'How to access the Internet at home' and 'Getting the best from your mobile phone service'

Contents

Chapter 1 Introduction

Chapter 2 Summary

Chapter 3 Main findings

Annex A Questionnaires

Chapter 1

Introduction

1.1 The consumer guides How to access the Internet at home and Getting the best from your mobile phone service were published on 8 September 2002 http://www.oftel.gov.uk/press/releases/2002/pr53_02.htm.The guides advised on the range of things to consider when buying mobile and Internet services, and were aimed especially at those new to the Internet and less familiar with mobile phone services and tariffs.

1.2 This research aimed to identify why consumers requested the guides, what they liked or disliked about them, what other topics they would have liked to have seen covered and whether they had or planned to take any action as a result of the information in the guides. It supplements research conducted prior to publication which examined whether the content met consumer’s needs and whether the design was complimentary to the content (http://www.oftel.gov.uk/publications/research/2003/mobleaf0403.pdf and http://www.oftel.gov.uk/publications/research/2003/intleaf0403.pdf). The findings are broadly consistent with this research.

1.3 By mid October 2002, when the research took place, Oftel had received 76 calls or emails from individual consumers to request the Internet guide (there were an additional 75 requests from libraries etc). 26 of these agreed to take part in the interview. Most heard about the guide through the media – three quarters through a newspaper/ magazine, TV or radio.

1.4 143 calls or emails were received from individual consumers requesting the mobile guide by mid October 2002 (there were an additional 63 requests from libraries etc). The leaflets were also available in Vodafone stores. 60 consumers who telephoned Oftel or who collected the leaflet in a Vodafone store (Oxford Street, Bluewater, Watford) agreed to take part in the interview. Most first heard about the guide through a newspaper/ magazine or TV.

1.5 It should be noted that both guides are also available on Oftel’s website http://www.oftel.gov.uk/publications/consumer/consguides/ and in public libraries. Mobile leaflets were also available in Link stores and Internet leaflets via UK Online. This research examines only those who requested the leaflet by telephone and those who collected a mobile leaflet from Vodafone stores.

1.6 Telephone interviews were carried out by Continental Research between 2 and 14 October 2002. Further research was carried out three months later to examine changes in consumer behaviour as a result of information in the leaflets. These follow up interviews were conducted by Continental Research between 9 and 17 January 2003, with respondents who had agreed to be recontacted.

1.7 All 26 who were contacted in October had received their Internet guide. Of the 33 who had requested the mobile guide from Oftel, 1 had yet to receive it.

1.8 Results should be treated qualitatively as sample sizes are small.

1.9 The sample for the research into the Internet guide consisted of 26 consumers. About three quarters were men and over half were aged over 55. There was a fairly even split between those who have Internet access at home and those who do not and about 6 in 10 accessed the Internet at least once a month. The follow up interview sample in January had a broadly similar spread of respondents.

1.10 The sample for the research into the mobile guide consisted of 60 consumers. About 7 in 10 were men and nearly half were aged over 55. The majority of the sample (8 in 10) own or have access to a mobile phone about of third of these had had their mobile for less than a year. About 6 in 10 used a post pay package. The follow up interview sample in January had a broadly similar spread of respondents.

Chapter 2

Summary of key findings

Internet guide

• Overall 9 in 10 found the guide useful
• In total about half had done something as a result of the information or planned to do so in the future. Actions taken included connecting to the Internet and advising others about Internet service. Most thought that the information would be useful in the future, especially in helping in choice of ISP.
• The design and length of the leaflet received largely positive feedback. Some suggested that more detail should be included, which would of course impact on length.
  
• The clarity of the writing within the leaflet was well received and it was easy to understand– many made positive comments.
  
• The leaflet contained all of the information that some people needed. However others found that it told them nothing new and required more detail. Although the leaflet refers to several other information sources perhaps it would be worthwhile in the future to provide specific pointers within the text, for example More information on ISPs can be found at ...
  
