1. ICT in the UAE Household Survey, 2012

2. Table of Contents Page Background……………………………………………………………………………….…….3 Methodology...……………………………………………………………………………….....4 Introduction and Main Results……………………………………………………………..…5 Fixed Line Telephony………………………………….………………………………….…...11 Mobile Telephony…………………………………………………………….…………….…..18 International Calling…………………………………………………………………………….29 Internet Services……………………………………………………………………………….39 Mobile Internet ……………….……………………………………………………………..…57 Social Networking……………………………………………………………………………..62 Consumer Satisfaction ………..………………………………………………………………67 Annex…………………………………………………………………………………………….79 2 ICT in the UAE – Household Survey 2012

3. 3 Background During year 2012, the TRA undertook a nation-wide survey focused on assessing the usage of ICT services by households and individuals in the UAE. The survey covered all residential services including fixed telephony, mobile telephony, and Internet. The survey examined, among other factors: The extent to which households/individuals in the UAE have access to various ICT services ICT services usage habits and behaviours amongst households/ individuals in the UAE Satisfaction levels of users with their ICT services The use of social networking among individuals in the UAE This report portrays the results of the 2012 survey. The TRA also completed a similar ICT survey among households in 2010. The results of the 2010 survey can be viewed at: http://www.tra.gov.ae/ict_in_uae.phphttp://www.tra.gov.ae/ict_in_uae.php ICT in the UAE – Household Survey 2012

4. Methodology 4 Data was gathered from a robust sample size of 2,045 households throughout the UAE by means of face-to-face interviews. Individuals aged 15 to 74 years of age were randomly selected using stratified random sampling to mirror the national distributions by Emirate, Gender, Nationality, and Social Class. The survey contained sections on: fixed-line telephony, mobile telephony, internet usage and social networking. The fixed line section was based on household usage of fixed line telephony as opposed to usage by individuals of the service. The surveyors therefore targeted the chief wage earner of the household regarding the subscription decisions and expenditure. The mobile, Internet and social networking sections targeted a randomly selected person from each household. The survey yields a confidence level of 95% with a margin of error of less than 3%.

5. Introduction and Main Results - Subscriptions 5 ICT in the UAE – Household Survey 2012 Individuals with Mobile Phone Household with Fixed Telephone Line Household with Internet Connection Broadband Speed in Household

6. Introduction and Main Results - Usage 6 ICT in the UAE – Household Survey 2012 Individuals Use of the Internet in the past 3 months Average Number of Calls per Week from Fixed Line Phone Average Number of Calls per Week from Mobile Phone Frequency of Individuals Use of the Internet by Location

7. Introduction and Main Results - Spending 7 ICT in the UAE – Household Survey 2012 Average Monthly spending of Household on Fixed Telephony Average Monthly spending of Individuals on Mobile Telephony

8. Introduction and Main Results – Satisfaction (1) 8 ICT in the UAE – Household Survey 2012 Consumers Satisfaction on Elements of Fixed Telephony Services Consumers Satisfaction on Elements of Mobile Telephony Services in the UAE

9. Introduction and Main Results – Satisfaction (2) 9 ICT in the UAE – Household Survey 2012 Consumers Satisfaction on Elements of Internet Services Base: Households with internet connection - 1286

10. Introduction and Main Results – UAE Nationals 10 ICT in the UAE – Household Survey 2012 Indicator UAE Nationals Total Population Proportion of individuals with a mobile phone 100%99.9% Proportion of households with a fixed line phone 72%50% Proportion of households with a computer 95%85% Proportion of households with a TV 97%95% Proportion of households with a radio 65%53% Proportion of households with an internet connection 84%72% Proportion of Individuals aged between 15 and 74 who have used the Internet in the past 3 months 80%85% Comparison of Key Results – UAE Nationals versus Wider Population

11. Fixed Line Telephony 11 ICT in the UAE – Household Survey 2012

12. Fixed Line Telephony – Subscription (1) 12 ICT in the UAE – Household Survey 2012 Household with Fixed Telephone Line by Provider Half of the households in the UAE have fixed line telephone connections, with a market split of 95% to Etisalat versus 5% to du Household with Fixed Telephone Line

