ICT_Survey English 2010

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ICT in the UAE

Household Surve , 2010



Table of ContentsTable of Contents

ICT in the UAE – ICT Survey 2010

Page

Background……………………………………………………………………………….……. 3

...……………………………………………………………………………….....

Introduction and Main Results……………………………………………………………..… 5

Fixed Line Telephony………………………………….………………………………….…... 12

…………………………………………………………….…………….…..

International Calling……………………………………………………………………………. 31

Internet Services………………………………………………………………………………. 36……………….……………………………………………………………..…

Social Networking…………………………………………………………………………….. 57

Consumer Satisfaction ………..……………………………………………………………… 62

…………………………………………………………………………………………….

2



BackgroundBackground


During the course of 2010, the TRA undertook an intensive survey focusing on theusage of ICT services by households and individuals in the UAE. The survey spanned

, , .

The survey examined, among other factors:

•services;

• The extent to which households/ individuals in the UAE use the ICT services that

they are connected to;• The extent to which users are satisfied with their ICT services and

• The extent to which individuals in the UAE use social networking mediums.

This report sets out the results of this survey.

The TRA also completed a similar ICT survey in 2009. The results of this survey canbe found at: http://www.tra.gov.ae/ict_in_uae.php

3



MethodologyMethodology


Throughout the course of this survey, face-to-face interviews were conducted withcall backs to ensure the authenticity of the responses. A total of 2,109 householdsand 2 133 individuals artici ated in this stud .

The fixed line survey was based on household usage of fixed line telephony asopposed to usage by individuals of fixed line telephony. The surveyors thereforetar eted the ke / oint decision maker of the household re ardin the subscri tiondecisions, and the person responsible for fixed line expenditure.

The mobile, Internet and social networking surveys targeted a randomly selectederson from each household.

The surveys were limited to people aged between 15 and 74 years.

4



Introduction and Main ResultsIntroduction and Main Results -- SubscriptionSubscription


Do you have a mobile phone?Does your household have a fixed linetelephone?

1%

46% Yes Yes

99%

Do you have an Internet connection inyour home?

40% 36%

What is the speed of the broadbandpackage you subscribe to?

10%

20%

30% 25%

5%1%

6%

35%Yes

No

5

256 kbps 512 kbps 1 - 2Mbps

4 - 8Mbps

16 - 30Mbps

Don'tknow



Introduction and Main ResultsIntroduction and Main Results -- UsageUsage


On average, how many national calls doyou make each week from your fixed line

phone?

32

How many of each of the following calltypes would you make on a typical week

from your principal mobile phone?

16

24

25

10

1616

24

9

0

To a fixed

phone (local)

To a fixed

phone(national)

To a mobile

phone

0

Call to another

mobile phonein the UAE

Call to a fixed

line in the UAE

International

Have you used the Internetduring the past 3 months?

22%30%

40%27%

36%

22%28% 30%

How often do you use the Internet from each ofthe following locations?

78%

0%

10%20%

More thanonce a

da

Once aDay

At leastonce a

week but

Once aweek

2-3 timesa month

Once amonth

Less thanonce amonth

Notapplicable

10%3% 1% 0% 1%

11% 7%2% 2% 2%

6

Yes Nonot every

day)

From Home Out of Home



Introduction and Main ResultsIntroduction and Main Results -- SpendSpend


2% 5%

On average, how much does your householdspend each month on fixed telephony?

10%

18%

AED 20 or less per month

AED 21 - 40 per month


AED 71 - 100 per month65% AED 101 or more per month

25% 22%

18%

How much do you normally spend on mobiletelephony each month?

5%

10%

15%

5%

13% 14%12%

16%

7

0%

Less than AED

41

AED 41 - 80 AED 81 - 140 AED 141 - 190 AED 191 - 250 AED 251 - 400 More than AED

400



Introduction and Main ResultsIntroduction and Main Results – – Satisfaction (1)Satisfaction (1)


How satisfied are you with the following elements of fixed telephony services?

60%

80%

100% 93%

64%55%

84%92%

74% 74%

0%

20%

Overall fixed lineservice

Price of nationalcalls to a fixed

Price of nationalcalls to a mobile

Quality of thecustomer

Quality of theNetwork

Choice ofservices made

Problemresolution (e.g.

4%

16% 18%

9% 6%

17% 17%

1%

20%26%

7% 1% 2% 4%

line phone service available to youi.e. CLI etc

repairing, fixingthe landline etc)

Satisfied Neither Satisfied nor Dissatisfied Dissatisfied

How satisfied are you with the following elements of mobile services in the UAE?

