ACMA CONSUMER SURVEY 2011-2012 - QUESTIONNAIRE
Good [Morning/Afternoon/Evening], my name is [say name] from Roy Morgan Research. I’m calling on behalf of the Australian Government. We are conducting an important survey aboutthe use ofand satisfaction with communications services.
[IF GOVERNMENT AGENCY QUERIED: “The study is being conducted for the Australian Communications and Media Authority – the ACMA - the Commonwealth Government agency responsible for regulating telecommunications in Australia.”]
FOR LANDLINE SAMPLE - May I please speak to theyoungest male at home who is aged 18 or over?
IF NO MALES AVAILABLE ASK: May I please speak to the youngest female at home who is aged 18 or over?
IF NECESSARY REPEAT INTRODUCTION
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 RESPONDENT ASKS HOW LONG THE SURVEY WILL TAKE, SAY: It will take about 19minutes.
IF NECESSARY SAY: The information you provide will only be used for research purposes and will remain strictly confidential. You will not be identified in any way in the results.
IF NECESSARY SAY: If you would like any more information on this research you can call our hotline on 1800 337 332.
FOR LANDLINE SAMPLE - IF QUERIED ABOUT HOW NAME/NUMBER WAS SOURCED (e.g. UNLISTED NUMBER): We are contacting people from all over Australia. A computer has randomly generated numbers for us to phone.
IF NECESSARY ADD: To ensure a representative sample of Australian households it is very important to include households like yours in the survey.
FOR MOBILE SAMPLE - IF QUERIED ABOUT HOW NAME/NUMBER WAS SOURCED We are contacting people from all over Australia who previously participated in one of our surveys and said they were happy to interviewed again.
Quotas
[Numeric]
S1Can you please tell me your postcode?
[Single]
S2RECORD SEX OF RESPONDENT
1Male
2Female
IF SEX QUOTA FULL, SAY: Thank you for your time and assistance but we have spoken to enough males/females
[Single]
S3Could you please tell me your approximate age?
114-15
216-17
318-19
420-24
525-29
630-34
735-39
840-44
945-49
1050-54
1155-59
1260-64
1365-69
1470-74
1575-79
1680+
99REFUSED
IF UNDER 18 OR REFUSED, SAY: 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
[Multiple]
Q1 Which of the following communication services do you currently use?
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.
1Fixed-line telephone at home
2Mobile phone calls
3Texting from a mobile phone
4Voice calls from a public payphone
5Texting from a public payphone
6Internet telephony (e.g. VoIP, Skype)
7Social networking (e.g. Facebook, Blogging)
8Instant messaging
9Email
ONLY SHOW IF AT LEAST 2 CODES SELECTED AT Q1
ONLY SHOW CODES SELECTED AT Q1
[Single]
Q2aWhich one do you use most often?
1Fixed-line telephone at home
2Mobile phone calls
3Texting from a mobile phone
4Voice calls from a public payphone
5Texting from a public payphone
6Internet telephony (e.g. VoIP, Skype)
7Social networking (e.g. Facebook, Blogging)
8Instant messaging
9Email
ONLY SHOW IF AT LEAST 3 CODES SELECTED AT Q1
ONLY SHOW CODES SELECTED AT Q1. DO NOT SHOW CODE SELECTED AT Q2A
[Single]
Q2bWhich one do you use second most often?
1Fixed-line telephone at home
2Mobile phone calls
3Texting from a mobile phone
4Voice calls from a public payphone
5Texting from a public payphone
6Internet telephony (e.g. VoIP, Skype)
7Social networking (e.g. Facebook, Blogging)
8Instant messaging
9Email
ONLY SHOW IF AT LEAST 4 CODES SELECTED AT Q1
ONLY SHOW CODES SELECTED AT Q1. . DO NOT SHOW CODES SELECTED AT Q2A AND Q2B
[Single]
Q2cAnd third most often?
1Fixed-line telephone at home
2Mobile phone calls
3Texting from a mobile phone
4Voice calls from a public payphone
5Texting from a public payphone
6Internet telephony (e.g. VoIP, Skype)
7Social networking (e.g. Facebook, Blogging)
8Instant messaging
9Email
Consumer Protection
[Multiple]
Q3Which of the following factors do you consider important when choosing a communications service provider?
