Consumer Experience of 2012 Full chart deck
Changing use of communications
1
2
1
8
9
12
26
29
30
32
47
49
58
0 10 20 30 40 50 60
Post (letters/cards/packages)
Micro blogging (e.g. Twitter)
VoIP (e.g. Skype)
Comments on websites
Instant messaging
Voice calls on fixed landline
Emails
Social networking
Voice call on mobile phone
Face to face
Text messages
Source: Ofcom research, 2012 Q2a: How often do you use x to communicate with friends and family? Base: UK adults aged 16+ who communicate, n = 1980 Any text based services: text messages, social networking, emails, instant messaging, comments on websites, micro-blogging, post Any voice-based services: voice calls on mobile, voice calls on fixed landline, VoIP
% of adults
Any text based
services 68%
Any voice based
services 63%
Figure 1: Methods used at least once a day to communicate with friends and family
17% 17% 14%
11%
5% 4% 1% 1% 0%
-4%
-30% -30%
-20%
-10%
0%
10%
20%
Source: Ofcom research, 2012 Q6a/6b: Which of these methods of communication do you use to communicate More/ Less than you did 2 years ago?( Multiple choice) Note chart shows net percentage (% who claimed to use more - % who claimed to use less) Base: UK adults aged 16+, n=2009
Net percentage change in use of communications methods (claimed)
Email SMS Social networks
Mobile-voice
Instant message
VoIP Website comments
Face to face
Micro- blogging
Landline calls Post
Figure 2: Net claimed changes in communications methods used - past two years
17%
7% 7% 7% 7% 5% 4% 1% 1%
-1%
-22% -30%
-20%
-10%
0%
10%
20%
Source: Ofcom research, 2012 Q7a/7b: In the next 2 years which of them do you think you will use MORE than you do now? Note chart shows net percentage (% who predict to use more - % who predict to use less) Base: UK adults aged 16+, n=2009
Net percentage predicted change in use of communications methods
Email SMS Social networks
Mobile-voice
Instant message
VoIP Website comments
Face to face
Micro- blogging
Landline calls Post
Figure 3: Net predicted changes in communications methods over the next two years
Figure 4: Communication methods used instead of post, where use of postage has decreased compared to two years ago
5
69
79
60
72 80
52
77
56
31 29 32 40
33
18
35
22 26 29
24 29 29
20 25 27
20 24
16
31 22
6
21 16 17
11
21 12 15
23 17 16 13
9 17
12 13 15 11
17 8 10 7
18
4 4 8 8 10 9 11 10 9 11 11 11
0
20
40
60
80
100
Total Male Female 16-34 35-54 55+ ABC1 C2DE
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. Base: All who say the number of items sent by post has decreased compared to 2 years ago Q3 2012 (314). 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? (Multi code)
6
46 52 53
59 65 66 68 72 70
76 78 78 82
56 52 44 46 47
52 59 62
5 8
4 12
34 45
0%
20%
40%
60%
80%
100%
2000 2001 2002 2003 2004 2005 *2006 *2007 *2008 *2009 *2010 *2011 *2012
Any**
PC
Laptop
Netbook
Tablet
Smartphone
Source: Ofcom communications tracking survey Base: 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) *Note: Data for 2006-2010 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 2011-2012 also includes netbook or tablet computers but not smartphone. QE1. Does your household have a PC, laptop, netbook or tablet computer?
Figure 5: Ownership of connected devices in the home
62 77
72 64
36 13
46 48
47 54
39 19
45 70
60 37
8 3
12 13
15 12
4 1
59 73
71 61
32 16
44 44 45
54 35
22
34 54
48 26
7 2
4 6
4 4
1
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+
Total 16-24 25-44 45-64 65-74
75+
Q2 2012
Q2 2011
Laptop
Desktop PC
Figure 6: Age profile of those who personally use a smartphone and those who have access to each device in the household
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QE1. Does your household have a PC, laptop, netbook or tablet computer?
Tablet
Smartphone
Smartphone Other type of mobile phone
Make or receive calls 99% 88%
Send or receive text messages 97% 77%
Visit websites 60% 3%
Take photos 58% 19%
Visit social networking sites 55% 4%
Send or receive email 50% 2%
Listen to music 48% 8%
Send or receive photo messages 33% 9%
Play games that are loaded on the phone 32% 5%
Visit sites like YouTube or Bebo to look at videos or clips posted by other people 30% 2%
Take videos 27% 7%
Download apps/ applications (including games) 26% 0%
Check your bank balance 24% 1%
Use features such as Maps or satellite navigation to get to where you want to go/ plot a route to a destination
20% 0%
Use Instant Messaging services 16% 1%
Play games over the internet 13% 1%
Send or receive Twitter updates 13% 0%
Send or receive video clips 11% 2%
Put photos or videos on sites like YouTube or Bebo for others to see 11% 1%
Use your phone to make or receive calls over the internet on services such as Skype
9% 0%
Figure 7: Mobile phone activities carried out at least once a week by smartphone users compared to those with another type of mobile phone: 2011
0
200
400
600
Jul-2
010
Aug-
2010
Sep-
2010
Oct
-201
0
Nov
-201
0
Dec
-201
0
Jan-
2011
Feb-
2011
Mar
-201
1
Apr-
2011
May
-201
1
Jun-
2011
Jul-2
011
Aug-
2011
Sep-
2011
Oct
-201
1
Nov
-201
1
Dec
-201
1
Jan-
2012
Feb-
2012
10% use at least...
25% use at least...
50% use at least...
75% use at least...
9
Source: BillMonitor
Monthly data use (MB)
Figure 8: Smartphone data use – proportions using at least (n) MB per month
Figure 9: Accessing television content online
Source: Ofcom Consumer Research October 2012 Base: Total sample size UK=1065, France=1016, Germany=1024, Italy=1015, US=1010, Japan=1004, Australia=1007, Spain=1001 Q. Which of the following activities do you use your home internet connection for?
42%
31%
19%
26% 31%
11%
27%
34%
23%
13% 9%
12% 17%
3%
12% 16%
0%
10%
20%
30%
40%
50%
60%
70%
UK FRA GER ITA USA JPN AUS ESP
Ever Weekly
11
31
15
10 13
22
4
16 15
24
14 12
14
26
7
16 18
22
17
8 12
22
2
9
15 19
10 9 8 11
1
10
17
23 19
7
13 17
4
9 11
0%
10%
20%
30%
40%
50%
UK FRA GER ITA USA JPN AUS ESP
18-24 25-34 35-44 45-54 55-64
Proportion of respondents accessing online TV weekly(%)
Source: Ofcom Consumer Research October 2012. Base: UK=1065, France=1016, Germany=1024, Italy=1015, US=1010, Japan=1004, Australia=1007, Spain=1001, China=1010 Q: Which, if any, of the following activities do you use your home internet connection for?
Figure 10: Accessing television content online by age
Availability of services and providers
12
13
Source: Ofcom Infrastructure Report
Mobile Coverage
2G 3G
Geographic coverage Premises coverage
Geographic coverage
Premises coverage
no signal from any operator
signal from all
operators
no signal from any operator
signal from all
operators
no signal from any operator
signal from all
operators
no signal from any operator
signal from all
operators
England 4.2% 72.8% 0.2% 94.6% 6.0% 31.3% 0.3% 80.5%
Scotland 27.5% 38.0% 0.8% 91.6% 50.8% 5.2% 3.0% 68.0%
Northern Ireland
8.5% 58.8% 1.3% 88.0% 49.4% 10.5% 11.7% 55.9%
Wales 14.3% 49.2% 0.8% 84.1% 22.1% 9.8% 2.4% 52.4%
UK 12.8% 58.8% 0.3% 93.6% 24.3% 19.9% 0.9% 77.3%
Figure 11: Availability of mobile
14
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
0
10
20
30
40
50
All connections including 'up to' 2Mbit/s and less
Above 'up to' 2Mbit/s and up to and
including 10Mbit/s
Above 'up to' 10Mbit/s and less
than 'up to' 30Mbit/s
'Up to' 30Mbit/s and higher
Nov/Dec-10
May-11
Nov-11
May-12
Speed (Mbit/s)
Source: SamKnows measurement data for all panel members with a connection in May 2012. Panel Base: 1,105.
Figure 12: Average actual broadband speeds: November/December 2010 to May 2012
15
Source: Ofcom and operators Note: * While we are unaware of exactly where digital services overlap and thus cannot determine exact total digital coverage, in 2012 we assume that total digital television coverage, while not universal, is higher than that offered by any one platform. ** 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.
98%
73.0
% 98
%
49%
98%
73.0
% 98
%
49%
98%
80.0
% 98%
48%
98%
85.0
%
98%
46%
99%
98.5
%
98%
46%
0%
20%
40%
60%
80%
100%
Total* Digital terrestrial Digital satellite Digital cable**
2008 2009 2010 2011 2012
Figure 13: Availability of digital television
16
Source: Ofcom Note: The figures for local DAB coverage are derived from a set of assumptions which have recently been changed following extensive testing. Consequently, the actual coverage of local DAB will be greater than is shown here.
92.2% 84.6% 66.2%
94.3% 84.6%
66.4%
0%
50%
100%
BBC national Commercial national
Aggregate of local multiplexes
2011 2012
Figure 14: Availability of DAB radio
17
Source: Ofcom, September 2012
No. services
BBC national
Commercial national
No. local multiplexes
0 - - -
11 - -
23 -
24-35 1
36-45 2
45+ 3
Figure 15: Number of services available on UK DAB, UK map
18
2007 2008 2009 2010 2011 2012
Bundled operators 13 13 14 13 13 13
Fixed line operators (estimated)
118 118 116 116 116 114
Mobile network operators
5 5 5 4 4 4
Television channels 470 495 492 490 499 525
PSB channels 12 13 13 13 13 21
Radio**- analogue services
438 485 513 510 545 536
Radio simulcast on DAB
129 133 178 146 156 167
Radio - DAB only 40 38 38 46 53 52
Source: Ofcom. Bundled operators data provided by PurePricing.*Not all radio stations are available to all listeners.
Figure 16: Range of provider/content choices in the communications market
Take-up of services and devices
19
20
94 93 92 93 90
89
91
89 87 87 84 84 84
71
82 80 85
89 90
89
92 91 93 94 94 94
86
90
93 93 95
58
70 73 75 77
53
61 66 65 65
0%
20%
40%
60%
80%
100%
2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012*
Fixed line
Mobile in household
Digital TV
Broadband
Digital radio
Source: Ofcom communications tracking survey Base: 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) *Note: Data for 2006-2012 based on Q2, all other data based on Q4
Figure 17: Take-up of communications services in the household
21
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2012, 2893) * Claimed access to digital radio at home
UK England Scotland Wales Northern Ireland
Fixed line 84% 85% 81% 81% 79%
Mobile Phone 94% 95% 86% 93% 96%
Digital TV 95% 95% 95% 97% 92%
Digital Radio* 65% 66% 60% 59% 73%
Broadband 77% 78% 72% 72% 72%
Mobile broadband ONLY 6% 6% 4% 2% 8%
Fixed broadband ONLY 65% 66% 60% 60% 63%
Fixed and mobile broadband ONLY 6% 6% 8% 9% 1%
Figure 18: Take-up of communications services in the household by nation
22
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2012, 2893) ** Figures from Q1 2012 (TV home s 3713, Radio listeners 2963)
UK England Scotland Wales Northern Ireland
Mobile phone take-up 92 92 85 92 94
Smartphone take-up 45 46 39 47 37
DAB ownership amongst radio listeners** 43 44 41 34 25
Smart TV ownership among TV homes** 5 5 4 3 4
Tablet computer take-up 12 12 13 11 10
E-reader take-up (personal use) 12 12 10 14 8
Figure 19: Take-up of devices in the household by nation
23
36 29 30 28 30 41 34 33
25 34 47 39 33 35
43 45 37 36
17 16
2 7 9 12 9 2 6 5 15
10 2 7 12 17
11 1 7 8
34 35
35 34 35 36 38
30 32 37 38
38 30
34 39 36 34
21
28 28 26 26
2 3
5 3
1 1
3 1
0 1 3
1
2 2 7 8
14 14 12
11 13
18 17 12
11 10
10 5
7 7 6
12
9 10 4 2 17
10 8 4 3 17
9 9 3 1
15 11 3 1 1
24 11 13 10 9
0%
20%
40%
60%
80%
100%
2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012
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 survey Base: All adults 16+ (Q1 2008, 5812) (Q1 2009, 6090) (Q1 2010, 9103) (Q1 2011, 3474) (Q1 2012, 3772) 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 20: Multi-platform ownership, by nation
24
94 93 92 93 90 89 91 89 87 87 84 84 84
0%
20%
40%
60%
80%
100%
2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012*
Fixed line
Source: Ofcom communications tracking survey Base: 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) *Note: Data for 2006-2012 based on Q2, all others based on Q4 QC1. Is there a landline phone in your home that can be used to make and receive calls?
Figure 21: Take-up of fixed lines: 2000-2012
57 51
66 40
56 59
50 55
45 51
72 47
28 21
29 4
25
53 28
52 27
46 53
33 48
42 27
58 38
18 22
32 3
21
0 20 40 60 80
UK FRA GER
ITA USA CAN JPN AUS ESP NED SWE
IRL POL BRA RUS IND
CHN
Lines per 100 population
2006 2011
Source: IDATE / industry data / Ofcom
5 year change
-4 -23 -14 -13 -10
-5 -17
-6 -3
-24 -14
-9 -10
1 2
-1 -4
Figure 22: Take-up of fixed lines, by country
26
87
72
85 92
95 96
87 88 87
72
83
94 95 97
86 87 84
71
80
90 96 96
82 86 84
74 78
89 93
98
84 84 84
72
80
89
96 96
83 86
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QC1. Is there a landline phone in your home that can be used to make and receive calls?
Figure 23: Age and gender profile of consumers who have taken up fixed-line services
27
87
96
89 87
77
86 92
87
97
87 87
77
86 91
84
95
87 84
70
83
90 84
95
86 83
73
83 89
84
93 88
85
72
84 89
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QC1. Is there a landline phone in your home that can be used to make and receive calls?
