ICT in the UAEHousehold Survey, 2014
Table of ContentsTable of Contents
Page
Background……………………………………………………………………………….…….
3
Methodology...……………………………………………………………………………….....
5
Introduction and Main Results……………………………………………………………..…
6
Fixed Line Telephony………………………………….………………………………….…...
12
Mobile Telephony…………………………………………………………….…………….…..
16
International Calling…………………………………………………………………………….
25
Internet Services……………………………………………………………………………….
32
Mobile Internet ……………….……………………………………………………………..…
44
Social Networking……………………………………………………………………………..
49
Consumer Satisfaction ………..………………………………………………………………
53
Annex…………………………………………………………………………………………….
64
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ICT in the UAE – Household Survey 2014
3
BackgroundBackground
During year 2014, the TRA undertook a nation-wide survey focused on assessing theusage of ICT services by households and individuals in the UAE. The survey coveredall residential services including fixed telephony, mobile telephony, and Internet.
The survey examined, among other factors:
•The extent to which households/individuals in the UAE have access to various ICTservices
•ICT services usage habits and behaviours amongst households/ individuals in the UAE
•Satisfaction levels of users with their ICT services
•The use of social networking among individuals in the UAE
This report portrays the results of the 2014 survey.
The TRA also completed a similar ICT survey among households in 2010 & 2012. Theresults of these surveys can be viewed at: http://www.tra.gov.ae/ict_in_uae.php
ICT in the UAE – Household Survey 2014
4
Research ObjectivesResearch Objectives
Understanding usage
Expenditureon Services
Satisfactionwith price
Satisfactionwith Quality ofService
Reasons forusage andnon-usage
Mobile
FixedLine
Internet
ICT in the UAE – Household Survey 2014
MethodologyMethodology
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ICT in the UAE – Household Survey 2014
Data was gathered from a robust sample size of 2,622 households throughout theUAE by means of face-to-face interviews. Individuals aged 15 to 74 years of agewere randomly selected using stratified random sampling to mirror the nationaldistributions by Emirate, Gender, Nationality, and Social Class.
The survey contained sections on: fixed-line telephony, mobile telephony, internetusage and social networking.
The fixed line section was based on household usage of fixed line telephony asopposed to usage by individuals of the service. The surveyors therefore targeted thechief wage earner of the household regarding the subscription decisions andexpenditure.
The mobile, Internet and social networking sections targeted a randomly selectedperson from each household.
The survey yields a confidence level of 95% with a margin of error of less than 3%.
Introduction and Main Results - SubscriptionsIntroduction and Main Results - Subscriptions
6
ICT in the UAE – Household Survey 2014
Individuals with Mobile Phone
Household with Fixed Telephone Line
Household with Internet Connection
Broadband Speed in Household
Introduction and Main Results - UsageIntroduction and Main Results - Usage
7
ICT in the UAE – Household Survey 2014
Individuals Use of the Internet in thepast 3 months
Average Number of Calls per Week fromFixed Line Phone
Average Number of Calls per Week fromMobile Phone
Frequency of Individuals Use of the Internet byLocation
Introduction and Main Results - SpendingIntroduction and Main Results - Spending
8
ICT in the UAE – Household Survey 2014
Average Monthly spending of Household onFixed Telephony
Average Monthly spending of Individuals on Mobile Telephony
Introduction and Main Results – Satisfaction (1)Introduction and Main Results – Satisfaction (1)
9
ICT in the UAE – Household Survey 2014
Consumers Satisfaction on Elements of Fixed Telephony Services
Consumers Satisfaction on Elements of Mobile Telephony Services in the UAE
Introduction and Main Results – Satisfaction (2)Introduction and Main Results – Satisfaction (2)
10
ICT in the UAE – Household Survey 2014
Consumers Satisfaction on Elements of Internet Services
Introduction and Main ResultsIntroduction and Main Results
11
ICT in the UAE – Household Survey 2014
Indicator
TotalPopulation
Proportion of individuals with a mobile phone
99.7%
Proportion of households with a fixed line phone
59%
Proportion of households with a computer
87.9%
Proportion of households with a Smart TV
32%
Proportion of households with a radio
30%
Proportion of households with an internet connection
90.1%
Proportion of Individuals aged between 15 and 74 who have used the Internet inthe past 3 months
90.4%
Key Results
Fixed Line TelephonyFixed Line Telephony
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ICT in the UAE – Household Survey 2014
Fixed Line Telephony – Subscription (1)Fixed Line Telephony – Subscription (1)
13
ICT in the UAE – Household Survey 2014
Household with Fixed Telephone Line by Provider
•59% of the households in the UAE have fixed line telephone connections, with a market split of94% to Etisalat versus 4% to du
Household with Fixed Telephone Line
Fixed Line Telephony – Subscription (2)Fixed Line Telephony – Subscription (2)
14
ICT in the UAE – Household Survey 2014
Reasons for not having a Fixed Line Phone at Home
Likelihood to subscribe to a FixedLine Service within next 3 months
•41% of the households interviewed did not have a fixed line phone.
