Job #: #10-050660-01 / The ACMA Consumer Annual Survey 2010-11
CATI Questionnaire
BLUE =Computer programming instructions
ORANGE = Interviewer instructions
GREEN = comments about purpose of question/issues to be resolved
QUOTAS AS PER FOLLOWING TABLES:
Location / Metro(N) / Non-Metro
(N) / Regional boost / Total
P/
codes / N
NSW / 378 / 141 / TBA / 100 / 619
VIC / 298 / 99 / TBA / 100 / 497
QLD / 193 / 130 / TBA / 100 / 423
SA / 86 / 32 / TBA / 30 / 148
WA / 117 / 47 / TBA / 30 / 194
NT / 9 / 7 / TBA / 20 / 36
ACT / 26 / 0 / TBA / 0 / 26
TAS / 24 / 13 / TBA / 20 / 57
Total / 1131 / 469 / 400 / 2,000
Age / N
18-24 / 265
25-34 / 368
35-44 / 373
45-54 / 356
55-64 / 293
65-74 / 184
75+ / 161
Total / 2,000
Gender / N
Male / 995
Female / 1,005
Total / 2,000
INTRODUCTION
Hello, my name is [INTERVIEWER].
I’m calling on behalf of the Australian Communications and Media Authority, the Commonwealth Government agency responsible for regulating telecommunications in Australia.
The Authority has commissioned Ipsos-Eureka, where I work, to carry out an important study about consumer attitudes and use of telecommunications services.
We would like to include the views of someone in your household and I was hoping to speak to the person in your household who is 18 years or over and who last had a birthday?
The survey is voluntary and totally anonymous. It should only take up 15 minutes of your time.
Are you able to participate in the survey?
IF YES, CONTINUE
IF TIME INCONVENIENT, ARRANGE CALL BACK BEFORE [END OF FIELDWORK DATE]
[IF QUERIED ABOUT BONA FIDES OF RESEARCH: I can provide the names of people who will verify the legitimate nature of this research project. The first is the Australian Market and Social Research Society enquiry line on 1300 36 4830. The second is one of the research team at Ipsos-Eureka, Christina Falsone, on (02) 9900 5122.]
SECTION S: SCREENING/QUOTAS
Great. Thanks. Before we get started I just need to confirm a few details to make sure we include a broad spread of people in this research.
S1. [RECORD GENDER. CHECK QUOTAS]
S2.Could you please tell me into which of the following age ranges you fall? [READ OUT. SINGLE RESPONSE. CHECK QUOTAS]
Under 18 years------0 [TERMINATE]
18-24 years------1
25-34------2
35-44------3
45-54------4
55-64------5
65-74------6
75 and over------7
[DNRO] Refused ------99 [TERMINATE]
S3.And can I please confirm your postcode? [RECORD POSTCODE. CHECK QUOTAS]
[TERMINATION SCRIPT: Thank you for being willing to participate, but we have already filled our quota of interviews with people in your category.]
SECTION 1: OVERALL COMMUNICATIONS
1.1.Which of the following communication services do you currentlyuse? [READ OUT. MULTI]
Fixed-line/Home telephone calls------1
Mobile phone calls------2
Texting from a mobile phone------3
Voice calls from a public payphone ------4
Texting from a public payphone------5
Internet telephony (eg VoIP, Skype) ------6
Social networking (e.g. Facebook, Blogging)------7
Instant messaging------8
Email------9
SECTION 2: INTERNET
2.1.Thinking now about the internet. Doesyour household have internet access? [DNRO. SINGLE RESPONSE]
Yes------1
No------2 [GO TO 2.4]
Don’t know------99[GO TO 2.4]
2.2.There are two main types of internet access you can have at home - dial-up and broadband. Does your household have dial-up or broadband internet access? [DNRO. SINGLE RESPONSE]
Dial-up------1[GO TO 2.4]
Broadband------2 [GO TO 2.3]
Don’t know------99[GO TO 2.4]
2.3.What type or types of broadband internet connections does yourhousehold have? [READ OUT. MULTIPLE RESPONSE]
ADSL (using a broadband modem connected to a telephone line)------1
Cable (using a broadband modem connected to a coaxial or fibre optic cable)---2
Mobile Wireless Broadband (using a PC card or USB stick with a built-in antenna that plugs into your laptop computer. This does not mean accessing the internet on your mobile phone) 3
Fixed Wireless(accessing a radio signal from an external Wireless Internet Service Provider typically using an antenna mounted to the outside of a house. This does not mean accessing your home’s fixed modem using your laptop’s WIFI) [INTERVIEWER NOTE: THAT SHOULD BE CODED UNDER 1]) 4
Satellite (Internet Access via Satellite Relay)------5
[DNRO]DON’T KNOW------99
2.4How often do you access the internet for personal use? This may include accessing the internet at work or anywhere else for personal reasons. Would you say it’s..[READ OUT.SINGLE RESPONSE]