60%

80%

100% 86%

48%

79% 80%88%

74%82%

0%

20%

Overall mobileservice

Price ofnational calls

Quality of thecustomer

Ability to makecalls without

Voice quality Choice ofservices

MobileCoverage

11% 22% 15% 14% 9% 22% 12%4% 5% 5% 4% 4% 5%

8




Introduction and Main ResultsIntroduction and Main Results – – Satisfaction (2)Satisfaction (2)


How satisfied are you with the following elements of your home Internetservice?

80%

100%

89%

77% 76% 75%

66%

40%

60% 56%

22%

0%

20%

Overall Speed Price Customer The range of Range of

7%

14% 15% 16%

4%8% 6% 7%

12%

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

choose from

Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Don't Know/can't Say

9



Introduction and Main ResultsIntroduction and Main Results – – UAE NationalsUAE Nationals


Comparison of Key Results – UAE Nationals versusWider Population

Indicator

Nationals

Only

Total

Population

Proportion of individuals with a mobile phone 100% 99%

Proportion of households with a fixed line phone 74% 46%

Proportion of households with a computer 90% 76%

Proportion of households with a TV 99% 96%

Pro ortion of households with a radio 65% 49%

Proportion of households with an internet connection 83% 65%

Proportion of population aged between 15 and 74 who have used the84% 78%

10

n erne n e pas mon s



Introduction and Main ResultsIntroduction and Main Results – – Household ICT DevicesHousehold ICT Devices


How many of the following devices do you have in yourhousehold?

Personal laptops

TVs

Mobile connections (independent lines/ SIMS)

0.66

1.21

1.92

Personal desktops

Radios (excluding mobile and MP players)

Internet connections (dialup/ broadband)

0.48

0.53

0.65

Faxs

Games consoles

Fixed telephone lines

0.07

0.3

0.47

0 0.2 0.4 0.6 0.8 1 1.2 1.4 1.6 1.8 2

Handheld computers (palmtops)

Personal Digital Assistants (PDA)

0.03

0.05

11




xe ne e ep onyxe ne e ep ony

12



Fixed Line TelephonyFixed Line Telephony –– Subscription (1)Subscription (1)


• 46% of households in the UAE have fixed line telephone connections

• 94% of households said the subscribed to Etisalat for their fixed lines, 2% to du, and 4% to bothEtisalat and du

Which operator do you subscribeto for your fixed line services?

2% 4%

oes your ouse o ave a xe netelephone?

Etisalat

46%

54% Yes

94%

du

Both

No

13



Fixed Line TelephonyFixed Line Telephony – – Subscription (2)Subscription (2)


• 54% of the sampled population did not have a fixed line phone. The majority of these people(70%) didn’t have a fixed line phone because they used their mobile phone instead

• Only 7% of people that do not have fixed line phone intended to subscribe to a fixed line service

within the next 6 months

Why don't you have a fixed line phone?Are you likely to subscribe to afixed line service within next 6

months?

80% 7%

40%

60% 53%

74%

0%

20%

I use my mobilephone instead

I don't need one A fixed linephone is too

10%

'

14



Fixed Line TelephonyFixed Line Telephony – – Subscription (3)Subscription (3)


• Of the 54% of the population that did not have a fixed line phone, 10% said that they used tohave one

• ,mobile phones instead

16%

ave you ever a a xe nephone?

service?

10%

53%

31%

I use my mobile phone instead

90%

15

Didn't need a fixed line service

The fixed line was too expensiveYes No



Fixed Line TelephonyFixed Line Telephony – – Usage (1)Usage (1)


• Local calls are the most popular fixed line call type

• The majority of calls are made during weekday evenings, following by during business hours

On average, how many national calls do When do you make the majority of national

phone?

4%

2425

34%

16

10

16

9%

During business hours Weekends

0

To a fixed phone(local)

To a fixed phone(national)

To a mobilephone

16

Weekday evenings Don't know



Fixed Line TelephonyFixed Line Telephony – – Usage (2)Usage (2)


• The majority of fixed line calls are in the region of 2 – 10 minutes in length

• Local calls tend to be longer in duration than national calls and calls to mobiles

What is the approximate average length in minutes you wouldmake of each type of national calls from your fixed line phone?

