2012 Consumer Experience Full chart deck Updated...2011 May 2011 Jun 2011 2011 Aug 2011 2011 Oct...

Consumer Experience of 2012 Full chart deck

Changing use of communications

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%

5% 4% 1% 1% 0%

-30% -30%

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

7% 7% 7% 7% 5% 4% 1% 1%

-22% -30%

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

31 29 32 40

22 26 29

24 29 29

20 25 27

21 16 17

21 12 15

23 17 16 13

12 13 15 11

17 8 10 7

4 4 8 8 10 9 11 10 9 11 11 11

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

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)

46 52 53

59 65 66 68 72 70

76 78 78 82

56 52 44 46 47

52 59 62

2000 2001 2002 2003 2004 2005 *2006 *2007 *2008 *2009 *2010 *2011 *2012

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

44 44 45

0% 20% 40% 60% 80% 100%

Total 16-24 25-44 45-64 65-74

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

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

10% use at least...

25% use at least...

50% use at least...

75% use at least...

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?

26% 31%

13% 9%

12% 17%

12% 16%

UK FRA GER ITA USA JPN AUS ESP

Ever Weekly

10 9 8 11

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

Source: Ofcom Infrastructure Report

Mobile Coverage

Geographic coverage Premises coverage

Geographic coverage

Premises coverage

no signal from any operator

signal from all

operators

signal from all

operators

signal from all

operators

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

5.2 7.2

5.1 7.4

5.3 7.0

5.6 7.3

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

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.

Total* Digital terrestrial Digital satellite Digital cable**

2008 2009 2010 2011 2012

Figure 13: Availability of digital television

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%

BBC national Commercial national

Aggregate of local multiplexes

2011 2012

Figure 14: Availability of DAB radio

Source: Ofcom, September 2012

No. services

BBC national

Commercial national

No. local multiplexes

0 - - -

11 - -

24-35 1

36-45 2

Figure 15: Number of services available on UK DAB, UK map

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

94 93 92 93 90

89 87 87 84 84 84

82 80 85

92 91 93 94 94 94

93 93 95

70 73 75 77

61 66 65 65

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

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

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

36 29 30 28 30 41 34 33

25 34 47 39 33 35

43 45 37 36

2 7 9 12 9 2 6 5 15

10 2 7 12 17

11 1 7 8

35 34 35 36 38

30 32 37 38

34 39 36 34

28 28 26 26

2 2 7 8

14 14 12

18 17 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

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

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

94 93 92 93 90 89 91 89 87 87 84 84 84

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

0 20 40 60 80

UK FRA GER

ITA USA CAN JPN AUS ESP NED SWE

IRL POL BRA RUS IND

Lines per 100 population

2006 2011

Source: IDATE / industry data / Ofcom

5 year change

-4 -23 -14 -13 -10

-5 -17

-24 -14

-9 -10

Figure 22: Take-up of fixed lines, by country

87 88 87

94 95 97

86 87 84

90 96 96

82 86 84

84 84 84

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

Total AB C1 C2 DE Urban Rural

Q2 2008

Q2 2009

Q2 2010

Q2 2011

Q2 2012

Figure 24: Socio-economic and urbanity profile of consumers who have taken up fixed-line services

Awareness of VoIP Stated current use of VoIP Have used VoIP in the past

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

79 80 78 79 79

8 7 6 5 5

12 13 15 15 15

2008 2009 2010 2011 2012

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

82 80 85

89 90 89 92 91 93 94 94 94

75 74 75 81 82 80

86 86 89 91 91 92

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

5 year change

Source: IDATE and Ofcom

164 122

131 122

153 121

125 135

103 158

140 104

107 53

95 108

116 112

105 99

78 135

104 81

0 50 100 150 200

CHN IND

RUS BRA POL IRL

SWE NED ESP AUS JPN CAN USA

ITA GER FRA

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

94 94 88

86 86 89

90 89 91

99 98 93

91 90 91

99 98 93

91 91 92

98 97 93

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

86 92 90

86 85 89

93 93 90

89 90 91 96 95

91 94 93 91

85 91 89

92 95 94 93

86 92 90

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

12 12 13

13 12 15

17 14 15

15 15 15

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

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

45 42 50

57 56 61

65 65 73 76 78 80

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

52 55 57 64

61 67 68 71

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

53 56 58

68 64 66

63 65 69 70

69 69 73

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?

Figure 35: Those unaware of broadband connection speed, by age and gender

55 55 55 56 59 57 55

64 63 63 64 70

66 62 63

67 64 64

67 68 71

74 73 71 66

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?