Figure 24: Socio-economic and urbanity profile of consumers who have taken up fixed-line services
28
58
10 3
65
13
2
69
19
2
75
22
3
78
29
5
0%
20%
40%
60%
80%
100%
Awareness of VoIP Stated current use of VoIP Have used VoIP in the past
2008
2009
2010
2011
2012
Source: Ofcom communications tracking survey Base: All adults 16 (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) Note: 2009 data not directly comparable with 2008 as question wording amended to understand access to VoIP services as well as use of these QE29. Before now, were you aware that voice calls could be made using the internet?/ QE30. Have you or anyone in your household ever used one of these services to make voice calls using the internet at home?
Figure 25: Awareness and use of VoIP
29
79 80 78 79 79
8 7 6 5 5
12 13 15 15 15
0%
20%
40%
60%
80%
100%
2008 2009 2010 2011 2012
None
Mobile only
Fixed only
Fixed & Mobile
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) *Note: Data for 2008-2012 based on Q2 data QC1. Is there a landline phone in your home that can be used to make and receive calls?/ QD1. How many mobile phones in total do you and members of your household use?
Figure 26: Take-up of fixed-line and mobile services
30
71
82 80 85
89 90 89 92 91 93 94 94 94
62
75 74 75 81 82 80
86 86 89 91 91 92
34
45
0%
20%
40%
60%
80%
100%
2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012*
Mobile in household
Personally use mobile
Personally use smartphone
Source: Ofcom communications tracking survey Base: 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) *Note: Data for 2006-2012 based on Q2, all other data based on Q4 QD1. How many mobile phones in total do you and members of your household use?/ QD2. Do you personally use a mobile phone?
Figure 27: Take-up of mobile services: 2000-2012
31
5 year change
Source: IDATE and Ofcom
74 75
164 122
131 122
153 121
125 135
99 80
103 158
140 104
130
34 13
107 53
95 108
116 112
105 99
74 57
78 135
104 81
115
0 50 100 150 200
CHN IND
RUS BRA POL IRL
SWE NED ESP AUS JPN CAN USA
ITA GER FRA
UK
2006 2011
+15 +24 +36 +22 +25 +23 +24 +36 +20
+9 +37 +14 +37 +69 +56 +61 +40
Figure 28: Take-up of mobile connections, by country
32
86
94 94 88
77
42
86 86 89
96 98
91
71
49
90 89 91
99 98 93
72
56
91 90 91
99 98 93
82
58
91 91 92
98 97 93
83
59
91 92
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 *75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey *Base size too low to show data for 75+ age group in Q2 2007 Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QD2. Do you personally use a mobile phone?
Figure 29: Age and gender profile of those who personally use mobile services
33
86 92 90
86
77
86 85 89
93 93 90
81
89 90 91 96 95
90
83
91 88
91 94 93 91
85 91 89
92 95 94 93
86 92 90
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QD2. Do you personally use a mobile phone?
Figure 30: Socio-economic and urbanity profile of those who personally use mobile services
34
12
27
15
7 3 1
12 12 13
27
17
5 4 2
13 12 15
29
20
10
3 2
17 14 15
26 21
10 6
1
15 15 15
27
19
11
4 3
16 14
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2019) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QC1. Is there a landline phone in your home that can be used to make and receive calls?/ QD1. How many mobile phones in total do you and members of your household use?
Figure 31: Age and gender profile of users of mobile-only telephony
35
12
4 10
13
21
13 7
13
3
12 12
21
13 9
15
5
13 15
28
16 10
15
5
14 16
25
16 10
15
7 12
15
26
16 10
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2019) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QC1. Is there a landline phone in your home that can be used to make and receive calls?/ QD1. How many mobile phones in total do you and members of your household use?
Figure 32: Socio-economic and urbanity profile of users of mobile-only telephony
36
30
45 42 50
57 56 61
65 65 73 76 78 80
0
20
40
60
80
100
2000 2001 2002 2003 2004 2005 2006* 2007* 2008* 2009* 2010* 2011* 2012*
Internet
Source: Ofcom communications tracking survey Base: 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) *Note: Data for 2006-2011 based on Q2, all other data based on Q4 QE2. Do you or does anyone in your household have access to the internet/ Worldwide Web at home?
Figure 33: Take-up of the internet at home
37
52 55 57 64
57 66
61 67 68 71
0%
20%
40%
60%
80%
100%
Unaware of advertised speed Unaware of connection speed
Q1 2008
Q1 2009
Q1 2010
Q1 2011
Q1 2012*
Source: Ofcom communications tracking survey Base: 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) *Note: Data for 2008-2011 based on all adults aged 16+ with broadband as their main connection at home, data for 2012 based on all adults aged 16+ who use broadband to connect to the internet at home QENEW11B. What is the actual speed of your main home internet connection?
Figure 34: Level of awareness of broadband connection speed
55 58
53 56 58
42
68 64 66
61 67
70
52
76
66 71
63 65 69 70
54
77
67 70
63
70 72
82
55
78
71
78
69 69 73
89
61
80
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+* Male Female
Q1 2008
Q1 2009
Q1 2010
Q1 2011
Q1 2012*
*Base size for 75+ adults in 2008 and 2009 too low for reporting Source: Ofcom communications tracking survey Base: All adults 16+ with broadband as their main connection (Q1 2008, 3209) (Q1 2009, 3702) (Q1 2010, 5941) (Q1 2011, 2481) (Q1 2012, 2726) *Note: Data for 2008-2011 based on all adults aged 16+ with broadband as their main connection at home, data for 2012 based on all adults aged 16+ who use broadband to connect to the internet at home QE11B. What is the actual speed of your main home internet connection?
38
Figure 35: Those unaware of broadband connection speed, by age and gender
55 55 55 56 59 57 55
64 63 63 64 70
65 61
66 62 63
68 73
66 63
67 64 64
69 74
67 68 71
66 71
74 73 71 66
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q1 2008
Q1 2009
Q1 2010
Q1 2011
Q1 2012*
Source: Ofcom communications tracking survey Base: All adults 16+ with broadband as their main connection (Q1 2008, 3209) (Q1 2009, 3702) (Q1 2010, 5941) (Q1 2011, 2481) (Q1 2012, 2726) *Note: Data for 2008-2011 based on all adults aged 16+ with broadband as their main connection at home, data for 2012 based on all adults aged 16+ who use broadband to connect to the internet at home QE11B. What is the actual speed of your main home internet connection?
39
Figure 36: Those unaware of broadband connection speed, by socio-economic group and urbanity
40
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QE9. Which of these methods does your household use to connect to the Internet at home?
8 6 9 6 13 10 13
7 10 9 10 7 5 5 6 8 2 1 2 2 1 1 1
9 7 7 7 8 6 9 6
56 59 59 65 55 60
61 68
68 62 64 71
59 69 66
70
34 44
49 57
16 25 26 23
57 57 60 66
56 61 58 64
6 7 8 6 10
11 10 7 5
4
12 8
5
4 9 4
2
2
4
2
1
1 1
6 8 10
5
6 6 7
6
0 %
20 %
40 %
60 %
80 %
100 %
2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012
Mobile broadband only
Fixed broadband only
Fixed and mobile broadband
Total 16-24 25-44 45-64 65-74 Male Female
40
75+
Figure 37: Age and gender profile of those who have broadband access at home
41
8 6 9 6 10 9 15 11 11 9 10 7 8 5 5 4 4 2 4 3
8 6 9 6 8 7 9 9 11 9 11 8 7 5 7 5
56 59 59 65
70 73 69 76
60 66 65 71 59
58 61 64
37 41 42 48
55 60 59 65 61
56 62
67 67 68 68 74
49 54 53 59
6 7 8 6
6 5 4 5
8 7 8 5
5 7
10 8
5 9
9 6
6 7
8 6 6 6
6 4
7 10 10 7
5 6 6
5
0 %
20 %
40 %
60 %
80 %
100 %
2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012
Mobile broadband only
Fixed broadband only
Fixed and mobile broadband
Source: Ofcom communications tracking survey, Base: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QE9. Which of these methods does your household use to connect to the Internet at home?
Total AB C1 C2 DE Children in home
Rural No children in home
Urban
41
Figure 38: Socio-economic, urbanity and presence of children in the household profiles of those who have broadband access at home
42
5 7
20 12
34 46
12 12
29 22
0%
20%
40%
60%
80%
100%
Q1 2011 Q1 2012
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 survey Base: All adults 16+ who use mobile broadband to access the internet (Q1 2011, 471) (Q1 2012, 394) QE22C. Which one of these best describes where you use mobile broadband to access the internet?
Figure 39: Places where mobile broadband is used
Source: IDATE and Ofcom
5 year change
21 20
18 14
20 25
20 18
15 31
26 12
7 3
2 0
4
33 35 34
22 29
33 27
26 24
41 33
23 17
8 17
1 12
0 10 20 30 40 50
UK FRA GER
ITA USA CAN JPN AUS ESP NED SWE
IRL POL BRA RUS IND
CHN
Lines per 100 population
2006 2011
0
11 15 16
8 9 8 7
8 8
10 7
11 10
5 15
1 8
Figure 40: Take-up of fixed broadband, by country
44
71
83 85
68
43
18
72 69
74
91 89
75
40
17
76 72
77
90 91
77
50
22
79 76
80
90 94
79
53
25
80 79 81
95 93
81
61
25
82 80
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q1 2008
Q1 2009
Q1 2010
Q1 2011
Q1 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q1 2008, 5812) (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) 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 41: Use of the internet anywhere, by age and gender
45
71
87
77
70
49
70 72 74
88 84
70
53
74 74 77
90 85
73
60
77 80 80
92 87
79
61
79 83 81
93 88
78
65
81 80
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q1 2008
Q1 2009
Q1 2010
Q1 2011
Q1 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q1 2008, 5812) (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) 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 42: Use of the internet anywhere, by socio-economic group and urbanity
46
13
20
33 38
46
54
63 70
83 88 90 93 94
95
14 19
23 26 29 30 32 33
36
37 39 41 43 40
1 3 5 4 7
14 21 25
36
38 45
50 51 50
15 14 13 14 13 13 12 13 16 14 14 17
0%
20%
40%
60%
80%
100%
Q1 1999
Q1 2000
Q1 2001
Q1 2002
Q1 2003
Q1 2004
Q1 2005
Q1 2006
Q1 2007
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Total digital
Digital satellite
Digital terrestrial
Digital cable
Source: Ofcom Digital Television Update, figures rounded up to a whole %
Figure 43: Take-up of digital TV services, by platform
47 Source: IDATE / industry data / Ofcom
99% 97%
66%
93% 89% 87% 77%
83%
100%
77% 67%
90%
62% 69%
40% 40% 43%
1% 3%
34%
7% 11% 13% 23%
17% 23%
33%
10%
38% 31%
60% 60% 57%
0%
20%
40%
60%
80%
100%
UK FRA GER ITA US CAN JPN AUS ESP NED SWE IRE POL BRA RUS IND CHI
Analogue
Digital
+1 +3 +4 +1 +2 +9 +4 +11 +2 +9 +4 +8 +7 +10 +9 +9 +9
Year-on-year change (pp)
Proportion of TV homes (%)
Figure 44: Take-up of digital television, by country: 2011
48
Source:IDATE/ industry data/ Ofcom
4% 3%
32% 28%
13% 11% 25% 23%
2% 6% 7%
24% 28%
3% 4%
3% 2% 6% 7%
4% 5%
5% 6% 15% 15%
8% 8%
19% 21%
39% 40% 24% 27%
8% 8%
43% 44%
23% 24%
34% 35%
33% 35%
31% 31% 23% 23%
15% 15%
39% 38% 31% 30%
6% 6%
39% 43%
12% 11% 22% 21%
68% 69%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
100%
2010 2011 2010 2011 2010 2011 2010 2011 2010 2011 2010 2011 2010 2011
UK FRA GER ITA USA JPN ESP
Digital terrestrial
Digital satellite
Digital cable
IPTV
Analogue terrestrial TV HH Analogue satellite
Analogue cable
Percentage TV households
Figure 45: Take-up of digital television – international comparisons, by platform, 2011
49
32 31 32 31 30 36 32 29 33 31 37 37 39 37 35
29 29 30 29 28 26 20
23 21 26
16 13 20 20 20
7 8 9 12 10 7 8 10
12 9 7 9 9 15 10
8 9 10 11 10
4 7
6 8 10
2 4
4 4 7
31 34 38
36 36 29 32
37 32 36
28 29
33 28
30
31 35
37 37 36
42 44
52 49 42
33 44
52 60 52
12 13
10 10 14
11 13
12 11 13
14 13
11 11 14
13
15 10 10 16
6 8
6 11 12
6
7
5
5 7
14 9 5 3 3
11 8 2 3 1
10 6 3 2 1
13 6 5 3 2
20 18 9 5 6
42
29
18 8 11
0%
20%
40%
60%
80%
100%
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
Analogue terrestial only
Cable only
Cable and Freeview
Freeview only
Satellite and Freeview
Satellite only
No TV
Total 16-24 25-44 45-64 65-74 75+
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) 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 46: Trend in multi-platform ownership, by age
50
32 31 32 31 30 34 31 32 34 33 31 32 32 34
29 37 34 38
32 33 28 27 27 24
27
7 8 9 12 10 10
8 10 15
13
5 9 10
12 10 6 10
7 11 9
6 5 7 8
7
31 34 38
36 36 28 35
36 32
32
34
33 39
32 35
29 28 35 35 34
31 37 41 47 41
12 13
10 10 14
12 13
10 9 12
14 11
12 10 14
8 13
8 12 15
12 13
9 10
13 14 9 5 3 3
11 7 4 2 2 13 8
3 3 1
16 8 4 2 2
18 14 10 5 6
0%
20%
40%
60%
80%
100%
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
2008
2009
2010
2011
2012
Analogue terrestial only
Cable only
Cable and Freeview
Freeview only
Satellite and Freeview
Satellite only
No TV
Total AB C1 C2 DE
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QH1A. Which, if any, of these types of television does your household receive at the moment?
Figure 47: Trend in multi-platform ownership, by socio-economic group
51
32 31 32 31 30 30 31 30 31 31 41
31 40
30 27
7 8 9 12 10 7 7 9
11 8
7
13
9 15
17
31 34 38
36 36
31 33 38
35 34
31 40
40 44 46
12 13
10 10 14
14 14
12 11 15
2
7
3 2 14
9 5 3 3 14 10 5 3 3
18 8 7 3 3
0%
20%
40%
60%
80%
100%
2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012
Analogue terrestial only
Cable only
Cable and Freeview
Freeview only
Satellite and Freeview
Satellite only
No TV
Total Rural Urban
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QH1A. Which, if any, of these types of television does your household receive at the moment?