•35% don’t have a fixed line phone because they don’t need one, while 60% use their mobilephones instead.
•Of those households which do not have fixed line phone, only 6% intend to subscribe to theservice within the next 3 months.
Fixed Line Telephony – SpendingFixed Line Telephony – Spending
15
ICT in the UAE – Household Survey 2014
Monthly Household Spending on Fixed Telephony
•68% of households in the UAE that have fixed line phones, spend more than AED70 permonth on their fixed line telephony services.
Mobile TelephonyMobile Telephony
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ICT in the UAE – Household Survey 2014
Mobile Telephony – Subscription (1)Mobile Telephony – Subscription (1)
17
ICT in the UAE – Household Survey 2014
Number of Mobile SIMs or lines,Individuals use on Regular Basis
Reasons for having more than one SIM
•More than 99.7% of individuals age 15-74 have mobile phones.
•35% of mobile phone users have more than one mobile SIM card used on regular basis
•The most common reason for having multiple SIMs is to maintain separate connections forbusiness and personal use (51%).
Mobile Telephony – Subscription (2)Mobile Telephony – Subscription (2)
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ICT in the UAE – Household Survey 2014
Reasons for having a Pre-paid Connection
•71% of the mobile SIMs that were most commonly used by individuals were prepaid.
•Multiple reasons were cited by users for choosing the prepaid service over post-paid, the mostprominent being:
Do not want to pay for a monthly subscription.
Subscription Type of Principal Mobile Phone
Mobile Telephony – Subscription (3)Mobile Telephony – Subscription (3)
19
ICT in the UAE – Household Survey 2014
Reasons for having a Post-paid Connection
•The convenience of a post-paid line and the wider selection of service and products it offersare the main reasons of having a post-paid subscription.
Mobile Telephony – Usage (1)Mobile Telephony – Usage (1)
20
ICT in the UAE – Household Survey 2014
Activities Undertaken by Mobile Users by Frequency of Use
•Social networking is the most commonly used value added mobile service.
Mobile Telephony – Usage (2)Mobile Telephony – Usage (2)
21
ICT in the UAE – Household Survey 2014
Type of Mobile phone
Distribution of the SMS by Destination
•One fifth of the SMSs are sent to international numbers.
Phone Type
Mobile Telephony – Usage (3)Mobile Telephony – Usage (3)
22
ICT in the UAE – Household Survey 2014
Frequency of Users Changing their Mobile Calling Patterns totake Advantage of Promotions offered by Mobile Operators
•More than 44% of mobile users occasionally respond positively to promotions offered by theoperators, by adjusting their mobile calling patterns.
Mobile Telephony – Usage (4)Mobile Telephony – Usage (4)
23
ICT in the UAE – Household Survey 2014
Have you ever switched form one mobile operator
in the UAE to the other operator
•More than 5% of mobile users have switched to the other UAE operator using Mobile NumberPortability service.
•The lower prices the other operator had is the main reason of switching.
Reasons for switching form one mobile operator
in the UAE to the other operator
Mobile Telephony – SpendingMobile Telephony – Spending
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ICT in the UAE – Household Survey 2014
•32% of mobile users in the UAE spend more than AED 195 per month, while 90% spendmore than AED 55 per month.
