Quantitative research report

Executive summary 1

Introduction 1

Objectives of the research 1

Methodology 1

Key findings 1

3G bill-payer contract understanding 2

Experience of unexpectedly high bills 2

Response to unexpectedly high bills 3

1. Introduction 4

Objectives of the research 4

2. Methodology 5

Introduction 5

Overview of qualitative phase 5

Overview of quantitative phase 6

How to read the results 7

3. 3G bill-payer pre-purchase and point of purchase trends 9

Key findings 9

Pre-purchase factors 9

New phone triggers 10

Information sources used when deciding which plan to purchase 10

Most important aspects of the plan 11

Point of purchase factors 12

Use of phone features 13

How phones are mainly used 14

Profile of 3G feature users 15

Non-users of 3G features 16

Use of spend management tools 17

4. 3G bill-payers’ understanding of their contracts 19

Key findings 19

Reading the contract 19

Understanding the contract 20

Understanding inclusions and usage charges—voice calls and SMS 21

Understanding excess data usage charges 23

5. Experience of unexpectedly high bills 25

Key findings 25

Unexpected costs 25

Receiving a higher than expected bill or running out of credit sooner than expected 25

Aspects of phone use that led to excess charges 27

Amount spent on highest unexpected bill 29

Phone usage 30

Level of contract understanding 30

Most difficult aspects of the contract to understand 31

Understanding phone inclusions and usage charges 32

Understanding data allowance and excess data usage charges 34

Spend management tools 36

6. Response to unexpectedly high bill 39

Key findings 39

Level of concern 39

Actions taken as a result of bill shock 40

Response from service provider 41

7. Mobile-only households 43

Appendix A—3G bill-payer profiles 44

Adult 3G bill-payers 44

Parent 3G bill-payers 44

Appendix B—Mobile-only households 50