Figure 48: Trend in multi-platform ownership, by urbanity
52
54 57
61 57
38
26
55 54 55 57 62
56
38
29
56 54 58
64 67
58
45
32
61 56 57 59
65
58
47
32
58 57
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
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QH1A. Which, if any, of these types of television does your household receive at the moment?
Figure 49: Age and gender profile of consumers receiving pay-TV
53
54 55 54
64
47 53 51
55 58 57 58
48
55 51
58 63 64 62
46
60
49
57 63
59 59
49
59
46
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QH1A. Which, if any, of these types of television does your household receive at the moment?
Figure 50: Socio-economic group and urbanity profile of consumers receiving pay-TV
54
0
1
2
3
Oct 2011
Nov 2011
Dec 2011
Jan 2012
Feb 2012
Mar 2012
Apr 2012
May 2012
Jun 2012
Jul 2012
Aug 2012
Sep 2012
Oct 2012
LOVEFiLM.com
Yahoo! Movies
Netflix
blinkBox
MSN Video
Watchfreemovies.ch
Metacafe
sidereel
Google Video
Virgin Media Movies
Blinkx
Hulu
Source: UKOM/Nielsen, home and work panel.
Unique audience (m)
Figure 51: Unique audiences for selected online film and TV sites (millions)
55
90 93 96 97 98
53 53
66 65 65
0%
20%
40%
60%
80%
100%
Q2 2008 Q2 2009 Q2 2010 Q2 2011 Q2 2012
DTV and/ or internet access Claimed access to digital radio channels in home
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2005, 2206) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Figure 52: Access to digital radio services in the home
56
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%
Source: RAJAR, Q2 2012 Note: this map is based on analysis which uses the total survey area (TSA) of the individual station which best represents the coverage area of each digital multiplex
Figure 53: Take up of DAB digital radio sets, by multiplex area
16 16 16 13 16 20 17 15
44 43 45 44
44 43
43 45
12 11 12 13
13 10 15 9
18 18 18 19 17 18 17
20
10 11 9 11 10 8 9 11
0
20
40
60
80
100
Total Male Female 16-34 35-54 55+ ABC1 C2DE
Not at all reliant
Not very reliant
Neither reliant nor not reliant
Fairly reliant
Very reliant
% of respondents
57
Source: Ofcom post tracking survey. Base: All respondents Q3 2012 (1232). QE1. How reliant would you say you are on post as a way of communicating? (Single Code)
Figure 54: Reliance on post as a way of communicating
58
Source: Ofcom post tracking survey. Base: All respondents Q3 2012 (1232) QC1: Approximately how many items of post – including letters, cards and parcels – have you personally sent in the last month? (Single Code) Prompted.
18 19 16 26
15 15 13 23
21 20 23
24
22 18 21
22
19 19 19
19
21
16 19
18
28 30 25
24
25 34 30
24
9 8 11
3 11 14 11 8
3 5 3
0
20
40
60
80
100
Total Male Female 16-34 35-54 55+ ABC1 C2DE
% o
f res
pond
ents
Don't know
Over 50 items
31 to 50 items
21 to 30 items
11 to 20 items
5 to 10 items
3 or 4 items
1 or 2 items
None
6.0
Mean no. items sent per month
5.8 5.9 4.8 6.7 6.1 6.6 5.1
Figure 55: Number of items sent in past month
59
Source: Ofcom Post tracking survey. Base: All respondents Q3 2012 (1232). QD1: Approximately how many items of post – including letters, cards and parcels – have you personally received in the last week? (Single Code) Prompted.
9 8 9 11 7 8 9 9
17 19 15 24
10 16 14
20
16 14 18
18
14
17 17 15
35 33 37
32
39
34 33 38
18 20 17 10
24 20 22
14
0
20
40
60
80
100
Total Male Female 16-34 35-54 55+ ABC1 C2DE
Don't Know
31 to 50
21 to 30 items
11 to 20 items
5 to 10 items
3 or 4 items
1 or 2 items
None
% o
f res
pond
ents
7.8 8.1 7.5 6.0 9.2 8.0 8.3 7.2
Mean no. items received per week
Figure 56: Number of items received in last week
16
9
6
7 61
Decreased slightly Decreased Greatly
Increased greatly Increased slightly
Stayed the same
Use of mail
60
Source: Ofcom post tracking survey. Base: All respondents. Q3 2012 (1232).
35
44
32
7
11
Formal letters to organisations or individuals
Personal letters (e.g: to a friend or relative)
Invitations/greetings/postcards
Larger parcels - that will not fit through a letterbox
Smaller parcels - that will fit through a letterbox
Type of mail
Figure 57: Decrease in postal use/items being sent less often by post than two years ago
61
6
7
61
16
9
Increased greatly Increased slightly Stayed the same Decreased slightly Decreased Greatly
36
28
24
22
21
Formal letters to organisations or individuals
Personal letters (e.g: to a friend or relative)
Invitations/greetings/postcards
Larger parcels - that will not fit through a letterbox
Smaller parcels - that will fit through a letterbox
Type of mail
Source: Ofcom Post tracking survey. Base: All respondents. Q3 2012 (1232).
Use of mail
Figure 58: Increase in postal use/items being sent more often by post than two years ago
62
84 84 83 76 90 85 83 85
51 50 53 41
54 58 55 48
49 49 50 48
48 51 52 46
49 50 48 42
50 55 49 49
39 37 42
33
44 40 41 38
35 32 38
27
40 39 43 27
32 32 33
35
39 23 40
23
27 26 28
22
27 31
30
23
25 26 24
26
32 16
32
17
Total Male Female 16-34 35-54 55+ ABC1 C2DE
Smaller parcels - that will fit through a letterbox
Personal letters
Larger parcels - that will not fit through a letterbox
Invitations/greetings cards/postcards
Catalogues/brochures
Addressed direct mail from organisations you don't have a relationship with
Letters from organisations you do have a relationship with
Standard circulars from organisations you do have a relationship with
Bills/invoices/statements
Source: Ofcom post tracking survey. Base: All respondents Q3 2012 (1232). QD4. Please think about items that are addressed to you personally rather than leaflets or charity collection envelopes or bags that may come through your letterbox. Which of these types of items would you say you have personally received through the post in the last month? (Multi Code)
% o
f res
pond
ents
Figure 59: Type of post received
63
46 52 53
59 65 66 68 72 70
76 78 78 82
56 52 44 46 47
52 59 62
5 8
4 12
34 45
0%
20%
40%
60%
80%
100%
2000 2001 2002 2003 2004 2005 *2006 *2007 *2008 *2009 *2010 *2011 *2012
Any**
PC
Laptop
Netbook
Tablet
Smartphone
Source: Ofcom communications tracking survey Base: 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) *Note: Data for 2006-2010 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 2011-2012 also includes netbook or tablet computers but not smartphone. QE1. Does your household have a PC, laptop, netbook or tablet computer?
Figure 60: Ownership of connected devices in the home
52
69
60
50
29
13
52 5056
62
36
22
71
61
16
44 44 45
54
35
22
4 6 4 4 1
62
7772
64
36
13
46 48 4754
39
1912 13 15
12
4 1
59
73
32
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 2010
Q2 2011
Q2 2012
Laptop Desktop PC
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QE1. Does your household have a PC, laptop, netbook or tablet computer?
Tablet
Figure 61: Age profile of laptop, PC and tablet users
65
52
6358
4639
52
71
54 52
33
68
58
44
62
45 44
28
47
4 1 1
62
77
68
59
44 46
59
51
43
32
12
21
10 106
41
70
59
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Total AB C1 C2 DE Total AB C1 C2 DE
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QE1. Does your household have a PC, laptop, netbook or tablet computer?
Laptop Desktop PC Tablet
Figure 62: Socio-economic group profile of laptop, PC and tablet users
66
70 76
83
73
46
20
71 69
76
84 87
82
46
27
78 75
78
88 87 81
53
29
78 78 78
86 89
83
59
33
79 77 82
89 91 86
63
32
83 81
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QE1. Does your household have a PC, laptop, netbook or tablet computer?
Figure 63: Age and gender profile of those who own a PC, laptop, netbook or tablet computer
67
70
87
77
67
48
70 71
84
61
76
92
85
75
54
76 81
90
68
78
93
84
75
58
78 76
91
69
78
91 86
78
58
78 81
93
69
82
96
88
81
62
82 83
93
75
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural Children in home
No children in home
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QE1. Does your household have a PC, laptop, netbook or tablet computer?
Figure 64: Socio-economic, urbanity and children-in-home profile of those who own a PC, laptop, netbook or tablet computer
68
34
54 48
26
7 2
39
30
44 38
34
22
35 30
45
70
60
37
8 3
47 43
56 50
41
32
46
39
0%
20%
40%
60%
80%
Total 16-24 25-44 45-64 65-74 75+ Male Female AB C1 C2 DE Urban Rural
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2011, 2862) (Q2 2012, 2893) QD2. Do you personally use a mobile phone?
Figure 65: Age, gender, socio-economic and urbanity profile of smartphone owners
69
13 14
35
42
15 13 11
27 30
10 16
9
24 27
7
16
9
22 25
7
16
8
20 23
5
0%
20%
40%
60%
80%
100%
Fixed line Mobile (personally own)
Internet Broadband Digital TV
2008
2009
2010
2011
2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) (Q2 2012, 2893)
Figure 66: Non-ownership of communications services
70
90 94 95 95 95 94 95 97 97 96
0%
20%
40%
60%
80%
100%
Q2 2008 Q2 2009 Q2 2010 Q2 2011 Q2 2012
Personally own mobile Access to mobile in household
Source: Ofcom communication tracking survey Base: All adults 16+ who do not own a fixed-line (Q2 2008, 261) (Q2 2009, 274) (Q2 2010, 340) (Q2 2011, 400) (Q2 2012, 446) QC1. Is there a landline phone in your home that can be used to make and receive calls?/ QD2. Do you personally use a mobile phone?
Figure 67: Access to mobile services among those who do not have access to a fixed line
71
9
22
9
20 12 15 12
17 11 14
0%
20%
40%
60%
80%
100%
Do not intend to take-up fixed line Do not intend to take-up internet
2008
2009
2010
2011
2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2006, 2439) (Q2 2007, 2253) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Figure 68: Do not intend to take up communications services in the next 12 months
72
11
3 3
11
29
41
11 12 9 4 3
7
27 33
9 9 7 1 2
6
24 23
8 6 6 1 1
6
16
27
5 7 4 2 1 4 9
22
4 5
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Figure 69: Voluntary (only) non-ownership of internet services by age and gender
73
10 8 5
9
18
30
10 10 10 6 4 6
25
38
8 11
8 3 3
8
19
35
8 9 10 5 4
8
20
35
9 11 9 2 4
7
22
42
9 10
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom Communication Tracking Survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Figure 70: Involuntary non-ownership of internet, by age and gender
74
10
2 6
11
21
11 7
10 3 5
10
21
10 10 8 2
5 9
18
8 10 10
2 5
9
23
10 8 9 3 5
9
22
10 9
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom Communication Tracking Survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Figure 71: Involuntary non-ownership of internet, by socio-economic group and urbanity
75
7 12
7 12
6
15 9 11
6 12
6 9 7 13
7 8 7 10 7 7
0%
20%
40%
60%
80%
100%
Fixed line Mobile PC Television
2008
2009
2010
2011
2012
Source: Ofcom communications tracking survey Base: All adults 16+ with a fixed line (Q2 2008, 1845) (Q2 2009, 1810) (Q2 2010, 1766) (Q2 2011, 2456) (Q2 2012, 2445). Mobile (Q2 2008, 1911) (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582). PC (Q2 2008, 1824) (Q2 2009, 2308) (Q2 2010, 1593) (Q2 2011, 2150) (Q2 2012, 2172). Television (Q2 2008, 1910) (Q2 2009, 2064) (Q2 2010, 2076) (Q2 2011, 2794) (Q2 2012, 2832)
Figure 72: Difficulties using communications services
76
7 6 4 6 10
17
8 6 10
4 6 10
21
43
10 10 7
3 4 7
20
54
6 8 7 4 4
7 10
20
7 6
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Fixed line
Mobile
PC
Television
Source: Ofcom communications tracking survey Base: All adults 16+ with a fixed line (Q2 2012, 2445). Mobile (Q2 2012, 2582). PC (Q2 2012, 2172). Television (Q2 2012, 2832)