1Price
2Service reliability
3Flexibility to switch providers
4Ability to package / bundle services
5Guaranteed basic level of service
6Financial compensation for service failure or delay
7Customer service
98NONE OF THESE
ONLY SHOW IF AT LEAST 2 CODES (EXCLUDING 99) SELECTED AT Q3
ONLY SHOW CODES SELECTED AT Q3
[Single]
Q4aWhich one is the most important?
1Price
2Service reliability
3Flexibility to switch providers
4Ability to package / bundle services
5Guaranteed basic level of service
6Financial compensation for service failure or delay
7Customer service
ONLY SHOW IF AT LEAST 3 CODES (EXCLUDING 99) SELECTED AT Q3
ONLY SHOW CODES SELECTED AT Q3. DO NOT SHOW CODE SELECTED AT Q4A
[Single]
Q4bWhich is the second most important?
1Price
2Service reliability
3Flexibility to switch providers
4Ability to package / bundle services
5Guaranteed basic level of service
6Financial compensation for service failure or delay
7Customer service
ONLY SHOW IF AT LEAST 4 CODES SELECTED AT Q13
ONLY SHOW CODES SELECTED AT Q3. . DO NOT SHOW CODES SELECTED AT Q4A AND Q4B
[Single]
Q4cAnd the third most important?
1Price
2Service reliability
3Flexibility to switch providers
4Ability to package / bundle services
5Guaranteed basic level of service
6Financial compensation for service failure or delay
7Customer service
IF HAVE FIXED-LINE (CODE 1 ON Q1)
[Multiple]
Q5Are you aware if the following safeguards are offered by your provider in relation to your fixed-line telephone service?
1Guaranteed time frames for connection and repair of services
2Financial compensation for service failure or delay
3Customer service and complaint handling processes
4Clear information about a service provider’s responsibilities
97OTHER (SPECIFY)
99NONE OF THESE
[Single]
Q6Thinking about the communications services that you currently use, how important are the following safeguards to you? Please indicate the importance of each safeguard on a scale from /1 to 5/5 to 1, where /1 is very unimportant and 5 is very important/5 is very important and 1 is very unimportant. How important is [READ OUT]
Very unimportant / Unimportant / Neither important nor unimportant / Important / Very important / Don’t know1 / 2 / 3 / 4 / 5 / 99
Guaranteed time frames for connection and repair of services
Financial compensation for service failure or delay
Customer service and complaint handling processes
Clear information about a service provider’s responsibilities
ENDIF
Internet
[Single]
Q7Thinking now about the internet,does your household have internet access?
1Yes
2No
99DON’T KNOW
IF HAVE INTERNET (CODE 1 ON Q7)
[Single]
Q8There 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?
1Dial-up/ISDN
2Broadband
99DON’T KNOW
[Multiple]
Q9Which of the following have you used to access the internet in the last 6 months?
1Desktop computer
2Laptop computer
3Mobile phone
4Tablet computer (e.g. iPad)
5Portable games console (e.g. PSP, Nintendo DS)
6Other games console (e.g. Xbox, Playstation, Wii)
7mp3 player (e.g. iPod touch)
8Television
97OTHER (SPECIFY)
98NONE OF THESE
ONLY SHOW IF AT LEAST 2 DEVICES SELECTED (CODES 1-8) ON Q9
ONLY SHOW CODES SELECTED AT Q9
[Single]
Q10aWhich one do you use most often?
1Desktop computer
2Laptop computer
3Mobile Phone
4Tablet computer (e.g. iPad)
5Portable games console (e.g. PSP, Nintendo DS)
6Other games console (e.g. Xbox, Playstation, Wii)
7mp3 player (e.g. iPod touch)
8Television
ONLY SHOW IF AT LEAST 3 DEVICES SELECTED (CODES 1-8) ON Q9
ONLY SHOW CODES SELECTED AT Q9. DO NOT SHOW CODE SELECTED ON Q10A
[Single]
Q10bWhich one do you use second most often?
