About Ihub Research

About iHub Research

*iHub_ – Nairobi’s Innovation Hub for the technology community is an open space for the technologists, investors, tech companies and hackers in the area. This space is a tech community facility with a focus on young entrepreneurs, web and mobile phone programmers, designers and researchers. It is part open community workspace (co-working), part vector for investors and VCs and part incubator.

The research arm of the iHub focuses on technology and its uses in East Africa. We facilitate local research capacity building and conduct local qualitative and quantitative research in East Africa, by East Africans. We bring information on technology and its uses to the technology community, enabling entrepreneurs and developers to make better decisions on what to build and how to build it. iHub Research emerged from discussions in ICTD2010 on the dearth of research originating from Africa. It is one of several initiatives that the Network for African Researchers has instigated.

Driving Local Tech Research in Africa Our core management team is supported by brilliant research associates and fellows. All research is advised and reviewed by a group of mentors with a longstanding presence in research and technology. We seek to achieve the following through our research journey in Kenya, East Africa and Africa:

● Tell stories about the community and create a space for researchers to tell their own story; ● Augment and foster the visibility of African ICT researchers; ● Improve quality of ICT research and publication output from Africa; ● Identify, facilitate and stimulate peer review of working papers on African research while encouraging collaboration and knowledge networks to support cross-disciplinary research; ● Match researchers with appropriate mentors who can help to accelerate their writing.

Major Research Areas: ● Mobile and Web ● Governance ● Innovation and Enterprenurship

About Research Solutions Africa

Research Solutions Africa Limited (RS) was established and registered in Kenya in 1996. Since then we have undertaken hundreds of surveys in the social and market research realms.

Amongst others, we undertake surveys in such specific areas like project Monitoring & Evaluation, baseline surveys, communication studies, retail census and/or audit, customer satisfaction surveys, mystery shopping, usage and attitude surveys, brand equity and consumer behavior. We provide consultancy services in such specialist areas as project management, branding, sales forecasting, communication and advertising, optimizing distribution channels, pricing and price elasticity, etc.

Over the years we have built a sturdy database of qualified and reliable field team made up of enumerators, team leaders, supervisors, field controllers, trainers, moderators, rapporteurs and coordinators. Based on this therefore, we are able to provide the requisite number of the enumerators required in the proposed survey, and implement a very high quality of data collection and processing procedures based on our established quality control measures.

Household Questionnaire THE INFODEV BoP SURVEY – KENYA HOUSEHOLD QUESTIONNAIRE – final

ADMINISTRATIVE INFORMATION Questionnaire number Date of interview: Time of interview: Start Stop (24 hr clock) Name of interviewer: Place of interview: Location Constituency County Province Area of interview 1. Urban 2. Rural Type of dwelling 1.1 Formal residential 2.1 Formal settlement 1.2 Informal settlement 2.2 Informal settlement Number of visits (max. of 3) Number of visits Reason for call back 1 2 3 Refused to be interviewed 1 1 Target respondent not at home 2 2 No one in the household 3 3 Respondent not able to be interviewed due to medical 4 4 reasons (very sick, dump, etc) No adult member in the household 5 5 Not applicable 99 99

Outcome of final visit Successful Incomplete Replaced Field quality control checks (sign as appropriate) Activity undertaken by Activity Interviewer Team leader Supervisor Edited Reviewed Accompanied Back checked Called back

INTRODUCTION Good morning/ afternoon/ evening? My name is ………………………… from Research Solutions Africa, a Market and Social Research firm based in Kenya. We are currently conducting a survey on the use and application of mobile phone services and products in a number of regions in the country. The results of the survey will inform various mobile phone stakeholders on the current mobile phone usage status and recommend areas for further improvement. The survey is likely to take about 45 minutes, and there is no right or wrong answers. The information that you provide will be kept strictly confidential. Are you willing to take part in the survey? SCREENER S1. Is this your usual place of residence? YES………….1 CONTINUE NO………2 CLOSE

S2. Have you ever owned a mobile phone? YES………….1 CONTINUE NO…………..2 CLOSE S5. LSM- Which of the following things do you have in your household? STEP 1 – Score Item or service title Circle all that apply Do you have a Colour TV 18 Did you access the Internet during the past 4 weeks? 49 Do you have a Satellite dish/ DSTV/Cable TV subscription? 34 Do you have a built in kitchen sink in your household? 31 Do you have a Microwave oven? 32 Did you read a newspaper in the last 7 days? 17 Do you have a video recorder? 18 Do you have a mobile / cell phone with a working line? 16 Do you have an electric iron? 17 Do you have a personal computer for your own personal use at home? 34 Do you have a fixed telephone line at home or an outstanding application for one? 14 Have you watched TV in the last 7 days? 17 Do you have access to e-mail (via own/friend’s mobile phone, own/friend’s 41 computer, or via internet café? Do you have washing machine? 32 Do you have refrigerator? 20 Do you have a Hi-Fi or music centre? 17 Do you have a Free Standing Deep Freezer? 19 Do you have a Video camera/camcorder? 35 Do you have an account with a Commercial Bank? 15 Do you live in a Brick house/ cluster house/ condominium/flat 11 Do you have one or more cars in your household? 12 Have you Bought adult clothing in the past six months? 10 Add this every time (constant) 32 Step 2 : Add all circled scores including the constant

STEP 3 : Look up PAN AFRICAN 2004 LSM group LSM If total score is Group Up to 37 1 CONTINUE 38 To 54 2 CONTINUE 55 To 70 3 CONTINUE 71 To 87 4 CONTINUE 88 To 103 5 CONTINUE 104 To 120 6 CONTINUE 121 To 153 7 CONTINUE 154 To 186 8 CONTINUE 187 To 219 9 CONTINUE 220 To 252 10 CONTINUE 253 To 285 11 CLOSE 286 To 318 12 CLOSE 319 To 352 13 CLOSE

353 To 385 14 CLOSE 386 To 418 15 CLOSE 419 To 451 16 CLOSE 452 to 999 17 CLOSE

SECTION A: DEMOGRAPHIC INFORMATION I would like to start of the interview by asking you some general questions about yourself and your household. Respondents details A1. Gender (observe) 1. Male 2. Female A2. Name (optional) A3.Telephone contact A4. How old are you? (years completed) A5. What is your highest level of education 1: Primary 2: Secondary 3: College 4: University completed? 5: None 6: Other (Specify) ………………………………………………………. A6. Do you have any other training(s)? 1: YES 2: NO A6.1 If yes, specify A7. What is your marital status? 1: Single 2: Married 3: Widow 4: Widower 5: Divorced A8. Do you have children? 1: Yes 2: No A8.1 If yes, how many children do you have? …………………………………………….. A9. What is the size of your household? Description of the household members: A9 A9.1 A9.2 A9.3 A9.4 A9.5 A9.6 Hhd member in relation to the Age (in Most common means Numbe Average monthly hhd head (from Gender completed Occupation of telephone r (size) income (Kshs) the oldest to years) communication the youngest) 1. Hhd head 1. O - 11 1. Below 5,000 1. Own mobile phone 2. Wife/husb 1: Male 2. 12-15 2. 5,000 – 10,000 2. Other hhd and/partn 3. 16-19 3. 10,001 – member’s mobile er 2: 4. 20-23 15,000 phone 3. Father Female 5. 24-30 4. 15,001 – 3. Public telephone 4. Mother 6. 31-35 20,000 bureau 5. Son 7. 36-54 5. 20,001 – 4. Hhd land line 6. Daughter 8. 55+ 25,000 5. None 7. Brother 6. 25,001 – 6. Others 8. Sister 30,000 (specify)…………. 9. Other 7. 30,001 + 99. N/A relative 8. Dependant 10. Other 98. D/K (specify) 1 2 3 4 5 6 7 8

