Page 1
Page Table Title Base Description Base
� 1 1 Q.1 Do you PERSONALLY use any of the following devices?
Base: All adults UK 1077
� 11 2 Q.2 Which of the following do you have in your home? Base: All adults UK 1077
� 21 3 Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?
Base: All adults UK 1077
� 33 4 Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?
Base: All who have landline phone
771
� 45 5 Q.7Ai What do you usually do when you receive these recorded message calls on your landline?
Base: All that have received recorded messages on theirlandline
370
51 6 Q.7Aii In the last 4 weeks, which of the following types ofrecorded message have you received on your landline?
Base: All that have listened to recorded messages on their landline
107
� 57 7 Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.
Base: All adults UK 1077
� 70 8 Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.
Base: All who have a mobilephone
934
83 9 Q.7Bi You said you have received a call with a recorded message on your mobile phone. What do you usually dowhen you receive these recorded message calls on yourmobile phone?
Base: All that have received recorded messages on theirmobile
245
89 10 Q.7Bii In the last 4 weeks, which of the following types ofrecorded message have you received on your mobile phone?
Base: All that have listened to recorded messages on their mobile
64
� 95 11 Q.6A\6B Types of unsolicited calls experienced on landline or mobile phone
Base: All adults UK 1077
� 102 12 Q.6A\6B Types of unsolicited calls experienced on landline or mobile phone
Base: All who have a landline or mobile phone
1041
� 109 13 Q.7Ai\7Bi Response to recorded message on landline ormobile phone
Base: All adults UK 1077
Page 2
Page Table Title Base Description Base
� 115 14 Q.7Ai\7Bi Response to recorded message on landline ormobile phone
Base: All who have receiveda recorded message on either their mobile or landline
494
121 15 Q.7Aii\7Bii Types of recorded messages experienced onlandline or mobile phone
Base: All that have listened to recorded message on their landline or mobile
149
� 127 49 Q.TV Base: All adults UK 1077
� 128 50 Q.INTERNET Base: All adults UK 1077
� 130 51 Q. Breaks x Breaks Base: All adults UK 1077
Table 1
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
13813220416532674113129173121316323639A Smartphone (e.g.44%58%m66%m71%lm4%22%i47%hi63%hi80%fghi79%fghi81%fghi57%62%59%IPhone, Blackberry, HTC,
etc)
59444926112229391839189978177A mobile phone (not a19%19%16%11%12%19%18%22%11%18%12%18%15%16%Smartphone) with
internet access
655357304141472415241311095205A mobile phone without21%23%18%13%44%cdef35%cdef30%cdef13%9%11%9%20%18%19%internet access
9192168122124267888012459252221473A tablet (e.g. iPad,29%41%54%lm53%m14%36%i42%i49%i50%i57%chi40%i45%42%44%Samsung Galaxy)
4863968415366345404843140151291A desktop computer15%28%m31%m37%m16%30%40%di25%25%22%29%25%29%27%
123132208153204982116105140103285331616A laptop or netbook40%58%m67%m66%m22%41%i52%i65%hi65%hi64%hi69%ghi52%63%b57%
1933615071428302042219865163An e- reader (e.g.6%14%m20%m22%m7%12%18%17%13%19%i14%18%12%15%Kindle, Kobo)
5052834913113041747479156235A games console( e.g.16%23%27%m21%1%3%7%17%hi25%ghi34%fghi49%defghi14%30%b22%Xbox 360, PS3, Nintendo