Several times a day------1
Once a day------2
4–6 days a week------3
2–3 days a week------4
Once a week------5
Once or twice a month------6
Less than once a month, or------7
Never------8 [IF 2.1=1,GO TO 2.9. IF 2.1=2 OR 99, GO TO SECTION 3]
2.5.[IF 1 to 7 AT 2.4] Do you regularly use the internet at a place other than your home? [SINGLE RESPONSE]
Yes------1
No------2 [GO TO 2.7]
2.6. [IF 1 AT 2.5] Where,apart from your home, do you regularly access the internet? Do you access it at… [MULTIPLE RESPONSE]
Work------1
At an educational institution ------2
Library ------3
Internet café------4
Friend/relative’s place------5
Wireless/WIFI hotspots------6
On your mobile phone------7
Anywhere else? [RECORD VERBATIM]------8
2.7[IF 1 to 7 AT 2.4] 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 each of them in the last six months. [READ OUT.RANDOMISE ACTIVITIES 1-11. MULTIPLE RESPONSE]
Sending or receiving Email------1
General web browsing or surfing ------2
Using the internet to research or gather information------3
Using social networking sites such as Facebook, LinkedIn------4
Banking or paying bills online------5
Buying or selling goods or services------6
Using the internet to work from home or study------7
Streaming video or audio content ------8
Downloading video or audio content ------9
Online gaming------10
Accessing or submitting information to government websites or services------11
[DNRO]NONE OF THESE------98
2.8 [IF 1 to 7 AT 2.4] More specifically, have you performed any of these online activities in the last six months?
Accessed online radio stations------1
Used webmail services such as Hotmail, Gmail or Yahoo!Mail------2
Stored personal photos online------3
Used applications such as Google documents or Adobe Photoshop Express------4
Stored personal video online------5
Paid to store computer files online------6
Backed up your hard drive to an online site------7
[DNRO]NONE OF THESE------98
2.9[ASK IF 1 AT 2.1] How satisfied or dissatisfied are you with each of the following aspects of your home Internet service? [READ OUT ITEM]Would you say you are very satisfied, satisfied, neither satisfied nor dissatisfied, dissatisfied or very dissatisfied? [RANDOMISE ITEMS B TO F. REPEAT FOR EACH ITEM A TO F.]
Very satisfied / Satisfied / Neither / Dissatisfied / Very dissatisfied / [DNRO] Don’t Knowa / Your internet service overall / 1 / 2 / 3 / 4 / 5 / 99
b / Your internet provider’s level of customer service / 1 / 2 / 3 / 4 / 5 / 99
c / The reliability of your internet service / 1 / 2 / 3 / 4 / 5 / 99
d / The cost of your internet service / 1 / 2 / 3 / 4 / 5 / 99
e / The amount and type of information provided on bills / 1 / 2 / 3 / 4 / 5 / 99
f / The data speed of your service / 1 / 2 / 3 / 4 / 5 / 99
2.10[ASK IF 1 AT 2.1] Apart from when you may have moved house, has your household changed the company that provides any of your home internet services in the last 12 months?[SINGLE RESPONSE]
Yes------1
No------2 [GO TO 2.12]
[DNRO]Don’t know------99 [GO TO SECTION 3]
2.11[ASK IF 1 AT 2.10] What is the main reason your household changed supplier for your internet service? [DNRO. SINGLE RESPONSE]
To get a cheaper or better deal------1
To upgrade to broadband------2
To get a faster connection speed------3
Dissatisfied with customer service------4
To bundle/package with other services------5
New provider offered unlimited downloads------6
New provider offered unlimited hours------7
New provider offered other incentives (eg free modem)------8
Previous provider was not available in the area------9
Wasn’t locked into a fixed-term contract------10
Other [RECORD VERBATIM]------11
[DNRO]Don’t know------99
2.12 [ASK IF 2 AT 2.10] What is the main reason your householdhas not considered changing supplier for your internet service? [DNRO. SINGLE RESPONSE]
Happy with current provider------1
Tied into a contract------2
Have a bundle of services so hard to switch------3
Can not be bothered switching provider------4
Other [RECORD VERBATIM]------5
[DNRO]Don’t know------99
SECTION 3: Telecommunications and VoIP
[INTERVIEWER NOTE: PRONOUNCE AS “VOYP” THROUGHOUT, DO NOT SPELL OUT LETTERS]
3.1 [ASK IF 6 AT 1.1] You said earlier that you use Internet telephony, or VoIP. Do you use a VoIP service at home, where telephone calls are made over your home internet connection?
