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Annex C - Consumer Survey Questionnaire

Q1. SHOWCARD Which of the companies on this card does your household use for your home fixed line telephone services? If you use more than one fixed line supplier, please tell me the names of all that you use. Please do not count mobile phone companies.

CODE ALL THAT APPLY

• BT
• NTL
• Telewest
• Other
• Cable (Code only if 'cable' mentioned but not company name)
• Don't know
• No fixed line phone

Q2. SHOWCARD Which of these best describes how often, if at all, you phone each of the following directory enquiry services from either a mobile or fixed phone?

SINGLE CODE.

1. National directory enquiries?
2. International Directory enquiries?

• Daily
• At least once a week
• At least once a month
• At least once a year
• Less frequently than once a year
• Never
• Don't know

Q3. New numbers for directory enquiry services have been introduced for both national and international directory services, which of the following would you say best describes whether you were aware of this before now?

1. National directory enquiries?

READ OUT. SINGLE CODE ONLY

1. I was aware that new numbers were being introduced but was not aware that they were already available
2. I was aware that new numbers had already been introduced
3. I was not aware that new numbers had been introduced
4. Don't know/ None of these

Q4. Which, if any, of the new national directory enquiry numbers can you recall?

UNPROMPTED

Q5. SHOWCARD And which if any, of these new directory enquiry numbers do you recognise?

MULTICODE

• 118 000
• 118 111
• 118 118
• 118 119
• 118 141
• 118 180
• 118 192
• 118 247
• 118 404
• 118 429
• 118 500
• 118 505
• 118 622
• 118 800
• 118 811
• 118 878
• 11 88 66
• 11 88 88
• None
• Don't know

Q6 SHOWCARD Which if any, of the new directory enquiry numbers have you called?

MULTICODE

• 118 000
• 118 111
• 118 118
• 118 119
• 118 141
• 118 180
• 118 247
• 118 404
• 118 429
• 118 500
• 118 505
• 118 800
• 118 811
• 118 878
• 11 88 66
• 11 88 88
• Other 118 number (specify)
• Other NON 118 number (specify)
• None
• Can't remember which I've called
• Can't remember whether I've called any of them
• Have not called any of them
• Don't know

ASK ALL WHO HAVE CALLED MORE THAN ONE LISTED NUMBER

Q7. SHOWCARD And which of those numbers do you use most often?

SINGLE CODE ONLY

• 118 000
• 118 111
• 118 118
• 118 119
• 118 141
• 118 180
• 118 247
• 118 404
• 118 429
• 118 500
• 118 505
• 118 800
• 118 811
• 118 878
• 11 88 66
• 11 88 88
• Use each the same
• Use each for different reasons
• None of these
• Don't know

ASK ALL WHO USE ONE LISTED NUMBER MOST OFTEN

Q8a. Why did you decide to use that particular number?DO NOT READ OUT. CODE ALL THAT APPLY.

ASK ALL CAN REMEMBER THE NUMBERS THEY USED BUT HAVE NOT CHOSEN ONE TO USE MORE FREQUENTLY

Q8b. Why did you decide to use those particular numbers?DO NOT READ OUT.

ASK ALL WHO USE ONE LISTED NUMBER MOST OFTEN

Q9. SHOWCARD PHONE5 How satisfied are you with the overall service provided by [ ]READ OUT SINGLE CODE ONLY

1. Very satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Very dissatisfied
6. Don't know/Can't remember
   
   

ASK ALL WHO EVER CALL DIRECTORY ENQUIRIES

Q10. The national 192 and international 153 directory enquiry numbers were withdrawn from service at the end of August 2003. Where did you - or do you think you will - find out what the new directory enquiry numbers are?

DO NOT READ OUT.

ASK ALL

Q11.Since the introduction of the new directory enquiry numbers, would you say you are now calling national directory enquiries more frequently, less frequently or about the same amount as you did before the old directory enquiry number was withdrawn? READ OUT IF NECESSARY. SINGLE CODE.

1. More frequently
2. About the same
3. Less frequently
4. Too early to say
5. Don't know

ASK ALL WHO CALL DIRECTORY ENQUIRIES MORE FREQUENTLY THAN THEY DID BEFORE THE OLD NUMBER WAS WITHDRAWN

Q12. For what reasons do you think that you now call directory enquiries more frequently than you used to? DO NOT READ OUT

ASK ALL WHO CALL DIRECTORY ENQUIRIES LESS FREQUENTLY THAN THEY DID BEFORE THE OLD NUMBER WAS WITHDRAWN

Q13. For what reasons do you think that you now call directory enquiries less frequently than you used to? DO NOT READ OUT. CODE ALL THAT APPLY.