13. Fixed Line Telephony – Subscription (2) 13 ICT in the UAE – Household Survey 2012 Reasons for not having a Fixed Line Phone at Home Likelihood to subscribe to a Fixed Line Service within next 6 months 50% of the households interviewed did not have a fixed line phone. 73% don’t have a fixed line phone because they don’t need one, while 67% use their mobile phones instead. Of those households which do not have fixed line phone, only 11% intend to subscribe to the service within the next 6 months. Base: Households without fixed telephone line - 1027

14. Fixed Line Telephony – Subscription (3) 14 ICT in the UAE – Household Survey 2012 Having ever had a Fixed Line Phone Reasons for Cancelling Fixed Line Service Of the households without a fixed line phone, 14% mentioned they used to have one. The main reasons for cancelling the service are the lack of need, and using mobile phones instead, both equally receiving 60% of responses Base: Households without fixed telephone line - 1027 Base: Households who have cancelled fixed telephone line - 144

15. Fixed Line Telephony – Usage (1) 15 ICT in the UAE – Household Survey 2012 Number of National Calls per Week from Fixed Line Phone Distribution of National Calls from Fixed Line Phone on the week Fixed lines are mostly used to make local calls to other fixed lines, followed by national (UAE) calls to mobile phones. More than half the calls from fixed line are made during weekday evenings, while 28% are made during business hours.

16. Fixed Line Telephony – Usage (2) 16 ICT in the UAE – Household Survey 2012 Average Length in Minutes of the National Calls from your Fixed Line Phone The majority of fixed line calls, whether local, national or to mobile, are in the range of 2 – 5 minutes in length.

17. Fixed Line Telephony – Spending 17 ICT in the UAE – Household Survey 2012 Monthly Household Spending on Fixed Telephony 70% of households in the UAE that have fixed line phones, spend more than AED 101 per month on their fixed line telephony services. Base: Households with Fixed phone - 1018

18. Mobile Telephony 18 ICT in the UAE – Household Survey 2012

19. Mobile Telephony – Subscription (1) 19 ICT in the UAE – Household Survey 2012 Number of Mobile SIMs or lines, Individuals use on Regular Basis Reasons for having more than one SIM More than 99% of individuals age 15-74 have mobile phones. 32% of mobile phone users have more than one mobile SIM card used on regular basis The most common reasons for having multiple SIMs are to take advantage of different promotions offered by the two operators (60%) and to maintain separate connections for business and personal use (59%). Base: Individuals with mobile phone - 2043 Base: Individuals with more than on SIM - 661

20. Mobile Telephony – Subscription (2) 20 ICT in the UAE – Household Survey 2012 Subscription Type of Principal Mobile Phone Duration of having the SIM most often used Of the mobile SIMs that were most commonly used by individuals:  86% were prepaid; and,  43% had been owned for more than 5 years. Base: Individuals with mobile phone - 2043

21. Mobile Telephony – Subscription (3) 21 ICT in the UAE – Household Survey 2012 Reasons for having a Pre-paid Connection Multiple reasons were cited by users for choosing the prepaid service over post-paid, the most prominent being:  The cheaper price of a prepaid line.  Avoidance of a monthly commitment Base: Individuals with prepaid mobile phone - 1751

22. Mobile Telephony – Subscription (4) 22 ICT in the UAE – Household Survey 2012 Reasons for having a Post-paid Connection The convenience of a post-paid line and the wider selection of service and products it offers are the main reasons of having a post-paid subscription. Base: Individuals with post-paid mobile phone - 292

23. Mobile Telephony – Usage (1) 23 ICT in the UAE – Household Survey 2012 Mobile users typically make around 65 calls each week from their mobile phones. Of these, 38 are to another mobile in the UAE, 11 are to a fixed line phone in the UAE and 6 are to international destinations. The majority of these calls are made during business hours (48%), followed by during weekday evenings (45%) and only 6% are made during the weekend. Number of Calls per Week from Principal Mobile Phone Call Type Distribution of Calls from Mobile Phone during the Week

24. Mobile Telephony – Usage (2) 24 ICT in the UAE – Household Survey 2012 44% of mobile-to-mobile calls lasts from 2 to 5 minutes, while 57% of calls from mobile to fixed line fall in the same range. Average Length in Minutes of the National Calls from Mobile Phone to Another Mobile or Fixed Phone in the UAE

25. Mobile Telephony – Usage (3) 25 ICT in the UAE – Household Survey 2012 Activities Undertaken by Mobile Users by Frequency of Use SMS is the most commonly used value added mobile service, followed by checking emails on mobile.