• Information on pricing and security were mentioned as other areas that readers would like to have seen covered.
  
• Places mentioned most often where people thought that this information should be available were libraries, Internet cafes, computer/electrical stores and supermarkets.
• Follow up interviews three months later reinforced October’s findings. Some who had not taken any action as a result of the leaflets in October had gone on to do so.

Mobile guide (see note one below)

• Overall three-quarters found the guide useful.
  
• In total just over half had done something as a result of the leaflet or planned to in the future. Actions taken included changing supplier, changing tariff, advising someone else and choosing a new mobile. Planned action included switching network or tariff, and buying a mobile.
  
• The main reasons for getting the guide included finding out more about prices, different networks and usage abroad, for information to help when thinking about getting a mobile phone or switching supplier, being handed it by shop staff or the cover ‘catching the eye’.
• The design/layout of the guide received positive comments; clear and easy to follow.
• The level of detail received a mixed response, depending on needs. Some felt it was just right, others thought that there was not enough detail.
• Sections within the guide identified most often as useful included information on changing SIM card and details of where further information could be found.
• Some, inevitably, commented that they would have found it useful if the leaflet had included price comparisons. There were a few areas that individuals identified that they would have liked to have seen covered, including rental, tariffs, differences between networks, text messages, geographic coverage and what happens if your mobile phone is stolen.
• Places mentioned most where people thought that this information should be available were mobile phone shops, libraries and supermarkets.
• Follow up interviews three months later reinforced October’s findings. Some who had not taken any action as a result of the leaflets in October had gone on to do so.

Figure 2a – Summary results - all Internet research respondents (Base: 26)

Figure 2b – Summary results - all mobile research respondents (Base: 60) (see note two below)

Note:

1. Due to differences in the two samples the findings are not directly comparable.
2. Due to differences in the two samples the findings are not directly comparable.

Chapter 3

Main findings

Internet guide

3.1 Most respondents first heard about the Internet guide through the media – nearly three-quarters from a newspaper/magazine, TV or radio. Other sources mentioned were libraries and word of mouth.

Reasons for requesting Internet leaflet

3.2 4 in 5 of those who requested the leaflet did so solely for personal use. 15% requested it for someone else, while 1 in 10 requested it for themselves and somebody else.

3.3 Main reasons given for requesting the leaflet were…

General information

"Curiosity…when I see something that offers information I tend to be interested in it"

"Just to see what they had to say. Just general information"

Buying or considering buying a computer

"We are actually thinking of buying a computer and getting on the Internet. I just wanted to know more about it. Generally what the whole thing is about"

"Purchasing my first computer and I wanted advice on how to access the Internet and surfing the web"

To find out more about service providers

"I was looking for information on ISPs, what they do, how they work"

"I wanted to compare the prices of ISP’s"

To find out about different payment options

"To find out the economical and safe way of connecting to the Internet. Whether to go Pay as you go or monthly subscription"

"Pay per minute or weekly/monthly"

To find out about cost of using/best value for money

"I wanted to know what service to get. So many companies provide services and I wanted to know who would give me the best value for money"

To find out how to get onto the Internet

"Because I’ve got a new computer and wanted to find out how to get on the Internet"

Opinion on the Internet leaflet

3.4 Three-quarters of those who requested the leaflet had looked at it – the majority of whom had looked at most of it, but hadn’t referred to it again since. Most had no further use for it or had not had the time. 1 said that it had been a useful starting point, and now got information from another source.

3.5 Of those who had not yet looked at the leaflet (a quarter) most said that they were likely to do so. Two respondents were recontacted in January who had not looked at the leaflet in October – both of these had looked at the leaflet since.

3.6 Most (8 in 10) had filed the leaflet away for reference, 1 in 10 had passed the leaflet on to someone else, only one person had left it lying around and would throw it out soon.

3.7 About a third said that somebody other than themselves had looked at the guide (friends, family, work colleagues etc).