Q14. And where, if anywhere, do you now look for telephone numbers instead of calling directory enquiries? DO NOT READ OUT

ASK ALL AWARE OF INTRODUCTION OF NEW NUMBERS

Q15. Which of the following statements best describes your understanding of the new directory enquiries numbers? READ OUT. ROTATE. SINGLE CODE ONLY.

1. All the new numbers charge the same price as each other and offer the same services
2. The new numbers charge a range of different prices and offer different services
3. The new numbers charge a range of different prices and all offer the same services
4. All the new numbers charge the same price as each other and offer different services
5. Don't know

ASK ALL WHO USE ONE LISTED NUMBER MOST OFTEN

Q16. You said that you use (READ OUT TELEPHONE NUMBER) most often, can you tell me approximately how much do you think it costs in total to call this number from a fixed phone line? DO NOT READ OUT AMOUNT. SINGLE CODE ONLY

Q17. SHOWCARD And how do you think this compares to the cost of calling the old 192 directory enquiry service, is it more expensive, less expensive or about the same cost? SINGLE CODE ONLY

1. More expensive
2. About the same cost
3. Less expensive
4. Don't know

ASK ALL
Q18. Approximately how much do you think it costs to call the old 192 directory enquiries number from a fixed phone line? DO NOT READ OUT. SINGLE CODE.

ASK ALL AWARE OF INTRODUCTION OF NEW NUMBERS
Q19. Which of the following statements best describes in general how the cost of each of the new directory enquiry services compares to the cost of the old 192 service? READ OUT. ROTATE. SINGLE CODE ONLY.

1. All the new numbers are more expensive than 192
2. All of the new numbers are cheaper than 192
3. All of the new numbers cost the same as 192
4. Some of the new numbers are cheaper, some cost the same, and some are more expensive than 192
5. Don't know

Q20. SHOWCARD Many of the new directory enquiry providers offer extra services in addition o simply giving you the number you request. Please can you tell me whether or not you have heard of each of the following services listed on this card? CODE ALL THAT APPLY.

1. Number sent by text to your mobile
2. Number emailed to you
3. Onward connection to the number requested
4. Request for more than one number
5. Searches for specific services such as a taxi firm or electrician
6. Cinema listings
7. Television listings
8. Connect you to a neighbour of someone you know
9. Connect you to someone living at the same address as the person you want to call
10. Providers listing specialist gay services
11. Service provided in Welsh
12. Standard directory enquiry: asking for telephone number without any other service
13. None of these
14. Don't know

Q21. SHOWCARD And for each of these, please tell me whether you have used the service?

1. Number sent by text to your mobile
2. Number emailed to you
3. Onward connection to the number requested
4. Request for more than one number
5. Searches for specific services such as a taxi firm or electrician
6. Cinema listings
7. Television listings
8. Connect you to a neighbour of someone you know
9. Connect you to someone living at the same address as the person you want to call
10. Providers listing specialist gay services
11. Service provided in Welsh
12. Standard directory enquiry: asking for telephone number without any other service
13. None of these
14. Don't know

Q22. Please tell me for each of the following services, how likely you are to use them in the future. READ OUT. ROTATE. SINGLE CODE FOR EACH.

• Very likely
• Likely
• Unlikely
• Very unlikely
• Don't know

1. Standard directory enquiry: asking for telephone number without any other service
2. Requesting more than one number
3. Number sent by text to your mobile
4. Number emailed to you
5. Onward connection to the number requested
6. Searches for specific services such as a taxi firm or electrician
7. Cinema listings
8. Television listings
9. Connect you to a neighbour of someone you know
10. Connect you to someone living at the same address as the person you
    want to call
11. Providers listing specialist gay services
12. Service provided in Welsh

Q23. I'm now going to read out some statements about the introduction of these new 118 directory enquiry numbers. Please tell me the extent to which you agree or disagree with each one? READ OUT STATEMENTS. ROTATE. SINGLE CODE FOR EACH.

• Strongly agree
• Agree
• Neither agree nor disagree
• Disagree
• Strongly disagree
• Don't know

1. Having different directory enquiry providers available means I can choose the best service for my needs
2. The extra services offered by some of the new directory enquiries providers are or will be really useful to me
3. I do/will only call one number for directory enquiries, so having a wide choice of numbers and services is not important to me
4. Competition between the different directory enquiry services will lead to an improvement in the quality of the services they provide
5. Competition between the different directory enquiry services will lead to the costs of these services coming down

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