Consumer Awareness and Satisfaction Survey 2007: August 2008

IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007
CONSUMER AWARENESS AND SATISFACTION SURVEY 2007
August 2008
Infocomm Development Authority of Singapore 8 Temasek Boulevard #14-00 Suntec Tower Three Singapore 038988 Republic of Singapore Tel: (65)6211-0888 Fax: (65)6211-2222 Website: www.ida.gov.sg Copyright 2008 IDA All rights reserved. No part of this material may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photography, magnetic or other record, without the prior agreement and written permission of the Infocomm Development Authority of Singapore. Notwithstanding the above, part or parts of this publication may be used with the proper acknowledgement of its source without having to first obtain the prior agreement and written permission of the Infocomm Development Authority of Singapore.
CONTENTS
INTRODUCTION..................................................................................................................................5 SURVEY FINDINGS ............................................................................................................................6 A PERCEIVED IMPROVEMENTS IN TELECOMMUNICATION SERVICES..............................6
B FIXED LINE TELEPHONE SERVICE .....................................................................................7 Subscription to Fixed Line Telephone Service ................................................................................ 7 Satisfaction with Fixed Line Telephone Service .............................................................................. 7 C MOBILE TELEPHONE SERVICE ...........................................................................................8 Subscription to Mobile Telephone Service ...................................................................................... 8 Satisfaction with Mobile Telephone Service .................................................................................... 9 D INTERNATIONAL ROAMING SERVICE...............................................................................10 Awareness and Usage of International Roaming Service ............................................................. 10 Satisfaction with International Roaming Service........................................................................... 11 Awareness of International Roaming Charges by Overseas Telecom Service Providers .......... 12 Awareness of Alternatives to International Roaming Service ...................................................... 13 E 3G SERVICE .........................................................................................................................15 Awareness and Usage of 3G Service.............................................................................................. 15 Satisfaction with 3G Service ........................................................................................................... 17 F PREMIUM RATE SERVICE ..................................................................................................18 Awareness and Usage of Premium Rate Service........................................................................... 18 Satisfaction with Premium Rate Service ........................................................................................ 20 G BROADBAND INTERNET SERVICE....................................................................................21 Subscription to Broadband Internet Service.................................................................................. 21 Satisfaction with Broadband Internet Service................................................................................ 21 H VOICE OVER INTERNET PROTOCOL (VOIP).....................................................................22 Awareness and Usage of VOIP Service .......................................................................................... 22 Satisfaction with VOIP Service........................................................................................................ 25 I BUNDLED SERVICES ..........................................................................................................26 Awareness and Usage of Bundled Services .................................................................................. 26 Satisfaction with Bundled Services ................................................................................................ 27 J PAYPHONE SERVICE..........................................................................................................28 Usage of Payphone Service ............................................................................................................ 28 K SERVICE 100 (Directory Enquiry Service) .........................................................................31 Usage of Service 100 ....................................................................................................................... 31 L PRINTED DIRECTORIES SERVICE.....................................................................................34 Usage of Printed Directories ........................................................................................................... 34
LIST OF FIGURES
Figure A1: Perceived Improvements in Telecommunication Services .................................................. 6 Figure B1: Subscription of Fixed Line Telephone Service by Housing Type......................................... 7 Figure B2: Overall Satisfaction with Fixed Line Telephone Service...................................................... 7 Figure C1: Subscription to Mobile Telephone Service by Age .............................................................. 8 Figure C2: Subscription to Mobile Telephone Service by Housing Type .............................................. 8 Figure C3: Subscription to Mobile Telephone Service by Subscription of Fixed Line Telephone Service .......................................................................................................................................... 9 Figure C4: Overall Satisfaction with Mobile Telephone Service............................................................ 9 Figure D1: Overall Awareness and Usage of International Roaming Service ..................................... 10 Figure D2: Awareness and Usage of International Roaming Service by Age ..................................... 10 Figure D3: Awareness and Usage of International Roaming Service by Housing Type...................... 11 Figure D4: Overall Satisfaction with International Roaming Service ................................................... 11 Figure D5: Overall Awareness and Ability to Select Overseas Telecom Service Providers and their Respective Charges ........................................................................................................ 12 Figure D6: Overall Search for Charges of Overseas Telecom Service Providers ............................... 12 Figure D7: Ease of Finding Out About the Charges of Overseas Telecom Service Providers ............ 13 Figure D8: Overall Awareness of Alternatives to International Roaming Service................................ 13 Figure D9: Awareness and Usage of Alternatives to International Roaming Service.......................... 14 Figure D10: Reasons for not using Alternatives to International Roaming Service ............................. 14 Figure E1: Awareness and Usage of 3G Service by Age ................................................................... 15 Figure E2: Awareness and Usage of 3G Service by Housing Type .................................................... 15 Figure E3: Reasons for not using 3G Service..................................................................................... 16 Figure E4: Types of 3G Service Used ................................................................................................ 16 Figure E5: Overall Frequency of Usage of 3G Service (in the last 6 months) ..................................... 17 Figure E6: Overall Satisfaction with 3G Service ................................................................................. 17 Figure F1: Overall Awareness of Premium Rate Service.................................................................... 18 Figure F2: Awareness of Premium Rate Service by Age .................................................................... 18 Figure F3: Awareness of Premium Rate Service by Housing Type .................................................... 19 Figure F4: Overall Usage of Premium Rate Service ........................................................................... 19 Figure F5: Usage of Premium Rate Service by Age ........................................................................... 