1. December 2010 ICT in the UAE Household Survey, 2010

2. Table of Contents Page Background……………………………………………………………………………….…….3 Methodology...……………………………………………………………………………….....4 Introduction and Main Results……………………………………………………………..…5 Fixed Line Telephony………………………………….………………………………….…...12 Mobile Telephony…………………………………………………………….…………….…..19 International Calling…………………………………………………………………………….31 Internet Services……………………………………………………………………………….36 Mobile Internet ……………….……………………………………………………………..…52 Social Networking……………………………………………………………………………..57 Consumer Satisfaction ………..………………………………………………………………62 Annex…………………………………………………………………………………………….74 2 ICT in the UAE – ICT Survey 2010

3. 3 Background During the course of 2010, the TRA undertook an intensive survey focusing on the usage of ICT services by households and individuals in the UAE. The survey spanned multiple services including fixed telephony, mobile telephony, and Internet services. The survey examined, among other factors: The extent to which households/ individuals in the UAE have access to ICT services; The extent to which households/ individuals in the UAE use the ICT services that they are connected to; The extent to which users are satisfied with their ICT services; and The extent to which individuals in the UAE use social networking mediums. This report sets out the results of this survey. The TRA also completed a similar ICT survey in 2009. The results of this survey can be found at: http://www.tra.gov.ae/ict_in_uae.phphttp://www.tra.gov.ae/ict_in_uae.php ICT in the UAE – ICT Survey 2010

4. Methodology 4 Throughout the course of this survey, face-to-face interviews were conducted with call backs to ensure the authenticity of the responses. A total of 2,109 households and 2,133 individuals participated in this study. The fixed line survey was based on household usage of fixed line telephony as opposed to usage by individuals of fixed line telephony. The surveyors therefore targeted the key/ joint decision maker of the household regarding the subscription decisions, and the person responsible for fixed line expenditure. The mobile, Internet and social networking surveys targeted a randomly selected person from each household. The surveys were limited to people aged between 15 and 74 years.

5. Introduction and Main Results - Subscription 5 ICT in the UAE – ICT Survey 2010 Do you have a mobile phone?Does your household have a fixed line telephone? Do you have an Internet connection in your home? What is the speed of the broadband package you subscribe to?

6. Introduction and Main Results - Usage 6 ICT in the UAE – ICT Survey 2010 Have you used the Internet during the past 3 months? On average, how many national calls do you make each week from your fixed line phone? How many of each of the following call types would you make on a typical week from your principal mobile phone? How often do you use the Internet from each of the following locations?

7. Introduction and Main Results - Spend 7 ICT in the UAE – ICT Survey 2010 On average, how much does your household spend each month on fixed telephony? How much do you normally spend on mobile telephony each month?

8. Introduction and Main Results – Satisfaction (1) 8 ICT in the UAE – ICT Survey 2010 How satisfied are you with the following elements of fixed telephony services? How satisfied are you with the following elements of mobile services in the UAE?

9. Introduction and Main Results – Satisfaction (2) 9 ICT in the UAE – ICT Survey 2010 How satisfied are you with the following elements of your home Internet service?

10. Introduction and Main Results – UAE Nationals 10 ICT in the UAE – ICT Survey 2010 Indicator Nationals Only Total Population Proportion of individuals with a mobile phone 100%99% Proportion of households with a fixed line phone 74%46% Proportion of households with a computer 90%76% Proportion of households with a TV 99%96% Proportion of households with a radio 65%49% Proportion of households with an internet connection 83%65% Proportion of population aged between 15 and 74 who have used the Internet in the past 3 months 84%78% Comparison of Key Results – UAE Nationals versus Wider Population

11. Introduction and Main Results – Household ICT Devices 11 ICT in the UAE – ICT Survey 2010 How many of the following devices do you have in your household?

