Q.1 Which company does your household use for your landline telephone service and or line rental?
Q.2 And thinking of your personal mobile phone, which network are you on?
Q.3A Which company does your household use for its fixed broadband internet connection?
Q.4 Which company does your household use for cable, satellite or other Pay TV, if any? By this we mean traditional pay TV providers, not including paid for on-demand or
Landline phone : Q.5 Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint?
Mobile phone : Q.5 Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint?
Fixed broadband internet : Q.5 Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint?
Pay TV : Q.5 Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint?
REASON TO COMPLAIN : Q.5 Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint?
None of these : Q.5 Have you personally had a reason to complain about any of these services or suppliers in the last 12 months, whether or not you went on to make a complaint?
A billing, pricing or payment issue, for example unexpected\unclear charges, overcharged or incorrec : Q.6 What was the issue(s) you had reason to complain about in connection with your home landline?
A problem with a repair to the service, for example the time taken to repair, it didn't happen\didn' : Q.6 What was the issue(s) you had reason to complain about in connection with your home landline?
A problem relating to the installation or set up of your service for example the time taken to insta : Q.6 What was the issue(s) you had reason to complain about in connection with your home landline?
Dissatisfaction with customer service from a previous occasion or contact : Q.6 What was the issue(s) you had reason to complain about in connection with your home landline?
The service not performing as it should, for example voice mails delivered late, poor call\line qual : Q.6 What was the issue(s) you had reason to complain about in connection with your home landline?
Or something else : Q.6 What was the issue(s) you had reason to complain about in connection with your home landline?
Yes - to my landline provider : Q.7 And have you gone ahead and made a complaint about your home landline service or supplier? If so, who did you complain to?
Yes - to Ofcom : Q.7 And have you gone ahead and made a complaint about your home landline service or supplier? If so, who did you complain to?
Yes - other : Q.7 And have you gone ahead and made a complaint about your home landline service or supplier? If so, who did you complain to?
No : Q.7 And have you gone ahead and made a complaint about your home landline service or supplier? If so, who did you complain to?
ANY YES : Q.7 And have you gone ahead and made a complaint about your home landline service or supplier? If so, who did you complain to?
Don't know : Q.7 And have you gone ahead and made a complaint about your home landline service or supplier? If so, who did you complain to?
Q.8 Why didn't you make a complaint about your landline service or supplier? [Unprompted]
A billing, pricing or payment issue, for example unexpected\unclear charges, overcharged or incorrec : Q.9 What was the issue(s) you had reason to complain about in connection with your mobile phone?
A problem with a repair to the service, for example the time taken to repair, : Q.9 What was the issue(s) you had reason to complain about in connection with your mobile phone?
A problem relating to the installation or set up of your service for example time taken for hardware : Q.9 What was the issue(s) you had reason to complain about in connection with your mobile phone?
Dissatisfaction with customer service from a previous occasion or contact : Q.9 What was the issue(s) you had reason to complain about in connection with your mobile phone?
The service not performing as it should, for example loss of service, unable to use mobile (2G, 3G o : Q.9 What was the issue(s) you had reason to complain about in connection with your mobile phone?
Or something else : Q.9 What was the issue(s) you had reason to complain about in connection with your mobile phone?
Yes- to my mobile phone provider : Q.10 And have you gone ahead and made a complaint about your mobile service or supplier? If so, who did you complain to?
Yes- to Ofcom : Q.10 And have you gone ahead and made a complaint about your mobile service or supplier? If so, who did you complain to?
Yes – other : Q.10 And have you gone ahead and made a complaint about your mobile service or supplier? If so, who did you complain to?
No : Q.10 And have you gone ahead and made a complaint about your mobile service or supplier? If so, who did you complain to?
ANY YES : Q.10 And have you gone ahead and made a complaint about your mobile service or supplier? If so, who did you complain to?
Don't know : Q.10 And have you gone ahead and made a complaint about your mobile service or supplier? If so, who did you complain to?
Did not know where to go\ who to complain to : Q.11 Why didn't you make a complaint about your mobile service or supplier? [Unprompted]
Didn't have the time : Q.11 Why didn't you make a complaint about your mobile service or supplier? [Unprompted]
Not worth the hassle : Q.11 Why didn't you make a complaint about your mobile service or supplier? [Unprompted]
They wouldn't do anything anyway : Q.11 Why didn't you make a complaint about your mobile service or supplier? [Unprompted]
I\ someone else sorted the problem out : Q.11 Why didn't you make a complaint about your mobile service or supplier? [Unprompted]
The problem resolved itself : Q.11 Why didn't you make a complaint about your mobile service or supplier? [Unprompted]
Other : Q.11 Why didn't you make a complaint about your mobile service or supplier? [Unprompted]
A billing, pricing or payment issue, for example unexpected\unclear charges, overcharged or incorrec : Q.12 What was the issue\s you had reason to complain about in connection with your fixed broadband Internet?