Wii)
10213111-3310152221383674A portable gaming device3%9%m10%m5%-2%2%6%10%gi10%gi14%ghi7%7%7%(e.g. SonyPSP\Vita,
Nintendo DS)
---1---1----11Other mobile device---*---1%----**
SUMMARY CODES
2512162792135587142168154212140498462959ANY MOBILE PHONE81%95%m90%m92%m60%73%91%hi93%hi96%hi97%hi94%hi90%88%89%
192170237185144898147145198133400384784ANY MOBILE WITH INTERNET62%75%m77%m80%m16%40%i63%hi82%ghi90%ghi91%ghi89%ghi72%73%73%ACCESS
Page 1
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 1
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
1831812682083483126150136188123418422840ANY COMPUTER INC. TABLET59%80%m87%m90%lm38%69%i80%i83%hi84%hi86%hi82%i76%80%78%
1551602411922973117127125159118352395747ANY COMPUTER EXC. TABLET50%70%m78%m83%lm31%61%i75%i71%i78%hi73%i79%hi64%75%b69%
5354885316113242797687161248ANY GAMING DEVICE17%24%28%m23%1%5%7%18%hi26%ghi36%fghi51%efghi16%31%b23%
270219295225651021511731552161475194901009ANY DEVICE87%96%m96%m98%m71%85%i96%hi96%hi96%hi99%hi98%hi94%94%94%
4081152717676-2343064None13%jkl4%4%2%29%cdefgh14%cdefg4%4%4%-2%6%6%6%
1-21-1---3--44Don't know*-1%*-1%---1%--1%*
Page 2
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 1
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
10274755511252639024919344659210370639A Smartphone (e.g.40%49%52%61%m53%61%53%74%g41%73%e34%67%c63%c59%IPhone, Blackberry, HTC,
etc)
719141373913811463771002651100177A mobile phone (not a28%j36%jk15%15%19%16%15%19%16%16%15%16%17%16%Smartphone) with
internet access
77171744715816837128774854103205A mobile phone without27%13%19%19%22%18%23%f11%27%d13%28%ab17%18%19%internet access
6224340210337030117216231155120298473A tablet (e.g. iPad,24%41%46%m44%m49%43%41%51%g35%51%e32%38%51%bc44%Samsung Galaxy)
1132225659232200911111803377181291A desktop computer4%23%m24%m28%m28%27%27%27%24%30%19%24%31%c27%
13315351911150439622021040678170367616A laptop or netbook54%57%58%57%53%58%54%65%g45%67%e45%54%62%c57%
211161344212111745611022239101163An e- reader (e.g.6%20%17%15%20%14%16%13%13%17%13%12%17%15%Kindle, Kobo)
11021202441901301047416014101120235A games console( e.g.6%18%23%22%m21%22%18%31%g16%26%e8%32%ac20%c22%Xbox 360, PS3, Nintendo
Wii)
159591460363824507284074A portable gaming device4%9%10%6%7%7%5%11%g5%8%4%9%7%7%(e.g. SonyPSP\Vita,
Nintendo DS)
---1-11--1-1-1Other mobile device---*-**--*-*-*
SUMMARY CODES
234973815180779636323380579130291538959ANY MOBILE PHONE95%90%79%90%k85%90%86%96%g81%95%e75%92%c91%c89%
Page 3
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 1
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
17416166514464048629826352183249451784ANY MOBILE WITH INTERNET68%77%67%73%68%74%66%89%g56%86%e48%79%c77%c73%ACCESS
154272710164676556284311529107232501840ANY COMPUTER INC. TABLET63%77%79%78%m78%78%75%84%g66%87%e62%74%c85%bc78%
13366163713661149625127047895208444747ANY COMPUTER EXC. TABLET54%68%66%70%m65%71%67%75%58%78%e55%66%75%bc69%
21122214462021391098116717105125248ANY GAMING DEVICE8%20%24%24%m22%23%19%32%g17%27%e10%33%ac21%c23%
2349838531948156773324135961453015631009ANY DEVICE95%92%91%94%92%94%92%98%g88%98%e84%95%c96%c94%
149501748604551028122564None5%8%9%6%8%5%8%f1%12%d2%16%ab4%4%6%