Average Spending on Mobile Telephony per Month
Spending per Month
International CallingInternational Calling
25
ICT in the UAE – Household Survey 2014
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ICT in the UAE – Household Survey 2014
Top Destinations called from Fixed Phones
Counties called most often from FixedCounties called most often from Fixed
Asian countries like India & Pakistan feature as the most often called countries for Asians while for Emirati’sAmerica and Britain (as seen for Westerners too) emerge as the top countries called to. Expat Arabs makemost International calls to Egypt, Syria, Jordon and Sudan.
Nationality
Emirati
Expat Arabs
Expat Asian
Westerners
%
%
%
%
India
8
-
79
-
Pakistan
1
-
13
-
Bangladesh
-
-
3
-
Sri Lanka
-
-
2
-
Philippines
1
-
2
-
Jordan
6
13
-
-
Egypt
8
28
-
-
Lebanon
7
11
-
-
Syria
1
25
-
-
Sudan
1
18
-
-
Indonesia
-
-
-
-
America
16
-
-
35
Britain
14
-
-
31
Canada
4
-
-
15
France
2
-
-
4
KSA
23
-
-
-
Oman
10
-
-
-
Bahrain
10
-
-
-
Countries called most often from Mobile phoneCountries called most often from Mobile phone
For Emirati’s and Westerners America and Britain feature as the most often called countries
while for Asians India and Pakistan emerge as the obvious choices. Expat Arabs make calls to
Egypt & Syria the most.
Nationality
Emirati
ExpatArabs
ExpatAsian
Westerners
%
%
%
%
India
4
-
72
3
Pakistan
1
-
14
-
Philippines
1
-
6
-
Bangladesh
-
-
5
-
Sri Lanka
-
-
2
-
Egypt
23
44
-
Lebanon
6
6
-
-
Syria
2
24
-
-
Sudan
-
8
-
-
Jordan
4
12
-
-
Indonesia
2
-
-
-
America
16
-
-
27
Britain
13
-
-
32
Canada
3
-
-
13
France
4
-
-
3
KSA
12
-
-
-
Bahrain
6
-
-
-
Oman
5
-
-
-
ICT in the UAE – Household Survey 2014
International Calling – UsageInternational Calling – Usage
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ICT in the UAE – Household Survey 2014
Methods of Making International Calls fromFixed Phone
•The vast majority of respondents make international calls from the main fixed serviceprovider line, while 13% of respondents reported using another fixed service provider line tomake international calls.
Percentage of International Calls Made Using theother Fixed Service Provider
* Main service provider is the provider from whom user receives a bill for monthly phone rental. You may also receive a bill for the number of international calls made from this serviceprovider. Another service provider is the provider from whom user receive a bill only for the number of international calls made.
International Calling – VoIP (1)International Calling – VoIP (1)
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ICT in the UAE – Household Survey 2014
Individuals Use of Internet throughCOMPUTER to make International Calls
•47% of Internet users make international calls over Internet from their PCs.
•Similarly, 73% of mobile subscribers use Internet through their mobiles to makeinternational calls
Individuals Use of Internet through MOBILE tomake International Calls
International Calling – VoIP (2)International Calling – VoIP (2)
30
ICT in the UAE – Household Survey 2014
Percentage of International Calls via Internet on COMPUTER
International Calling – VoIP (3)International Calling – VoIP (3)
31
ICT in the UAE – Household Survey 2014
Reasons for Using Internet on COMPUTER and MOBILE to make International Calls
•Cheaper price and convenience trigger VoIP usage through PC and Mobile.
Internet ServicesInternet Services
32
ICT in the UAE – Household Survey 2014
Internet Services – Subscription (1)Internet Services – Subscription (1)
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ICT in the UAE – Household Survey 2014
Type of Internet Connection at Home
•90.1% of Households have an Internet connection in their home.
•The vast majority (85%) of Internet subscriptions at home are broadband connections.
Type of Connection
Household with Internet Connection
Internet Services – Subscription (2)Internet Services – Subscription (2)
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ICT in the UAE – Household Survey 2014
•57% of broadband connections utilised in the UAE are in the 4 to 16 Mbps speed range.