[IF NECESSARY] Skype is an example of a VoIP service.
[IF NECESSARY] VoIP stands for Voice over Internet Protocol. VoIP can be used with a software phone that makes calls through your computer, or with your landline telephone handset plugged into a special adaptor such as BoB.
Yes------1
No------2 [GO TO NEXT SECTION]]
Don’t know------99 [GO TO NEXT SECTION]
3.2.[ASK IF 1 AT 3.1] Which of the following devices do you use to access VoIP? [MULTI, READ OUT]
PC or laptop (using a microphone, headset or USB device connected to your computer) 1
Telephone handset (using a voice box/adaptor or an internet phone such as BoB) 2
Mobile phone------3
[DNRO] Don’t know------99
3.3.[ASK IF 1 AT 3.1] Which of the following types of calls do you make using VoIP? [MULTI, READ OUT]
Local calls------1
Long distance calls within Australia------2
Calls to mobiles------3
International calls------4
Video calls------5
[DNRO] Don’t know------99
3.4 [ASK IF 1 AT 3.1] Overall, how satisfied or dissatisfied are you with the VoIP services you have? Would you say you are… [READ OUT, SINGLE]
Very satisfied------1
Satisfied ------2
Neither satisfied nor dissatisfied------3
Dissatisfied------4
Or, very dissatisfied?------5
[DNRO] Don’t know------99
SECTION 4: Bundling
4.1.[ALL] A couple of questions now on bundled communications services. Many communications providers offer bundled services, where incentives are offered to customers when more than one service is received from the provider. For example, phone plus internet, phone plus pay TV, etc. Has your household opted for bundled services of this type?[SINGLE]
Yes------1
No------2 [GO TO 5.1]
Don’t know------99 [GO TO 5.1]
4.2.------And what communications services are bundled for your household? Do these include… [READ OUT, ACCEPT MULTI]
Fixed line phone------1
Mobile phone------2
Internet------3
Pay TV------4
VoIP------5
IPTV------6
Anything else? [RECORD VERBATIM]------7
[DNRO] Don’t know------99
SECTION 5: Fixed line and voice communication preferences
Now I’d like to ask a few questions about your home’s fixed line telephone service.
5.1. [ASK ALL] How satisfied or dissatisfied are you with each of the following aspects of your household’s fixed line telephone service? [READ OUT ITEM] Would you say you are very satisfied, satisfied, neither satisfied nor dissatisfied, dissatisfied or very dissatisfied [RANDOMISE ITEMS B TO F. REPEAT FOR EACH ITEM A TO F]
Very satisfied / Satisfied / Neither / Dissatisfied / Very dissatisfied / [DNRO] Don’t KnowA / Your fixed line phone service overall / 1 / 2 / 3 / 4 / 5 / 99
B / The customer service provided by your phone line provider / 1 / 2 / 3 / 4 / 5 / 99
C / The reliability of your fixed line service / 1 / 2 / 3 / 4 / 5 / 99
D / Call costs for your fixed line service / 1 / 2 / 3 / 4 / 5 / 99
E / The amount or type of billing information provided for your fixed line service / 1 / 2 / 3 / 4 / 5 / 99
F / The cost of line rental / 1 / 2 / 3 / 4 / 5 / 99
5.2. [ASK ALL] Apart from when you have moved house, have you or your household changed the company that provides any of your home fixed line phone services in the last 12 months?