40%

50%

60%

36% 36%

53% 53%

20%

30%

17%

25%

11%10%

27%

8%

0%

Less than 2 mins 2 - 5 mins 5 - 10 mins 10 - 20 mins 20 - 40 mins More than 40mins

4%

1%3% 1%1% 0%

17

Local National To a Mobile



Fixed Line TelephonyFixed Line Telephony – – SpendSpend


• 65% of households in the UAE that have fixed line phones spend more than AED 101 permonth on their fixed line telephony services

On average, how much does your householdspend each month on fixed telephony?

2% 5%

10%AED 20 or less per month

-

18%

65%


AED 71 - 100 er month

AED 101 or more per month

18




o e e ep onyo e e ep ony

19



Mobile TelephonyMobile Telephony – – Subscription (1)Subscription (1)


• Only 1% of the population did not have a mobile phone

Do you have a mobile phone?

1%

99%

Yes No

20





• 28% of mobile phone users have more than one mobile SIM card that they use on aregular basis

•connections for business and personal use (65%) and to take advantage of different

promotions offered by the two operators (50%)

How many mobile SIMs, or lines, doyou have that you use on a regular

basis?

Why do you have more thanone SIM?

80%

28%

40%

60%

65%

50%

19%

72%

Single SIM Multiple SIM

0%

I haveseparateSIMs for

To takeadvantage of

different

To use whentravellingabroad

To get betterconnectivitywith other

Other

4%

21

business

needs

offered by thetwo operators

country



Mobile TelephonyMobile Telephony –– Subscription (3)Subscription (3)


Which operator do you subscribe tofor the SIM that you use most often?

29%

1%

• Of the mobile SIMs that were mostcommonly used by individuals:

• 70% were Etisalat SIMs;

70%

• were prepa ; an• 39% had been owned for more than 5

years.

Is your principal mobile phone How long have you had the

Etisalat du Don’t know

postpaid or prepaid?

7%

15%

Less than one year

14%

22%

1 - 2 years2 - 3 years

4 - 5 years86%

22

17%

Postpaid Prepaid





• 86% of individuals subscribed to a prepaid mobile service for the SIM that they used most often.They were asked why they chose a prepaid service, and were able to select multiple reasons

Why do you have a prepaid connection?

80%

60% 54%50%

20%

40%

19%15%

0%

Don’t want toa for monthl

To manage mymonthl

It is cheaper tobu the line

Prefer to buyre aid

Subscriptionwas art of a

Subscriptionwas bou ht for

4%

23

subscription expenditure recharge whenI have the

money

good offer/ package deal

me



Mobile TelephonyMobile Telephony –– Subscription (5)Subscription (5)


• 14% of individuals subscribed to a postpaid mobile service for the SIM that they used mostoften. They were asked why they chose a postpaid service, and were able to select multiplereasons

Why do you have a postpaid connection?80% 75%

40%

60%

45%41%

29%

0%

20%

21%

12% 12%

4%

offers greaterrange ofservices/ products

roamingeasier to usewith postpaid

having torecharge

phone credit

the postpaidbill

breakdown

was boughtfor me

was part of agood offer/

package deal

24





Mobile TelephonyMobile Telephony –– Usage (2)Usage (2)


• Most mobile calls last in the region of between 2 and 5 minutes on average

make of each national call type from your mobile phone?

To Another Mobile in the UAE To a Fixed Line in the UAE

60% 55%

75% 62%

15%

30%

45%36%

30%

45%

60%

15%

24%

0%

Less than 2minutes

2 - 5minutes

10 - 20minutes

More than20 minutes

6%2%

0%

15%

Less than 2minutes

2 - 5 minutes 10 - 20minutes

More than 20minutes

1%

26













International CallingInternational Calling –– Usage (1)Usage (1)


• Households with fixed line phones typically make 5 international calls per week from thatphone

• Mobile users typically make 5 international calls per week from their mobile phones

On avera e how man of the international What is the a roximate avera e len th in

• The majority of international calls are in the region of between 2 and 10 minutes long

calls do you make each week? minutes you would make of internationalcalls from your fixed and mobile phone?

