Scotland The Communications Market Report 2017 Date: 3 August 2017

Transcription

1 1 The Communications Market Report 2017 Date: 3 August 2017

2 2 RETURN TO CONTENTS s communications market

3 3 RETURN TO CONTENTS 3 Figure 1.1 Effects of binge watching on people in Proportion of those who binge watch that agree (%) Been relaxing/enjoyable 70% Made me miss out on sleep/made me tired Given me something to talk about with friends Made me neglect housework or other chores Made me feel guilty for not doing something else Has allowed me to find out what happens in a programme before someone else tells me Has allowed me to avoid other people giving the plot away 33% 29% 27% 25% 23% 20% Brought me closer to friends/family Made me neglect my job/ school work Given me opportunities to socialise Made me miss out on spending time with friends/family 9% 7% 5% 4% Source: Ofcom research 2017 Q23. Watching lots of episodes of the same programme in one sitting is sometimes called binge watching. Thinking about when you have done this, do any of the statements below apply? Base: All respondents PROMOTING who CHOICE binge watch SECURING at least once STANDARDS a month (UK PREVENTING 1301, HARM 117, Northern Ireland 85, Wales 74)

4 4 RETURN TO CONTENTS Television and audio-visual content

5 5 RETURN TO CONTENTS 5 UK 2017 SCO 2017 ENG 2017 WAL 2017 NI 2017 Scot urban 2017 Scot rural Figure 2.1 Main TV set share by platform Satellite (pay or free) Freeview Cable TV Hybrid DTT and IPTV Only terrestrial TV (channels 1-4/1-5) No TV in household 5% 2% 5% 2% 11% 10% 10% 10% 15% 16% 15% 10% 29% 30% 37% 30% 1% 2% 3% 11% 12% 11% 2% 1% 4% 2% 3% 6% 2% 11% 16% 19% 29% 42% 38% 43% 36% 2% 5% 4% 2% 6% 5% 10% 11% 16% 19% 16% 28% 29% 38% 37% 28% 38% 33% 38% 47% 53% 31% 42% 44% 37% 40% 36% 33% 33% Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland, 258 urban, 252 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and 2017 QH1B: Which of these do you consider is your main type of television? Note: Remaining percentages are Don t know responses

6 6 RETURN TO CONTENTS 6 Figure 2.2 Proportion of homes with free and pay television Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ with a TV in household (n = 3564 UK, 496, 2109 England, 476 Wales, 483 Northern Ireland, 251 urban, 245 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and Circles around the +/- figures above the chart indicate any significant difference at the 99% confidence level between 2016 and 2017 for, urban and rural. QH1A: Which, if any, of these types of television does your household use at the moment?

7 7 RETURN TO CONTENTS 7 Figure 2.3 Awareness of receiving HD television Figure above bar shows % that have HD TV set or HD-ready TV 77% 2% 70% 4% 77% 80% 2% 1% 72% 4% 68% 4% 80% 2% Don't know if have HDTV channels 63% 57% 64% 69% 60% 53% 72% HDTV channels HD ready, no channels 11% 10% 12% 10% 9% 11% UK England 2017 Wales 2017 N Ireland 2017 urban % rural 2017 Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ with a TV in household (n = 3564 UK, 496, 2109 England, 476 Wales, 483 Northern Ireland, 251 urban, 245 rural) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 and between urban and rural in 2017 QH53: Is the PROMOTING main TV in your CHOICE household an SECURING HDTV set or STANDARDS HD ready?/ QH54: PREVENTING Although you have HARM an HDTV ready set, to actually watch TV channels and programmes that are broadcast in high definition, you need an HD set top box or a TV with built-in HDTV receiver. For the main TV set, does your household have an HD TV service?

8 8 RETURN TO CONTENTS 8 Figure 2.4 Smart TV take-up in Figure above bar shows % point change in take-up of Smart TVs from H UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural 2017 Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ with a TV in household (n = 3564 UK, 496, 2109 England, 476 Wales, 483 Northern Ireland, 251 urban, 245 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and Circles around the +/- figures above the chart indicate any significant difference at the 99% confidence level between 2016 and 2017 for, urban and rural. QH62: Are any PROMOTING of your TV sets Smart CHOICE TVs? These SECURING are new types STANDARDS of TV that are connected PREVENTING to the internet and HARM can stream video directly onto your television screen, without the need for a computer, set-top box or games console

9 9 RETURN TO CONTENTS 9 Figure 2.5 TV programmes, films, demand on any device Ever used Used in the last week 39% 27% 21% 17% 14% 9% 6% 3% 48% 60% Broadcast services (live or catch-up) (e.g. BBC iplayer, ITV Hub) Subscription services (e.g. Netflix, Amazon Prime Video) or Pay Per View ( (e.g. itunes, Google Play) Live TV online - same time as it is broadcast (e.g. via BBC iplayer, Sky Go) Other free professional TV programmes/ video channels online (e.g. Jamie Oliver's FoodTube) None of these Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ in (n = 510) QH72: Do you use any of the following types of services to view online TV programmes or films via any type of device (including a mobile phone, tablet or TV set)?/ QH73: And which of these types of services, if any, have you used in the past week?/ QR1A/H: Does your household have Sky+/ Sky Q?/ QR1B: Does your household have Virgin TiVo (pronounced tee-vo) or V+?/ QR1C/D/E: Does your Freesat/ Freeview box of Freeview TV/ broadband TV service allow you to record and store TV programmes, and also pause and rewind live TV programmes?

10 10 RETURN TO CONTENTS 10 Figure 2.6 Average minutes of television viewing per person per day, by nation: Wales Northern Ireland England* UK Source: BARB, Individuals (4+). *Note: This figure reflects the average across the English regions.