3.8 Figure 3a shows that about 9 in 10 of those who looked at the guide found it useful. Perceived usefulness remained the same at 9 in 10 when respondents were recontacted in January. 

Figure 3a – How useful has the guide been?
Base: all who had looked at the Internet guide (Base: 17)

3.9 Those that had looked at the guide liked or found the following useful.

It was well written and clear

Several respondents made positive comments about clarity of the text within the brochure.

"It was well written. Easy to read"

"It put everything in simple terms, it was very clear"

"Was all good and clear to understand. It was plain English"

The layout

"The layout was very good"

"The format, the way it is set out/ it is readable, easy to follow"

The level of information

Some commented that the leaflet gave them all of the information they needed, others stated that it told them nothing new – it was in the main seen as a useful starting point.

"...It gave me everything I wanted"

"It also answered a number of my questions"

"There was an insufficient level of detail. No new information"

"It only provided a little bit of new information as I already knew 80 to 90 per cent of it. The guide will be great for people who know nothing about the Internet. "

Benefits after three months

3.10 10 respondents who were recontacted in January were asked about benefits the guide had had for them, and probed specifically on whether it had increased their knowledge, helped make informed choices, provided reassurance on points that they already knew or confirmed that they did not need to make any changes.

Increased knowledge

3.11 7 in 10 claimed that the guide had increased their knowledge in some way. Most of these referred to general Internet knowledge, rather than any specific area.

"Yes it has. The general provision of Internet access "

"I had absolutely no knowledge before. It’s the first real piece of literature I’ve had on the Internet"

Making more informed choices

3.12 Half of respondents said that the leaflet had helped them (or would do) to make more informed choices.

"I haven’t made a choice but I am certainly more informed now to make one"

"It certainly helped me to choose a good ISP, yes"

Reassurance on points already known/ confirmation that no changes were needed

3.13 Most respondents were unsure whether the leaflet had provided any reassurance on points that they already knew. One person said that they now felt a bit more confident generally.

3.14 Two respondents stated that the guide had provided confirmation that they did not need to make any changes.

"Yes it confirmed I don’t need to take any further action."

"Yes, I’m quite happy with the way it’s working now. I don’t think I need any further information. I’ve got an Internet provider and I’m happy."

Additional comments

3.15 Additional comments made in January were mainly positive and included comments about the presentation and ease of understanding.

"I think its an excellent idea, especially to get older people into the same framework as people who computers are second nature to, because they had it at school"

"I found it quite informative and easy to understand and read"

3.16 One respondent commented on some issues that could have been included.

"some form of comparisons on prices between the Internet provision companies, that and hacking, the hazards of broadband, safety issues etc"

Suggestions for improvements

3.17 Over half of those who had looked at the leaflet indicated that there was nothing that they disliked about it. A couple of respondents complained that it had taken too long to arrive. All of the other negative comments related to information that was not included in the guide or that it was too general or not detailed enough. Information mentioned that was not in the guide included safety of use/ security information, price of broadband and price comparisons.

"I’ve read all of the information before. Nothing new or fresh. No price comparisons."

Action taken as a result of the leaflet

3.18 In October interviewees were asked if they had done anything as a result of information in the guide. Most had taken no action. One respondent claimed to have connected to the Internet and two had advised someone else on their Internet service.

3.19 Three months later 6 respondents who had not done something in October were asked again if they had done anything as a result of information in the guide. Half of these had still not taken any action. 1 had connected to the Internet, 1 had ordered a disk to connect to the Internet with and another had considered switching supplier.

3.20 In terms of planned action, nearly a third of those who had read the leaflet said it would help in their choice of ISP. A third (who were not online yet) also said that the leaflet would be useful in the future. About half did not plan to do anything with the information. 1 consumer said they planned to upgrade to a broadband connection and change supplier and another was planning on going online.

3.21 Figure 3b shows that the most popular places that those who received a guide thought it should be available were libraries, Internet cafes and computer shops, possibly a reflection of the age profile of respondents.