12. Fixed Line Telephony 12 ICT in the UAE – ICT Survey 2010

13. Fixed Line Telephony – Subscription (1) 13 ICT in the UAE – ICT Survey 2010 Which operator do you subscribe to for your fixed line services? Does your household have a fixed line telephone? 46% of households in the UAE have fixed line telephone connections 94% of households said they subscribed to Etisalat for their fixed lines, 2% to du, and 4% to both Etisalat and du

14. Fixed Line Telephony – Subscription (2) 14 ICT in the UAE – ICT Survey 2010 Why don't you have a fixed line phone? Are you likely to subscribe to a fixed line service within next 6 months? 54% of the sampled population did not have a fixed line phone. The majority of these people (70%) didn’t have a fixed line phone because they used their mobile phone instead Only 7% of people that do not have fixed line phone intended to subscribe to a fixed line service within the next 6 months

15. Fixed Line Telephony – Subscription (3) 15 ICT in the UAE – ICT Survey 2010 Have you ever had a fixed line phone? Why did you cancel your fixed line service? Of the 54% of the population that did not have a fixed line phone, 10% said that they used to have one Of these 10%, 53% said they cancelled their fixed line service because they now used their mobile phones instead

16. Fixed Line Telephony – Usage (1) 16 ICT in the UAE – ICT Survey 2010 On average, how many national calls do you make each week from your fixed line phone? When do you make the majority of national calls from your fixed phone? Local calls are the most popular fixed line call type The majority of calls are made during weekday evenings, following by during business hours

17. Fixed Line Telephony – Usage (2) 17 ICT in the UAE – ICT Survey 2010 What is the approximate average length in minutes you would make of each type of national calls from your fixed line phone? The majority of fixed line calls are in the region of 2 – 10 minutes in length Local calls tend to be longer in duration than national calls and calls to mobiles

18. Fixed Line Telephony – Spend 18 ICT in the UAE – ICT Survey 2010 On average, how much does your household spend each month on fixed telephony? 65% of households in the UAE that have fixed line phones spend more than AED 101 per month on their fixed line telephony services

19. Mobile Telephony 19 ICT in the UAE – ICT Survey 2010

20. Mobile Telephony – Subscription (1) 20 ICT in the UAE – ICT Survey 2010 Do you have a mobile phone? Only 1% of the population did not have a mobile phone

21. Mobile Telephony – Subscription (2) 21 ICT in the UAE – ICT Survey 2010 How many mobile SIMs, or lines, do you have that you use on a regular basis? Why do you have more than one SIM? 28% of mobile phone users have more than one mobile SIM card that they use on a regular basis The most common reasons for having multiple SIMs are to maintain separate connections for business and personal use (65%) and to take advantage of different promotions offered by the two operators (50%)

22. Mobile Telephony – Subscription (3) 22 ICT in the UAE – ICT Survey 2010 Is your principal mobile phone postpaid or prepaid? How long have you had the SIM that you use most often? Which operator do you subscribe to for the SIM that you use most often? Of the mobile SIMs that were most commonly used by individuals: 70% were Etisalat SIMs; 86% were prepaid; and 39% had been owned for more than 5 years.

23. Mobile Telephony – Subscription (4) 23 ICT in the UAE – ICT Survey 2010 Why do you have a prepaid connection? 86% of individuals subscribed to a prepaid mobile service for the SIM that they used most often. They were asked why they chose a prepaid service, and were able to select multiple reasons

24. Mobile Telephony – Subscription (5) 24 ICT in the UAE – ICT Survey 2010 Why do you have a postpaid connection? 14% of individuals subscribed to a postpaid mobile service for the SIM that they used most often. They were asked why they chose a postpaid service, and were able to select multiple reasons

25. Mobile Telephony – Usage (1) 25 ICT in the UAE – ICT Survey 2010 How many of each of the following call types would you make on a typical week from your principal mobile phone? When do you make the majority of your calls from your principal mobile phone? Mobile users typically make around 46 calls each week from their mobile phones. Of these, 32 are to another mobile in the UAE, 9 are to a fixed line phone in the UAE and 5 are to international destinations The majority of these calls are made during business hours (48%), followed by during weekday evenings (44%). Only 6% are made during the weekend

26. Mobile Telephony – Usage (2) 26 ICT in the UAE – ICT Survey 2010 What is the approximate average length in minutes you would make of each national call type from your mobile phone? Most mobile calls last in the region of between 2 and 5 minutes on average To Another Mobile in the UAE To a Fixed Line in the UAE

27. Mobile Telephony – Usage (3) 27 ICT in the UAE – ICT Survey 2010 How often do you use mobile phones for the following activities? SMS is the most commonly used value added mobile service, followed by MMS and downloading ringtones