---4-43113-314Don't know---*-*****-1%**
Page 4
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 1
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
104727559791656142527716639A Smartphone (e.g.40%52%49%64%l60%65%l62%l59%58%63%l62%l47%59%IPhone, Blackberry, HTC,
etc)
714198252015181110218177A mobile phone (not a28%i15%36%bcfghik10%15%15%15%18%16%13%17%22%16%Smartphone) with
internet access
717721262426171315257205A mobile phone without27%19%13%24%16%18%25%17%18%18%20%21%19%internet access
64322428051504434355314473A tablet (e.g. iPad,24%46%l41%48%l50%l37%48%l43%47%42%43%39%44%Samsung Galaxy)
12213395225283119173311291A desktop computer4%24%l23%l45%cgkl32%l18%27%l30%l26%l21%l26%l32%27%
135331489593605633516319616A laptop or netbook54%58%57%55%59%67%d58%55%47%62%51%56%57%
2161123241212911171810163An e- reader (e.g.6%17%20%26%egl15%9%11%9%15%20%14%28%15%Kindle, Kobo)
1211024381529202116308235A games console( e.g.6%23%18%28%gl24%l11%28%gl19%29%gl20%24%l23%22%Xbox 360, PS3, Nintendo
Wii)
19599695629374A portable gaming device4%10%9%11%6%4%9%5%8%2%7%9%7%(e.g. SonyPSP\Vita,
Nintendo DS)
----------1-1Other mobile device----------1%-*
SUMMARY CODES
237349791431239292647311831959ANY MOBILE PHONE95%79%90%91%88%89%88%90%88%89%94%k91%89%
17614163118103737752589724784ANY MOBILE WITH INTERNET68%67%77%72%73%74%70%75%72%71%77%70%73%ACCESS
Page 5
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 1
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
15724273128108867950659527840ANY COMPUTER INC. TABLET63%79%77%84%l79%78%83%l77%69%79%76%79%78%
13613666116104737141578226747ANY COMPUTER EXC. TABLET54%66%68%76%l72%75%l71%69%57%70%65%77%69%
2221127391731212116319248ANY GAMING DEVICE8%24%20%31%gl24%13%30%gl20%29%gl20%25%25%23%
23834983152127101936777121321009ANY DEVICE95%91%92%96%94%92%97%91%93%93%96%94%94%
19439939564264None5%9%8%4%6%7%3%8%7%7%3%6%6%
-----2-1--1-4Don't know-----1%-1%--1%-*
Page 6
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 1
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
245103268-191448448639639A Smartphone (e.g.50%68%68%-69%be66%be58%e67%be59%IPhone, Blackberry, HTC,
etc)
822166-56122122177177A mobile phone (not a17%14%17%-20%e18%e16%e18%e16%Smartphone) with
internet access
1232351-55150150205205A mobile phone without25%15%13%-20%e22%e20%e21%e19%internet access
1947320312115341353456473A tablet (e.g. iPad,39%48%51%14%42%e50%e46%e48%e44%Samsung Galaxy)
14150921465209223273291A desktop computer28%33%23%17%23%31%e29%29%27%
23810024919153437456590616A laptop or netbook48%67%63%22%55%e64%e59%e62%e57%
613062332127130159163An e- reader (e.g.12%20%16%4%12%19%e17%e17%e15%Kindle, Kobo)
864493662164170227235A games console( e.g.17%29%23%7%23%e24%e22%e24%e22%Xbox 360, PS3, Nintendo
Wii)
19143611954557374A portable gaming device4%9%9%1%7%8%7%8%7%(e.g. SonyPSP\Vita,
Nintendo DS)
1----1111Other mobile device*----****
SUMMARY CODES
427140363-278682682959959ANY MOBILE PHONE86%93%92%-100%be100%be89%e100%be89%
316121321-236548548784784ANY MOBILE WITH INTERNET64%80%81%-85%be80%be71%e82%be73%ACCESS
Page 7
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 1
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
