ACMA ANNUAL CONSUMER SURVEY 2013
CUSTOMISED CATI FIELD QUESTIONNAIRE
acma Consumer Survey 2013
QUOTA INFORMATION
NB. Quotas must be supplied for every project. If there are critical questions that you need counts on please add them as a quota.
Landline RDDn= / 2000
Location / TOTAL / Gender / Age
Male / Female / 18-24 / 25-34 / 35-44 / 45-54 / 55-64 / 65+
Sydney / 396 / 206 / 190 / 43 / 69 / 71 / 66 / 64 / 85
Other NSW/ACT / 287 / 139 / 148 / 26 / 35 / 37 / 47 / 54 / 88
Melbourne / 331 / 167 / 164 / 37 / 67 / 58 / 53 / 50 / 65
Other Victoria / 132 / 60 / 72 / 11 / 14 / 19 / 23 / 27 / 39
Brisbane / 174 / 85 / 89 / 19 / 30 / 32 / 30 / 28 / 36
Other Queensland / 240 / 113 / 127 / 22 / 33 / 37 / 41 / 45 / 61
Adelaide / 108 / 55 / 53 / 9 / 15 / 16 / 19 / 20 / 29
Other SA/NT / 70 / 34 / 36 / 6 / 10 / 10 / 12 / 13 / 19
Perth / 132 / 65 / 67 / 17 / 25 / 22 / 20 / 21 / 27
Other Western Australia / 53 / 25 / 28 / 5 / 8 / 8 / 8 / 10 / 13
Tasmania / 77 / 37 / 40 / 7 / 10 / 10 / 12 / 15 / 22
TOTAL / 2000 / 986 / 1014 / 202 / 316 / 320 / 331 / 347 / 484
Mobile SS
n= / 400
Location / TOTAL / Gender / Age / Region
Male / Female / 18-34 / 35+ / Capital / Country
NSW (Incl ACT) / 137 / 69 / 68 / 34 / 103 / 79 / 58
Victoria / 92 / 45 / 47 / 26 / 66 / 66 / 26
Queensland / 83 / 40 / 43 / 21 / 62 / 35 / 48
South Australia/Northern Territory / 36 / 18 / 18 / 8 / 28 / 22 / 14
Western Australia / 37 / 18 / 19 / 11 / 26 / 26 / 11
Tasmania / 15 / 7 / 8 / 3 / 12 / 7 / 8
TOTAL / 400 / 197 / 203 / 103 / 297 / 235 / 165
Introduction
RDD INTRODUCTION:
Good [Morning/ Afternoon/ Evening]. My name is [SAY NAME] from Roy Morgan Research. We are conducting a survey on behalf of the ACMA, the Australian Communications and Media Authority, which is the Federal Government telecommunications regulator. Could I please speak to the youngest male at home who is aged 18 or over?
IF NO MALES AVAILABLE ASK: Can I please speak to the youngest female at home who is aged 18 or over?
IF NECESSARY RE-INTRODUCE.
The ACMA is conducting important research about the use of and satisfaction with communication services.
IF NECESSARY, ADD: This research will assist the ACMA in better understanding the current consumers’ use, take-up and attitudes towards communication and media services in Australia.
IF NECESSARY, ADD: To ensure a representative sample of Australians it is very important to include people like you in the survey.
IF NECESSARY: The survey will take approximately 15 minutes.
IF NECESSARY: Your answers will be used for research purposes only. Your answers will remain strictly confidential. You will not be identified in any way in the results. Your answers will be combined with the information from hundreds of other participants across Australia.
IF QUERIED ABOUT HOW NAME OR NUMBER WAS SOURCED (E.G UNLISTED NUMBER) SAY: We are contacting people from all over Australia. A computer has randomly generated numbers for us to phone.
RDD1. Would you like to participate?
1 / Yes / CONTINUE2 / NO / TERMINATE
.
IF NECESSARY, SAY: Is now a good time or would it be more convenient if I made an appointment to speak to you at another time?
IF NECESSARY, MAKE AN APPOINTMENT.
SS SAMPLE INTRODUCTION:
Good [Morning/ Afternoon/ Evening]. My name is [SAY NAME] from Roy Morgan Research. May I please speak to [SAY NAME]?
IF NECESSARY, RE-INTRODUCE
We really appreciate your assistance by taking part in our National Consumer Poll survey some time ago, and would greatly appreciate your help again. We are conducting a social survey on behalf of the ACMA, the Australian Communications and Media Authority, which is the Federal Government telecommunications regulator.
The ACMA is conducting important research about the use of and satisfaction with communication services.
IF NECESSARY, ADD: This research will assist the ACMA in better understanding the current consumers’ use, take-up and attitudes towards communication and media services in Australia.