26. Mobile Telephony – Usage (4) 26 ICT in the UAE – Household Survey 2012 Number of SMS’s Mobile Users Send per Day Distribution of the SMS by Destination 57% of SMS users send between 2 to 5 SMS’s on an average day. Only 1% send more than 20 text messages per day. One quarter of the SMSs are sent to international numbers. Number of SMS Base: Individuals with mobile phones - 1808

27. Mobile Telephony – Usage (5) 27 ICT in the UAE – Household Survey 2012 Frequency of Users Changing their Mobile Calling Patterns to take Advantage of Promotions offered by Mobile Operators More than 40% of mobile users occasionally respond positively to promotions offered by the operators, by adjusting their mobile calling patterns.

28. Mobile Telephony – Spending 28 ICT in the UAE – Household Survey 2012 97% of mobile users in the UAE spend more than AED 40 per month, while 24% spend more than AED 400 per month. Average Spending on Mobile Telephony per Month Spending per Month

29. International Calling 29 ICT in the UAE – Household Survey 2012

30. International Calling – Usage (1) 30 ICT in the UAE – Household Survey 2012 UAE households typically make 4 international calls per week from fixed line, while mobile users make an average of 6 international calls per week from their mobile phones. The majority of international calls fall in the range from 2 to 10 minutes long. International Calls per Week by : Average Length in Minutes Individuals from Mobile 6 Households from Fixed Line Phone 4 Average Length in Minutes of the International Calls from Mobile and Fixed Phone Line Individuals Use of International Calling Cards

31. International Calling – Usage (2) 31 ICT in the UAE – Household Survey 2012 Top Destinations called 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 Egypt and Pakistan. TotalEmiratiExpat ArabsExpat AsiansWesterners India34%1%0%67%3% Egypt8%4%26%0%3% Pakistan7%0% 15%3% Sudan6%0%21%0% Syria6%1%20%0% Philippines5%0% 9%0% Saudi Arabia5%32%3%0% Jordan4%1%13%0% United Kingdom4%11%0%1%26% Canada2%3%0%1%17% Lebanon2%1%6%0% United States2%7%0%2%3%

32. International Calling – Usage (3) 32 ICT in the UAE – Household Survey 2012 Top Destinations called from Mobiles In terms of calls from mobile phones, India tops the list of international calling destination from the UAE, followed by Egypt and Pakistan TotalEmiratiExpat ArabsExpat AsiansWesterners India30%1%0%58%1% Egypt11%7%30%0%1% Pakistan10%0% 18%1% Philippines7%1%0%13%0% Syria7%1%22%0% Sudan6%0%17%0% Jordan3%4%7%0% Saudi Arabia3%31%1%0% Bangladesh2%0% 4%0% Lebanon2%1%6%0% United Kingdom2%7%0%1%24% Yemen2%3%6%0%

33. International Calling – Usage (4) 33 ICT in the UAE – Household Survey 2012 Methods of Making International Calls from Fixed Phone The vast majority of respondents make international calls from the main fixed service provider line, while 9% of respondents reported using another fixed service provider line to make international calls. Percentage of International Calls Made Using the other Fixed Service Provider * Main service provider is the provider from whom user receives a bill for monthly phone rental. You may also receive a bill for the number of international calls made from this service provider. Another service provider is the provider from whom user receive a bill only for the number of international calls made.

