNotes: Fixed voice spend includes the price of fixed-line access; TV includes PPV; figures are adjusted for CPI

27.59 25.67 25.49 23.80 22.87 22.36

52.32 49.95 49.32 48.70 48.23 45.65

11.85 11.67 11.36 11.88 12.60 13.32

29.68 29.75 30.68 31.01 30.59 30.61

126.81 122.27 121.56 120.50 119.33 117.24

5.3% 5.4% 5.4% 5.5% 5.5% 5.5%

0%

1%

2%

3%

4%

5%

6%

0

50

100

150

2008 2009 2010 2011 2012 2013

Post

Radio

Television

Fixed internet

Mobile services

Fixed voice

% of total spend

£ per month (2013 prices)

Household 1 Household 2 Household 3 Household 4

‘Typical household type’ Affluent couple with sophisticated use

A retired low-income coupleA couple of late adopters A ‘networked’ family

Outbound call minutes 200 300 400 500

Type of calls 93% UK geographic and 7% UK mobiles

93% UK geographic, and 7% UK mobiles

91% UK geographic, 7% UK mobiles and2% international

91% UK geographic, 7% UK mobiles and2% international

Time of day59% daytime,25% evening

and 16% weekend

58% daytime,25% evening

and 17% weekend


and 17% weekend


and 16% weekend

134

Figure 129: Fixed-line voice prices for typical baskets of stand-alone voice services: 2010 to 2014

Monthly cost (£)

18.01 18.71 19.99 21.24

18.76 20.64 20.62 21.87

20.63 22.79 22.87 24.18

21.38 24.62 23.60 24.90

0

20

40

60

80

100

2011 2012 2013 2014

Household 4(500 mins)




-1.8% 10.1% 0.4% 5.9% Nominal change-6.0% 7.3% -2.3% 4.2% Real change

Source: Ofcom / TeligenNote: Tariff data collected in July each year; nominal prices

17% 19% 2% 13% 0% 0% 3 year change

135

Source: Ofcom / TeligenNote: Based on weighted average of the best tariffs available from the three largest operators in each country in July 2012; PPP adjusted

Figure 130: Comparative international ‘weighted average’ stand-alone fixed voice basket pricing: 2011 and 2014

Monthly cost (£)

18 21 19 23 22 23 19 23 24 21 21 2219 22 23 27 26 27 22 25 25 25 24 2521 24 27

32 30 3125

28 27 28 29 282125 30

36 31 3227

30 29 31 32 30

0

50

100

150

2011

2014

2011

2014

2011

2014

2011

2014

2011

2014

2011

2014

500minutes400minutes300minutes200minutes

UK FRA GER ITA ESP USA

8.2 8.0 8.0 8.3 8.910.0

0

5

10

15

20

2008 2009 2010 2011 2012 2013

Calls to mobiles

All of these calltypes

Rental and UKgeographic calls

Internationalcalls

Figure 131: Average per-minute residential fixed voice call charges: 2008 to 2013

Pence per minute

Source: Ofcom / operatorsNote: Includes estimates where Ofcom does not receive data from operators; calculation of total and UK geographic calls costs include line rental revenues; excludes non-geographic voice calls; adjusted for CPI; excludes VAT

4.4% 0.1% 3.7% 8.4% 9.6% 15.1% Nominal change0.7% -2.0% 0.3% 3.8% 6.6% 12.3% Real change

-1.0% -6.2%

9.8% 5.3%

4.6% 1.1%

-1.5% -0.3%

4.9% 2.8%

3.6% 4.7%

-0.7% -4.8%

-3.5% 2.8%

-7.1% -5.0%

-3.9% -11.2%

137

Figure 132: Average price of a fixed voice call minute: 2008 to 2013

0

5

10

15

2008 2009 2010 2011 2012 2013

JPN

UK

AUS

NED

ITA

SWE

ESP

USA

GER

FRA

Pence per minute

Source: IHS / industry data / OfcomNote: Includes managed VoIP calls; figures for USA include incoming calls.

1 yearchange

5 year CAGR

0

50

100

150

2011 2012 2013 2014

UK

FRA

GER

ITA

ESP

USA

Figure 133: Change in the monthly rental price of the cheapest stand-alone fixed voice service offered by the incumbent provider: 2011 to 2014

Index (2011 = 100)

Source: Ofcom , using data provided by TeligenNote: Tariff data collected in July each year; nominal prices.

Figure 134: Demographic profile of ‘fixed-line’ only customers vs. landline with fixed broadband as well

139

Source: Kantar Media Omnibus., November – December 2014.

Landline onlyLandline with

fixedbroadband

Base 241 826

Sex

Male 40% 49%

Female 60% 51%

Age

16-24 1% 4%

25-34 2% 19%

35-44 4% 19%

45-54 10% 20%

55-64 14% 20%

65-74 25% 13%

75+ 44% 5%

Landline onlyLandline with

fixedbroadband

Base 241 826

Socio Economic Group (SEG)

AB 7% 24%

C1 20% 35%

C2 22% 19%

DE 51% 21%

Income

Under £20k 53% 30%

£20k or more 14% 38%

Refused 33% 33%

Working status

Working 18% 59%

Not working 82% 41%

Figure 135: Awareness of landline providers

140

94%

81%77% 75%

32%29%

16%13%

92%

59%

51%57%

28%

18%

9% 8%

94%

86%80% 80%

33% 31%

17%14%

BT Sky Talk Talk Virgin Media Post Office Tesco Co-op John Lewis

All landline customers Landline only Landline with fixed broadband

Source: Kantar Media Omnibus., November – December 2014. Q5A. Which provider do you use for your landline service? Q11. Before today, which of the following companies were you aware it is possible to get a landlineservice from?

141

Figure 136: Average monthly price of residential fixed broadband connection: 2008 to 2013

£19.28 £17.81 £16.43 £16.55 £16.82 £16.96

0

5

10

15

20

2008 2009 2010 2011 2012 2013

£ per month

Source: Ofcom / operatorsNote: Includes estimates where Ofcom does not receive data from operators; includes VAT; adjusted for CPI.

Average actualspeed

Annual change

4.1Mbit/s (April)

6.2Mbit/s(November)

3.6Mbit/s(November)

7.6Mbit/s(November)

12.0Mbit/s(November)

17.8Mbit/s(November)

-11.2% -7.6% -7.8% 0.7% 1.6% 0.8%

35.7232.73 31.06 32.89

24.62 22.73 19.62

22.90

0

10

20

30

40

2011 2012 2013 2014

400 mins,>=30Mbit/sbroadband

400 mins,>=10Mbit/sbroadband

142

Source: Ofcom / TeligenNotes: Nominal prices; based on tariffs available in July each year. Basket includes 400 voice minutes (95% UK geographic, 3% to UK mobile, 3% international), 58% of calls in daytime, 25% in evening, 16% at weekend. Basket of services includes special offers available such as discounted line rental for an introductory period

Monthly cost (£)

Figure 137: Lowest price available for a basket of voice calls and fixed broadband: 2011 to 2014

Nominal annual change

-8.4% -5.1% 5.9% Superfast-7.7% -13.7% 16.7% Standard

Handset type Outbound voice minutes per month

Outbound SMS per month Data use per month

Connection 1 Basic 50 None NoneConnection 2 Basic 50 25 50MBConnection 3 Intermediate 150 200 200MBConnection 4 Intermediate 200 50 500MBConnection 5 Intermediate 100 250 1GBConnection 6 Advanced 250 100 300MBConnection 7 Advanced 300 150 1GBConnection 8 Advanced 500 200 2GB

143

Figure 138: Composition of mobile phone baskets: 2011 to 2014

Source: Ofcom / TeligenNote: Calculated from lowest tariff available from each of the three largest mobile operators by retail market share in July of each year; nominal prices; full details of methodology, basket composition and in-depth analysis will be provided in Ofcom’s International Communications Market Report (http://stakeholders.ofcom.org.uk/binaries/research/cmr/cmr14/icmr/ICMR_2014.pdf)

144

8 9 10 911 10 10 920 20 15 1520 27 18 1729 23 25 20

29 3931 33

4456

41 45

5757

51 48

0

50

100

150

200

250

2011 2012 2013 2014

Connection 8Connection 7Connection 6Connection 5Connection 4Connection 3Connection 2Connection 1

Figure 20b

Monthly cost (£)

Figure 139: Weighted average of best prices available from the three largest operators, 2011 to 2014

Annual change

-6.7%9.8%5.1%

-17.0%-4.7%-1.5%-8.3%-8.3%

-2.1% 9.8% -16.3% -2.4% Nominal change-6.3% 7.0% -18.5% -3.9% Real change

Source: Ofcom / TeligenNote: Calculated from lowest tariff available from each of the three largest mobile operators by retail market share in July of each year; nominal prices; full detailsof methodology, basket composition and in-depth analysis will be provided in Ofcom’s International Communications Market Report (http://stakeholders.ofcom.org.uk/binaries/research/cmr/cmr14/icmr/ICMR_2014.pdf)

145

Figure 140: Monthly line rental prices for new mobile contract connections

Source: GfK Retail and Technology UK Ltd, Contract Handset Acquisitions: price segments.Notes: England, Scotland and Wales only (excludes Northern Ireland); based on GfK’s coverage of94% of the consumer market; based on new post-pay connections; excludes contract renewals; onlyrepresents sales through consumer channels (i.e. most business connections are excluded)

12 12 12 13 15 18 17 18 20 24 26 26 29 30 29 27 30 31 32 34 3520 21 23 23 22 20 19 18 17 18 19 20 20 18 16 13 13 12 15 16 1910 13 13 13 13 13 15 16 14 13 13 11 11 9 11 11 11 13 12 10 117 10 10 11 11 14 15 17 21 14 12 10 10 10 12 13 13 13 12 11 9

1413 12 13 12 13 11 10 7 8 8 9 9 11 10 9 9 11 11 9 826 19 15 15 14 11 13 13 12 14 14 15 14 15 16 17 13 13 11 10 9

12 13 15 12 13 10 10 10 9 9 8 9 7 6 6 10 10 7 7 11 8

0%

20%

40%

60%

80%

100%

2009

Q1

Q2

Q3

Q4

2010

Q1

Q2

Q3

Q4

2011

Q1

Q2

Q3

Q4

2012

Q1

Q2

Q3

Q4

2013

Q1

Q2

Q3

Q4

2014

Q1

£40+£35-39.99£30-34.99£25-29.99£20-24,99£15-19.99£0-14.99

Proportion of sales (%)

146

Source: Ofcom / TeligenNote: Based on standalone television tariffs available from Virgin Media and Sky in July of each year; includes hardware and installation costs.