11 UK Border East of England London Meridian Midlands North East North West South West West Yorkshire Wales N. Ireland 11 RETURN TO CONTENTS 11 Figure 2.7 Share of the main five PSB channels in all homes, by UK nations and regions: 2016 Share of total TV viewing (%) 51.0% 59.1% 52.7% 46.4% 54.5% 50.0% 51.3% 50.8% 55.5% 53.7% 51.2% 52.2% 52.9% 49.6% 3.6% 4.8% 3.8% 3.8% 4.8% 5.3% 21.6% 14.5% 13.9% 5.9% 7.0% 6.5% 3.7% 5.1% 12.0% 5.5% 3.5% 5.2% 13.0% 7.0% 4.0% 3.8% 3.5% 4.9% 4.2% 4.6% 14.0% 17.2% 16.7% 5.9% 5.3% 5.8% 3.5% 3.5% 4.7% 5.5% 3.9% 4.4% 3.7% 3.3% 3.5% 4.7% 4.8% 4.7% 14.3% 12.6% 16.6% 14.5% 16.2% 17.3% 6.6% 6.5% 5.9% 6.1% 5.2% 4.9% Channel 5 Channel 4 ITV/STV/UTV/ITV Wales BBC Two 22.0% 22.2% 23.3% 20.1% 25.9% 21.4% 20.7% 20.3% 26.4% 25.7% 20.8% 22.6% 23.6% 19.2% BBC One Source: BARB, Individuals (4+). HD channel variants are included but not +1s. Note: Chart shows figures rounded to one decimal place. Numbers may not appear to sum up to total share of main five PSBs due to rounding.

12 UK Border East of England London Meridian Midlands North East North West South West West Yorkshire Wales N. Ireland 12 RETURN TO CONTENTS 12 Figure 2.8 Combined share of the main five PSB channels, all homes: 2011 and 2016 Share difference since 2011 (percentage points) -2.6% +0.5% -1.3% -3.5% -3.7% -3.1% -2.5% -3.0% -3.6% -1.1% -3.0% -0.6% +0.3% -3.0% 51.0% 59.1% 52.7% 46.4% 54.5% 50.0% 51.3% 50.8% 55.5% 53.7% 51.2% 52.2% 52.9% 49.6% Source: BARB, Individuals (4+). HD channel variants are included but not +1s.

13 UK Border East of England London Meridian Midlands North East North West South West HTV West Yorkshire Wales N. Ireland 51.0% 59.1% 52.7% 46.4% 54.5% 50.0% 51.3% 50.8% 55.5% 53.7% 51.2% 52.2% 52.9% 49.6% 53.6% 58.6% 54.0% 49.9% 58.2% 53.1% 53.8% 53.8% 59.1% 54.8% 54.2% 52.8% 52.6% 52.6% 20.2% 19.3% 18.8% 19.2% 18.6% 19.9% 21.1% 19.6% 18.8% 17.8% 20.3% 20.0% 19.1% 18.8% 20.3% 18.7% 19.8% 18.4% 20.7% 18.8% 19.6% 19.4% 20.4% 18.5% 20.0% 18.7% 17.4% 18.8% 13 RETURN TO CONTENTS 13 Figure 2.9 Net change in the audience share of the main five PSB channels and their portfolio channels, all homes: 2011 and 2016 Change in net audience share (percentage points) Share of main five PSB channels in 2011 Share of PSB portfolio channels in 2011 Share of main five PSB channels in 2016 Share of PSB portfolio channels in 2016 Source: BARB, Individuals 4+. Main five PSB channels = BBC One, BBC Two, ITV, Channel 4 and Channel 5, including HD variants but excluding +1s. PSB portfolio channels = BBC Three, BBC Four, BBC News, BBC Parliament, CBBC, CBeebies, BBC red button channels, ITV+1 Network (inc ITV Breakfast), ITV2, ITV2+1, ITV3, ITV3+1, ITV4, ITV4+1, CITV, ITVBe, ITVBe +1, ITV Encore, ITV Encore +1, Channel 4+1, E4, E4 +1, More4, More4 +1, Film4, Film4+1, 4Music, 4seven, Channel 5+1, 5*, 5*+1, 5USA, 5USA+1, Spike, Channel 5+24 PROMOTING (My5). HD CHOICE variants are SECURING included where STANDARDS applicable. PREVENTING HARM Note: Numbers may not add to 100% due to rounding.

14 14 RETURN TO CONTENTS 14 Figure 2.10 Top 20 programmes in, 2016 Programme Channel Date Average 000s TVR % Share % STILL GAME BBC One 21/10/2016 1, ONLY AN EXCUSE? BBC One 31/12/2016 1, WIMBLEDON 2016: MEN'S SINGLES FINAL BBC One 10/07/2016 1, THE GREAT BRITISH BAKE OFF BBC One 26/10/2016 1, MRS BROWN'S BOYS LIVE BBC One 23/07/2016 1, SHERLOCK BBC One 01/01/2016 1, EURO 2016: POR V FRA BBC One 10/07/2016 1, HOGMANAY LIVE BBC One 31/12/2016 1, EURO 2016: POST MATCH BBC One 01/07/2016 1, PLANET EARTH II BBC One 13/11/2016 1, STRICTLY COME DANCING BBC One 03/12/2016 1, STRICTLY COME DANCING: THE FINAL BBC One 17/12/2016 1, MRS BROWN'S BOYS CHRISTMAS SPECIAL BBC One 25/12/ EURO 2016: WAL V BEL BBC One 01/07/ STRICTLY COME DANCING: THE RESULTS BBC One 04/12/ EURO 2016: GER V FRA BBC One 07/07/ MRS BROWN'S BOYS BBC One 01/01/ BRITAIN'S GOT TALENT ITV 16/04/ ENGLAND V SCOTLAND WORLD CUP QUALIFIER ITV 11/11/ EURO 2016: GER V ITA BBC One 02/07/ Source: BARB, individuals 4+. Based on the single best performing episode of a programme title, ranked by average audience 000s. Filtered on a minimum duration of 10 minutes. Channels include HD variants.