Figure 3b – What other shops or public places do you think this Internet guide should be available? unprompted
Base: all who received the guide (Base: 26)

Mobile guide

3.22 Most respondents who requested the leaflet from Oftel first heard about the guide through a newspaper or television. 5 in 10 via newspaper/magazine, 3 in 10 via TV, 1 in 10 via radio.

Reasons for requesting leaflet

3.23 8 in 10 of those who requested the leaflet did so solely for personal use. Two people requested it for someone else, while 1 in 10 requested it for themselves and somebody else.

3.24 Main reasons given for requesting the leaflet from Oftel were…

To find out about prices/get the best deal

About a third requested the leaflet as they wanted to find out about price or cost. Monthly charges, call rates, price of phones, monthly contracts/pay as you go, calls to other networks and calls overseas were all mentioned.

"To compare various tariffs and call charges/ line rental and pay as you go./ To see what was the best"

"Well, with so many offers I wanted to know which is the best. To find out which is the cheapest deal./ Nothing in particular just different offers."

"Because the mobile phone market is really confusing and I just wanted to find out more about it. The call rates, off-peak or peak, monthly charges and pay as you go service"

General information

"Just out of interest. I like to catch up and be informed of the new products in the market./ No there is no specific information I needed. I just wanted to have a look at it, purely out of curiosity/ I didn’t expect anything, just general coverage, that’s what I was looking for."

Thinking about getting a mobile

"I think it might help because I haven’t bought a mobile phone before. Because I am going on the motorway very soon and it would be for emergencies if the car breaks down."

"Because we’re about to buy mobile phones; both me and my wife./ And we don’t have a clue where we stand, so we wanted to find out what would be most suitable for us./ We wanted some general information and then we’d go from there because basically we knew very little about mobile phones."

Thinking about getting new phone/ supplier

"Because I wanted to know more about mobile phones in order to change my one because the charges are too expensive and I’m looking for something cheaper…"

"Because I thought of changing network and I wanted to have a bit more information on the best deals available"

"I was interested in getting something cheaper than X and I was confused about what was going on…"

To find out information about different networks

"…I wanted to know the differences between different mobile companies just to give me a guide on things I never thought about"

"..We also wanted to look into what company offered what"

To find out about usage abroad

"I go abroad quite a lot, so I wanted to know about making calls abroad, the best way to make calls abroad, to receive calls, to send and receive text messages./ Just to know more about usage abroad."

"..I call abroad a lot so it interests me a lot/ Mainly calls abroad, that is the most important thing to me because they are normally very expensive, so I wanted to find out what is the cheapest way to call abroad."

Reasons for requesting leaflet

3.25 Main reasons given for taking the leaflet in Vodafone stores were…

The cover caught my eye

About a quarter of recruits from the Vodafone stores claimed to have picked up the leaflet after it ‘caught their eye’

"...The design prompted me to have a look…"

"I was waiting for a friend and I saw the leaflet and picked one up. Maybe the green cover, the wall was red and saw it caught my eye as it was against it. I was only going to read it and put it back afterwards"

"...I liked the way it was displayed in the store, I think it caught my eye…"

"…I think the headline might have caught my eye…"

To find out about charges/costs

"…I was looking for different call charges and namely special offers."

"…Nothing particularly, call charges."

"…All round deals, networks, service and call cost."

General information

"Just general interest. Because I don’t know much about Oftel and it was supposed to be about cheap phone calls or something. Just general interest, curiosity, I’d know a bit more about nothing in particular"

Opinion on the leaflet

3.26 Three-quarters of those who requested the leaflet had looked at it – two-thirds of whom had looked at most of it. A third of those recontacted in January who had previously looked at the leaflet had looked at the leaflet again since.

3.27 Two-thirds who had looked at the leaflet previously had not looked at it again since they were first contacted. Half of these had no need to refer to the leaflet again, a quarter now have a mobile phone so didn’t need to refer to it again, 2 no longer intended to buy a phone and 1 had passed the leaflet to a friend.