19 Figure G1: Subscription to Broadband Internet Service by Housing Type .......................................... 21 Figure G2: Overall Satisfaction with Broadband Internet Service ....................................................... 21 Figure H1: Overall Awareness and Usage of VOIP Service ............................................................... 22 Figure H2: Awareness and Usage of VOIP Service by Age................................................................ 22 Figure H3: Awareness and Usage of VOIP Service by Housing Type ................................................ 23 Figure H4: Overall Types of Calls Made ............................................................................................. 24 Figure H5: Types of Calls Made by Type of Service........................................................................... 24 Figure H6: Overall Satisfaction with VOIP Service ............................................................................. 25 Figure I1: Awareness/Usage of Bundled Services By Age ................................................................. 26 Figure I2: Awareness/Usage of Bundled Services By Housing Type.................................................. 26 Figure I3: Reasons for Signing Up for Bundled Services.................................................................... 27 Figure I4: Satisfaction with Bundled Services..................................................................................... 27 Figure J1: Overall Usage of Payphone Service (in the last 6 months) ................................................ 28 Figure J2: Usage of Payphone Service by Age (in the last 6 months) ................................................ 28 Figure J3: Usage of Payphone Service by Housing Type (in the last 6 months)................................. 29 Figure J4: Frequency of Usage of Payphone Service......................................................................... 29 Figure J5: Frequency of Usage of Payphone Service by Age............................................................. 30 Figure J6: Frequency of Usage of Payphone Service by Housing Type ............................................. 30 Figure K1: Usage of Service 100 (in the last 6 months)...................................................................... 31 Figure K2: Usage of Service 100 by Age (in the last 6 months).......................................................... 31 Figure K3: Usage of Service 100 by Housing Type (in the last 6 months) .......................................... 32 Figure K4: Overall Frequency of Usage of Service 100...................................................................... 32 Figure K5: Frequency of Usage of Service 100 by Age ...................................................................... 33 Figure K6: Frequency of Usage of Service 100 by Housing Type ...................................................... 33 Figure L1: Overall Usage of Printed Directories (in the last 6 months) ............................................... 34 Figure L2: Usage of Printed Directories by Age (in the last 6 months)................................................ 34
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Figure L3: Usage of Printed Directories by Housing Type (in the last 6 months) ................................ 35 Figure L4: Overall Frequency of Usage of Printed Directories............................................................ 35 Figure L5: Frequency of Usage of Printed Directories by Age ............................................................ 36 Figure L6: Frequency of Usage of Printed Directories by Housing ..................................................... 36
INTRODUCTION
The Consumer Awareness and Satisfaction Survey (CASS 07) aims to measure consumers awareness and usage of, and satisfaction with selected telecom services in Singapore. Consumers were asked for their satisfaction with the quality of telecom services they have used in terms of reliability and availability, variety of services available given the range of products and services currently offered in the market, price competitiveness of the various service offerings by service providers and customer service offered by the service operators. The CASS is a biennial survey, and the CASS 07 is the third one that IDA has conducted since full liberalisation of the Singapore telecommunication market in year 2000. Comparisons with the previous survey findings in 2005 are provided in this report where available and appropriate. The scope of telecom services surveyed includes: (a) Fixed Line Telephone Service; (b) Mobile Telephone Service (including International Roaming, 3G and Premium Rate services); (c) Broadband Internet Service (including Voice over Internet Protocol service); (d) Bundled Services; (e) Payphone Service; (f) Service 100 Directory Enquiry Service; and (g) Printed Directories Service.
SURVEY METHODOLOGY
In total, 1,500 individuals were interviewed between 3 December 2007 and 11 March 2008. The selection of the 1,500 individuals was conducted using a two-stage stratified design: (a) A sample of 1,500 households was selected from the Household Sampling Frame maintained by the Department of Statistics; and (b) From these sampled households, an individual was randomly selected for the survey. To be eligible for the survey, the individual must be a Singapore Citizen or Singapore PR aged 18 years and above.
SURVEY FINDINGS
A PERCEIVED IMPROVEMENTS IN TELECOMMUNICATION SERVICES
Compared to 2005, there was a general improvement in consumers perception of telecom services, across all the aspects measured, since full liberalisation of the Singapore telecommunication market in year 2000 (Figure A1).
Figure A1: Perceived Improvements in Telecommunication Services
100%
8.5%
6.1%
12.6%
7.6%
7.3%
3.9% 28.1%
6.9%
No, not at all
% of Respondents
80%
31.8%
31.0% 39.2% 40.9%
28.0%
32.6% Yes, but not very m uch
60% 49.1%
40%
47.3%
46.5% 35.6% 36.7%
49.8%
44.6%
Yes, quite a lot
20% 12.4% 0%
CAS 05
16.4%
CAS 07
12.6%
14.9%
14.9%
18.9%
15.8%
Yes, a great deal
Quality of Service
Price Competitiveness Variety of Services Available
* Customer Service
Base: Total resident population aged 18 years and above. *This aspect was not asked in CAS 2005.
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 B FIXED LINE TELEPHONE SERVICE
Subscription to Fixed Line Telephone Service In general, there was a decrease in the subscription to fixed line telephone service across most housing types since 2005. However, this was most apparent among those who stayed in HDB 1 or 2-Rm Flats. Figure B1 shows the breakdown of the subscription by housing type.
Figure B1: Subscription to Fixed Line Telephone Service by Housing Type
Subscribed to Fixed Line 100% 12.7% 14.5% 27.2% 80% 46.8% 94.9% 93.8% 98.0% 91.3% 95.8% 97.2% 91.1% 95.8% 7.0% 6.8% 6.2% 5.1% 2.0% 8.7% Did not subscribe to Fixed Line 4.2% 2.8% 4.2% 8.9%
% of Respondents
60% 87.3% 53.2% 72.8% 20%
85.5% 93.0%
93.2%
40%
0%
HDB 1 or 2-Rm Flat
CAS 05 CAS 07
HDB 3-Rm Flat
HDB 4-Rm Flat
HDB 5-Rm/ Executive Flat
Condominium/ Private Flat
Landed Property
Others
Base: Total resident population aged 18 years and above.
Satisfaction with Fixed Line Telephone Service Respondents whose households subscribed to fixed line telephone service remained generally satisfied with the quality of service, variety of services, price competitiveness and quality of customer service experienced; however, satisfaction levels have decreased slightly since 2005. The breakdown of overall satisfaction across the four measured aspects is shown in Figure B2.
Figure B2: Overall Satisfaction with Fixed Line Telephone Service
Satisfied 100% 3.1% 11.9% 6.6% 20.9% 12.0% 24.9% 11.3% 3.6% 25.4% 30.5% 6.2% Neutral Dissatisfied 7.3% 28.1%
% of Fixed Line Subscribers
80%
30.8%
60% 85.0% 40% 72.6% 71.0% 63.0% 64.6%
63.2%
58.3%
20%
0%
Quality of Service
CAS 05
CAS 07
Price Competitiveness
Variety of Services Available
* Customer Service
Base: Total resident population aged 18 years and above who subscribed to fixed line telephone services. * This aspect was not asked in CASS 05.
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 C MOBILE TELEPHONE SERVICE
Subscription to Mobile Telephone Service Subscription to mobile telephone service has generally increased since 2005. Figure C1 and Figure C2 provides a breakdown by age and housing type of mobile phone subscribers respectively, while Figure C3 shows the breakdown by fixed telephone service subscription. As illustrated by Figure C3, there was a larger increase in mobile telephone subscription amongst non-fixed line subscribers than fixed line subscribers.
Figure C1: Subscription to Mobile Telephone Service by Age
Subscribed to Mobile Line 100%
0.0% 4.0% 0.3% 4.6% 2.2% 0.0% 0.9% 7.6% 1.6% 5.4% 12.6%8.3% 6.6% 23.0%
Did not subscribe to Mobile Line

