Flash Eurobarometer 468. Report. The end of roaming charges one year later

Transcription

1 The end of roaming charges one year later Survey requested by the European Commission, Directorate-General for Communications Networks, Content & Technology and co-ordinated by the Directorate-General for Communication This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors. Fieldwork Publication June 2018 TNS Political & Social

2 The end of roaming charges one year later Survey conducted by TNS Political & Social at the request of the European Commission, Directorate-General for Communications Networks, Content & Technology Survey co-ordinated by the European Commission, Directorate-General for Communication (DG COMM "Media monitoring, media analysis and Eurobarometer" Unit)

3 Project number Project title - The end of roaming charges one year later Linguistic version EN Catalogue number KK EN-N ISBN doi: /1342 European Union,

4 TABLE OF CONTENTS INTRODUCTION 2 KEY FINDINGS 4 I. TRAVELLING IN THE EU IN THE LAST 12 MONTHS 5 II. AWARENESS OF THE END OF ROAMING CHARGES 10 1 General Awareness 10 III. PERCEIVED BENEFITS OF THE END OF ROAMING CHARGES 17 IV. USE OF MOBILE PHONES IN OTHER EU COUNTRIES 23 1 Limiting use of mobile phones in other EU countries 23 2 Frequency of use of mobile phones services in other EU countries 29 V. PERCEIVED COSTS OF ROAMING AMONG THOSE WHO HAVE NOT TRAVELLED IN THE LAST 12 MONTHS IN THE EU 40 ANNEXES Technical specifications Questionnaire Tables of results 1

5 INTRODUCTION The impact of data roaming charges on EU citizens was the subject of discussion and debate in the EU for many years. Ending roaming charges was a key foundation of the EU s Digital Single Market, and an important step in building an accessible, sustainable digital society for all citizens. After many years of work, on June 15, 2017 the EU achieved this objective: mobile roaming charges for calling, sending text messages and mobile Internet no longer apply when citizens use their mobile phone in another EU country. Citizens are now able to make use of these mobile services for the same price that they would pay if they were at home. In 2017 a survey was commissioned by the European Commission to measure awareness about the abolition of roaming charges, and the impact this has had on citizens mobile use when travelling 1. This current survey follows on from the one in 2017, to assess the impact this change has had one year later. It covers the following: Travel within the EU in the last 12 months; Awareness of the end of roaming charges; Perceived benefits of the end of roaming charges; Perceived costs of roaming amongst non-travellers; The use of mobile phone services in other EU countries, including steps taken to restrict use. Comparisons will be made with the results of the previous survey. We wish to thank the people throughout the European Union who have given their time to take part in this survey. Without their active participation, this study would not have been possible

6 Note: In this report, countries are referred to by their official abbreviation. The abbreviations used in this report correspond to: Belgium BE Latvia LV Bulgaria BG Luxembourg LU Czech Republic CZ Hungary HU Denmark DK Malta MT Germany DE The Netherlands NL Estonia EE Austria AT Greece EL Poland PL Spain ES Portugal PT France FR Romania RO Croatia HR Slovenia SI Ireland IE Slovakia SK Italy IT Finland FI Republic of Cyprus CY * Sweden SE Lithuania LT United Kingdom UK *Cyprus as a whole is one of the 28 European Union Member States. However, the acquis communautaire has been suspended in the part of the country which is not controlled by the government of the Republic of Cyprus. For practical reasons, only the interviews carried out in the part of the country controlled by the government of the Republic of Cyprus are included in the CY category and in the EU28 average. 3

7 KEY FINDINGS More than six in ten respondents are aware that roaming charges ended on 15 June 2017, but awareness has declined compared to 2017 A majority of respondents (62%) are aware that roaming charges ended on June , with the majority in each Member State aware of this except in Romania. Awareness has, however, declined by nine percentage points compared to 2017 (62% compared to 71% in 2017). Respondents in each country except Luxembourg are now less likely to be aware than they were in 2017 that roaming charges have ceased, with the largest declines seen amongst those in Romania (-15 pp), Denmark (-14 pp), and Croatia, Lithuania and Italy (all -12 pp). More than eight in ten respondents who travelled in the EU in the last 12 months (81%) are aware of the end of roaming charges. A large majority (69%) think they or someone they know benefits or will benefit from the end of mobile roaming charges in the EU: 48% say they benefit or will benefit personally, while 59% think friends or family do or will benefit. This is a relatively small decline compared to 2017 (-3 pp). The majority of respondents in each Member State thinks they, or their family or friends, benefit or will benefit from the end of mobile roaming charges in the EU. Respondents are now more likely to use their phones abroad like at home compared to 2017, although the majority still use it less or not at all Mobile Internet on mobile phone: an increase of eight percentage points of respondents who used them as often as in their country (34% vs. 26%), this represents an increase of three points compared with respondents who travelled after June 15 in 2017 (31%). Text messages on mobile phone: an increase of seven percentage points of respondents who used them as often as in their country (33% vs. 26%), this represents an increase of three points compared with respondents who travelled after June 15 in 2017 (30%). Voice calls on mobile phone: an increase of six percentage points of respondents who used them as often as in their country (26% vs. 20%), this represents an increase of two points compared with respondents who travelled after June 15 in 2017 (24%). Although a majority of respondents still restrict their use of various mobile services when travelling in another EU country, respondents are now less likely to do so than in 2017 Overall, 53% of travellers restricted their mobile use in some way the last time they were in another EU country. The most common actions were switching off data roaming on their phone (27%), activating a special data roaming plan offered by their network operator (20%) or switching off their mobile phone and not using it at all (12%). Compared to 2017, travellers are now less likely to say they restricted their mobile phone use in some way while travelling in another EU country (-9 pp), and in particular they are less likely to have switched off data roaming (-6 pp). There has also been a significant decrease in restrictive use compared to respondents who travelled after June 15 in 2017 (-7 pp). 4

