Airband Wireless Community Pathfinder Satisfaction Survey
Document Details:
Status: Version 3 Issue Date: October 2014 Contact: Andrew Rudd, Research Team Leader, Research and Marketing (superfast@worcestershire.gov.uk)
www.worcestershire.gov.uk
Airband Satisfaction Survey 2014
Table of Contents 1 Background ...... 2 2 Method ...... 2 3 Summary results ...... 3 4 Local results ...... 7
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Airband Satisfaction Survey 2014
1 Background In January 2013 Airband were awarded a contract to provide a wireless broadband service to three parts of Worcestershire:
Little Witley (the Parish of Little Witley) NW Malvern (including the Parishes of Bockleton, Kyre, Hanley, Rochford, Eastham, Lindridge, Mamble and Bayton. Redditch Arc (including the Parishes of Tibberton, Crowle, part of Hanbury, Stock and Bradley and Feckenham.
As at April 2014, 468 customers had taken up the service.
In order to raise awareness of the availability of the service in these areas, and to understand customer satisfaction, Worcestershire County Council sent a letter to each premises in April 2014. On the reverse of the letter was a satisfaction survey, and those households and businesses that had already signed-up to the service were asked to complete the survey so that we can establish how satisfied customers are with the service and identify areas for improvement.
2 Method A letter raising awareness about the availability of the Airband wireless service was sent to 2,179 premises in the Community Pathfinder areas. On the reverse of the letter was a satisfaction survey, and recipients were asked to complete and return the survey if they had the service. At the time the survey was sent, 468 premises had taken up the service across the three areas, broken down as follows:
Little Witley – 63 NW Malvern – 185 Redditch Arc – 220
A postage-paid, return envelope was provided to encourage response to the survey. There was also the option to complete the survey online.67% of responses were submitted in paper form.
The survey was sent out on 25 April 2014 and the closing date was 31 May 2014.
A total of 139 completed surveys were received, which is a response rate of 30%.
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Airband Satisfaction Survey 2014
3 Summary results The primary reason that respondents chose to take-up an Airband service was because their previous Internet was slow (86%). Around one-quarter were unhappy with their previous supplier, while 9% anticipated a cost saving.
Figure 1: What were your main reasons for taking an Airband service?
100
90 86
80
70
60
50
40
Percentage ofrespondents Percentage 30 24 20
9 10 10
0 Previous internet was slow Cost saving Unhappy with previous Other (please specify below) supplier
Note that respondents could give more than one answer, therefore percentages do not sum to 100%.
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Airband Satisfaction Survey 2014
While 17% of respondents had had the service for more than 12 months, 63% had had the service for 6-12 months. There were some newer customers too, with 15% having had the service for 3-6 months, and 5% having taken up the service in the last 3 months.
Figure 2: How long have you had the service?
Less than 3 months 5%
Over 12 Months 17% 3 - 6 Months 15%
6 - 12 Months 63%
57% of respondents reported average speeds of 10-20Mbps. A small proportion (6%) reported speeds over 20Mbps, while 22% reported speeds less than 10Mbps. 15% of respondents did not know what speed they were receiving.
Figure 3: What download speeds, on average, do you receive?
Don't know 15%
Less than 10Mbps 22% Over 20Mbps 6%
Between 10Mbps and 20Mbps 57%
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Airband Satisfaction Survey 2014
Satisfaction with the service is reasonably high, though there is room for improvement. 27% of respondents stated they were 'very satisfied', and a further 53% stated they were 'satisfied'. However, 16% stated they were 'dissatisfied' and 4% were 'very dissatisfied'.
Figure 4: How satisfied/dissatisfied are you with the new service?
Very dissatisfied 4%
Dissatisfied 16% Very satisfied 27%
Satisfied 53%
As would be expected given the levels of satisfaction above, 78% of respondents stated they would recommend the service to a friend.
Figure 5: Would you recommend the service to your friends?