Figure 73: Difficulties using various communications services, by age and gender
77
7 7 5 7 10
7 8 10 11 8 10
13 10 10
7 6 5 6
15
7 7 7 6 6 6 9 7 6
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Fixed line
Mobile
PC
Television
Source: Ofcom communications tracking survey Base: All adults 16+ with a fixed line (Q2 2012, 2445). Mobile (Q2 2012, 2582). PC (Q2 2012, 2172). Television (Q2 2012, 2832)
Figure 74: Difficulties using various communications services, by socio-economic group and urbanity
74%
61%
78% 83%
87% 80%
68% 72%
52%
60%
92%
81% 75%
69%
84%
49%
79% 85%
90% 88%
80% 81%
56%
71%
80% 88% 87%
79%
0%
20%
40%
60%
80%
100%
Total 15-34 35-54 55-64 65+ ABC1 C2DE
No disability Visual Hearing Mobility
78
Source: British Population Study Base: All adults 15+ (Non-disabled: 17412, 6174 (15-34), 5674 (35-54), 2544 (55-64), 2441 (65+), Disabled 4095, 384 (15-34), 899 (35-54), 818 (55-64) and 1469 (65+)); Visual: 367,81,85,65,136,144,199; Hearing: 505,45,70,89,302,220,254; Mobility: 1134, 157,345,226,283,398, 572;
Figure 75: Fixed-line ownership - comparing people with single disability to non-disabled consumers, by age and socio-economic band
87% 87% 89% 89%
81%
90% 84%
79%
93%
85% 88%
65%
86%
75% 82%
87%
96% 89%
76%
87%
77% 80%
92% 89% 86%
73%
86%
76%
0%
20%
40%
60%
80%
100%
Total 15-34 35-54 55-64 65+ ABC1 C2DE
No disability Visual Hearing Mobility
79
Source: British Population Study Base: All adults 15+ (Non-disabled: 17412, 6174 (15-34), 5674 (35-54), 2544 (55-64), 2441 (65+), Disabled 4095, 384 (15-34), 899 (35-54), 818 (55-64) and 1469 (65+)); Visual: 367,81,85,65,136,144,199; Hearing: 505,45,70,89,302,220,254; Mobility: 1134, 157,345,226,283,398, 572
Figure 76: Mobile ownership - comparing people with a single disability to non-disabled consumers, by age and socio-economic band
82%
92% 89%
78%
54%
90%
73%
60%
88%
80%
59%
32%
71%
51%
63%
87% 90%
82%
47%
77%
48% 46%
90%
70% 63%
28%
59%
39%
0%
20%
40%
60%
80%
100%
Total 15-34 35-54 55-64 65+ ABC1 C2DE
No disability Visual Hearing Mobility
80
Source: British Population Study Base: All adults 15+ (Non-disabled: 17412, 6174 (15-34), 5674 (35-54), 2544 (55-64), 2441 (65+), Disabled 4095, 384 (15-34), 899 (35-54), 818 (55-64) and 1469 (65+)); Visual: 367,81,85,65,136,144,199; Hearing: 505,45,70,89,302,220,254; Mobility: 1134, 157,345,226,283,398, 572
Figure 77: Home internet use - comparing people with a single disability to non-disabled consumers, by age and socio-economic band
81
34% 27%
30%
38%
52%
33% 35% 41%
26% 29%
46%
55%
41% 41% 44% 44%
26%
34%
51%
38%
49% 46%
32% 35%
41%
53% 49%
45%
0%
20%
40%
60%
80%
100%
Total 15-34 35-54 55-64 65+ ABC1 C2DE
No disability Visual Hearing Mobility
Source: British Population Study Base: All adults 15+ (Non-disabled: 17412, 6174 (15-34), 5674 (35-54), 2544 (55-64), 2441 (65+), Disabled 4095, 384 (15-34), 899 (35-54), 818 (55-64) and 1469 (65+)); Visual: 367,81,85,65,136,144,199; Hearing: 505,45,70,89,302,220,254; Mobility: 1134, 157,345,226,283,398, 572
Figure 78: Freeview ownership - comparing people with a single disability to non-disabled consumers, by age and socio-economic band
82
54% 58% 59%
51%
37%
55% 52%
41%
59% 54%
39%
24%
41% 42% 46%
40%
67%
56%
39%
50%
42% 42%
54% 52% 50%
35% 40%
43%
0%
20%
40%
60%
80%
100%
Total 15-34 35-54 55-64 65+ ABC1 C2DE
No disability Visual Hearing Mobility
Source: British Population Study Base: All adults 15+ (Non-disabled: 17412, 6174 (15-34), 5674 (35-54), 2544 (55-64), 2441 (65+), Disabled 4095, 384 (15-34), 899 (35-54), 818 (55-64) and 1469 (65+)); Visual: 367,81,85,65,136,144,199; Hearing: 505,45,70,89,302,220,254; Mobility: 1134, 157,345,226,283,398, 572
Figure 79: Pay-TV ownership - comparing people with a single disability to non-disabled consumers, by age and socio-economic band
Consumer choice and value
83
84
Proportion of households
Source: Ofcom communication tracking survey Base: 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 80: Trends in purchasing multiple communications services from a single supplier
17% 20% 22% 24% 27%
12%
16% 17% 16%
19%
1% 3%
2% 2% 2%
2%
0%
1%
1%
1%
1% 1%
2%
2%
5%
6% 9%
8%
6%
40% 45%
50% 53%
57%
0%
10%
20%
30%
40%
50%
60%
Q1 2008 Q1 2009 Q1 2010 Q1 2011 Q1 2012
Other
Mobile and broadband
Fixed voice, broadband, mobile and multi-channel TV Fixed voice, dial-up and multichannel TV Fixed voice and multichannel TV
Fixed voice and dial-up
Fixed voice, broadband and multichannel TV Fixed voice and broadband
85
40 35
50
40
25
13
48
42 39
28
39 39
45 41
57
50
32
18
57
49 46
33
49 44
50 46
60
54
39
19
59 56
52
36
51 50 53
45
64
56
42
23
64
56 55
39
54 53 57
47
64 62
51
25
68
59 57
43
58 55
0
20
40
60
80
UK 16-24 25-44 45-64 65-74 75+ AB C1 C2 DE Male Female
2008 2009 2010 2011 2012
Any bundled services (%)
Age Socio-economic group Gender
Source: Ofcom research, Quarter 1 2012 Base: All adults aged 16+ (5812 UK 2008, 6090 UK 2009, 9013 UK 2010, 3474 UK 2011, 3772 UK 2012) QG1. Do you receive any of these services as part of an overall deal or package from the same supplier?
Figure 81: Age, gender and socio-economic profile of consumers with a bundled service
86
Source: Ofcom communications tracking survey (Q1 and Q3 rolled data from 2010), Q1 2011, Q1 2012 Base: Adults 15+ (2010) 16+ (2011)
42 40 33
86 86 87
22 22 20 27 29 31
44 45 52
4 6 5
44 45 52 24 24 26
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
100%
2010 2011 2012 2010 2011 2012 2010 2011 2012 2010 2011 2012
Bundled purchase
Single service purchase
Fixed Mobile (personal)
Fixed broadband
Pay TV
Figure 82: Percentage of consumers buying multiple communications services
87
48 43 44 49
64
47 49 50 52 44 44 45
71
33 35 37
34 18
33 34 34 31 40
30 36
16 4 3 4 7
3 5 5
8 4
5 9
5 4 6
4 5 6 3 5
5 4 3 3 3 3 3 3 3 4 5 8 7 5 4 6 4 4 4 5 9 5 6
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, broadband and multichannel TV
Multichannel TV and broadband
Landline and multichannel TV
Landline, broadband, multichannel TV
Landline and broadband
Source: Ofcom communication tracking survey Base: All adults 16+ who bundle at least two services (Q1 2012, 2007) 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 83: Trends in purchasing multiple communications services, by age, gender, socio-economic group and urbanity
88
3 4 5 5
40 39 40 47 51
59 57 55 48 43
0%
20%
40%
60%
80%
100%
2008 2009 2010 2011 2012
Other
Prepay
Other contract
SIM only contract*
Source: Ofcom communications tracking survey Base: Adults 16+ who personally use a mobile phone (Q2 2008, 1699) (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582) 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 has only been collected from 2009
Figure 84: Take-up of mobile packages
89
40 42 44 52 57
41 47 43 58 64
52 57 57 65 69
34 30 39
49 54
16 15 22 20 25
6 5 7 5 14
59 57 55 48 43
59 53 57 41
36 47 41 43
34 31
66 69 60
50 45
84 83 77 80 75
94 94 92 95 84
2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012
Prepay Contract
Total 16-24 25-44 45-64 75+* 65-74
Source: Ofcom communications tracking survey Base: Adults 16+ who personally use a mobile phone (Q2 2008, 1699) (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582)* Small base size; treat as indicative only. QD11. Which of these best describes the mobile package you personally use most often?
Figure 85: Age profile of pre-pay and contract users
90
40 42 44 52 57
48 52 54 65 69
50 48 51 58 64
30 43 42
50 54
25 23 27 33 39
59 57 55 48 43
50 47 46 35 31
50 52 49 41 36
70 55 57
49 45
75 77 73 67 61
2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012
Prepay Contract
Total AB C1 C2 DE
Source: Ofcom communications tracking survey Base: Adults 16+ who personally use a mobile phone (Q2 2008, 1699) (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582) QD11. Which of these best describes the mobile package you personally use most often?
Figure 86: Socio-economic profile of pre-pay and contract users
91
2 13 10 15 19 24 24 21 20 21 21 18 17 17 19 18 18 14 14 19 16 15 11 13 12 8 5 3 3 3 3 4 7 8 8 10 9 11 13 16
80 84 82 75 72 68 67 63 60 50
35 28 24 12 6 4 3 3 2 3 2
1 1 1 1 2 3 5 7 13 26
41 47 50 63 69 70 68 70 69 70 67
1 4 1 1 1 1 1 2
0
20
40
60
80
100
Q1
2007
Q2
Q3
Q4
Q1
2008
Q2
Q3
Q4
Q1
2009
Q2
Q3
Q4
Q1
2010
Q2
Q3
Q4
Q1
2011
Q2
Q3
Q4
Q1
2012
Other
24 months
18 months
12 months
1 month
Source: GfK Retail and Technology UK Ltd, Contract Length Sales of new Mobile Connections, Q1 2007 to Q1 2012. Notes: England, Scotland and Wales only (excludes Northern Ireland); based on GfK’s coverage of 94% of the consumer market; based on new post-pay connections; excludes contract renewals; only represents sales through consumer channels (i.e. most business connections are excluded).
Proportion of sales (%)
Figure 87: Length of new mobile contract connection
92
20 15
27 32 32 18
8 8
8 9 7
6
24
11
11 7 10
11
46
66 52 49 48
63
0%
20%
40%
60%
80%
100%
Fixed line Mobile contract Fixed broadband Mobile broadband Pay TV Bundle total
Always (Every month)
Sometimes (Every few months)
Rarely (once or twice year)
Never
Don't know
Source: Kantar face to face omnibus survey, Feb/March 2012 Base: All adults with fixed line (1606), mobile contract (2152) fixed broadband (734), mobile broadband (291) Pay TV (690), Bundle (2565) Data for individual services are for standalone purchases – i.e. receives separate bill for this service Q4. How often, if at all, do you check how much you have paid each month for your [service]? How often if at all, do you check how much credit you have remaining/have used on your pay as you go phone?
Figure 88: Frequency consumers check how much they have paid for communications services
93
71
23
33
16
26 24 21
56 49
55
32 35
8 9 14
4
39
24
1 3 1 6
2 4 3 1 9
1 7 10
1 7
1 1 1 2 1 3 1 2 2 3 1 1 2 3 1 4
0%
20%
40%
60%
80%
100%
Fixed line Mobile contract Fixed broadband Mobile broadband Pay TV Bundle (total)
Paper bill Online bill Bank statement Provider by phone Provider via email
Provider via SMS Provider (other) Other Don’t know
Source: Kantar face to face omnibus survey, Feb/March 2012 Base: All adults who check how much paid - fixed line (1234), mobile contract (1833) fixed broadband (519), mobile broadband (186), Pay TV (456), Bundle (2086) Data for individual services are for standalone purchases – i.e. receives separate bill for this service. Q4d. And how do you check this for your [service]?
Figure 89: Methods of checking charges for communications services
94
Source: Ofcom / operators / ONS Notes: Radio data prior to 2004 were compiled using a different methodology and are not directly comparable to subsequent figures; TV includes PPV from 2004 onwards; 2011 proportion of average household spend uses an estimate of household spend based on data for the previous four years; figures are adjusted for RPI
28.61 27.13 25.84 24.73 24.04 22.06
37.94 37.81 36.51 35.05 33.49 32.21
11.92 11.06 10.68 11.02 10.53 10.78
29.20 29.30 28.69 29.40 29.41 29.94
2.84 2.86 2.70 2.67 2.68 2.64
£110.50 £108.15 £104.43 £102.89 £100.15 £97.62
4.8% 4.8% 4.7% 4.7% 4.6% 4.6%
0%
1%
2%
3%
4%
5%
0
50
100
150
2006 2007 2008 2009 2010 2011
Radio
Television
Fixed internet
Mobile services Fixed voice
% of total spend
Figure 90: Average household spend on telecoms services
95
Source: ONS Note: This chart shows CPI figures, whereas we use the retail prices index (RPI) when we adjust for inflation elsewhere in this section of the report.