10.9% 20.1%
16.9% 25.4% 33.9% 54.5%
80%
% of Respondents
100.0% 96.0% 99.7% 95.4% 100.0% 97.8% 99.1% 92.4%
98.4% 94.6%
91.7% 87.4% 89.1% 93.4% 79.9% 77.0% 83.1% 74.6%
60%
40%
66.1% 45.5%
20%
0%
CAS 05 CAS 07
18-19 years
20-24 years
25-29 years
30-34 years
35-39 years
40-44 years
45-49 years
50-54 years
55-59 years
60 years and above
Figure C2: Subscription to Mobile Telephone Service by Housing Type

Subscribed to Mobile Line 100% 12.9% 25.1% 80% 49.1% 93.7% 88.0% 72.9% 79.8% 94.3% 96.9% 90.8% 84.6% 88.0% 82.9% 27.1% 20.2% 10.5% 12.0% 6.3% 5.7% 3.1% Did not subscribe to Mobile Line 12.0% 9.2% 17.1% 15.4%
% of Respondents
60% 74.9% 40%
87.1%
89.5%
20%
50.9%
0%
HDB 1 or 2-Rm Flat
CAS 05 CAS 07
HDB 3-Rm Flat
HDB 4-Rm Flat
Landed Property
Others

Figure C3: Subscription to Mobile Telephone Service by Subscription of Fixed Line Telephone Service
Subscribed to Mobile Line 100% 17.4% 80% 9.1% 26.3% Did not subscribe to Mobile Line 9.4%
% of Respondents
90.6% 60% 82.6% 90.9% 73.7% 40%
20%
0%
CAS 05 CAS 07 Subscriber of Fixed Line
Not Subscriber of Fixed Line
Satisfaction with Mobile Telephone Service Subscribers of mobile telephone service were generally satisfied with the quality of service, variety of services available, price competitiveness and quality of customer service, although slight decreases in satisfaction level from 2005 were seen (Figure C4).
Figure C4: Overall Satisfaction with Mobile Telephone Service
Satisfied 100% 7.2% 8.8% 80% 7.2% 19.5% 16.4% 25.5% 60% 84.0% 40% 73.3% 66.2% 57.0% 75.6% 65.4% 67.5% 17.4% 17.5% Neutral 3.9% 20.5% 29.0% 5.7% Dissatisfied 8.1% 24.5%
% of Mobile Line Subscribers
20%
0%
Quality of Service
CAS 05
CAS 07
* Customer Service
Base: Total resident population aged 18 years and above who subscribed to mobile telephone services. *This aspect was not asked in CASS 05.
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 D INTERNATIONAL ROAMING SERVICE
Awareness and Usage of International Roaming Service Awareness and usage of international roaming service were relatively high among those who traveled overseas within the past year, as shown in Figure D1. Figure D2 and Figure D3 provide the breakdown of usage of international roaming service by age and housing type respectively.
Figure D1: Overall Awareness and Usage of International Roaming Service
100% 92.4%
80%
% of Respondents
72.6%
60%
40%
20%
0% Aware Used
Base: Total resident population aged 18 years and above who travelled in the last 1 year. 'Usage = Usage in the last 1 year.
Figure D2: Awareness and Usage of International Roaming Service by Age

Aware 100% 80%
62.6% 96.9% 98.9% 97.9% 81.4% 97.8% 87.9% 70.9% 75.3% 95.5% 92.6% 94.0% 77.7% 70.7% 94.0% 74.5% 58.9% 51.0% 74.8%
Used
% of Respondents
71.1%
60% 40% 20% 0% 18-19 years 20-24 years 25-29 years 30-34 years 35-39 years 40-44 years 45-49 years 50-54 years
55-59 years
60 years and above
10

Figure D3: Awareness and Usage of International Roaming Service by Housing Type
Aware 100% 87.6% 80% 60% 45.3% 40% 20% 0%
HDB 1-2-Rm Flat HDB 3-Rm Flat HDB 4-Rm Flat HDB 5-Rm or Executive Flat Condominiums or Landed Property Private Flat Others
Used 100.0% 93.9%
89.5%
94.2% 77.4%
96.2% 78.0%
100.0% 86.5%
% of Respondents
72.0% 63.7% 65.8%
Satisfaction with International Roaming Service Generally, users were satisfied across the four measured aspects in relation to international roaming service (Figure D4).
Figure D4: Overall Satisfaction with International Roaming Service
Satisfied 100% Neither 15.0% 43.7% 35.5% 60% 18.6% 40% 63.3% 49.5% 54.3% 20% 37.6% 35.6% Dissatisfied 10.1%
% of International Roaming Users
7.7%
80%
29.0%
0%
Quality of Service
Customer Service
Base: Total resident population aged 18 years and above who used international roaming services.
11
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Awareness of International Roaming Charges by Overseas Telecom Service Providers More than 80% of those who used international roaming service in the last year were aware of the ability to select their overseas telecom service providers for international roaming; of these, slightly more than half were aware of the international roaming charges offered by different overseas telecom service providers (Figure D5).
Figure D5: Overall Awareness and Ability to Select Overseas Telecom Service Providers and their Respective Charges
Are you aware that you can select your overseas telecom service provider for international roaming?
100%
Are you aware of the international roaming charges offered by different overseas telecom service providers?
Aware 51.5%
% of International Roaming Users
81.5% 80%
60%
40% 18.5%
Not Aware 48.5%
20%
0% Not Aware Aware
Note: This analysis is based on all respondents who used international roaming services
Among those who were aware of the charges offered by different overseas telecom service providers, close to 40% found out about charges before they travel; of this group, most obtained their information from the local service providers websites (Figure D6).
Figure D6: Overall Search for Charges of Overseas Telecom Service Providers
Do you find out about different roaming charges of overseas telecom service providers?
70% 60% 60.1%
30% 40%
Where do you find out about these charges? (Top 5)