8 I. TRAVELLING IN THE EU IN THE LAST 12 MONTHS The first part of the survey considers the EU travel habits of respondents in the last 12 months. This was necessary to understand the impact of the end of roaming charges within the EU on mobile use as well as on public opinion. These results will be used in subsequent sections of the report to help gauge the impact of this reform. Almost half have travelled to another EU country in the last 12 months Respondents were asked about their travel within the EU in the last 12 months 2. Almost half (46%) have travelled to another EU country during this period: 18% have travelled once, 18% have done so two to three times, 5% have travelled four to five times, and 5% six times or more. A slight majority (53%) have not travelled to another EU country in the last 12 months. The proportion of travellers has generally decreased since the last survey in 2017, and in particular the proportion of who have travelled 6 times or more (-5 percentage points). The proportion who have not travelled to another EU country in the last 12 months has increased by seven points. Base1: All Respondents (N= 26,542) Base 2: All Respondents (N=26,574) 2 QD9 In the last twelve months, how often have you travelled to another European Union country?. 5

9 Travelling habits vary considerably across countries. At least three quarters of respondents in Luxembourg (85%), Austria (78%) and Slovenia (75%) have travelled to another EU country at least once in the last 12 months, compared to 26% of respondents in Greece, 28% in Portugal and 30% in Spain. One third of respondents in Luxembourg (33%), one quarter of those in Slovenia (25%) and 16% in Slovakia and Austria have travelled to another EU country six times or more in the last 12 months. This compares to just 2% in Italy and Greece. Those in Luxembourg and Austria (both 14%) and Slovenia (13%) are also the most likely to have travelled four or five times. In all but one country at least one in ten respondents have travelled to another EU country two to three times in the last 12 months, with those in Ireland (30%), Austria (29%), and Sweden, Denmark and the Netherlands (all 28%) the most likely to have done this. More than one in ten in each country have travelled once in the last 12 months, with the highest proportions observed in Cyprus (25%), and Malta and Sweden (both 24%). In 13 countries, at least half of all respondents say they have not travelled to another EU country in the last 12 months, with those in Greece (74%), Portugal (72%) and Spain (70%) the most likely to say this. Base: All Respondents (N= 26,542) 6

10 In all but four countries, respondents are now less likely to have travelled to another EU country in the past 12 months than they were at the previous survey in 2017, with the largest decreases observed amongst respondents in France (-14 pp), Portugal, the United Kingdom and Belgium (all -11 pp) and Hungary (-10 pp). There have been slight increases in the portion of travellers in Slovakia (+5 pp) and Malta (+2 pp), and no change in Finland and Cyprus. Other changes of note include: Respondents in Sweden are now more likely to have travelled once (+7 pp). Respondents in Austria (-12 pp) and Ireland, Luxembourg and Belgium (all -9 pp) are less likely to have travelled six times or more. Those in Ireland and Luxembourg are less likely to have travelled six times or more and are more likely to have travelled once. D9 In the last twelve months, how often have you travelled to another European Union country? (%) Once - Aug Two to three times - Aug Four to five times - Aug Six times or more - Aug Not during that period - Aug Don't know Total 'Yes' - Aug EU SK MT FI = 41 = 0 59 = CY = 0 55 = SE = HR BG = AT SI EE = RO = EL LT = NL IE CZ LV = PL ES = LU DK = IT DE HU 15 = BE UK PT FR Base: All Respondents (N= 26,542) 7

11 The socio-demographic analysis highlights travellers are more likely to be male, younger, better educated and either employees or self-employed. In detail: Half of all men (50%) have travelled to another EU country in the last 12 months, compared to 43% of women. The younger the respondent, the more likely they are to have travelled: 63% of those aged have done so, compared to 34% of those aged 55+. The longer a respondent remained in education, the more likely they are to have travelled: 57% of those who completed their education aged 20+ have travelled, compared to 20% of those who finished aged 15 or younger. The self-employed (61%) and employees (58%) are more likely to have travelled than manual workers (43%) or those who are not working (34%). The respondents living in large towns are more likely to have travelled. In addition, respondents who were aware of the end of roaming are much more likely to have travelled to another EU country in the last 12 months than those who were not aware (60% vs 24%). 8

12 Base: All Respondents (N= 26,542) 9

13 II. AWARENESS OF THE END OF ROAMING CHARGES This section of the report reviews the general level of awareness amongst respondents that roaming charges within the EU ended on 15 June General Awareness Awareness of the end of roaming charges has declined since 2017 The majority of respondents (62%) are aware that since 15 June roaming charges have been abolished and they can use their mobile phone while travelling in Europe for the same price as they would if they were at home 3. More than one third (37%) say they were not aware of this. Compared to 2017, respondents are now less likely to be aware that roaming charges have ceased within the EU (-9 pp). Base1: All Respondents (N= 26,542) Base2: All Respondents (N= 26,574) 3 Q3 Are you aware that since 15 June 2017 European Union residents can use their mobile phone while travelling in the European Union and pay the same as they would at home? 10

14 At least half of the respondents in all but one Member State are aware that roaming charges in the EU were abolished on 15 June 2017, with proportions ranging from 87% in Luxembourg, 81% in Austria and 80% in Slovenia to 50% in Greece and 52% in France and the United Kingdom. The exception is Romania (48%). As was the case in the previous survey, respondents in countries with higher proportions of travellers are generally more likely to be aware that roaming charges within the EU have ended. For example, Luxembourg, Slovenia, and Austria have the highest proportions of EU travellers in the last 12 months, and also the highest levels of awareness that roaming charges have ceased. Greece, on the other hand, has the lowest proportion of travellers, and the second lowest level of awareness. Base: All Respondents (N= 26,542) 11