Figure 36: Those unaware of broadband connection speed, by socio-economic group and urbanity

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

68 62 64 71

59 69 66

16 25 26 23

57 57 60 66

56 61 58 64

6 7 8 6 10

11 10 7 5

6 8 10

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

Figure 37: Age and gender profile of those who have broadband access at home

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

67 67 68 68 74

49 54 53 59

6 7 8 6

6 5 4 5

8 7 8 5

8 6 6 6

7 10 10 7

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

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

Figure 38: Socio-economic, urbanity and presence of children in the household profiles of those who have broadband access at home

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

33 35 34

0 10 20 30 40 50

UK FRA GER

IRL POL BRA RUS IND

2006 2011

11 15 16

8 9 8 7

Figure 40: Take-up of fixed broadband, by country

80 79 81

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

70 72 74

74 74 77

77 80 80

79 83 81

Q1 2008

Q1 2009

Q1 2010

Q1 2011

Q1 2012

Figure 42: Use of the internet anywhere, by socio-economic group and urbanity

83 88 90 93 94

23 26 29 30 32 33

37 39 41 43 40

1 3 5 4 7

14 21 25

50 51 50

15 14 13 14 13 13 12 13 16 14 14 17

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%

93% 89% 87% 77%

77% 67%

62% 69%

40% 40% 43%

7% 11% 13% 23%

17% 23%

38% 31%

60% 60% 57%

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

Source:IDATE/ industry data/ Ofcom

32% 28%

13% 11% 25% 23%

2% 6% 7%

24% 28%

3% 2% 6% 7%

5% 6% 15% 15%

19% 21%

39% 40% 24% 27%

43% 44%

23% 24%

34% 35%

33% 35%

31% 31% 23% 23%

15% 15%

39% 38% 31% 30%

39% 43%

12% 11% 22% 21%

68% 69%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

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

Analogue terrestrial TV HH Analogue satellite

Analogue cable

Percentage TV households

Figure 45: Take-up of digital television – international comparisons, by platform, 2011

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

6 8 10

31 34 38

36 36 29 32

37 32 36

37 37 36

52 49 42

52 60 52

10 10 14

12 11 13

11 11 14

15 10 10 16

6 11 12

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

18 8 11

Analogue terrestial only

Cable only

Cable and Freeview

Freeview only

Satellite only

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

32 31 32 31 30 34 31 32 34 33 31 32 32 34

29 37 34 38

32 33 28 27 27 24

7 8 9 12 10 10

8 10 15

5 9 10

12 10 6 10

7 11 9

6 5 7 8

31 34 38

36 36 28 35

29 28 35 35 34

31 37 41 47 41

10 10 14

10 9 12

12 10 14

8 12 15

13 14 9 5 3 3

11 7 4 2 2 13 8

16 8 4 2 2

18 14 10 5 6

Cable only

Cable and Freeview

Freeview only

Satellite only

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

32 31 32 31 30 30 31 30 31 31 41

7 8 9 12 10 7 7 9

31 34 38

31 33 38

40 44 46

10 10 14

12 11 15

3 2 14

9 5 3 3 14 10 5 3 3

18 8 7 3 3

2008 2009 2010 2011 2012 2008 2009 2010 2011 2012 2008 2009 2010 2011 2012

Cable only

Cable and Freeview

Freeview only

Satellite only

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

55 54 55 57 62

56 54 58

61 56 57 59

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

54 55 54

47 53 51

55 58 57 58

58 63 64 62

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

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

Source: UKOM/Nielsen, home and work panel.

Unique audience (m)

Figure 51: Unique audiences for selected online film and TV sites (millions)

90 93 96 97 98

66 65 65

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

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

12 11 12 13

13 10 15 9

18 18 18 19 17 18 17

10 11 9 11 10 8 9 11

Not at all reliant

Not very reliant

Neither reliant nor not reliant

Fairly reliant

Very reliant

% of respondents

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

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

22 18 21

19 19 19

28 30 25

25 34 30

9 8 11

3 11 14 11 8

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

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

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

16 14 18

17 17 15

35 33 37

34 33 38

18 20 17 10

24 20 22

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

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

Decreased slightly Decreased Greatly

Increased greatly Increased slightly

Stayed the same

Use of mail

Source: Ofcom post tracking survey. Base: All respondents. Q3 2012 (1232).