Figure 141: Best price available for television services

Monthly cost (£)

12 12 12 12 12 12 12 12

20

62

15

61

16

66

17

6332

74

27

73

28

78

29

75

0

20

40

60

80

Bas

ic

Pre

miu

m

Bas

ic

Pre

miu

m

Bas

ic

Pre

miu

m

Bas

ic

Pre

miu

m

TV subscription(inc. installation)

Licence fee

2012 2013 20142011

147

Source: Ofcom / TeligenNotes: Based on tariffs available from the largest operators (BT, Virgin Media, TalkTalk Group, Sky, Orange, T-Mobile, Vodafone, O2) in July of each year; TV includes price of set-top box/decoder; full details of methodology, basket composition and in-depth analysis will be provided in Ofcom’s International Communications Market report (scheduled for publication on 13 December 2012)

Figure 142: Lowest prices available for a basket of communications services typical of a ‘networked family’ household

Monthly cost (£)

23.35 20.25 27.88 30.942.94 3.09

3.11 3.220.14

85.8276.69 52.52

61.57

32.1227.01

12.1312.13

144.23127.04

95.63107.99

0

50

100

150

2011 2012 2013 2014

TV (inc. licencefee)Mobile

Fixed broadband

Fixed voice

Fixed voice, bb &TV accessFixed voice & bbaccess

148

Source: Ofcom / TeligenNote: Based on weighted average of the best tariffs available from the three largest operators in each country in July 2012; PPP adjusted; TV excludes licence fee, but includes price of set-top box/decoder and installation; mobile broadband figures are ‘lowest available’; full details of methodology, basket composition and in-depth analysis will be provided in Ofcom’s International Communications Market report (scheduled for publication on 13 December 2012)

Figure 143: Comparative ‘weighted average’ pricing of single services for baskets of communications services typical of five household types

Monthly cost (£)

40 42 44 46 4975 61 69

94 79 8711

2

81 8113

091

128 15

3

150 17

426

120

7 223

286

172

168 21

617

818

727

5

0

100

200

300

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

TV

MobilebroadbandMobilehandsetFixedbroadbandFixed voice

Basic needs Late adopter Mobile power user

Connected family

Sophisticated couple

UK rank1 1 1 1 2

Figure 25

149

Source: Ofcom / TeligenNote: Based on tariffs available from the three largest operators for each service in each country in July 2012; PPP adjusted; TV excludes license fee, but includes price of set-top box/decoder and installation; full details of methodology, basket composition and in-depth analysis will be provided in Ofcom’s International Communications Market report (published on 13 December 2012)

Figure 144: Comparison of lowest-priced services, including multi-play, for baskets of communications services typical of five household types

Monthly cost (£)

28 30 26 25 2144 40 3347 41 50

87

69 6010

175

106 118

9680

131

116 13

221

8

121

108 12

610

314

321

4

0

50

100

150

200

250

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

UK

FRA

GE

RIT

AE

SP

US

A

TV

MobilebroadbandMobilehandsetFixedbroadbandFixed voice

Bundle

Basic needs Late adopter Mobile power user

Connected family

Sophisticated couple

UK rank4 2 2 2 3

150

Source: WIKNote: Delivery targets in Japan, Australia, Brazil, Russia, India and China are dependent on the point of origin and destination.

Figure 145: Delivery specifications for the fastest letter mail product

UK FRA GER ITA USA JPN AUS ESP NED SWE POL SGA BRA RUS IND CHND+1 D+1 D+1 D+1 D+3 Variable Variable D+3 D+1 D+1 D+1 D+1 D+2-5 Variable Variable Variable

151

£0.62

£0.56

£0.51

£0.59

£0.31

£0.54

£0.43

£0.32

£0.54

£0.59

£0.48

£0.13

£0.25

£0.50

£0.05

£0.12

£0.62

£1.40

£1.23

£1.78

£1.03

£0.92

£0.86

£0.78

£1.63

£1.18

£0.48

£0.26

£0.50

£0.76

£0.27

£0.62

£1.24

£2.25

£2.04

£2.21

£1.30

£1.34

£4.45

£1.72

£2.18

£2.36

£1.03

£0.51

£0.64

£0.95

£0.44

£0.83

£0 £1 £2 £3 £4 £5

UKFRAGER

ITAUSAJPNAUSESPNEDSWEPOLSGPBRARUSIND

CHN

Small letterStandard letterLarge letter

Source: WIK / Ofcom analysisValues converted from the local currency unit to British Sterling (£1 = €1.177 / US$1.563 / JPY¥152.606 / AUS$1.619 / SEK10.183 / PLN4.941 / SGD$1.956/ KRW₩ 1711.543/ BRL3.371/ RUB49.789/ INR91.588 / CNY¥ 9.685

Figure 146: Published stamp prices for small (DL), standard (C5) and large (C4) domestic letters: August 2014

152

Source: WIK / Ofcom analysis. Note: Figures are nominal. Note: Standard letter is based on C5 envelope, 229x162x5 <=100g

Figure 147: Increase in stamp price for the fastest available standard-size (C5) letter since 2010

(2010=1)

1.51

1.18

1.401.45

0.98

1.13

0.90

1.00

1.10

1.20

1.30

1.40

1.50

1.60

2010 2011 2012 2013 2014

UKFRAITAUSAESPNEDPOLBRA

153

Source: WIKNote: Delivery targets in Russia are dependent on the point of origin and destination.

Figure 148: Delivery specifications for the Second Class equivalent letter product

UK FRA SWE POL KOR RUSD+3 D+3-4 D+3 D+3 D+3 Variable

154

£0.53 £0.53

£1.17

£0.50

£1.40

£1.78

£0.54

£1.18

£2.16

£0.35 £0.35

£0.76

£0.18 £0.30 £0.370.300.42 0.51

£0.0

£0.5

£1.0

£1.5

£2.0

£2.5

Second class small letter Second class standard letter Second class large letter

UK FRA SWE POL KOR RUSSource: WIK / Ofcom analysisNote: Small letter is based on DL envelope, 110x220x5 <=20g; Standard letter is based on C5 envelope, 229x162x5 <=100g; Large letter is based on C4 envelope, 324*224*25 101g-150gValues converted from the local currency unit to British Sterling (£1 = €1.177 / US$1.563 / JPY¥152.606 / AUS$1.619 / SEK10.183 / PLN4.941 / SGD$1.956/ KRW₩ 1711.543/ BRL3.371/ RUB49.789/ INR91.588 / CNY¥ 9.685/ NGN₦ 242.685

Figure 149: Stamp prices for Second Class domestic letters

Price (£)

Consumer interest and activity

155

36

35

32

32

31

27

34

32

29

38

32

30

16

16

18

14

13

14

14

14

14

13

13

11

40

36

38

39

38

37

37

34

36

37

39

37

8

12

12

14

18

22

16

20

21

13

17

22

0% 20% 40% 60% 80% 100%

2014

2013

2012

2014

2013

2012

2014

2013

2012

2014

2013

2012

Inactive Passive Interested Engaged

Fixe

d-lin

eM

obile

Bro

adba

ndD

igita

l TV

156

Figure 150: Trend in levels of participation, by total market

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2012, 2013 and 2014Base: All adults aged 16+ who are the decision-maker for fixed line (whole market, 1636 2012, 1596 2013, 1736 2014), mobile (whole market, 1714 2012, 1718 2013, 1679 2014), broadband (whole market, 1341 2012, 1291 2013, 1464 2014), digital TV (whole market, 1483 2012, 1592 2013, 1723 2014)

Indicates significant decrease, indicates significant increase, dotted arrow represents change at the 95 confidence level %

35

35

40

37

13

15

14

12

42

32

32

38

9

17

14

12

0% 20% 40% 60% 80% 100%

DE

C2

C1

AB


157

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker for fixed line (whole market 2014)

Figure 151: Fixed line market trend in participation, by SEG

34

30

31

34

15

12

15

14

37

45

40

37

14

13

14

15

0% 20% 40% 60% 80% 100%

DE

C2

C1

AB


158

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker for broadband (whole market, 1464)

Figure 152: Fixed broadband market: trend in participation, by SEG

39

33

33

37

17

19

16

14

38

44

40

39

5

4

11

9

0% 20% 40% 60% 80% 100%

DE

C2

C1

AB


159

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker for digital TV (whole market, 1723)

Figure 153: Digital TV market: trend in participation, by SEG

40

32

31

34

16

12

13

13

33

42

36

36

10

15

20

17

0% 20% 40% 60% 80% 100%

DE

C2

C1

AB


160

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker for mobile (whole market, 1679)

Figure 154: Mobile market trend in participation, by SEG

161

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2013 and 2014Base: All adults aged 16+ who are the decision-maker for fixed line (single purchase, 518 2013, 409 2014) (service in bundle, 1078 2013, 1327 2014), mobile (single purchase, 1609 2013, 1614 2014) (service in bundle, 109 2013, *65 2014), broadband (single purchase, 222 2013, 149 2014) (service in bundle, 1069 2013, 1313 2014), digital TV (single purchase, 1104 2013, 1088 2014) (service in bundle, 488 2013, 635 2014). *Caution: Low base, treat as indicative only.