15 Echoing the overall results, respondents in each country with the exception of Luxembourg are now less likely to be aware that roaming charges have ceased than they were in 2017, with the largest declines seen amongst those in Romania (-15 pp), Denmark (-14 pp), and Croatia, Lithuania and Italy (all -12 pp). Q3 Are you aware that since 15 June 2017 European Union residents can usetheir mobile phone while travelling in the European Union and pay the same as they would at home? (%) Yes - Aug No - Aug Refusal EU LU 87 = CY FI EL AT MT SE HU SI EE BE SK IE FR NL PL ES PT CZ DE LV BG UK HR LT IT DK RO Base: All Respondents (N= 26,542) 12

16 To provide greater insight for the results in 2017, additional analyses were conducted comparing the current results to those from 2017 who had travelled before or after the abolition of roaming charges in June 15. The chart below shows that the awareness of travellers in the current survey is similar to that of travellers prior to the end of roaming (+2 pp), but is lower than that of those in 2017 who travelled after the end of roaming (-5 pp). Q3R Are you aware that since 15 June 2017 European Union residents can use their mobile phone while travelling in the European Union and pay the same as they would at home? (% - EU) Travelled in another EU country ( - ) Travelled in another EU country after 15 june 2017 (FL454 - Aug. 2017) Travelled in another EU country before 15 june 2017 (FL454 - Aug. 2017) 81 YES NO Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months since 15 June 2017 (N= 9,198) Base 3: Respondents with mobile phone who travelled in another EU country in the last 12 months only before 15 June 2017 (N= 4,667) 13

17 At country level, comparing awareness amongst travellers in the current survey with respondents from 2017 who travelled either before or after 15 June 2017 shows mixed results. In most countries, awareness increased for travellers after June , but has dropped again for travellers in In countries like Estonia and Ireland, awareness is back to the same level as it was for travellers prior to June However, in some countries awareness is even lower than it was amongst travellers in For instance, in Romania awareness is now at 57%, compared to 70% of those in 2017 who travelled prior to June 15. A similar pattern is seen in Denmark. In countries like the United Kingdom and Poland, on the other hand, awareness has declined, but remains higher than that of respondents in the previous survey who travelled prior to Jun In Germany awareness has steadily declined, while in Italy and Greece, comparing these three groups of travellers shows little change in awareness. Q3 Are you aware that since 15 June 2017 European Union residents can use their mobile phone while travelling in the European Union and pay the same as they would at home? (% - YES) Travelled in another EU country before 15 june 2017 (FL454 - Aug. 2017) Travelled in another EU country after 15 june 2017 (FL454 -Aug. 2017) Travelled in another EU country ( - ) LU BE NL SE CZ HR SI AT PL CY HU DE EE MT ES BG SK EU28 IT LV PT FI EL DK IE UK FR LT RO Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months since 15 June 2017 (N= 9,198) Base 3: Respondents with mobile phone who travelled in another EU country in the last 12 months only before 15 June 2017 (N= 4,667) 14

18 The socio-demographic analysis illustrates that, to some extent, patterns of awareness mirror those seen for those who have travelled: men, those with higher education and employees and the self-employed are the most likely to be aware. However, although the youngest respondents are the most likely to have travelled, they less likely to be aware that roaming charges have ceased. In detail: Men are more likely to be aware that roaming charges within the EU have ceased, compared to women (67% vs 58%). Respondents aged are the most likely to be aware: for example, 66% of those aged are aware, compared to 57% of those aged The longer a respondent remained in education, the more likely they are to be aware: 71% of those who completed education aged 20+ are aware, compared to 41% of those who finished before the age of 16. Employees (70%) and the self-employed (69%) are more likely to be aware, compared to manual workers (60%) and those who are not working (54%). The more urbanised a respondent s environment, the more likely they are to be aware. Respondents who have access to the Internet on their mobile phone are more likely to be aware than those who do not (67% vs 52%). Finally, respondents who have travelled within the EU in the last 12 months are much more likely to be aware that roaming charges have ceased, compared to those who have not travelled during this time (80% vs 46%), with frequent travellers even more likely to be aware (85%). 15

19 Base: All Respondents (N= 26,542) 16

20 III. PERCEIVED BENEFITS OF THE END OF ROAMING CHARGES More than two thirds think they or someone they know benefits or will benefit from the end of roaming charges A large majority (69%) think they or someone they know benefits or will benefit from the end of mobile roaming charges in the EU 4. Almost half (48%) say they benefit or will benefit personally, while 59% think friends or family do or will benefit. Almost one in five says neither they nor friends or family benefit or will benefit (18%), while 13% say they do not know. There has been little change since 2017, with respondents slightly less likely to think they (-3 pp) or someone they know (-4 pp) benefits or will benefit 5. Base1: All Respondents (N= 26,542) Base2: All Respondents (N= 26,574) 4 Q4 Do you think that you or someone in your family or among your friends benefit or will benefit from the end of roaming charges for the use of mobile phones abroad in the European Union? 5 The wording of the question has changed slightly since 2007 when it was Do you think that you or someone in your family or among your friends will benefit from the end of roaming charges for the use of mobile phones abroad in the European Union? 17

21 Respondents in northern areas are generally amongst the most likely to think they or someone they know will benefit. Base: All Respondents (N= 26,542) The majority of respondents in each Member State think they, or their family or friends, benefit or will benefit from the end of mobile roaming charges in the EU. Proportions range from 90% in Ireland and 83% in Austria and Sweden, to 55% in France, 58% in Greece and 59% in the Czech Republic. There are six countries where respondents are now more likely to think they, or their family or friends, benefit or will benefit, compared to The largest change is seen in Lithuania (+12 pp). In contrast, respondents in the Netherlands (-10 pp) and the Czech Republic (-8 pp) are now less likely to think this way. Other relevant changes are registered in the following countries: Respondents in Lithuania are now more likely to say they (+13 pp) or their family or friends (+11 pp) benefit or will benefit. Respondents in Malta are more likely to think their friends or family benefit or will benefit (+15 pp), but they are less likely to think they benefit or will benefit (-11 pp). Respondents in Hungary are now less likely to think they do or will benefit (-11 pp), while those in Germany (-14 pp) and Belgium (-10 pp) are now less likely to think family or friends do or will benefit. 18