32.0%
% of Respondents
50% 40% 30% 20% 10% 0% No Yes

0%
Local service provider's website Brochures
(N= 17)
39.9%
20%
19.3%
18.8%
18.4%
18.1%
10%
Based on previous charges paid (N= 21)
Word of M outh (N= 19)
Overseas service provider's website (N= 17)
Note: Analysis is based on all respondents who were aware of different roaming charges offered by overseas telecom service provider.
More than 80% of respondents who were aware of the different roaming charges felt that it was easy to find out about the charges (Figure D7).
12

Figure D7: Ease of Finding Out About the Charges of Overseas Telecom Service Providers
60% 50.4%
Easy = 82.9%
% of Respondents
50% 40% 32.5% 30% 20% 10% 1.2% 0% Not easy at all Not easy Neither Easy Very Easy
Not easy = 5.4%

11.6% 4.2%
Base: Total resident population aged 18 years and above who were aware of different roaming charges offered by overseas telecom service provider.
Awareness of Alternatives to International Roaming Service Among those who were aware of international roaming service, more than 8 in 10 respondents knew about other ways to make calls back to Singapore using their mobile phones (Figure D8).
Figure D8: Overall Awareness of Alternatives to International Roaming Service
Aware, 83.7%
Not Aware, 16.3%
Base: Total resident population aged 18 years and above who were aware of international roaming services.
13
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Among the alternatives to international roaming service, overseas pre-paid SIM card and international calling card were the highest in converting awareness to usage for every 2 persons who were aware, 1 had used before (Figure D9).
Figure D9: Awareness and Usage of Alternatives to International Roaming Service
Conversion Ratio
100% 86.7% 80% 84.3% Aware Used 60.4% 60% 41.4% 40% 42.0%
2:1
2:1
5:1
3:1
% of Respondents
Includes: Includes: Skype, MSN Skype, MSN

12.6% 15.7% 5.1%
20%
0% Overseas Pre-paid SIM card International Calling Card Call-back Services Others
Note: Analysis is based on all respondents who were aware of alternatives to international roaming
Reasons for Not Using Alternatives to International Roaming Service The convenience of using international roaming was cited as the main factor for not using the alternatives (Figure D10).
Figure D10: Reasons for not using Alternatives to International Roaming Service
80% 77.1%
% of Respondents
60%
40%
20%
15.8% 8.3% 3.1% 1.4% Hardly travel overseas 1.2% Utilises foreign fixed lines 3.5% Others
0% Convenience of No need to call international back roaming Cost is not an issue to me Voice quality is better with international roaming
Base: Total resident population aged 18 years and above who did not use any alternatives to international roaming services. Responses are based on a multiple-response question, hence percentages do not add up to 100%.
14
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 E 3G SERVICE
Awareness and Usage of 3G Service In general, the majority of respondents were aware of 3G service although much fewer had used 3G service within the past 6 months. Breakdown of the awareness and usage of 3G service by age and housing type are shown in Figure E1 and Figure E2 respectively.
Figure E1: Awareness and Usage of 3G Service by Age
100% 98.0% 93.5% 90.2% Aware 91.2% Has 3G Phone 85.1% 75.7% Has 3G SIM Card 82.1% 73.7% Uses 3G Services
80%
% of Respondents
60%
56.8% 49.5% 46.2%
52.4% 39.7%
50.0% 40.6%
46.5% 37.6% 36.4% 26.9% 31.8% 24.1% 9.3% 26.5%
51.4% 34.2%
40% 27.2% 20% 10.6% 24.9%
28.7% 18.0%
20.4%
18.4%
21.9% 7.5%
15.9%
15.1%
5.9% 55-59 years
0% 18-19 years 20-24 years 25-29 years 30-34 years 35-39 years 40-44 years 45-49 years 50-54 years
11.0% 8.6% 1.6%
60 years and above
Base: Total resident population aged 18 years and above. Usage = Usage in the last 6 months.
Figure E2: Awareness and Usage of 3G Service by Housing Type

100% 80.3% 71.3% 72.7% Aware Has 3G SIM Card 82.8% 77.7% Has 3G Phone Uses 3G Services 74.2%
80%
% of Respondents
60% 44.7% 40% 16.1% 11.0% 6.3% 24.6% 17.0% 7.4% 11.1% 38.2% 32.3% 42.7% 30.6% 14.6% 44.3% 32.9% 17.1%
52.0% 43.0% 28.4% 28.4% 21.6%
20.9%
20%
0% HDB 1-2-Rm Flat HDB 3-Rm Flat HDB 4-Rm Flat HDB 5-Rm or Condominiums Executive Flat or Private Flat Landed Property Others
15
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Reasons for Not Using 3G Service The main reason cited by respondents for not using 3G service was lack of need for the service (Figure E3).
Figure E3: Reasons for not using 3G Service
80% 70.6% 60%
% of Non-3G Users
40% 26.1% 20% 14.1% 2.1% 0%

I do not have a need for the services The services are too expensive I do not know how to use the services I have problems accessing the services Others
4.6%
Base: Total resident population aged 18 years and above who do not use 3G services. Responses are based on a multiple-response question, hence percentages do not add up to 100%. Usage = Usage in the last 6 months.
Types of 3G Service Used For those who had used 3G service, most used it for video calls and emails (Figure E4).
Figure E4: Types of 3G Service Used
60% 50.6%
% of 3G Users
40%
36.4% 33.0% 27.1%
20%
19.9% 13.8% 4.4%
0% Video Calls Email High speed Internet Access Music Downloads Video Streaming Webcam Others
Base: Total resident population aged 18 years and above who used 3G services. Responses are based on a multiple-response question, hence percentages do not add up to 100%. Usage = Usage in the last 6 months.
16
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Frequency of Usage of 3G Service For those who had used 3G service, more than a third used it at least once a week (Figure E5).
Figure E5: Overall Frequency of Usage of 3G Service (in the last 6 months)
40% 36.7%
% of Frequent Usage = At least once a day & at least once a week
% of Frequent Usage = 33.9%

