0. Ofcom research into NGTR
Chris Taylor
Director of Consumer Policy
Landline:
Mobile:
Riverside House
2A Southwark Bridge Road
London
SE1 9HA

1. 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

2. 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

3. 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

4. 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 voic ?   
 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 is good, but can my TextNumber receive text (SMS) messages?

5. 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

6. 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

7. 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
Speech-to-text reporter
Textphone
Skype
Suppliers
Other business contacts
Colleagues
Business communications
Textphone
Partner/friend calling on behalf
Businesses that it would be slower/more difficult to contact by e.g. taxi firm, hotel, garage, vet, takeaway, hairdresser
Personal services
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

8. 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’

9. Chris Taylor
Director of Consumer Policy