9 10 A10. What is your current 1. Employed (formal) employment status? 2. Employed (informal) – casual worker 3. Self employed (technical) (tick all that apply) 4. Self employed (business operator) 5. Farmer 6. Students 7. Other (specify) ……………………………… A11. Do you have electricity in 1: YES 2: NO your house? A12. Are you currently paying 1: YES 2: NO school fees to anyone, including yourself? A12.1 If Yes, how much on 1. Below 5,000 average are you paying in 2. 5,001 – 10,000 total, per year? 3. 10,001 – 15,000 4. 15,001 – 20,000 (Kshs.) 5. 20,001 – 25,000 6. 25,001 – 30,000 7. 30,000 and above A13. How much on average do 1. 2. Informal 3. Donations / 4. you earn per month through Formal employment assistance from Others ….. (Kshs) employment others (Specify) ………………… …

SECTION B: USAGE OF EXISTING MOBILE PHONE SERVICES, PRODUCTS AND APPLICATIONS B1. Do you have a mobile phone now? 1: YES 2: NO B2. When did you acquire your very first phone? (years/months ago) 1. Bought it myself 2. Bought for by parents/ a relative/ friend 3. Given as a present by parents/ relatives /friend B2.1 How did you acquire this phone? 4. Won in a competition 5. Given by the employer 6. Other (specify) …………………………………..

B3. How many mobile phones do you have currently? (if 1 skip to B3.3) 1. To reduce on the inter-network calling costs (Ask only if respondent has more than one phone) 2. Some of the networks not available in given areas 3. For class / image in various settings 4. Each of the phones has specific functional advantage B3.1 Why do you have more than one phone? (e.g. one with the QWERTY key pad for typing, and a simple basic one for low battery consumption) 5. Other (specify) ………………….

B3.2 If respondent has more than one phone, when did you acquire the latest phone? (years / months ago) B3.3 If respondent has one phone only: when

did you acquire this phone? (years/months ago) B4. What are the key functionalities of your mobile phone(s)? B4.2 Phone number (by duration of ownership, the earliest to the latest) B4.1 Phone functionality/ feature (tick all that apply per phone) 1 2 3 4 5 1 QWERTY key pad 2 Games 3 Calculator 4 Timer / stop watch 5 Clock 6 Converter 7 Organizer 8 Bluetooth 9 Camera 10 Voice recorder 11 Radio 12 Music play back 13 Torch 14 Memory card slot 15 Web browser 16 Music and video playback 17 Alarm 18 Calendar 19 Memo 20 Other (specify) …………………………… B5. How many other people in your household regularly use your phone(s)? ………………………….. B6. Have you ever earned any money through the use of your mobile phone? 1: YES 2: NO B6.1 If yes, through what activities did you earn the money and when was it? B6.2 B6.1 Activity B6.3 When Amount (Kshs) 1 2 3 4 5 B7. How often do you do the following using your phone?

B7.2 Frequency

B7.1 Mobile phone activity

6 6 times 4 times

- -

Daily 5 week per 2 week per Weekly Fortnightl y Once per month quarterly Twice per year Once per year Never Can’t tell / DK Other (specify) 1 Make/receive calls 2 Send/ receive text messages 3 Browse the internet 4 Send/receive money 5 Roam when abroad 6 Skype / VOIP

7 Use personal organizer, reminder, etc 8 Take a photo 9 Record video/audio 10 Transfer airtime to other users 11 Send / receive money 12 Send SMS to radio or TV programmes 13 Play games 14 Download mobile phone applications 15 Reading and writing emails 16 Use the alarm function 17 Download music/video 18 Other (specify) …………

1. My phone does not have the functionality 2. I don’t know how to browse the internet 3. Browsing the internet is too expensive B8. If respondent does not 4. Browsing consumes a lot of phone power browse the Internet, why 5. It is too time consuming not? 6. I am very busy / no time to browse the internet 7. Other (specify)

B9.2 Frequency

B9.1 On average how much

do you spend on your

phone (per

6 6 times 4 times

day/week/month/…) to: -

Daily 5 week per 2 week per Weekly Fortnightl y Once per month quarterly Twice per year Once per year Never Can’t tell / DK Other (specify) 1 Make/receive calls 2 Send SMS 3 Browse the internet 4 Send/receive money 5 Send SMS to radio or TV programmes 6 Download ringtones/ music / videos 7 Download other mobile applications 8 Read news articles 9 Send/receive emails 10 Recharge the battery/power 11 Make on-line bookings

12 Other (specify) …………………………… …… 1. In the house, at home 2. At the work place 3. At home and at the work place B10. Where do you usually charge your phone? 4. At a friend’s place/house 5. At a nearby commercial outlet 6. Other (specify) ………………………………………. B11. Where do you usually get the money that you use to reload and charge your mobile phone?

1. From my formal employment B11.1 Reload 2. From savings from my business 3. From my employer (as distinct from the salary/wages) 4. From parents 5. From relatives and friends 6. From spouse/partner 7. Other (specify)…. B11.2 Recharge

B12. Do you have to forego any of your usual expenditures to reload and use your mobile phone? 1: YES 2: NO (skip to B13) B12.1 If Yes, i. What usual expenses do you have to forego? ii. On average how much do you forego each time? iii. How often do you have to do this? B12.1.1 B12.1.2 B12.1.3 Expenditure item foregone Amount foregone Frequency 1 2 3 4 5 1. It is cheap 2. It has long battery life 3. It has the main functionalities that I need in a phone 4. It allows for dual SIM card use without having to physically change the SIM cards 5. It allows for easy texting 6. It has a wide screen display 7. It has a torch B13. Why do you prefer your current phone(s)? 8. It has a calculator 9. It has several games pre-installed 10. It has an alarm function 11. It can be easy repaired in case of damages 12. Very few people around here have a similar type 13. Most of my friends/relatives have the same phone 14. It does not attract so much attention, hence does not present security risk (from thieves, etc)

15. It is water resistant 16. It is shock-resistant 17. It has radio function 18. Other (specify)

B14. What other benefits if any, do you feel you have received by virtue of having the mobile phone(s)? 1. Enabled me to receive timely information about a job opening 2. Enabled me to acquire a new job 3. Let’s me keep in touch with my clients at any time 4. Made me reach more clients / customers 5. Enabled me win a number of radio/TV shows 6. Facilitates my travel bookings 7. Enables me to easily communicate with my suppliers 8. Reduced travel time 9. Eliminated need for travel 10. Helped manage inventories 11. Helped manage supply chain 12. Helped me and/or my family access health services 13. Helped me and/or my family access education services 14. Helped me and/or my family access social services 15. Allowed me to negotiate business transactions 16. Allowed me to conduct business transactions (i.e. via mobile payments) 17. Other (specify) ………………………………………………………………………………..

