Mexico. The Federal Institute of Telecommunications, IFT. announced the results of the "First Survey 2017, Users of Telecommunications Services", which identify consumption trends, usage habits, and most valued characteristics of fixed Internet services, fixed and mobile telephony and pay television.
The study consists of 3 sections:
"Patterns of consumption and knowledge about telecommunications services" segmented by generation and disaggregated by socioeconomic level (NSE), schooling and region;
"Experience in the use of the service" segmented by dealer; and
The "Indicators of satisfaction of telecommunications users", showing the results of the General Satisfaction Index (IGS) that is located in ranges similar to the international average.
It should be noted that this is the first time that in Mexico the levels of user satisfaction with respect to telecommunications services are measured, considering the indicators of: perceived quality, trust or loyalty, value for money and experience.
Main Results
The results show that fixed Internet and mobile phone services in Mexico obtained a General Satisfaction Index (IGS) of 68.2 and 74.4 points respectively, while worldwide the average is 68.8 and 75.4, on a scale of 0 to 100 points.
In the case of fixed telephony, the IGS in Mexico was 75.9, while the world average is 77.1 and as far as Pay TELEVISION is concerned, the IGS in the country reached 70.5, while internationally it is 72.7 points.
Additionally, with the answers collected through surveys, the following indicators were developed: perceived quality, value for money, trust or loyalty, and experience. These indicators allow to explain the elements that make up the satisfaction from the perspective of the user; of the four defined indicators, users give greater importance to Perceived Quality (identified as quality in service) and Value for Money (referred to as the value users give to their money for the service they receive.
Regarding "Consumption patterns and knowledge about telecommunications services", the main results of the survey are the following:
Pay TV
Users with higher socioeconomic status and studies prefer cable service, while satellite contracting occurs at lower socioeconomic levels and studies, as well as among users over 56 years of age.
The use of this service ranges between 3 and 5 hours a day, on average.
Users from 35 to 55 years old are the ones who have the most knowledge about the contracted service.
As for the "Experience in the use of the service", among the main findings is that in 2016 for fixed Internet and mobile telephony service approximately 50% of users compared between providers before contracting their service, while only 32% of users did so before contracting fixed telephony services.
Fixed Internet
Users, regardless of age, socioeconomic status or schooling, use this service to access social networks, send instant messages and watch short videos.
Purchases via the Internet and banking transactions increase in the segments with the highest standard of living and higher degree of education.
Millennials (young people from 18 to 34 years old) have greater access to Mobile Broadband (BAM) and opt for the use of laptops on the desktop computer. They are also the ones that in greater proportion contract Over The Top (OTT) services.
Users with higher socioeconomic levels and studies, particularly Millennials, have greater knowledge about the characteristics contracted, such as the speed of download.
Fixed telephony
The service to make calls to landlines, mobile numbers and international long distance is intensified among users regardless of age or socioeconomic status. In a month they can talk for up to 200 minutes by landline.
Millennials are the ones who use fixed and mobile telephony the most, while Baby Boomers (56 years and older), with the exception of those with postgraduate and undergraduate degrees, use the service less recurrently.
Users of Generation X (35 to 55 years old) and Baby Boomers have greater knowledge about the contracted characteristics, such as calls included to landlines, mobiles, among others.
Mobile
Among Millennials, 9 out of 10 have a mobile phone with access to the Internet and/or social networks. The ratio among adults 56 and older decreases to 5 out of 10.
Millennials use mobile telephony mainly to access social networks, while the population of 35 years and older uses it to make calls.
The higher the standard of living and schooling, the greater the use to check email, view news, order a taxi and make banking transactions. In the case of Baby Boomers, the use to enter social networks increases.
The prepaid modality is the most recurrent among users who, on average, recharge amounts ranging from 99 to 150 pesos. Those who hire postpaid plans spend between 200 and 400 pesos a month. Users of the Baby Boomer generation with the highest socioeconomic status hire plans of up to 700 pesos per month.
For this study, 36,464 interviews across the country were considered to be with telecommunications service users aged 18 and older during 2016. In the case of fixed Internet and pay television services, face-to-face surveys were applied to 17,704 users, with a random sample design based on the 2010 Population and Housing Census of the INEGI, while for fixed telephony and mobile telephony services, telephone surveys were applied to 18,760 users, with a random sample design based on the National Numbering Plan.
The "First Survey 2017, Users of Telecommunications Services", is available on the IFT website www.ift.org.mx.