15 UK Border East of England London Meridian Midlands North East North West South West West Yorkshire Wales N. Ireland 19.6% 17.9% 14.2% 21.9% 18.3% 17.6% 14.6% 15.5% 23.4% 22.3% 29.7% 29.2% 26.5% 22.3% 21.0% 22.3% 34.0% 35.4% 32.2% 30.6% 30.7% 25.6% 30.7% 29.5% 39.5% 45.9% 46.0% 47.2% 15 RETURN TO CONTENTS 15 Figure 2.11 BBC One and ITV/ STV/ UTV/ ITV Wales early evening news bulletin shares, all homes: 2016 Share of early evening news (%) BBC One ITV/STV/UTV/ ITV Wales Source: BARB, Individuals (4+).BBC One includes HD variant. ITV excludes HD variants and +1. Note: Early evening ( local ) news bulletin figures based on regional news genre programmes, start time 17:55-18:35, 10mins+ duration, BBC One & ITV (exc HD), weekdays. UK figures based on share to respective early evening news bulletin day parts. BBC One s early evening news bulletin is transmitted between 18:30 19:00 and ITV/STV/UTV/ITV PROMOTING Wales CHOICE is transmitted SECURING between STANDARDS 18:00 18:30. PREVENTING HARM

16 16 RETURN TO CONTENTS 16 Figure 2.12 Respondents main media source for UK and world news, 2016 Source: Ofcom Media Tracker 2016 Base: All (2,069); England (1,591); (179); Wales (144); Northern Ireland (155). Prompted, single code. Significance testing shows any difference in the main source of news between any nation and all adults in 2016.

17 17 RETURN TO CONTENTS 17 Figure 2.13 Spend on first-run originated nations and regions output by the BBC/ITV/STV/UTV 405m 397m 37m 43m 74m 74m 361m 39m 60m 41m 36m 34m 297m 293m 288m 279m 269m 286m 272m 276m 32m 28m 29m 28m 26m 27m 28m 26m 58m 58m 58m 54m 53m 69m 55m 57m 29m 28m 27m 24m 27m 27m 28m 31m % change 1 year 5 year CAGR UK 1.5% -0.9% 252m 245m 228m 178m 180m 175m 172m 162m 163m 160m 161m Wales -7.8% -1.7% 3.2% -0.2% Northern Ireland 13.4% 3.1% England 0.6% -1.6% Source: Broadcasters. All figures are adjusted for inflation. Note: Spend data for first-run originations only. BBC includes BBC One and BBC Two channels. Excludes spend on BBC Alba and S4C output but includes some spend on Irish-language programming by the BBC. From 2014, spend on content by ITV Border specifically for viewers in is assigned to, with the rest of ITV Border spend attributed PROMOTING to England. CHOICE These figures SECURING do not STANDARDS include spend on PREVENTING network content. HARM

18 18 RETURN TO CONTENTS 18 Figure 2.14 Total spend by the BBC/ ITV/ STV/ UTV on nations / regions output: m 3m Current affairs News Non-news/non-current affairs 144m 58m 31m 33m 26m 13m 13m 19m 13m 14m 10m 6m 6m 4m England Northern Ireland Wales Source: Broadcasters. Note: BBC includes BBC One and BBC Two channels. Excludes spend on BBC Alba and S4C output but includes some spend on Irish-language programming by the BBC. These figures do not include spend on network content. figures include programming for viewers of ITV Border in, which was 76 hours of current affairs in 2016.

19 19 RETURN TO CONTENTS 19 Figure 2.15 Change in total spend on nations and regions output, by genre and nation: UK England N. Ireland Wales 1yr 5yr CAGR 1yr 5yr CAGR 1yr 5yr CAGR 1yr 5yr CAGR 1yr 5yr CAGR Current affairs 9% 2% 20% -2% 22% 19% -16% 2% 11% 5% News 1% -1% -2% -2% 16% 5% 9% 3% 2% -2% Non-news/non-current affairs 1% -2% 36% 3% 7% -2% 5% -2% -18% -3% Total spend in m 161m 31m 58m 26m UK England N. Ireland Wales 1yr 5yr CAGR 1yr 5yr CAGR 1yr 5yr CAGR 1yr 5yr CAGR 1yr 5yr CAGR Change in spend 2% -1% 1% -2% 13% 3% 4% -1% -8% -2% Source: Broadcasters. All figures are adjusted for inflation. Note: BBC includes BBC One and BBC Two channels. Excludes spend on BBC Alba and S4C output but includes some spend on Irish-language programming by the BBC. These figures do not include spend on network content. Spend on programming for the ITV Border region is divided between England and from 2014 onwards and attributed PROMOTING to England only CHOICE prior to SECURING STANDARDS PREVENTING HARM

20 20 RETURN TO CONTENTS 20 Figure 2.16 First-run originated hours of nations/regions output, by genre and broadcaster: ,922 hrs 999 hrs 1882 hrs 951 hrs 2016 total hours +2% +6 % -21% -2% Change since , ITV/STV/UTV nonnews/non-current affairs ITV/STV/UTV news , ITV/STV/UTV current affairs BBC non-news/noncurrent affairs BBC news BBC current affairs England Northern Ireland Wales Source: Broadcasters. Note: Hours data for first-run originations only. BBC includes BBC One and BBC Two channels. Excludes hours for BBC Alba and S4C output but includes some hours of Irishlanguage programming by the BBC. These figures do not include hours of network content. figures include programming for viewers of ITV Border in : 76 hours of current PROMOTING affairs CHOICE in SECURING STANDARDS PREVENTING HARM

21 21 RETURN TO CONTENTS 21 Figure 2.17 Cost per hour for total nations and regions output, by nation: % -2.1% +1.6% +9.2% -0.4% 5 year CAGR 25k 26k 26k 23k 29k 31k 30k 28k 28k k UK England Northern Ireland Wales Source: Broadcasters. All figures have been adjusted for inflation. Note: BBC includes BBC One and BBC Two channels. Excludes spend on BBC Alba and S4C output but includes some spend on Irish-language programming by the BBC. These figures do not include spend on network content. figures include programming for viewers of ITV Border in : 76 hours of current affairs in 2016.

22 22 RETURN TO CONTENTS 22 Figure 2.18 BBC Alba total spend: m Current Affairs News Non-news/non-current affairs 16.4m 12.7m 14.9m 13.9m 13.5m 13.0m 14.8m 13.7m 16.8m 11.1m 11.9m 10.9m 10.7m 10.2m 11.5m 10.8m 13.0m 2.3m 2.3m 2.2m 2.3m 2.3m 2.6m 2.4m 2.4m 0.9m 0.6m 0.9m 0.8m 0.7m 0.5m 0.6m 0.6m 0.5m 1.0m Source: BBC, total spend. All figures have been adjusted for inflation.