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

Increased greatly Increased slightly Stayed the same Decreased slightly Decreased Greatly

Formal letters to organisations or individuals

Personal letters (e.g: to a friend or relative)

Invitations/greetings/postcards

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

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

44 40 41 38

35 32 38

40 39 43 27

32 32 33

39 23 40

27 26 28

25 26 24

Personal letters

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)

Figure 59: Type of post received

46 52 53

59 65 66 68 72 70

76 78 78 82

56 52 44 46 47

52 59 62

2000 2001 2002 2003 2004 2005 *2006 *2007 *2008 *2009 *2010 *2011 *2012

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 5056

44 44 45

4 6 4 4 1

46 48 4754

1912 13 15

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

Tablet

Figure 61: Age profile of laptop, PC and tablet users

10 106

Total AB C1 C2 DE Total AB C1 C2 DE Total AB C1 C2 DE

Q2 2010

Q2 2011

Q2 2012

Laptop Desktop PC Tablet

Figure 62: Socio-economic group profile of laptop, PC and tablet users

88 87 81

78 78 78

79 77 82

89 91 86

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

Total AB C1 C2 DE Urban Rural Children in home

No children in home

Q2 2008

Q2 2009

Q2 2010

Q2 2011

Q2 2012

Figure 64: Socio-economic, urbanity and children-in-home profile of those who own a PC, laptop, netbook or tablet computer

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

15 13 11

Fixed line Mobile (personally own)

Internet Broadband Digital TV

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

90 94 95 95 95 94 95 97 97 96

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

20 12 15 12

17 11 14

Do not intend to take-up fixed line Do not intend to take-up internet

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

11 12 9 4 3

9 9 7 1 2

8 6 6 1 1

5 7 4 2 1 4 9

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

10 8 5

10 10 10 6 4 6

8 9 10 5 4

9 11 9 2 4

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

10 3 5

10 10 8 2

8 10 10

10 8 9 3 5

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

15 9 11

6 9 7 13

7 8 7 10 7 7

Fixed line Mobile PC Television

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

7 6 4 6 10

8 6 10

4 6 10

10 10 7

6 8 7 4 4

Fixed line

Mobile

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

7 7 5 7 10

7 8 10 11 8 10

13 10 10

7 6 5 6

7 7 7 6 6 6 9 7 6

Fixed line

Mobile

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

78% 83%

87% 80%

68% 72%

81% 75%

79% 85%

90% 88%

80% 81%

80% 88% 87%

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 75: Fixed-line ownership - comparing people with single disability to non-disabled consumers, by age and socio-economic band

87% 87% 89% 89%

90% 84%

85% 88%

75% 82%

96% 89%

77% 80%

92% 89% 86%

Total 15-34 35-54 55-64 65+ ABC1 C2DE

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

92% 89%

87% 90%

48% 46%

70% 63%

Total 15-34 35-54 55-64 65+ ABC1 C2DE

Figure 77: Home internet use - comparing people with a single disability to non-disabled consumers, by age and socio-economic band

34% 27%

33% 35% 41%

26% 29%

41% 41% 44% 44%

49% 46%

32% 35%

53% 49%

Total 15-34 35-54 55-64 65+ ABC1 C2DE

Figure 78: Freeview ownership - comparing people with a single disability to non-disabled consumers, by age and socio-economic band

54% 58% 59%

55% 52%

59% 54%

41% 42% 46%

42% 42%

54% 52% 50%

35% 40%

Total 15-34 35-54 55-64 65+ ABC1 C2DE

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

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%

16% 17% 16%

2% 2% 2%

40% 45%

50% 53%

Q1 2008 Q1 2009 Q1 2010 Q1 2011 Q1 2012

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

51 50 53

54 53 57

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

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

44 45 52 24 24 26

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

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

48 43 44 49

47 49 50 52 44 44 45

33 35 37

33 34 34 31 40

16 4 3 4 7

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

Total 16-24 25-44 45-64 65+ Male Female AB C1 C2 DE Urban Rural

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

3 4 5 5

40 39 40 47 51

59 57 55 48 43

2008 2009 2010 2011 2012

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

40 42 44 52 57

41 47 43 58 64

52 57 57 65 69

34 30 39

16 15 22 20 25

6 5 7 5 14

59 57 55 48 43

59 53 57 41

36 47 41 43

66 69 60

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

40 42 44 52 57

48 52 54 65 69

50 48 51 58 64

30 43 42

25 23 27 33 39

59 57 55 48 43

50 47 46 35 31

50 52 49 41 36

70 55 57

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

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

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

27 32 32 18

11 7 10

66 52 49 48

Fixed line Mobile contract Fixed broadband Mobile broadband Pay TV Bundle total

Always (Every month)

Sometimes (Every few months)

Rarely (once or twice year)