A problem with a repair to the service, for example the time taken to repair, it didn't happen\didn' : Q.12 What was the issue\s you had reason to complain about in connection with your fixed broadband Internet?
A problem relating to the installation or set up of your service for example the time taken to insta : Q.12 What was the issue\s you had reason to complain about in connection with your fixed broadband Internet?
Dissatisfaction with customer service from a previous occasion or contact : Q.12 What was the issue\s you had reason to complain about in connection with your fixed broadband Internet?
The service not performing as it should, for example complete loss of service, intermittent loss of : Q.12 What was the issue\s you had reason to complain about in connection with your fixed broadband Internet?
Or something else : Q.12 What was the issue\s you had reason to complain about in connection with your fixed broadband Internet?
Yes - to my fixed broadband provider : Q.13 And did you go ahead and make a complaint about your fixed broadband service or supplier? If so, who did you complain to?
Yes - to Ofcom : Q.13 And did you go ahead and make a complaint about your fixed broadband service or supplier? If so, who did you complain to?
Yes - other : Q.13 And did you go ahead and make a complaint about your fixed broadband service or supplier? If so, who did you complain to?
No : Q.13 And did you go ahead and make a complaint about your fixed broadband service or supplier? If so, who did you complain to?
ANY YES : Q.13 And did you go ahead and make a complaint about your fixed broadband service or supplier? If so, who did you complain to?
Don't know : Q.13 And did you go ahead and make a complaint about your fixed broadband service or supplier? If so, who did you complain to?
Did not know where to go\ who to complain to : Q.14 Why didn't you make a complaint about your fixed broadband service or supplier? [Unprompted]
Didn't have the time : Q.14 Why didn't you make a complaint about your fixed broadband service or supplier? [Unprompted]
Not worth the hassle : Q.14 Why didn't you make a complaint about your fixed broadband service or supplier? [Unprompted]
They wouldn't do anything anyway : Q.14 Why didn't you make a complaint about your fixed broadband service or supplier? [Unprompted]
I\ someone else sorted the problem out : Q.14 Why didn't you make a complaint about your fixed broadband service or supplier? [Unprompted]
The problem was resolved : Q.14 Why didn't you make a complaint about your fixed broadband service or supplier? [Unprompted]
Other : Q.14 Why didn't you make a complaint about your fixed broadband service or supplier? [Unprompted]
A billing, pricing or payment issue, for example unexpected\unclear charges, overcharged or incorrec : Q.15 What was the issue\s you had reason to complain about in connection with your pay TV?
A problem with a repair to the service, for example the time taken to repair, it didn't happen\didn' : Q.15 What was the issue\s you had reason to complain about in connection with your pay TV?
A problem relating to the installation or set up of your service for example the time taken to insta : Q.15 What was the issue\s you had reason to complain about in connection with your pay TV?
Dissatisfaction with customer service from a previous occasion or contact : Q.15 What was the issue\s you had reason to complain about in connection with your pay TV?
The service not performing as it should, for example intermittent or complete loss of Pay TV service : Q.15 What was the issue\s you had reason to complain about in connection with your pay TV?
Or something else : Q.15 What was the issue\s you had reason to complain about in connection with your pay TV?
Yes - to my Pay TV provider : Q.16 And did you go ahead and make a complaint about your pay TV service or supplier? If so, who did you complain to?
Yes - to Ofcom : Q.16 And did you go ahead and make a complaint about your pay TV service or supplier? If so, who did you complain to?
Yes - other : Q.16 And did you go ahead and make a complaint about your pay TV service or supplier? If so, who did you complain to?
No : Q.16 And did you go ahead and make a complaint about your pay TV service or supplier? If so, who did you complain to?
ANY YES : Q.16 And did you go ahead and make a complaint about your pay TV service or supplier? If so, who did you complain to?
Don't know : Q.16 And did you go ahead and make a complaint about your pay TV service or supplier? If so, who did you complain to?