B15. How many mobile phone services and/or products are you aware of? ………….. 1. Calling services 2. SMS services 3. M-pesa (or any other money transfer service) 4. Credit (airtime) borrowing 5. Tracking lost phones 6. Commodity prices 7. Other (specify) …………………………………………………….

B16. How did you come to know about each of these services and/or products?

B16.2 How came to know about the product/service

1. From relatives 2. From friends 3. TV and/or radio 4. Internet B16.1 Service/product 5. Can’t recall 6. Trial and error using my phone 7. Trial and error using a relative’s/friend’s phone 8. Other (specify) …………………………….. 99. Don’t know

1 Calling services 2 SMS services 3 M-pesa (or any other money transfer service) 4 Credit (airtime) borrowing

5 Tracking lost phones 6 Commodity prices 7 Other (specify)

B17. Of the services you have mentioned, which ones do you use in your mobile phone(s)? (List by service numbers, as in B15.1)

B18. How often do you use each of these (all in B17 above) services/products? B18.2 Usage frequency B18.1 Service / product Daily Weekly Fortnight Monthly Never Other (specify) ly 1 Calling services 2 SMS services 3 M-pesa (or any other money transfer service) 4 Credit (airtime) borrowing 5 Tracking lost phones 6 Commodity prices services 7 8 9 10 Other (specify) ………………………… B19. When (time of day) do you mostly use each of these services? 1. Morning 2. Afternoon 3. Evening 4. Night 5. Anytime 6. Never B19.1 Service/product B19.2 Usage time (as by frequency in B18.2 above) 1 Calling services 2 SMS services 3 M-pesa (or any other money transfer service) 4 Credit (airtime) borrowing 5 Tracking lost phones 6 Commodity prices 7 Other (specify) ………………………………

B20. What determines how (frequency and time) you use each of these services? B20.2 Service/product B20.1 Determinant of usage 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6

7 B21. Of the services/products you have said that you use in your phone (refer to B17 above), which ones do you prefer the most? (give preference from 1: most preferred, to the least preferred service/product) B21.2 Preference ranking for each of the B21.1 Services/products used services/products used 1 Calling services 2 SMS services 3 M-pesa (or any other money transfer service) 4 Credit (airtime) borrowing 5 Tracking lost phones 6 Commodity prices 7 Other (specify) ……………………………………………………… ……….. B22. Why do you prefer these (top 3) services the most? B22.1 Service / product B22.2 Why preferred 1

B23. How much money do you spend on each of these services per ….? B23.2 Amount (Kshs) spent per … B23.1 Service / product Other Day Week Fortnight Month Never (specify) 1 Calling services 2 SMS services 3 M-pesa (or any other money transfer service) 4 Credit (airtime) borrowing 5 Tracking lost phones 6 Commodity prices 7 Other (specify) …………………………………. B23.1 How Often do you reload your phone(s)? B24. How are you charged for the usage of these services? B24.1 How charged B24.2 Service/product 1 2 3 4 5 6 7 8 9 10 1 2 3 4 5 6 7

B25. Are you satisfied by this charging approach? 1. YES (skip to B26) 2. NO

B25.1 If not satisfied, why not? B25.1.2 Reason why not satisfied B25.1.1 Service / product 1 2 3 1 Calling services 2 SMS services 3 M-pesa (or any other money transfer service) 4 Credit (airtime) borrowing 5 Tracking lost phones 6 Commodity prices 7 Other (specify) ……………………………….. B25.2. How would you wish to be charged instead? ( For every ‘NO’ response in B25) B25.2.1 Product B25.2.2 Proposed mode of charging 1 2 3 4 5 6 7 8 9 10 B26. What determines how often you use each of these services? B26.2 Product B26.1 Determinant of usage 1 2 3 4 5 6 7 8 9 10 1 Cost of the service/ product 2 How reliable the service is 3 Available cash at hand 4 Number of relatives and friends also using the service/ product 5 Time of the day 6 Type of company (peers) I have a the time 7 Other (specify)

B27. Do you face any challenges while using any of these services? 1: YES 2: NO (skip to B28) B27.1 If YES, what challenges are you facing? B27.1.2 Product/service B27.1.1 Challenge 1 2 3 4 5 6 7 8 9 10 Unreliable connectivity 1

Very high charges 2

Unreliable information (e.g. 3 for those looking for commodity prices) Lack of sufficient cash to 4 effectively utilize the service

Other 5 (specify)………………..

B27.2 How would you like each of these challenges to be addressed? B27.2.1 Challenge B27.2.2 Suggested solution 1 Unreliable connectivity

2 Very high charges

3 Unreliable information (e.g. for those looking for commodity prices)

4 Lack of sufficient cash to effectively utilize the service

5 Other (specify) ………………………………..

B28. How many network providers are you subscribed to? ……………………………………. 1: 2: B28.1. Which are these networks? 3: 4: 5: B29. Why do you subscribe to the given network provider(s)? B29.2 Provider B29.1 Reason (in the order in question B28.1 above) 1 2 3 4 5 1 Cheaper services provided 2 Good customer care 3 Good network service provision /connectivity (strong & stable connections) 4 The only option available here 5 Has a wide range of network tariffs to pick from 6 Has national network coverage 7 Most of my friend are in the same network 8 Other (specify) ………………………………………………… ……… B30. How many SIM cards do you have? B31. (If respondent has more than one SIM card) Have you had to swap your SIM cards to access any service? 1: YES 2: NO (skip to B33) B31.1 If Yes, why did you have to swap the SIM card? B32. What other services would you like to access through your mobile phone(s)? (If none, skip to B33) (Probe: government services, educational service, agricultural services, health services, etc. etc.)

B32.1. Why do you propose these other services/products? B32.2. Through which provider would you like to access these services/products? Why? B32.1 B32.2 Preferred provider B32. Service/product Why B32.2.1 B32.2.2 service/product Provider Why provider?