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

26 24 21

8 9 14

1 3 1 6

2 4 3 1 9

1 7 10

1 1 1 2 1 3 1 2 2 3 1 1 2 3 1 4

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

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%

2006 2007 2008 2009 2010 2011

Television

Fixed internet

Mobile services Fixed voice

% of total spend

Figure 90: Average household spend on telecoms services

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 (%)

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

2006 2007 2008 2009 2010 2011

Mobile

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

428 593 246

Type of calls 97% UK geographic, and 3% UK mobiles

94% UK geographic, 3% UK mobiles and

3% international

7% international

8% international

Time of day

58% daytime, 25% evening

and 17% weekend

and 16% weekend

Source: Ofcom

Figure 93a: Fixed-line voice - prices for typical baskets of standalone voice services: 2008 to 2012

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

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

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

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

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

Figure 95: Best price available for broadband bundles from the UK’s largest ISPs

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

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

£23.60 £20.51 £18.09 £17.59 £15.96 £15.73

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

Source: Ofcom

Figure 98a: Composition of mobile phone baskets: 2011 and 2012

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

62.15 53.57

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

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

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

£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

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

10 10 10 10 10

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)

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

3.35 4.89 0.40

60.52 67.51

13.50 12.13

12.13 12.13 1

111.36 121.27

112.14

2010 2011 2012

TV hardware

TV licence

Pay TV

Mobile

Fixed voice

Fixed voice & broadband access Fixed voice, broadband & pay-TV access

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 (£)

68 85 11

100 12

146 17

7 268 31

207 24

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

187 22

168 19

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

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

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

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

39p 31p

43p 58p

48p 41p 30p

20p 7p

87p 78p

77p 74p

56p 51p 63p

28p 33p

Small letter Standard letter

Figure 105: Published stamp prices for small (DL) and standard (C5) domestic letters: October 2012

£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

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

27p 27p 27p 28p 28p 30p 32p 34p 36p 39p 41p

19p 19p 19p 20p 21p 21p 23p 24p 27p

30p 32p 36p

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

Postcomm 2009 December 2011 Omnibus Postal Tracker W1 2012

Correct price of 1st class stamp

Correct price of 2nd class stamp

2009 Prices: 39p and 30p

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

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 16 15 13

11 14 15

14 15 15 17

12 13 15 16 15

15 17 16 16 21 19

35 37 37

38 36 33 33

37 36 35

35 32 35 33

39 37 40 43 36 34

21 25 20 14 14 21 20 25 26

19 18 23 30 31 26 26 23 26

9 13 11 10 9 11

33 20 22

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.

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

37 38 36 35 35 27 37 33 38

37 34 42

24 21 23 23 23 29 22 26 21

12 11 15

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.

Figure 110: Total market and purchasing behaviour, by participation segment

90 92 89 91 91 86 91 96 8997 98 95

21 35 2 6 5 3

121 3 2 2 1236 8 8

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

10 13 12

10 11 12

13 9 9 10

12 8 9

10 10 9 9

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

72 75 70 73 73 73 71 71 7184 87

7 77 7 7 7 8 10 7

4 457 6

8 7 7 5 89

2 1411 9 9 14

444 4 49810

Wholemarket

Single Bundle* Wholemarket

Single Bundle

Switched supplier

Actively looking

Started looking, notswitched

Considered withoutlooking

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

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

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

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%

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

7 16 16

5 10 11 12

6 15 15

3 9 9 10

2 8 9 7

4 10 9 9

Electricity Gas Car insurance

Bank account

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

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).

0% 10% 20% 30% 40% 50%

Service availability

Terms & conditions

No cost benefit

Hassle

Satisfied with provider

Mobile

Broadband

(+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

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

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

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.

Figure 120: Consumer opinions about ease of switching supplier, by purchasing behaviour

0% 20% 40% 60% 80% 100%

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 .

Bank account*

Figure 121: Consumer opinions on ease of switching utilities supplier, among those who switched in the past 12 months

0% 20% 40% 60% 80% 100%

Never switched

Switched

Never switched

Switched

Never switched

Switched

Never switched

Switched

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)

Figure 122: Ease of switching supplier – perceived vs. Actual, by total markets

50 50 49

58 48 48

40 38 38

41 36 39 37

36 39 40

5 4 5 4

4 3 2 2 1

0% 20% 40% 60% 80% 100%

Very satisfied Fairly satisfied Neither satisfied nor dissatisfied Fairly dissatisfied Very dissatisfied

ital T

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.