Annual change (%)
-15
-10
-5
0
5
10
Jan-
97
Jan-
98
Jan-
99
Jan-
00
Jan-
01
Jan-
02
Jan-
03
Jan-
04
Jan-
05
Jan-
06
Jan-
07
Jan-
08
Jan-
09
Jan-
10
Jan-
11
Jan-
12
Overall CPI Telephone and telefax equipment and services CPI
Figure 91: Year-on-year changes in consumer prices indices
14.4 11.8
10.1 9.4 8.6 8.4
7.2 7.7 7.6 7.6 7.4 7.6
0
5
10
15
2006 2007 2008 2009 2010 2011
Mobile
Fixed
Pence per minute
Source: Ofcom / operators Note: Includes estimates where Ofcom does not receive data from operators; fixed calculation excludes non-geographic voice calls; mobile calculation includes business calls; adjusted for RPI
Figure 92: Comparison of average residential fixed and mobile voice call charges
Basket 1
Basket 2 Basket 3 Basket 4
‘Typical household type’
A retired low-income couple
A couple of late adopters A ‘networked’ family Affluent couple with
sophisticated use
Outbound call minutes
223
428 593 246
Type of calls 97% UK geographic, and 3% UK mobiles
94% UK geographic, 3% UK mobiles and
3% international
91% UK geographic, 2% UK mobiles and
7% international
80% UK geographic, 12% UK mobiles and
8% international
Time of day
58% daytime, 25% evening
and 17% weekend
58% daytime, 25% evening
and 17% weekend
59% daytime, 25% evening
and 16% weekend
59% daytime, 25% evening
and 16% weekend
97
Source: Ofcom
Figure 93a: Fixed-line voice - prices for typical baskets of standalone voice services: 2008 to 2012
98
Including line-rental pre-payment tariffs Monthly cost (£)
18.88 18.21 19.31 19.31
20.98 20.87 19.53 23.54
22.08 22.05 20.73 25.62
21.59 21.60 22.54 22.54
0
20
40
60
80
100
2010 2011 2012 excluding Virgin Media
2012 including Virgin Media
Household 4
Household 3
Household 2
Household 1
n/a -1.0% -0.7% 10.0% Nominal change n/a -5.6% -3.8% 6.6% Real change
Source: Ofcom / Teligen Note: Tariff data collected in July each year; nominal prices; full details of methodology, basket composition and in-depth analysis will be provided in Ofcom’s 2012 International Communications Market report (scheduled for publication on 12 December 2012)
Figure 93b: Fixed-line voice - prices for typical baskets of standalone voice services: 2008 to 2012
99
Source: Ofcom / Teligen Note: Tariff data collected in July each year; nominal prices; full details of methodology, basket composition and in-depth analysis will be provided in Ofcom’s 2012 International Communications Market report (scheduled for publication on 12 December 2012)
18.88 20.18 22.72
20.98 22.84 27.62
22.08 24.02 29.70
21.59 23.57
26.62
0
20
40
60
80
100
120
2010 2011 2012
Household 4
Household 3
Household 2
Household 1
Excluding line-rental pre-payment tariffs Monthly cost (£)
n/a 8.5% 17.7% Nominal change n/a 3.3% 14.1% Real change
Figure 93c: Fixed-line voice - prices for typical baskets of standalone voice services: 2008 to 2012
7.2 7.7 7.6 7.6 7.4 7.6
0
5
10
15
20
2006 2007 2008 2009 2010 2011
Calls to mobiles
All of these call types
Rental & UK geographic calls
International calls
Pence per minute
Source: Ofcom / operators Note: Nominal prices; 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 RPI; excludes VAT
3.2% 10.2% 3.6% -0.9% 2.2% 7.8% Nominal change 0.0% 5.7% -0.3% -0.4% -2.3% 2.4% Real change
Figure 94: Fixed-line voice - prices for typical baskets of standalone voice services: 2008 to 2012
Broadband Broadband and basic
landline
Broadband, basic landline and basic
pay-TV BT 2008 n/a 26.49 31.49 2009 n/a 26.90 41.58 2010 n/a 26.78 45.78 2011 n/a 27.90 42.40 2012 n/a 27.60 40.10
Virgin Media 2008 17.00 20.00 30.00 2009 19.57 24.47 34.25 2010 20.00 24.49 29.99 2011 21.00 27.40 32.99 2012 22.50 28.40 33.90
TalkTalk 2008 n/a 15.49 19.99 2009 n/a 17.74 19.56 2010 n/a 21.98 n/a 2011 n/a 20.30 n/a 2012 n/a 21.00 n/a
Sky 2008 n/a n/a 27.00 2009 n/a n/a 28.50 2010 15.00 21.00 30.00
101
Figure 95: Best price available for broadband bundles from the UK’s largest ISPs
102
Source: Ofcom / Teligen Notes: Nominal prices; based on tariffs available in July each year. Basket includes 428 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 (£)
23.24 24.86 22.92 23.24 24.86 25.87
0
10
20
30
2010 2011 2012
All tariffs
Excluding pre-payment tariffs
Nominal change (all) 7.0% -7.8% Real change (all) 1.9% -10.6% Nominal change (excl. pp) 7.0% 4.1% Real change (excl. pp) 1.9% 0.9%
Figure 96: Best price available for a basket of voice calls and a basic broadband service
103
£23.60 £20.51 £18.09 £17.59 £15.96 £15.73
0
5
10
15
20
25
2006 2007 2008 2009 2010 2011
£ per month
Source: Ofcom / operators Note: Includes estimates where Ofcom does not receive data from operators
Average headline speed
2.5Mbit/s 6.4Mbit/s 8.3Mbit/s 4.8Mbit/s 12.8Mbit/s 16.8Mbit/s
-15.4% -13.1% -11.8% -2.8% -9.2% -1.4% Nominal change
-18.0% -16.7% -15.2% -2.2% -13.3% -6.3% Real change
Figure 97: Average monthly price of a residential broadband connection (excluding line rental)
Handset type Outbound voice minutes per month
Outbound SMS per month Data use per month
Connection 1 Basic 55 n/a n/a Connection 2 Basic 55 30 n/a Connection 3 Basic 55 65 n/a Connection 4 Basic 55 70 n/a Connection 5 Mid-tier 169 160 n/a Connection 6 Mid-tier 188 20 100MB Connection 7 Advanced 280 30 300MB Connection 8 Advanced 376 80 300MB Connection 9 Advanced 516 150 1GB
104
Source: Ofcom
Figure 98a: Composition of mobile phone baskets: 2011 and 2012
105
Source: Ofcom / Teligen Note: Calculated from lowest tariff available from each of the three largest mobile operators by retail market share in July of each year; nominal prices
Monthly cost (£)
8.94 8.81 9.35 9.61 9.72 10.18 9.68 10.25 9.78 10.72 10.56 10.25 18.07 16.57 16.09 21.18 18.59 18.12
42.30 35.35 43.04
50.69 40.08
52.57
62.15 53.57
55.20
0
50
100
150
200
250
2010 2011 2012
Connection 9
Connection 8
Connection 7
Connection 6
Connection 5
Connection 4
Connection 3
Connection 2
Connection 1
Annual change
2011 2012
-1.5% 6.2%
1.2% 4.7%
5.8% -4.6%
-1.5% -3.0%
-8.3% -2.9%
-12.2% -2.5%
-16.4% 21.7%
-20.9% 31.2%
-13.8% 3.0%
n/a -12.8% 10.4% Nominal change n/a -16.9% 7.0% Real change
Figure 98b: Composition of mobile phone baskets: 2011 and 2012
106
0 0 0 6 7 6 7 7 12 12 12 13 15 18 17 18 20 24 26 26 29 5 5 8
12 15 17 17 19 20 21 23 23 22 20 19 18 17 18 19 20 20
4 4 9
6 6 6 8 10 10 13 13 13 13 13 15 16 14 13 13 11 11
14 16 11
13 13 14 11 8 7 10 10 11 11 14 15 17 21 14 12 10 10
14 9 9 6 8 10 14 11 14 13 12 13 12 13 11 10 7 8 8 9 9
46 43 41 38 34 31 30 28 26 19 15 15 14 11 13 13 12 14 14 15 14 17 23 21 19 17 15 15 16 12 13 15 12 13 10 10 10 9 9 8 9 7
0%
20%
40%
60%
80%
100%
Q1
2007
Q2
Q3
Q4
Q1
2008
Q2
Q3
Q4
Q1
2009
Q2
Q3
Q4
Q1
2010
Q2
Q3
Q4
Q1
2011
Q2
Q3
Q4
Q1
2012
£40+ £35-39.99 £30-34.99 £25-29.99 £20-24,99 £15-19.99 £0-14.99
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 of 94% of the consumer market; based on new post-pay connections; excludes contract renewals; only represents sales through consumer channels (i.e. most business connections are excluded)
Proportion of sales (%)
Figure 99: Monthly line rental prices for new mobile contract connections
107
Source: Ofcom / Teligen Note: Based on standalone television tariffs available from Virgin Media and Sky in July of each year; includes hardware and installation costs.
Monthly cost (£)
12 12 12 12 12 12 12 12 12 12
16
45
17
46
12
49
13
52
10
50
10 10 10 10 10
28
67
28
68
24
71
25
74
22
73
0
20
40
60
80
Basi
c pa
y-TV
Prem
ium
pa
y-TV
Basi
c pa
y-TV
Prem
ium
pa
y-TV
Basi
c pa
y-TV
Prem
ium
pa
y-TV
Basi
c pa
y-TV
Prem
ium
pa
y-TV
Basi
c pa
y-TV
Prem
ium
pa
y-TV
Additional fee for HD
TV subscription
Licence fee
2008 2009 2010 2011 2012
Figure 100: Best price available for television services
Figure 101: Lowest prices available for a basket of communications services typical of a ‘networked family’ household (fixed voice, fixed broadband, four mobile phones with differing usage levels, basic pay-TV service)
108
Source: Ofcom / Teligen Notes: 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)
Monthly cost (£)
34.00 36.75
0.00
23.25
3.35 4.89 0.40
60.52 67.51
61.48
13.50 12.13
12.13 12.13 1
111.36 121.27
112.14
0
50
100
150
2010 2011 2012
TV hardware
TV licence
Pay TV
Mobile
Fixed voice
Fixed voice & broadband access Fixed voice, broadband & pay-TV access
109
Source: Ofcom / Teligen Note: 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; 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)
Monthly cost (£)
50
57
69
70
57 80
68 85 11
6 10
7 11
3 12
4
100 12
2 21
2 12
8 168
169
146 17
8 26
2 24
7 268 31
4
200
207 24
4 22
9 32
8 373
0
100
200
300
400
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
Fixed voice Mobile Fixed broadband Mobile broadband Pay TV TV licence TV hardware
Basic needs Late adopters Mobile ‘power user’ Connected family Sophisticated couple
Figure 102: Comparative ‘weighted average’ pricing of single services for baskets of communications services typical of five household types
45
54
62
57
47 62
53
66
71
65
73 87
84 10
8 18
5 10
2 16
3 14
6
112
94
186
120
187 22
4
164
168 19
7 17
1 30
0 31
2
0
100
200
300
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
UK
FRA
G
ER
ITA
ES
P
USA
Fixed voice, broadband, pay-TV and mobile access Fixed voice, broadband & pay-TV access Fixed voice, broadband & mobile access Fixed voice & broadband access Fixed voice Mobile Fixed broadband Mobile broadband Pay TV TV licence
Figure 25
110
Source: Ofcom / Teligen Note: 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 (scheduled for publication on 13 December 2012)
Monthly cost (£)
Basic needs Late adopters Mobile ‘power user’ Connected family Sophisticated couple
Figure 103: Comparison of lowest-priced services, including multi-play, for baskets of communications services typical of five household types
111
Source: Operator's websites, [accessed 10 October 2012] Note: Delivery targets in Japan, Russia and China are dependent on the point of origin and destination
UK FRA GER ITA USA CAN JPN AUS ESP NED SWE IRE POL BRA RUS IND CHI
D+1 D+1 D+1 D+1 D+3 D+2-4 Variable D+1-4 D+3 D+1 D+1 D+1 D+1-3 D+1-3 Variable D+2-6 Variable
Figure 104: Delivery specifications for the prices analysed
112
Source: Operator's websites, [accessed 10 October 2012] Note: 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-150g Values converted from the local currency unit to British Sterling (£1 = €1.154 / US$1.604 / CAN$1.587 / ¥127.979 / AUS$1.555 / SEK10.413 / PLN4.751 / BRL2.683 / RUB47.117 / INR74.841 / CNY10.362)
60p 52p 48p 52p
28p 38p
63p
39p 31p
43p 58p
48p 41p 30p
20p 7p
87p 78p
130p
81p
109p
77p 74p
130p
115p
56p 51p 63p
28p 33p
12p
0p
20p
40p
60p
80p
100p
120p
140p
UK FRA GER ITA USA CAN JPN AUS ESP NED SWE IRE POL BRA RUS IND CHI
Small letter Standard letter
Figure 105: Published stamp prices for small (DL) and standard (C5) domestic letters: October 2012
113
£1.20
£2.08 £1.91 £1.73
£0.94 £1.32
£1.56
£4.24
£1.73 £1.73
£2.30
£1.30
£0.74 £0.80 £0.59 £0.53 £0.31
£0.00
£1.50
£3.00
£4.50
UK FRA GER ITA USA CAN JPN AUS ESP NED SWE IRE POL BRA RUS IND CHI
Source: Operator's websites, [accessed 10 October 2012] Note: 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-150g Values converted from the local currency unit to British Sterling (£1 = €1.154 / US$1.604 / CAN$1.587 / ¥127.979 / AUS$1.555 / SEK10.413 / PLN4.751 / BRL2.683 / RUB47.117 / INR74.841 / CNY10.362)
Figure 106: Published stamp prices for large letters: October 2012
114
27p 27p 27p 28p 28p 30p 32p 34p 36p 39p 41p
46p
60p
19p 19p 19p 20p 21p 21p 23p 24p 27p
30p 32p 36p
50p
0
10
20
30
40
50
60
2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012
First Class
Second Class
Source: Royal Mail. Figures are nominal.
Price (p)
Figure 107: Royal Mail first and second class stamp prices: 2000-2012
8 9
27
10 6
13
Postcomm 2009 December 2011 Omnibus Postal Tracker W1 2012
Correct price of 1st class stamp
Correct price of 2nd class stamp
115
2009 Prices: 39p and 30p
2011 Prices: 46p and 35p
2012 Prices: 60p and 50p
Figure 108: Awareness of price of first and second class postage stamps - trend analysis: 2009-2012
Source: Postcomm customer survey 2009 (n=1116) Ofcom postal omnibus 2011 (n=3621) Ofcom Residential consumer postal tracker Q3 2012 (n=1232)
Consumer interest and activity
116
28 24 31 33 34 28 33 28 26 30 31 27 25 24 25 26 25 26
37 33 33 31 34 36 21 15 20 25 23
14
15 15
14 16 15 13
11 14 15
14 15 15 17
12 13 15 16 15
15 17 16 16 21 19
16
10 13
16 18
11
36 36
35 37 37
38 36 33 33
37 36 35
28 33
35 32 35 33
39 37 40 43 36 34
33
34 34
39 37
41
21 25 20 14 14 21 20 25 26
19 18 23 30 31 26 26 23 26
9 13 11 10 9 11
30 41
33 20 22
35
0%
20%
40%
60%
80%
100%
2007
2008
2009
2010
2011
2012
2007
2008
2009
2010
2011
2012
2007
2008
2009
2010
2011
2012
2007
2008
2009
2010
2011
2012
2007
2008
2009
2010
2011
2012
Engaged
Interested
Passive
Inactive
Fixed-line Mobile phone Broadband Digital TV Bundled services
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011 Base: All adults aged 16+ who are the decision maker for fixed line** (2007, 1018) (2008, 941) (2009, 781) (2010, 627) (2011, 585) (2012, 610), mobile** (2007, 1211) (2008, 1270) (2009, 1231) (2010, 1200) (2011, 1564) (2012, 1653), broadband** (2007, 403) (2008, 460) (2009, 388) (2010, 226) (2011, 253) (2012, 328), digital TV** (2007, 800) (2008, 896) (2009, 837) (2010, 775) (2011, 945) (2012, 982), bundled services (2007, 384) (2008, 534) (2009, 631) (2010, 570) (2011, 795) (2012, 1079). **NB Base amended from 2010 to exclude those who receive this service along with another service from the same supplier without receiving a discount. Base for broadband from 2010 represents those with fixed broadband rather than fixed or mobile broadband as in previous years. Too few interviews were conducted with those with mobile broadband to report these separately. Trend data may be affected by these changes.