MOBILE PHONE APPLICATIONS B33. Are you aware of the existence of any of the following mobile phone applications? B33.2 Awareness status B33.1 Mobile phone application 1: YES 2: NO 1 m-Pesa 2 Clubsoci 3 Fishmate 4 UASAY 5 UGuard 6 M-Prep 7 mScheduler 8 M-Life saver 9 mSwali 10 Child count + 11 DrumNet 12 WelTel 13 Kazi560 14 M-Kesho 15 M-Kilimo 16 PesaPal 17 TxtEagle 18 CrowdPesa 19 M-Farm 20 M-Maji 21 Medic Mobile 22 Other (specify) B34. Of the applications that you are aware of: 1. Which ones do you personally use? 2. And for how long have you been using the application 3. How do use the application? 4. Are you satisfied with the application(s) that you are using? 1: YES 2: NO B34.1 B34.2 B34.3 B34.4 Mobile phone application How long How application used Are you satisfied with the

application application? been used? 1. Yes 2. No

B35. How would you recommend the non-satisfactory applications to be improved to suit your needs? B35.1 Application B35.2 Suggested improvements

B36. Has the mobile phone application in B34 above had any impact in your a) Social lifestyle 1: Yes 2: No b) Economic lifestyle 1: Yes 2: No

B36.1 If yes in a) or b) above, how has it transformed your lifestyle? How application transformed lifestyle Application Social lifestyle Economic lifestyle

B37. Are there any other applications (by type of activity) that you would wish to have but are not in the market already? 1: YES 2: NO B37.1 If YES, please explain. Description of the activity to be performed by the proposed application

SECTION C: ADDITIONAL QUESTIONS

C1. On average, how much time do you usually spend on the following activities per day/week/month? C1.1 Activity C1.2 C1.3 Frequency

Time

(hours)

spent

Daily Weekly Fortnightly Monthly Other (specify) 1 Gainful (economic) activities / working 2 Chatting with friends face to face 3 Chatting with friends through computer/lap top 4 Chatting with friends using mobile phone 6 Exercising / Playing 7 Visiting friends/relatives 8 Reading 9 Watching TV (news/football/general entertainment) 10 Listening to the radio 11 Sleeping 12 Other (specify) C2. When do you usually engage in these activities?

C2.2 Time of engagement

C2.1 Activity

Morning Morning Afternoo n Evening Night Other (specify) 1 Gainful (economic) activities / working 2 Chatting with friends face to face 3 Chatting with friends through computer/lap top 4 Chatting with friends using mobile phone 5 Exercising / Playing 6 Visiting friends/relatives 7 Reading 8 Watching TV (news/football/general entertainment) 9 Talking to members of my group (including officials where applicable) 10 Listening to the radio 11 Sleeping 12 Other (specify) C3. Do you belong to any organized grouping (political/cultural/professional/social network/savings club, etc)? 1: YES 2: NO (skip to C4) C3.1 If yes, would you please describe the group, and why you joined it? C3.1.2 C3.1.1 When C3.1.3 Type of C3.1.4 Name of group joined group Why joined group? group? 1

C3.2 Do you hold any official position in the group? 1: YES 2: NO C3.2.1 If Yes, what position is it? C3.2.1.1 Group name C3.2.1.2 Position held 1 2 3 4 5 C4. What is your religion? 1. Christian 2. Muslim 3. Traditionalist 4. Other (specify)

Interviewer: Please, kindly ask the respondent to allow you to check the phone model and type details (by switching the phone off and checking the below the battery for)

Phone name: Model: THANK THE REPSONDENT FOR HIS/HER TIME AND COOPERATION

Field Report INFODEV BoP SURVEY - KENYA

INTRODUCTION The field work activities for the Infodev BoP survey ran for 14 days, and had a total of four sub teams made up of 4 supervisors, four team leaders, and 20 enumerators. Two of the supervisors also moderated the FGDs, assisted by some of the enumerators as the note takers.

The field team was mainly built from our internal data base of persons we have engaged in a number of similar surveys, and whose performance had been found to be more than satisfactory. In the team we were guided by previous performance of the persons in question, their availability during the entire period of field work, language fluency, and gender balance. This fieldwork report summarizes the key activities undertaken by RSA during the implementation of the data collection activities in the survey. It starts by giving a general overview of the project set up activities, followed by the actual field work, the outputs there-from and the challenges encountered during the implementation of the data collection activities.

DATA COLLECTION APPROACH Set Up Activities The training for the survey team was held on Monday 9th July 2012 at the RSA Boardroom. The training run from morning up to six in the evening, during which time all the survey tools were discussed at length, including the survey objectives, methodology and the tentative fieldwork dates and duration. The participants in the training included the proposed candidates for the fieldwork (28), and the respective RSA staff assigned to the project: the Project Manager, Field Manager and the Field Supervisor. The training was mainly facilitated by the Project Manager, assisted by the Field supervisor.

The pre-test for the study was held in the morning of Tuesday, 10th July 2012, at Kangemi area of Westlands constituency, Nairobi. We then had a detailed debrief in the afternoon where feedback from the field was discussed at length. By this time most of the team members had administered two questionnaires, one with a male respondent and the other with a female respondent. A number of challenges during the pre-test were reported including: i. A number of the respondents did not have the phones with them during the interviews, having taken them for charging elsewhere in the neighbourhood ii. Some phones were said to have been sealed tight so that it was not possible to remove the battery to check the phone model details iii. Three respondents complained that the interviews were taking too long; one of them terminated his interview midways stating that he had to leave for work iv. There were two cases of total refusals (from lady respondents); they maintained that they were very busy to spare any time for the interviews v. One enumerator reported having met some very drunk guys who insisted that they had to be interviewed; this proved a security threat to her, although she did find a way to convince them out of the interview demand vi. In one case the phone could not be switched off as the owner stated that she did not have the necessary PIN to enable switch on thereafter vii. Some of the China-phones had no model numbers

viii. One respondent wondered why all the questions about the household when the study was about mobile phones ix. In three cases, the interviews were interrupted several times when the respondents had to stop to attend to customers; all these cases were with persons running small kiosks x. Capturing estimated incomes for the household members was found to be a bit tricky as some respondents appeared to be faking up figures for the earnings for some of the household members xi. Finally, two members wanted to know how they would immediately benefit from the survey once their views had been captured.

Overall, from the pre-test it was reported that the questionnaire took between 45 to 90 minutes to complete. The qualitative team was briefed on Wednesday, 11th July, and the survey tools finalized on Thursday, 12th July 2012. Fieldwork started on Friday, 13th July 2012, in Kawangware area, Westlands constituency.

FIELDWORK The sample locations were randomly and purposively selected, informed by the general socioeconomic characteristics of the areas in question and their inhabitants. In urban areas, all the sample areas fell under ‘slum’ dwellings. A total of 6 counties and 12 constituencies (see table 2 below) were involved in this study.

The survey households were selected systematically using the left-hand-rule walk pattern; the sampling interval in the urban areas was 5 while than in the rural areas was 3. Replacement for a household was done with the next immediate household when the case so demanded. Inside each identified household, the enumerators asked to talk to any willing adult household member, preferably the household heads. They then introduced themselves, the survey, why the visit, and the likely respondents for the survey – those who had and used mobile phones at the moment - and then asked the respondents in question if they could spare a few minutes for an interview. Where likely respondents were identified and permission for the interview granted, the interviews commenced immediately. An LSM screener was used to finally identify the target survey respondents. All such respondents were to belong in the LSM-10 and below for the interview to continue. Data capture for the face to face interviews was via semi structured questionnaires. Diaries were also used to capture the daily phone usage activities. However, these were only given to persons who could read and write, and were willing to capture the said data for the next four consecutive days after the interviews in question. Every such person was taken through the data capture procedure, and thereafter encouraged to get back to the enumerator in case of any challenge in capturing any of the relevant data therein. Enumerators left their phone contact details with such persons to facilitate this.