Yes ------1
No------2 [GO TO 5.4]
Don’t know------99 [GO TO SECTION 6]
5.3. [ASK IF 1 AT 5.2] What is the main reason you changed supplier for your home fixed line service? [DNRO. SINGLE RESPONSE]
Call charges generally too expensive ------1
Wanted to purchase a bundle of services (e.g. landline, broadband and TV)-----2
Got a cheaper package elsewhere/ better deal/competitive prices ------3
Line rental too expensive ------4
Local call charges too expensive ------5
Poor service / negative mention of previous company - general mention ------6
National call charges too expensive ------7
Poor operator service when call Customer Services ------8
Poor line quality/ interference/ crossed line------9
Other [RECORD VERBATIM]
Don’t know------99
5.4 [ASK IF 2 AT 5.2] What is the main reason your householdhas not considered changing supplier for your home fixed line service? [DNRO. SINGLE RESPONSE]
Happy with current provider------1
Tied into a contract------2
Have a bundle of services so hard to switch------3
Can not be bothered switching provider------4
Other [RECORD VERBATIM]------11
Don’t know------99
SECTION 6: Mobile phones
6.1.[ASK IF NOT 2 AND NOT 3 AT 1.1] You indicated earlier that you do not personally use a mobile phone. Why do you not use a mobile phone? [DNRO. MULTIPLE RESPONSE]
I see no need for one------1
I don’t know how to use one------2
It is too difficult------3
It is too expensive------4
Someone else in the house has a mobile phone------5
Other [RECORD VERBATIM]------6
6.2. [ASK IF 2 OR 3 AT 1.1] You indicated earlier that you personally use a mobile phone. Is your primary mobile phone a…[READ OUT. SINGLE]
Pre-paid mobile service, or------1
A post-paid mobile service------2
DON’T KNOW[DNRO]------3
6.3[ASK IF 2 OR 3 AT 1.1] Which one of the following best describes who pays your mobile phone bill?[INTERVIEWER NOTE: If they have more than one mobile phone please answer in relation to the mobile phone that they use most often for personal purposes][READ OUT. SINGLE]
You pay the bill------1
Someone else in your household pays the bill------2
Your employer pays the bill------3
You pay the bill and are reimbursed by your employer------4
SOMETHING ELSE[DNRO. RECORD VERBATIM]------5
6.4.------[ASK IF 2 OR 3 AT 1.1]Is your primary mobile phone handset capable of accessing 3G services (such mobile TV, video calling and internet access)?[SINGLE]
Yes------1
No------2
Don't know------99
6.5.[ASK IF 2 OR 3 AT 1.1]------Is your primary 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][SINGLE]
Yes------1
No------2
Don't know------99
6.6.------[ASK IF 2 OR 3 AT 1.1]And have you accessed the internet via your mobile phone in the last six months? [SINGLE]
Yes------1 [GO TO 6.8]
No------2 [GO TO 6.7]
Don't know------99 [GO TO 6.9]
6.7. ------[ASK IF 2 AT 6.6] Why haven’t you accessed the internet using your mobile phone in the last six months? [DNRO. MULTI]
It’s too expensive------1
I don’t know how------2
I don’t need/want to------3
The screen is too small------4
It’s too hard to navigate around the internet with the buttons------5
I don’t have time------6
Computer/Laptop is easier to use------7
Poor coverage/reception------8
Internet speed is too slow------9
Not included in my plan------10
Other [RECORD VERBATIM]------11
Don’t know------99
6.8. ------[ASK IF 1 AT 6.6] In the last six months, when you accessed the internet on your mobile phone was it…?[READ OUT. MULTI]
At home using your home internet connection (using a wireless router or wireless LAN) 1
At home using your mobile phone service------2
Outside the home via your mobile phone service------3
Outside the home using a Wi Fi hotspot------4
Don’t know------99
6.9. ------[ASK IF 2 OR 3 AT 1.1] I am now going to read out a range of mobile phone-based activities, and I’d like you to indicate whether you’ve performed each of them in the last six months. [RANDOMISE A TO I. READ OUT. MULTI]