Did not know where to go\ who to complain to : Q.17 Why didn't you make a complaint about your pay TV service or supplier? [Unprompted]
Didn't have the time : Q.17 Why didn't you make a complaint about your pay TV service or supplier? [Unprompted]
Not worth the hassle : Q.17 Why didn't you make a complaint about your pay TV service or supplier? [Unprompted]
They wouldn't do anything anyway : Q.17 Why didn't you make a complaint about your pay TV service or supplier? [Unprompted]
I\ someone else sorted the problem out : Q.17 Why didn't you make a complaint about your pay TV service or supplier? [Unprompted]
The problem resolved itself : Q.17 Why didn't you make a complaint about your pay TV service or supplier? [Unprompted]
Other : Q.17 Why didn't you make a complaint about your pay TV service or supplier? [Unprompted]
A. Hearing (Poor hearing, partial hearing, or are deaf) : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
B. Eyesight (Poor vision, colour blindness, partial sight, or are blind) : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
C. Mobility (Cannot walk at all\ use a wheelchair or mobility scooter etc., or cannot walk very : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
D. Dexterity (Limited ability to reach\ difficulty opening things with your hands\ difficulty us : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
E. Breathing (Breathlessness or chest pains) : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
F. Mental abilities (Such as learning, understanding, concentration, memory, communicating, cogn : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
G. Social\ behavioural (Conditions associated with this such as autism, attention deficit disord : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
H. Your mental health (Anxiety, depression, or trauma-related conditions, for example) : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
J. Other illnesses\ conditions which impact or limit your daily activities or the work you can d : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
Nothing - no impairments or conditions impact or limit your daily activities or the work you can : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
With at least one vulnerable characteristic : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
Without a vulnerable characteristic : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
Prefer not to say : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
Don't know : Q.19 Which of these, if any, impact or limit your daily activities or the work you can do?
Q.20 Which one of these bands describes your total household income before tax or any other deductions are made? Please include any benefits or credits that you or anyone else
GOVERNMENT REGIONS
RGS REGIONS
Meridian (Southern) : ITV OVERLAP REGIONS
LWT /Carlton (London) : ITV OVERLAP REGIONS
TSW (South West) : ITV OVERLAP REGIONS
HTV (Wales & West) : ITV OVERLAP REGIONS
Anglia (East) : ITV OVERLAP REGIONS
Central (Midlands) : ITV OVERLAP REGIONS
Granada (North West) : ITV OVERLAP REGIONS
Yorks : ITV OVERLAP REGIONS
Tyne Tees (North East) : ITV OVERLAP REGIONS
STV (Central Scotland) : ITV OVERLAP REGIONS
Grampian (NE Scotland) : ITV OVERLAP REGIONS
Border : ITV OVERLAP REGIONS
ITV NON-OVERLAP REGIONS
ADULTS IN HOUSEHOLD
Baby under 12 months - BOY : ANY CHILD AGED
1 year old - BOY : ANY CHILD AGED
2 years old - BOY : ANY CHILD AGED
3 years old - BOY : ANY CHILD AGED
4 years old - BOY : ANY CHILD AGED
5 years old - BOY : ANY CHILD AGED
6 years old - BOY : ANY CHILD AGED
7 years old - BOY : ANY CHILD AGED
8 years old - BOY : ANY CHILD AGED
9 years old - BOY : ANY CHILD AGED
10 years old - BOY : ANY CHILD AGED
