2014 AARP Connecticut Telecommunications Survey

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Alexia O’Neal’
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1 2014 AARP Connecticut Telecommunications Survey Residents Age 50+ Support Oversights and Protections for All Telecommunication Customers Nearly all Connecticut residents age 50 and older (96%) surveyed say they still maintain landline telephone services in their homes. Even though most (84%) also have a cellular or mobile phone, relatively few residents age 50 and older (5%) expect to disconnect their landlines and use only a cellular phone in the near future. These residents give a variety of reasons 1 for not giving up their landlines, most of which are centered on dependability of landline services, such as in emergencies and power outages. However, many also note reliance on landlines for things such as medical alert systems and home alarms. Consumer protection requirements, like clear customer billing requirements and service quality standards, currently differ among phone service providers. Given the heavy reliance on landline service, it is not surprising that the majority of respondents agree that consumer protections should apply to all landline telephone services, regardless of the technology used to provide the service. Whether Consumer Protections Should Apply to All Landline Services Regardless of Technology (n=800) Agree 87% Neither agree/disagree 5% Disagree 8% Respondents are also more likely to agree that Connecticut s Public Utility Regulatory Authority (PURA) should play a central role in determining how the state s telecommunications market transitions away from traditional, copper-wire networks to new technologies, such as Internetbased services. Whether PURA Should Play Central Role in Transition to New Telecommunications Technology (n=800) Agree 50% Neither agree/disagree 19% Disagree 31% 1 See responses to Question 5 in attached survey instrument AARP Connecticut Telecommunications Survey Page 1

2 Connecticut s Public Utility Regulatory Authority (PURA) currently has the authority to enforce consumer protections for landline phone service, and the majority of Connecticut residents age 50 and older believe PURA should continue to oversee the areas of protection it now does, such as emergency preparedness and public safety, even as the telecommunications marketplace continues to advance its technology. Percentage of 50+ Who Believe PURA Should Continue to Oversee Each Area of Consumer Protection (n=800) Emergency preparedness/public safety, including 911 service 94% Ensuring all households have access to reliable phone service Obliging phone companies to provide service to all customers in their service areas Service reliability during normal and extreme weather conditions 88% 87% 87% Ensuring access to affordable basic phone service Resolution of billing, service termination and other consumer disputes with providers Keeping the low-income assistance program 79% 77% 80% Moritoring levels of competition in the wireless market 64% Transition from the traditional network to new technology platforms Sale or transfer of ownership of the traditional phone network to another service provider 57% 57% 0% 20% 40% 60% 80% 100% Given the heavy reliance on landline services among the 50+ population and their strong support for consumer protections and PURA oversight of the telecommunications marketplace, Connecticut lawmakers should continue to ensure consumers are well-represented as the state continues to transition from traditional copper-wire networks to new technologies. As part of their efforts to ensure affordable and reliable telecommunication services are available for all Connecticut residents, AARP commissioned a telephone survey of 800 Connecticut residents age 50 and older to learn about their opinions on consumer protections for telecommunications customers in the state. This report highlights results from residents who were interviewed between March 11 and March 16, The data presented here have been weighted to reflect the Connecticut population age 50 and older. The survey has a margin of error of ±3.5% AARP Connecticut Telecommunications Survey Page 2

3 2014 AARP Telecommunications Survey of Connecticut Residents Age 50+ (N=800, sampling error = ±3.5%) INTRODUCTION/SCREENER Hello, this is calling from Precision Opinion, a national opinion research firm. We are not telemarketers and are not trying to sell you anything. We are interested in your opinions on your utilities. Your views are important and we would greatly appreciate your participation. All your responses will be kept entirely confidential. S1. Our study is interested in the opinions of certain age groups. Could you please tell me your age as of your last birthday? [IN YEARS] [RECORD ACTUAL AGE AND USE THE AGE GROUPS BELOW TO KEEP TRACK OF HOW MANY RESPONDENTS ARE IN EACH GROUP. - Under 50 [ASK TO SPEAK TO SOMEONE 50 OR OLDER AND REPEAT INTRO AND THEN ASK S1. IF NO ONE 50 OR OLDER, TERMINATE] 59.2% % 65 or older [DO NOT READ] Refused [GO TO S1B] S2. RECORD RESPONDENT S GENDER. ASK ONLY IF ABSOLUTELY NECESSARY: To ensure it is recorded accurately, could you please state your gender? 45.9% Male 54.1% Female S3. And just to confirm, are you a resident of Connecticut? 100.0% Yes - No [TERMINATE] First, I d like to ask you some questions about telephone services in Connecticut. 1. Landline telephone service refers to service received through a telephone line physically connected to your home that enables you to make and receive calls. Do you currently have landline telephone service at home? [INTERVIEWER IF ASKED, INFORM THAT LANDLINE DOES NOT INCLUDE MODEM LINES, FAX LINE, HOME SECURITY, BEEPERS, SKYPE, PAGERS, ETC) 95.6% Yes 3.9% No [SKIP TO QUESTION Q3] 0.5% Not sure [DO NOT READ] [SKIP TO QUESTION Q3] - Refused [DO NOT READ] [SKIP TO QUESTION Q3] 2014 AARP Connecticut Telecommunications Survey Page 3