117
Figure 109: Standalone purchasers and bundlers, by participation segment
29 28 30 28 27 34
27 26 27 32 36 26
11 13 11 15 15 10
14 15 14 18
19
17
37 38 36 35 35 27 37 33 38
37 34 42
24 21 23 23 23 29 22 26 21
12 11 15
0%
20%
40%
60%
80%
100%
Whole market
Single Bundle Whole market
Single Bundle* Whole market
Single Bundle Whole market
Single Bundle
Engaged
Interested
Passive
Inactive
Fixed-line Mobile phone Broadband Digital TV
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (whole market, 1636) (single purchase, 610) (service in bundle, 1026), mobile (whole market, 1714) (single purchase, 1653) (service in bundle, 61), broadband (whole market, 1341) (single purchase, 328) (service in bundle, 1013), digital TV (whole market, 1483) (single purchase, 982) (service in bundle, 501). Too few interviews were conducted with those with mobile broadband to report these separately. *Caution: Low base.
118
Figure 110: Total market and purchasing behaviour, by participation segment
119
90 92 89 91 91 86 91 96 8997 98 95
1 22
11
21 35 2 6 5 3
614
121 3 2 2 1236 8 8
0%
20%
40%
60%
80%
100%
Wholemarket
Single Bundle Wholemarket
Single Bundle* Wholemarket
Single Bundle Wholemarket
Single Bundle
Switched on its own
Switched at sametime as 1 otherservice
Switched at sametime as 2+ otherservices
Not switched
Fixed line Mobile Broadband Digital TV
QL7/QM7/QI7/QT7 - Have you ever changed the company that provides your home [SERVICE]?/ QB23 – Did you switch any of these services at the same time? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (whole market, 1636) (single purchase, 610) (service in bundle, 1026), mobile (whole market, 1714) (single purchase, 1653) (service in bundle, 61), broadband (whole market, 1341) (single purchase, 328) (service in bundle, 1013), digital TV (whole market, 1483) (single purchase, 982) (service in bundle, 501). Too few interviews were conducted with those with mobile broadband to report these separately. *Caution: Low base
Figure 111: Switching multiple services in communications markets in the past 12 months, by total market and purchasing behaviour
120
10 13 12
4
12 16
12
18
7
24
10 11 12
6
13 9 9 10
4
12 8 9
7 3
10 10 9 9
3
14
0%
10%
20%
30%
40%
50%
Fixed line Mobile Fixed broadband TV Bundle - switched at least one service
2007 2008 2009 2010 2011 2012
Figure 112: Switching in communications markets in the past 12 months
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (2012, 1636) mobile (2012, 1714), broadband (2012, 1341) (2012, 1013), digital TV (2012, 1483) Note: trend not directly comparable due to change in methodology please treat as indicative only
121
72 75 70 73 73 73 71 71 7184 87
79
7 77 7 7 7 8 10 7
4 457 6
8 7 7 5 89
7
6 674
54
2 1411 9 9 14
411
3 2 5
444 4 49810
0%
20%
40%
60%
80%
100%
Wholemarket
Single Bundle Wholemarket
Single Bundle* Wholemarket
Single Bundle Wholemarket
Single Bundle
Switched supplier
Actively looking
Started looking, notswitched
Considered withoutlooking
None
Fixed line Mobile Broadband Digital TV
QL7/QM7/QI7/QT7 - Have you ever changed the company that provides your home [SERVICE]?/ QL9A/QM9A/QI9A/QT9A/QB9AA/ QB9A – Have you considered changing the company that provides your [SERVICE]? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (whole market, 1636) (single purchase, 610) (service in bundle, 1026), mobile (whole market, 1714) (single purchase, 1653) (service in bundle, 61), broadband (whole market, 1341) (single purchase, 328) (service in bundle, 1013), digital TV (whole market, 1483) (single purchase, 982) (service in bundle, 501). Too few interviews were conducted with those with mobile broadband to report these separately. *Caution: Low base.
Figure 113: Switching in communications markets in the past 12 months
122
10 11 11 7 7 11 9 9 14 12
6 4 3 11 8 9 11 9 5 4
9 9 3 4 4 2 2 4 3
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
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? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2007, 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the fixed-line decision maker (2008, 1424) (2009, 1350) (2010, 1419) (2011, 1741) (2012, 1636). *Base size for 16-24 year olds too small to analyse in each of 2008-2012.
Figure 114: Switched provider in past 12 months, by age and gender
123
10 10 8 12 10 10 9 9 9 10 8 10 8 11 9 9 7
11 10 9 10 3 4 3 6
2 3 2 0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Fixed line Mobile Fixed broadband Digital TV
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? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2007, 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the fixed-line decision maker (2008, 1424) (2009, 1350) (2010, 1419) (2011, 1741) (2012, 1636). Urban/ Rural classification added in 2011.
Figure 115: Switched provider in past 12 months, by socio-economic group and urbanity
124
18 19
34
5
16 12
18
7 16 16
31
5 10 11 12
6 15 15
29
3 9 9 10
4
17 15
37
2 8 9 7
3
13 12
38
4 10 9 9
3
0%
20%
40%
60%
80%
100%
Electricity Gas Car insurance
Bank account
Fixed line Mobile Broadband Digital TV
2008 2009 2010 2011 2012
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (2008, 1424) (2009, 1356) (2010, 1419) (2011, 1741) (2012, 1636), mobile (2008, 1312) (2009, 1302) (2010, 1315) (2011, 1662) (2012, 1714), broadband (2008, 954) (2009, 914) (2010, 988) (2011, 1362) (2012, 1341), digital TV (2008, 1173) (2009, 1156) (2010, 1181) (2011, 1588) (2012, 1483), electricity (2008, 1309) (2009, 1226) (2010, 1286) (2011, 1624) (2012, 1635), gas (2008, 1125) (2009, 1069) (2010, 1119) (2011, 1423) (2012, 1421), car insurance (2008, 1107) (2009, 1019) (2010, 1069) (2011, 1387) (2012, 1382), bank account (2008, 1418) (2009, 1350) (2010, 1369) (2011, 1746) (2012, 1769). Too few interviews were conducted with those with mobile broadband to report these separately.
Figure 116: Proportion of customers who have switched communications and utilities suppliers in the last 12 months
125
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker for each service who have considered switching but did not switch (Fixed line, 232) (Mobile, 225) (Broadband, 219) (Digital TV, 149).
16
15
35
22
21
5
20
25
33
18
27
34
16
17
2
16
35
24
3
22
0% 10% 20% 30% 40% 50%
Service availability
Terms & conditions
No cost benefit
Hassle
Satisfied with provider
Fixed
Mobile
Broadband
TV
(+4) (-17)
(-1) (-1)
(-6) (-1)
(+2) (-1)
(+6) (+3)
(-8) (+3)
(+2) (+7)
(+5) (+2)
(-5) (+3)
(-2) (+4)
Figure 117: Reasons for considering, but not switching provider
126
5
8
10
7
9
7
4
5
1
13
10
11
13
0 10 20 30 40 50
Pay TV
Fixed broadband
Mobile
Fixed line
Took up offer and extended contract Took up offer, no need to extend contract
Took up, unsure if extended contract Offered but did not take up deal
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed-line (2012, 1636), mobile (1035), fixed broadband (1341), Pay TV (924) QL2F – In the last 6 months, has [PROVIDER] offered you a new deal for your [SERVICE] with extra or improved services? Did you take up the offer? Did this require you to extend your contract with [PROVIDER]?
Figure 118: Offer and acceptance of deals by existing provider, across total markets
127
1
2
2
4
91
1
1
1
2
95
1
2
1
1
3
93
1
1
2
1
5
92
2
1
1
2
94
0% 20% 40% 60% 80% 100%
Don't know
Yes - supplier wouldn't match the deal
Yes - supplier didn't match the deal
Yes - supplier almost matched the deal
Yes - supplier matched the deal
Never negotiated
Fixed line
Mobile
Fixed broadband
Pay TV
Bundle
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2007, 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker for each service. Fixed-line (2012, 1636), mobile (2012, 1714), broadband (2012, 1341), digitall-TV (1483)
Figure 119: Have negotiated with current supplier in the last two years
58
61
60
49
57
46
48
61
61
47
58
53
55
25
28
27
34
29
38
37
28
28
38
36
32
33
10
1
5
5
8
9
9
5
5
6
3
7
6
5
8
7
11
6
7
6
3
3
8
2
5
4
2
2
2
0
1
3
3
1
2
2
2
0% 20% 40% 60% 80% 100%
Standalone
Bundle
Total market
Switched fixed bb + other …
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
Fixed line
Mobile
Fixed broadband
Digital TV
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker and have ever switched provider for fixed line (2012, 508), mobile (2012, 61), broadband (2012, 373), digital TV (2012, 105). Too few interviews were conducted with those with mobile bundlers to report these separately and insuffient sample for mobile and digital TV consumers who switched multiple services at the same time.
128
Figure 120: Consumer opinions about ease of switching supplier, by purchasing behaviour
51
70
75
82
61
68
66
64
70
63
32
25
20
12
27
27
23
27
21
26
6
2
3
2
3
4
3
4
2
1
6
4
4
7
2
1
1
4
2
1
1
2
1
1
2
5
1
1
9
5
0% 20% 40% 60% 80% 100%
2012
2012
2011
2010
2012
2011
2010
2012
2011
2010
Very easy Fairly easy Fairly difficult Very difficult Don't know
Elec
trici
ty
Gas
C
ar
insu
ranc
e
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2010, June to July 2011 Base: All adults aged 16+ who are the decision maker and have switched provider in the last 12 months for electricity (2012, 196), gas (2012, 166), car insurance (2012, 517), bank account (2012, 62). *Caution: Low base in 2012, and base too low for reporting in 2010 and 2011 .
129
Bank account*
Figure 121: Consumer opinions on ease of switching utilities supplier, among those who switched in the past 12 months
27
60
25
48
38
61
19
55
38
27
42
37
38
28
42
33
13
5
14
9
6
5
13
6
8
7
8
6
5
3
8
4
14
2
12
13
3
19
2
0% 20% 40% 60% 80% 100%
Never switched
Switched
Never switched
Switched
Never switched
Switched
Never switched
Switched
Very easy Fairly easy Fairly difficult Very difficult Don't know
Fixed line
Mobile
Fixed broadband
Digital TV
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker and have ever switched provider for fixed line (2012, 394), mobile (2012, 966), broadband (2012, 228), digital TV (2012, 874). All adults aged 16+ who are decision maker and have ever switched provider for fixed line (2012, 704), mobile (2012, 722), broadband (2012, 455), digital-TV (2012,105)
130
Figure 122: Ease of switching supplier – perceived vs. Actual, by total markets
45 51
49 55
48 51
50 50 49
46 49
47 47
53 46
52 57
55 60
58 48 48
50 54
47
45 39
38 35
40 39
40 38 38
41 36 39 37
35 40
37 35
36 32
36 39 40
38 35
41
4 6
5 3
5 4
6 5 5
5 6
7 6
5 7
5 4
4 4 3
7 6
5 4
5
3 3
5 4 5 4
3 4 4
5 6
5 4
5 5
4 2
2 2 2
3 4
4 3
4
3 2
4 3 2 2 1
3 3 3
4 2
5 2
4 2 1
2 1 1
3 2
3 3 3
0% 20% 40% 60% 80% 100%
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
20…
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Fixe
d-lin
e M
obile
Br
oadb
and
Dig
ital T
V
131
QL5/QM5/QI5/QT5 - How satisfied are you with the overall service provided by [SERVICE PROVIDER]? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker and express an opinion on fixed line (2008, 1411) (2009, 1354) (2010, 1404) (2011, 1732) (2012, 1622), mobile (2008, 1307) (2009, 1295) (2010, 1304) (2011, 1654) (2012, 1704), broadband (2008, 948) (2009, 911) (2010, 1014) (2011, 1357) (2012, 1333), digital TV (2008, 1168) (2009, 1145) (2010, 1525) (2011, 1578) (2012, 1481). *Don’t know responses have been excluded from the base. Base for broadband from 2010 represents those with fixed broadband rather than fixed or mobile broadband as in previous years. Too few interviews were conducted with those with mobile broadband to report these separately. Trend data may be affected by these changes.
Bund
le
Figure 123: Satisfaction with overall services from communications supplier, over time (TOTAL MARKET)
3739
3744
4256
48464748
4341
3336
3449
5050
5348
3740
3736
32
4844
444044
293235
3534
3639
4246
4538
3938
3741
4141
4243
50
78
8747
1075
69
711
85
76
65
58
101210
6
66
67
87
89
997
1011
69
43
44
511
88
78
22
3222
32
344444
73
1222
422
44
0% 20% 40% 60% 80% 100%
2012201120102009200820122011201020092008201220112010200920082012201120102009200820122011201020092008
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Fixe
d-lin
e M
obile
B
road
band
B
undl
e D
igita
l TV
QL5A/QM5A/QI5A/QT5A/QB5A - How satisfied are you with the overall value for money of your service from [SERVICE PROVIDER]? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker and express an opinion on fixed line** (2008, 928) (2009, 779) (2010, 617) (2011, 569) (2012, 596), mobile** (2008, 1265) (2009, 1224) (2010, 1189) (2011, 1544) (2012, 1626), broadband** (2008, 454) (2009, 384) (2010, 222) (2011, 248) (2012, 319), digital TV** (2008, 891) (2009, 826) (2010, 768) (2011, 923) (2012, 962), bundled services (2008, 534) (2009, 631) (2010, 566) (2011, 790) (2012, 654). *Don’t know responses have been excluded from the base. **NB Base amended from 2010 to exclude those who receive this service along with another service from the same supplier without receiving a discount. Base for broadband from 2010 represents those with fixed broadband rather than fixed or mobile broadband as in previous years. Too few interviews were conducted with those with mobile broadband to report these separately. Trend data may be affected by these changes. 132
Figure 124: Satisfaction with value for money, over time (STANDALONE PURCHASERS)
133
1914 12
1713
7 9 6 48 6
11 14 138 119 8
145 8 98 10 8
49 7
1511
0%
20%
40%
60%
80%
100%
Total 25-44 45-64 65+* Male Female
Fixed-line
Mobile
Broadband
Digital TV
Bundledservices
QL5A/QM5A/QI5A/QT5A/QB5A - How satisfied are you with the overall value for money of your service from [SERVICE PROVIDER]? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker and express an opinion on fixed line (2012, 596), mobile (2012, 1626), broadband (2012, 319), digital TV (2012, 962), bundled services (2012, 654). *Caution: Low base for broadband aged 65+. Don’t know responses have been excluded from the base. Base for broadband represents those with fixed broadband rather than fixed or mobile broadband as in previous years. Too few interviews were conducted with those with mobile broadband to report these separately.