40% 35% 36%

36%

38%

Calls by

households from

Calls by

individuals from

15%

20%

25%

30%

20% 19%

5 5

0%

5%

10%

Lessthan 2

2 - 5mins

5 – 10mins

10 – 20mins

20 – 40mins

Morethan 40

3% 5%1%

3% 3%1%

32

m ns m ns

From home fixed phone From principal mobile

ICT i th UAE ICT S 2010





Calls from fixed phones

• In terms of calls from fixed phones, India is by far the most popular international callingdestination from the UAE, followed by Pakistan and the UK

Total Emirati Expat Arabs Expat Asians Westerners

India 52% 0% 1% 76% 0%

Pakistan 11% 0% 0% 16% 0%

United Kingdom 10% 9% 2% 7% 52%

Saudi Arabia 9% 25% 7% 8% 2%

United States 8% 2% 4% 9% 14%

Egypt 6% 7% 37% 0% 0%

S ria 4% 4% 26% 0% 0%

Oman 4% 17% 2% 3% 0%

Canada 4% 6% 7% 3% 2%

33

ICT in the UAE ICT Survey 2010





Calls from Mobiles

• In terms of calls from mobile phones, India is by far the most popular international callingdestination from the UAE, followed by Pakistan and Saudi Arabia

Total Emirati Expat Arabs Expat Asians Westerners

India 53% 2% 2% 71% 1%

Pakistan 12% 0% 0% 16% 0%

Saudi Arabia 11% 28% 6% 11% 2%

Egypt 6% 12% 33% 0% 0%

United States 6% 3% 3% 6% 20%

ang a es

Oman 5% 22% 2% 5% 2%

Syria 5% 2% 31% 0% 1%

34

Qatar 4% 6% 1% 5% 2%






• The Carrier Selection Service allows users to place international and long distance nationalcalls through a different operator to the one they subscribe to

•

Do You Currently Use The Carrier Selection Service To Make Your InternationalCalls Through Another Fixed Line Service Provider?

13%

Yes No

35


















Internet ServicesInternet Services –– Subscription (7)Subscription (7)

• 4% of individuals with an Internet connection at home had a dialup connection instead ofbroadband. 65% said this was because dialup meets their needs, while 41% said thatbroadband is too expensive

Why do you have dialup instead of Do you intend to switch to broadband

• 46% of dialup users have no intention of switching to broadband with the next six months

broadband? within the next six months?

60%

80%

65%

29%

40%

41%

46%

’0%

20%9%

5%3%

3%

43

es o on nowDial-upmeets my

needs

Broadbandis too

expensive

Broadbandis too

complicated

I don’t knowenoughabout

broadband

Not worththe effort to

change

Other












Internet ServicesInternet Services – – Usage (4)Usage (4)

• Most people that use the Internet use it for less than 10 hours per week from home, andless than 10 hours from out of home

How much time do you spend on the Internet per weekin each of the following locations?

40%

30%

32%

19%

22%

19%

24%

30%

10%6%

13%

5%

8%

0%

0 – 1 hours 1 – 3 hours 3 – 10 hours 10 – 20 hours More than 20hours

Not applicable

48

From Home Out of Home









Mobile InternetMobile Internet –– Usage (1)Usage (1)




Mobile InternetMobile Internet – – Usage (1)Usage (1)

Which of the following mobile devices haveyou used most often to access the Internet?

16%

• Blackberry’s are the most commonly used devicesfor accessing Mobile Internet services in the UAE

• Users of Mobile Internet use their mobile deviceso access e n erne approx ma e y o e

time. The remaining 63% of the time is from fixed

Internet devices (PCs and laptops)

• 63% of users state that home is the location the

55%

iPhone Blackberry Other Smartphone

most commonly access Mobile Broadbandfrom, and 26% from work

ere o you mos common y access eInternet from using your Mobile Broadband

service?

pprox ma e y w a propor on o e medo you access the Internet from Mobile

Internet versus fixed Internet?

10%

64%

26%

37%

63%

53

Home Work OthersMobile Internet Fixed Internet

Mobile InternetMobile Internet Usage (2)Usage (2)




Mobile InternetMobile Internet – – Usage (2)Usage (2)

Which activities do ou most commonl use Mobile

• General Internet browsing and emailing are the activities most commonly undertaken by users ofMobile Internet services

Internet for?

On-line shopping2%

Working from home

Other

8%

7%

Instant messa in

Watching or listening to streaming services (e.g. radio, movies, TV, sportsbroadcasts)

Online banking

26%

16%

General Internet browsing

Visiting social networking sites

53%

38%

54

Checking/ writing emails57%

Mobile InternetMobile Internet –– Usage (3)Usage (3)




Mobile InternetMobile Internet Usage (3)Usage (3)

• 59% of individuals that use Mobile Internet services would use it more often if the downloadspeeds were higher, and 55% if prices were lower

100%

Which of the following factors might lead you to useMobile Internet more often?