Figure 123: Satisfaction with overall services from communications supplier, over time (TOTAL MARKET)

48464748

444044

293235

101210

344444

0% 20% 40% 60% 80% 100%

2012201120102009200820122011201020092008201220112010200920082012201120102009200820122011201020092008

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)

1914 12

7 9 6 48 6

11 14 138 119 8

145 8 98 10 8

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)

15 13 15 17 1419

7 7 7 6 7 7 511

712 13

9 11 9 9 6 9 88 812 10

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

0% 20% 40% 60% 80% 100%

ital T

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)

3 3 4 2 0 2 4 13 11

15 13 9

12 13 9 10 10

5 6 10 8 4 4 5 3 3 4 5

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

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

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

0% 20% 40% 60% 80% 100%

Q3 2012

Q3 2011

Q3 2010

Q3 2009

Q3 2008

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

0% 20% 40% 60% 80% 100%

Q1 2012

Q1 2011

Q1 2010

Q1 2009

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

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

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

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%

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

1518 9

0% 20% 40% 60% 80% 100%

Bundled services

Broadband

Mobile

Fixed-line

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

27 26 23 201915

21 23 22 2117

27 252731

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

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

21 21 26 26 30

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

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%

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

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

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

76% 77% 77% 80%75% 79%

67%71% 68%

0%10%20%30%40%50%60%70%80%90%

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%

39% 41%

43% 46%

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

In the last 6 months, have you received a call on

your landline with a 'recorded message'?

yes no dont know

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

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

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

Mis-selling & Slamming Cash back

Figure 146: Monthly complaints about mobile mis-selling and cashbacks

Radio Television

Figure 147: Numbers of broadcasting complaints received by Ofcom, 2011- 2012

Source: Ofcom, Standards data

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

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)

Figure 149: Most-mentioned complaints to Ofcom

Source: Ofcom, CCT and Standards data September 2011 to October 2012

Paper bill Not paying by DD Late payment Itemised bill ETC

Figure 150: Complaints about additional charges

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

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%

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

16% 17% 15%

11% 10%

5% 6% 4% 3%

1% 1% 1% 1% 1% 1% 0%

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

3% 2% 2%

5% 3% 3% 4% 4%

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

0% 20%

Cause to complain

Made a complaint

Mobile

Internet

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

Mail has been tampered with

Lost mail

Damaged mail

Delayed mail

Mis-delivered mail

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

44% 45% 47%

6% 5% 9%

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

Fixed line Mobile 2G 3G mobile Digital TV Broadband*

2009 2010 2011 2012

Sources: Ofcom and operators *Proportion of premises able to receive Broadband DSL services based on data reported by BT.

Availability of communications services

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.

All broadband (households) LLU (households) Cable (households)*

2008 2009 2010 2011

Availability of broadband internet

0 20 40 60 80

UK FRA GER

IRL POL BRA RUS IND

2006 2011

Source: IDATE / industry data / Ofcom

5 year change

-4 -23 -14 -13 -10

-5 -17

-24 -14

-9 -10

Fixed lines per 100 population, 2006 and 2011

87 87 79

88 88 84 83 87 86 79 79 81 85 80 80 84 85 82 80 80

England Scotland Wales N Ireland

Profile of consumers who have taken up fixed line services, by nation

85 81 82 85 89 86 85 93 90 85 89 88 92 86 87 92 93 85 92 93

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

6 6 2 8 8 3

2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012 2009 2010 2011 2012

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

Nation profile and type of broadband owners

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

70 64 60 65

75 65 65

75 77 66 70 75 78

65 74 78 80

70 71 73

Nation profile of those who own a PC, laptop netbook or tablet computer

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

71 74 77 80 81

Q1 2008 Q1 2009 Q1 2010 Q1 2011 Q1 2012

Use of the internet in any location

85 88 90 86

85 85 90 90 93 93

90 89 93 94 95 94

92 94 94 93 95 95 93 91 94 94 95 94 96 97 94 87

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

85 89 87

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

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

53 54 60

61 67 66

66 65 71

69 64 65 66 68 69

66 64 65 69

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

70 64 63

61 61 66

65 66 65

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

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

Q1 2008 Q1 2009 Q1 2010 Q1 2011 Q1 2012

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

9 5 4 9 6 3

12 7 4

11 7 4 0%

Do not intend to take-up fixed line Voluntary non-ownership Involuntary non-ownership

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

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

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

3 4 10

0 2 3 6

3 3 4 1 2 4

10 4 5 4

9 4 4 4

10 4 3

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

11 10 20

9 10 15

6 8 17

6 10 14 4

Do not intend to take-up internet Voluntary non-ownership Involuntary non-ownership

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

10 12 17

11 7 9

5 8 10

7 7 3 4

7 8 6 3 5 6

10 6 8

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

2012 Consumer Experience Full chart deck Updated...2011 May 2011 Jun 2011 2011 Aug 2011 2011 Oct...

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