3.28 Two-thirds of those recontacted who had not looked at the leaflet in October still had not looked at the leaflet. This was mainly due to lack of time and interest. Most said that they were likely to do so at some point in the future.

3.29 6 in 10 had filed the leaflet away for reference, 1 in 10 had passed the leaflet on to someone else, and 2 in 10 had thrown it away or planned to soon. Of those recontacted in January an additional 1 in 10 contacted had passed the leaflet onto someone else, 1 in 10 had thrown the leaflet away.

3.30 About 4 in 10 said that somebody other than themselves had looked at the guide (friends, family, work colleagues etc).

3.31 Three-quarters of those who looked at the guide found it useful. Perceived usefulness remained at a similar level among those recontacted in January.

Figure 3c – How useful has the guide been?
Base: all who had looked at the mobile guide (Base: 44)

3.32 Those that had looked at the guide liked or found the following useful.

3.33 The Layout

About half of those that had looked at the guide mentioned the look/ layout as something they liked.

"I thought the layout was good. It was clear and easy to follow..."

"…The look was very good. The booklet is much better format than the website…"

"…The layout is very clear and nice, pocket size, nice colour, print…"

3.34 It was well written and clear

"All of it. It’s very clear. It’s very useful and well written. I think it’s very good. I’m not really bothered with how it looks as long as it’s informative and easy to understand"

"It was clearly laid out. It gives you information in plain English"

"It’s simply laid out, quite easy to understand for a person not knowledgeable on phones, well explained."

3.35 It provided a good general outline

"It’s adequate, it provides general information, its acceptable, not advanced, just for the average person. It gives you some general knowledge. Its fine."

"Just general information. Most of which I already knew…"

"The general outline was useful…"

3.36 The level of detail

Several liked the level of detail in the guide.

"It is very good, very useful. I quite enjoyed it. It told me everything in detail…"

"…The level of detail was fine."

"…Level of detail was fine, but I knew most of it…"

3.37 Information on changing SIM card

"…Changing the SIM card for different countries was new information to me…"

"It was interesting to find out that you can use more than one SIM card on your phone, one in the day and one in the evening…"

3.38 Other useful contacts

"The fact that I could have it if I wanted further information from Oftel…"

"Nothing particularly useful in the guide. Website addresses were useful."

Other aspects of the leaflet mentioned as useful included insuring the phone, number portability, locking the handset, how to get the best out of the mobile abroad, calling off-net, unlocking a phone, extra services for the disabled and whether phones are safe to use.

Benefits after three months

3.39 Respondents who were recontacted in January were asked about benefits the guide had had for them, and probed specifically on whether it had increased their knowledge, helped to make informed choices, provided reassurance on points that they already knew or confirmed that they did not need to make any changes.

Increased knowledge

3.40 Just over half of respondents claimed that the guide had increased their knowledge in some way. Areas mentioned where knowledge had been increased included options available, services available, tariffs and capabilities of mobile phones.

"I didn’t realise there were so many different services"

"Yes, it makes me aware of the options"

"It did, considering I had no knowledge at all, the main thing I learnt is which questions to ask when buying a phone, and I suppose some terminology I didn’t know"

Making more informed choices

3.41 Around two-fifths of respondents said that the leaflet had helped them (or would do) to make more informed choices.

"I asked friends and read the guide, it helped me to make easier decisions"

"Yes, in the way it will be used, we would look to a tariff for occasional use"

Reassurance on points already known/ confirmation that no changes were needed

3.42 About a fifth of respondents said that the leaflet had provided them with some reassurance on points they already knew, including points on tariffs and text messaging.

3.43 About two-fifths said that the leaflet had confirmed to them that they did not need to make any changes.

"Yes, whether or not I would use a French SIM card in France or my business one. I’m going to use my business one in France, for the time being."

