MBR_ISSUE 41_Cover_LOW

Malta Business Review
SURVEY: CONSUMER PERCEPTION FIXED BROADBAND
MCA CONSUMER PERCEPTIONS SURVEY –
FIXED BROADBAND
Main survey findings
The MCA is hereby publishing the findings
of a survey gauging consumer perceptions
based on their experience of fixed broadband
services offered in Malta. The variables
assessed include the level of satisfaction with
the products and services being purchased,
the sensitivities to price changes and switching
providers, and the overall experience with
customer care related to faults.
The survey, which was limited to residential
users, was carried out by Grant Thornton
via telephone interviews. A total of 903
randomly selected respondents participated
in this survey.
The survey explored the quality of fixed
broadband connection and the overall
experience with OTT-based services
accessed via fixed broadband. Survey
questions also focused on the features
sought when purchasing a fixed broadband
connection, the tendency of end-users to
test download speeds and the addition of
over- the-top (OTT) services over a fixed
broadband connection.
Proportion of households with fixed
broadband access on the rise
According to the survey results, a total of
94% of household respondents claim to have
access to fixed broadband at their place of
residence. This represents a 17 percentage
point increase over the 2015 survey.
Just 6% of household respondents say that
they do not have access to fixed broadband,
as the service is unnecessary or ‘too
complicated to use’. Moreover, the majority
of respondents not having a fixed broadband
connection stated that they would not be
purchasing a connection over the next 6
month period.
Knowledge of headline download speed
remains low
Despite download speed ranking 2nd in
priority as a factor influencing type of fixed
broadband purchase, only 28% of respondents
with a fixed broadband connection are aware
of the headline download speed supported
by their connection. A lack of awareness
of headline download speeds has been
observed consistently even in surveys carried
out in 2013 and 2015. Nevertheless, the 2017
figure concerning headline download speed
awareness represents an improvement, up
from 19% in 2013.
More households with fast and ultra-fast
download speeds
Fast download speeds correspond to
fixed broadband connections supporting
a download speed of between 30Mbps
but less than 100Mbps whilst ultra-fast
download speeds correspond to those
connections supporting download speed of
100Mbps or more.
Compared to 2015, the 2017 survey
findings show a big rise in the proportion
of households owning fast and ultra-fast
broadband connections. In the former case,
a 23 percentage point increase has been
registered, whilst in the latter case an 18
percentage point increase was recorded.
A big proportion of household respondents
do not recall their applicable monthly
access fee
46% of household respondents were unable
to identify their monthly expenditure on their
Type of purchase by advertised download speed
Number of respondents knowing the download speed of their
fixed broadband connection – 234
i.e. 28% of all respondents with a fixed broadband connection at
home
21%
46%
18%
21%
25%
32%
2015 2017
21%
Downlo
Are ava
Number
Yes
Price is a key factor determining consumer
choice
37% of respondents stated that price was
their primary concern when purchasing a
fixed broadband service followed by internet
download speed at 32%.
22% of household respondents also say that
the availability of fixed broadband in a bundle
was important in their purchase choice.
4%
Less than
10Mbps
10Mbps to
30Mbps
31Mbps to
50Mbps
9%
51Mbps to
100mbps
3%
>100Mbps
No
Continued on pg 20
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