Use of telephony and the Internet by Swedes 2011 - survey of individuals - PTS-ER-2011:23

15/11/2011

Summary

Fixed telephony

  • 76% state that they have fixed telephony in their household. 22% state that they do not have fixed telephony, which represents an increase of four percentage points compared with the previous year. The proportion of people without fixed telephony is significantly higher among younger individuals; for example, the proportion is 65% among those living in households where no one is older than 26. Seven out of ten (71%) people state that their household uses traditional telephony as their fixed telephony solution, while 22% use IP telephony.
  • As with previous years, Telia is the largest operator in the fixed telephony market, with a market share of 53%. Tele2 is next, with a share of 14%. Com Hem has a market share of 9%, Bredbandsbolaget 8% and Glocalnet 4%. Any changes are very minor compared with previous years.
  • The proportion of people who were generally satisfied with their fixed telephony operator largely remained unchanged compared with previous years.
  • 3% state that they had actively changed operator for their subscription during the past six months. This proportion has reduced compared to 2009 and 2010. Most of the people who switched operator did so more than twelve months ago (31%). Among those who actively switched operator, 62% indicated that everything had gone as it should and that the process of changing was quick.
  • Lower costs are still the most common reason for a household to switch operator. Those who have not switched operator usually indicate that it is not worth the trouble, that they use fixed telephony so infrequently that they see no point in switching operator or that there are no particular reasons.
  • Most people (57%) use fixed telephony at home to call both fixed and mobile phones; that is to say their behaviour is mixed.
  • 59% of those with fixed telephony indicate that they have had no problems over the past six months when using fixed telephony. Among those who experienced problems (36%), 66% state that they have experienced less frequent problems.
  • This year’s survey also shows that around one in three Swedes (31%) would consider giving up their traditional fixed telephone and using IP/broadband telephony instead, and 18% had already done so.

Mobile telephony

  • 97% of the population has a mobile phone, most of whom have it for private use (96%). Only 16% have their bill paid by someone outside the household (e.g. employer).
  • The largest operator in the private mobile market in Sweden is Telia, with a market share of 41%, followed by Tele2/Comviq (24%) and Telenor (15%). Any changes are minor compared with previous years.
  • The proportion of respondents generally satisfied with their mobile operator is 71%, which is at the same level as previous years of measurement. Telia has the highest proportion of satisfied customers among the major operators (76%).
  • 4% switched mobile operator over the past six months, which suggests a reduction compared with the previous year (5%).
  • As with fixed telephony, lower costs (33%) are the main reason given by those who switched operator. It was largely friends and acquaintances who had made the respondents aware of the operator they had switched to (34%).
  • In 2010, quite a high proportion of respondents had experienced problems when switching operator (43%), but this has now fallen to 17%. This variation can largely be explained by the low base figures. 56% of those who have not switched operator state that they are satisfied with the operator they have, 16% use their mobile phone so infrequently that they see no point in switching operator and 15% would prefer to have the same operator as the people they usually call.
  • More than half (56%) could consider not using their fixed telephone at home and only using a mobile phone instead. The proportion of respondents who have already done so has increased by six percentage points since 2010 and by ten percentage points since 2009.
  • Awareness of the charging interval for mobile calls has increased compared with previous years. 42% indicate that they are aware of the charging interval they have compared with 34% in 2010.
  • 12% of people who had travelled abroad over the past twelve months state that they had studied the prices of the various mobile operators before their stay abroad.
  • 17% have used their mobile telephone at some time to make calls via the Internet (Skype or Viber). This is most common among those between the ages of 21 and 30.

The Internet and access to broadband/mobile broadband

  • The Internet is used by nine out of ten people between the ages of 16 and 75. Use is very high for all ages up to 60. 91% of respondents have access to the Internet at home.
  • Telia is also the largest provider in the private Internet service provider market, with a market share of 37%, followed by Com Hem (12%) and Bredbandsbolaget (11%).
  • 65% are generally satisfied with their Internet service provider. 68% of Telia’s customers are generally satisfied with their provider. Bredbandsbolaget’s share in this respect increased from 62% in 2010 to 68% in this year's survey. Glocalnet share is now 56% compared with 63% in 2009. There has been a significant increase in satisfaction with Com Hem, from 49% in 2010 to 63% this year.
  • 4% indicate that they had switched Internet service provider over the past six months, which is the same level as last year. As is the case with fixed and mobile telephony, lower subscription prices are the main reason for switching Internet service provider. One in three (33%) stated this as the reason in this year’s survey. One reason that has increased significantly is ‘To have mobile broadband’, which rose from 10% to 25%.
  • Broadband continues to be the most common means of connecting to the Internet (81%). ADSL/VDSL (or some other form of DSL) is the most common broadband connection (36%), although this proportion is slightly lower when compared with last year.
  • Even this year (2011: 24%) a large proportion of respondents did not know whether they could choose between various operators. This proportion was 31% in 2010.
  • 17% state that they use mobile broadband as their main form of connection, which represents an increase of two percentage points compared with 2010. 33% use mobile broadband either as their main form of connection or as a supplement (this proportion was 29% last year).
  • Seven out of ten respondents state that they generally or always feel safe when surfing using a fixed connection at home. 14% do not feel safe when surfing using surf zones.
  • The users’ evaluation of mobile broadband shows similar results to last year. Just over half agree that mobile broadband functions well away from home (54%). 23% could not respond to whether they get the connection speed they pay for and 22% could not respond to whether it functions well outside the home. Just over a third experience limitations in the transmission rate (34%).
  • 29% of households with an Internet subscription for which the household pays would consider switching from using wired/fixed broadband at home and only using mobile broadband instead, and 13% already do so. The most common reason given by those who do not switch is that the household still wants to have fixed broadband.
  • There has been an increase in the use of services in computers and mobile phones compared with last year’s survey.