1Desktop computer
2Laptop computer
3Mobile Phone
4Tablet computer (e.g. iPad)
5Portable games console (e.g. PSP, Nintendo DS)
6Other games console (e.g. Xbox, Playstation, Wii)
7mp3 player (e.g. iPod touch)
8Television
ONLY SHOW IF AT LEAST 4 DEVICES SELECTED (CODES 1-8) ON Q9
ONLY SHOW CODES SELECTED AT Q9. DO NOT SHOW CODES SELECTED ON Q10A AND Q10B
[Single]
Q10cAnd third most often?
1Desktop computer
2Laptop computer
3Mobile Phone
4Tablet computer (e.g. iPad)
5Portable games console (e.g. PSP, Nintendo DS)
6Other games console (e.g. Xbox, Playstation, Wii)
7mp3 player (e.g. iPod touch)
8Television
[Multiple]
Q11I 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 each of them in the last six months.
1Sending or receiving email
2General web browsing or surfing
3Using the internet to research or gather information
4Using social networking sites such as Facebook, LinkedIn
5Banking or paying bills online
6Buying or selling goods or services
7Using the internet to work from home or study
8Streaming video or audio content
9Downloading video or audio content
10Online gaming
11Accessing or submitting information to government websites or services
98NONE OF THESE
[Multiple]
Q12More specifically, have you performed any of these online activities in the last six months?
1Accessed online radio stations
2Used webmail services such as Hotmail, Gmail or Yahoo!Mail
3Stored personal photos online
4Used applications such as Google documents or Adobe Photoshop Express
5Stored personal video online
6Paid to store computer files online
7Backed up your hard drive to an online site
98NONE OF THESE
RANDOMISE ORDER OF STATEMENTS B TO F (NOT A)
[Single]
Q13How satisfied or dissatisfied are you with each of the following aspects of your home Internet service? On a scale from /1 to 5/5 to 1, where /1 is very dissatisfied and 5 is very satisfied/5 is very satisfied and 1 is very dissatisfied/, how satisfied are you with [READ OUT ITEM]?
Very dissatisfied / Dissatisfied / Neither satisfied nor dissatisfied / Satisfied / Very Satisfied / Don’t know1 / 2 / 3 / 4 / 5 / 99
a. Your internet service overall
b. Customer service
c. Service reliability
d. Cost
e. Billing information
f. Data speed
ENDIF
VOIP
IF USE VOIP (CODE 6 ON Q1)
[Multiple]
Q14Which of the following devices do you use to access VoIP?
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.
1PC or laptop (using a microphone, headset or USB device connected to your computer)
2Telephone handset (using a voice box/adaptor or an internet phone such as BoB)
3Mobile phone
4Tablet (such as iPad)
98NONE OF THESE
99DON’T KNOW
[Multiple]
Q15Which of the following types of calls do you make using VoIP?
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.
1Local calls
2Long distance calls within Australia
3Calls to mobiles
4International calls
5Video calls
98NONE OF THESE
99DON’T KNOW
[Single]
Q16Overall, on a scale from /1 to 5/5 to 1, where /1 is very dissatisfied and 5 is very satisfied/5 is very satisfied and 1 is very dissatisfied/, how satisfied or dissatisfied are you with the VoIP services you have?
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.
1Very dissatisfied
2Dissatisfied
3Neither satisfied nor dissatisfied
4Satisfied
5Very satisfied?
99DON’T KNOW
ENDIF
Fixed Line
IF HAVE FIXED LINE (CODE 1 ON Q1)
[Single]
Q17Thinking about your fixed-line number, how many years have you held this number?
1Less than 5 years
25–10 years
311–15 years
4More than 15 years
99DON’T KNOW
IF HAD FIXED NUMBER FOR LESS THAN 5 YEARS (CODE 1 ON Q17)
[Single]
Q18Thinking about your fixed line service, in the last 10 years, approximately how many times have you changed your phone number?