23 23 RETURN TO CONTENTS 23 Figure 2.19 BBC Alba total hours: Current Affairs News Non-news/non-current affairs Source: BBC, total hours.

24 24 RETURN TO CONTENTS 24 Figure 2.20 Expenditure on originated network productions: London Midlands & East Northern England Southern England Wales Northern Ireland Other 0.4% 1.2% 2.2% 1.3% 1.5% 1.5% 2.8% 1.0% 0.8% 3.5% 1.1% 1.2% 0.9% 5% 3.3% 3.2% 3.5% 1.5% 3.2% 4% 6% 5% 4% 6% 15% 12% 14% 13% 14% 8% 17% 20% 20% 23% 20% 3% 3% 1% 2% 2% 22% 2% 57% 55% 52% 52% 54% 57% Source: Ofcom / broadcasters Note: This expenditure does not include network news production.the category other refers to programmes made by producers based within the M25 which qualify as regional productions on the grounds that 70% of total spend and 50% of off-screen talent spend was outside the M25 but not all in one macro-region, and therefore cannot be attributed PROMOTING to a single CHOICE region. See SECURING data/assets/pdf_file/0019/87040/regional-production-and-regional-programme-definitions.pdf STANDARDS PREVENTING HARM on Ofcom website for further details.

25 25 RETURN TO CONTENTS 25 Figure 2.21 Volume of originated network productions: London Midlands & East Northern England Southern England Wales Northern Ireland Other 0.2% 0.8% 0.8% 0.6% 0.7% 0.7% 0.8% 0.9% 0.9% 0.8% 0.9% 1.0% 1.6% 1.7% 1.4% 1.8% 2.7% 2.5% 7% 7% 8% 8% 7% 9% 11% 10% 12% 11% 10% 8% 13% 8% 18% 21% 24% 22% 23% 6% 6% 5% 6% 7% 59% 55% 49% 49% 51% 49% Source: Ofcom / broadcasters Note: These hours do not include network news production.the category other refers to programmes made by producers based within the M25 which qualify as regional productions on the grounds that 70% of total spend and 50% of off-screen talent spend was outside the M25 but not all in one macro-region, and therefore cannot be attributed PROMOTING to a single region. CHOICE. See data/assets/pdf_file/0019/87040/regional-production-and-regional-programme-definitions.pdf SECURING STANDARDS PREVENTING HARM on Ofcom website for further details.

26 26 RETURN TO CONTENTS Radio

27 27 RETURN TO CONTENTS 27 Figure 3.1 Radio station availability Digital Analogue All BBC UK commercial Local commercial Community licences Source: Ofcom, May 2017 Note: This chart shows the maximum number of stations available; local variations and reception issues mean that listeners may not be able to access all of them.

28 28 RETURN TO CONTENTS 28 Figure 3.2 Household coverage of DAB Proportion of households (%) BBC National DAB Digital One Sound Digital Local DAB* 97% 98% 92% 95% 91% 92% 80% 77% 85% 85% 57% 95% 92% 86% 85% 86% 82% 68% 64% 52% UK England Northern Ireland Wales Source: BBC, Arqiva, Ofcom, May Figures for local DAB are projections of expected coverage for mid-2017 based upon a planned list of transmitter sites. The plan is continuing to be refined and actual coverage may differ slightly from those figures when the current programme of expansion completes during 2017

29 29 RETURN TO CONTENTS 29 Figure 3.3 Average weekly reach and listening hours England Wales Northern Ireland UK TOTAL Average weekly listening 21.4 hours 20.6 hours 22.7 hours 20.8 hours 21.4 hours Reach 89.7% 87.1% 91.6% 89.0% 89.6% Source: RAJAR, All adults (15+), 12 months ended Q Reach is defined as a percentage of the area adult population who listen to a station for at least 5 minutes in the course of an average week.

30 30 RETURN TO CONTENTS 30 Figure 3.4 Share of listening hours by Nation BBC network BBC local/nations UK commercial Local commercial Other 3% 2% 2% 8% 3% 28% 16% 7% 46% 37% 16% 8% 36% 26% 16% 8% 48% 39% 11% 21% 21% 29% 16% 7% 45% England Wales Northern Ireland UK Source: RAJAR, All adults (15+), 12 months ended Q1 2017; within the TSA for each service

31 31 RETURN TO CONTENTS 31 Figure 3.5 Weekly reach for Nations /local BBC services 34% 15% 20% 17% 14% 4% BBC Local Radio in England BBC Radio Ulster/Foyle BBC Radio BBC Radio Wales/Cymru BBC Radio Wales BBC Radio Cymru Source: RAJAR, All adults (15+), 12 months ended Q1 2017; within the TSA for each service

32 32 RETURN TO CONTENTS 32 Figure 3.6 Average weekly reach to local commercial radio: 12 months Average weekly reach (%) 50% 60% 53% 46% 50% England Northern Ireland Wales UK Source: RAJAR, All adults (15+), 12 months to Q1 2017

33 33 RETURN TO CONTENTS 33 Figure 3.7 Ownership of DAB radios % of population UK England Wales Northern Ireland 44% 43% 37% 36% 25% 58% 58% 57% 53% 37% Q Q Q Q Q Source: RAJAR, all adults, 12 months to Q1

34 34 RETURN TO CONTENTS 34 UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural Figure 3.8 Likelihood of purchasing a DAB radio within the next year Figure above bar shows % point change in likely to purchase from H % 18% 13% 10% 21% 17% 20% 19% 20% 21% 21% 17% 18% Don't know 78% 77% 79% 79% 75% 77% 74% 65% 61% 64% 63% 71% 77% Unlikely Likely 8% 6% 8% 10% 4% 5% 6% 16% 19% 15% 16% 13% 6% Source: Ofcom Technology Tracker, Half Base: Adults aged 16+ who listen to radio and do not have a DAB set (n = 1533 UK, 250, 800 England, 214 Wales, 269 Northern Ireland, 134 urban, 116 rural, , , , , , ). Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and Circles around the +/- figures above the chart indicate any significant difference at the 99% confidence level between 2016 and 2017 for, urban and rural. QP12: How likely is it that your household will get a DAB radio in the next 12 months?