35812133236205587623792840ANY COMPUTER INC. TABLET72%81%84%42%74%e86%de81%e83%de78%
31511328832181526558707747ANY COMPUTER EXC. TABLET64%75%73%38%65%e77%de73%e74%e69%
894797668172178240248ANY GAMING DEVICE18%31%24%7%24%e25%e23%e25%e23%
454142378382786827209591009ANY DEVICE92%95%95%45%100%be100%be94%e100%be94%
4061846--46-64None8%4%4%54%abcd--6%acd-6%
1211--1-4Don't know*1%*2%ac--*-*
Page 8
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 1
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
48162152234161060558519040638176178289639A Smartphone (e.g.80%hil67%82%hil78%hil68%67%59%bcf46%67%bcfg64%46%46%67%bcfg59%IPhone, Blackberry, HTC,
etc)
821549755148147164679710616376177A mobile phone (not a14%17%15%13%16%16%16%16%16%18%16%16%18%16%Smartphone) with
internet access
52145434214014319210984910510658205A mobile phone without9%16%jkm7%10%16%jkm16%jkm19%27%aeg14%16%27%aeg27%aeg14%19%internet access
34246335925545745544115330835141142219473A tablet (e.g. iPad,57%50%56%59%l51%51%44%37%51%bcf59%bcf37%36%51%bcf44%Samsung Galaxy)
19428319214628028327112016019111111104291A desktop computer32%31%30%34%31%31%27%29%26%33%29%29%24%27%
42559844532658859056618738436175177262616A laptop or netbook71%65%70%75%hil65%66%57%bcf45%64%bcf61%45%45%61%bcf57%
123155116911561551504710614434367163An e- reader (e.g.21%17%18%21%17%17%15%11%18%b24%11%11%16%15%Kindle, Kobo)
1762291841372212232157015114686998235A games console( e.g.29%25%29%32%25%25%22%17%25%f24%18%18%23%22%Xbox 360, PS3, Nintendo
Wii)
567358507373671754314143874A portable gaming device9%8%9%12%8%8%7%4%9%bcf6%4%4%9%bcf7%(e.g. SonyPSP\Vita,
Nintendo DS)
11111111--11-1Other mobile device********--**-*
SUMMARY CODES
57986261841984284088935255152329333395959ANY MOBILE PHONE97%93%97%96%94%94%89%85%91%bcf88%85%85%92%bcf89%
Page 9
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 1
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
54474459438572772172325048345230234349784ANY MOBILE WITH INTERNET91%hil81%93%hil89%hil81%80%72%bcf61%80%bcfg76%60%60%81%bcfg73%ACCESS
54781057540579679777629150252271273356840ANY COMPUTER INC. TABLET91%88%90%93%89%89%78%bcf71%83%bcf88%bcf70%70%83%bcf78%
49972351837371171468625744244241243307747ANY COMPUTER EXC. TABLET83%78%81%86%l79%80%69%62%73%bcf75%62%62%72%bcf69%
18924219614623423622573158147071103248ANY GAMING DEVICE31%26%31%34%26%26%23%18%26%bcf24%18%18%24%23%
593906635432883882934376573563523564101009ANY DEVICE99%98%99%99%98%98%94%91%95%96%91%91%96%94%
315411313603526334341864None1%2%1%*1%1%6%9%4%4%9%e9%4%6%
22-222413-1114Don't know**-******-****
Page 10
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.1 Do you PERSONALLY use any of the following devices?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 2
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
195162218192799912113610812897405363767Landline phone63%72%71%83%klm86%cde83%cde77%d76%d67%58%65%73%69%71%
1861832582103781129155131190115435402837Fixed broadband internet60%81%m83%m91%lm41%68%i82%hi86%hi81%i87%hi77%i79%77%78%access - through either
a phone line or cableservice that you pay amonthly subscription feefor. If you have it thedevices in your home caneitherconnect to the internetwirelessly (WiFi) orthrough a directconnection to a modem orrouter.
