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ICT in the UAE
Household Surve , 2010
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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
…………………………………………………………………………………………….
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BackgroundBackground
ICT in the UAE – ICT Survey 2010
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
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MethodologyMethodology
ICT in the UAE – ICT Survey 2010
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.
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Introduction and Main ResultsIntroduction and Main Results -- SubscriptionSubscription
ICT in the UAE – ICT Survey 2010
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
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Introduction and Main ResultsIntroduction and Main Results -- UsageUsage
ICT in the UAE – ICT Survey 2010
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
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Introduction and Main ResultsIntroduction and Main Results -- SpendSpend
ICT in the UAE – ICT Survey 2010
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 41 - 70 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
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Introduction and Main ResultsIntroduction and Main Results – – Satisfaction (1)Satisfaction (1)
ICT in the UAE – ICT Survey 2010
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
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
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Introduction and Main ResultsIntroduction and Main Results – – Satisfaction (2)Satisfaction (2)
ICT in the UAE – ICT Survey 2010
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
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Introduction and Main ResultsIntroduction and Main Results – – UAE NationalsUAE Nationals
ICT in the UAE – ICT Survey 2010
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
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Introduction and Main ResultsIntroduction and Main Results – – Household ICT DevicesHousehold ICT Devices
ICT in the UAE – ICT Survey 2010
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
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ICT in the UAE – ICT Survey 2010
xe ne e ep onyxe ne e ep ony
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Fixed Line TelephonyFixed Line Telephony –– Subscription (1)Subscription (1)
ICT in the UAE – ICT Survey 2010
• 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
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Fixed Line TelephonyFixed Line Telephony – – Subscription (2)Subscription (2)
ICT in the UAE – ICT Survey 2010
• 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%
'
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Fixed Line TelephonyFixed Line Telephony – – Subscription (3)Subscription (3)
ICT in the UAE – ICT Survey 2010
• 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
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Fixed Line TelephonyFixed Line Telephony – – Usage (1)Usage (1)
ICT in the UAE – ICT Survey 2010
• 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
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Fixed Line TelephonyFixed Line Telephony – – Usage (2)Usage (2)
ICT in the UAE – ICT Survey 2010
• 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
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Fixed Line TelephonyFixed Line Telephony – – SpendSpend
ICT in the UAE – ICT Survey 2010
• 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 41 - 70 per month
AED 71 - 100 er month
AED 101 or more per month
18
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ICT in the UAE – ICT Survey 2010
o e e ep onyo e e ep ony
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Mobile TelephonyMobile Telephony – – Subscription (1)Subscription (1)
ICT in the UAE – ICT Survey 2010
• Only 1% of the population did not have a mobile phone
Do you have a mobile phone?
1%
99%
Yes No
20
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Mobile TelephonyMobile Telephony – – Subscription (2)Subscription (2)
ICT in the UAE – ICT Survey 2010
• 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
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Mobile TelephonyMobile Telephony –– Subscription (3)Subscription (3)
ICT in the UAE – ICT Survey 2010
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
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Mobile TelephonyMobile Telephony – – Subscription (4)Subscription (4)
ICT in the UAE – ICT Survey 2010
• 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
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Mobile TelephonyMobile Telephony –– Subscription (5)Subscription (5)
ICT in the UAE – ICT Survey 2010
• 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
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Mobile TelephonyMobile Telephony –– Usage (2)Usage (2)
ICT in the UAE – ICT Survey 2010
• 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
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International CallingInternational Calling –– Usage (1)Usage (1)
ICT in the UAE – ICT Survey 2010
• 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
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International CallingInternational Calling –– Usage (2)Usage (2)
ICT in the UAE – ICT Survey 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
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International CallingInternational Calling –– Usage (3)Usage (3)
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%
ICT in the UAE – ICT Survey 2010
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International CallingInternational Calling –– Usage (4)Usage (4)
ICT in the UAE – ICT Survey 2010
• 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
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ICT in the UAE – ICT Survey 2010
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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
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ICT in the UAE – ICT Survey 2010
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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
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Mobile InternetMobile Internet –– Usage (1)Usage (1)
ICT in the UAE – ICT Survey 2010
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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)
ICT in the UAE – ICT Survey 2010
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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)
ICT in the UAE – ICT Survey 2010
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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
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Social NetworkingSocial Networking
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Social NetworkingSocial Networking
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Social NetworkingSocial Networking
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
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Social NetworkingSocial Networking
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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%
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Consumer SatisfactionConsumer Satisfaction
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Consumer SatisfactionConsumer Satisfaction -- FixedFixed
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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)
Satisfied Neither Satisfied nor Dissatisfied Dissatisfied
62
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Consumer SatisfactionConsumer Satisfaction – – Mobile (2)Mobile (2)
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• 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
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Consumer SatisfactionConsumer Satisfaction – – Internet (1)Internet (1)
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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)
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• 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)
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• 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
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ANNEX
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Sample StructureSample Structure – – Mobile and Internet SectionsMobile and Internet Sections
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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