35 35 RETURN TO CONTENTS 35 Figure 3.9 Reasons why unlikely to purchase DAB in next year % 69% 40% 40% 34% 30% 26% 26% 8% 11% 6% 10% 20% 18% 13% 5% No need Happy to use existing service Would never listen Can receive through digital TV service Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ who listen to radio and are unlikely to get DAB radio in the next 12 months ( 2014 = 137; 2015 = 148; 2016 = 174, 2017 = 193) Responses shown for spontaneous mentions by 5% or more at a UK level Significance PROMOTING testing: Arrows CHOICE indicate any SECURING significant differences STANDARDS at the 99% PREVENTING confidence level HARM between 2016 and QP14: Why are you unlikely to get digital radio in the next 12 months?

36 36 RETURN TO CONTENTS 36 Figure 3.10 Share of listening hours via digital and analogue platforms Digital listening year on year change (percentage points) % 47% 42% 39% 30% 54% 53% 58% 61% 70% UK England Wales Northern Ireland Total Analogue Total Digital Source: RAJAR, All adults (15+), 12 months ended Q1 2017; within the TSA for each service

37 37 RETURN TO CONTENTS 37 Figure 3.11 Share of listening hours via digital and analogue platforms in : Q Q Share of total listening hours Total Analogue 70% 58% 42% Total Digital 30% Q Q Q Q Q Source: RAJAR, all adults, 12 months to Q1

38 38 RETURN TO CONTENTS 38 Figure 3.12 Local/nations spend and revenue per head of population: 2016 Revenue/ spend per head ( ) BBC local/nations content spend Local commercial radio revenue 2016 Annual change ( ): UK nations average England Wales Northern Ireland Source: Broadcasters. Note: BBC expenditure adjusted for March 2017 prices. Local commercial radio revenue adjusted for 2016 prices.

39 39 RETURN TO CONTENTS Telecoms and networks

40 40 RETURN TO CONTENTS 40 Figure 4.1 Take-up of communications services, 2017 Voice Telephony UK England Wales N Ireland urban rural Landline (H) 82% 81% 82% 80% 84% 80% 86% Mobile phone (P) 94% 90% 95% 94% 94% 90% 93% Smartphone (P) 76% 70% 77% 74% 76% 70% 69% Internet Computer (any type) (H) 84% 75% 85% 81% 80% 74% 80% Tablet computer (H) 58% 56% 58% 61% 62% 57% 53% Total internet (H) 88% 77% 89% 84% 83% 75% 83% Total broadband (H) 83% 73% 84% 79% 79% 72% 78% Fixed broadband (H) 82% 72% 83% 78% 79% 71% 77% Mobile broadband (H) 2% 2% 2% 1% 1% 2% 1% Use internet on mobile (P) 66% 57% 68% 58% 68% 57% 56% Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland, 258 urban, 252 rural) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 and between urban and rural in QC1: Is there a landline phone in your home that can be used to make and receive calls?/ QD2: Do you personally use a mobile phone?/ QD4: Do you personally use a smartphone?/ QE1: Does your household have a PC or laptop computer?/ QE2: Do you or does anyone in your household have access to the Internet/ Worldwide Web at home?/ QE9: Which of these methods does your household use to connect to the Internet at home?/ QD28A: Which if any, of the following activities, other PROMOTING than making and CHOICE receiving voice calls, SECURING do you use your STANDARDS mobile for? PREVENTING HARM (P) Means personal use, (H) relates to household take-up

41 41 RETURN TO CONTENTS 41 UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural Figure 4.2 Overall household broadband take-up, by connection type Figure above bar shows total broadband penetration 83% 1% 80% 73% 1% 71% 84% 1% 79% 79% 0% 1% 0% 1% 82% 77% 79% 72% 78% 0% 1% 2% 1% 1% 68% 70% 76% 73% 79% 73% 3% 3% 4% 4% 4% 3% 2% 1% 8% 70% 77% 56% 63% 70% 76% 67% 71% Mobile broadband only Fixed and mobile broadband Fixed broadband only Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland, 258 urban, 252 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and QE9: Which of these methods does your household use to connect to the internet at home?

42 42 RETURN TO CONTENTS 42 Figure 4.3 Overall household broadband take-up in, by demographic 88% 88% 90% 88% 91% 83% 84% 80% 78% 73% 74% 74% 63% 66% 61% 49% Total ABC1 C2DE Yes No Socio-economic Children in group household UK Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n =510, s, s, , 235 ABC1, 275 C2DE, 158 children in home, 352 no children in home) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 for each measure. QE9: Which PROMOTING of these methods CHOICE does your SECURING household STANDARDS use to connect PREVENTING to the internet HARM at home?

43 43 RETURN TO CONTENTS 43 UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural Figure 4.4 Proportion of adults who have used a mobile phone to access the internet 66% 3% 64% 57% 4% 53% 68% 2% 66% 58% 7% 51% 68% 6% 62% 57% 56% 4% 3% 52% 54% 31% 3% 28% 44% 2% 56% 59% 63% 5% 57% 4% 4% 4% 42% 52% 54% 58% 53% Used less than weekly Used in past week Source: Ofcom Technology Tracker, Half 2016 Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland, 258 urban, 252 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and QD28A: Which, if any, of the following activities, other than making and receiving calls, do you use your mobile for?/ QD28B: And, which of these activities have you used your mobile for in the last week?

44 44 RETURN TO CONTENTS 44 Figure 4.5 4G take-up, by nation Figure above bar shows % point change from H % 58% 58% 56% 49% UK England Wales N Ireland Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in A circle around the +/- figure above the chart indicates any significant difference at the 99% confidence level between 2016 and 2017 for. QD41. Do you have a 4G service? This is a service that enables faster mobile internet access

45 45 RETURN TO CONTENTS 45 UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural Figure 4.6 Type of mobile subscription % 8% 14% 13% 9% 7% 13% Figure above bar shows percentage point change in prepay since H % 5% 6% 6% 9% 8% Contract SIM only 60% 58% 60% 60% 57% 60% 52% 48% 53% 61% 59% 59% 58% Contract with handset 26% 32% 25% 25% 33% 31% 34% 44% 41% 33% 34% 31% 32% Prepay / Pay as you go Source: Ofcom Technology Tracker, Half Base: Adults aged 16+ who personally use a mobile phone (n = 3471 UK, 464, 2099 England, 451 Wales, 457 Northern Ireland, 231 urban, 233 rural, , , , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 PROMOTING and Circles CHOICE around the +/- SECURING figures above STANDARDS the chart indicate any PREVENTING significant difference HARM at the 99% confidence level between 2016 and 2017 for, urban and rural. QD11: Which of these best describes the mobile package you personally use most often?