Speed of the Internet at Home
Internet Speed
Internet Services – Subscription (3)Internet Services – Subscription (3)
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ICT in the UAE – Household Survey 2014
Individuals Signed up a Contract with a Specific Contract Period
•Only 32% of Internet subscribers have signed up a contract of limited period.
Internet Services – Subscription (4)Internet Services – Subscription (4)
36
ICT in the UAE – Household Survey 2014
•21% of Internet subscribers have upgraded to double ((Internet and voice telephony) ortriple play((Internet, voice telephony and TV) packages in the past year.
Individuals Upgraded their Internet Account toDouble Play or Triple Play in the Past Year
Internet Services – Subscription (5)Internet Services – Subscription (5)
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ICT in the UAE – Household Survey 2014
Reasons for Upgrading Internet Account to Double Play / Triple Play
•21% of individuals with an Internet connection at home have upgraded from an Internet-only to double play or triple play.
•The need of a higher Internet speed is the most common reason for upgrading to doubleplay and triple play packages.
Internet Services – Usage (1)Internet Services – Usage (1)
38
ICT in the UAE – Household Survey 2014
Individuals Using Internet within
the Past 3 Months from any Location
Locations Commonly Used to Access the Internetin Past 3 Months
•90% of individuals have used the Internet during the past three months.
•Of these people, 89% regularly accessed the Internet from home and 67% from work
Internet Services – Usage (2)Internet Services – Usage (2)
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ICT in the UAE – Household Survey 2014
Reasons for not Using the Internet within the Past 3 Months
•10% of individuals have not used the Internet during the past three months.
•Of those, 41% said they were not interested in using the Internet while 30% said they thecost of internet is too high.
Internet Services – Usage (3)Internet Services – Usage (3)
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ICT in the UAE – Household Survey 2014
Frequency of Internet Use from Home and out of Home
•Most of Internet users, use the Internet at least once a day from home and out of home.
Internet Services – Usage (4)Internet Services – Usage (4)
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ICT in the UAE – Household Survey 2014
Time Individuals Spend on the Internet per Week
in and out of Home
•44% of Internet users access Internet 3 hours and more per week out of home.
Internet Services – Usage (1)Internet Services – Usage (1)
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ICT in the UAE – Household Survey 2014
Percentage of Internet Time Individuals Spend on theVarious Websites by Language
•The majority of Internet sites accessed in the UAE are English based.
Internet Services – Usage (2)Internet Services – Usage (2)
43
ICT in the UAE – Household Survey 2014
Internet Activities in the Past 3 Months
Mobile InternetMobile Internet
44
ICT in the UAE – Household Survey 2014
Mobile Internet – SubscriptionMobile Internet – Subscription
45
ICT in the UAE – Household Survey 2014
Devices Used to Access Mobile Internet
Mobile Phone
PC Data card / USB (on PC or Tablet)
•A major 98% of Mobile Internet users access the Internet via mobile phone, and 36% viaPC data cards.
Mobile Internet – Usage (1)Mobile Internet – Usage (1)
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ICT in the UAE – Household Survey 2014
Locations Commonly Used to Access Mobile Internet
•66% of mobile Internet users access the service from home.
Blackberry,51%
Mobile Internet – Usage (2)Mobile Internet – Usage (2)
47
ICT in the UAE – Household Survey 2014
Individuals Common Activities Using Mobile Internet
Mobile Internet – Usage (3)Mobile Internet – Usage (3)
48
ICT in the UAE – Household Survey 2014
Factors Might Lead to Use Mobile Internet more Often
•58% of individuals who use Mobile Internet services would increase their usage if prices werelower.
•34% would increase usage if the download speeds were higher.
Social NetworkingSocial Networking
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ICT in the UAE – Household Survey 2014
Social NetworkingSocial Networking
50
ICT in the UAE – Household Survey 2014
Individuals with a Profile on a SocialNetworking Site
Devices Used to Access SocialNetworking Sites
•88% of individuals have set up a profile on a social networking site.
•70% of individuals who have a social networking profile access the sites via PC or laptop, and81% via mobile phone.
Social NetworkingSocial Networking
51
ICT in the UAE – Household Survey 2014
Individuals Commonly Used Social Networking Sites
•Facebook is by far the most commonly used social networking site.