IF NECESSARY, ADD: To ensure a representative sample of Australians it is very important to include people like you in the survey.
IF NECESSARY: The survey will take approximately 15 minutes.
IF NECESSARY: Your answers will be used for research purposes only. Your answers will remain strictly confidential. You will not be identified in any way in the results. Your answers will be combined with the information from hundreds of other participants across Australia.
SS1. Would you like to participate?
1 / Yes / CONTINUE2 / NO / TERMINATE
.
IF NECESSARY, SAY: Is now a good time or would it be more convenient if I made an appointment to speak to you at another time?
IF NECESSARY, MAKE AN APPOINTMENT.
SCREENERS:
IF SS RECONTACT ONLY (MOBILE ONLY SAMPLE), ASK:
[single]
S0. Can I ask you if you have a landline number?
1. Yes
2. No
IF RESPONDENT HAS A LANDLINE NUMBER (CODE 1 ON S0), TERMINATE: Thank you for your time, but we have already spoken to enough people who have a land line number.
ASK ALL
[Numeric]
S1 Can you please tell me your postcode?
IF GEO QUOTA FULL, TERMINATE: Thank you for your time and assistance but we have already spoken to enough people in your area.
[Single]
S2 RECORD SEX OF RESPONDENT
1 Male
2 Female
IF SEX QUOTA FULL, TERMINATE: Thank you for your time and assistance but we have spoken to enough males/females
[Single]
S3 Could you please tell me your approximate age?
1 14-15
2 16-17
3 18-19
4 20-24
5 25-29
6 30-34
7 35-39
8 40-44
9 45-49
10 50-54
11 55-59
12 60-64
13 65-69
14 70-74
15 75-79
16 80+
99 REFUSED
IF UNDER 18 OR REFUSED, TERMINATE: Thank you for your time, but we can only speak to people in certain age groups.
IF AGE QUOTA FULL, SAY: Thank you for your time, but we can only speak to people in certain age groups.
Overall communications
PROGRAMMER NOTE: [Timestamp Q1-Q2]
[Multiple]
Q1 Which of the following communication services do you currently use for personal purposes?
1 Fixed-line telephone at home
2 Mobile phone calls
3 Texting from a mobile phone
4 Public payphone
6 Internet telephony for example VoIP or Skype. IF NECESSARY: VoIP or internet telephony involves using the internet to make phone calls. This can either be through a telephone handset connected directly to the internet or software on a computer.
7 Social networking for example Facebook or Blogging
8 Instant messaging
9 Email
10 None of these – TERMINATE. SAY: Thank you for your time, but for this study we can only speak to people who use these communication services.
[Single]
Q2 In the last six months, which one of these communication services did you use most often?
1 Fixed-line telephone at home
2 Mobile phone calls
3 Texting from a mobile phone
4 Public payphone
6 Internet telephony for example VoIP or Skype
7 Social networking for example Facebook or Blogging
8 Instant messaging
9 Email
Internet
PROGRAMMER NOTE: [Timestamp Q3-Q12]
[Single]
Q3 Thinking now about the internet, does your household have internet access?
1 Yes
2 No
99 DON’T KNOW
IF HAS INTERNET ACCESS AT HOME (CODE 1 ON Q3), ASK Q4-5:
[Multiple]
Q4 There are two main types of internet access you can have at home - dial-up and broadband. What type of internet access does your household have?
1 Dial-up/ISDN
2 Broadband
99 DON’T KNOW (DO NOT READ OUT) - SINGLE
IF BROADBAND (CODE 2 ON Q4), ASK:
[Single]
Q5 What type of broadband internet access does your household have?
1 ADSL
2 Cable
3 Mobile broadband internet. This includes 3G or 4G through a datacard, dongle, USB modem or tablet SIM card, but not a handset.
4 NBN fibre
5 NBN wireless or satellite
6 Satellite
7 Or something else
99 DON’T KNOW (DO NOT READ OUT)
END IF.
END IF.
ASK ALL (Q6-Q8d):
[Multiple]
Q6 Which of the following devices have you used to access the internet in the last 6 months, for personal use?
1 Desktop computer
2 Laptop computer
3 Mobile phone
4 Tablet computer for example an iPad
5 Portable games console for example a PSP or Nintendo DS
6 Other games console for example Xbox, Playstation or Wii
7 mp3 player for example an iPod touch
8 Television
97 Or something else (SPECIFY)
98 NONE OF THESE - I DON’T USE THE INTERNET (DO NOT READ OUT) - SINGLE
IF USES A DEVICE TO ACCESS THE INTERNET (CODE 1 TO 97 ON Q6), ASK Q7 TO Q8d:
IF MORE THAN ONE CODE SELECTED ON Q6, ASK:
[Single]
Q7 In the last six months, which one of these devices did you use most often?