22 Q4 Do you think that you or someone in your family or among your friends benefitor will benefitfromthe end of roaming charges for the use of mobile phones abroad in the European Union? (MULTIPLE ANSWERS POSSIBLE) (%) Yes, you personally benefit or will benefit from it - Aug Yes, someone in your family or among your friends benefit or will benefit from it - Aug No - Aug Don't know Total 'Yes' - Aug EU LT EE LV RO = AT SI SE = = CY = HR = PL = IE FI LU BG UK = IT = DK EL MT ES PT FR = SK HU DE BE CZ NL Base: All Respondents (N= 26,542) 19

23 The chart below compares the current results for this question with those from the previous survey who travelled before and after June 15, It shows that respondents who had travelled after the end of roaming are more likely to agree they benefit or will benefit from the end of roaming charges, compared to those who travelled before June (+8 pp), while there is not much of a difference between travellers when it comes to thinking that a family member or a friend benefits or will benefit from it. Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months since 15 June 2017 (N= 9,198) Base 3: Respondents with mobile phone who travelled in another EU country in the last 12 months only before 15 June 2017 (N= 4,667) The socio-demographic analysis illustrates the following: Although there is no overall difference when taking into account themselves as well as friends or family, men are more likely to think they personally benefit or will benefit (51% vs 44% of women). Those aged 55+ are the least likely to see a current or future benefit: for example, 59% do so, compared to 80% of those aged The longer a respondent remained in education, the more likely they are to see a current or future benefit for either themselves, or their friends or family: 76% who completed their education aged 20+ see a current or future benefit, compared to 47% of those who finished education before the age of

24 Employees (78%) and the self-employed (76%) are more likely to see a benefit, compared to 66% of manual workers and 61% of those who are not working. The more urbanised a respondent s environment, the more likely they are to see a benefit. Respondents who have access to the Internet on a mobile phone are much more likely to see a benefit, compared to those who do not (76% vs 50%). In addition, respondents who have travelled to another EU country in the last 12 months are more likely to see a current or future benefit compared to those who have not (82% vs 58%), with frequent travellers even more likely to do so (85%). Base: All Respondents (N= 26,542) 21

25 The table below compares the opinions of travellers and non-travellers in the current survey with those of respondents in It illustrates that the proportion of travellers who think they or someone they know benefits or will benefit from the end of roaming has remained stable and this is also the case for frequent travellers. Base: All Respondents (N= 26,542) 22

26 IV. USE OF MOBILE PHONES IN OTHER EU COUNTRIES This section of the report looks at respondents use of mobile phones while travelling in other EU countries. Unless otherwise specified, all results refer to respondents with a mobile phone who travelled in another EU country in the last 12 months. 1 Limiting use of mobile phones in other EU countries Respondents are now less likely to restrict their mobile phone use when travelling in another EU country Respondents with a mobile phone who travelled in another EU country in the last 12 months were asked whether they restricted their mobile use in the last time they visited another EU country 6. Overall, 53% of travellers restricted their mobile use in some way the last time they were in another EU country. The most common action was to switch off data roaming on their phone (27%). One in five activated a special data roaming plan offered by their network operator (20%), while 12% switched off their mobile phone and did not use it at all. Just over one in twenty (6%) used a SIM card of the country they were visiting. Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=13,865) However, almost half (46%) did not take any of these actions. 6 Q1 The last time you visited another European Union country, did you do any of the following? 23

27 Compared to the previous survey in 2017, travellers are now less likely to say they restricted their mobile phone use in some way while travelling in another EU country (-9 pp), and in particular they are less likely to have switched off data roaming (-6 pp). The chart below compares the current results with those from the previous survey who travelled before and after June 15, It illustrates restrictive use of mobiles has continued to decline: 66% of travellers prior to June 17 restricted their mobile use abroad in some way, compared to 60% of travellers after June 15, and 53% of travellers in the current survey. In particular, the proportion of travellers who switch off data roaming is steadily decreasing. Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months since 15 June 2017 (N= 9,198) Base 3: Respondents with mobile phone who travelled in another EU country in the last 12 months only before 15 June 2017 (N= 4,667) Although less than one in five of this group of respondents in each country switched off their mobile phone and did not use it at all the last time they visited another EU country, there are 11 countries where at least one in ten did this. Respondents in Bulgaria and Germany (17%) and Austria (16%) are the most likely to have done so, compared to 2% in Cyprus, 3% in Malta and 4% in Estonia. 24

