BOCRA CUSTOMER SATISFACTION SURVEY DRAFT FINAL REPORT PREPARED BY THE BOTSWANA INSTITUTE FOR DEVELOPMENT POLICY ANALYSIS (BIDPA) DATE OF SUBMISSION: 04/12/2015 TABLE OF CONTENTS LIST OF TABLES ................................................................................................................................... v TABLE OF FIGURES ............................................................................................................................. vi LIST OF ACRONYMS .......................................................................................................................... vii FOREWORD ...................................................................................................................................... viii EXECUTIVE SUMMARY ....................................................................................................................... ix FIXED LINES .................................................................................................................................... ix MOBILE SECTOR .............................................................................................................................. x INTERNET SECTOR ........................................................................................................................... x POSTAL SERVICES ........................................................................................................................... xi BROADCASTING SERVICES ............................................................................................................ xii BOTSWANA IN THE WORLD ......................................................................................................... xiii 1 INTRODUCTION: THE RATIONALE FOR THE CUSTOMER SATISFACTION SURVEY .......................... 1 1.1 JUSTIFICATION FOR THE SURVEY ........................................................................................... 1 1.1.1 THE LACK OF A COMMUNICATIONS POLICY .................................................................. 2 1.2 OBJECTIVES OF THE SURVEY .................................................................................................. 2 1.3 SURVEY SCOPE ....................................................................................................................... 3 1.3.1 SERVICE SECTORS ........................................................................................................... 3 1.3.2 VARIABLES BEING MEASURED ....................................................................................... 3 1.3.3 HOW THE STUDY IS SEQUENCED ................................................................................... 3 2 PROJECT MANAGEMENT APPROACH AND RESEARCH METHODOLOGY ....................................... 4 2.1 THE SURVEY AND SAMPLE DISTRIBUTION ............................................................................. 4 2.2 DETERMINING THE SAMPLE SIZE ........................................................................................... 4 2.3 RECRUITMENT/HIRING OF DATA COLLECTION AND ENTRY STAFF ........................................ 6 2.4 TRAINING OF THE ENUMERATORS/INTERVIEWERS ............................................................... 6 2.5 PRE-TESTING OF THE INSTRUMENT ....................................................................................... 7 2.6 DATA COLLECTION ................................................................................................................. 7 2.7 DATA PROCESSING ................................................................................................................. 7 2.8 LIMITATION OF THE STUDY .................................................................................................... 7 3 PROFILE OF THE RESPONDENTS .................................................................................................... 8 3.1 TYPE OF USERS AND GENDER PROFILE .................................................................................. 8 3.2 AGE AND MARITAL STATUS ................................................................................................... 9 3.3 EDUCATIONAL LEVEL AND EMPLOYMENT STATUS ................................................................ 9 3.3.1 EMPLOYMENT STATUS OF THE RESPONDENTS ........................................................... 10 3.4 SERVICE SECTORS ................................................................................................................. 10 3.5 CONCLUSIONS ...................................................................................................................... 11 4 BOTSWANA COMPARED GLOBALLY ............................................................................................. 12 4.1 FIXED LINES SUBSCRIPTIONS ............................................................................................... 12 4.2 MOBILE PHONE SUBSRIPTIONS ........................................................................................... 12 4.3 COSTS OF PREPAID DATA ..................................................................................................... 13 4.4 CONCLUSIONS ...................................................................................................................... 14 5 SURVEY RESULTS: LEVELS OF SATISFACTION WITH BOCRA REGULATED SERVICE ....................... 15 5.1 FIXED-LINE SECTOR .............................................................................................................. 15 ii 5.1.1 OWNERSHIP OF FIXED LINE ......................................................................................... 15 5.1.2 PERIOD OWNING FIXED LINE ....................................................................................... 15 5.1.3 SATISFACTION WITH REGARD TO VARIOUS FIXED LINE SERVICES ............................... 16 5.1.4 CALL CENTRE SERVICES ................................................................................................ 17 5.1.5 SERVICE PAYMENT ....................................................................................................... 17 5.1.6 PRICING INFORMATION ............................................................................................... 18 5.1.7 NETWORK QUALITY (VOICE QUALITY/ CROSSED LINE/ NO STATIC) ............................ 18 5.1.8 NETWORK RELIABILITY (NETWORK AVAILABILITY AND EFFICIENCY) ........................... 18 5.1.9 GENERAL CUSTOMER SERVICE ..................................................................................... 18 5.1.10 EASE OF FAULT REPORTING (KNOWING WHERE TO CALL, GETTING THROUGH TO THE OPERATOR) .................................................................................................................................. 18 5.1.11 FAULT REPAIR (ABILITY TO RESTORE A DISRUPTED SERVICE ON TIME AS PROMISED) 18 5.1.12 SATISFACTION LEVEL WITH BILLING SYSTEM ............................................................... 19 5.1.13 RECOMMENDATION OF SERVICE PROVIDER TO FRIENDS AND RELATIVES ................. 19 5.1.14 THE BILLING TYPE ......................................................................................................... 20 5.1.15 RESPONDENTS` AWARENESS ....................................................................................... 21 5.2 MOBILE SERVICE SECTOR ..................................................................................................... 21 5.2.1 MOBILE NETWORK USERS AND MARKET STRUCTURE ................................................. 22 5.2.2 MOBILE PHONE OWNERSHIP AND SWITCHING IN THE MOBILE INDUSTRY ................ 23 5.2.3 OWNERSHIP OF HANDSETS .......................................................................................... 23 5.2.4 OWNERSHIP OF SIM CARDS ......................................................................................... 24 5.2.5 SIMREASONS FOR OWNING MULTIPLE SIM CARDS ..................................................... 24 5.2.6 CHANGE OF PROVIDER ................................................................................................ 25 5.2.7 EDUCATION STATUS AND CHANGE OF PROVIDER ....................................................... 26 5.2.8 MOBILE SERVICES UTILISATION AND CUSTOMER SATISFACTION ................................ 26 5.2.9 SATISFACTION WITH PRICING, QUALITY, AVAILABILITY OF SERVICE AND OTHER VARIABLES ................................................................................................................................... 27 5.2.10 PRICING AND AWARENESS OF MOBILE SERVICES ....................................................... 28 5.2.11 RATING OF PRICES ....................................................................................................... 29 5.2.12 VIEWS ON SMS AND ROAMING SERVICE PRICES ......................................................... 29 5.2.13 MOBILE NETWORK EFFECTIVENESS ............................................................................. 29 5.2.14 AWARENESS ON GENERAL ISSUES IN THE INDUSTRY .................................................. 30 5.3 INTERNET SERVICE SECTOR ................................................................................................. 30 5.3.1 INTERNET USAGE ......................................................................................................... 31 5.3.2 INTERNET USAGE BY LOCALITY .................................................................................... 31 5.3.3 INTERNET SERVICE PROVIDER .....................................................................................