+1 +7 +2 +1 +3 +6 +8 +4 0 +4 +2 +6 +2 +2 -2 na +1 +2 -1 -1 +6 +4 -2 -2 -2 -2 +5 -2 -1 +3
Figure 125: Dissatisfaction with value for money, by age and gender (TOTAL MARKET)
134
15 13 15 17 1419
7 7 7 6 7 7 511
16
712 13
9 11 9 9 6 9 88 812 10
39
5
15
0%
20%
40%
60%
80%
100%
Total AB C1 C2* DE* Urban Rural*
Fixed-line
Mobile
Broadband
Digital TV
Bundledservices
QL5A/QM5A/QI5A/QT5A/QB5A - How satisfied are you with the overall value for money of your service from [SERVICE PROVIDER]? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker and express an opinion on fixed line (2012, 596), mobile (2012, 1626), broadband (2012, 319), digital TV (2012, 962), bundled services (2012, 654). *Caution: Base too low for broadband C2 and DE. Low base for broadband and bundled services Rural. Don’t know responses have been excluded from the base. Base for broadband represents those with fixed broadband rather than fixed or mobile broadband as in previous years. Too few interviews were conducted with those with mobile broadband to report these separately.
+5 -1 -1 -1 +2 -13 +6 -3 +3 +3 na +9 -3 -3 +3 na +6 -2 +2 +2 -2 +4 -1 +1 +3 -3 +9 -7 -6 +2 -2 +5 -2 -1 +3
Figure 126: Dissatisfaction with value for money, by socio-economic group and urbanity
60
56
55
51
52
48
50
49
54
50
51
55
52
58
54
63
56
56
62
58
33
34
35
36
37
40
36
38
36
37
32
33
34
32
34
31
33
35
31
33
3
5
4
4
4
5
4
5
4
5
5
5
2
2
3
5
4
3
3
6
6
6
4
4
5
8
5
6
5
8
1
4
3
2
4
1
1
3
3
2
3
3
4
2
4
5
2
4
2
3
2
2
3
2
2
4
4
3
3
5
0% 20% 40% 60% 80% 100%
2012
2011
2010
2009
2008
2012
2011
2010
2009
2008
2012
2011
2010
2009
2008
2012
2011
2010
2009
2008
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Fixe
d-lin
e M
obile
Br
oadb
and
Dig
ital T
V
135
QL5B/QI5B/QT5B/QB5B - How satisfied are you with the reliability of your service from [SERVICE PROVIDER]?/ QM5B – How satisfied are you with the reception or ease of accessing the [SERVICE PROVIDER] network? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker and express an opinion on fixed line (2008, 1187) (2009, 1125) (2010, 1158) (2011, 1088) (2012, 1624), mobile (2008, 1274) (2009, 1291) (2010, 1314) (2011, 1222) (2012, 1703), broadband (2008, 805) (2009, 785) (2010, 845) (2011, 877) (2012, 1337), digital TV (2008, 993) (2009, 1021) (2010, 1010) (2011, 1035) (2012, 1468). *Don’t know responses have been excluded from the base. Base for broadband from 2010 represents those with fixed broadband rather than fixed or mobile broadband as in previous years. Too few interviews were conducted with those with mobile broadband to report these separately. Trend data may be affected by these changes.
Figure 127: Satisfaction with reliability of service, over time (TOTAL MARKET)
136
3 3 4 2 0 2 4 13 11
15 13 9
0
12 13 9 10 10
5 6 10 8 4 4 5 3 3 4 5
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+* Male Female*
Fixed line
Mobile
Broadband
Digital TV
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker and express an opinion on fixed line (whole market, 1624) *Caution: Base for 75+ for fixed-line in bundle too small to analyse. Don’t know responses have been excluded from the base.
Figure 128: Dissatisfaction with reliability of service, by age and gender
137
3 3 2 2 5 3 3
13 15 12 10 11 12 15 9 12
7 9 9 9 12 4 4 5 3 5 5 4
0%
20%
40%
60%
80%
100%
Total AB C1 C2* DE Urban Rural
Fixed line
Mobile
Broadband
Digital TV
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker and express an opinion on fixed line (whole market, 1624) *Caution: Low base for C2 for fixed-line single service. Don’t know responses have been excluded from the base.
Figure 129: Dissatisfaction with reliability of service, by socio-economic group and urbanity
138
41
38
27
39
33
35
38
48
42
46
7
9
6
6
3
10
8
13
11
12
7
7
6
3
6
0% 20% 40% 60% 80% 100%
Q3 2012
Q3 2011
Q3 2010
Q3 2009
Q3 2008
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the broadband decision maker who expressed an opinion** (2008, 460) (2009, 388) (2010, 218) (2011, 248) (2012, 324). Don’t know responses have been excluded from the base. **NB Base amended from 2010 to exclude those who receive this service along with another service from the same supplier without receiving a discount. Base for broadband from 2010 represents those with fixed broadband rather than fixed or mobile broadband as in previous years. Too few interviews were conducted with those with mobile broadband to report these separately. Trend data may be affected by these changes.
Figure 130: Satisfaction with speed of fixed broadband service, over time
139
36
39
33
35
43
41
40
35
13
8
13
17
6
7
8
7
2
5
6
6
0% 20% 40% 60% 80% 100%
Q1 2012
Q1 2011
Q1 2010
Q1 2009
Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied
Source: Ofcom communications tracking survey Base: All adults aged 16+ with a mobile broadband connection (Q1 2009, 592) (Q1 2010, 1353) (Q1 2011, 513)
Figure 131: Satisfaction with speed of mobile broadband service, over time
Figure 132: Overall satisfaction with postal service
140
Source: Ofcom post tracking survey. Base: All respondents Q3 2012 (1232) 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?
5 8 3 6 5 4 5 6 10 9
11 12 8 9 9 11
53 51 54 52 54 52 53 52
30 30 30 29 30 32 30 30
0%
20%
40%
60%
80%
100%
Total Male Female 16-34 35-54 55+ ABC1 C2DE
Very satisfied
Fairly satisfied
Neither
Fairly dissatisfied
Very dissatisfied
% o
f res
pond
ents
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 3% 6% 4% 3% 3%
Cost comparison websites 11% 7% 8% 5% 7%
Internet in general 55% 49% 66% 59% 71%
Family members 9% 9% 10% 11% 11%
Friends 8 8% 9% 10% 10%
Colleagues 1% 1% 2% 2% 2%
Supplier already using for this service 4% 6% 3% 4% 3%
Another supplier not already using 2% 1% 1% 2% 1%
Visit shop/ store selling the technology/ device 1% 22% 2% 5% 2%
Magazines/ newspapers 4% 3% 4% 4% 5%
TV/ radio programmes/ advertising 2% 2% 3% 3% 3%
Leaflets in store/ post 2% *% 1% 1% 1%
Government body/ regulator 1% *% *% *% *%
Other source of information *% *% 0% 0% 0%
Would not look for information/ advice 2% 1% 1% 3% 1%
Don’t know 15% 7% 7% 10% 6%
141
QL21/QM21/QI21/QT21/QB21 – If you were looking for advice or information on ……. where would you turn to for trusted information? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (2012, 1636), mobile (2012, 1714), broadband (2012, 1341), digital TV (2012, 1483), bundle (2012, 1079). Too few interviews were conducted with those with mobile broadband to report these separately
Figure 133: Actual sources of trusted information
142
22
23
23
25
15
44
45
48
45
43
18
13
16
12 6
7
13
8
12
1518 9
8
6
5
0% 20% 40% 60% 80% 100%
Bundled services
TV
Broadband
Mobile
Fixed-line
Very easy Fairly easy Fairly difficult Very difficult Don't know
QL22/QM22/QI22/QT22/QB22 – How easy or difficult do you think it is to make cost comparisons between [SERVICE] suppliers? Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (2012, 1636), mobile (2012, 1714), broadband (2012, 1341), digital TV (2012, 1483), bundle (2012, 1079). Too few interviews were conducted with those with mobile broadband to report these separately.
Figure 134: Consumers’ opinions on the ease of making cost comparisons
143
19
3036
2530
2418
915
2428
2420
1621
16
27 26 23 201915
21 23 22 2117
2621
3038
27 252731
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 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (2012, 1636), mobile (2012, 1714), broadband (2012, 1341), digital TV (2012, 1483), bundle (2012, 1079). Too few interviews were conducted with those with mobile broadband to report these separately. *Caution: Low base size for 75+ adults for mobile, broadband and TV. Base too low for reporting for 16-24 for fixed-line, broadband, TV or bundled services. Base too low for reporting for 75+ for bundled services.
Figure 135: Age and gender profile of those who find it difficult to make cost comparisons
144
27 29 27 20
27 27 27 18 22 18 15 17 19 18 21 24 21 17 21 21 23 19 22 19
14 19 19 19
26 34
21 21 26 26 30
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Fixed line
Mobile
Broadband
Multichannel TV Bundled services
Source: Ofcom decision making survey carried out by Saville Rossiter-Base in July to August 2008, 2009 and 2010, June to July 2011, July to August 2012 Base: All adults aged 16+ who are the decision maker for fixed line (2012, 1636), mobile (2012, 1714), broadband (2012, 1341), digital TV (2012, 1483), bundle (2012, 1079). Too few interviews were conducted with those with mobile broadband to report these separately.
Figure 136: Socio-economic profile and urbanity of those who find it difficult to make cost comparisons
Consumer protection
145
146
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
Broadcast General Postal Spectrum Telecoms
Figure 137: Number of complaints received by Ofcom: 2011-2012, by month
Source: Ofcom, CCT data General = ‘General Enquiries’, these could relate to broadcast, spectrum or telecoms issues
147 147
Base: All adults with fixed line at home (Sept 2012, 877) *Base size less than 100; treat as indicative only Source: Consumer Concerns Tracker, TNS omnibus
37%33%
51%55%
42%50%
43%
52%
44%
50%
59%
47%
0%
10%
20%
30%
40%
50%
60%
70%
All adultswith
landline
16-24* 25-34 35-44 45-54 55-64 65-74 75+ AB C1 C2 DE
Figure 138: Profile of adults with a fixed line personally experiencing silent calls in the past six months
148
15% 14% 8% 19% 14% 14%6% 5% 5%
0% 20% 40% 60% 80% 100%
Silent calls on fixed
1 2 3 4 5 6-10 11-20 21+ dont know
Base: All experiencing silent calls on fixed phone in last 6 months (424) Source: Consumer Concerns Tracker, Kantar Media omnibus, Sept 2012
Figure 139: Average number of silent calls received on fixed lines each month
149
3% 7%
10%
8%
70%
3% Most received in one day
Spread over 2-3 days
Spread over a week
Spread over couple of weeks
Spread over a month
Don’t know
Base: All experiencing 2+ silent calls on fixed line in last 6 months (365) Source: Consumer Concerns Tracker, Kantar Media omnibus, Sept 2012
Figure 140: Frequency of receiving multiple calls in a month, among those receiving more than one call a month
150 150
Base: All adults with a fixed line (Sept 2012, 877) *Base size less than 100; treat as indicative only Source: Consumer Concerns Tracker, TNS omnibus
56%
76% 77% 77% 80%75% 79%
67%71% 68%
72%
55%
0%10%20%30%40%50%60%70%80%90%
100%
All adultswith a
landline
16-24* 25-34 35-44 45-54 55-64 65-74 75+ AB C1 C2 DE
Figure 141: Profile of adults with fixed line who have received a live marketing call on their fixed line phone in the last 6 months
151 151
Base: All GB adults with mobile phone (Sept 2012, 909) *Base size less than 100; treat as indicative only Source: Consumer Concerns Tracker, TNS omnibus
46% 49%
60%
39% 41%
30%
56%
31%
43% 46%
12%
43%
0%10%20%30%40%50%60%70%80%
All adultswith amobilephone
16-24 25-34 35-44 45-54 55-64 65-74 75+* AB C1 C2 DE
Figure 142: Distribution of those who have received a marketing text message on their mobile phone in the last 6 months
152
63%
35%
0%
20%
40%
60%
80%
100%
In the last 6 months, have you received a call on
your landline with a 'recorded message'?