34. International Calling – VoIP (1) 34 ICT in the UAE – Household Survey 2012 Individuals Use of Internet through COMPUTER to make International Calls VoIP usage through computers is not very common among individuals in the UAE. Only 23% of Internet users make international calls over Internet from their PCs. Similarly, 21% of mobile subscribers use Internet through their mobiles to make international calls Individuals Use of Internet through MOBILE to make International Calls

35. International Calling – VoIP (2) 35 ICT in the UAE – Household Survey 2012 TotalEmiratiExpat ArabsExpat AsiansWesterners India27%0% 47%0% Pakistan13%0% 23%0% Egypt13%5%37%0% Philippines10%0% 17%0% Sudan7%0%20%0% Syria5%0%15%0% Bangladesh4%0% 6%0% Lebanon3%0%9%0% Canada2%0%1%2%14% Jordan2%5%6%0% Saudi Arabia2%32%2%0% United Kingdom2%0% 1%21% Top Destinations called via Internet on COMPUTER

36. International Calling – VoIP (3) 36 ICT in the UAE – Household Survey 2012 TotalEmiratiExpat ArabsExpat AsiansWesterners India23%0% 55%0% Egypt11%13%27%0% Philippines10%6%0%21%0% Syria, Syrian Arab Republic7%0%23%0% United Kingdom7%19%0%3%33% Saudi Arabia6%13%9%0% Pakistan4%0% 10%0% Bahrain3%13%0% Jordan3%0%9%0% Lebanon3%0%9%0% United Arab Emirates3%13%0% Australia1%6%0% Top Destinations called via Internet on MOBILE

37. International Calling – VoIP (4) 37 ICT in the UAE – Household Survey 2012 Percentage of International Calls via Internet on COMPUTER Percentage of International Calls via Internet on MOBILE Base: Individuals with internet connection - 1574

38. International Calling – VoIP (5) 38 ICT in the UAE – Household Survey 2012 Reasons for Using Internet on COMPUTER and MOBILE to make International Calls Cheaper price and convenience trigger VoIP usage through PC and Mobile.

39. Internet Services 39 ICT in the UAE – Household Survey 2012

40. Internet Services – Subscription (1) 40 ICT in the UAE – Household Survey 2012 Having Internet connection at Home Internet service Provider at Home 72% of individuals have an Internet connection in their home. 96% of these connections are provided by Etisalat. Base: all households- 2045

41. Internet Services – Subscription (2) 41 ICT in the UAE – Household Survey 2012 Type of Internet Connection at Home The vast majority (92%) of Internet subscriptions at home are broadband connections. 47% of respondents owning a broadband connection have been using it for more than 3 years. Duration of having the Broadband Connection at Home Type of Connection Duration of Connection

42. Internet Services – Subscription (3) 42 ICT in the UAE – Household Survey 2012 37% of broadband connections utilised in the UAE are in the 4 to 8 Mbps speed range. Speed of the Internet at Home Internet Speed

43. Internet Services – Subscription (4) 43 ICT in the UAE – Household Survey 2012 Individuals Signed up a Contract with a Specific Contract Period (6, 12, 24 months) Only 17% of Internet subscribers have signed up a contract of limited period

44. Internet Services – Subscription (5) 44 ICT in the UAE – Household Survey 2012 28% of individuals do not have an Internet connection in their home. Of those, 8% once had an Internet connection. 20% of individuals without Internet connections at home intend to subscribe within the next six months. Likelihood to subscribe to Internet Service within the next 6 months Having ever had Internet Service at Home

45. Internet Services – Subscription (6) 45 ICT in the UAE – Household Survey 2012 Reasons for not having an Internet Connection at Home Two main reasons were cited for not having a household Internet connection; respondents not subscribed to the service said they do not need it or the cost is too high. Base: Individuals without internet connection - 580

46. Internet Services – Subscription (7) 46 ICT in the UAE – Household Survey 2012 Distribution of Internet Packages at Home Standalone Internet packages are the most common (45%) of all Internet connections in households. Double Play (Internet and voice telephony) is the second most popular Internet package at home (38%). Most Internet subscribers with a double or triple play packages (69%) got it as their first Internet connection at home. Individuals Upgraded their Internet Account to Double Play or Triple Play in the Past Year Internet Packages Base: Individuals with internet connection - 1344 Base: Individuals with internet who upgraded - 713

47. Internet Services – Subscription (8) 47 ICT in the UAE – Household Survey 2012 Internet Speed before Upgrading to Double Play or Triple Play 24% of individuals with an Internet connection at home have upgraded from an Internet- only package (mostly at speeds 1Mbps and less) to double play or triple play. Internet Speed

48. Internet Services – Subscription (9) 48 ICT in the UAE – Household Survey 2012 Reasons for Upgrading Internet Account to Double Play / Triple Play The need of a higher Internet speed is the most common reason for upgrading to double play and triple play packages. * like free international minutes, free Wi-Fi hotspot, etc…

