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

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

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

Smartphone rapidly rising to dominate

Length of time with service provider

Attitudes towards main communications service

Reasons for “bill shock”

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

Satisfaction with response of service provider to last complaint

Where would you take a complaint?

96% did not take latest complaint to the TIO

Reasons for not taking complaint to TIO

Satisfaction with internet on smartphone

Attitudes toward own smartphone use

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

Fixed line phone that does not require mains power

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