4 2. Do you have traditional copper-wire landline service or internet telephone service, also known as Voice over Internet Protocol or VoIP service, which uses the internet to connect calls using regular telephone? [INTERVIEWER IF RESPONDENT USES BOTH, ASK WHICH THEY USE MOST OFTEN] 765 BASE 55.7% Traditional copper-wire landline service [SKIP TO Q3] 31.6% Internet telephone service [GO TO Q2a.] 12.4% Not sure [DO NOT READ] 0.3% Refused [DO NOT READ] 2a. IF Q2=b: Is your internet telephone service provided by a telephone company or a cable television company? 242 BASE 25.1% Telephone company 72.4% Cable television company 1.2% Some other way [DO NOT READ] 1.4% Not sure [DO NOT READ] - Refused [DO NOT READ] 3. As you may know, cellular or wireless phones, also known as a cell or mobile phones, are portable telephones that can be used away from your house or just about anywhere. These are not cordless phones that only work within a limited distance of a base unit plugged into a phone jack. Cellular service is received through a connection from a wireless telephone to a nearby radio transmitter receiver or tower enabling you to make local and long distance calls. Do you personally have a cellular or wireless telephone that you use to make or receive calls? [IF RESPONDENT REPORTS THEY HAVE A CELL PHONE THAT CAN ONLY BE USED TO PLACE 911 CALLS, RECORD A NO RESPONSE.] 83.1% Yes 16.8% No [SKIP TO Q4] 0.1% [DO NOT READ] Not sure - [DO NOT READ] Refused 3a. [ASK ONLY IF Q1 = NO, NOT SURE, REFUSED] Did you disconnect your landline services from your home altogether so that the only phone service in your household is cellular phone service? 27 BASE 41.3% Yes [GO TO Q6] 58.7% No - [DO NOT READ] Not sure - [DO NOT READ] Refused 2014 AARP Connecticut Telecommunications Survey Page 4

5 4. Looking ahead over the next 12 months, how likely are you to disconnect your landline service and use ONLY a cellular or wireless phone for all your telephone needs? Are you extremely likely, very likely, somewhat likely, not too likely, or not at all likely to switch? 789 BASE 2.3% Extremely likely [SKIP TO Q6] 2.9% Very likely [SKIP TO Q6] 8.7% Somewhat likely 17.7% Not too likely 66.8% Not at all likely 1.6% [DO NOT READ] Not sure - [DO NOT READ] Refused 5. And why do you think you ll keep your landline phone and NOT use a cell phone only for all your phone calls? [INTERVIEWER: DO NOT READ LIST USE FOR CODING MULTIPLE RESPONSES ALLOWED] 748 BASE 33.7% Dependability of landline services in an emergency/power outage/dead cell phone battery 12.0% Lack of cell phone coverage in areas you need it 9.1% Cost factors (cell phones and/or services are too expensive, home phone cheaper) 4.8% Sound quality issues (can t hear as well, phone for hearing-impaired) 6.0% Lacking experience/confidence with cellphone technology 12.4% No desire to have only cellphone 2.9% Don t want too many phone numbers/different number 5.2% Need landline for work/faxing 1.7% Required for other services (security alarm; emergency response system) 2.7% Bundled services 0.9% Need for alarm or medical alert 0.9% Relationship with carrier (retired; stockholder) 22.6% Other: (specify) 3.0% [DO NOT READ] Not sure 0.1% [DO NOT READ] Refused 6. The nation s telecommunications market place is in the midst of a transition away from traditional, copperwire networks to new technologies, namely use of the Internet to provide Voice over Internet Protocol or VoIP--service. How strongly do you agree or disagree that Connecticut s Public Utility Regulatory Authority (PURA) should play a central role in determining how our state telecommunications market transitions to new technology platforms. Do you strongly agree, somewhat agree, somewhat disagree, or strongly disagree? 18.7% Strongly agree 31.3% Somewhat agree 11.0% Somewhat disagree 19.9% Strongly disagree 8.1% [DO NOT READ] Neither agree nor disagree 10.7% [DO NOT READ] Not sure 0.3% [DO NOT READ] Refused 2014 AARP Connecticut Telecommunications Survey Page 5