Figure 155: Trend in participation, by purchasing behaviour

31

21

40

43

32

28

34

44

39

29

34

32

36

30

44

36

19

17

15

16

14

13

19

9

22

12

13

14

14

12

12

15

40

42

40

33

40

40

35

31

21

39

37

34

36

40

37

37

11

20

6

8

15

19

13

15

19

20

16

20

14

18

7

13

0% 20% 40% 60% 80% 100%

2014

2013

2014

2013

2014

2013

2014

2013

2014*

2013

2014

2013

2014

2013

2014

2013

Inactive Passive Interested EngagedFi

xed-

line

Mob

ileB

road

band

Dig

ital T

V

Single

Bundle

Single

Bundle

Single

Bundle

Single

Bundle

162

Source: Ofcom switching trackersurvey carried out by Saville Rossiter-Base in July to August 2013 and 2014Base: All adults aged 16+ who are the decision maker for fixed line (whole market, 1736) (single purchase, 409) (service in bundle, 1327), mobile (whole market, 1679) (single purchase, 1614) (service in bundle, *65), broadband (whole market, 1464) (single purchase, 149) (service in bundle, 1315), digital TV (whole market, 1723) (single purchase, 1088) (service in bundle, 635). *Caution: Low base treat as indicative only.

65

12

33

911

94

99

1314

119

119

1111

68

910

44

31

32

54

45

54

2

34

34

44

24

34

97

46

66

77

49

68

756

76

77

82

65

7

85

44

54

97

710

98

476

76

77

75

76

7

0% 20% 40%

201320122013201220132012201320122013201220132012201320122013201220132012201320122013201220132012

Switched supplier Actively looking Started looking, not switched Considered without looking

7

11

1

6

6

9

3

4

1

2

3

3

5

7

2

2

5

5

3

7

6

5

3

6

0% 20% 40%

2014

2013

2014

2013

2014

2013

Fixe

d-lin

e

Whole market

Single

Bundle

6

13

7

11

7

11

1

2

4

3

4

3

1

7

5

6

5

6

4

4

4

6

4

6

0% 20% 40%

2014*

2013*

2014

2013

2014

2013

Mob

ile

Whole market

Single

Bundle

6

9

6

9

6

9

4

5

3

4

4

5

5

7

2

4

4

6

4

9

8

7

5

9

0% 20% 40%

2014

2013

2014

2013

2014

2013

Fixe

d br

oadb

and

Whole market

Single

Bundle

3

6

1

1

2

3

2

4

2

3

2

3

6

9

3

4

4

6

4

8

2

4

3

5

0% 20% 40%

2014

2013

2014

2013

2014

2013

Dig

ital T

V

Whole market

Single

Bundle

Figure 156: Trend in ‘engagement activity’ in the communications markets in the past 12 months

163

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker for fixed line (2014, 1736) mobile (2014, 1679), broadband (2014, 1464), digital TV (2014, 1723)Note: data from 2008 to 2010 are based on standalone purchaser data, 2012 and 2014 data is based on total market. Therefore, trend data prior to 2012 are not directly comparable and should be viewed as indicative only.

9 9 10

48 9

73

10 9 9

3

911

9

36 7 6

2

0%

10%

20%

30%

40%

50%

Fixed line Mobile Fixed broadband TV

2010 2011 2012 2013 2014

Figure 157: Switching in communications markets in the past 12 months, year-on-year comparison

164

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker for a bundle of services (2007, 384) (2008, 524) (2009, 631) (2010, 570) (2011, 795) (2012, 1079) (2013, 1133) (2014, 1374)

12

24

13 1210

14 14

9

0%

10%

20%

30%

40%

50%

Bundle - switched at least one service

2007 2008 2009 2010 2011 2012 2013 2014

Figure 158: Switching among all bundlers in the past 12 months

165

1

1

2

2

3

2

7

11

8

2

4

4

1

3

5

5

3

4

5

1

1

1

1

2

1

1

1

1

2014

2013

2012

2014

2013

2012

2014

2013

2012

2014

2013

2012

Switched on its own Switched at same time as 1 other service Switched at same time as 2+ other servicesFi

xed-

line

Mob

ileB

road

band

Dig

ital T

V

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker for fixed line (2014, 1736) mobile (2014, 1679), broadband (2014, 1464), digital TV (2014, 1723)

Figure 159: Switching multiple services in communications markets in the past 12 months, by total market

166

6 8 6 4 4 7 67 8 8 6 5 49 56 7 5 5 3 6 52 2 2 3 2 2 2

0%

20%

40%

60%

80%

100%

Total 16-24* 25-44 45-64 65-74 75+ Male Female

Fixed line Mobile Fixed broadband Digital TV

Source: Ofcom switching trackersurvey carried out by Saville Rossiter-Base in July to August 2014QL7 - Have you ever changed the company that provides your home landline service? IF YES – When did you most recently change supplier for your home landline service?Base: All adults aged 16+ who are the decision maker for fixed line (1736), mobile (1679), broadband (1464), digital TV (1723)*Base size for 16-24 year olds too small to analyse

Figure 160: Switched provider in past 12 months, by age and gender

-3 -4 -3 -1 -4 -6 -4 -4 -2 -4 -2 -1 -2 -4 +2 -1 +1 -4 -5 -6-1 -3 -2 -1-6

167

6 94

8 5 73

7 8 7 6 4 736 9

4 6 4 622 2 1 2 3 2 2

0%

20%

40%

60%

80%

100%


Fixed line Mobile Fixed broadband Digital TV

Figure 161: Switched provider in past 12 months, by socio-economic group and urbanity

Source: Ofcom switching tracker survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision maker for fixed line (1736), mobile (1679), broadband (1464), digital TV (1723)QL7 - Have you ever changed the company that provides your home landline service? IF YES – When did you most recently change supplier for your home landline service?

1

3

11

3

8

4

22

22

42

3

5

9

1

6

7

17

36

25

10

2

1

8

9

17

23

35

17

7

1

5

8

22

27

39

0% 10% 20% 30% 40% 50% 60% 70%

Other

Wanted new handset/faster fixedbroadband/more channels

Moving home

Friend/ family had a better deal

Wanted to add more services

End of contract period

Advertisement for a better deal

Poor service from provider

Reviewing finances Fixed-line

Mobile

Broadband

Digital TV

168

Source: Ofcom switching trackersurvey carried out by Saville Rossiter-Base in July to August 201Base: All adults aged 16+ who switched in the last 12 months, considered switching or are actively looking to change provider for fixed-line (287), mobile (179), fixed broadband (283), Digital TV (175)QL9c – What prompted you to start looking for a new provider for your [service]?

Figure 162: What prompted switchers to consider looking for a new provider, by market

169

17

10

4

5

16

6

46

52

62

53

34

66

29

38

34

37

41

23

8

1

5

8

4

0% 20% 40% 60% 80% 100%

Fixed broadband switchers*

Fixed broadbandconsiderers*

Mobile switchers*

Mobile considerers*

Fixed line switchers*

Fixed line considerers*

Put under pressure Tried to persuade to stay, but not put under pressure

Did not try to persuade me to stay Can't remember

Figure 163: Attitudes towards provider discussions, among considerers and switchers, in the past 12 months

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who considered switching/ switched provider in the last 12 months and were in contact with their current/ previous supplier for fixed-line (51 considered, 85 switched), mobile (46 considered, 73 switched), fixed broadband (40 considered, 73 switched). Data excluding home-movers is not significantly different to that shown above. Summary data illustrating ‘any contact’ are based on all those who switched in the last 12 months. *Caution: Low base, treat as indicative only

Any contact with previous

provider42%

79%

42%

70%

36%

73%

170

Figure 164: Attitudes to decision to switch/not to switch in the past 12 months

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014 Base: All adults aged 16+ who considered switching/ switched provider in the last 12 months for fixed-line (130 considered, 111 switched), mobile (119 considered, 108 switched), fixed broadband (129 considered, 98 switched), Digital TV (106 considered, 40 switched) *Caution: Low base, treat as indicative only. **Digital TV switchers not included as base size below 50

24

63

12

56

17

60

23

51

29

51

36

48

37

58

18

2

21

5

22

1

13

6

6

11

3

8

1

6

1

5

4

1

0% 20% 40% 60% 80% 100%

Switchers**

Considerers

Switchers*

Considerers

Switchers

Considerers

Switchers

Considerers

Very happy Fairly happy Fairly unhappy Very unhappy Don't know

Fixe

d-lin

eM

obile

Bro

adba

ndD

igita

l TV

4

13

36

12

24

3

23

21

28

22

5

39

34

13

12

1

16

28

22

30

0% 10% 20% 30% 40% 50%

Service availability

Terms & conditions

No cost benefit

Hassle

Satisfied with provider Fixed-line

Mobile

Broadband

TV

(+1)(-19)

(-6)(+6)

(-2)(-10)

(+2)(-9)

(-4)(+9)

(-7)(+8)

(+5)(+16)

(+8)(-6)

(-3)(+1)

(+/-0)(-2)

171

Source: Ofcom switching trackersurvey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision maker for each service who have considered switching but did not switch (Fixed line, 130) (Mobile, 119) (Broadband, 129) (Digital TV, 106).