Yes / No / Don’t KnowA / Sent or received SMS / 1 / 2 / 99
B / Sent or received picture/photo messages (MMS) / 1 / 2 / 99
C / Taken photos or videos / 1 / 2 / 99
D / Used Bluetooth applications / 1 / 2 / 99
E / Used GPS Navigation / 1 / 2 / 99
F / Played games, either online or existing on the phone / 1 / 2 / 99
G / Listened to music, through radio or MP3 / 1 / 2 / 99
H / Made VoIP calls / 1 / 2 / 99
I / Video calls / 1 / 2 / 99
J / NONE OF THESE [RECORD BUT DO NOT READ OUT] / 1 / 2 / 99
6.10.[ASK IF 1 AT 6.6] And what about any of these activities using the internet on your mobile phone? [RANDOMISE ACTIVITIES A to H. READ OUT. MULTI]
Yes / No / Don’t KnowA / Accessed news, sport and weather updates / 1 / 2 / 99
B / Browsing websites or searching for information using Google, Bing etc / 1 / 2 / 99
C / Sent or received email / 1 / 2 / 99
D / Streamed audio or video content / 1 / 2 / 99
E / Downloaded audio or video content / 1 / 2 / 99
F / Used a social networking site like Facebook, LinkedIn / 1 / 2 / 99
G / Purchased goods or services / 1 / 2 / 99
H / Paid bills / 1 / 2 / 99
I / NONE OF THESE [RECORD BUT DO NOT READ OUT] / 1 / 2 / 99
6.11. [ASK IF 1 AT 6.6] Would you say that you use mobile phone internet more often, less often or the same amount as your other personal internet connection/s?[SINGLE]
Use mobile phone internet MORE often------1
Use mobile phone and other internet connection equally------2
Use mobile phone internet LESS often------3
Don’t know------99
6.12.[ASK IF 2 OR 3 AT 1.1] Apart from when you have moved house, have you changed the company that provides your mobile phone services in the last 12 months?[SINGLE]
Yes------1
No------2 [GO TO 7.1]
Don't know------99 [GO TO 7.1]
6.13. [ASK IF 1 AT 6.12] What is the main reason you changed supplier for your mobile phone service? [DNRO. SINGLE]
Better network coverage------1
Cheaper rates------2
Capped plan------3
Free or discounted handset------4
Free call time------5
Dissatisfied with service from previous provider------6
To be on the same network as family/friends------7
Wasn’t locked into a fixed-term contract------8
Other[RECORD VERBATIM]------9
Don’t know------99
SECTION 7: E-commerce
7.1.[ASK IF 1-7 AT 2.4]Have you purchased any goods and services online in the last 6 months?
Yes------1
No------2 [GO TO 7.9]
Don't know------99 [GO TO 8.1]
7.2. ------[ASK IF 1 AT 7.1]In the last 6 months, how many times have you bought goods and/or services over the internet for personal use?[READ OUT]
[INTERVIEWER NOTE: If asked, this means goods or services that were actually ordered over the internet, and does not include simply paying bills, or doing online banking.]
1–5 times------1
6–10 times------2
11–15 times, or------3
more than 15 times------4
[DNRO] Don’t know------5
7.3[ASK IF 1 AT 7.1] I’m going to read out a list of items you might have bought online.For each item can you tell me if you purchased it online in the last six months? [READ OUT ITEM. RANDOMISE ITEMS] [SINGLE]
Yes / No / [DNRO] Don’t KnowA / Books/ Magazines/ Newspapers / 1 / 2 / 99
B / Event/concert/movie tickets / 1 / 2 / 99
C / Travel goods including tickets and accommodation / 1 / 2 / 99
D / Clothing/shoes / personal items (including cosmetics) / 1 / 2 / 99
E / Food/groceries/alcohol / 1 / 2 / 99
F / Household goods including furniture/ electrical appliances/ computer equipment / 1 / 2 / 99
G / Communications technology including mobile phones, fax machines, pager / 1 / 2 / 99
H / CDs/DVDs / 1 / 2 / 99
I / Audio or video content to download or stream / 1 / 2 / 99
J / NONE OF THESE [RECORD BUT DO NOT READ OUT] / 1 / 2 / 99
7.4. [ASK IF 1 AT 7.1] What are the main reasons you buy goods or services online? [DO NOT READ OUT. MULTI]