6 7. Consumer protection requirements, like clear customer billing requirements and service quality standards, currently differ among landline phone service providers. How strongly do you agree or disagree that the same consumer protections should apply to all telephone services regardless of the technology used to provide the service. Do you strongly agree, somewhat agree, somewhat disagree, or strongly disagree. 62.7% Strongly agree 23.8% Somewhat agree 3.8% Somewhat disagree 4.5% Strongly disagree 2.6% [DO NOT READ] Neither agree nor disagree 2.3% [DO NOT READ] Not sure 0.3% [DO NOT READ] Refused 8. Connecticut s Public Utility Regulatory Authority (PURA) has the authority to enforce consumer protections for landline phone service. I m going to read you a number of consumer protections. For each one please tell me whether you believe the PURA should continue to oversee the area of protection regardless of the technology used to provide telephone service? Do you believe PURA should continue to oversee [INSERT ITEM A-K FROM LIST BELOW AND RANDOMIZE ORDER OF ITEMS] a. Network and service reliability during normal and extreme weather conditions 87.0% Yes 9.9% No 2.7% [DO NOT READ] Not sure 0.4% [DO NOT READ] Refused b. Emergency preparedness and public safety, including access to 911 service 93.9% Yes 3.8% No 2.3% [DO NOT READ] Not sure - [DO NOT READ] Refused c. Universal service requirements to ensure that all households in Connecticut have access to reliable phone service 87.8% Yes 10.0% No 2.3% [DO NOT READ] Not sure - [DO NOT READ] Refused 2014 AARP Connecticut Telecommunications Survey Page 6

7 d. The obligation for the phone company to provide service to all customers in their service area. 87.2% Yes 9.4% No 3.0% [DO NOT READ] Not sure 0.5% [DO NOT READ] Refused e. Service affordability requirements to ensure access to affordable basic phone service, including when basic service is purchased in conjunction with optional services, such as Call Waiting or Caller ID 79.6% Yes 14.1% No 5.8% [DO NOT READ] Not sure 0.5% [DO NOT READ] Refused f. The sale or transfer of ownership of the traditional phone network to an affiliate or alternate service provider 56.8% Yes 30.4% No 11.9% [DO NOT READ] Not sure 0.9% [DO NOT READ] Refused g. The transition away from the traditional telephone network to new technology platforms 57.1% Yes 31.9% No 9.9% [DO NOT READ] Not sure 1.1% [DO NOT READ] Refused h. Resolution of billing, service termination, and other consumer disputes with their telephone service provider 78.8% Yes 13.4% No 7.6% [DO NOT READ] Not sure 0.3% [DO NOT READ] Refused i. Monitoring of sales and marketing practices to detect and deter misleading practices 81.8% Yes 12.5% No 5.3% [DO NOT READ] Not sure 0.4% [DO NOT READ] Refused 2014 AARP Connecticut Telecommunications Survey Page 7

8 Demographics j. Keeping the low income telephone assistance programs 77.0% Yes 16.4% No 6.1% [DO NOT READ] Not sure 0.5% [DO NOT READ] Refused k. Monitoring the level of competition in the wireless or cellular phone market 63.9% Yes 28.3% No 7.3% [DO NOT READ] Not sure 0.6% [DO NOT READ] Refused The last few questions are for classification purposes only and will be kept entirely confidential. D1. What is your current marital status? Are you [INSERT AND READ EACH]? 56.1% Married 4.2% Not married, living with your partner or significant other 0.6% Separated 11.4% Divorced 14.0% Widowed 11.3% Or are you currently single and never married 0.1% [DO NOT READ] Not sure 2.4% [DO NOT READ] Refused D2. [IF D1 = 1 ASK: Are you or your spouse currently a member of A-A-R-P? IF D1 = 2 ASK: Are you or your partner currently a member of AARP? OTHERWISE ASK Are you currently a member of AARP? ] 50.2% Yes 47.4% No 1.6% [DO NOT READ] Not sure 0.8% [DO NOT READ] Refused 2014 AARP Connecticut Telecommunications Survey Page 8