INTERVIEWERS’ NOTE: READ LIST IF NECESSARY
ONLY DISPLAY CODES SELECTED ON Q6
1 Desktop computer
2 Laptop computer
3 Mobile Phone
4 Tablet computer. IF NECESSARY: iPad
5 Portable games console. if necessary: PSP, Nintendo DS
6 Other games CONSOLE. IF NECESSARY: Xbox, Playstation, Wii
7 Mp3 player. IF NECESSARY: iPod touch
8 Television
9 OTHER (DO NOT READ OUT)
END IF.
[Multiple]
Q8 I am now going to read out a range of internet-based activities, and I’d like you to indicate whether or not you have performed the following activities in the last six months.
INTERVIEWER NOTE: TICK IF RESPONDENT PERFORMED ACTIVITY
1 Sending or receiving email
2 General web browsing or surfing
3 Using the internet to research or gather information
4 Banking or paying bills online
5 Buying or selling goods or services
6 Using the internet to work or study from home
7 Streaming video or audio content
8 Downloading video or audio content
9 Online gaming
98 NONE OF THESE (DO NOT READ OUT) - SINGLE
[Multiple]
Q8a.1 . And still thinking about the last six months, have you performed any of the following activities?
INTERVIEWER NOTE: TICK IF RESPONDENT PERFORMED ACTIVITY
10 Accessing or submitting information to government websites or services
11 Accessed online radio stations
12 Made video calls
13 Used applications such as Google documents or Adobe Photoshop Express
14 Stored personal video online
15 Paid to store computer files online
16 Backed up your hard drive to an online site
17 Used social networking sites such as Facebook
18 Stored personal photos online
98 NONE OF THESE (DO NOT READ OUT) - SINGLE
[Multiple]
Q8a During the last six month have you…
INTERVIEWER NOTE: PLEASE NOTE THAT YOU TUBE AND OTHER USER GENERATED CONTENT SERVICES OR PIRATE DOWNLOAD ARE NOT TO BE INCLUDED. THIS ONLY REFERS TO COMMERCIAL SERVICES, INCLUDING FREE TO WATCH OR PAID SERVICES.
1. Paid to watch video on demand online, on services such as Quickflix or Foxtel on Demand
2. Watched Catch Up TV on the internet for free, on free to air services such as Network 10 Catch up or ABC iView or Plus 7
3. Commercial internet television services, also known as internet protocol television or IPTV, such as Fetch TV or Apple TV.
98. NONE OF THESE (DO NOT READ OUT) – SINGLE
99. DON’T KNOW (DO NOT READ OUT) - SINGLE
[Single]
Q8b In relation to accessing news online, have you accessed news online in the last six months?
1 Yes
2 No
99 DON’T KNOW
[Single]
Q8c Do you currently have any paid subscriptions to any online news services?
1 Yes
2 No
99 DON’T KNOW
IF SUBSCRIBES TO ONLINE NEWS SERVICES (CODE 1 ON Q8c), ASK:
[Multiple]
Q8d How do you access these subscription services?
1 Computer
2 Mobile phone
3 Tablet
4 Other
99 DON’T KNOW (DO NOT READ OUT) - SINGLE
END IF.
END IF
IF HAS INTERNET ACCESS AT HOME (CODE 1 ON Q3), ASK Q9-12:
[Single]
Q9 Have you changed your home internet service provider in the last 12 months?
1 YES
2 NO
99 DON’T KNOW
IF CHANGED INTERNET PROVIDER IN LAST 12 MONTHS (CODE 1 ON Q9), ASK:
[Single]
Q10 What is the main reason you changed your supplier for your internet service connection?
INTERVIEWERS INSTRUCTION: READ OUT ONLY IF NECESSARY. PROMPT IF NECESSARY “AND IS THERE ANYTHING ELSE?”
1 Offered cheaper service
2 Offered a bundled service with other communication services
3 Changed method of internet connection from a wireless broadband to a fixed wireless
4 Wanted more data
5 Wanted a faster service
6 Dissatisfied with the service from the previous provider
7 The service was not reliable
97 OTHER (DO NOT READ OUT)
98 None of these (DO NOT READ OUT)
END IF.
IF NOT CHANGED INTERNET PROVIDER IN LAST 12 MONTHS (CODE 2 ON Q9), ASK:
[Multiple]
Q11 Why haven’t you changed your internet service provider in the last 12 months? INTERVIEWERS INSTRUCTION: READ OUT ONLY IF NECESSARY. PROMPT IF NECESSARY “AND IS THERE ANYTHING ELSE?”
1 Happy with current provider