"It confirmed that my wife’s phone is sufficient for us really."

Additional comments

3.44 Additional comments made in January were mostly positive, some stated that they thought guide was good or useful, but it did not meet their specific needs. Other comments included mention of the leaflet’s colour being problematic.

"It was a good service, I rang for it and it was there within a few days. It was easy enough to read and understand"

"I would say it’s re-assuring, easy to study, and having an official looking leaflet in my hand when I approached the dealer was most useful"

"I think it was useful but it didn’t do very much for us"

"The main headings are in bold black but the sub headings are in pale green, which is hard to read. The questions on page 18 onwards are in pale green, scanning through you would not see them as questions!"

Suggestions for improvements

3.45 About half of those who had looked at the leaflet indicated that there was nothing that they disliked about it. The remainder disliked the following…

Not enough detail or information/ lack of depth

"Not detailed enough."

"It was too basic."

"Well, it’s very general. It would need to contain a lot more of information on everything, it covers most important points but the information in each section is too general. No it’s fine. It’s not bad at all, just too general for my liking."

Didn’t provide any new information/ knew it all already

"Just another piece of information that I already knew"

"…I have quite a knowledge on phones. It didn’t tell me anything new"

"It didn’t concern us. It doesn’t give us any relevant information to improve the way we use the mobile and that’s what we were looking for. I wouldn’t change it. It’s just that it wasn’t relevant to us personally"

Didn’t contain price comparisons (between operators)

"It’s not in depth enough about each network. Not technically detailed. More details on costs, different contracts…"

"The information didn’t tell you which was the cheapest. It didn’t say anything about tariffs, which is the best way to go about using your phone. It doesn’t tell you which are the cheapest tariffs, which companies offer the best prices. How to use text messaging. It doesn’t say anything about that."

"…Probably more detail and information on the levels of pricing. You never have too much of that"

Other information mentioned that was not in the guide included lack of calculator tables to calculate best deal, amount of calls entitled to if you choose a given plan, rental, tariffs, differences between networks, which phone to get, best way to use, how to use text messages, what happens if your mobile is stolen, geographic coverage and frequently asked questions.

A few other individual comments were:

"The leaflet should make clear that its been produced by the Government right at the beginning. I was not sure whether to take their advice or not."

"…Well towards the end there’s an Internet reference. They advise you to have a look at their website for further information and many people don’t have Internet access."

"It was too long. It was not one page."

"…They kept referring to other sources."

Actions taken as a result of the leaflet

3.46 Respondents were asked if they had done anything as a result of information in the guide. Many seemed to find the information (or certain sections within) useful/interesting without having taken any action. In total three-fifths had taken no action and the majority of these said they didn’t plan to take any action. Reasons given included having no need or being satisfied with their existing service or laziness. Action taken by the remainder (each by a couple of people) included changing supplier, changing tariffs, choosing a new mobile and advising someone else on their service. Planned action included switching network or tariff and buying a mobile. In total just over half had done something as a result of the leaflet or planned to do so in the future.

3.47 Three months later 17 respondents who had done nothing in October were asked again if they had done anything as a result of information in the guide. Most (15) of these had still not taken any action, consistent with their claimed intentions. 2 had bought a mobile phone.

3.48 The most common answers given when respondents were asked what they planned to do as a result of looking at the guide indicated no plan to take action (two-fifths in total), however some do plan to take some action as a result of having read the leaflet. 1 in 5 planned to pass on advice to others, a couple planned to buy a phone – which equates to most of those interviewed who do not have a phone already, others planned to change tariff or change network.

3.49 Figure 3d shows that the most popular places that those who received a guide thought it should be available were mobile phone shops, libraries and supermarkets.

Figure 3d – What other shops or public places do you think this mobile guide should be available? unprompted

Base: all who received the guide (Base: 60)

  Annex A

Internet questionnaires

October 2002 questionnaire

Q2 I understand you recently contacted Oftel and requested their guide about getting the best deal from your Internet service? Have you received the guide yet - it had a blue cover and offered advice on what you need to consider when choosing and using an Internet service.