9 D3. What is the highest level of education that you completed? Was it [INSERT AND READ EACH] 4.7% 0 to 12 th grade, but with no diploma 21.5% High school graduate or equivalent 11.4% Post high school education, but with no degree 10.6% 2 year degree 18.3% 4 year degree 9.0% Post graduate study, but with no degree 23.3% Graduate or professional degree 0.3% [DO NOT READ] Not sure 0.9% [DO NOT READ] Refused D4. Which of the following best describes your current employment status? Are you [INSERT AND READ EACH] 7.2% Self-employed full-time 3.5% Self-employed part-time 32.1% Employed full-time 6.6% Employed part-time 38.2% Retired and not working at all 3.5% Unemployed and looking for work 7.8% Or are you not in the labor force for other reasons 0.5% [DO NOT READ] Not sure 0.6% [DO NOT READ] Refused D5. Do you own or rent your primary residence? 80.5% Own 18.1% Rent 0.5% [DO NOT READ] Not sure 0.9% [DO NOT READ] Refused D6. What type of home is your primary residence? Is it a [INSERT AND READ]? 74.8% Single family home 5.9% Town home or duplex 8.9% Apartment 6.5% Condominium or coop 2.4% [DO NOT READ]Something else 0.4% [DO NOT READ] Not sure 1.0% [DO NOT READ] Refused 2014 AARP Connecticut Telecommunications Survey Page 9

10 D7. Thinking about your state elections for Connecticut Governor and Legislators in the last 10 years, which of the following best describes your voting behavior? Would you say you vote always, most of the time, about half of the time, seldom, or would you say you never vote? 62.1% Always 22.1% Most of the time 6.2% About half of the time 4.3% Seldom 4.7% Never 0.3% [DO NOT READ] Not sure 0.3% [DO NOT READ] Refused D8. Do you consider yourself to be a..[read AND RANDOMIZE]..or something else? 29.4% Democrat 19.8% Republican 38.5% Independent 5.2% Other [DO NOT READ] 2.6% None of above [DO NOT READ] 1.0% Don t know [DO NOT READ] 3.5% Refused [DO NOT READ] D9. How would you characterize your political views? Would you say you are [INSERT, READ, AND RANDOMIZE ITEMS A, B, and C.]? 31.9% Conservative 40.8% Moderate 19.9% Liberal 2.2% None of these [DO NOT READ] 3.5% [DO NOT READ] Not sure 1.8% [DO NOT READ] Refused 2014 AARP Connecticut Telecommunications Survey Page 10

11 D10.We realize income is a private matter and so rather than ask you anything specific about your income, I d like to ask you to please stop me when I get to the category that includes your household s income before taxes in Was it [INSERT AND READ EACH]? 3.6% Less than $10, % $10,000 to less than $15, % $15,000 to less than $20, % $20,000 to less than $25, % $25,000 to less than $30, % $30,000 to less than $40, % $40,000 to less than $50, % $50,000 to less than $75, % $75,000 to less than $100, % $100,000 to less than $150, % $150,000 or more 4.3% [DO NOT READ] Not sure 14.7% [DO NOT READ] Refused D11. What is your 5-digit zip code? 2014 AARP Connecticut Telecommunications Survey Page 11

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million, that helps people turn their goals and dreams into real possibilities, strengthens communities and fights for

12 AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million, that helps people turn their goals and dreams into real possibilities, strengthens communities and fights for the issues that matter most to families such as healthcare, employment and income security, retirement planning, affordable utilities and protection from financial abuse. We advocate for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name as well as help our members obtain discounts on a wide range of products, travel, and services. A trusted source for lifestyle tips, news and educational information, AARP produces AARP The Magazine, the world's largest circulation magazine; AARP Bulletin; AARP TV & Radio; AARP Books; and AARP en Español, a Spanish-language website addressing the interests and needs of Hispanics. AARP does not endorse candidates for public office or make contributions to political campaigns or candidates. The AARP Foundation is an affiliated charity that provides security, protection, and empowerment to older persons in need with support from thousands of volunteers, donors, and sponsors. AARP has staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands. Learn more at State Research brings the right knowledge at the right time to our state and national partners in support of their efforts to improve the lives of people age 50+. State Research consultants provide strategic insights and actionable research to attain measurable state and national outcomes. The views expressed herein are for information, debate, and discussion, and do not necessarily represent official policies of AARP. AARP Research Center For more information about this survey, please contact Kate Bridges at or kbridges@aarp.org

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