Figure 165: Reasons for considering, but not switching provider

56

52

54

57

48

47

62

62

62

62

58

58

24

38

32

34

37

38

30

30

29

30

33

33

7

5

6

4

8

8

3

3

6

3

3

3

13

3

8

5

4

5

4

4

2

2

3

3

1

1

2

2

1

1

3

3

3

0% 20% 40% 60% 80% 100%

Standalone

Bundle

Total market

Switched fixed bb + other service

Standalone*

Bundle

Total market

Standalone

Bundle*

Total market

Switched fixed + other service

Standalone

Bundle

Total market

Very easy Fairly easy Fairly difficult Very difficult Don't know

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014 Base: All adults aged 16+ who are the decision-maker and have ever switched provider for fixed line (2014, 667), mobile (2014, 701), broadband (2014, 477), digital TV (2014, 243).* Too few interviews were conducted with mobile bundle consumers who have switched, broadband standalone consumers who have switched, and mobile and digital TV consumers who switched multiple services at the same time.

172

Figure 166: Consumer opinions about ease of switching supplier, by purchasing behaviour, among those who have ever switched

% Easy

92%

89%

89%

85%

85%

90%

95%

89%

85%

86%

84%

88%

92%

92%

90%

91%

91%

92%

91%

92%

NA

92%

85%

86%

NA

92%

86%

80%

2013 2014

Fixe

d-lin

eM

obile

Bro

adba

ndD

igita

l TV

30

55

54

25

49

47

34

66

62

22

66

58

41

28

32

43

38

38

43

25

30

41

27

33

8

6

6

14

8

8

6

4

3

11

4

3

4

9

8

5

5

5

3

5

4

7

3

3

18

1

1

12

2

14

1

1

19

1

3

0% 20% 40% 60% 80% 100%

Never switched

Switched last 2 years

Ever switched

Never switched


Ever switched

Never switched


Ever switched

Never switched


Ever switched


Fixe

d-lin

eM

obile

Bro

adba

ndD

igita

l TV

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker and have ever switched provider for fixed line (667), mobile (701), broadband (477), digital TV (243). Switched provider in the last 2 years for fixed line (251), mobile (277), broadband (207), digital TV (100). Never switched provider for fixed line (921), mobile (978), broadband (830), digital TV (1390)

173

Figure 167: Consumer opinions about ease of switching supplier, by when switched and never switched

174

53

2

2

5

5

6

6

6

6

6

7

8

10

10

11

28

50

4

8

9

8

7

4

11

9

6

11

8

17

7

7

18

0% 20% 40%

None of these

Delay in receiving equipment

Keeping phone number/email

Process took longer than expected

Temporary loss of service

Cancellation charges

Waiting for contract to end

Contacting provider to cancel service

Technical issues

Knowing how to switch

Comparing offers

Paying for two services

Provider sending bills for cancelled service

Arranging start and stop dates

Obtaining information on switching from previous provider

Provider persuasion to stay

2013

2014

Figure 168: Experience of prompted difficulties among those who had switched fixed-line provider in past 12 months

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014 Base: All adults aged 16+ who switched provider in the last 12 months for fixed-line (2014, *96) (2013, 159) *Caution: Low base, treat as indicative only.

175

48

1

4

6

6

6

8

10

10

10

10

13

13

14

16

21

51

4

5

7

9

13

7

6

12

10

18

9

6

13

16

21

0% 20% 40%

None of these




Keeping phone number/email

Comparing offers








Technical issues



2013

2014

Figure 169: Experience of prompted difficulties among those who had switched fixed broadband provider in past 12 months

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014 Base: All adults aged 16+ who switched provider in the last 12 months fixed broadband (2014, *80) (2013, 141) *Caution: Low base, treat as indicative only.

176

56

0

2

3

4

4

4

5

5

6

6

7

7

8

8

10

11

49

6

11

1

14

5

9

7

9

10

10

9

11

6

9

9

15

0% 20% 40% 60%

None of these






Comparing offers

Losing content




Keeping phone number


Technical issues




2013

2014

Figure 170: Experience of prompted issues among those who had switched mobile provider in past 12 months

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014 Base: All adults aged 16+ who switched provider in the last 12 months for mobile (2014, 108) (2013, 160).

177

15 15

29

39 9 10

4

17 15

37

28 9 7

3

13 12

38

410 9 9

3

12 12

36

59 11 9

3

12 12

33

36 7 6

20%

20%

40%

60%

80%

100%

Electricity Gas Car insurance Bank account Fixed line Mobile Broadband Digital TV

2010 2011 2012 2013 2014

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014 Base: All adults aged 16+ who are the decision-maker for fixed line (2014,1736), mobile (2014,1679), fixed broadband (2014, 1464), digital TV (2014,1723), electricity (2014,1728), gas (2014,1465), car insurance (2014,1421), bank account (2014,1899)

Figure 171: Proportion of customers who have switched communications and utilities suppliers in the past 12 months

64

60

51

72

73

70

75

60

64

61

68

62

63

64

70

21

30

32

26

22

25

20

31

28

27

27

29

29

27

21

10

10

6

1

3

6

5

5

2

6

4

4

3

1

1

1

2

2

5

1

2

3

4

4

2

1

1

1

2

1

1

1

2

1

2

2

9

6

2

0% 20% 40% 60% 80% 100%

2014

2013

2012

2014

2013

2012

2011

2014

2013

2012

2011

2014

2013

2012

2011


Elec

tric

ityG

asC

ar

insu

ranc

e

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in June to July 2011, July to August 2012, 2013 and 2014Base: All adults aged 16+ who are the decision-maker and have switched provider in the last 12 months for electricity (2013, 204), gas (2013, 169), car insurance (2013, 442), bank account (2013, 56). *Caution: Low base in 2013 so treat as indicative only, and base too low for reporting in 2011

178

Figure 172: Consumer opinions on ease of switching utilities supplier, among those who had switched in the past 12 months

Ban

k A

ccou

nt*

54

47

45

60

56

51

51

46

49

52

52

52

57

54

48

36

42

45

32

34

39

34

36

36

37

36

37

34

35

39

5

5

4

4

3

4

5

6

6

5

7

5

6

6

7

3

2

3

3

4

4

6

6

6

4

4

4

3

3

3

2

3

3

1

2

2

3

5

4

2

2

2

1

2

3

0% 20% 40% 60% 80% 100%

2014

2013

2012

2014

2013

2012

2014

2013

2012

2014

2013

2012

2014

2013

2012

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

179

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2012, 2013 and 2014Base: All adults aged 16+ who are the decision-maker and express an opinion on fixed line (2012, 1622) (2013,1576) (2014, 1731), mobile (2012, 1704) (2013,1702) (2014, 1669), fixed broadband (2012, 1333) (2013,1283) (2014, 1460), digital TV (2012, 1481) (2013,1584) (2014, 1715) any bundlers (2012, 654) (2013, 1119) (2014, 1371). ‘Don’t know’ responses have been excluded from the base.

Figure 173: Satisfaction with overall services from communications supplier - total market: 2012-2014

Fixe

d-lin

eM

obile

Bro

adba

ndD

igita

l TV

Bun

dle

64

61

60

52

47

48

46

47

51

65

65

63

30

32

33

34

36

40

34

35

32

30

29

31

2

3

3

5

6

4

6

6

5

2

3

3

3

2

3

7

7

6

9

7

8

2

2

1

1

1

1

3

4

3

5

4

5

1

1

2

0% 20% 40% 60% 80% 100%

2014

2013

2012

2014

2013

2012

2014

2013

2012

2014

2013

2012

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfiedFi

xed-

line

Mob

ileB

road

band

Dig

ital T

V

180

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2012, 2013 and 2014Base: All adults aged 16+ who are the decision-maker and express an opinion on fixed line (2012, 1624) (2013,1576) (2014, 1730), mobile (2012, 1703) (2013,1703) (2014, 1670), fixed broadband (2012, 1337) (2013,1283) (2014, 1459), digital TV (2012, 1468) (2013,1583) (2014, 1716). ‘Don’t know’ responses have been excluded from the base.

Figure 174: Satisfaction with reliability of service (reception/ease of accessing mobile network) in all markets: 2012-2014

181

3 3 3 2 3 612 14

10 1219

23

11 10 11 817 16

4 4 4 4 62

0%

20%

40%

60%

80%

100%

2013 2014 2013 2014 2013 2014

Fixed line Mobile Broadband Digital TV

Figure 175: Dissatisfaction with reliability of service, by urbanity: 2013-2014

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2013 and 2014Base: All adults aged 16+ who are the decision-maker and express an opinion on fixed line (2014, 1730), mobile (2013, 1670), broadband (2013, 1459), digital TV (2013, 1716). ‘Don’t know’ responses have been excluded from the base.