We aimed to ensure a 50/50 gender balance amongst our target respondents. However, in a number of sample points this objective could not be met due to a general unavailability of, or unwillingness to participate in the interviews by a given gender category in some of the households visited. The participants for the FGDs were purposively sampled using insights from the face to face household interviews, and the support of local recruiters as identified and/or recommended by the local administration – mostly the chiefs, their assistants or village elders. Data capture was via tape recording, note taking and observations.

The actual field work activities run for a total of 14 days, starting from Friday, 13th July to Thursday, 26th July 2012. All the teams started in Kawangware area, Westalands Constituency, Nairobi County, before moving out to the subsequent counties. After Westlands, teams 1 and 2 left for Kisumu and Kilifi respectively, leaving teams 3 and 4 to clear the works pending in Nairobi – Kasarani constituency. After clearing the works in Nairobi the last two teams (teams 3 & 4) left for Nyeri and Eldoret, respectively. These two teams also covered the work in Nakuru County. The final survey de-brief was held on Friday, 27th July 2012.

Table 1 below shows the distribution of the teams in the various sample points. Table 2 summarizes the targets per area, and the achieved output

Table 1: Distribution of the survey teams by sample areas SAMPLING AREAS TEAMS No. COUNTY CONSTITUENCY 1 2 3 4 1 WESTLANDS √ √ √ √ NAIROBI KASARANI √ √ 2 KISUMU TOWN √ KISUMU KISUMU RURAL √ 3 BAHARI √ KILIFI KALOLENI √ 4 ELDORET EAST √ ELDORET ELDORET NORTH √ 5 NAKURU TOWN √ NAKURU MOLO 6 NYERI TOWN √ NYERI OTHAYA √

Table 2: Summary of targeted and achieved survey outputs by data collection approach and sample area DELIVERABLES BY DATA COLLECTION APPROACH COUNTY QUANTITATIVE QUALITATIVE CONSTITUENCY F2F DIARIES FGDs # TARGET ACHIEV TARGET ACHIEV TARGET ACHIEV NAME ED ED ED ED ED ED WESTLANDS 76 124 19 22 1 1 1 NAIROBI KASARANI 76 25 19 8 1 1 KISUMU TOWN EAST 72 75 17 22 1 1 2 KISUMU KISUMU RURAL 72 71 17 18 1 1 BAHARI 63 64 16 14 1 1 3 KILIFI KALOLENI 63 63 16 15 1 1 ELDORET EAST 63 57 16 13 1 1 4 ELDORET ELDORET NORTH 63 67 16 22 1 1 NAKURU TOWN 63 63 16 10 1 1 5 NAKURU MOLO 63 63 16 16 1 1 NYERI TOWN 63 63 16 12 1 1 6 NYERI OTHAYA 63 61 16 6 1 1 TARGETED 800 200 12 TOTAL ACHIEVED 796 178 12

Overall, the survey was a success and we were able to effectively deliver a total of 796 face to face interviews, 178 diaries, and 12 FGDs.

Fieldwork Challenges

However, during the implementation of the fieldwork, a number of challenges were encountered by the field teams. Some of these challenges included: 1. Delays in having clearance from the local administration: This problem was mainly witnessed by Team 4 in Nyeri Town and Nakuru Town constituencies. In Nyeri Town, the team had to wait until 3 pm before they could have the requisite go-ahead to proceed with the interviews. In Nakuru, the team took a whole day before the said consent could be obtained from the DC. In both cases, the relevant officials were said to be out on official duties, and their assistants were either very slow or not willing to effectively facilitate with the provision of the necessary assistance.

2. Suspicious respondents who associated the survey with the CCK1: In Othaya, a number of the target respondents assumed that the survey team was from the CCK, and that it was collecting data on fake phones, which were to be cut out of network by end of September 2012. A lot of time was taken by the relevant survey team members to convince them that the survey was very distinct and had nothing to do with the said commission. However, it was reported that a few respondents refused to buy the proffered explanation leading to household replacements. The presence of the survey team in Othaya also coincided with that of a team from Safaricom who were promoting M-Pesa services there. For a number of respondents, there was no difference between the two teams, and convincing them otherwise proved unfruitful. In Molo, it was reported that one respondent associated the survey team with a devil-worshipping group, and as such refused to be engaged in an interview of any sort2.

3. A number female respondents were not willing to be interviewed: This challenge was mostly encountered in Kilifi county, where identified female respondents tended to decline interviews preferring their male partners to be interviewed instead. This resulted into a number of household replacements to ensure a near 50/50 gender balance amongst the survey respondents by the survey team.

4. Another challenge that made the gender balance objective hard to meet was the fact that in a number of the survey points, the males were perpetually drunk throughout the day. This scenario was reported in all the survey locations save for Kisumu and Nairobi counties. However, it was most apparent in Nyeri Town, followed by Kaloleni, Molo and Eldoret East. In these areas, only the female household members were present during the visit times by the survey teams; where the males were present,

1 CCK: Communications Commission of Kenya 2 Upon further enquiry, the team was informed that there was word doing the rounds in the area to the effect that some persons believed to be from Nairobi were in the area recruiting members into devil worship.

majority were found to be too drunk to be interviewed. It was noted that the phenomenon did cut across all the age groups: teenagers, young adults and the elderly. However, in Kisumu it was reported that most of the males were absent from the households due to work commitments.

5. High illiteracy levels especially in Kilifi County: A number of the respondents were not able to read and write, and this made the administration of the diaries quite hectic. Several household replacements had to be effected in order to get willing respondents who were also able to capture their mobile phone usage using the survey diaries. A number of the enumerators from the other survey points also reported very high incidences of follow-up quests for further information on how to capture given data in the diaries. This was noted in Nyeri Town, Molo Eldoret East and Eldoret North constituencies, and could be attributed to low literacy levels.

6. Inability to obtain the phone model details: In a number of the cases, the writings were said to be defaced. However, in Kilifi the challenge was mostly as a result of the fact that the phones were being charged at the nearby shopping centres so that it was not possible for the respondents to avail them to the respective enumerators for the relevant details to be obtained.

7. Some of the household sizes were reported to be very large so that the respective respondents only gave a few of the household members’ details. However, it was realised that it was possible that some of these were ghost household members especially when the respective respondents could not give further details upon request by the enumerators. This challenge was only reported in Kisumu Rural constituency3. A total of four such cases were reported.

8. A number of the respondents mostly females, were not aware of the ages of a number of their household members including that of their spouses: This was reported mostly in Kisumu county where a number of the female respondents were said to be not interested in the ages of their spouses, or on the estimates of their spouses incomes for as long as their daily needs were being met. In Molo, a number of the female respondents could also not estimate the incomes for their spouses.

9. Vacant households: This was mostly reported in Kisumu Town constituency where the enumerators had to walk relatively longer distances to obtain households with inhabitants present. It was reported that majority of the target respondents in the vacant households had left for work by the time of visits.

3 It is possible that the said respondents were of the group that are fond of exaggerating their household membership with the hope of obtaining some government support, say in such programs like the CT-OVC. A similar challenge was encountered in the same area early last year (2011) when we were implementing an evaluation survey for the CT-OVC program; in this program household support was erroneously believed to be pegged on the household size, especially on the number of orphaned children.