49. Internet Services – Subscription (10) 49 ICT in the UAE – Household Survey 2012 Intention to Upgrade to Double or Triple Play in the Next 6 Months Intention to upgrade to double and triple play packages is quite low. Of those still using an Internet-only connection at home, only 8% stated they are intending to upgrade to double play and even less (3%) are willing to upgrade to triple play. Close to one third of the users are still indecisive towards upgrading

50. Internet Services – Subscription (11) 50 ICT in the UAE – Household Survey 2012 Reasons for not Intending to Upgrade to Double Play / Triple Play Most subscribers of Internet are not willing to upgrade to double or triple play as they are happy with their current Internet package. Other reasons cited include price and lack of interest in additional services. * like free international minutes, free Wi-Fi hotspot, etc…

51. Internet Services – Usage (1) 51 ICT in the UAE – Household Survey 2012 Individuals Using Internet within the Past 3 Months from any Location Locations Commonly Used to Access the Internet in Past 3 Months 85% of individuals have used the Internet during the past three months. Of these people, 80% regularly accessed the Internet from home and 56% from work

52. Internet Services – Usage (2) 52 ICT in the UAE – Household Survey 2012 Reasons for not Using the Internet within the Past 3 Months 15% of individuals have not used the Internet during the past three months. Of those, 72% said they were not interested in using the Internet while 36% said they do not know how to use the Internet. Base: Individuals not used internet in last 3 months- 306

53. Internet Services – Usage (3) 53 ICT in the UAE – Household Survey 2012 Frequency of Internet Use from Home and out of Home Most of Internet users, use the Internet at least once a day from home and out of home. Base: Individuals with internet connection - 1286

54. Internet Services – Usage (4) 54 ICT in the UAE – Household Survey 2012 Time Individuals Spend on the Internet per Week in and out of Home 35% of Internet users spend from 3 to 10 hours per week using the internet. 33% of Internet users access Internet for an hour or less per week out of home. Base: Individuals with internet connection - 1286

55. Internet Services – Usage (5) 55 ICT in the UAE – Household Survey 2012 Percentage of Internet Time Individuals Spend on the Various Websites by Language The majority of Internet sites accessed in the UAE are English based. Base: Individuals with internet connection - 759

56. Internet Services – Usage (6) 56 ICT in the UAE – Household Survey 2012 Internet Activities in the Past 3 Months Base: Individuals with internet connection - 1286

57. Mobile Internet 57 ICT in the UAE – Household Survey 2012

58. Mobile Internet – Subscription 58 ICT in the UAE – Household Survey 2012 Devices Used to Access Mobile Internet Mobile Phone PC Datacard / USB (on PC or laptop) A major 45% of Internet users access the Internet via mobile phone, and 47% via PC data cards. Base: - 1739 Base: - 697

59. Mobile Internet – Usage (1) 59 ICT in the UAE – Household Survey 2012 Devices Used Most Often to Access InternetLocations Commonly Used to Access Mobile Internet Blackberry is the most commonly used device for accessing Mobile Internet services in the UAE. 75% of mobile Internet users access the service from home. Blackberry, 51% Base: Individuals with smart phones - 323

60. Mobile Internet – Usage (2) 60 ICT in the UAE – Household Survey 2012 Individuals Common Activities Using Mobile Internet

61. Mobile Internet – Usage (3) 61 ICT in the UAE – Household Survey 2012 Factors Might Lead to Use Mobile Internet more Often 59% of individuals who use Mobile Internet services would increase their usage if prices were lower. 41% would increase usage if the download speeds were higher.

62. Social Networking 62 ICT in the UAE – Household Survey 2012

63. Social Networking 63 ICT in the UAE – Household Survey 2012 Individuals with a Profile on a Social Networking Site Likelihood to Set up a Profile on a Social Networking Site within the Next 6 Months Devices Used to Access Social Networking Sites 69% of individuals have set up a profile on a social networking site. 96% of individuals who have a social networking profile access the sites via PC or laptop, and 36% via mobile phone. Of those who don’t have a profile set up on a social networking site, only 6% intend to set one up within the next 12 months, while 15% are indecisive.