Total Urban Rural

38

35

37

61

55

56

34

36

43

48

47

49

39

40

37

42

41

48

22

26

29

40

40

36

39

38

38

42

42

41

9

10

7

6

8

7

12

8

9

6

7

7

7

6

8

8

10

6

8

9

7

10

9

7

6

6

4

10

9

11

4

4

2

4

3

2

3

7

4

2

2

3

2

3

4

0% 20% 40% 60% 80% 100%

2014

2013

2012

2014

2013

2012

2014

2013

2012

2014

2013

2012

2014

2013

2012

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

Fixe

d-lin

eM

obile

Bro

adba

ndB

undl

eD

igita

l TV

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2012, 2013 and 2014Base: All adults aged 16+ who are the decision-maker and express an opinion on fixed line (2014, 400), mobile (2014, 1591), broadband (2014, 144), digital TV (2014, 1076), bundle (2014, 1364). ‘Don’t know’ responses have been excluded from the base.

182

Figure 176: Satisfaction with value for money: 2012-2014

183

1015 13

9 917

7 7 10 7 6 7 714 1311

179 11 9 11 1412 14 15

10 711

1812

0%

20%

40%

60%

80%

100%

Total AB* C1* C2* DE* Urban Rural*

Fixed-line

Mobile

Broadband

Digital TV

Bundledservices

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014Base: All adults aged 16+ who are the decision-maker and express an opinion on fixed line (2014, 400), mobile (2014, 1591), broadband (2014, 144), digital TV (2014, 1076), bundled services (2014, 1364). *Caution: Base too low for broadband for each socio-economic group C2 and DE and rural and a low base for fixed-line rural, so treat as indicative only. ‘Don’t know’ responses have been excluded from the base.

Figure 177: Dissatisfaction with value for money, by socio-economic group and urbanity

184

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2012-2014Base: All adults aged 16+ who are the fixed broadband decision-maker who expressed an opinion (2012, 1318) (2013, 1254) (2014, 1449). Note: ‘Don’t know’ responses have been excluded from the base.

Figure 178: Satisfaction with speed of fixed broadband service while online: 2012-2013

48

39

42

32

36

36

6

8

6

8

10

10

5

8

6

0% 20% 40% 60% 80% 100%

Q3 2014

Q3 2013

Q3 2012

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly unsatisfied Very dissatisfied

2 1 2 3 3 1 1 2 13

3 3 3 3 43 3 3 3

7 10 10 7 7 44 5 7 7

4752 47 48 50

4546

38

46 48

4135 38 39 38

43 4753

42 40

0%

20%

40%

60%

80%

100%


Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Source: Ofcom post tracking surveyBase: All adults 16+ (4853) QE2. Thinking about your experience of using the postal service to send and receive mail, how would you rate your overall satisfaction with the postal service?

185

Figure 179: Overall satisfaction with the postal service, by age and gender

% change satisfied 2013 vs 2014

+1% +1% +1% +3% -1% +2% +3% +8% +1% +2%

2 2 2 1 1 23 3 2

2 1 2 2 23

7 84 9

3 3 3 77

47 47 5337 47 46

35

49 47

41 40 38

5247 48

60

41 40

0%

20%

40%

60%

80%

100%

Total England Scotland Wales N Ireland Off shore Remote rural Other rural Urban

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Source: Ofcom post tracking surveyBase: All respondents (4853) QE2. Thinking about your experience of using the postal service to send and receive mail, how would you rate your overall satisfaction with the postal service?

186

Figure 180: Overall satisfaction with the postal service, by nation and urbanity


+1% +2% -1% -1% +2% +2% +3% +4% 0%

Figure 181: Overall satisfaction with aspects of Royal Mail’s postal service

187

18

39

40

41

43

47

37

35

38

39

42

39

18

10

9

9

8

7

17

8

8

7

4

3

8

5

4

3

1

2

Cost of postage

Time of delivery

Number of post offices and post boxes

Location of post offices and post boxes

Time it takes to get to destination

Security of the service

Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied

+1

-1

-2

+1

+3

Source: Ofcom post tracking surveyBase: All respondents (4853)Q:E3: How would you rate the performance of Royal mail as a recipient or sender in the following areas on a 5 point scale where 1 is very dissatisfied and 1 is very satisfied

% of respondents

+1


50 3 5 6 7 6 6 4 5

12

813 13 10

14 1712

1014

1523

17 14 1511

13

10 1614

42 4143 42 44 42

39

4042

42

26 2724 27 25 25 26

32 28 25

0

20

40

60

80

100


Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Source: Ofcom post tracking surveyBase: All respondents (4853) QE4. How satisfied are you overall with the postal service in terms of value for money of sending mail?

Figure 182: Satisfaction with the postal service: value for money, by age and gender

188


+1% +3% +1% +1% +1% = +2% +1% = +1%

5 5 1 4 4 4 5 2 5

12 129

13 1116

10 14 12

15 1512

14 1510

1115 15

42 41 40 40 4244

40

43 42

26 2717

28 28 2334

25 26

0%

20%

40%

60%

80%

100%

Total England Scotland Wales N Ireland Off shore Remote rural Other rural Urban

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Source: Ofcom post tracking surveyBase: All respondents (4844) QE4. How satisfied are you overall with the postal service in terms of value for money of sending mail?

189

Figure 183: Satisfaction with the postal service: value for money, by nation and location

105 9 12 12 12 11 14

9 12

18

13

1817 16 20 21

22

1619

18

20

1519 22 15 17

19

1918

3744

4135 35

33 3628

3935

17 19 17 17 16 19 16 16 18 17

0%

20%

40%

60%

80%

100%


Very good

Fairly good

Neither

Fairly poor

Very poor

After being informed on the cost of post, half feel that the cost of class post offers good value for money, which is somewhat lower than overall satisfaction on value for money of sending mail

Source: Ofcom post tracking survey Q3 2013- Q2 2014Base: All adults 16+ (4853) QF3 It currently costs 60p to send a standard letter first class within the UK. How would you rate Royal Mail’s first class service in terms of value for money?

190

Figure 184: Value for money of First Class stamps, by age and gender

138 12 14 15 15 13 16 12 15

21

1821 21

2223 22

2320

22

18

2117

20 9 14 1418

1916

3237 33

3029 34 37

2833 32

14 15 16 13 13 13 12 14 14 13

0%

20%

40%

60%

80%

100%


Very good

Fairly good

Neither

Fairly poor

Very poor

Fewer adults rate 2nd class service as offering good value for money compared to 1st class

Source: Ofcom post tracking survey Q3 2013-Q2 2014Base: All respondents (4853)QF3: It currently costs 50/53p to send a standard letter Second Class within the UK, how would yourate Royal Mail’s Second Class service in terms of value for money?*Note: Price of 2nd class stamp increased on 31st March 2014 to 53p

191

Figure 185: Value for money of Second class stamps, by age and gender

48 4641 42 38 35 37

3226 24

40 4243 44

44 47 4545

5147

10 119

1316 16 13 20 20

17

3 17

1 2 2 5 3 312

0

20

40

60

80

100

Homebroadband

provider

Mobile phonenetwork

Hometelephone

service

Postal services& delivery

Banks Satellite/cableTV provider

Water provider Gas/electricityprovider

Local council Insurancecompanies

High (8-10)

Average (5-7)

Low (1-4)

No experience


Figure 186: Customers’ perception of value for money across sectors

7.95

7.35

7.15

7.026.97

7.197.01

6.967.01

5.92

6.776.89

6.22

7.24

6.58

5.5

6.0

6.5

7.0

7.5

8.0

2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

Supermarkets

Home broadbandprovidersHome telephone service

Mobile network provider

Satellite/cable TV provider

Postal services & delivery

Gas/electricity provider

Banks

Value for money trends for all sectors – better ranked categories

Source: Customer Life in Britain 2014, Firebrand InsightBase: all adults (2014, 1,007)Q6a: Please give a rating for the value for money you receive from your main provider in each category, over the last 12 months.

Average rating per year. Scale: 1 (terrible) to 10 (excellent)

Figure 187: Customers’ attitudes towards value for money across sectors: 2005 - 2014

Figure 6: Internet activities carried out at least once a week

Landline providers, price plans and tariffs

Mobile phone handsets, price plans and tariffs

and network providers

Broadband speeds, price

plans and packages and

providers

Ways of receiving

multichannel TV, channel

packages and providers

Providers offering

packages of services and the

types of packages available

Websites of suppliers/ service providers 4% 5% 4% 3% 4%

Cost comparison websites 14% 9% 13% 8% 10%

Internet in general 58% 58% 70% 63% 72%

Family members 7% 9% 8% 9% 8%

Friends 5% 8% 7% 8% 7%

Colleagues 1% 1% 1% 1% 1%

Supplier already using for this service 5% 3% 2% 4% 3%

Another supplier not already using 1% 1% 1% 1% 1%

Visit shop/ store selling the technology/ device 1% 16% 2% 2% 1%

Magazines/ newspapers 3% 2% 2% 2% 3%

TV/ radio programmes/ advertising 1% *% 1% 1% 1%

Leaflets in store/ post *% *% 1% 1% *%

Government body/ regulator *% *% *% *% *%

Other source of information 2% 1% 1% 1% 1%

Would not look for information/ advice 4% 2% 1% 3% 1%

Don’t know 12% 6% 5% 9% 7%

194

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014. Base: All adults aged 16+ who are the decision-maker for fixed line (1736), mobile (1679), broadband (1464), digital TV (1723), bundle (1374).