10. In Molo, Eldoret North and Kilifi the enumerators had to walk long distances before they could secure successful interviews due to mobile phone scarcity in households. In these areas, it was generally observed that few households had mobile phones.

11. Language barrier was reported in four instances in the entire survey – a case each in Kaloleni, Othaya, Kisumu Rural and Molo. In each case the interviews had to be terminated and replacement households sort. 12. Some respondents complained on the length of the questionnaire: One interview had to be terminated and later on replaced in Molo, when the respondent insisted that the questionnaire was too long and that he could not spare more time for the interview.

13. Tough terrains accompanied by poor weather (heavy rain) during the data collection period: This challenge was mainly reported in Kaloleni constituency. The teams to Nyeri and Molo also complained of very cold temperatures during the survey period.

14. Finally, some respondents complained on why household details (size, income, employment, etc) were being sort from them and yet the survey was about mobile phone usage.

Structurally, the questionnaire was very effective with key complaints being realised only in relation to its length, and the demographic aspects especially in relation to the income capture.

Appendix A

$average_income*A9*HH13 Cross tabulation LSM GROUP A9-What is the size of your household Total 3 1 2 5 4 6 7 10 8 9 1 dependent Count 1 1 D/K 2 Count 1 1 2 Below 3000 Count 0 0 1 1 2 3001 to 5000 Count 0 1 0 1 2 5001 to 9000 Count 1 0 0 1 2 dependent Count 2 0 1 7 10 Count 1 1 1 2 5 3 Below 3000 Count 18 4 6 7 13 2 2 8 60 3001 to 5000 Count 14 2 5 1 16 9 3 0 50 5001 to 9000 Count 7 1 0 0 4 3 3 0 18 9001 to 15000 Count 1 0 0 0 0 0 0 0 1 15001 to 20000 Count 0 0 0 0 0 0 0 1 1 20001 to 30000 Count 1 0 0 0 0 0 0 1 2 over 30000 Count 0 0 0 0 0 0 2 0 2 dependent Count 35 2 7 34 51 34 11 0 174 80 Count 0 0 0 0 1 0 0 0 1 D/K Count 2 0 0 3 3 0 0 0 8 Count 26 9 9 9 22 8 3 1 87 4 Below 3000 Count 7 7 15 13 10 0 2 2 56 3001 to 5000 Count 10 8 15 9 11 3 1 0 57 5001 to 9000 Count 2 4 5 2 1 1 1 0 16 9001 to 15000 Count 2 3 1 0 2 0 0 0 8 15001 to 20000 Count 1 0 0 0 0 0 0 0 1 20001 to 30000 Count 0 0 1 0 0 0 0 0 1 over 30000 Count 0 1 0 0 0 0 0 0 1 dependent Count 31 1 24 48 35 26 20 6 191 D/K Count 4 1 3 3 1 6 4 0 22 Count 19 25 32 15 15 6 4 1 117 5 Below 3000 Count 13 5 7 4 7 3 3 15 0 4 61 3001 to 5000 Count 15 8 11 6 20 5 0 4 2 1 72 5001 to 9000 Count 3 4 4 4 4 0 0 1 0 0 20 9001 to 15000 Count 0 0 1 0 3 1 2 3 0 0 10 15001 to 20000 Count 0 0 0 0 0 0 1 1 0 0 2 over 30000 Count 0 0 0 1 0 0 1 1 0 0 3 dependent Count 40 2 12 25 67 19 21 5 6 13 210 D/K Count 7 0 3 0 7 2 0 0 0 0 19

Count 26 19 19 8 27 5 4 3 1 2 114 6 Below 3000 Count 12 3 7 9 10 5 1 0 47 3001 to 5000 Count 22 10 7 9 20 5 4 0 77 5001 to 9000 Count 10 3 3 5 8 5 0 0 34 9001 to 15000 Count 5 0 5 2 5 1 1 2 21 15001 to 20000 Count 1 1 0 2 2 0 1 0 7 20001 to 30000 Count 0 3 0 2 1 0 0 0 6 over 30000 Count 0 0 0 1 0 0 0 0 1 dependent Count 47 0 12 49 63 35 16 7 229 9 Count 0 0 2 0 0 0 0 0 2 D/K Count 8 0 4 1 7 3 5 0 28 Count 35 20 20 16 29 9 4 1 134 7 Below 3000 Count 8 5 9 7 3 1 3 0 2 0 38 3001 to 5000 Count 10 7 14 8 12 7 2 1 12 2 75 5001 to 9000 Count 8 5 6 5 5 3 2 0 2 1 37 9001 to 15000 Count 6 4 5 4 2 1 2 0 1 0 25 15001 to 20000 Count 2 2 1 1 4 0 0 0 2 0 12 20001 to 30000 Count 0 0 0 1 2 0 0 0 0 0 3 over 30000 Count 1 1 1 0 3 0 1 0 1 0 8 dependent Count 30 5 17 44 55 21 28 9 35 6 250 D/K Count 4 0 5 0 6 9 4 0 1 0 29 Count 23 29 29 14 23 7 6 1 7 1 140 8 Below 3000 Count 5 3 4 3 4 2 2 1 2 26 3001 to 5000 Count 9 0 3 3 6 7 1 1 0 30 5001 to 9000 Count 5 4 2 2 5 6 4 6 3 37 9001 to 15000 Count 3 1 4 3 4 1 2 0 0 18 15001 to 20000 Count 2 3 0 1 0 1 1 0 1 9 20001 to 30000 Count 1 1 1 0 0 2 0 2 0 7 over 30000 Count 4 0 0 0 2 1 0 0 0 7 dependent Count 25 1 5 20 29 39 18 0 17 154 D/K Count 3 0 1 8 2 1 0 0 1 16 Count 19 13 10 8 13 10 4 1 3 81 9 Below 3000 Count 1 0 4 1 4 4 1 0 15 3001 to 5000 Count 1 3 5 2 5 3 6 2 27 5001 to 9000 Count 5 3 8 2 4 4 5 1 32 9001 to 15000 Count 3 1 4 2 4 1 1 0 16 15001 to 20000 Count 1 3 1 4 0 0 2 0 11 20001 to 30000 Count 0 2 0 0 1 1 0 1 5 over 30000 Count 1 0 0 2 3 1 1 2 10 dependent Count 19 2 11 13 20 21 25 17 128 D/K Count 2 0 1 4 3 1 1 1 13 Count 11 14 17 6 11 6 6 3 74 10 Below 3000 Count 1 0 1 2 0 1 2 7

3001 to 5000 Count 0 1 2 4 2 2 0 11 5001 to 9000 Count 2 0 0 2 1 1 0 6 9001 to 15000 Count 1 1 0 2 5 1 0 10 15001 to 20000 Count 2 3 0 3 1 0 1 10 20001 to 30000 Count 2 0 0 1 1 0 1 5 over 30000 Count 1 2 3 1 4 2 0 13 dependant Count 17 0 3 15 18 14 5 72 D/K Count 1 0 1 0 0 0 0 2 Count 9 7 5 6 8 3 1 39 11 3001 to 5000 Count 1 1 dependent Count 4 4 Count 1 1 Percentages and totals are based on respondents. a. Group