75%

56%55%

25%

50%39%

0%

Improved download speeds for Reduced prices for mobile Internet Improved Internet content

55




Social NetworkingSocial Networking

56






Have you set up a profile on a socialnetworking site? • 45% of individuals have set up a profile on a

social networking site

• 85% of individuals that have a social networkin

45%

55%

profile access the sites via PC or laptop, and 15%via mobile phone

• Of those that don’t have a profile set up on asocial networkin site 7% intend to set one u

Do you intend to set up a profile on a socialWhich devices do you use to access

Yes Nowithin the next 12 months

7%

26%

100%93%

67%

0%

50%

17%

57

Yes No Don't knowPC/ Laptop Mobile Phone







gg

• Users of social networking sites in the UAE tend to access those sites very regularly, with44% visiting them every day

How often do you visit the social networking site/s youhave a profile on?50%

44%

30%25%

10%

20%15%

12%

3%

0%Every day Every second

dayTwice a week Once a week Once a month Less often

1%

59






Consumer SatisfactionConsumer Satisfaction

61

Consumer SatisfactionConsumer Satisfaction -- FixedFixed




How satisfied are you with the following elements offixed telephony services?

• Overall, 93% of individuals are satisfied with their fixed line services

80%

100% 93%

84%

92%

74% 74%

40%

60%

64%

55%

0%

20%

Overall fixed line Price of national Price of national Quality of the Quality of the Choice of Problem

4%

16% 18%

9%6%

17% 17%

1%

20%

7%1% 2% 4%

serv ce ca s o a xeline

ca s o a mo ephone

cus omerservice

e wor serv ces ma eavailable to you

i.e. CLI etc

reso u on e.g.repairing, fixing

the landline etc)


62



Consumer SatisfactionConsumer Satisfaction – – Mobile (2)Mobile (2)




• Of the 14% of individuals that said they have switched from one mobile operator to another inthe UAE, price was most common reason for making the switch

Why did you switch mobile operators?

100%

50%

75%

48%

25% 18%14% 12%

3% 5%

0%

The otheroperator hadlower prices

The otheroperator was

offering a goodpromotion

The otheroperator hadbetter mobile

coverage

I was unhappywith the levelof customerservice I was

receiving

The otheroperator had

better roamingcharges

The otheroperator had

better roamingcoverage

Other

64







Consumer SatisfactionConsumer Satisfaction – – Internet (1)Internet (1)




How satisfied are you with the following elements of your home

• Individuals are generally satisfied with their Internet Service offerings. However, 22% aredissatisfied with the price of their Internet services

Internet service?

100%

89%

60%

80%77%

56%

76% 75%

66%

20%

40%

7%

14%

21%

15% 16%19%

4%8%

22%

6% 7%

12%

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

0%

Overall Internetservice Speed Price Customerservice The range ofservices Range ofoperators tochoose from

Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Don't Know/can't Sa

68

Consumer SatisfactionConsumer Satisfaction – – Internet (2)Internet (2)




• 20% of individuals said they would either definitely or probably switch Internet providers ifthey had the choice to do so

• 40% would either definitely not or probably not switch

If you had the choice of switching from your existingInternet provider to another provider, how likely is itthat you would switch?

20%

40% ou e n e y or pro a yswitch

Don’t know/ haven’t decided yet

40%

Probably or definitely would notswitch

69

Consumer SatisfactionConsumer Satisfaction –– Internet (3)Internet (3)




• Price, followed by Internet speeds, are considered to be the most important factors thatwould drive a consumer to switch from one Internet provider to another

100%

What would be the most important factor that would drive youto switch to another provider?

50%

75%64%

25% 19%

8% 6%1% 1%

The other service

provider’s priceswere lower

The other service

provider offeredhigher Internet

speeds

The other service

provider offeredbetter customer

service

The other service

provider hadlower fault rates

General

preference foranother service

provider

Other

70







ANNEX

73



Sample StructureSample Structure – – Mobile and Internet SectionsMobile and Internet Sections




Emirate Gender

35%3%

3% 3% 3%Dubai

Abu Dhabi 23%

18% Sharjah

Ajman

Fujeirah

35%

Ras Al Khaimah

Umm Al Quwain 77%

Male FemaleNationality

17%7%

Emirati

45%

Expat Arab

Expat Asian

75

31%

Westerners/ Other

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