Figure 188: Actual sources of trusted information

195

5% 9%4% 3% 6% 4% 4% 7%

8%6%

5%13% 8% 8% 6%

11%5% 4%

4%

6%4% 5%

4%

6%

59%50% 63%

63%

55%63%

62%51%

19%

24%

21%

14%

23%17%

19% 20%

4% 6%4% 2% 5% 3% 4% 4%

0%

20%

40%

60%

80%

100%

Total 18-34 35-54 55+ Male Female ABC1 C2DE

Once a week or more

Monthly

one or more times ayear

less often

Never use them

Dont Know


Figure 189: Frequency of using price comparison websites

196

6% 8% 4% 7% 7% 5% 4%9%

9% 5%5%

15%8% 9% 8%

9%

26%25%

27%

26%

27% 25% 26%

26%

48% 53%50%

43%46% 50% 51%

44%

11% 9%14%

9% 11% 11% 11% 10%

0%

20%

40%

60%

80%

100%

Total 18-34 35-54 55+ Male Female ABC1 C2DE

A great deal ofinfluence

A fair amount ofinfluence

Not much influence

No influence at all

Dont know


Figure 190: Influence of price comparison websites on purchasing decisions

197

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2012, 2013 and 2014. Further trend data are available in previous reports, based on single service purchasers only. Base: All adults aged 16+ who are the decision-maker for fixed line (2012, 1636) (2013, 1596) (2014, 1736), mobile (2012, 1714) (2013, 1718) (2014, 1679), fixed broadband (2012, 1341) (2013, 1291) (2014, 1464), digital TV (2012, 1483) (2013, 1592) (2014, 1723), and decision makers for those with any bundle (2012, 1079) (2013, 1133) (2014, 1374). There will be overlap between bundlers and data for each market.

Figure 191: Consumers’ opinions on the ease of making cost comparisons

29

22

22

27

24

23

32

28

23

31

27

25

22

18

15

43

46

44

43

46

45

42

45

48

41

43

45

41

43

43

14

19

18

12

12

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13

13

16

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18

5

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2014

2013

2012

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2014

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Fixe

d-lin

eM

obile

Bro

adba

ndD

igita

l TV

Bun

dle

198

1822 25 22 21 20

16 14 1219

2418

15 171712

21 20 191515 12

1823

15 17 1419

14

2430

1721 1821

27

0%

20%

40%

60%

80%

100%

Total 16-24* 25-44 45-64 65-74 75+ Male Female

Fixed line

Mobile

Broadband

Digital TV

Bundledservices

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014.Base: All adults aged 16+ who are the decision-maker for fixed line (1736), mobile (1679), broadband (1464), digital TV (1723), bundle (1374).*Base too low for reporting for 16-24 for fixed-line, broadband, TV or bundled services

Figure 192: Age and gender profile of those who find it difficult to make cost comparisons

199

21 23 2315

19 2025

16 17 1610

2015

191721

15 13 16 1624

15 18 159

1915 1819

2319

1420 19

24

0%

20%

40%

60%

80%

100%


Fixed line

Mobile

Broadband

Digital TV

Bundledservices

Source: Ofcom decision-making survey carried out by Saville Rossiter-Base in July to August 2014.Base: All adults aged 16+ who are the decision-maker for fixed line (1736), mobile (1679), broadband (1464), digital TV (1723), bundle (1374).

Figure 193: Socio-economic and urbanity profile of those who find it difficult to make cost comparisons

Consumer protection

200

6 5 612 14

4 4 4 7 7 6 3 2 2 59 7

12

0%

20%

40%

60%

80%

100%

201

LandlineBroadband Mobile

Q2

2009

Q3

2013

Q2

2010

Q2

2011

Q2

2012

Q3

2014

Q2

2009

Q3

2013

Q2

2010

Q2

2011

Q2

2012

Q3

2014

Q2

2009

Q3

2013

Q2

2010

Q2

2011

Q2

2012

Q3

2014

Figure 194: Reason to complain about service or supplier in the past 12 months: 2009 to 2014

Source: Ofcom research, omnibus survey, fieldwork carried out by Saville Rossiter-Base in August and September 2014Base: All UK households using each type of provider (In 2014 – 2516 broadband, 2719 landline, 2860 mobile phone)Q9. Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint? (prompted responses, multi coded)

indicates significant increase/ decrease compared to 2013 at the 99% confidence level

26

5

14

28

33

39

0% 20% 40% 60% 80% 100%

Any other reason

Bill incorrect

Service not as promised/ advertised

Speed of internet connection

Poor quality of service

Disruption of service

202

Figure 195: Main reason to complain about broadband service or supplier

Source: Ofcom research, omnibus survey, fieldwork carried out by Saville Rossiter-Base in August and September 2014Base: All UK households with reason to complain about each service in the last 12 months (301 fixed broadband) Chart shows reasons given in 2014 by at least than 5% of those with reason to complain.Q16. What was the issue you had reason to complain about in connection with your fixed broadband? (spontaneous responses, multi coded) Note: ‘any other reason’ includes reasons given by fewer than 5% of those with reason to complain

24

11

13

14

19

23

37

0% 20% 40% 60% 80% 100%

Any other reason


Overcharged

Charges not made clear/ unexpectedcharges

Bill incorrect



203

Figure 196: Main reason to complain about fixed-line service or supplier

Source: Ofcom research, omnibus survey, fieldwork carried out by Saville Rossiter-Base in August and September 2014Base: All UK households with reason to complain about each service in the last 12 months (161 landline) Chart shows reasons given in 2014 by at least than 5% of those with reason to complain.Q10. What was the issue you had reason to complain about in connection with your landline? (spontaneous responses, multi coded) Note: ‘any other reason’ includes reasons given by fewer than 5% of those with reason to complain

35

7

9

11

13

14

19

25

0% 20% 40% 60% 80% 100%

Any other reason

Charges not made clear/ unexpectedcharges

Overcharged


Bill incorrect



Poor coverage

204

Figure 197: Main reason to complain about mobile service or supplier

Source: Ofcom research, omnibus survey, fieldwork carried out by Saville Rossiter-Base in August and September 2014Base: All UK households with reason to complain about each service in the last 12 months (188 Mobile phone) Chart shows reasons given in 2014 by at least than 5% of those with reason to complain.Q13. What was the issue you had reason to complain about in connection with your mobile phone service? (prompted responses, multi coded) Note: ‘any other reason’ includes reasons given by fewer than 5% of those with reason to complain

205

Source: Ofcom research, omnibus survey, fieldwork carried out by Saville Rossiter-Base in August and September 2014Base: All UK households with reason to complain about each service in the last 12 months ( In 2014 - 301 Broadband, 161 Landline, 188 Mobile phone) * Caution: Base below 100, ** Base below 50, not reported.Q11/Q14/Q17. And did you go ahead and make a complaint about your broadband/ landline/ mobile phone service or supplier? (prompted responses, single coded)

77 75

84 82

6469

8479 81

75 73

64

81 82

68

53

0%

20%

40%

60%

80%

100%

LandlineBroadband Mobile

Q2

2009

*

2013

Q2

2010

*

Q2

2011

Q2

2012

2014

Q2

2009

*

2013

Q2

2010

*

Q2

2011

Q2

2012

2014

Q2

2009

**

2013

Q2

2010

**

Q2

2011

*

Q2

2012

2014

Figure 198: Whether consumers with reason to complain went on to make a complaint in the past 12 months: 2009, 2010, 2011, 2012, 2013 and 2014

Type of problem% of respondents

Source: Ofcom post tracking surveyBase: All respondents (2013 4844);( 2014 4853)Base: Those with a problem in the last 12 months (2013,973); (2014, 997)QG1A-1E: In the last 12 months, have you experienced problems with Royal Mail’s service in terms of...

Figure 199: Problems experienced with Royal Mail’s Postal service in the last 12 months

36 37

62 60

2 2

0

20

40

60

80

100

2013 2014

% o

f res

pond

ents

Don’t know

No- has not experienced problems

Yes- experienced problems

67

38

24

27

13

60

45

29

35

15

0 20 40 60 80 100

Mis-delivered mail

Delayed mail

Damaged mail

Lost mail

Mail has been tampered with

2013 2014

207

3633

40 41 42

38

28

18

34

3937

31

36

44

3841

38

29

35

40

0

10

20

30

40

50

60


2013 2014

Source: Ofcom post tracking surveyBase: All respondents (2013; 4844) (2014 4853)QG1A-1E: In the last 12 months, have you experienced problems with Royal Mail’s service in terms of...

Figure 200: Trend in proportion of adults who experienced problems with the Royal Mail’s postal services in the last 12 months, by age and gender

208

98

1211

910

7

4

109

10

7

10

13

10 10 10

6

910

0

10

20

30


2013

2014

Source: Ofcom post tracking surveyBase: All respondents (2013, 4844) (2014, 4853)QG2 In the last 12 months, have you have you had a cause to complain to Royal Mail about its services?