30%
29.5% 23.2%
% of 3G Users
20%
10.7% 10%
0% At least once a day At least once a week At least once a month Fewer than once a month
Base: Total resident population aged 18 years and above who used 3G services. Usage = Usage in the last 6 months.
Satisfaction with 3G Service Generally, users were satisfied across the four measured aspects in relation to 3G service (Figure E6).
Figure E6: Overall Satisfaction with 3G Service
Satisfied 100% 18.9% 80% 21.5% 18.7% 13.7% Neither Dissatisfied 5.7%
35.2% 31.7% 32.4%
% of 3G Users
60%
40% 59.6% 20% 49.5% 53.8% 59.1%
0%
Quality of Service
Customer Service
Base: Total resident population aged 18 years and above who used 3G services.
17
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 F PREMIUM RATE SERVICE1
Awareness and Usage of Premium Rate Service More than half of the respondents were aware of premium rate service (Figure F1). Breakdown of the awareness of premium rate service by age and housing type are shown in Figure F2 and Figure F3 respectively. However, only less than 20% of respondents had used premium rate service (Figure F4). Breakdown of usage by age and housing type can be found in Figure F5 and Figure F6.
Figure F1: Overall Awareness of Premium Rate Service
Not Aware, 48.1%
Aware, 51.9%
Figure F2: Awareness of Premium Rate Service by Age

Aware 100% 38.8% 36.6% 37.7% 37.4% 38.9% Not Aware
% of Respondents
80%
45.6%
44.3% 60.3% 62.6% 71.6%
60%
40% 61.2% 20% 63.4% 62.3% 62.6% 61.1% 54.4% 55.7% 39.7% 37.4% 28.4%
0% 18-19 years 20-24 years 25-29 years 30-34 years 35-39 years 40-44 years 45-49 years 50-54 years 55-59 years 60 years and above
Premium Rate Service refers to a value-added service that allows the mobile subscriber to download wallpapers, ring tones, logos, games, news etc through his/her mobile phone. It also includes chatlines, contest participation, charitable fundraising and votelines. 18

Figure F3: Awareness of Premium Rate Service by Housing Type
Aware 100% Not Aware
80%
% of Respondents
56.1% 60%
48.5%
48.0%
43.0%
51.0%
53.5%
57.8%
40% 51.5% 20% 43.9% 52.0% 57.0% 49.0% 46.5% 42.2%
0%
HDB 1-2-Rm Flat HDB 3-Rm Flat HDB 4-Rm Flat HDB 5-Rm or Executive Flat Condominiums or Private Flat Landed Property Others
Figure F4: Overall Usage of Premium Rate Service

Have used, 19.8%
Have not used, 80.2%
Base: Total resident population aged 18 years and above who were aware of premium rate services.
Figure F5: Usage of Premium Rate Service by Age

Have used 100% Have not used
80%
% of Respondents
60%
71.8% 85.7%
81.5%
72.9% 86.3% 86.4%
78.0%
79.8%
87.4%
81.8%
40%
20% 14.3% 0%
18-19 years
28.2% 18.5%
20-24 years 25-29 years
27.1% 13.7%
30-34 years 35-39 years
13.6%
40-44 years
22.0%
45-49 years
20.2%
50-54 years
12.6%
55-59 years
18.2%
60 years and above
19

Figure F6: Overall Usage of Premium Rate Service by Housing Type
Have used 100% Have not used
80%
% of Respondents
60%
81.4%
81.8%
76.4%
82.5%
81.0%
73.2% 92.9%
40%
20% 18.6% 0%
HDB 1-2-Rm Flat HDB 3-Rm Flat HDB 4-Rm Flat HDB 5-Rm or Executive Flat Condominiums or Private Flat Landed Property
18.2%
23.6%
17.5%
19.0%
26.8% 7.1%
Others
Satisfaction with Premium Rate Service Respondents were generally satisfied with all aspects except for price competitiveness (Figure F7).
Figure F7: Overall Satisfaction with Premium Rate Service
Satisfied 100%
5.5% 22.5%
Neither
6.3%
Dissatisfied
8.9%
% of Premium Rate Services Users
80%
31.2%
33.0% 35.8%
32.9%
60%
40%
60.6% 63.3% 58.2% 41.7%
20%
0%
Quality of Service
Customer Service
Base: Total resident population aged 18 years and above who have paid for premium rate services.
20
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 G BROADBAND INTERNET SERVICE
Subscription to Broadband Internet Service Generally, there was an increase in the number of subscriptions to Broadband Internet service since 2005 across all housing types. The increase was most evident for respondents who stayed in HDB 4Rm Flats and below (Figure G1).
Figure G1: Subscription to Broadband Internet Service by Housing Type
100%
2005
2007
84.9% 89.2% 83.3% 75.5% 68.2% 72.2% 70.4% 80.0%
80%
72.2% 63.5%
% of Respondents
60% 49.5% 40% 27.2% 20% 8.7% 0%

CAS 05 CAS 07
38.0%
HDB 1 or 2-Rm Flat
HDB 3-Rm Flat
HDB 4-Rm Flat
Landed Property
Others
Satisfaction with Broadband Internet Service Subscribers of Broadband Internet service were generally satisfied with the quality of service, variety of services available, price competitiveness and quality of customer service, although satisfaction levels were generally lower than in 2005 (Figure G2).
Figure G2: Overall Satisfaction with Broadband Internet Service
Satisfied 100% 8.4% 13.6% 22.9% 22.6% 60% 78.0% 67.2% 57.8% 20% 55.9% 67.5% 64.7% 26.5% 9.9% 5.6% 19.5% 17.5% 26.9% 28.8% Neutral 6.5% Dissatisfied 10.3%
% of Subscribers of Broadband
80%
27.7%
40%
62.0%
0%
CAS 05 CAS 07 Quality of Service
Customer Service *
Base: Total resident population aged 18 years and above who subscribed to broadband internet services. * This aspect was not asked in CASS 05.
21
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 H VOICE OVER INTERNET PROTOCOL (VOIP)2
Awareness and Usage of VOIP Service Only slightly more than half of respondents were aware of VOIP service. Usage in the last 6 months stood at only close to 20% (Figure H1). Breakdown of awareness and usage by age and housing type are shown in Figure H2 and Figure H3 respectively.
Figure H1: Overall Awareness and Usage of VOIP Service
60% 50%
% of Respondents
58.6%
40% 30% 20% 10% 0% Aware Used 17.6%
Figure H2: Awareness and Usage of VOIP Service by Age