615655707144054375733125116241Mobile broadband from a20%24%18%30%km7%12%26%hi30%hi23%i26%hi22%i23%22%22%mobile network -
connecting via a USBstick or dongle, orbuilt in connectivity ina laptop, netbook, ortablet computer with adata card
SUMMARY CODES
2512162792135587142168154212140498462959ANY MOBILE PHONE81%95%m90%m92%m60%73%91%hi93%hi96%hi97%hi94%hi90%88%89%
151715363222101424NONE5%jl1%2%*5%3%4%2%1%1%1%2%3%2%
26621428722983108141171150209133518477996ANY SERVICE86%95%m93%m99%km91%91%90%95%93%96%89%94%91%92%
296226302229871161511771592161485435101053ANY SERVICE (INC.95%99%m98%100%m95%97%96%98%99%99%99%98%97%98%MOBILE)
Page 11
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 2
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
SERVICES HAVE
996280376163040508847136142278MOBILE NOT LANDLINE32%j27%j26%16%6%14%19%i22%i31%hi40%fghi32%hi25%27%26%
4291916302888434424386LANDLINE NOT MOBILE14%kl4%6%7%32%cdefg23%cdefg5%5%3%1%3%8%8%8%
153154199176497111212810412493362320682LANDLINE AND MOBILE49%68%m64%m76%km54%59%72%i71%i65%57%62%65%61%63%
294225298229851151511761592161455405051045LANDLINE OR MOBILE95%99%96%99%m92%96%96%98%99%99%i97%98%96%97%
4512222811169111017354781None14%jkl5%7%j1%9%9%10%5%7%4%11%6%9%8%
2.0532.1202.3082.4582.1052.0552.0262.1831.9532.4852.2512.2771.9422.146Av number of services(inc mobile)
0.8160.7470.7240.7800.6490.9291.0030.7140.8150.7260.6260.7700.7770.787Standard Deviation0.0060.0180.0230.0470.0100.0320.0440.0230.0410.0250.0220.0060.0090.004Error Variance
Page 12
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 2
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
204168638157610525242340427133179455767Landline phone82%77%74%70%74%71%71%72%73%70%77%b57%77%b71%
184164714167670546291311526108224505837Fixed broadband internet73%76%70%79%79%77%74%86%g66%86%e62%71%86%bc78%access - through either
a phone line or cableservice that you pay amonthly subscription feefor. If you have it thedevices in your home caneitherconnect to the internetwirelessly (WiFi) orthrough a directconnection to a modem orrouter.
28302013420715685671742861151241Mobile broadband from a7%14%33%m22%m16%24%21%25%14%29%e16%19%26%22%mobile network -
connecting via a USBstick or dongle, orbuilt in connectivity ina laptop, netbook, ortablet computer with adata card
SUMMARY CODES
234973815180779636323380579130291538959ANY MOBILE PHONE95%90%79%90%k85%90%86%96%g81%95%e75%92%c91%c89%
*1914421222168613524NONE1%2%9%j2%2%2%3%*3%1%3%4%a1%2%
245078844196799667328416580157263576996ANY SERVICE96%92%85%93%93%92%90%97%g89%95%e91%83%98%bc92%
2453838932088457183354526011683025831053ANY SERVICE (INC.99%98%91%98%k98%98%97%100%97%99%97%96%99%b98%MOBILE)
Page 13
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 2
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
SERVICES HAVE
41214248482301869210817032120126278MOBILE NOT LANDLINE17%22%15%27%23%27%25%27%23%28%18%38%ac21%26%
149712561751068183584286LANDLINE NOT MOBILE3%8%10%8%12%7%10%f3%14%d3%20%ab3%7%8%
19375956713255045023227240998171413682LANDLINE AND MOBILE78%69%64%62%62%63%61%69%58%67%e57%54%70%bc63%
2453828862058407113344485971652995811045LANDLINE OR MOBILE99%98%90%98%k97%97%96%99%96%98%95%95%99%bc97%
1413631567739532916521381None4%8%15%7%7%8%10%f3%11%d5%9%a17%a2%8%
2.2651.7611.9742.1752.0632.1642.0822.3422.0332.3401.9951.9582.4332.146Av number of services(inc mobile)
0.6660.7280.6300.8080.7070.8050.8220.6430.7710.7840.7330.7620.7730.787Standard Deviation0.0200.0660.0360.0050.0140.0050.0050.0100.0050.0120.0120.0100.0090.004Error Variance
Page 14
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 2
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
2068416212175747359568631767Landline phone82%g74%g77%g72%75%g54%71%71%82%g68%69%91%71%
18644168137103898351629427837Fixed broadband internet73%70%76%78%85%k74%85%81%71%76%75%78%78%access - through either
a phone line or cableservice that you pay amonthly subscription feefor. If you have it thedevices in your home caneitherconnect to the internetwirelessly (WiFi) orthrough a directconnection to a modem orrouter.
