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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 18
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