Appendix B—Mobile-only households
This section presents results on 3G bill-payers from mobile-only households.
Table 14 New phone triggers
|
Main phone triggers
|
Mobile-only households
|
|
n=120
|
Wanted to upgrade from my previous plan
|
16%
|
The last phone was broken/damaged
|
12%
|
Wanted a phone with the latest technology
|
12%
|
Wanted a phone with more and/or other features
|
11%
|
Last plan finished, so thought it was a good time to look at what else is available
|
10%
|
Was using prepaid, but found it too expensive
|
10%
|
|
Source: C1a. What triggered you to want a new phone plan?
|
Table 15 Information sources used when deciding which plan to purchase
|
Source of information
|
Mobile-only households
|
|
n=120
|
Spoke with friends and colleagues
|
24%
|
Spoke with store sales person
|
23%
|
Price comparison
|
11%
|
Looked for information on a telecoms retailer website
|
10%
|
Decided based on prior experience
|
9%
|
Looked for information on the network or service providers’ website
|
8%
|
Read consumer reviews on the internet
|
8%
|
Checked which plans were being promoted by network or service
|
7%
|
Looked at displays in stores
|
6%
|
|
Source: C2b. What sources of information or advice did you take into account when you were deciding which mobile plan to buy?
|
Table 16 Most important aspects of the plan
|
Most important aspects of the plan
|
Mobile-only households (n=120)
|
|
n=120
|
Value for money
|
78%
|
Network coverage
|
22%
|
Plan inclusions (e.g., free services such as weather, news)
|
19%
|
Like the network or service provider
|
16%
|
Phone features (e.g., Wifi capability, high-quality camera
|
16%
|
Friends/family on the same plan
|
13%
|
Phone brand
|
13%
|
Data allowance included in the plan
|
12%
|
Discounted call and/or text options and offers
|
11%
|
SMS rates
|
8%
|
Mobile/fixed-line call rates
|
7%
|
Phone handset cost
|
6%
|
Am currently with service provider
|
3%
|
|
Source: C4a. When making your decision about which mobile phone plan to choose, what were the three most important aspects of the plan you considered?
|
Table 17 Method of purchasing current plan
|
Method of purchasing current plan
|
Mobile-only households
|
|
n=120
|
In person, in store
|
77%
|
Over the phone
|
15%
|
On the internet
|
8%
|
|
Source: C3b. How did you go about purchasing your current plan?
|
Table 18 Phone features used
|
Phone features used (* indicates 3G features)
|
Mobile-only households
|
|
n=120
|
Voice calls
|
86%
|
Send/receive SMS
|
86%
|
Internet access/web browsing*
|
50%
|
Take photos/video
|
28%
|
Send/receive MMS/multimedia messaging
|
23%
|
Download music, ringtones, videos, movies etc.*
|
9%
|
Access social networking sites*
|
29%
|
Download/upload photos*
|
2%
|
Email*
|
18%
|
Instant messaging/chatting*
|
5%
|
Download applications programs*
|
8%
|
Get directions and maps (GPS/Google maps)*
|
12%
|
Use MP3 (music) player
|
12%
|
Play games that were preloaded on the mobile
|
8%
|
Download games*
|
8%
|
|
Source: A10. I now want you to think about the features and functions available on your mobile phone handset. What features have you used since being on your current mobile phone plan?
|
Table 19 Use of spend management tools
|
How the phone is mainly used
|
Mobile-only households
|
|
n=120
|
Check your usage on the providers’ website
|
33%
|
Use a smartphone application to keep you informed of your usage
|
15%
|
Check your usage by texting/SMSing your provider
|
15%
|
Receive notification by SMS when you nearly reach your limit
|
12%
|
None—I don’t use any
|
28%
|
|
Source: D7a. Which of the following, if any, do you use to monitor usage and costs for your mobile? [Multiple responses allowed]
|
Table 20 Reading the contract
|
How much of the contract was read
|
Mobile-only households
|
|
n=120
|
I read all of the contract
|
22%
|
I read most of the contract
|
15%
|
I read about half of the contract
|
8%
|
I read only a little of the contract
|
23%
|
I didn’t read the contract at all
|
13%
|
I did not receive the contract
|
17%
|
Can’t remember/don’t know
|
3%
|
|
Source: B8a. At the time of purchasing your current mobile phone plan, to what extent did you read the contract?
|
Table 21 Level of understanding of the contract
|
Level of understanding of the contract
|
Mobile-only households
|
|
n=120
|
Very good understanding (8–10)
|
44%
|
Reasonable understanding (6–7)
|
29%
|
Moderate understanding (5)
|
11%
|
Poor understanding (3–4)
|
6%
|
Did not understand (0–2)
|
8%
|
|
Source: B8ba. On a scale of 0 to 10, where 0 is did not understand the contract at all and 10 is understood the contract extremely well, how well did you understand the contract?
|
Table 22 Aspects of the contract bill-payers found most difficult to understand
|
Aspects of the contract that were difficult to understand
|
Mobile-only households
|
|
n=120
|
The language was difficult to understand/too much jargon
|
19%
|
Charging arrangements
|
13%
|
The consequences of exceeding cap limit, included value, etc.
|
10%
|
Most difficult aspect of contract to understand—Other
|
5%
|
Other
|
18%
|
|
Source: B8c. What aspects of the contract were the most difficult to understand?
|
Table 23 3G bill-payers who have received a bill higher than expected or have run out of credit sooner than expected
|
Received a bill higher than expected or ran out of credit sooner than expected
|
Mobile-only
households
|
|
Yes
|
No
|
Received mobile bill higher than expected or budgeted for—post-paid bill-payers
|
64%
|
36%
|
Experienced running out of credit much quicker than expected or budgeted for—prepaid bill-payers
|
48%
|
52%
|
|
Source: D2a. Considering all of the 3G post-paid mobile plans you have been on, have you received a mobile phone bill that was higher than you expected or budgeted for?
D1ai. Considering all of the 3G prepaid mobile plans you have ever been on, have you experienced your credit running out much quicker than expected or budgeted for?
|
Table 24 Aspects of usage that contributed to exceeding usual usage
|
Main aspect of phone usage that contributed to exceeding usual usage
|
Mobile-only households
|
|
n=120
|
Voice calls—national
|
44%
|
Voice calls—international
|
23%
5
|
SMS
|
12%
|
Premium SMS
|
3%
|
Internet usage
|
16%
|
Other
|
11%
|
Do not know (did not look at bill)
|
7%
|
|
Source: D1c. And where did you exceed your usual usage? Was it for…?
|
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