Figure 201: People who claimed they had a reason to complain about the Royal Mail’s postal services by age and gender

209

6

4

6

87

6

4

2

65

6

4

6

8

65

43

56

0

10

20

30


2013 2014

Figure 202: People who complained about Royal Mail’s postal services, by age and gender

Source: Ofcom post tracking surveyBase: Respondents who had a cause to complain to Royal Mail (2013, 252) (2014, 258)QG2 In the last 12 months, have you have you had a cause to complain to Royal Mail about its services?

Figure 203: Number of complaints received by Ofcom, by month: 2013-2014

210

Source: Ofcom, CCT dataGeneral = ‘General enquiries’ could relate to broadcast, spectrum or telecoms issues

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

Broadcast

General

Postal

Spectrum

Telecoms

Figure 204: Number of telecoms complaints received by Ofcom, by month: 2013-2014

211

Source: Ofcom, CCT dataNote: following a review of Ofcom’s complaint categories, we have decided to include an additional complaints sub-category - lack of information/incorrect advice - to our Customer Service (including Complaints Handling) complaints. This is because our review has identified that these complaints have a customer service element. These complaints have been added in retrospectively which has resulted in an overall increase to our Customer Service (including Complaints Handling) complaints category over the reporting period.

0

500

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1500

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3500

4000

4500

0

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Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14

Mis-selling or Slamming (Fixed & Bundled) Mis-selling or Slamming (Mobile)Customer Service (inc. Complaints Handling) Early Termination Fees (Consumer)Tariff Changes Silent/Abandoned Call Message (on 0-4500 axis)

Silent/ Abandoned calls axis

212

Figure 205: Consumer complaints to the Telephone Preference Service (TPS): October 2013 to October 2014

Source: Ofcom’s November 2013 Telecoms Complaints Bulletin

6447

7039

4002

4826

57805404

7846

6111

79908262

5448

4630

5685

0

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2000

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6000

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Volu

me

of c

ompl

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s

213

82

6869 70

6166 66 64 62

71

54

36

3340

3237 35 35

3139

1711

914

5 7 8 116 7

72

52 5653

4953 53 53 52

57

3232 35 29

3337 38

29

41

0

20

40

60

80

100

Feb13**

Jul-13 Sep-13 Nov-13 Jan-14 Mar-14 May-14 Jul-14 Sep-14 Nov-14

Any nuisance call

Silent call

Abandoned call*

Live telesales call

Automated marketing call*

Source: Kantar Media face-to-face omnibus Base All with a fixed-line phone (July 2013, 848); (Sept 2013, 896); (Nov 2013, 786); (Jan 2014, 848); (Mar 2014, 865); (May 2014, 817); (July 2014, 807); (Sept 2014, 808); (Nov 2014, 786)*These percentages are derived from a low base size- indicative only. Based on questions relating to the type of call that was listened to ** Data from pilot study: Source: GFK Random Location Omnibus; Base: All with a landline phone (1614)

Figure 206: Unsolicited/ nuisance calls received on landline in “the last four weeks”

214

11%25%

71%

43%28%

53%

9%

18%

14%

21%

19%

20%

26%

30%

14%

29%

28%

20%

25%

19%

1% 6%

16%

7%

21%

8% 1%7%8%

0%

20%

40%

60%

80%

100%

% o

f res

pond

ents

21+

11-20

6-10

3-5

2

1

Avg no. calls in 4 wks 8.7 4.5 1.5 2.4 4.1 2.4

All nuisance calls Silent Abandoned Recorded

sales Live sales Other

Source: GfK nuisance calls panel research, Jan-Feb 2014 Base: All UK panel participants with landlines who received each type of call (n=790, 581,126,357,641,274)

Figure 207: Number of calls received over four weeks among all who received each call type

215

16% 12%4% 8% 13% 9% 11% 11%

15%9%

8% 4%10%

8% 9% 9%

34%

25%

22% 21%

26%25% 25% 26%

24%

27%

23% 25%

27%

23%28% 22%

9%

20%

28% 29%

17%24%

18% 24%

2% 7%15% 13% 6% 11% 8% 9%

0%

20%

40%

60%

80%

100%

16-34 35-54 55-64 65+ Working Not working ABC1 C2DE

% o

f res

pond

ents

21+

11-20

6-10

3-5

2

1

Avg no. calls in 4 wks 5.7 8.1 11.2 11.0 7.8 9.9 8.4 9.1

Source: GfK nuisance calls panel research, Jan-Feb 2014Base: All UK panel participants with landlines who received each type of call, Jan-Feb 2014 (n=171, 313, 138, 168, 429, 361, 473, 317)

Figure 208: Number of calls received by demographics amongst all who received each type of call

All nuisance

callsAbandoned Automated

marketing Live

telesales Other

PPI claim 13% 28% 28% 8% 4%

Insurance 9% 8% 3% 11% 3%

Home/loft insulation 8% 17% 19% 5% 3%

Market research 8% 1% 8% 31%Other home egkitchen/ windows 7% 3% 9% 6% 3%

Energy company 7% 3% 5% 8% 7%

216

Source: GfK Nuisance Calls panel studyBase: All nuisance calls received on UK landlines in which product/service was able to be identified (n=3055, 100, 653, 2044, 235) Base size too low to show for silent callsNB: This was the respondent’s understanding of the product or service being promoted and may not reflect the actual reason for the call. Table displays the top 6 products and services only

Figure 209: Top six products or services being promoted, by call type, where identified

217

40 38 4044 45

41

48

9 10 811 12 14 15 14

22

3842

12

2827 23

21202222 21

29

22

2923

282222

2425

0

20

40

60

Jul-13 Sep-13 Nov-13 Jan-14 Mar-14 May-14 Jul-14 Sep-14 Nov-14

Any nuisance call or textmessage

Silent call

Live telesales call

Telesales text message

Source: Kantar Media face to face omnibusBase: All with a mobile phone (July 2013, 895); (Sept 2013,923); (Nov, 2013 838); (Jan 2014, 922); (Mar 2014, 965); (May 2014, 902); (July 2014, 873); (Sept, 903); Nov 2014 (923)NB: base size to low to calculate abandoned calls and automated marketing messages

Figure 210: Nuisance calls received on mobile phone in “the last four weeks”

218

Figure 211: Monthly complaints received by CCT regarding mis-selling

Source: Ofcom, CCT data

0

200

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140020

08 /

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11

FixedMobile

219

Source: CCT and Openreach data

Figure 212: ELT complaints as a percentage of industry WLT orders placed

0%

10%

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30%

40%

50%

60%

70%

ELT

com

plai

nts

as a

% o

f WLT

s pl

aced

220

Figure 213: Monthly complaints about mobile mis-selling / slamming and cashbacks


0

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Mis-selling and Slamming Cash back

221

Figure 214: Complaints about additional charges


126 126

90

113

89 93 90 90100

88 84 84

117

1

1 11 1

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111

3

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12 3

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Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 Oct-14

Paper billNon DD feeLate paymentItemised billETC

Figure 215: Monthly complaints received by CCT specifically about MAC codes

222


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Figure 216: Number of broadcasting complaints received by Ofcom, 2013-2014

0

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Source: Ofcom, Standards data

224

Figure 217: Top programmes complained about: September 2013 -October 2014

Source: Ofcom, Standards data

Month of broadcast

Top programmes complained about (over 100 complaints)

Number of complaints in a month

Oct-13 Downton Abbey, ITV 246Oct-13 The X Factor Results Show, ITV 123Oct-13 The X Factor Results Show, ITV 317Jan-14 Celebrity Big Brother, Channel 5 145Jan-14 Benefits Street, Channel 4 483Jan-14 Benefits Street, Channel 4 439Feb-14 Coronation Street, ITV 103May-14 The Island with Bear Grylls, Channel 4 112Jun-14 Big Brother: Power Trip, Channel 5 208Jun-14 Cutting Edge: Going to the Dogs, Channel 5 1,803Jun-14 Big Brother: Power Trip, Channel 5 366Jun-14 Big Brother: Power Trip, Channel 5 1,559Jun-14 Big Brother, Channel 5 130Jun-14 Big Brother, Channel 5 383Jul-14 Sky News with Lorna Dunkley, Sky News 205Jul-14 Big Brother, Channel 5 178Aug-14 Dangerous Dog Owners and Proud, Channel 5 103Aug-14 Big Brother: The Live Final, Channel 5 469Aug-14 Celebrity Big Brother, Channel 5 167Aug-14 Celebrity Big Brother, Channel 5 101Aug-14 Celebrity Big Brother, Channel 5 220Aug-14 Celebrity Big Brother, Channel 5 245Aug-14 Celebrity Big Brother, Channel 5 103Oct-14 Sky News 172

225

Figure 218: Most-mentioned complaints to Ofcom

Source: Ofcom data September 2013 to October 2014

Television

Big Brother: Power Trip 10%

Celebrity Big Brother 9%

Cutting Edge: Going to the Dogs 9%

Big Brother 5%

Benefits Street 5%

The X Factor Results Show 2%

Big Brother: The Live Final 2%

Coronation Street 2%

The X Factor 2%

EastEnders 2%

TelecomsSilent calls 41%

Complaints handling 12%

Migration 4%

Mis-selling (fixed-line) 3%

Additional charges - ETC breakdown (consumer) 2%

Mis-selling (mobile) 2%

Charged for cancelled service 1%

Contracts 1%

Mis-selling (bundled services) 1%

Mis-selling (other) 1%

Others (1% or less) 32%

Figure 219: Reason for unexpectedly high bill, in the mobile market

226

15%13%

12%12%

11%6%6%

5%5%

4%4%

3%3%

2%12%

6%8%

Calls you had made to non-geographical numbers e.g. 0845,0870, 09 numbers

Making calls to numbers not included in monthly call allowance

Used more than your monthly call allowance

Used more than your monthly data allowance

Incorrect charges (not separated by type in 2014)