yes no dont know
7%
15%
78%
Listen to the full message before hanging up
Listen to some of the message before hanging up
Hang up immediately, as soon as I realise it is a recorded message
Reason for call % who listened to message
% all with landline
Telling you about a product/service (e.g. debt advice, PPI claim, a cruise)
75% 10%
Telling you a company has tried to call you, but when the call was put through there was no operator available to speak to you (i.e. an abandoned call)
34% 4%
Reminder about a hospital/NHS appointment
2% >1%
Other 1% >1%
None/don’t know 7% 1%
Base: all adults with a fixed line Sept 2012 (877)
Base: all who listened to some/full message (130)
Base: all adults who have received a recorded message on their fixed line (543)
Figure 143: Distribution of those who have received a recorded message on their fixed line phone in the last 6 months
8% 6%
4% 6%
0%
10%
20%
30%
2009 2010 2011 2012
Source: Ofcom consumer concerns tracking survey Base All GB adults 16+ (Q3 2009, 1101); (Q2 2010, 1084); (2011, 1063) (2012, 1033) Q13: Experience of general issue
Difficulty resolving an issue with one of your communications service providers/ supplier
Figure 144: Whether the respondent has experienced difficulty resolving an issue with the communications provider in the past six months
154
0
100
200
300
400
500
600
700
800
900
Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Fixed Mobile
Figure 145: Monthly complaints received by CCT regarding mis-selling
Source: Ofcom, CCT data
155
0
100
200
300
400
500
600
700
Mis-selling & Slamming Cash back
Figure 146: Monthly complaints about mobile mis-selling and cashbacks
Source: Ofcom, CCT data
156
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000
4,500
Radio Television
Figure 147: Numbers of broadcasting complaints received by Ofcom, 2011- 2012
Source: Ofcom, Standards data
157
Month of broadcast
Top programmes complained about (over 100 complaints in a month)
number of complaints in a month
Oct-11 X Factor 112
Oct-11 X Factor Result Show 111
Nov-11 The One Show 800
Dec-11 Black Mirror: The National Anthem 168
Dec-11 The Wright Stuff 2,358
Jan-12 True Stories: Gypsy Blood 505
Apr-12 Nizam e Mustafa 171
Apr-12 Keith Lemon's LemonAid 247
May-12 This Morning 134
Jun-12 Big Brother 1,138
Jun-12 Big Brother 129
Jul-12 Big Brother's Bit on the Side 162
Jul-12 Live: The Silent Ascent 362
Jul-12 Big Brother 302
Jul-12 Beas Protest 143
Aug-12 Big Brother 106
Aug-12 Citizen Khan 169
Aug-12 Islam: The Untold Story 286
Oct-12 Sky News 309
Oct-12 The X Factor Results Show 1,342
Figure 148: Top programmes complained about, September 2011 - October 2012
Source: Ofcom, Standards data
158
Television
The Wright Stuff 11%
Big Brother 10%
The X Factor Results Show 8%
The One Show 5%
The X Factor 4%
True Stories: Gypsy Blood 2%
Sky News 2%
Live: The Silent Ascent 2%
This Morning 2%
Other (less than 1%) 55%
Telecoms
Silent Calls 25%
Complaints Handling 13%
Mis-selling (Fixed Line) 5% Additional Charges - ETC Breakdown (Consumer) 3%
Migration 3%
Mis-selling (Mobile) 3%
Charged for cancelled service 2%
Mis-selling (Bundled Services) 2%
Others (1% or less)
44%
Figure 149: Most-mentioned complaints to Ofcom
Source: Ofcom, CCT and Standards data September 2011 to October 2012
159
0
100
200
300
400
500
600
700
800
Paper bill Not paying by DD Late payment Itemised bill ETC
Figure 150: Complaints about additional charges
Source: Ofcom, CCT data
160
0
50
100
150
200
250
300
350
Jan-09
Mar-09
May-09
Jul-09
Sep-09
Nov-09
Jan-10
Mar-10
May-10
Jul-10
Sep-10
Nov-10
Jan-11
Mar-11
May-11
Jul-11
Sep-11
Nov-11
Jan-12
Mar-12
May-12
Jul-12
Sep-12
Total CCT MAC Complaints
Total Mac
Figure 151: Monthly complaints specifically about MAC codes received by CCT
Source: Ofcom, CCT data
161
0
100
200
300
400
500
600
700
Jan-08
Mar-08
May-08
Jul-08
Sep-08
Nov-08
Jan-09
Mar-09
May-09
Jul-09
Sep-09
Nov-09
Jan-10
Mar-10
May-10
Jul-10
Sep-10
Nov-10
Jan-11
Mar-11
May-11
Jul-11
Sep-11
Nov-11
Jan-12
Mar-12
May-12
Jul-12
Sep-12
CCT TAG Complaints Jan 08 - Oct 12
TAG Source: Ofcom, CCT data
Figure 152: Monthly complaints about tag-on-line (TAG) received by CCT
35% 35%
30% 29%
3% 3% 4% 3% 3% 2% 1% 2% 2% 2% 1% 2% 1% 3%
0%
10%
20%
30%
40%
50%
2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2011 2012
Source: Ofcom consumer concerns tracking survey Base All adults with internet (2009, 702); (2010, 708); (2011, 759); (2012, 771) Note: Data for 2010 based on Q2, all other data based on Q3
Broadband speed
slower than expected
Being a victim of someone
using another persons ID
online
Incorrect charge on
internet bill
Children accessing
adult content
Unexpectedly high bill
Figure 153: Whether the respondent has experienced a issue in the internet market in the past six months
21%
16% 17% 15%
11% 10%
5% 6% 4% 3%
1% 1% 1% 1% 1% 1% 0%
10%
20%
30%
2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012
Source: Ofcom consumer concerns tracking survey Base All adults (2009, 1101); (2010, 1084); (2011, 1063); (2012,1016) Note: data for 2010 based on Q2, all other data based on Q3
Poor reception on TV Poor radio reception Offended by language on the radio
Problems with phone ins for TV programmes
Figure 154: Whether the respondent has experienced problems with TV or radio in the past six months
8% 6%
4% 6%
3% 2% 2%
5% 3% 3% 4% 4%
0%
10%
20%
30%
2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012
Source: Ofcom consumer concerns tracking survey Base All adults (2009, 1101); (2010, 1084); (2011, 1063) (2012, 1033) Note: Data for 2010 based on Q2, all other data based on Q3
Difficulty resolving an issue with one of your communications service providers/ supplier
Problems with security/ access to personal information
Being a victim of people making transactions using
someone else’s bank details
Figure 155: Whether the respondent has experienced general problems with the communications market in the past six months
165
6%
5%
5%
4%
10%
8%
10%
6%
0% 20%
Cause to complain
Made a complaint
Fixed
Mobile
Internet
*Post
Source: Ofcom communications tracking survey Base: All adults (Q2 2012, 2893) *Postal tracking survey Base : All adults (Q3 2012, 1232)
Figure 156: Percentage of consumers who have had cause to complain in the past 12 months
11
34
41
41
70
Mail has been tampered with
Lost mail
Damaged mail
Delayed mail
Mis-delivered mail
44%
54%
2%
Yes- experienced problems No - has not experienced problems Don't know
Type of problem % of respondents
Source: Ofcom residential consumer post al tracker Q3 2012 Base: All respondents (1232)
Figure 157: Problems with the Postal service in the last 12 months
167
44% 45% 47%
39%
48%
39%
6% 5% 9%
5% 8%
5%
-10%
0%
10%
20%
30%
40%
50%
60%
70%
Adults 16-34 35-54 55+ ABC1 C2DE
% Experiencing Problem % That made a complaint
This equates to 14% of those who have experienced a problem
Source: Ofcom residential consumer postal tracker Q3 2012, Base: All respondents = 1232
Figure 158: Percentage of people experiencing problems with post and then going on to complain by demographic group
Additional charts
168
169
100%
98%
100%
100%
98%
100%
98%
100%
100%
99.7
%
99.1
%
99%
100%
80
100
Fixed line Mobile 2G 3G mobile Digital TV Broadband*
2009 2010 2011 2012
Prop
ortio
n of
indi
vidu
als
Sources: Ofcom and operators *Proportion of premises able to receive Broadband DSL services based on data reported by BT.
Availability of communications services
170
Source: Ofcom and operators. Note: Data refer to availability in December of each year except cable. * Cable availability figure for 2011 only includes postcodes where Virgin Media offers triple play bundled services. Previous years did not use this definition of cable availability and comparisons with 2011 should be treated with caution.
99.9
8%
84%
49%
99.9
8%
85%
49%
99.9
8%
85%
48%
99.9
8%
92%
46%
0%
20%
40%
60%
80%
100%
All broadband (households) LLU (households) Cable (households)*
2008 2009 2010 2011
Availability of broadband internet
57 51
66 40
56 59
50 55
45 51
72 47
28 21
29 4
25
53 28
52 27
46 53
33 48
42 27
58 38
18 22
32 3
21
0 20 40 60 80
UK FRA GER
ITA USA CAN JPN AUS ESP NED SWE
IRL POL BRA RUS IND
CHN
Lines per 100 population
2006 2011
Source: IDATE / industry data / Ofcom
5 year change
-4 -23 -14 -13 -10
-5 -17
-6 -3
-24 -14
-9 -10
1 2
-1 -4
Fixed lines per 100 population, 2006 and 2011
172
87 87 79
88 88 84 83 87 86 79 79 81 85 80 80 84 85 82 80 80
0%
20%
40%
60%
80%
100%
England Scotland Wales N Ireland
2008
2009
2010
2011
2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q1 2008, 5812) (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) QC1. Is there a landline phone in your home that can be used to make and receive calls?
Profile of consumers who have taken up fixed line services, by nation
173
85 81 82 85 89 86 85 93 90 85 89 88 92 86 87 92 93 85 92 93
0%
20%
40%
60%
80%
100%
England Scotland Wales N Ireland
2008
2009
2010
2011
2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2/3 2005, 4426) (Annual 2006, 9134) (Q1 2008, 5812) (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) QD2. Do you personally use a mobile phone?
Those who personally use a mobile phone, by nation
9 9 10 8 4 6 5 8 9 9 10 10 6 6 6 4
57 57 58 65
53 48 52 56
46 48 54 53 56 56 61 62
4 6 8 5
3 6 4 4
3 7
6 6 2 8 8 3
0%
20%
40%
60%
80%
100%
2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012
Mobile broadband only
Fixed broadband only
Fixed and mobile broadband
Source: Ofcom communications tracking survey Base: All adults 16+ (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) QE9. Which of these methods does your household use to connect to the Internet at home?
England Scotland Wales Northern Ireland
174
Nation profile and type of broadband owners
175
29 18
25 21
40 32
39 34
0%
20%
40%
60%
England Scotland Wales N Ireland
2011
2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q1 2011, 3474) (Q1 2012, 3772) QD2. Do you personally use a mobile phone?
Those who personally use a smartphone, by nation
176
70 64 60 65
75 65 65
75 77 66 70 75 78
65 74 78 80
70 71 73
0%
20%
40%
60%
80%
100%
England Scotland Wales N Ireland
2008
2009
2010
2011
2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q1 2008, 5812) (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) QE1. Does your household have a PC, laptop, netbook or tablet computer?
Nation profile of those who own a PC, laptop netbook or tablet computer
177
40 42 44 52 57
45 45 46 54 59
36 39 43 50 55
41 42 44 53 58
36 43 48 44 50
59 57 55 48 43
54 54 54 45 41
64 60 57 50 44
59 57 56 46 42
62 56 52 55 49
2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012
Prepay Contract
Total Male Female Urban Rural
Source: Ofcom communications tracking survey Base: Adults 16+ who personally use a mobile phone (Q2 2008, 1699) (Q2 2009, 1835) (Q2 2010, 1892) (Q2 2011, 2543) (Q2 2012, 2582) QD11. Which of these best describes the mobile package you personally use most often?
Socio-economic and urban/ rural profile of pre-pay and contract users
178
71 74 77 80 81
0%
20%
40%
60%
80%
100%
Q1 2008 Q1 2009 Q1 2010 Q1 2011 Q1 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q1 2008, 5812) (Q1 2009, 6090) (Q1 2010, 9013) (Q1 2011, 3474) (Q1 2012, 3772) 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?
Use of the internet in any location
179
85 88 90 86
80
57
85 85 90 90 93 93
81
69
90 89 93 94 95 94
90
82
92 94 94 93 95 95 93 91 94 94 95 94 96 97 94 87
95 96
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QH1A. Which, if any, of these types of television does your household receive at the moment?
Age and gender profile of consumers receiving digital TV
180
85 89 87
84 81
85 81
90 91 91 92 86
89 92 93 94 96 95
87 93 92 94 95 93
96 93 94 95 95 97 95 96
92 95 96
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QH1A. Which, if any, of these types of television does your household receive at the moment?
Socio-economic and urbanity profile of consumers receiving digital TV
181
53 54 60
55
41
32
54 52
61 67 66
61
50
43
64 58
66 65 71
68
59
46
69 64 65 66 68 69
62
44
66 64 65 69
66 70
59
38
66 64
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QB1. Do you, or does anyone in your household, have digital radio stations in your home at the moment – whether through a DAB radio receiver, through a digital television or over the internet?
Age and gender profile of adults aware that they have access to digital radio
182
53
63 58
47 43
53 58
61
70 64 63
49
61 61 66
75 71
66
53
67
60 65
77
66 62
54
65 66 65
73 68
61 56
64 69
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893) QB1. Do you, or does anyone in your household, have digital radio stations in your home at the moment – whether through a DAB radio receiver, through a digital television or over the internet?
Socio-economic and urbanity profile of adults aware that they have access to digital radio
183
43 44 44 45 48
32 34 33 30 33
2 0 0 8 5 4 4 4 6 7 7 7 5 8 10 9 10 10
0%
20%
40%
60%
80%
100%
Q1 2008 Q1 2009 Q1 2010 Q1 2011 Q1 2012
Other
Broadband & Multichannel TV
Landline, Dial-up & Multi-channel TV
Landline & Multi-channel TV
Landline & Dial-up
Landline, Broadband and Multi-channel TV
Landline & Broadband
Source: Ofcom communication tracking survey Base: All adults 16+ who bundle at least two services (Q1 2008, 812) (Q1 2009, 2467) (Q1 2010, 4167) (Q1 2011, 1680) (Q1 2012, 2007) Note: 2005-2007 broadband and multichannel TV bundle included in ‘other’ category 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?
Trends in purchasing multiple communications services from a single supplier
184
9 5 4 9 6 3
12 7 4
12 7 4
11 7 4 0%
20%
40%
60%
80%
100%
Do not intend to take-up fixed line Voluntary non-ownership Involuntary non-ownership
2008
2009
2010
2011
2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2006, 2439) (Q2 2007, 2253) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Do not intend to take-up fixed line services in the next 12 months
185
4 7 4 3 1 1 4 3 3 4 4 2 2 1 3 3 4 6 5 4 2 2 5 3 4 6 6 3 2 1 4 5 4 5 5 3 1 1 3 4
0%
20%
40%
60%
80%
100%
Total 16-24 25-44 45-64 65-74 75+ Male Female
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom Communication Tracking Survey Base: All adults 16+ (Q4 2005, 2689) (Q2 2007, 1529) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Involuntary non-ownership of fixed line, by age and gender
186
4 0
3 4 10
4 1 3
0 2 3 6
3 3 4 1 2 4
10 4 5 4
0 3 5
9 4 4 4
0 2 2
10 4 3
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom Communication Tracking Survey Base: All adults 16+ (Q4 2005, 2689) (Q2 2007, 1529) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Involuntary non-ownership of fixed line, by socio-economic group and urban/ rural
187
22
11 10 20
9 10 15
6 8 17
6 10 14 4
9
0%
20%
40%
60%
80%
100%
Do not intend to take-up internet Voluntary non-ownership Involuntary non-ownership
2008
2009
2010
2011
2012
Source: Ofcom communication tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Do not intend to take-up internet services in the next 12 months
188
11 6
10 12 17
11 7 9
5 8 10
15 10
7 7 3 4
8 12
7 8 6 3 5 6
10 6 8
4 1
4 4 8
4 5
0%
20%
40%
60%
80%
100%
Total AB C1 C2 DE Urban Rural
Q2 2008
Q2 2009
Q2 2010
Q2 2011
Q2 2012
Source: Ofcom communications tracking survey Base: All adults 16+ (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) (Q2 2011, 2862) (Q2 2012, 2893)
Voluntary (only) non-ownership of internet, by socio-economic group and urban/ rural