Q3 And how did you first hear about Oftel Internet guide?

Q4 What were your main reasons for requesting the Oftel Internet guide? What were you particularly seeking information on? What else? IF COSTS MENTIONED What costs were of particular interest?

Q5 Was the guide mainly intended for your own use or did you obtain it for someone else (as well)? IF FOR OTHERS PROBE WHO

Q6 How much if any of the guide have you looked at?

Most of it
Some of it
Hardly any of it
Not looked at it

Q7 How likely do you think you will be to look at the guide in the future?

Very likely
Quite likely
Not very likely
Not at all likely

Q8 Why don't you think you will look at it? What puts you off it?

Q9 What have you done with the leaflet? READ OUT IF NECESSARY

Passed on to someone else
Thrown away
Filed away for reference
Left lying around and will throw out soon
Other (specify)

Q10 Has anyone else looked at the guide besides yourself? IF YES Who else has looked at it?

Q11 What did you like or find useful in the guide? PROBE ON

LEVEL OF DETAIL
INFORMATION PROVIDED
STLYE/LAYOUT/LOOK
DID IT PROVIDE ANY NEW INFORMATION

Q12 What, if anything did you dislike or find not useful about the guide? PROBE ON

LAYOUT/STYLE
INFORMATION COVERERD
LEVEL OF DETAIL

Q13 And what if anything have you done as a result of the information in the guide? Have you....

Made any changes to your Internet service as a result of the guide
Used any of the information to help you understand more about your Internet service
Advised someone else on their Internet service

Q14 And, what if anything do you plan to do as a result of looking at the Internet guide?

Q15 And overall how useful would you say the guide has been?

Very useful
Fairly useful
Not very useful
Not at all useful

Q16 What other shops or public places do you think this Internet guide should be available? PROBE Where else?

January 2003 questionnaire

Q2 Do you recall the Oftel Internet leaflet we spoke to you about a couple of months ago? IF NECESSARY PROBE It had a blue cover and offered advice on what you need to consider when choosing and using an Internet service.

Q3 And since we last spoke to you have you looked at the guide since then?

Q4 Why have you not looked at the guide since we last spoke to you? Why else?

When we last spoke to you back in the autumn, you had not looked at the guide then.
What has put you off looking at it?
What else?

Q5 What have you done with the leaflet?

Q6 How likely do you think you will be to look at the guide in the future?

Very likely
Quite likely
Not very likely
Not at all likely

Q7 Has anyone else looked at the guide besides yourself since we last spoke to you? IF YES Who else has looked at it?

Q8 And what if anything have you or your household now done as a result of the information in the guide? Have you....

Made any changes to your Internet service as a result of the guide
Used any of the information to help you understand more about your Internet service
Advised someone else on their Internet service

Q9 And, what if anything do you or your household now plan to do as a result of looking at the Internet guide? PROBE ON

Help you make decisions about getting started PROBE In what way
Make any changes to your current Internet service such as speed of connection, who provides your service etc
Make any changes to the equipment you use
Make any changes on how you use the Internet Pass on any advise to others

Q10 Why have you done nothing as a result of the guide? PROBE What else?

Q11 And overall how useful would you say the guide has been? READ OUT

Very useful
Fairly useful
Not very useful
Not at all useful

Q12 What other benefits has the guide had for you? PROBE ON

Has it helped increase your knowledge? PROBE in what way?
Has it helped you make more informed choices? PROBE on what?
Has it reassured you on any points you already knew? PROBE On what?
Has it confirmed that you do not need to make any changes?

Q13 What other comments would you like to make about the Oftel Internet guide? All your thoughts and comments are of interest to us

Mobile questionnaires

October 2002 questionnaire

Q3 I understand you recently contacted Oftel and requested their guide about getting the best deal from your mobile phone service? Have you received the guide yet – it had a green cover and offered advice on what you need to consider when choosing and using your mobile service.