No 22%
Yes 78%
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Airband Satisfaction Survey 2014
57% of respondents stated that their Airband service has helped them save time through improved data transfer speeds. 46% stated they are now able to use home entertainment such as TV on demand, while 43% are able to access online services. One-third have been able to communicate with family and friends, and almost one-quarter have started to work from home, or now work from home more regularly. Just 4% stated they have not seen any noticeable benefits.
Figure 6: How has your new service benefited your home or work environment?
60 57
50 46 43
40
33 30 24
20 Percentage of respondents of Percentage
11 10 4
0 Save time Able to use Able to use Able to Started to work Better use of No noticeable through home online services communicate from home or video benefits improved data entertainment (e.g. banking) with able to work conferencing transfers speeds (e.g. tv on family/friends from home tools demand, online more often gaming)
Note that respondents could give more than one answer, therefore percentages do not sum to 100%.
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Airband Satisfaction Survey 2014
4 Local results The response rate was highest in NW Malvern at 32% and lowest in Little Witley at 21%.
Table 1: Number of respondents by project area
Number of Response Area respondents % rate % Little Witley 13 9 21 NW Malvern 60 43 32 Redditch Arc 64 46 29 Grand Total 139 100 30
Satisfaction is highest in Little Witley, where 54% are 'very satisfied' and a further 38% are 'satisfied'. Just 8% are 'dissatisfied' and no respondents were 'very dissatisfied'. Satisfaction is lower in NW Malvern, with just 18% 'very satisfied', although 53% are 'satisfied'. 18% are 'dissatisfied', which is the highest percentage of the three pathfinder areas, and 10% are 'very dissatisfied', making NW Malvern the only area with customers that are 'very dissatisfied'. In Redditch Arc, 28% are 'very satisfied' and a further 56% are 'satisfied' with 16% 'dissatisfied'.
Figure 7: Levels of satisfaction by project area
60 56 54 53 53
50
40 38
30 28 27
20 18 18 Percentage of respondents of Percentage 16 16
10 10 8 4
0 0 0 Little Witley NW Malvern Redditch Arc Grand Total Very satisfied Satisfied Dissatisfied Very dissatisfied
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Airband Satisfaction Survey 2014
Satisfaction varies according to the length of time a customer has had the service. Amongst those that have had the service for less than three months, 43% are 'very satisfied'. This reduces to around 25% amongst those that have had the service for more than 3 months.
Figure 8: How the percentage of respondents that are 'very satisfied' varies by length of time they have had the service
45 43
40
35
30 26 25 25 25
20
Percentage of respondents of Percentage 15
10
5
0 Under 3 months 3 to 6 months 6 to 12 months Over 12 months
It is interesting to note that whilst the percentage that are 'very satisfied' decreases after the first 3 months of service use, the percentage that are either 'very satisfied' or 'satisfied' increases with length of time the customer has had the service, with 83% of those that have had the service for more than 12 months reporting this level of satisfaction.
Figure 9: How the percentage of respondents who are 'very satisfied' of 'satisfied' varies by length of time they have had the service
90 83 82 80
71 70 70
60
50
40
Percentage of respondents of Percentage 30
20
10
0 Under 3 months 3 to 6 months 6 to 12 months Over 12 months
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Airband Satisfaction Survey 2014
Levels of satisfaction also vary by the download speed being received. Amongst the small number of customers reporting they achieve speeds over 20Mbps, all were 'very satisfied' or 'satisfied'. Where speeds were between 10Mbps and 20Mbps, 32% were 'very satisfied' and 53% 'satisfied', with 14% 'dissatisfied' and 1% 'very dissatisfied'. In contrast, amongst customers with speeds less than 10Mbps, no respondents reported being 'very satisfied' and although 55% are 'satisfied', 32% of respondents were 'dissatisfied' and 13% were 'very dissatisfied'.
Figure 10: How satisfaction varies with average download speed
60 55 53 52 50 50 50
40 38
32 32 30
20 Percentage of respondents of Percentage
13 14
10 5 5 1 0 0 0 0 Less than 10Mbps 10 to 20Mbps Over 20Mbps Don't know Very satisfied Satisfied Dissatisfied Very dissatisfied
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