230815461027221322442241Mobile broadband from a7%33%gl14%17%29%gl7%26%gl22%g18%27%gl35%gjl7%22%mobile network -
connecting via a USBstick or dongle, orbuilt in connectivity ina laptop, netbook, ortablet computer with adata card
SUMMARY CODES
237349791431239292647311831959ANY MOBILE PHONE95%79%90%91%88%89%88%90%88%89%94%k91%89%
*91-171311-*24NONE1%9%bhi2%-1%5%1%3%1%2%-1%2%
247850811541229995657711833996ANY SERVICE96%85%92%93%96%88%96%92%90%94%94%97%92%
24835387160132103997181125341053ANY SERVICE (INC.99%91%98%100%k99%k95%99%97%99%98%100%k99%98%MOBILE)
Page 15
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 2
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
SERVICES HAVE
4141223385428261225393278MOBILE NOT LANDLINE17%15%22%27%24%39%dkl27%25%17%30%31%8%26%
1946176106788386LANDLINE NOT MOBILE3%10%8%7%10%4%10%6%10%9%6%8%8%
1959375610469646752487928682LANDLINE AND MOBILE78%g64%69%65%65%50%61%65%72%g59%63%83%63%
24825386159129102997181125341045LANDLINE OR MOBILE99%90%98%99%99%k93%98%96%99%98%100%gk99%97%
1134671658757181None4%15%8%7%4%12%4%8%10%6%6%3%8%
2.2651.9741.7611.9072.5411.8552.4652.2911.9572.0972.1102.2102.146Av number of services(inc mobile)
0.6660.6300.7280.5210.8730.6400.6970.8740.8300.9430.9120.4520.787Standard Deviation0.0200.0360.0660.0270.0400.0240.0400.0510.0490.0590.0400.0290.004Error Variance
Page 16
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 2
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
34910931386-682767682767Landline phone71%72%79%100%ad-100%ad100%ad71%d71%
34812634439189604643793837Fixed broadband internet70%84%87%46%68%e89%ade84%de83%de78%access - through either
a phone line or cableservice that you pay amonthly subscription feefor. If you have it thedevices in your home caneitherconnect to the internetwirelessly (WiFi) orthrough a directconnection to a modem orrouter.
1143498865164171228241Mobile broadband from a23%23%25%9%23%e24%e22%e24%e22%mobile network -
connecting via a USBstick or dongle, orbuilt in connectivity ina laptop, netbook, ortablet computer with adata card
SUMMARY CODES
427140363-278682682959959ANY MOBILE PHONE86%93%92%-100%be100%be89%e100%be89%
1064-----24NONE2%4%1%-----2%
44614038586220682767902996ANY SERVICE90%93%97%100%d79%100%ad100%ad94%d92%
485144393862786827679591053ANY SERVICE (INC.98%96%99%100%100%100%100%100%98%MOBILE)
Page 17
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 2
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
SERVICES HAVE
1303677-278--278278MOBILE NOT LANDLINE26%24%20%-100%abce--29%bce26%
5352886--86-86LANDLINE NOT MOBILE11%3%7%100%abcd--11%acd-8%
296104285--682682682682LANDLINE AND MOBILE60%69%72%--100%abde89%ade71%de63%
479144391862786827679591045LANDLINE OR MOBILE97%96%99%100%100%100%100%100%97%
481011-57--5781None10%7%3%-21%abce--6%bc8%
1.9602.5562.420-1.5992.5522.5522.1462.146Av number of services(inc mobile)
0.7670.8450.702-0.6450.6220.6220.7870.787Standard Deviation0.0060.0400.010-0.0060.0040.0040.0040.004Error Variance
Page 18
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 2
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
43767344632166166973528647151271275330767Landline phone73%73%70%74%74%75%74%70%78%cf87%70%70%77%71%
53881257139580381277927852054259263369837Fixed broadband internet90%88%89%91%89%90%78%bcf67%86%bcfg91%bcf67%67%86%bcfg78%access - through either
a phone line or cableservice that you pay amonthly subscription feefor. If you have it thedevices in your home caneitherconnect to the internetwirelessly (WiFi) orthrough a directconnection to a modem orrouter.