46 46 RETURN TO CONTENTS 46 Figure 4.7 Mobile network provider used most often Proportion of mobile users (%) 1% 2% 1% 1% 3% 1% 1% 2% 2% Unsure 12% 11% 10% 4% 14% 11% 11% 5% 4% 2% 5% 1% 3% 7% 8% 4% 7% 8% 5% Other 15% 9% 9% 10% 9% 10% 8% 5% Virgin Mobile 16% 16% 12% 21% 22% 22% Tesco 16% 23% 23% 60% 26% 3 25% 24% 28% 20% 29% 11% 39% 20% 22% Vodafone O2 UK England N Ireland Wales Scot urban Scot rural EE Source: Ofcom Technology Tracker, Half Base: Adults aged 16+ who personally use a mobile phone (n = 3471 UK, 464, 2099 England, 451 Wales, 457 Northern Ireland, 231 urban, 233 rural) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 and between urban and rural in QD10: Which PROMOTING mobile network CHOICE do you use SECURING most often? STANDARDS PREVENTING HARM

47 47 RETURN TO CONTENTS 47 UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural Figure 4.8 Cross-ownership of household telephony services Figure above bar shows % point change in mobile only from H % 1% 1% 18% 19% 18% 20% 16% 20% 13% 3% 1% 1% 15% 16% 16% 17% 13% 1% 19% 4% 6% 4% 3% 4% 4% 5% 6% 10% 7% 6% 7% 6% Neither fixed or mobile Mobile only 78% 75% 78% 78% 80% 73% 82% 72% 76% 77% 75% 81% 75% Fixed only Fixed and mobile Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland, 258 urban, 252 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and Circles around the +/- figures above the chart indicate any significant difference at the 99% confidence level between 2016 and 2017 for, urban and rural. QC1: Is there a landline phone in your home that can be used to make and receive calls?/ QD1: How many mobile phones in total do you and members of your household use?

48 48 RETURN TO CONTENTS 48 Figure 4.9 Satisfaction with overall service and speed of fixed broadband connection / %age point change since H % 82% 85% 82% 79% 82% 68% 67% 45% 41% 43% 34% 43% 45% 47% 37% Fairly satisfied 39% 41% 42% 34% 39% 34% 35% 30% Very satisfied UK Scot urban 2017 Satisfaction with overall broadband service Scot rural 2017 UK Scot urban 2017 Satisfaction with broadband speeds Scot rural 2017 Source: Ofcom Technology Tracker, Half Base: Adults aged 16+ with broadband connection at home (n = 2928 UK, 357, 173 urban, 184 rural) Note: Figures above chart columns indicate the proportion of people who were very or fairly satisfied with their speed of service while online Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 and between urban and rural in Circles around the +/- figures above the chart indicate any significant difference at the 99% confidence level between 2016 and 2017 for, urban and rural. QE8A/B: Thinking about your fixed broadband internet service, how satisfied are you with (main supplier) for the overall service/ for the speed of your service while

49 49 RETURN TO CONTENTS 49 UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural Figure 4.10 Satisfaction with reception of mobile service / Figure above bar shows % point change in total satisfied from H % 87% 86% 81% 87% 91% 90% 90% 90% 88% 88% 87% 37% 42% 37% 31% 29% 44% 70% 31% 34% 36% 35% 39% 42% 34% 49% 45% 49% 50% 58% 47% 36% 59% 57% 54% 52% 49% 45% Fairly satisfied Very satisfied Source: Ofcom Technology Tracker, Half Base: Adults aged 16+ who personally use a mobile phone (n = 3471 UK, 464, 2099 England, 451 Wales, 457 Northern Ireland, 231 urban, 233 rural, , , , , , ) Note: Figures above chart columns indicate the proportion of people who were very or fairly satisfied with their mobile reception Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 and between urban and rural in Circles around the +/- figures above the chart indicate any significant difference at the PROMOTING 99% confidence level CHOICE between 2016 SECURING and 2017 for, STANDARDS urban and rural. PREVENTING HARM QD21J: Thinking about your mobile phone service only, how satisfied are you with (main supplier) for reception/ accessing network?

50 50 RETURN TO CONTENTS 50 Figure 4.11 Satisfaction with ability to connect to the internet via 3G or 4G network 91% 87% 88% 88% 84% 81% 35% 41% 35% 36% 26% 43% 71% 30% Fairly satisfied 52% 47% 53% 45% 58% 48% 40% Very satisfied UK England 2017 Wales 2017 N Ireland 2017 Scot urban 2017 Scot rural 2017 Source: Ofcom Technology Tracker, Half Base: Adults aged 16+ who personally use a smartphone (n = 2697 UK, 346, 1657 England, 341 Wales, 353 Northern Ireland, 176 urban, 170 rural) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 and between urban and rural in QD21K: Thinking about your mobile phone service only, how satisfied are you with (main supplier) for ability to connect to the internet using the mobile network (3G or 4G)? Note: Figures PROMOTING above chart columns CHOICE indicate the SECURING proportion STANDARDS of people who were very PREVENTING or fairly satisfied HARM with the ability to connect to the internet using the mobile network

51 51 RETURN TO CONTENTS 51 Figure 4.12 Data service availability for 4G users 96% 97% 96% 95% 96% England Northern Ireland Wales UK average Source: Ofcom Mobile Research App Data 2016 Base sizes: England (1,915) Northern Ireland (110) (290) Wales (242) Please note: The line within each bar shows the 95% confidence interval showing the range of values in which the true average will sit to a 95% level of confidence

52 52 RETURN TO CONTENTS 52 Figure 4.13 Comparison of fixed broadband and mobile take-up in Glasgow: 2017 Mobile and Fixed Web-enabled phone Fixed access 88% 85% 81% 62% 61% 58% Mobile device only 7% All % Source: The British Population Survey, April 2016 to March 2017 Glasgow All Adults aged 15+ (430).