28 Compared to 2017, changes in the proportion who switched off their mobile phone and didn t use it are generally small, with the largest changes amongst travellers in France (-7 pp) and Portugal (+4 pp). In 17 countries, switching off data roaming was the most common action taken, with respondents in the United Kingdom (41%), Ireland (40%) and Finland (36%). At the other end of the scale, 10% in Cyprus, 11% in Hungary and 14% in Greece and Malta did the same. Some of the largest changes since 2017 have been registered in the proportion of who switched off data roaming, and this is particularly the case in Austria (-14 pp), the Netherlands (-13 pp) and Spain (-12 pp). Overall there are 22 countries where respondents are now less likely to say they did this on their last EU trip. In contrast, those in Portugal are now more likely to say they switched off data roaming (+10 pp). In all but two countries, more than one in ten respondents in this group activated a special data roaming plan offered by their network. At least one third in Hungary (34%) and Greece (33%), as well as 29% in Romania did this, compared to 6% in Finland and 9% in Croatia. This action is the most mentioned in ten countries. Compared to 2017, respondents in Hungary (+12 pp) and Estonia (+10 pp) 7 are now much more likely to say they activated a special data roaming plan offered by their network operator the last time they travelled in another EU country. In Latvia, respondents are equally likely to have turned off data roaming or to have activated a special data roaming plan from their network (both 18%). Romania (18%), Poland (14%), and Luxembourg and Bulgaria (both 10%) are the only countries where at least one in ten used a SIM card of the country they were visiting. Changes in the proportion who used a SIM card from the country they were visiting are small compared to 2017 (0-5 pp). Overall, more than one third of this group of respondents in each Member State restricted their mobile use in one of these ways when travelling in the last 12 months. Those in Ireland (66%), the United Kingdom (64%), Romania (63%) and Bulgaria (62%) are the most likely to have restricted their use, while those in Cyprus (36%), Slovenia (38%), and Malta and Slovakia (both 39%) are the least likely to have done so. Compared to 2017, respondents in 22 countries are now less likely to say they restricted the use of their mobile phone the last time they visited another EU country, with the largest decreases seen amongst those in Spain (-17 pp), Sweden (-15 pp) and the Netherlands (-14 pp). In contrast there are six countries where respondents are now more likely to say they restricted their mobile use: Estonia (+7 pp), Hungary (+6 pp), Romania (+5 pp), Slovenia (+4 pp), Slovakia (+2 pp) and Malta (+1 pp). 7 As a result of the new legislation many providers in Estonia and Hungary have modified their packages and/or offered new ones to include a specific amount of EU data roaming. 25

29 Q1 The last time you visited another European Union country, how often did you use the following services on your mobile phone? (TOTAL 'RESTRICTIVE USE' - %) IE UK RO BG HU DE AT IT DK EL HR EU28 EE FR ES PL FI BE LT SE NL CZ LV LU PT MT SK SI CY August 2017 Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=13,865) 26

30 Q1 The last time you visited another European Union country, did you do any of the following? (MULTIPLE ANSWERS POSSIBLE) (%) You switched off your mobile phone and did not use it at all - Aug You switched off data roaming on your mobile phone - Aug You activated a special data roaming plan offered by your network operator - Aug You used a SIM card of the country you were visiting - Aug You did not do any of this - Aug Don't know Total 'Restrictive use' - Aug EU = 6 = BE = BG CZ = DK DE = EE IE EL = ES FR = HR IT = 6 = CY = LV LT = LU = 10 = HU MT NL = 3 = AT PL PT RO SI 7 = SK FI SE UK Base: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) 27

31 The socio-demographic analysis of respondents with a mobile phone who travelled in another EU country in the last 12 months shows the following: Respondents aged are the most likely to have restricted their mobile phone use the last time they visited another EU country: 58% did so, compared to 51% of those aged 55+. In particular, the youngest respondents are the most likely to have switched off data roaming (31%). Respondents who completed education aged 15 years or younger are the most likely to have switched off their phone (21%) and the least likely to have activated a special data roaming plan (13%). In addition, respondents who were aware that roaming had been abolished are less likely than those who were not aware to have restricted their mobile use when abroad (51% vs 65% who were not aware), and in particular switching off data roaming (24% vs 36%). Finally, the more often a respondent has travelled to another EU country in the last 12 months, the less likely they are to have restricted their mobile use: 58% of those who travelled once restricted their use in some way, compared to 43% who travelled six times or more. In particular, frequent travellers are less likely to have switched off data roaming. Base: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=11,960) 28

32 2 Frequency of use of mobile phones services in other EU countries Respondents are still more likely to use their phone less often when in another EU country, but behaviour is changing Respondents with a mobile phone who travelled in another EU country in the last 12 months were asked about their mobile use the last time they visited another EU country 8. For each service, the majority of respondents used it less often than when in their own country or not at all. Almost half (48%) made voice calls less often, while 18% did not make them at all. Just over one quarter (26%) made voice calls with the same frequency as in their own country, while 3% made them more often. Fewer than one in twenty (3%) never use this service at home or in another EU country. Almost four in ten (37%) sent text messages less often, while 14% did not send them at all on their last trip to another EU country. One third (33%) sent text messages with the same frequency as in their own country, while 4% made them more often. One in ten (10%) never send text messages either in their own country, or on their last trip to another EU country. More than one third (37%) accessed mobile Internet less often in another EU country, while 19% did not do this at all. More than one third (34%) used mobile Internet with the same frequency as in their own country, while 6% used it more often. Fewer than one in twenty (3%) never use this service at home or in another EU country. In comparison to 2017, respondents with a mobile phone who travelled in another EU country in the last 12 months are now more likely to say they made voice calls on their mobile as often as in their own country (+6 pp), and they are now less likely to say they never make voice calls in another EU country (-5 pp). The same pattern occurs for text messages and mobile Internet. In the case of text messages, there has been a seven point increase in those sending them as often as at home, and a six point decrease in the proportion who never send text messages in another EU country. For mobile Internet, there has been an eight point increase in those using it as often as at home, and a nine point decrease in the proportion who never use mobile Internet in another EU country. 8 Q2a The last time you visited another European Union country, how often did you use the following services on your mobile phone? 2a.1 Voice calls; 2a.2 Text messages; 2a.3 Mobile Internet 29

33 Base 1 & 2: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) Base 3: Respondents with a mobile phone connected to the Internet who travelled in another EU country in the last 12 months (N= 10,516) Base 4 & 5: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=13,865) Base 6: Respondents with a mobile phone connected to the Internet who travelled in another EU country in the last 12 months (N= 11,822) 30