100% 79.2% 73.2% 63.6% 60% 57.3% 50.9% 45.1% 40% 25.9% 20% 24.6% 27.4% 27.4% 19.4% 15.7% 14.6% 13.5% 6.6% 0% 18-19 years 20-24 years 25-29 years 30-34 years 35-39 years 40-44 years 45-49 years 50-54 years 55-59 years 60 years and above 6.9% 25.8% 63.8% Aware Used
80%
70.6%
72.1%
For this survey, VOIP refers to a service that allows the user to make free or cheaper calls through the Internet on a personal computer. Some examples are Skype, MSN Messenger and Google Talk. 22
% of Respondents

Figure H3: Awareness and Usage of VOIP Service by Housing Type
100% Aware 80% Used
% of Respondents
61.5% 60% 39.1% 51.8% 55.6%
66.2%
68.9%
67.6%
43.0%
40%
20% 4.5% 0%
HDB 1-2-Rm Flat
15.1%
14.7%
18.5%
21.2%
22.5%
HDB 3-Rm Flat
HDB 4-Rm Flat
HDB 5-Rm or Executive Flat
Condominiums Landed Property or Private Flat
Others
23
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Types of Calls Made Among users of VOIP service, about 6 in 10 used it to make international calls. Near to one third used it for both local and international calls (Figure H4). The majority of those who made international calls used a free VOIP service (Figure H5).
Figure H4: Overall Types of Calls Made
70%
% of Users of VOIP Services
60% 50% 40% 30% 20%
58.0%
29.6%
12.4% 10% 0% International Calls only Local Calls only Both
Base: Total resident population aged 18 years and above who have used VOIP services.
Figure H5: Types of Calls Made by Type of Service

100% 1.3% 8.4% 10.1% 80% 11.0% 32.5% Both
% of Users of VOIP Services
60% 87.6%
12.2% Paid
40%
81.6%
55.3% 20%
Free
0% International Calls only Local Calls only Both
Note: Total resident population aged 18 years and above who have used VOIP services
24
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Satisfaction with VOIP Service Respondents were generally satisfied with their usage of VOIP service (Figure H6).
Figure H6: Overall Satisfaction with VOIP Service
Satisfied 100%
11.9% 11.6% 12.0%
Neither
Dissatisfied
11.0%
% of VOIP Service Users
80%
35.5% 39.1% 38.9% 41.3%
60%
40%
52.6% 49.4% 49.0% 47.7%
20%
0%
Quality of Service
Customer Service
Base: Total resident population aged 18 years and above who have used VOIP services.
25
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 I BUNDLED SERVICES3
Awareness and Usage of Bundled Services Slightly more than half of respondents were aware of bundled services but fewer have used it. Breakdown of awareness and usage by age and housing type are shown in Figure I1 and Figure I2 respectively.
Figure I1: Awareness/Usage of Bundled Services By Age
100% Aware 76.3% Used
80%
73.6% 59.0% 52.3% 59.6% 61.8% 52.1% 42.1%
% of Respondents
60%
57.3%
40% 22.0% 20% 15.1% 16.0% 14.6% 12.6% 7.0% 0% 18-19 years 20-24 years 25-29 years 30-34 years 35-39 years 40-44 years 45-49 years 50-54 years 55-59 years 60 years and above 13.6% 10.2% 12.0% 24.5%
7.3%
Note: Total resident population aged 18 and above. Figure I2: Awareness/Usage of Bundled Services By Housing Type
100% Aware Used
80%
% of Respondents
60%
49.8%
55.9%
59.4%
56.8%
60.7% 51.7%
40% 24.5% 20% 8.8% 2.5% 0% HDB 1-2-Rm Flat HDB 3-Rm Flat HDB 4-Rm Flat HDB 5-Rm or Condominiums Executive Flat or Private Flat Landed Property Others 15.6% 16.5% 9.4% 13.7% 11.0%
Note: Total resident population aged 18 and above.
For this survey, Bundled Services refer to a package of three or more services provided by one single service provider. 26
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 Reasons for Signing Up for Bundled Services Cost savings was cited as the main reason for subscribing to bundled services (Figure I3).
Figure I3: Reasons for Signing Up for Bundled Services
70% 60% 50% 40% 30% 20% 10% 0% Cost-savings Convenience of having 1 service provider Freebies given Convenience of during initial sign having only 1 bill up One device able to provide many of the services Others 7.0% 37.6% 34.2% 34.2% 29.3% 65.0%
Note: Analysis is based on respondents who subscribed to bundled services. Responses are based on a multiple-response question, hence percentages do not add up to 100%.
Satisfaction with Bundled Services Respondents were generally satisfied with Bundled Services on each of the following aspects (Figure I4).
Figure I4: Satisfaction with Bundled Services
Satisfied 100% 14.0% 6.4% 8.7% 7.3% Neither 4.3% 16.3% 44.8% 6.5% 21.0% 72.5% Dissatisfied 11.2% 22.8%
% of Subscribers of Bundled Services
% of Subscribers of Bundled Services
80% 24.7% 60%
40%
61.3%
85.0%
47.9%
79.4% 66.0%
20%
0%
Cost Savings
Convenience of having 1 provider
Freebies
Convenience Having only of having 1 bill 1 device
Others
Note: This analysis is based on all respondents who subscribed to bundled services.
27
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 J PAYPHONE SERVICE
Usage of Payphone Service Usage rate for payphone service decreased further from 2005 - eight out of ten respondents indicated that they did not use a payphone in the last six months (Figure J1). Usage by age and housing type can be seen in Figure J2 and Figure J3 respectively.
Figure J1: Overall Usage of Payphone Service (in the last 6 months)
100% Yes No
80%
% of Respondents
60%
78.0%
79.5%
40%
20%
22.0% 20.5%
0%
CAS 2005 CAS 2007
Figure J2: Usage of Payphone Service by Age (in the last 6 months)
Yes 100% No
80%
% of Respondents
60%
67.2% 81.5%
82.4% 83.3% 82.3% 79.9%
83.6% 81.6%
75.5% 83.4%
78.2% 83.8%
72.7% 77.2% 74.8% 76.6%
73.8% 77.2%
75.8% 78.1%
40%
20%
32.8% 20.1% 18.5% 16.7% 17.7% 17.6% 18.4% 16.4%
24.5% 16.6%
25.2% 27.3% 21.8% 16.2%
24.2% 23.4% 22.8% 21.9% 22.8% 26.2%
0%
CAS 05 CAS 07
18-19 years
20-24 years
25-29 years
30-34 years
35-39 years
40-44 years
45-49 years
50-54 years
55-59 years
60 years and above
28