Provider increased the monthly fee\tariff

Using data not included in allowance i.e. do not have a data allowance

Using your mobile whilst away outside of Europe

Call (s) made to an international number

Sending picture messages/MMS not included in your monthly text allowance

Used more than your monthly text allowance

Sending texts not included in your monthly text allowance

Using your mobile whilst away within Europe

Accessing services from within an app (e.g. dialling premium rate number)

Other reason

Don’t know/none given

Summary: Using mobile abroad

Source: Ofcom’s Consumer Concerns Tracker, conducted face to face by Kantar. Data collected in July, September and November 2013 and January, March and May 2014. Each wave respondents were asked about experience of bill-shock in the previous 8 weeks, data aggregated to produce experience over the full 12 month period of the research. Base: mobile bill payers who experienced bill-shock in a 12 month period (2014: 163)

% of those who experienced mobile phone bill-shock (6% of mobile bill payers)

Other reasons include: (each stated by 1-3 respondents)

• Late payment• Receiving text/SMS• Mis-sold/mis-leading information• Data more expensive• Calls to TV line• SIM hacked • Roaming in Northern Ireland

227

Figure 220: How much more than usual was the unexpected bill –mobile phone (total)

5%

15%

24%

12%10% 10%

4%3% 3%

2%4%

9%

Up to £5 £6-£10 £11-£20 £21-£30 £31-£40 £41-£50 £51-£60 £61-£70 £71-£80 £81-£90 £91-£100 More than£100

DK

2014 = £36 mobile total (£37 – mobile contract)(2013 = £40, 2012 = £46)

% of those who experienced mobile phone bill-shock (4% of mobile bill payers)

2013 9% 11% 14% 18% 10% 7% 5% 3% 4% 3% 6% 9% 0%

2012 4% 7% 19% 16% 9% 10% 2% 3% 5% 2% 9% 13% 1%

Source: Ofcom’s Consumer Concerns Tracker, conducted face to face by Kantar. Data collected in July, September and November 2013 and January, March and May 2014. Each wave respondents were asked about experience of bill-shock in the previous 8 weeks, data aggregated to produce experience over the full 12 month period of the research. This data includes ‘incorrect charges’ and ‘increased charges’. Base: mobile bill payers who experienced bill-shock in a 12 month period (2012:292 2013:271 2014: 163)

Figure 221: Billing preferences: incidence of bill types

228

Source: Kantar Media Omnibus, April 2014 Base: All responsible for landline not part of a bundle (N=1049), and those with a landline only (91*). *low base treat as indicative only Question: Q.B2 Do you receive a paper bill, an online bill or both for your landline service?

% of adults responsible for a landline service not part of a bundle

44%

92%

43%

1%5%2%5% 2%3% 3%

Landline standalone Landline only (no internet, mobile or payTV)

Don’t Know

Do not receive a bill

Online and paper bill

Online bill only

Paper bill only

229

Source: Kantar Media Omnibus, April 2014 Base: All responsible for landline not part of a bundle(N=1049), a bundle of services (N=1472), a fixed broadband service not part of a package (N=731), a Pay TV service not part of a bundle (N=590), a mobile contract service (N = 1619), utility bills (N=2997), electricity (1620), water (1820), gas (1502). Question: Q.F1 Do you receive a paper bill or any of your utility services?Note: Data for each individual communication market based on standalone purchasers only

Figure 222: Billing preferences: total use of paper billing for communications services and other utilities services

49%

26%

20% 21%

15%

55%

62%

51%

0%

10%

20%

30%

40%

50%

60%

70%

Landline Bundle Fixed broadband Pay TV Mobile contract Electricity Water Gas

230

Source: Kantar Media Omnibus, April 2014 Base: All who do not receive paper bills for their landline service (N=1382). Note: Only responses of 1% or more are shown.Question: Q.B9 You said earlier that you do not receive paper bills for your landline, why is this?

Figure 223: Fixed-line customers billing preferences: reasons for not receiving paper bills

% landline customers (total) who do not receive paper bills

37%

18%

9%

6%

5%

4%

4%

3%

3%

2%

5%

13%

I check my bills via other methods

Cost (cheaper not to get paper bill)

I check my statement/bank payments once the payment …

Cost is always the same so no need for a paper bill

I don’t read my bills (online or paper) so am not interested

Environmentally friendly

No need, receive an alert from my provider telling me…

Providers policy

Convenience

Personal preference

Other

Don’t know

231

2%2%

1%11%

16%

1%1%1%1%1%1%1%1%2%

8%83%

PhonePost

OnlineFace-to-face

Non DDR

Don’t know

OtherFace-to-face using BT Chargecard/ Paypoint card

Face-to-face using chequeFace-to-face using bank card (credit or debit)

Over the phone using a bank card (credit or debit)Online using a banking app or website

Online using a bank card (credit or debit)Cheque

Face-to-face using cashDirect Debit

Figure 224: Fixed-line service payment methods: alternative methods used

% of adults responsible for a standalone landline service

Source: Kantar Media Omnibus, April 2014Base: All responsible for a landline not part of a bundle (N=1049). Note: Only responses of 1% or more are shown.Question: Q.B3 Which of the following best describes how you pay for your landline service?

232

Source: Kantar Media Omnibus Base: All who do not pay by direct debit for their landline service (N=179). Only responses of 1% or more are shown.Question: Q.B4 Why do you pay for your landline service in this way, rather than paying by direct debit? NOTE: ‘Other’ responses recoded into voluntary and non-voluntary, multi-coded question so totals may add to more than 100%

Figure 225: Fixed-line payment methods: reasons for paying by non-DDR

% adults who do not pay by direct debit for their landline service

56%20%

11%9%

7%5%

4%4%

3%2%

1%1%1%1%1%1%1%1%

3%4%

94%3%

Always paid in this wayI have more control over payments

Rather pay how much I owe than pay upfrontDon’t trust the right amount will be taken

Too much hassle to set up a direct debitCan check charges\bill before I pay it

Don’t trust they’ll take the money on the right day Worried about incurring charges if something goes wrong

CheaperEasier/easy

Suits mePay as you goDon’t like DDR

Too much hassle to get money back if I overpayDo not have a bank account

Do not know how to set up a direct debitService Provider doesn’t allow me to pay by direct debit

I have a bank account but cannot do direct debits on itOther

Don’t know

Any voluntary reasonsAny non-voluntary reasons

233

Source: Kantar Media Omnibus, April 2014 Base: All responsible for landline not as part of a bundle (1049): Male (468), Female (581), 16-34 (121), 35-54 (317), 55-64 (163), 65-74 (209), 75+ (239), AB (235), C1 (228), C2 (200), DE (386), any internet access (676), no internet access (373)Question: Q.B3 Which of the following best describes how you pay for your landline service?

Figure 227: Fixed-line payment methods: demographics of those paying by non-DDR only

% of adults responsible for a standalone landline service

16% 15% 16%8% 9%

16% 21%30%

6% 9%17%

27%

8%

33%

Total Male Female 16-34 35-54 55-64 65-74 75+ AB C1 C2 DE Internetaccess

Nointernetaccess

234

2%

1%

1%

4%

1%

1%

1%

1%

1%

95%

Online

Phone

Face-to-face

Non DDR

Don’t know

Other

Online using a bank card (credit or debit)

Over the phone using a bank card (credit or debit)

Face-to-face using cash

Direct Debit

Figure 227: Mobile contract customers payment methods: alternative methods used

% of adults responsible for a standalone mobile service (not part of a bundle)

Source: Kantar Media Omnibus, April 2014 Base: All responsible for a mobile contract service not part of a bundle (N=1619). Note: Only responses of 1% or more are shown.Question: Q.C3 Which of the following best describes how you pay for your mobile phone service?

235

Source: Kantar Media Omnibus, April 2014 Base: All who do not pay by direct debit for their mobile contract service (N=68*). Low base size. Only responses of 1% or more are shown.Question: Q.C4 Why do you pay for your mobile service in this way, rather than paying by direct debit? NOTE: ‘Other’ responses recoded into voluntary and non-voluntary, multi-coded question so totals may add to more than 100%

Figure 228: Mobile contract payment methods: reasons for paying via non-DDR

% of mobile customers who do not pay by direct debit for their mobile contract service

40%21%

11%4%4%

2%2%2%2%2%

1%1%1%1%

5%9%

87%4%

Always paid in this wayI have more control over payments

Rather pay how much I owe than pay upfrontDon’t trust the right amount will be taken

Don’t trust they’ll take the money on the right day Too much hassle to set up a direct debit

Don't use it muchSuits meCheaper

Don’t like direct debitsDo not have a bank account

Too much hassle to get money back if overpayI have a bank account but cannot do direct debits…

Worry about charges if something goes wrongOther

Don’t know

Any voluntary reasonsAny non-voluntary reasons

Documents

Consumer Experience of 2014 Full chart deck · 2 Source: Ofcom research, data as at Q1 2007- 2012; Q2 2013-2014 (mobile data user Q1 2013- 2014) Base: All adults aged 16+ Proportion