11–5 times
25–10 times
3More than 10 times
99DON’T KNOW
ENDIF
ENDIF
IF USE FIXED-LINE (CODE 1 ON Q1)
RANDOMISE ORDER OF STATEMENTS B TO F (NOT A)
[Single]
Q19How satisfied or dissatisfied are you with each of the following aspects of your household’s fixed-line telephone service?On a scale from /1 to 5/5 to 1, where /1 is very dissatisfied and 5 is very satisfied/5 is very satisfied and 1 is very dissatisfied/, how satisfied are you with [READ OUT ITEM]?
Very dissatisfied / Dissatisfied / Neither satisfied nor dissatisfied / Satisfied / Very Satisfied / Don’t know1 / 2 / 3 / 4 / 5 / 99
a. Your fixed line phone service overall
b. Customer service
c. Service reliability
d. Call costs
e. Billing information
f. Line rental costs
ENDIF
IF HAVE MOBILE AND NO FIXED-LINE AT HOME (CODE 3 OR 4 AND NOT CODE 1 ON Q1)
[Single]
Q20Have you disconnected your fixed-line phone service?
1Yes
2No
3Never had one
99DON’T KNOW
WORDING BASED ON ANSWER TO Q20
[Single]
Q22Are you likely to /reconnect/connect/ a home fixed phone line service in the next 12 months?
1Yes
2No
99DON’T KNOW
IF LIKELY TO RECONNECT/CONNECT (CODE 1 ON Q22)
WORDING BASED ON ANSWER TO Q20
[Multiple]
Q23Why are you thinking of /connecting/reconnecting/ a home phone in the next 12 months?
1My mobile phone coverage is not reliable enough
2Because calling my mobile phone is too expensive for friends \ relatives
3To save money / fixed-line calls are cheaper
4To make long distance calls
5You will need it so you can get high speed broadband internet
6It is part of a bundled plan that includes other services, such as the internet
98NONE OF THESE
99DON’T KNOW
ENDIF
ENDIF
Mobile Phone
IF USE MOBILE PHONE (CODE 3 OR 4 ON Q1)
[Single]
Q24You indicated earlier that you personally use a mobile phone. Is your main mobile phone a…
IF NECESSARY – your main mobile phone is the mobile phone service you use most frequently for personal reasons
1Pre-paid mobile service
2A post-paid mobile service
99DON’T KNOW
[Single]
Q25Which one of the following best describes who pays your mobile phone bill?
IF NECESSARY – your main mobile phone is the mobile phone service you use most frequently for personal reasons
1You pay the bill
2Someone else in your household pays the bill
3Your employer pays the bill
4You pay the bill and are reimbursed by your employer
97OTHER (SPECIFY)
99DON’T KNOW
[Single]
Q26Is your main mobile phone handset capable of accessing 3G services? (such as mobile TV, video calling and the internet)
IF NECESSARY – your main mobile phone is the mobile phone service you use most frequently for personal reasons
1Yes
2No
99DON’T KNOW
[Single]
Q27Is your main mobile handset a Smartphone such as iPhone or HTC phone or blackberries?
IF NECESSARY - A smartphone is a mobile phone handset that integrates the functionality of a mobile phone with a Personal Digital Assistant (PDA). In addition to internet access, a Smartphone may have the ability to sync with a computer, create documents and spreadsheets, listen to music, manage social networks through various applications, and take pictures
1Yes
2No
99DON’T KNOW
IF HAVE NOT USED INTERNET ON MOBILE IN PAST 6 MONTHS (NOT CODE 3 ON Q9)
[Multiple]
Q28You mentioned you haven’t accessed to the internet on your mobile phone in the past 6 months. Why is that?
1It’s too expensive
2I don’t know how
3I don’t need/want to
4The screen is too small
5It’s too hard to navigate around the internet with the buttons
6I don’t have time
7Computer/Laptop is easier to use
8Poor coverage/reception
9Internet speed is too slow
10Not included in my plan
97OTHER
99DON’T KNOW
ENDIF
IF CONNECTED TO INTERNET ON MOBILE PHONE (CODE 3 ON Q9)
[Multiple]
Q29Now thinking about accessing the internet on your mobile phone. In the past 6 months, which of the following activities have you done using the internet on your mobile phone?