Appendix B

B9_Activity.3: B9-Activity * A1-Gender * A4-How old are you Cross tabulation Gender Total Age Activity Male Female 18-29 yrs old Browse the internet Count 105 49 154 % within B9_Activity.3: B9-Activity 68% 32% 100% 30-39 yrs old Browse the internet Count 27 9 36 % within B9_Activity.3: B9-Activity 75% 25% 100% 40-49 yrs old Browse the internet Count 2 3 5 % within B9_Activity.3: B9-Activity 40% 60% 100% 50-59 yrs old Browse the internet Count 1 1 2 % within B9_Activity.3: B9-Activity 50% 50% 100%

B9_Activity.6: B9-Activity * A1-Gender * A4-How old are you Cross tabulation A4-How old are you A1-Gender Male Female Total 18-29 yrs old Download Count 41 19 60 ringtones/music/Videos % within B9_Activity.6: B9- 68% 32% 100% Activity 30-39 yrs old Download Count 7 2 9 ringtones/music/Videos % within B9_Activity.6: B9- 78% 22% 100% Activity 40-49 yrs old Download Count 1 1 2 ringtones/music/Videos % within B9_Activity.6: B9- 50% 50% 100% Activity

B9_Activity.8: B9-Activity * A1-Gender * A4-How old are you Cross tabulation A4-How old are you A1-Gender

Male Female Total 18-29 yrs old Read news articles Count 13 3 16 % within Activity 81% 19% 100% 30-39 yrs old Read news articles Count 0 2 2 % within Activity 0% 100% 100% 40-49 yrs old Read news articles Count 0 1 1 % within Activity 0% 100% 100%

B7_CODE.5: B7_code * A1-Gender * A4-How old are you Cross tabulation

A4-How old are you A1-Gender Total Male Female 18-29 yrs old Roam when abroad Count 3 2 5 % within Activity 60% 40% 100% 30-39 yrs old Roam when abroad Count 2 1 3 % within Activity 67% 33% 100%

B7_CODE.6: B7_code * A1-Gender * A4-How old are you Cross tabulation A4-How old are you A1-Gender Total Male Female 18-29 yrs old Skype/VOIP Count 9 2 11 % within Activity 82 18 100

B7_CODE.14: B7_code * A1-Gender * A4-How old are you Crosstabulation A4-How old are you A1-Gender Total Male Female 18-29 yrs old Reading and writing emails Count 46 22 68 % within Activity 68 32 100 30-39 yrs old Reading and writing emails Count 11 7 18 % within Activity 61 39 100 40-49 yrs old Reading and writing emails Count 1 1 2 % within Activity 50 50 100

B7_CODE.13: B7_code * A1-Gender * A4-How old are you Cross tabulation A4-How old are you A1-Gender Total Male Female 18-29 yrs old Download mobile phone Count 47 23 70 applications % within Activity 67% 33% 100% 30-39 yrs old Download mobile phone Count 9 3 12 applications % within Activity 75% 25% 100% 40-49 yrs old Download mobile phone Count 1 1 2 applications % within Activity 50% 50% 100

Additional Charts B12.1.2 Amount of money from usual expenditure foregone in order to use handset N Minimum Maximum Mean Std. Deviation B12.1.2-Amount 191 10.00 999.00 71.759 143.2595 foregone 2 2 Valid N (listwise) 191

Amount forgone * frequency cross tabulation Daily 2-5 times a Once a 2 times a Once a week week month month N 8 47 92 6 35 Min Ksh. 20 Ksh. 10 Ksh. 10 Ksh. 20 Ksh. 10 Max Ksh.50 Ksh. 700 Ksh. 250 Ksh. 700 Ksh. 999 Mean Ksh. 29 Ksh. 56 Ksh. 47 Ksh. 160 Ksh. 159

B18. How often do you use each of these services/products? Dail Weekl Fortnightl Monthl Neve Othe Tota y y y y r r l Calling services 711 63 0 0 6 14 794 % of Total 89.3 7.9 0.0 0.0 0.8 1.8 99.7 SMS services 378 203 26 14 10 24 655 % of Total 47.5 25.5 3.3 1.8 1.3 3.0 82.3 M-Pesa (or any other money 41 188 95 270 17 39 650 transfer service) % of Total 5.2 23.6 11.9 33.9 2.1 4.9 81.7 Credit (airtime) borrowing 89 221 66 110 19 14 519 % of Total 11.2 27.8 8.3 13.8 2.4 1.8 65.2 Tracking lost phones 2 4 0 0 4 4 14 % of Total 0.3 0.5 0.0 0.0 0.5 0.5 1.8 Commodity prices 3 0 0 2 1 1 7 % of Total 0.4 0.0 0.0 0.3 0.1 0.1 0.9 Other 15 9 1 2 3 4 34 % of Total 1.9 1.1 0.1 0.3 0.4 0.5 4.3 Total 123 688 188 398 59 100 2672 9

Time of Day to use Service/Product

Morning Afternoo Evenin Night Anytim Never Total n g e B19.1 Calling services 10% 4% 6% 6% 73% 1% 100% - Code SMS services 5% 6% 6% 8% 73% 2% 100% M-Pesa (or any other 5% 7% 11% 3% 73% 1% 100% money transfer service) Credit (airtime) 5% 4% 2% 22% 65% 2% 100% borrowing Tracking lost phones 9% 9% 0% 9% 45% 28% 100% Commodity prices 14% 0% 14% 0% 29% 43% 100% Other 12% 9% 3% 15% 55% 6% 100% Total 60% 39% 42% 63% 413% 83% 700%

B34.2-How long have you used the application? Frequency Percent Valid Percent Less than 6 months 34 4.3 5.1 Between 6-12 9 1.1 1.3 months Between 1-3 yrs 331 41.6 49.2 Between 3-4 yrs 208 26.1 30.9 More than 5 yrs 86 10.8 12.8 Can't recall 5 0.6 0.7 Total 673 84.5 100.0 Missing System 123 15.5 Total 796 100.0

Are you satisfied with the application? B34.4-Are you satisfied with the application Mobile phone application Yes No Count Percent Count Percent M-Pesa 605 76% 51 6% Clubscoci 7 39% 5 28% Fishmate 4 27% 4 27% UASAY 1 13% 1 13% UGuard 1 13% 0 0% M-Prep 1 7% 0 0% Kazi560 2 4% 0 0% M-Kesho 17 4% 3 1% PesaPal 1 2% 0 0%

Medic Mobile 2 6% 0 0% Other 8 29% 0 0%

B34.2-Code * B35.1-Suggest Improvements for non-satisfactory applications Cross tabulation Count B35.1-Suggest Improvements for non-satisfactory Total applications Reduce Boost Improve Reply to Other transaction network security customer fees messages B34.2- M-Pesa 37 (73%) 6 (12%) 4 (8%) 2 (4%) 1 (2%) 50 Code M- 1 (33%) 0 (0%) 0 (0%) 0 (0%) 0 (0%) 1 Kesho Total 38 (70%) 6 (11%) 4 (7%) 2 (4%) 1 (2%) 51