34 The chart below illustrates that since roaming charges were abolished on June , respondents are increasingly likely to use their phone as they would do at home. The effect is particularly dramatic for mobile Internet use: 42% of travellers prior to 15 June never used this service in another EU country, compared to 21% of travellers after June 15 and 19% of travellers in the current survey. The proportion of travellers using mobile Internet as they do at home has increased from 15% for those in 2017 who travelled prior to 15 June, to 34% in the current survey. For each service the largest increase in the proportion using it as they would at home occurred in 2017, but these increases have been built on in the current survey. Base 1 & 2: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) Base 3: Respondents with a mobile phone connected to the Internet who travelled in another EU country in the last 12 months (N= 10,516) Base 4 & 5: Respondents with mobile phone who travelled in another EU country since 15 June 2017 (N=9,198) Base 6: Respondents with a mobile phone connected to the Internet who travelled in another EU country since 15 June 2017 (N= 8,016) Base 7 & 8: Respondents with mobile phone who travelled in another EU country only before 15 June 2017 (N=4,667) Base 9: Respondents with a mobile phone connected to the Internet who travelled in another EU country only before 15 June 2017 (N=3,806) 31

35 In each Member State, respondents with a mobile phone who travelled in another EU country in the last 12 months are most likely to say that on their last trip to another EU country they made voice calls less often than in their home country. However, proportions vary widely, from 62% in Finland, 61% in the Netherlands and 60% in Belgium to 34% in Bulgaria, 35% in Lithuania and 40% in Italy. Respondents in Poland (39%), Luxembourg (34%) and Cyprus (33%) are the most likely to say they made voice calls as often as in their own country. Ireland (17%) and the United Kingdom (18%) are the only countries where fewer than one in five say this. Those in Malta (8%), Luxembourg and Cyprus (both 6%) are the most likely to say they made voice calls more often in another EU country. Respondents in this group in Lithuania (32%), the United Kingdom (27%) and Hungary (26%) are the most likely to say they never made voice calls on their mobile in another EU country. In fact, Luxembourg (6%), the Netherlands and Malta (both 8%) are the only countries where fewer than one in ten say this. Greece and Bulgaria (both 13%) are the only countries where at least one in ten says they never make mobile voice calls either at home or in another EU country. Base: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) In 24 countries respondents are now more likely to say at the last time they travelled to another EU country they made voice calls as often as in their own country, compared to The increases are particularly large amongst those in Poland (+12 pp), Italy (+11 pp), and Cyprus and Bulgaria (+10 pp). Belgium is the only country where respondents are less likely to say this, although the difference is small (-2 pp). 32

36 Q2a.1 The last time you visited another European Union country, how often did you use the following services on your mobile phone? Voice calls (AS OFTEN AS IN (OUR COUNTRY) - %) PL LU CY MT EE RO IT SK ES SI CZ BG LV HU NL EU28 DE HR AT SE FI FR DK LT EL BE PT UK IE August 2017 Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=13,865) In 18 Member States, respondents with an Internet connected mobile phone who travelled to another EU country in the last 12 months are most likely to say that on their last trip to another EU country they used mobile Internet less often than in their home country. Respondents in Belgium, Austria (both 48%), and Luxembourg, the Netherlands and Finland (all 46%) are the most likely to say this, compared to 24% in Hungary, 25% in Greece and 30% in Italy. Respondents in Italy (47%), Greece (41%) and Spain (39%) are the most likely to say they used mobile Internet as often as in their own country. In fact, the United Kingdom (24%) is the only country where fewer than one quarter of this group of respondents say this, followed by 26% in Ireland and Lithuania. More than one in ten respondents in Cyprus (14%), Malta, Greece (both 13%), and Ireland and the United Kingdom (both 11%) say they used mobile Internet more often in another EU country. Respondents in this group in Lithuania (37%), Hungary (34%) and Croatia (32%) are the most likely to say they never used mobile Internet in another EU country. This compares to 18% in Greece, 10% in the Netherlands and 11% in Malta. Fewer than one in ten in any country say they never use mobile Internet either at home or in another EU country, with those in Bulgaria the most likely to say this (6%). 33

37 Base: Respondents with a mobile phone connected to the Internet who travelled in another EU country in the last 12 months (N= 10,516) In all but one country, respondents are now more likely to say at the last time they travelled to another EU country they used mobile Internet as often as in their own country, compared to The largest differences are observed amongst those in Greece (+16 pp), and Italy, Spain, Latvia and Croatia (all +14 pp). In fact, in nine countries the increase is at least of ten percentage points. The exception is Cyprus, where respondents are now slightly less likely to say they used mobile Internet as often (-2 pp). Q2a.3 The last time you visited another European Union country, how often did you use the following services on your mobile phone? Mobile internet (this excludes WIFI access) (AS OFTEN AS IN (OUR COUNTRY) - %) IT EL ES LU RO SE MT BG DE PL CY EU28 NL LV AT EE DK CZ SI FR BE HU SK PT HR FI LT IE UK August 2017 Base 1: Respondents with a mobile phone connected to the Internet who travelled in another EU country in the last 12 months (N= 10,516) Base 2: Respondents with a mobile phone connected to the Internet who travelled in another EU country in the last 12 months (N= 11,822) 34