Social Networking Sites
Social NetworkingSocial Networking
52
ICT in the UAE – Household Survey 2014
Frequency of Visiting the Social Networking Site/s
•Users of social networking sites in the UAE tend to access those sites very regularly, with69% visiting them every day.
Consumer SatisfactionConsumer Satisfaction
53
ICT in the UAE – Household Survey 2014
Consumer Satisfaction - FixedConsumer Satisfaction - Fixed
54
ICT in the UAE – Household Survey 2014
•Overall, 95% of consumers are satisfied with their fixed line services.
Satisfaction with Fixed Telephony Services
Consumer Satisfaction – MobileConsumer Satisfaction – Mobile
55
ICT in the UAE – Household Survey 2014
Satisfaction with Mobile Services in the UAE
•Overall, 90% of individuals are satisfied with mobile services in the UAE.
Consumer Satisfaction – Mobile InternetConsumer Satisfaction – Mobile Internet
56
ICT in the UAE – Household Survey 2014
Satisfaction with Mobile Internet Service
•86% of Mobile Internet users are generally satisfied with their Mobile Internet services.
•26% of mobile Internet services users though, are not happy with the pricing of the service.
Consumer Satisfaction – Internet (1)Consumer Satisfaction – Internet (1)
57
ICT in the UAE – Household Survey 2014
Satisfaction with the Elements of Home Internet Service
•Individuals are generally satisfied with their Internet Service offerings across all elements ofthe service.
58
ICT in the UAE – Household Survey 2014
•19% of Internet subscribers mentioned they would not switch from their existing Internetservice provider, while 13% are likely to switch if they had the choice.
Likelihood of Switching from Existing Internet Provider to another Provider, if Choicewere Available
Consumer Satisfaction – Internet (2)Consumer Satisfaction – Internet (2)
59
ICT in the UAE – Household Survey 2014
Main Factors that would Drive a Customer to Switch to anotherInternet Provider
•Lower prices, higher Internet speeds and better customer service, are the most importantfactors that would drive a consumer to switch from one Internet provider to another.
Consumer Satisfaction – Internet (3)Consumer Satisfaction – Internet (3)
Consumer Satisfaction – Fixed International CallsConsumer Satisfaction – Fixed International Calls
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ICT in the UAE – Household Survey 2014
Satisfaction with International Calling From Fixed Line Phone
•Individuals were typically satisfied with the quality of international calls from their fixed linephones, but not as satisfied with the price of calls.
Consumer Satisfaction – Fixed and Mobile International CallsConsumer Satisfaction – Fixed and Mobile International Calls
61
ICT in the UAE – Household Survey 2014
Reasons for Asking People from other Countries to Call Instead of Callingthem from Individual Fixed and/or Mobile Phones
•9% only of fixed telephony users and 10% of mobile users sometimes ask people from othercountries to call them. Most do so because it is cheaper to make inbound international calls.
Service Complaints (1)Service Complaints (1)
62
ICT in the UAE – Household Survey 2014
Individuals ever Submitted a Complaint in Relationto the Telecommunication Services in the UAE
Services to which Complaint(s) Relate
•9% of individuals have submitted acomplaint to their telecom serviceproviders.
•29% of individuals are aware that theycan escalate there complaints to theTRA.
•Of those, 10% only have ever raised acomplaint to the TelecommunicationsRegulatory (TRA).
•39% of these complaints are related toInternet services, 34% to mobileservices, and 7% to fixed telephony.
63
ICT in the UAE – Household Survey 2014
Satisfaction with Fixed Line/ Internet Services Transparency Related Aspects
•Individuals are generally satisfied with their Fixed Line and Internet Service Transparencyrelated aspects.
Service Complaints (2)Service Complaints (2)
ANNEX
64
Sample Distribution & StructureSample Distribution & Structure
65
ICT in the UAE – Household Survey 2014
Gender
Nationality
Distribution of Sample by:
Emirate
UAENationals,14%
Westerners,3%
•The survey sample frame was designed to ensure the results are as representative aspossible of the entire population of the UAE of people aged between 15 and 74.