Why do you prefer your current phone(s)? Count Percent It has the main functionalities that I need in a phone 526 66.1 It has long battery life 467 58.7 It is cheap 289 36.4 It has an alarm function 212 26.3 It has a calculator 205 25.8 It allows for easy texting 160 20.1 It has a torch 136 17.1 It allows for dual SIM card use without having to physically 110 13.8 change SIM cards It has radio function 88 11.1 It has a wide screen display 74 9.3 It has several games pre-installed 72 9.0 Very few people around here have the same phone 71 8.9 It can be easily repaired incase of damages 70 8.8 It does not attract so much attention, hence does not present 51 6.4 security risk Most of my friends/relatives have the same phone 37 4.6 It is shock-resistant 35 4.4 It is water-resistant 16 2.0 Total number of respondent 796 100.0

Phone activity compared to Area of interview Phone Activity Area of Interview Urban Rural

Make/receive calls Count 480 316 % within Activity 100% 100% Send/receive text messages Count 407 251 % within Activity 85% 79% Browse the Internet Count 140 61 % within Activity 29% 19% Send/receive money Count 382 238 % within Activity 80% 75% Roam when abroad Count 7 2 % within Activity 1% 1% Skype/VOIP Count 8 4 % within Activity 2% 1% Use personal organizer, reminder Count 64 29 % within Activity 13% 9% Take photos Count 156 75 % within Activity 33% 24% Record video/audio Count 81 28 % within Activity 17% 9% Transfer airtime to other user Count 258 126 % within Activity 54% 40% Send SMS to Radio or TV programme Count 50 24 % within Activity 10% 8% Play games Count 152 83 % within Activity 32% 26% Download mobile phone applications Count 62 24 % within Activity 13% 8% Reading and writing emails Count 68 22 % within Activity 14% 7% Use the alarm function Count 259 152 % within Activity 54% 48% Download Music/video Count 80 25 % within Activity 17% 8% Total Count 480 316

How did you come to know about the product/service? Products/services From From TV and Trial and Other Total relative friends /or radio error s using my phone Calling services 286 212 96 125 76 795

% of Total 36.0 26.7 12.1 15.7 9.6 100.0 M-Pesa (or any other money) 169 154 317 46 95 781 % of Total 21.6 19.7 40.6 5.9 12.2 100.0 SMS services 212 275 94 129 68 778 % of Total 27.2 35.3 12.1 16.6 8.7 100.0 Credit (airtime) borrowing 125 235 216 69 90 735 % of Total 17.0 32.0 29.4 9.4 12.2 100.0 Tracking lost phones 16 43 43 2 20 124 % of Total 12.9 34.7 34.7 1.6 16.1 100.0 Commodity prices 3 7 14 3 14 41 % of Total 7.3 17.1 34.1 7.3 34.1 100.0 Internet bundles/services 0 4 1 1 5 11 % of Total 0.0 36.4 9.1 9.1 45.5 100.0 Bonga points 0 0 2 0 0 2 % of Total 0.0 0.0 100.0 0.0 0.0 100.0 Skiza tunes 0 0 0 0 1 1 % of Total 0.0 0.0 0.0 0.0 100.0 100.0

Awareness of Mobile Phone Applications Frequency Percent M-Pesa 794 99.9% M-Kesho 443 55.7% M-Kilimo 59 7.4% PesaPal 55 6.9% Kazi560 46 5.8% Medic Mobile 32 4% M-Maji 30 4% Other 28 4% Child count+ 23 3% Clubsoci 18 2% M-Life saver 18 2% M-Farm 17 2% Fishmate 15 2% DrumNet 14 2% M-Prep 14 2% PESA PAP 11 1% UASAY 8 1% UGuard 8 1% mSwali 8 1% AIRTEL MONEY 7 1%

TxtEagle 7 1% WelTel 5 1% CrowdPesa 3 0% M-BANKING 3 0% Orange money 2 0% mScheduler 1 0% Total number of respondents 795 100

Use Count Percent who use out of those who knew of the application M-Pesa 659 83% Fishmate4 5 33% Other 8 29% ClubSoci 5 28% Medic Mobile 2 6% M-Kesho 19 4% Kazi560 2 4% PesaPal 1 2%

4 This must be a misunderstanding of respondents because a working prototype of Fishmate is not yet developed and has not yet been launched anywhere.

What other services would you like to access through your mobile phone(s)?

Area of Interview Urban Rural Total Health information Count 21 17 38 % within area 28% 36% 64% Educational information Count 22 6 28 % within area 29% 13% 42% Government/CDF information Count 16 12 28 % within area 21% 26% 47% Agricultural information Count 3 9 12 % within area 4% 19% 23% Job adverts Count 5 2 7 % within area 7% 4% 11% Business/commodity prices Count 5 0 5 information % within area 7% 0% 7% Other Count 7 7 14 % within area 9% 15% 24% TOTAL Count 75 47 122

What other services would you like to access through your mobile phone(s)?* gender A1-Gender Total Other services Male Female Health information Count 15 23 38 % within 22.40% 41.80% gender Educational Count 14 14 28 information % within 20.90% 25.50% gender Government/CDF Count 21 7 28 information % within 31.30% 12.70% gender Agricultural Count 8 4 12 information % within 11.90% 7.30% gender Job adverts Count 4 3 7 % within 6.00% 5.50% gender Business/commodity Count 3 2 5 prices information % within 4.50% 3.60% gender Other Count 7 7 14 % within 10.40% 12.70%

gender TOTAL Count 67 55 122

What other benefits if any, do you feel you have received by virtue of having the mobile phone(s)? Count Percent Lets me keep in touch with clients at anytime 225 28.3 Reduce travel time 205 25.8 Made me reach more client/customers 162 20.4 Eliminated need for travel 161 20.2 Enable me to receive timely information about a job opening 153 19.2 Enable me to acquire a new job 141 17.7 Helped me and/or my family access social services 136 17.1 Enables me to easily communicate with my suppliers 87 10.9 Allowed me to conduct business transactions-mobile payments 79 9.9 Allowed me to negotiate business transactions 68 8.5 Helped me and/or my family access education services 43 5.4 Helped manage supply chain 31 3.9 Helped me and/or my family access health services 23 2.9 Helped manage inventories 12 1.5 Facilitates my travel bookings 5 0.6 Enable me win a number of radio/TV shows 4 0.5 Total number of respondents 796 100.0

Highest education level * do you send/receive text messages (SMS) Yes No Count Percent Count Percent No formal education 7 23% 24 77% Primary education 190 71% 76 29% Post primary 459 92% 38 8% education

Highest education level * do you browse Internet Yes No Count Percent Count Percent No formal education 1 3% 30 97% Primary education 17 6% 249 94% Post primary 181 36% 316 64% education

Highest education level * do you use MPESA Yes No Count Percent Count Percent No formal education 19 61% 12 39% Primary education 205 77% 61 23% Post primary 424 85% 73 15% education

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