28. Mobile Telephony – Usage (4) 28 ICT in the UAE – ICT Survey 2010 How many SMS’s would you send on an average day? Approximately what percentage of the SMS messages you send are to UAE numbers and what percentage are to international numbers? 79% of mobile users use SMS (text) services. Of this 79%, 86% send between 1 and 5 SMS’s on an average day. 3% send more than 21 Almost a third of SMSs are sent to international numbers

29. Mobile Telephony – Usage (5) 29 ICT in the UAE – ICT Survey 2010 Do you ever change your mobile calling patterns to take advantage of promotions offered by mobile operators? 55% of individuals adjust their mobile calling patterns at least sometimes in response to promotions offered by the operators

30. Mobile Telephony – Spend 30 ICT in the UAE – ICT Survey 2010 The spread of average monthly mobile spend by individuals is reasonably wide. 95% spend more than AED 41 per month and 18% spend more than AED 400 per month How much do you normally spend on mobile telephony each month?

31. International Calling 31 ICT in the UAE – ICT Survey 2010

32. International Calling – Usage (1) 32 ICT in the UAE – ICT Survey 2010 On average, how many of the international calls do you make each week? What is the approximate average length in minutes you would make of international calls from your fixed and mobile phone? Households with fixed line phones typically make 5 international calls per week from that phone Mobile users typically make 5 international calls per week from their mobile phones The majority of international calls are in the region of between 2 and 10 minutes long Calls by households from fixed line phone Calls by individuals from mobiles 55

33. International Calling – Usage (2) 33 ICT in the UAE – ICT Survey 2010 Calls from fixed phones In terms of calls from fixed phones, India is by far the most popular international calling destination from the UAE, followed by Pakistan and the UK TotalEmiratiExpat ArabsExpat AsiansWesterners India52%0%1%76%0% Pakistan11%0% 16%0% United Kingdom10%9%2%7%52% Saudi Arabia9%25%7%8%2% United States8%2%4%9%14% Egypt6%7%37%0% Syria4% 26%0% Oman4%17%2%3%0% Canada4%6%7%3%2% Bahrain3%21%1% 0%

34. International Calling – Usage (3) 34 ICT in the UAE – ICT Survey 2010 Calls from Mobiles In terms of calls from mobile phones, India is by far the most popular international calling destination from the UAE, followed by Pakistan and Saudi Arabia TotalEmiratiExpat ArabsExpat AsiansWesterners India53%2% 71%1% Pakistan12%0% 16%0% Saudi Arabia11%28%6%11%2% United Kingdom6%9%1%5%47% Egypt6%12%33%0% United States6%3% 6%20% Bangladesh5%3%1%6%0% Oman5%22%2%5%2% Syria5%2%31%0%1% Qatar4%6%1%5%2%

35. International Calling – Usage (4) 35 ICT in the UAE – ICT Survey 2010 Do You Currently Use The Carrier Selection Service To Make Your International Calls Through Another Fixed Line Service Provider? The Carrier Selection Service allows users to place international and long distance national calls through a different operator to the one they subscribe to 13% of individuals use the Carrier Selection Service for making international calls

36. Internet Services 36 ICT in the UAE – ICT Survey 2010

37. Internet Services – Subscription (1) 37 ICT in the UAE – ICT Survey 2010 Do you have an Internet connection in your home? Which operator do you subscribe to for your home Internet services? 63% of individuals have an Internet connection in their home 98% of these connections are provided by Etisalat

38. Internet Services – Subscription (2) 38 ICT in the UAE – ICT Survey 2010 How long have you had an Internet connection in your house? What type of Internet connection do you have in your home? Of the 63% of individuals that have Internet access at home, at least 93% have a broadband connection The length of time that individuals have had an Internet connection at home varies considerably

39. Internet Services – Subscription (3) 39 ICT in the UAE – ICT Survey 2010 The majority of broadband subscribers subscribe to lower speed packages What is the speed of the broadband package you subscribe to?

40. Internet Services – Subscription (4) 40 ICT in the UAE – ICT Survey 2010 Have you ever had Internet in your home? Are you likely to subscribe to an Internet service within the next 6 months? 37% of individuals didn’t have an Internet connection in their home. Of these 37%, 8% used to have an Internet connection 22% of individuals without Internet connections at home intend to subscribe within the next six months.