53 53 RETURN TO CONTENTS 53 Figure 4.14 Changes in fixed home internet, by age group: Glasgow Glasgow Glasgow Glasgow Glasgow % 81% 75% 67% 61% 61% 36% 32% 16% Source: The British Population Survey, April 2016 to March 2017 Glasgow All Adults aged 15+ (430)

54 54 RETURN TO CONTENTS 54 Figure 4.15 Changes in take-up, by socio-economic group: Glasgow Glasgow Glasgow Glasgow % 91% 90% 88% 87% Glasgow % 51% 46% 44% 38% AB C1 C2 DE Source: The British Population Survey, April 2016 to March 2017 Glasgow All Adults aged 15+ (430)

55 55 RETURN TO CONTENTS Internet and online content

56 56 RETURN TO CONTENTS 56 Figure 5.1 Internet take-up, : Households (%) Internet Total Broadband Fixed Broadband Use Internet on Mobile 76% 77% 73% 70% 67% 72% 57% 44% Mobile broadband to device other than phone Internet via phone /smartphone only 7% 2% 4% 2% Source: Ofcom Technology Tracker. Data from Quarter , then Half Significance testing: Arrows indicate any significant differences at the 99% confidence level between 2016 and 2017 Base: All adults aged 16+ (n = , , , , , , , 510 PROMOTING 2017) CHOICE SECURING STANDARDS PREVENTING HARM

57 57 RETURN TO CONTENTS 57 Figure 5.2 Take-up of smartphones in Percentage point change in take-up of smartphones from H UK England Wales N Ireland Scot Urban Scot Rural Nation Urbanity Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland, 258 urban, 252 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and Circles around the +/- figures above the chart indicate any significant difference at the 99% confidence level between 2016 and 2017 for, urban and rural. QD24B: Do you PROMOTING personally use a Smartphone? CHOICE A Smartphone SECURING is a phone STANDARDS on which you can easily PREVENTING access s, download HARM files and applications, as well as view websites and generally surf the internet. Popular brands of Smartphone include BlackBerry, iphone and Android phones such as the Samsung Galaxy.

58 58 RETURN TO CONTENTS 58 Figure 5.3 Ownership of tablet computers in Percentage point change in take-up of tablet computers from H UK England Wales N Ireland Scot Urban Scot Rural Nation Urbanity Source: Ofcom Technology Tracker, Half Base: All adults aged 16+ (n = 3743 UK, 510, 2245 England, 495 Wales, 493 Northern Ireland, 258 urban, 252 rural, , , , , , ) Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017, between urban and rural in 2017 and at the 99% confidence level between 2016 and Circles around the +/- figures above the chart indicate any significant difference at the 99% confidence level between 2016 and 2017 for, urban and rural. QE1: Does your household have a PC, laptop, netbook or tablet computer?

59 59 RETURN TO CONTENTS 59 Figure 5.4 Most important device for accessing the internet in 5% 6% 6% 6% 5% 6% 9% 4% 9% 7% 16% 16% 2% 22% 24% 25% 23% 22% Other 11% 7% 14% 37% 5% 6% 6% 8% Tablet 42% 41% 43% 34% 68% Desktop 14% 40% 41% 42% Smartphone 8% Laptop 26% 23% 22% 30% 32% 19% 21% 26% 20% UK Urban Rural ABC1 C2DE Urbanity Age Group Social Group Source: Ofcom Technology Tracker, Half Base: Internet users aged 16+ (n = 3221 UK, 4224, 216 urban, 208 rural, , , , 216 ABC1, 208 C2DE). Significance testing: Arrows indicate any significant differences at the 95% confidence level between and UK in 2017 and between urban and rural in 2017, by age compared to all internet users in in 2017 and between socio-economic groups in in QE40: Which PROMOTING is the most important CHOICE device you SECURING use to connect STANDARDS to the internet, at home PREVENTING or elsewhere? HARM Other responses include: Netbook, E-reader, TV set, Games console, Other portable/handheld device, Smartwatch, Other device, None and don t know.

60 60 RETURN TO CONTENTS 60 Figure 5.5 Claimed time spent on the internet in a typical week Hours per week Total UK Wales England Northern Ireland At home At workplace / place of education Anywhere else Source: Ofcom research, fieldwork carried out by Saville Rossiter-Base in October to November Base: All adults aged 16+ who use go online at home or elsewhere (1553 UK, 999 England, 176, 189 Wales, 189 Northern Ireland). Question: IN5A-C How many hours in a typical week would you say you go online at home/ at your workplace or place of education/ anywhere else? (Unprompted responses, PROMOTING single coded) CHOICE SECURING STANDARDS PREVENTING HARM

61 61 RETURN TO CONTENTS 61 Figure 5.6 Activities conducted online by internet users in Individuals (%) Any General surfing/browsing Sending and receiving Online shopping Using social networking sites Banking Instant messaging Accessing news TV/ Video viewing* Trading/auctions e.g. ebay* Making voice/ video calls through a VoIP service* Finding/dowloading info for work/ college* Watching short video clips Using local council/ Government websites Find health information Playing games online/ interactively* Streamed audio services Accessing files through a cloud service Uploading/ adding content to internet Listening to radio Remote control/monitoring household appliances 10% 11% 11% 8% 6% 5% 7% 1% 2% 3% 42% 48% 47% 36% 29% 29% 15% 17% 20% 21% 11% 11% 7% 9% 12% 22% 20% 20% 20% 17% 16% 14% 26% 22% 17% 12% 73% 66% 95% 16% 19% 18% 41% 39% 37% 33% 32% 31% 32% 13% 61% 10% 57% 52% 48% 47% 8% 81% 13% 79% 74% Used in the past week Use less often 2% 97% 0% 20% 40% 60% 80% 100% Source: Ofcom Technology Tracker, Half Base: Adults aged 16+ who use the internet at home or elsewhere (n= ) Significance testing: Arrows indicate any significant difference at the 99% confidence level in the total incidence of use between 2016 and *Codes marked with an asterisk have not been tested as they are not directly comparable. QE5A: Which, if any, of these do you use the internet for?