11 years old - BOY : ANY CHILD AGED
12 years old - BOY : ANY CHILD AGED
13 years old - BOY : ANY CHILD AGED
14 years old - BOY : ANY CHILD AGED
15 years old - BOY : ANY CHILD AGED
Baby under 12 months - GIRL : ANY CHILD AGED
1 year old - GIRL : ANY CHILD AGED
2 years old - GIRL : ANY CHILD AGED
3 years old - GIRL : ANY CHILD AGED
4 years old - GIRL : ANY CHILD AGED
5 years old - GIRL : ANY CHILD AGED
6 years old - GIRL : ANY CHILD AGED
7 years old - GIRL : ANY CHILD AGED
8 years old - GIRL : ANY CHILD AGED
9 years old - GIRL : ANY CHILD AGED
10 years old - GIRL : ANY CHILD AGED
11 years old - GIRL : ANY CHILD AGED
12 years old - GIRL : ANY CHILD AGED
13 years old - GIRL : ANY CHILD AGED
14 years old - GIRL : ANY CHILD AGED
15 years old - GIRL : ANY CHILD AGED
Don't know\Remember : ANY CHILD AGED
No children : ANY CHILD AGED
HOUSEHOLD SIZE
SOCIAL CLASS
MARITAL STATUS
RGS AREA
GENDER
TENURE
WORKING STATUS
PRINCIPAL SHOPPER
Internet access at home : INTERNET ACCESS
Internet access at work (through workplace network connection) : INTERNET ACCESS
Internet access via a mobile phone\ tablet using a mobile network (e.g. 3G \ 4G access) : INTERNET ACCESS
Internet access on publicly accessible computers (e.g. internet café, library) : INTERNET ACCESS
Other type of internet access : INTERNET ACCESS
None of these \ Don't access the internet : INTERNET ACCESS
Sky - Digital Satellite TV for a monthly subscription : CABLE/ SATELLITE/ DIGITAL RECEIVED
Satellite TV from someone other than Sky : CABLE/ SATELLITE/ DIGITAL RECEIVED
Free-Sat - Digital Satellite TV WITHOUT a monthly subscription : CABLE/ SATELLITE/ DIGITAL RECEIVED
Virgin Media through cable : CABLE/ SATELLITE/ DIGITAL RECEIVED
Freeview through a TV aerial and set-top box : CABLE/ SATELLITE/ DIGITAL RECEIVED
TV set which has Freeview channels built in (without a separate set-top box) : CABLE/ SATELLITE/ DIGITAL RECEIVED
YouView set top box : CABLE/ SATELLITE/ DIGITAL RECEIVED
BT TV : CABLE/ SATELLITE/ DIGITAL RECEIVED
Talk Talk TV : CABLE/ SATELLITE/ DIGITAL RECEIVED
Other : CABLE/ SATELLITE/ DIGITAL RECEIVED
NO TV : CABLE/ SATELLITE/ DIGITAL RECEIVED
DK : CABLE/ SATELLITE/ DIGITAL RECEIVED
POPULATION DENSITY
AGE
AB : SOCIAL GRADE
C1 : SOCIAL GRADE
C2 : SOCIAL GRADE
DE : SOCIAL GRADE
ABC1 : SOCIAL GRADE
C2DE : SOCIAL GRADE
COUNTRY
ETHNIC ORIGIN
INTERNET ACCESS
Total Landline : Q.1 LANDLINE SUPPLIER
BT : Q.1 LANDLINE SUPPLIER
Sky : Q.1 LANDLINE SUPPLIER
TalkTalk : Q.1 LANDLINE SUPPLIER
Virgin Media : Q.1 LANDLINE SUPPLIER
EE : Q.1 LANDLINE SUPPLIER
Plusnet : Q.1 LANDLINE SUPPLIER
Post Office : Q.1 LANDLINE SUPPLIER
Vodafone : Q.1 LANDLINE SUPPLIER
Total mobile : Q.2 MOBILE SUPPLIER
BT : Q.2 MOBILE SUPPLIER
EE : Q.2 MOBILE SUPPLIER
O2 : Q.2 MOBILE SUPPLIER
Tesco Mobile : Q.2 MOBILE SUPPLIER
Three : Q.2 MOBILE SUPPLIER
Virgin Mobile : Q.2 MOBILE SUPPLIER
Vodafone : Q.2 MOBILE SUPPLIER
Lycamobile : Q.2 MOBILE SUPPLIER
giffgaff : Q.2 MOBILE SUPPLIER
Total broadband : Q.3A BROADBAND SUPPLIER
BT : Q.3A BROADBAND SUPPLIER
EE : Q.3A BROADBAND SUPPLIER
Sky : Q.3A BROADBAND SUPPLIER
TalkTalk : Q.3A BROADBAND SUPPLIER
Virgin Media : Q.3A BROADBAND SUPPLIER
Plusnet : Q.3A BROADBAND SUPPLIER
Post Office : Q.3A BROADBAND SUPPLIER
Vodafone : Q.3A BROADBAND SUPPLIER
Total TV : Q.4 PAY TV SUPPLIER
BT : Q.4 PAY TV SUPPLIER
Sky : Q.4 PAY TV SUPPLIER
TalkTalk : Q.4 PAY TV SUPPLIER
Virgin Media : Q.4 PAY TV SUPPLIER
Q.3B BROADBAND SPEED
INCOME
PEOPLE IN HOUSEHOLD
KIDS
MOST FINANCIALLY VULNERABLE
POTENTIALLY FINANCIALLY VULNERABLE
LEAST FINANCIALLY VULNERABLE
VULNERABLE CHARACTERISTICS
Q.5 REASON TO COMPLAIN ABOUT FIXED BROADBAND INTERNET
WAVE
Exact age
Number in household
What is the total number of children aged under 18 in the household?