41. Internet Services – Subscription (5) 41 ICT in the UAE – ICT Survey 2010 Why don’t you have an Internet connection in your home? Of the 37% of individuals that didn’t have Internet access at home, 46% said it was because they didn’t need an Internet connection and 41% because the cost was too high

42. Internet Services – Subscription (6) 42 ICT in the UAE – ICT Survey 2010 Why do you have both dialup and broadband Internet services? 5% of individuals with an Internet connection at home have both a broadband and dialup connection. 87% of the time, this is because the dialup connection is kept as a backup for when broadband isn’t working

43. Internet Services – Subscription (7) 43 ICT in the UAE – ICT Survey 2010 Why do you have dialup instead of broadband? Do you intend to switch to broadband within the next six months? 4% of individuals with an Internet connection at home had a dialup connection instead of broadband. 65% said this was because dialup meets their needs, while 41% said that broadband is too expensive 46% of dialup users have no intention of switching to broadband with the next six months

44. Internet Services – Subscription (8) 44 ICT in the UAE – ICT Survey 2010 Which of the following factors may cause you to switch from dialup to broadband? 57% of dialup users said they may consider switching to broadband if broadband prices fell, and 39% if the quality of broadband services improved 23% of dialup users said they don’t want to switch to broadband

45. Internet Services – Usage (1) 45 ICT in the UAE – ICT Survey 2010 Have you used the Internet within the past 3 months from any location? Which of the following locations have you commonly used to access the Internet from in past 12 months? 78% of individuals had used the Internet during the past three months Of these people, 78% regularly accessed the Internet from home and 48% from work

46. Internet Services – Usage (2) 46 ICT in the UAE – ICT Survey 2010 Why haven’t you used the Internet within the past 3 months? 22% of individuals had not used the Internet during the past three months Of these 22%, 54% said it was because they weren’t interested in using the Internet while 36% said they do not know how to use the Internet

47. Internet Services – Usage (3) 47 ICT in the UAE – ICT Survey 2010 How often do you use the Internet from each of the following locations? 63% of individuals that have a home Internet connection use the Internet at home at least once a day 45% of individuals that use the Internet at work will do so at least once a day

48. Internet Services – Usage (4) 48 ICT in the UAE – ICT Survey 2010 How much time do you spend on the Internet per week in each of the following locations? Most people that use the Internet use it for less than 10 hours per week from home, and less than 10 hours from out of home

49. Internet Services – Usage (5) 49 ICT in the UAE – ICT Survey 2010 On average, what percentage of your Internet time do you spend on the following? The majority of Internet sites accessed in the UAE are English based

50. Internet Services – Usage (6) 50 ICT in the UAE – ICT Survey 2010 Which activities did you use the Internet for in the past 12 months?

51. Mobile Internet 51 ICT in the UAE – ICT Survey 2010

52. Mobile Internet – Subscription 52 ICT in the UAE – ICT Survey 2010 Do you ever access the Internet via the following devices? Mobile PhonePC Datacard (on PC or laptop) 16% of individuals access the Internet via mobile phone, and 27% via PC datacards

53. Mobile Internet – Usage (1) 53 ICT in the UAE – ICT Survey 2010 Which of the following mobile devices have you used most often to access the Internet? Where do you most commonly access the Internet from using your Mobile Broadband service? Approximately what proportion of the time do you access the Internet from Mobile Internet versus fixed Internet? Blackberry’s are the most commonly used devices for accessing Mobile Internet services in the UAE Users of Mobile Internet use their mobile devices to access the Internet approximately 37% of the time. The remaining 63% of the time is from fixed Internet devices (PCs and laptops) 63% of users state that home is the location they most commonly access Mobile Broadband from, and 26% from work

54. Mobile Internet – Usage (2) 54 ICT in the UAE – ICT Survey 2010 Which activities do you most commonly use Mobile Internet for? General Internet browsing and emailing are the activities most commonly undertaken by users of Mobile Internet services

55. Mobile Internet – Usage (3) 55 ICT in the UAE – ICT Survey 2010 Which of the following factors might lead you to use Mobile Internet more often? 59% of individuals that use Mobile Internet services would use it more often if the download speeds were higher, and 55% if prices were lower

56. Social Networking 56 ICT in the UAE – ICT Survey 2010

57. Social Networking 57 ICT in the UAE – ICT Survey 2010 Have you set up a profile on a social networking site? Do you intend to set up a profile on a social networking site within the next 12 months? Which devices do you use to access social networking sites? 45% of individuals have set up a profile on a social networking site 85% of individuals that have a social networking profile access the sites via PC or laptop, and 15% via mobile phone Of those that don’t have a profile set up on a social networking site, 7% intend to set one up within the next 12 months