62 62 RETURN TO CONTENTS Post

63 63 RETURN TO CONTENTS 63 Figure 6.1 Approximate number of postal items sent in the past month 4.9 UK England Wales N Ireland Invitations/ greetings cards/ postcards Smaller parcels Larger parcels Formal letters Personal letters Payments for bills/ invoices/ statements Items requiring a signature Source: Ofcom Residential Postal Tracker 2016 Base: All adults (n = 6419 UK, 4053 England, 857, 770 Wales, 739 Northern Ireland) QD1: Approximately how many of the following have you sent in the last month (including international post and Freepost)

64 64 RETURN TO CONTENTS 64 Figure 6.2 Approximate amount spent on postage in the previous month 22% UK 18% 12% 12% 14% 13% 12% 11% 13% 13% 13% 12% 6% 6% 6% 5% 3% 2% 2% 2% 1% 2% up to to to to to to to to to Over 50 DK Source: Ofcom Residential Postal Tracker 2016 Base: All adults (n = 6419 UK, 857 ) QD4: And in total, how much would you say you ve spent on postage in the last month, including all letters, cards and parcels? Note: Chart PROMOTING does not include CHOICE the 6% SECURING of respondents STANDARDS who answered PREVENTING that they didn t HARM know or would prefer not to say

65 65 RETURN TO CONTENTS 65 Figure 6.3 Approximate number of items of post received in the past week UK England Wales N Ireland Invitations/ greetings cards/ postcards Smaller parcels Larger parcels Formal letters Personal letters Bills/ invoices/ statements Items requiring a signature Source: Ofcom Residential Postal Tracker 2016 Base: All adults (n = 6419 UK, 4053 England, 857, 770 Wales, 739 Northern Ireland) QE1: Approximately how many of the following have you personally received in the last week?

66 66 RETURN TO CONTENTS 66 Figure 6.4 Communication types used more instead of post, compared to two years ago Source: Ofcom Residential Postal Tracker 2016 Base: All adults (n = 6419 UK, 4053 England, 857, 770 Wales, 739 Northern Ireland) QD13: Which, if any, of these types of communication are you now using more instead of post, compared to two years ago?

67 67 RETURN TO CONTENTS 67 Figure 6.5 Satisfaction with specific aspects of Royal Mail s service Product and service innovation 52% 53% Easy access to information 48% 46% Accessibility of services 70% 70% Cost of postage 55% 57% 70% Availability of Post Office branches 70% UK Availability of post boxes 76% 77% Speed of delivery 81% 80% Items being delivered intact/ undamaged 83% 82% Items you send reaching their destination 86% 84% Quality of postal delivery to your home 83% 81% Source: Ofcom Residential Postal Tracker 2016 Base: All adults (n = 6419 UK, 857 ) QG3_1: How satisfied are you with the following aspects of Royal Mail s service?

68 68 RETURN TO CONTENTS 68 Figure 6.6 Problems experienced with Royal Mail in the past 12 months UK England Wales N Ireland 47% 41% 41% 42% 12% 12% 13% 12% 8% 14% 14% 15% 15% 12% 21% 22% 22% 19% 15% 29% 7% 7% 7% 7% 5% 27% 24% 25% 21% 16% Lost mail Damaged mail Delayed mail Mis-delivered mail Mail that has been tampered with Card left from Royal Mail when someone in to take delivery Source: Ofcom Residential Postal Tracker 2016 Base: All adults (n = 6419 UK, 4053 England, 857, 770 Wales, 739 Northern Ireland) QH1: In the last 12 months, have you experienced problems with Royal Mail s service in terms of

69 69 RETURN TO CONTENTS 69 Figure 6.7 Average volume of letters sent in each mailing % 1% 2% 1% 2% 2% 2% 2% 5% 5% 5% 8% 3% 7% 9% 91% 92% 87% 91% 79% UK England Wales N Ireland Source: Ofcom Business Postal Tracker 2016 Base : All who send letters (n = 1821 UK, 1138 England, 214, 241 Wales, 228 N Ireland) QV2a. On average, how many letter items does your organisation send per mailing? Please think ONLY about all the letters and large letters you may send as an organisation.

70 70 RETURN TO CONTENTS 70 65% 66% 52% 64% 52% 55% 54% 64% 59% 59% 39% 39% 32% 33% 39% 25% 25% 26% 20% 32% 10% 10% 12% 9% 17% 9% 8% 14% 7% 18% Figure 6.8 Royal Mail services used to send standard post each month UK England Wales N Ireland Standard stamped mail 1st Class Standard stamped mail 2nd Class 1st Class large letter stamps 2nd Class large letter stamps Franked/ Metered Mail 1st Class Franked/ Metered Mail 2nd Class Source: Ofcom Business Postal Tracker 2016 Base : All respondents who use Royal Mail to send letters or large letters (n = 1781 UK, 1117 England, 211, 234 Wales, 219 N Ireland) QV6d. Which, if any, of the following Royal Mail services does your organisation use to send your letter and large letter?

71 71 RETURN TO CONTENTS 71 Figure 6.9 Switched some mail to other communication methods over last twelve months Yes No 41% 41% 46% 42% 34% 59% 59% 54% 58% 66% UK England Wales N Ireland Source: Ofcom Business Postal Tracker 2016 Base: All respondents (n = 2001 UK, 1259 England, 234, 264 Wales, 244 N Ireland) QF4. Over the last 12 months, has your organisation moved some mail to other communication methods?

72 72 RETURN TO CONTENTS 72 50% 50% 44% 46% 50% 38% 39% 38% 37% 38% 23% 24% 25% 19% 21% 14% 14% 11% 16% 9% 6% 6% 11% 7% 6% 5% 5% 1% 1% 1% Figure 6.10 Main reasons for switching some mail to other communications methods over past 12 months UK England Wales N Ireland Quicker Cost saving Customer preference Convenience Reduce admin time Proof of delivery Source: Ofcom Business Postal Tracker 2016 Base: All who have moved to other communication methods (n = 1207 UK, 751 England, 135, 157 Wales, 164 N Ireland) QF6: Why have you moved some mail to other communication methods? OPEN ENDED Top 6 reasons shown