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

3. 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

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

5. Smartphone rapidly rising to dominate

6. Length of time with service provider

7. Attitudes towards main communications service

8. Reasons for “bill shock”

9. 76% made a complaint to provider when they last had a problem

10. Satisfaction with response of service provider to last complaint

11. Where would you take a complaint?

12. 96% did not take latest complaint to the TIO

13. Reasons for not taking complaint to TIO

14. Satisfaction with internet on smartphone

15. Attitudes toward own smartphone use

16. 77% of non-smartphone users think others spend too much time on them

17. Fixed line phone that does not require mains power

18. 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?