58. Social Networking 58 ICT in the UAE – ICT Survey 2010 Which social networking sites do you use? Facebook is by far the most commonly used social networking site

59. Social Networking 59 ICT in the UAE – ICT Survey 2010 How often do you visit the social networking site/s you have a profile on? Users of social networking sites in the UAE tend to access those sites very regularly, with 44% visiting them every day

60. Social Networking 60 ICT in the UAE – ICT Survey 2010 What do you use social networking sites for? The majority of people use social networking sites to communicate with family and friends

61. Consumer Satisfaction 61 ICT in the UAE – ICT Survey 2010

62. Consumer Satisfaction - Fixed 62 ICT in the UAE – ICT Survey 2010 How satisfied are you with the following elements of fixed telephony services? Overall, 93% of individuals are satisfied with their fixed line services

63. Consumer Satisfaction – Mobile (1) 63 ICT in the UAE – ICT Survey 2010 How satisfied are you with the following elements of mobile services in the UAE? Overall, 86% of individuals are satisfied with mobile calling services

64. Consumer Satisfaction – Mobile (2) 64 ICT in the UAE – ICT Survey 2010 Of the 14% of individuals that said they have switched from one mobile operator to another in the UAE, price was most common reason for making the switch Why did you switch mobile operators?

65. Consumer Satisfaction – Fixed International Calls 65 ICT in the UAE – ICT Survey 2010 How Satisfied Are You With Following Elements Of International Calling From Your Fixed Line Phone? Individuals were typically satisfied with the quality of international calls from their fixed line phones, but not as satisfied with the price of calls

66. Consumer Satisfaction – Mobile International Calls 66 ICT in the UAE – ICT Survey 2010 How Satisfied Are You With Following Elements Of International Calling From Your Mobile Phone? Individuals were typically satisfied with the quality of international calls from their mobile phones, but not as satisfied with the price of these calls

67. Consumer Satisfaction – Fixed and Mobile International Calls 67 ICT in the UAE – ICT Survey 2010 Why do you ask people from other countries to call you instead of you calling them? 17% of fixed telephony users and 26% of mobile users sometimes ask people from other countries to call them rather than them calling the people overseas. Most did so because it was cheaper for people from call them from other countries than it was for them to call other countries

68. Consumer Satisfaction – Internet (1) 68 ICT in the UAE – ICT Survey 2010 How satisfied are you with the following elements of your home Internet service? Individuals are generally satisfied with their Internet Service offerings. However, 22% are dissatisfied with the price of their Internet services

69. Consumer Satisfaction – Internet (2) 69 ICT in the UAE – ICT Survey 2010 20% of individuals said they would either definitely or probably switch Internet providers if they had the choice to do so 40% would either definitely not or probably not switch If you had the choice of switching from your existing Internet provider to another provider, how likely is it that you would switch?

70. Consumer Satisfaction – Internet (3) 70 ICT in the UAE – ICT Survey 2010 What would be the most important factor that would drive you to switch to another provider? Price, followed by Internet speeds, are considered to be the most important factors that would drive a consumer to switch from one Internet provider to another

71. Consumer Satisfaction – Mobile Internet 71 ICT in the UAE – ICT Survey 2010 How satisfied are you with the following elements of your Mobile Internet service? 79% of Mobile Internet users are satisfied with their Mobile Internet services

72. Service Complaints 72 ICT in the UAE – ICT Survey 2010 Have you ever submitted a complaint in relation to your telecommunication services in the UAE? If yes, who to? Which service or services did the complaint/s relate to? 3% of individuals have complained to the TRA and 15% to their telecommunications service providers at some point regarding their services in the UAE 58% of these complaints related to Internet services, 27% to mobile services and 24% to fixed telephony

73. ANNEX 73

74. Sample Structure – Fixed Line Section 74 ICT in the UAE – ICT Survey 2010 Nationality Emirate The survey sample frame was designed to ensure the results were as representative as possible of the entire population of the UAE of people aged between 15 and 74

75. Sample Structure – Mobile and Internet Sections 75 ICT in the UAE – ICT Survey 2010 Emirate Gender Nationality