ACCAN National Consumer Perceptions Survey 2012 - PowerPoint PPT Presentation

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ACCAN National Consumer Perceptions Survey 2012

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  1. ACCAN National Consumer Perceptions Survey 2012 Jonathan Gadir, Senior Adviser – Policy & Research

  2. Key Areas Main communication service Non-participation in the market Complaints and TIO awareness Satisfaction with Internet on mobiles 2012 Snapshot: User and non-user attitudes to smartphones

  3. Survey Objectives Enable accurate claims on consumer perceptions, attitudes, experiences that will help guide our work and advocacy Survey to track changes over time

  4. Smartphone rapidly rising to dominate

  5. Length of time with service provider

  6. Attitudes towards main communications service

  7. Reasons for “bill shock”

  8. 76% made a complaint to provider when they last had a problem

  9. Satisfaction with response of service provider to last complaint

  10. Where would you take a complaint?

  11. 96% did not take latest complaint to the TIO

  12. Reasons for not taking complaint to TIO

  13. Satisfaction with internet on smartphone

  14. Attitudes toward own smartphone use

  15. 77% of non-smartphone users think others spend too much time on them

  16. Fixed line phone that does not require mains power

  17. To conclude Questions USO applies to a service (fixed line phone) that 29% say is their main service. Where to from here? Communications services as a utility – are people resisting participation in the market?