64. Social Networking 64 ICT in the UAE – Household Survey 2012 Individuals Commonly Used Social Networking Sites Facebook is by far the most commonly used social networking site. Social Networking Sites Base: Individuals with internet connection - 1421

65. Social Networking 65 ICT in the UAE – Household Survey 2012 Frequency of Visiting the Social Networking Site/s Users of social networking sites in the UAE tend to access those sites very regularly, with 52% visiting them every day. Base: Individuals with internet connection - 1421

66. Social Networking 66 ICT in the UAE – Household Survey 2012 Individuals Activities on the Social Networking Site/s The majority of people use the social networking sites to communicate with family and friends.

67. Consumer Satisfaction 67 ICT in the UAE – Household Survey 2012

68. Consumer Satisfaction - Fixed 68 ICT in the UAE – Household Survey 2012 Overall, 94% of consumers are satisfied with their fixed line services. Satisfaction with Fixed Telephony Services

69. Consumer Satisfaction – Mobile (1) 69 ICT in the UAE – Household Survey 2012 Satisfaction with Mobile Services in the UAE Overall, 93% of individuals are satisfied with mobile services in the UAE.

70. Consumer Satisfaction – Mobile (2) 70 ICT in the UAE – Household Survey 2012 Of the 82% of individuals that said they have switched from one mobile operator to another in the UAE, the price was most common reason for making the switch. Reasons for Switching Mobile Operators

71. Consumer Satisfaction – Fixed International Calls 71 ICT in the UAE – Household Survey 2012 Satisfaction with International Calling From 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.

72. Consumer Satisfaction – Fixed and Mobile International Calls 72 ICT in the UAE – Household Survey 2012 Reasons for Asking People from other Countries to Call Instead of Calling them from Individual Fixed and/or Mobile Phones 5% only of fixed telephony users and 7% of mobile users sometimes ask people from other countries to call them. Most do so because it is cheaper to make inbound international calls.

73. Consumer Satisfaction – Internet (1) 73 ICT in the UAE – Household Survey 2012 Satisfaction with the Elements of Home Internet Service Individuals are generally satisfied with their Internet Service offerings across all elements of the service.

74. Consumer Satisfaction – Internet (2) 74 ICT in the UAE – Household Survey 2012 65% of Internet subscribers mentioned they would not switch from their existing Internet service provider, while 11% are likely to switch if they had the choice Likelihood of Switching from Existing Internet Provider to another Provider, if Choice were Available

75. Consumer Satisfaction – Internet (3) 75 ICT in the UAE – Household Survey 2012 Main Factors that would Drive a Customer to Switch to another Internet Provider Lower prices, higher Internet speeds and better customer service, are the most important factors that would drive a consumer to switch from one Internet provider to another.

76. Consumer Satisfaction – Mobile Internet 76 ICT in the UAE – Household Survey 2012 Satisfaction with Mobile Internet Service 74% of Mobile Internet users are generally satisfied with their Mobile Internet services A significant 32% of mobile Internet services though, are not happy with the pricing of the service

77. Service Complaints (1) 77 ICT in the UAE – Household Survey 2012 Individuals ever Submitted a Complaint in Relation to the Telecommunication Services in the UAE Services to which Complaint(s) Relate Only 5% of individuals have ever raised a complaint to the Telecommunications Regulatory (TRA) and 8% to their telecom service providers. 58% of these complaints are related to Internet services, 31% to fixed telephony, and 22% to mobile services.

78. 78 ICT in the UAE – Household Survey 2012 Satisfaction with Fixed Line/ Internet Services Transparency Related Aspects Individuals are generally satisfied with their Fixed Line and Internet Service Transparency related aspects. Service Complaints (2)

79. ANNEX 79

80. Sample Structure – Fixed Line Section 80 ICT in the UAE – Household Survey 2012 Distribution of Sample by Emirate The survey sample frame was designed to ensure the results are as representative as possible of the entire population of the UAE of people aged between 15 and 74. Distribution of Sample by Nationality

81. Sample Structure – Mobile and Internet Sections 81 ICT in the UAE – Household Survey 2012 Gender Nationality Distribution of Sample by: Emirate UAE Nationals, 17% Westerners, 6%