FINAL REPORT Botswana Communications Regulatory Authority (BOCRA) Plot 50671, Independence Avenue Gaborone CONSUMER AND SERVICE PROVIDER SATISFACTION SURVEY PREPARED BY BOTSWANA INSTITUTE FOR DEVELOPMENT POLICY ANALYSIS (BIDPA) 134 International Finance Park, Tshwene Drive P/Bag BR 29, Gaborone NOVEMBER 2018 TABLE OF CONTENTS LIST OF TABLES ....................................................................................................................... iv LIST OF FIGURES ....................................................................................................................... v LIST OF ACROYMNS ................................................................................................................ vi FOREWORD .............................................................................................................................. vii ACKNOWLEDGEMENTS ........................................................................................................ viii EXECUTIVE SUMMARY ...............................................................................................................ix CHAPTER 1 ..................................................................................................................................... 1 INTRODUCTION AND OBJECTIVES ............................................................................................ 1 1.1 INTRODUCTION ............................................................................................................. 1 1.2 OBJECTIVES OF THE STUDY ........................................................................................ 1 1.3 ORGANISATION OF THE REPORT ................................................................................ 2 CHAPTER 2 ..................................................................................................................................... 3 METHODOLOGICAL APPROACH ................................................................................................ 3 2.1 SERVICE PROVIDER’S SATISFACTION AND PERCEPTIONS ................................... 3 2.2 CUSTOMERS SATISFACTION AND PERCEPTIONS .................................................... 3 2.2.1 Customer Survey ................................................................................................................ 3 2.2.2 Determining the Sample Size ............................................................................................. 4 2.2.3 Selection of Localities ........................................................................................................ 6 2.2.4 Data Collection and Entry .................................................................................................. 7 2.2.5 Data Analysis ..................................................................................................................... 8 2.3 STUDY LIMITATIONS AND CHALLENGES ................................................................. 8 CHAPTER 3 ................................................................................................................................... 10 PROFILE OF THE RESPONDENTS .............................................................................................. 10 3.1 SERVICE PROVIDERS PROFILE .................................................................................. 10 3.2 PROFILE OF THE CONSUMERS .................................................................................. 11 3.2.1 Gender and Age Profile ............................................................................................ 11 3.2.2 Income and Marital Status ........................................................................................ 12 3.2.3 Employment Status of the Respondents .................................................................... 13 3.2.4 Service Sectors ......................................................................................................... 13 3.2.5 Education status of Respondents ............................................................................... 14 CHAPTER 4 ................................................................................................................................... 15 SERVICE PROVIDERS’ PERCEPTIONS, SATISFACTION AND INVOLVEMENT ON REGULATION AND POLICY DEVELOPMENT .......................................................................... 15 4.1 SERVICE PROVIDERS PERCEPTION OF BOCRA ...................................................... 15 4.1.1 Telecommunications Service Sector ................................................................................. 15 4.1.2 Broadcasting Service Sector ............................................................................................. 16 4.1.3 Internet Service Sector ..................................................................................................... 18 4.1.4 Postal and Courier Service Sector ..................................................................................... 20 4.2 SERVICE PROVIDERS’S PARTICIPATION ON THE DEVELOPMENT OF REGULATIONS AND POLICIES ..................................................................................... 21 4.3 SUMMARY..................................................................................................................... 23 CHAPTER 5 ................................................................................................................................... 24 CONSUMER SATISFACTION AND USAGE OF BOCRA REGULATED SERVICES................. 24 5.1 MOBILE SERVICE SECTOR ......................................................................................... 24 5.1.1 Mobile Network Users and Market Shares ................................................................ 24 5.1.2 Ownership of Sim Cards and Mobile Phones ............................................................ 25 5.1.3 Change of Mobile Service Provider .......................................................................... 26 5.1.4 Main Mobile Service Provider and Change of Service Provider ................................ 27 5.1.5 Mobile Services Utilization and Customer Satisfaction ............................................. 27 5.1.6 Consumer Satisfaction with Pricing, Quality, Availability of Service and Other Elements of Mobile Services .................................................................................... 28 i 5.1.7 Pricing and Awareness of Mobile Services ............................................................... 29 5.1.8 Mobile Network Effectiveness .................................................................................. 29 5.1.9 Awareness on General Issues in the Mobile Service Sector ....................................... 30 5.2 FIXED LINE SECTOR .................................................................................................... 30 5.2.1 Use of Fixed Line Phone at Home ............................................................................ 30 5.2.2 Customer Satisfaction with Fixed Line Telephone Services ...................................... 31 5.2.3 Satisfaction with bills ............................................................................................... 33 5.2.4 Respondents Awareness ........................................................................................... 34 5.3 POSTAL SERVICES SECTOR ....................................................................................... 35 5.3.1 Services Accessed at The Post Office ....................................................................... 35 5.3.2 Origin of Mail Received ........................................................................................... 36 5.3.3 Satisfaction with Postal Services ............................................................................... 37 5.3.4 Satisfaction with Courier Services ............................................................................ 39 5.3.5 Complaints Handling ................................................................................................ 40 5.4 BROADCASTING SECTOR ........................................................................................... 40 5.4.1 Radio Listenership .................................................................................................... 41 5.4.2 Television Viewership .............................................................................................. 41 5.4.3 Customer's Satisfaction with Radio and TV Stations ................................................. 42 5.4.4 Complaint Handling ................................................................................................. 44 5.4.5 Mode of Transmission Used for Broadcasting Services ............................................. 44 5.4.6 Disability.................................................................................................................. 44 5.4.7 Broadcasting in Botswana - Code of Practice ............................................................ 45 5.4.8 Interference with Broadcasting Media Equipment ..................................................... 45 5.5 INTERNET SERVICE SECTOR ..................................................................................... 45 5.5.1 Internet Usage .......................................................................................................... 45 5.5.2 Internet Usage by Location ....................................................................................... 46 5.5.3 Internet