Q4 And how did you first hear about Oftel mobile phone guide?

Q5 What were your main reasons for requesting the Oftel mobile phone service guide? PROBE What were you particularly seeking information on? PROBE What else? WRITE IN IF COSTS MENTIONED What costs were or particular interest?

Q6 One of our interviewers recently stopped you in a mobile phone store and asked if it would be alright if we could contact you about the Oftel guide you picked up or were handed. The guide had a green cover and was about getting the best deal from your mobile phone service? Do you recall this?

Q7 What prompted you to pick up or look at the leaflet? PROBE Was there anything on the cover that caught your eye? What information did you think might be in the guide that might be if interest?

Q8 Was the guide mainly intended for your own use or did you obtain it for someone else (as well)?

Q9 How much if any of the guide have you looked at?

Most of it
Some of it
Hardly any of it
Not looked at it
Not received it yet

Q10 How likely do you think you will be to look at the guide in the future?

Very likely
Quite likely
Not very likely
Not at all likely

Q11 Why don't you think you will look at it? What puts you off it?

Q12 What have you done with the leaflet?

Q13 Has anyone else looked at the guide besides yourself? IF YES Who else has looked at it?

Q14 What did you like or find useful in the guide? PROBE ON

LEVEL OF DETAIL
INFORMATION PROVIDED
STLYE/LAYOUT/LOOK
DID IT PROVIDE ANY NEW INFORMATION

Q15 What, if anything did you dislike or find not useful about the guide? PROBE ON

LAYOUT/STYLE

INFORMATION COVERED

LEVEL OF DETAIL

Q16 And what if anything have you done as a result of the information in the guide? Have you....

Made any changes to your mobile service as a result of the guide
Used any of the information to help you understand more about your service
Advised someone else on their service

Q17 And, what if anything do you plan to do as a result of looking at the mobile guide?

any changes to current mobile call tariff
any changes to network supplier
any changes on phone usage/calling behaviour
pass on any advise to others

Q18 And overall how useful would you say the guide has been?

Very useful
Fairly useful
Not very useful
Not at all useful

Q19 What other shops or public places do you think this mobile guide should be available?

January 2003 questionnaire

Q3 Do you recall the mobile Oftel leaflet we spoke to you about a couple of months ago? IF NECESSARY PROBE It had a green cover and offered advice on what you need to consider when choosing and using your mobile service.

Q4 And since we last spoke to you have you looked at the guide since then?

Q5 Why have you not looked at the guide since we last spoke to you? PROBE Why else?

When we last spoke to you back in the autumn, you had not looked at the guide then. What has put you off looking at it? PROBE What else?

Q6 What have you done with the leaflet?

Q7 How likely do you think you will be to look at the guide in the future?

Very likely
Quite likely
Not very likely
Not at all likely

Q8 Has anyone else looked at the guide besides yourself since we last spoke to you? IF YES Who else has looked at it?

Q9 And what if anything have you or now done as a result of the information in the guide? Have you.... READ OUT

Made any changes to your mobile service as a result of the guide
Used any of the information to help you understand more about your service
Advised someone else on their service

Q10 And, what if anything do you now plan to do as a result of looking at the mobile guide?

Make any changes to current mobile call tariff
Make any changes to network supplier
Make any changes to your phone usage/calling behaviour pass on any advise to others

Q11 Why have you done nothing as a result of the guide? PROBE What else?

Q12 And overall how useful would you say the guide has been?

Very useful
Fairly useful
Not very useful
Not at all useful

Q13 What other benefits has the guide had for you?

Has it helped increase your knowledge? in what way?
Has it helped you make more informed choices?
Has it reassured you on any points you already knew?
Has it confirmed that you do not need to make any changes

Q14 What other comments would you like to make about the Oftel mobile phone guide? All your thoughts and comments are of interest to us