1Accessed news, sport and weather updates
2Browsing websites or searching for information using Google, Bing etc
3Sent or received email
4Streamed audio or video content
5Downloaded audio or video content
6Used a social networking site like Facebook, LinkedIn
7Purchased goods or services
8Paid bills
9Use a service such as Foursquare or Facebook Places to ‘check in’ to certain locations or share your location with friends
10Get directions, recommendations, or other information related to your present location
98NONE OF THESE
IF USED SOCIAL NETWORKING SITES (CODE 6 ON Q29)
[Single]
Q30Thinking about the ways people might use social networking sites…
Do you ever set up your account so that it automatically includes your location on your posts …?
1Yes
2No
98REFUSED
99DON’T KNOW
ENDIF
[Multiple]
Q31In the last six months, where have you accessed the internet on your mobile phone?
1At home using your home internet connection (using a wireless router or wireless LAN)
2At home using your mobile phone service
3Outside the home via your mobile phone service
4Outside the home using a Wi Fi hotspot
98NONE OF THESE
ENDIF
IF HAVE MOBILE PHONE (CODE 2 OR 3 ON Q1)
[Single]
Q32Thinking about your main mobile number, how many years have you held this number?
1Less than 5 years
25–10 years
311–15 years
4More than 15 years
99DON’T KNOW
IF HAD MOBILE NUMBER FOR LESS THAN 5 YEARS (CODE 1 ON Q32)
[Single]
Q33Thinking about your mobile service, in the last 10 years, approximately how many times have you changed your phone number?
11–5 times
25–10 times
3More than 10 times
99DON’T KNOW
ENDIF
ENDIF
[Single]
Q34Have you changed the company that provides your mobile phone services in the last 12 months?
1Yes
2No
99DON’T KNOW
IF CODE 1 ON Q34
[Single]
Q35What is the main reason you changed supplier for your mobile phone service?
1Better network coverage
2Cheaper rates
3Capped plan
4Free or discounted handset
5Free call time
6Dissatisfied with service from previous provider
7To be on the same network as family/friends
8Wasn’t locked into a fixed-term contract
98NONE OF THESE
ENDIF
RANDOMISE ORDER OF STATEMENTS B TO F (NOT A)
[Single]
Q36How satisfied are you with the following aspects of your mobile phone service? On a scale from /1 to 5/5 to 1, where /1 is very dissatisfied and 5 is very satisfied/5 is very satisfied and 1 is very dissatisfied/, how satisfied are you with [READ OUT ITEM]?
Very dissatisfied / Dissatisfied / Neither satisfied nor dissatisfied / Satisfied / Very Satisfied / Don’t know1 / 2 / 3 / 4 / 5 / 99
a. Your mobile service overall
b. Customer Service
c. Service reliability
d. Call costs
e. Billing information
f. Internet access (via your mobile handset)
ENDIF
Consumer Benefits
Thinking about the benefits you may gain from undertaking certain activities online. I am now going to read a range of internet activities and specific benefits you may gain, and I’d like you to indicate the value you place on this benefit ranging from very highly to not at all.
RANDOMISE ORDER OF 37a-37f
[Single]
Q37a For conducting research and gathering information online, on a scale from /1 to 5/5 to 1, where /1 is do not value at all and 5 is value very highly/5 is value very highly and 1 is do not value at all/, how highly do you value [insert benefit]…
IF NECESSARY: For example, checking news, weather, maps, doing job searches
Do not value at all / Value very little / Value somewhat / Value highly / Value very highly / Don’t know1 / 2 / 3 / 4 / 5 / 99
It being cheaper or saving money
It being faster or saving time
Having more variety, information or options
It being more convenient or flexible to access
It being more accessible (open 24/7).
Being able to keep in touch or up to date
It as a form of recreation or leisure time
[Single]
Q37b For general communications online, on a scale from /1 to 5/5 to 1, where /1 is do not value at all and 5 is value very highly/5 is value very highly and 1 is do not value at all/, how highly do you value [insert benefit]…
IF NECESSARY: For example, email, instant messaging, VoIP)