Figure J3: Usage of Payphone Service by Housing Type (in the last 6 months)
Yes 100% No
80%
57.2% 67.3% 70.8% 70.1% 75.4% 74.5%
% of Respondents
60%
80.3%
84.8%
91.3%
82.1% 88.8% 92.9%
83.2%
92.8%
40% 42.8% 20% 32.7% 29.9% 29.2% 24.8% 25.5% 19.7% 15.2%
11.2% 8.7%
17.9% 7.1%
Landed Property
16.8%
0%
7.2%
CAS 05 CAS 07
HDB 1 or 2-Rm Flat
HDB 3-Rm Flat
HDB 4-Rm Flat
Others
Frequency of Usage of Payphone Service Frequency of payphone usage was generally low. The percentage of users who use payphone at least once a week has decreased since 2005 (Figure J4). Frequency of usage by age and housing type can be seen in Figure J5 and Figure J6 respectively.
Figure J4: Frequency of Usage of Payphone Service
80%
2005 59.1% 2007
% of Payphone Users
60%
60.2%
40%
32.5%
23.3% 20% 12.4%

7.2%
4.2%
1.3%
0% Very rarely (fewer than 5 times a year) Fairly often (at least once a month) Very often (at least once a week) Most of the time (at least once a day)
Base: Total resident population aged 18 years and above who used payphone in the last 6 months.
29

Figure J5: Frequency of Usage of Payphone Service by Age
100%
26.4%
39.6%
Very rarely (fewer than 5 times a year)

47.6% 58.4% 57.4% 51.6% 49.7%
% of Payphone Users
46.6%
80%
72.9%
59.5%
60.0%
75.1%
67.6%
60%
79.5%
78.1%
Fairly often (at least once a month)
50.9%
62.7%
62.3%
64.9%
63.0%
63.0%
19.1%
38.5%
51.6%
40%
21.5%
Very often (at least once a week)

38.0%
27.4%
40.2%
21.4%
19.1%
23.5%
21.2%
0%
CAS 05 CAS 07 18-19 20-24 years years
14.2%
11.2%
20%
18.6%
24.5%
Most of the time (at least once a day)
25.2%
36.4%
39.6%
25-29 years
30-34 years
35-39 years
40-44 years
45-49 years
50-54 years
55-59 years
60 years and above
Figure J6: Frequency of Usage of Payphone Service by Housing Type

100%
V e ry ra re ly ( f e we r t ha n 5 t im e s a ye a r)
80% 36.8%
36.5% 52.9% 58.6% 67.4% 55.8% 71.0% 70.7% 72.7% 78.4% 100.0% 100.0% 55.8%
% of Payphone Users
53.6% 60%
28.0%
F a irly o f t e n ( a t le a s t o nc e a m o nt h)
40% 45.2%17.4%
51.1% 24.5% 25.6% 14.5% 23.3%
28.9% 19.9% 44.2% 16.3%
20%
V e ry o f t e n ( a t le a s t o nc e a we e k )
29.0%
0%
CAS 05CAS 07 HDB 1 or 2-Rm Flat
HDB 3-Rm Flat
HDB 4-Rm Flat
Landed Property
Others
M o s t o f t he t im e ( a t le a s t o nc e a da y)
30
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 K SERVICE 1004 (Directory Enquiry Service)
Usage of Service 100 There was an overall decrease in the usage of Service 100 since 2005 (Figure K1). Figure K2 and Figure K3 show the usage by age and housing type respectively.
Figure K1: Usage of Service 100 (in the last 6 months)
100%
80%
% of Respondents
70.2%
60%
76.4%
No
40%
Yes
20%
29.8%
23.6%
0%
CAS 05
CAS 07
Figure K2: Usage of Service 100 by Age (in the last 6 months)
100% No 89.7% 60% 75.8% 79.3% 62.4% 78.5% 68.2% 63.9% 62.6% 57.4% 68.8% 66.0% 74.0% 73.8% 69.7% 83.2% 72.9% 85.0% 74.1% 87.5% 83.1% Yes
% of Respondents
80%
40% 42.6% 25.9% 34.0% 31.2% 30.3% 27.1% 26.0% 26.2% 16.8% 15.0%
20%
24.2% 10.3%
37.6% 20.7%
37.4%36.1% 31.8% 21.5%
16.9% 12.5%
0%
CAS05 CAS07
18-19 years
20-24 years
25-29 years
30-34 years
35-39 years
40-44 years
45-49 years
50-54 years
55-59 years
60 years and above
Service 100 refers to the operator-assistance service that provides callers with directory information, such as names, addresses and telephone numbers of subscribers to fixed line telephone services. 31

Figure K3: Usage of Service 100 by Housing Type (in the last 6 months)
100% 50.2% 76.3% 77.2% 64.5% 77.0% 59.6% 73.1% 68.3% 68.3% Yes 49.6% No
80%
% of Respondents
83.2% 60% 87.9% 40%
74.0% 80.7%
31.7% 20% 16.8% 12.1% 0%

CAS 05 CAS 07
26.0% 19.3%
HDB 3-Rm Flat
23.7% 22.8%
35.5% 23.0%
40.4% 31.7% 26.9%
49.8% 50.4%
HDB 1 or 2-Rm Flat
HDB 4-Rm Flat
Landed Property
Others
Frequency of Usage of Service 100 The frequency of Service 100 usage was also low. Frequency decreased from 2005, with more than three-quarters using Service 100 less than 5 times a year (Figure K4). Figure K5 and Figure K6 show the frequency of usage by age and housing type respectively.
Figure K4: Overall Frequency of Usage of Service 100
80% 75.1% 63.4% 2005
% of Service 100 Users
60% 2007
40% 29.3% 18.9%
20%
6.0% 0% Very rarely (fewer than 5 times a year) Fairly often (at least once a month)
4.8% 1.3%
1.1%
Very often (at least once a week)
Base: Total resident population aged 18 years and above who have used Service 100 in the last 6 months.
32