38 There is more variation in the results for text messages. Half of all respondents in Belgium (50%), followed by 48% in Denmark and 47% in Finland say they sent these less often than in their own country, compared to 19% in Bulgaria and 23% in Spain. In all but one Member State, at least one in five of this group of respondents say they sent text messages as often in another EU country as at home. Respondents in Poland and Sweden (both 45%) and Cyprus (39%) are the most likely to say this, while those in Hungary (18%), Spain (20%) and Bulgaria (23%) are the least likely to do so. Those in Malta (11%) and Luxembourg (10%) are the most likely to have sent text messages more often in another EU country. Respondents in this group in Hungary (36%), Bulgaria (29%) and Lithuania (27%) are the most likely to say they never send text messages on their mobile in another EU country. This compares to 5% in Luxembourg and 7% in Belgium and the Netherlands. There are six countries where at least one in ten in this group of respondents say they never send text messages either at home or in another EU country: Spain (41%), Bulgaria (24%), Italy, Greece (both 22%), the Netherlands (12%) and Hungary (11%). Base: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) Compared to 2017, respondents in 25 countries are now more likely to say when they have travelled to another EU country they sent text messages as often as in their own country. The largest increases are seen amongst those in Poland and France (both +12 pp), Italy (+11 pp) and Croatia (+10 pp). In contrast, respondents in Malta are now much less likely to say this (-10 pp). 35

39 Q2a.2 The last time you visited another European Union country, how often did you use the following services on your mobile phone? Text messages (AS OFTEN AS IN (OUR COUNTRY) - %) SE PL CY SI CZ NL FR MT DK AT LV LU DE BE IE EU28 EE SK HR FI IT UK LT RO PT EL BG ES HU August 2017 Base 1: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) Base 2: Respondents with mobile phone who travelled in another EU country in the last 12 months (N=13,865) The socio-demographic analysis highlights some common patterns across these three mobile services, with men, those under 55, respondents who stayed in education longer, those who are aware that roaming charges have ceased and frequent travellers more likely to use each of these services as often as in their own country. Other highlights refers to the following categories: Men are more likely to have made voice calls (30% vs 21% of women), used mobile Internet (39% vs 29%) or sent text messages (35% vs 30%) as often as at home on their last trip to another EU country. Respondents under 55+ are the most likely to have made voice calls, sent text messages or used mobile Internet as often as at home on their last trip to another EU country. For example, 42% of year olds say they used mobile Internet as often, compared to 19% of those aged 55+. The longer a respondent remained in education, the more likely they are to say they used each service as often as in their own country, and the less likely they are to say they never use it in another EU country. For example, 37% with the highest education levels sent text messages as often on their last trip to an EU country as they do at home, compared to 13% with the lowest education levels. The self-employed are the most likely to say they made voice calls (36%), sent text messages (42%) or used mobile Internet (42%) as often as they do at home. Other results illustrate respondents who are aware roaming charges within the EU have ceased are more likely to have made voice calls (29% vs. 13% who were not aware), sent text messages (36% vs. 21%) or used mobile Internet (37% vs. 21%) as often as they would in their own country. Respondents who are not aware roaming charges have ceased are more likely to say they never do each of these things when in another EU country. Finally, the more often respondents travelled to another EU country more than once in the last 12 months, the more likely they are to have made voice calls, sent text messages or used mobile Internet as often in another EU country on their last trip. For example, 45% of respondents who travelled six or more times made voice calls as often as at home, compared to 18% who only travelled once. 36

40 Base: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) 37

41 Base: Respondents with mobile phone who travelled in another EU country in the last 12 months (N= 11,960) 38

42 Base: Respondents with a mobile phone connected to the Internet who travelled in another EU country in the last 12 months (N= 10,516) 39

43 V. PERCEIVED COSTS OF ROAMING AMONG THOSE WHO HAVE NOT TRAVELLED IN THE LAST 12 MONTHS IN THE EU Awareness of the price of mobile communication and data use while in another EU country is low amongst non-travellers Respondents who had not travelled to another EU country in the last 12 months, or those who travelled but do not have a mobile phone, were asked about the cost of using various mobile phone services when in another EU country 9. For each service, more than four in ten of this group of respondents say they do not know whether it is more or less expensive, or the same price as using these services at home. More than one quarter (27%) say text messages are the same price if sent in another country EU vs their own country. More than one in five (23%) think they are more expensive, while 7% think they are less expensive. More than four in ten (43%) say they do not know. When it comes to mobile Internet, (21%) say it is the same price to use in another country EU vs. their own country. One quarter (25%) think it is more expensive, while 8% think it is less expensive. Almost half (46%) say they do not know. For voice calls on a mobile phone, just over one in five (21%) say they are the same price if made in another EU country vs. their own country. Just over three in ten (31%) think they are more expensive, while 7% think they are less expensive. Just over four in ten (41%) say they do not know. The changes since the previous survey are small (0-3 pp). 9 Q2b Would you say that it is more expensive, less expensive or the same price to use the following services on a mobile phone while in another European Union country compared to using it in (OUR COUNTRY)? Q2b.1 Voice calls; Q2b.2 Text messages; 2b.3 Mobile Internet (excluding WIFI access) 40

44 Base 1: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) Base 2: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=12,709) Amongst those who have not travelled to another country in the last 12 months, or who have travelled but do not own a mobile phone, only a minority in each country are aware that text messages cost the same price if made in another EU country or in their own country. Proportions range from 44% in Belgium, 39% in the Netherlands and 38% in Denmark to 12% in Greece, 13% in the Czech Republic and 15% in Bulgaria. More than one in ten of this group of respondents in each country think making text messages in another EU country are more expensive. Respondents in the United Kingdom (31%), France (30%) and Ireland (28%) are the most likely to say this, compared to 11% in Estonia and 12% in Hungary and Slovakia. The Czech Republic is the only country where more than one in five think these calls are less expensive (21%). In 24 countries, respondents are most likely to say they do not know, with those in Estonia (68%) and Hungary (66%) the most likely to do so. 41

45 Base: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) At country level, there have generally only been small changes in opinion about the cost of text messages amongst non-travellers/travellers without a mobile phone at country level since the previous survey in The most notable is an 18 point increase in Belgium in the proportion who think text messages are the same price. This proportion has also increased eight points in the Netherlands and Austria and seven points in Sweden. Other relevant changes are registered in the following countries: Respondents in Romania are now more likely to say texts would be more expensive (+6 pp), while those in Portugal are now less likely to do so (-6 pp). Respondents in Luxembourg are now more likely to say texts would be less expensive (+6 pp), while those in Croatia are now less likely to do so (-8 pp). 42

