Deloitte Global Mobile Consumer Survey 2014 The Pulse of the Mobile Nation (The Dutch Perspective)

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© 2014 Deloitte The Netherlands

DEVICES

CONNECTIVITY

USAGE

Smartphone remains

popular

71%of all

respondentshave a

smartphone

Older consumers are

rapidly catching up with

smartphone ownership

55+

35%

+60%

56%

Price of the device

Cost of the contract

37% 32%

CONSUMERS HAVE BECOME MORE PRICE SENSITIVE, RANKING THESE ATTRIBUTES HIGHEST WHEN CHOOSING A NEW PHONE

APPLE SAMSUNG

NEW "CHALLENGER" BRANDS ARE GAINING SLICES OF MARKET SHARE"

NEW BRANDS

NOKIA

"Weighted Base: All adults 18-75 who have a phone or smartphone (n=1846)"

CONSUMERS STILL SEE THEIR OPERATOR AS THE PLACE TO BUY A NEW PHONE, BOTH ONLINE AND IN-STORE

From a mobile phone shop’s website

From an online only e-commerce website

From an operator’s website 40%

20%

18%

42%

25%

23% From a mobile phone shop

Weighted Base: All adults 18-75 who have a phone or smartphone (n=1846)

From a consumer electronic retailer’s store

From an operator’s store

Online

In-store

88%

REMAINS THE MAIN INTERNET CONNECTION

... connect their phone to the Internet via Wi-Fiat home, work, or their place of study

4G is still

considered

too expensive

12% of phone owners have a 4G subscription

Weighted base: All adults 18-75 who do not have a 4G/LTE subscription (n:1618)

4G is considered faster than Wi-Fi at home, at work, when out and about, and when commuting

12% 8%

Hap

py w

ith

curr

ent

spee

ds

22% 27%

Con

trac

t no

tre

new

able

Mos

tly

use

Wi-F

i

Too

ex

pens

ive

32%

4G p

hone

sto

o ex

pens

ive

4Gadoption

€

REASON FOR NOT TAKING OUT A 4G SUBSCRIPTION

4G adoption is likely to grow with

availability of 4G-enabled

devices and affordable tariffs

SIM-only as a contract type has doubled in market share compared to2013

SIMonlyhasdoubled

8%2013

16%2013

source: Deloitte Global Mobile Consumer Survey, NL Edition, July 2014

3% 7% VOIP Video Call

2014 2014 2013 2013

+133%

011001110101

Slow start in adopting advanced Over-The-Top services such as TV, video calling or Mobile VoiP

6% 5%

Consumers only start using new functionalities such as VOiP if friends or family use them and if it allows them to save money

Mobile Instant and SMS Text Messaging

New Functionalities

I can use it on Wi-Fi 52%

My friends/family are using it 52%

62%

Cheaper than sending SMS

18%

None of my family/friends use it

I prefer messaging to calling

I have enough minutes includedin my existing tariff

24%

22%

Banks remain the most trusted institutions for any type of mobile transaction

90%

9% 9% 5% 3% 3% 1% 3%

My bank Money transferservice

Financial

institutions My

mobileoperator provider

I do not have a

preference

App store

providers

Noneof the above

I don't know

Cost concerns are valid: the

# 1 reasonfor ‘bill shock’ in 2014is consumers exceedingtheir data allowance

?!