Figure K5: Frequency of Usage of Service 100 by Age
100%
57.3%
58.5%
59.2%
60.2%
58.7%
57.9%
54.4%
80% 67.7%
62.1%
63.6%
75.7%
83.6%
79.1%
76.5%
87.6%
60%
85.4%
84.3% 15.7%
F a irly o f t e n ( a t le a s t o nc e a m o nt h) V e ry o f t e n ( a t le a s t o nc e a we e k )
64.9%
40% 26.7% 35.1% 34.5% 32.6% 33.7% 18.7% 29.2% 40.8% 27.1%
39.8%
31.1%
73.3%
13.3%
25.3%
69.4%
25.3%
11.4%
14.6%
0%
CAS05 CAS07
9.4%
18-19 years
20-24 years
25-29 years
30-34 years
35-39 years
40-44 years
45-49 years
50-54 years
20.9%
55-59 years
23.5%
20%
60 years and above
Figure K6: Frequency of Usage of Service 100 by Housing Type

17.4% 100%
54.8%
80%
63.0%
67.2%
68.1%
63.5%
46.3%
73.6%
74.4%
69.8%
60%
78.3%
75.7%
80.6%
39.3%
40% 30.0% 28.8% 28.8%
82.6%
79.5%
18.8%
29.1%
24.6%
19.5%
19.4%
18.2%
19.6%
20%
27.3%
0%
CAS 05 CAS 07 HDB 1 or 2-Rm Flat
HDB 3-Rm Flat
HDB 4-Rm Flat
Landed Property
Others
33
IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007 L PRINTED DIRECTORIES SERVICE5
Usage of Printed Directories A decrease in usage of printed directories was observed. More than three-quarters had not used printed directories in the last 6 months (Figure L1). Figure L2 and Figure L3 show the usage by age and housing type.
Figure L1: Overall Usage of Printed Directories (in the last 6 months)
100%
80%
% of Respondents
66.5% 60% 77.9% No 40% Yes 20% 33.5% 22.1% 0%
CAS 05
CAS 07
Figure L2: Usage of Printed Directories by Age (in the last 6 months)
Yes 100% No
80%
% of Respondents
77.5% 60% 90.2% 40%
71.1% 74.2% 89.2% 85.1%
67.6% 82.1%
56.0% 72.7%
58.7% 64.7%
58.1% 72.5%
62.5% 72.0% 77.1% 73.5%
74.7%
80.8%
20%
22.5% 25.8% 9.8%

CAS05 CAS07
44.0% 28.9% 14.9% 32.4% 17.9% 27.3%
41.3% 35.3%
41.9% 27.5%
37.5% 28.0%
26.5% 22.9%
25.3% 19.2%
10.8%
0%
18-19 years
20-24 years
25-29 years
30-34 years
35-39 years
40-44 years
45-49 years
50-54 years
55-59 years
60 and above
Printed Directories refers to the Singapore Phone Book, comprising White Pages Business and Residential Listings, Chinese Yellow Pages and Yellow Pages Buying and Commercial/Industrial Guides. These books provide phone listing with directory information, e.g. names, addresses and telephone numbers of subscribers to fixed line services. 34

Figure L3: Usage of Printed Directories by Housing Type (in the last 6 months)
100% Yes No
% of Respondents
80% 83.1% 60% 89.0% 40% 70.4% 75.8% 84.1% 80.5%
59.7% 76.8%
52.7% 59.6% 71.3% 62.6%
66.3% 77.6%
20% 16.9% 0% 11.0% 24.2% 15.9%

HDB 3-Rm Flat
29.6% 19.5%
40.3% 23.2%
40.4% 28.7%
47.3% 37.4% 33.7% 22.4%

Landed Property
CAS 05 CAS 07
HDB 1 or 2-Rm Flat
HDB 4-Rm Flat
Others
Frequency of Usage of Printed Directories Frequency of usage had decreased from 2005, with about 7 in 10 using printed directories less than 5 times a year (Figure L4). Frequency of usage by age and housing type can be seen in Figure L5 and Figure L6 respectively.
Figure L4: Overall Frequency of Usage of Printed Directories
80% 69.0% 2005
% of Printed Directories Users
63.5% 60%
2007
40% 30.8% 24.0% 20% 5.5% 0.9% Very rarely (fewer than 5 times a year) Fairly often (at least once a month) Very often (at least once a week) 1.6%
4.8% 0%
Base: Total resident population aged 18 years and above who have used printed directories in the last 6 months.
35

Figure L5: Frequency of Usage of Printed Directories by Age
100%
55.0%
58.7%
60.6%
60.1%
58.1%
62.7%
55.4%
80% 64.0% 69.2% 69.4% 71.5% 75.8%
65.3%
62.9%
68.1%
60%
100.0%
86.6%
79.2%
73.0%
72.2% 19.5%
40% 35.6% 31.0% 31.7% 39.5% 35.8% 30.7% 26.2% 40.0% 18.8%
21.3%
22.3%
36.5%
28.5%
13.8%
20.5%
23.3%
20%
28.0%
0%
CAS05 CAS07
4.5%
18-19 years
20-24 years
25-29 years
30-34 years
35-39 years
40-44 years
45-49 years
50-54 years
55-59 years
60 years and above
Figure L6: Frequency of Usage of Printed Directories by Housing Type

100%
24.4%
58.1%
55.9%
63.0%
59.3%
75.1%
75.9%
68.5%
66.7%
66.0%
52.5%
80%
76.1%
100.0%
60%
80.2%
40%
25.1% 37.3% 25.2% 34.2% 22.5% 30.0% 27.2% 46.3%
68.1%
24.9%
15.5%
16.9%
22.9%
20%
CAS 05 CAS 07 HDB 1 or 2-Rm Flat
0%
HDB 3-Rm Flat
HDB 4-Rm Flat
Landed Property
Others
36

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IDA CONSUMER AWARENESS AND SATISFACTION SURVEY 2007