46 Q2b.2 Would you say that it is more expensive, less expensive or the same price to use the following serviceson amobile phone while in anothereuropean Union country compared to using it in (OUR COUNTRY)? Text messages (%) More expensive - Aug The same price - Aug Less expensive - Aug Don't know EU28 23 = = 43 BE NL = 36 AT SE ES SI 14 = LT = 50 CY DK = 35 LV EE = 68 IT PT FI UK BG FR 30 = SK RO MT = PL = HR = EL = 64 LU IE DE = 49 HU CZ Base: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) 43

47 The socio-demographic analysis highlights the following: The younger the respondent, the more likely they are to say text messages would be more expensive, and the less likely they are to say they do not know. Those under 55 are the most likely to say they would be the same price: for example, 21% of those aged 55+ say they would be the same price, compared to 36% of those aged Respondents who completed education aged 15 or younger are the most likely to say they do not know the price of text messages on their mobile phone in another EU country, and the least likely to say the price would be the same or more expensive. For instance, 19% say the price would be the same, compared to 32% of those who completed their education aged 20+. Respondents who are working are the most likely to say text messages would be the same price, while the self-employed are the most likely to say they would be more expensive (31%). Those who are no working are the most likely to say they don t know (49%). Base: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) 44

48 Amongst those who have not travelled to another country in the last 12 months, or who have travelled but do not own a mobile phone, less than four in ten in each country are aware that mobile Internet is the same price in another EU country or in their own country. Proportions range from 34% in Belgium, 33% in Luxembourg and 29% in Italy and Sweden to 6% in the Czech Republic, 10% in Estonia and 11% in Slovakia. More than one in ten of this group of respondents in each country except Hungary think mobile Internet in another EU country is more expensive. At least one third in Ireland (36%), the United Kingdom (34%), and France and Denmark (both 33%) think this way, compared to 9% in Hungary and 12% in the Czech Republic and Greece. Respondents in the Czech Republic (18%), Bulgaria (16%) and Greece (15%) are the most likely to say mobile Internet is less expensive in another country. In 25 countries, respondents are most likely to say they do not know, with those in Estonia (73%) and Hungary (71%) the most likely to do so. Respondents in France are equally likely to say they don t know, or that it is more expensive (both 33%). Base: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) As was the case for text messages, there have generally only been small country-level changes in opinion about the cost of mobile Internet amongst non-travellers/travellers without a mobile since Respondents in Luxembourg (+23 pp) and Belgium (+16 pp) are, however, much more likely to say using mobile Internet in another EU country costs the same. Other relevant changes are registered in the following countries: Respondents in Belgium (+10 pp) are now more likely to say mobile Internet would be more expensive, while those in France (-9 pp) and Finland (-8 pp) are less likely to do so. Respondents in Cyprus (+5 pp) are now more likely to say mobile Internet would be less expensive, while those in Croatia (-5 pp) are now less likely to do so. 45

49 Q2b.3 Would you say that it is more expensive, less expensive or the same price to use the following serviceson amobile phone while in anothereuropean Union country compared to using it in (OUR COUNTRY)? Mobile Internet (this excludes WIFI access) (%) More expensive - Aug The same price - Aug Less expensive - Aug Don't know EU28 25 = = 46 LU BE SE FR SI AT PL = 53 DE ES FI UK CY HR DK BG PT HU LT = 57 EL IT = NL 30 = 26 = RO = LV = 56 EE = 73 CZ MT IE SK Base: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) 46

50 The socio-demographic analysis once again shows familiar patterns: The younger the respondent, the more likely they are to say mobile Internet would be more expensive or the same price, and the less likely they are to say they do not know. For example, 38% of those aged say mobile Internet would be the same price, compared to 15% of those aged 55+. Respondents who completed education prior to age 16 are the most likely to say they do not know the price of mobile Internet in another EU country, and the least likely to say the price would be the same or more expensive. For instance, 62% say they don t know the price, compared to 40% of those who completed their education aged 20+. Respondents who are working are the most likely to say mobile Internet would be the same price and are the least likely to say they don t know. For instance, 27% of employees say mobile Internet would be the same price, compared to 18% of respondents who are not working. Base: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) 47

51 Amongst those who have not travelled to another country in the last 12 months, or who have travelled but do not own a mobile phone, only a minority in each country are aware that voice calls on a mobile are the same price if made in another EU country. However, the proportions vary widely, from 40% in Belgium, 34% in Denmark and 32% in the Netherlands to 8% in the Czech Republic and 10% in Portugal and Greece. In each country, more than one in ten of this group of respondents think making mobile voice calls in another EU country is more expensive. Respondents in France and the United Kingdom (both 39%), and Ireland (37%) are the most likely to think this, compared to 15% in Slovakia, 16% in Hungary and 20% in Malta and Estonia. The Czech Republic is the only country where more than one in five think these calls are less expensive (26%). In 23 countries, respondents are most likely to say they do not know, with those in Estonia (59%), and Hungary and Portugal (both 58%) the most likely to do so. Base: Respondents who have not travelled in another EU country in the last 12 months and who have travelled in another EU country in the last 12 months but do not have a mobile phone (N=14,582) Changes in opinion about the cost of voice calls on a mobile amongst non-travellers/travellers are generally small, with the exception of the following: Respondents in Belgium are now more likely to say voice calls would be more expensive (+10 pp) or the same price (+15 pp). Respondents in Slovakia and the Czech Republic are now less likely to say calls would be the same price (both -6 pp). Respondents in Austria are now more likely to say voice calls would be the same price (+11 pp). 48