Ofcom research into NGTR Chris Taylor Director of Consumer Policy   Landline: 020 7981 3594 Mobile: 07595 087 756 e-mail: chris.taylor@ofcom.org.uk Riverside House 2A Southwark Bridge Road London SE1 9HA www.ofcom.org.uk

About the research Two stages Quantitative and qualitative Stage1 took place before the app was launched Stage 2 took place 4-6 months after the app was launched Quantitative and qualitative Quantitative research gives us data } together they tell Qualitative research gives us insights } us a great deal Quantitative research included a diary exercise Qualitative research included interviews, with communication support provided

Recruitment strategy Stage 1 Contacting people who took part in our 2010 research Contacting organisations working with deaf, hearing-impaired and speech-impaired people Using social media and blogs Recruiting from support groups for deaf and/or speech-impaired people and organisations that use text relay to communicate with members Stage 2 Contacting people who took part in Stage 1

Who took part? Quantitative: A total of 201 people All used text relay at least once a month Two had started to use text relay since the app was launched Qualitative: Six men and six women Three were aged 20-34; seven were aged 35-49; two were over 50 Six used BSL; six did not Three had started to use text relay since the app was launched  

Anxiety about the enhanced features of NGT Incoming calls What if I don’t feel my phone vibrating or see the display? What if it’s not convenient to answer? What if I miss a call and the caller leaves a voicemail?     The app disconnecting Can I receive a call if the app is disconnected? Legacy equipment What if councils stop supplying textphones/manufacturers stop making them? Cost I can now use my smartphone minutes, but what about data charges? TextNumbers Losing 18002 is good, but can my TextNumber receive text (SMS) messages?

Trade-offs with mainstream devices Smartphones were more convenient when out and about but Larger screens and keyboards were easier to use (keyboard less fiddly, more of the conversation visible) Tablets are easier to type on than smartphones, but also portable

Some users needed technical support Some people found the set-up instructions complicated Linking the number with the app caused confusion for some Many had never downloaded an app before and needed technical support The NGT helpdesk was reported to be helpful Some users wanted BSL videos on the NGT website - BT has now engaged an agency to advise on scripts for these

How were they using NGT? Other comms used for audience Section name How were they using NGT? Other comms used for audience Utility companies and banks Local council Central government (e.g. DWP) Service providers and local councils Web chat Video relay Online account Email Speech-to-text reporter Textphone Skype Suppliers Other business contacts Colleagues Business communications Email Textphone Partner/friend calling on behalf Businesses that it would be slower/more difficult to contact by email e.g. taxi firm, hotel, garage, vet, takeaway, hairdresser Personal services Email Skype WhatsApp Facebook SMS Only contacted occasionally using NGT, e.g. if out and about, NGT might be a quicker way to arrange a place to meet a friend Friends and family

User satisfaction remains high In line with Stage 1, 71% of those we surveyed at Stage 2 were satisfied with the service, and 89% of the customer calls recorded in the diary were satisfactory The only area where satisfaction expressed by users was significantly lower was with speed of answering, i.e. how quickly the relay assistant was joined to the call. BT’s annual NGT report shows that speed of answering remains very good, and many calls are answered within three seconds. Call progress announcements: ‘Connecting you to a relay assistant’ ‘Waiting for a relay assistant’

Chris Taylor Director of Consumer Policy chris.taylor@ofcom.org.uk