14523217311522121922897148169293104241Mobile broadband from a24%25%27%26%25%24%23%23%24%27%24%24%24%22%mobile network -
connecting via a USBstick or dongle, orbuilt in connectivity ina laptop, netbook, ortablet computer with adata card
SUMMARY CODES
57986261841984284088935255152329333395959ANY MOBILE PHONE97%93%97%96%94%94%89%85%91%bcf88%85%85%92%bcf89%
5844762099-99424NONE1%1%1%1%1%1%2%2%2%-2%2%1%2%
57789461542187587892936758259347351411996ANY SERVICE96%97%96%97%97%98%93%89%96%bcf100%90%90%96%bcf92%
593915635432892892978403593593783814251053ANY SERVICE (INC.99%99%99%99%99%99%98%98%98%100%98%98%99%98%MOBILE)
Page 19
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 2
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
SERVICES HAVE
153233184107223215237112120810210393278MOBILE NOT LANDLINE25%25%29%24%25%24%24%27%20%13%26%26%22%26%
11441294244824640745452886LANDLINE NOT MOBILE2%5%km2%2%5%k5%km8%11%7%12%12%11%6%8%
42662943431261862565224043144227230303682LANDLINE AND MOBILE71%68%68%72%69%70%65%58%71%bcf75%59%59%71%bcf63%
590906630428884884971398591593733774231045LANDLINE OR MOBILE99%98%99%98%98%98%97%97%98%100%97%97%99%97%
222925142419684521-39391881None4%3%4%3%3%2%7%11%ae4%-10%ae10%ae4%8%
2.1862.4992.2892.0122.6262.6622.1461.9172.4792.6491.9521.9532.3202.146Av number of services(inc mobile)
0.5630.7550.7470.5540.6830.6680.7900.7560.7330.5440.7550.7520.7670.787Standard Deviation0.0090.0070.0120.0150.0060.0060.0040.0060.0080.0740.0060.0060.0110.004Error Variance
Page 20
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.2 Which of the following do you have in your home?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 3
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
6359747739535443362522142131272Receiving a silent call20%26%24%33%m42%cdef45%cdef34%cd24%d23%d11%15%26%25%25%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
1019611810853718071535044224198422Receiving a "live sales\32%42%38%47%m58%cdef60%cdef51%cde39%d33%23%30%41%38%39%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
798110911041637572514336207173380Receiving a call with a26%36%35%48%m44%cd53%cde48%cde40%cd31%20%24%38%33%35%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
88815785872*221638Some other type of call3%3%3%6%8%cd6%cd3%5%5%1%*4%3%4%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
463849391719293330242095761721 TYPE EXPERIENCED15%17%16%17%19%16%18%18%18%11%13%17%15%16%
403735431821343310211688661542 TYPES EXPERIENCED13%16%11%19%20%e18%e22%de18%e7%10%11%16%13%14%
Page 21
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 3
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
383560522338342829161794911853 TYPES EXPERIENCED12%16%19%23%m25%cd32%cdef21%d15%18%d7%11%17%17%17%
3737454321-119204 TYPES EXPERIENCED1%3%1%3%5%c4%2%2%2%1%-2%2%2%
127116147141638310197726253288243530ANY UNSOLICITED CALLS41%51%47%61%km69%cde70%cdef64%cde54%cd45%d28%35%52%46%49%(LANDLINE)
18411016390293656838915697266282547None59%j49%53%j39%32%30%36%46%h55%ghi72%efghi65%fghi48%54%51%
1.9832.0942.1082.1992.2262.342d2.1242.0102.0631.9151.9482.0692.1342.099Av number of issues0.8780.9250.8990.9040.9380.8980.8750.8730.9840.8590.8420.8980.9080.902Standard Deviation0.0040.0080.0060.0070.0100.0070.0090.0100.0160.0140.0130.0030.0030.002Error Variance
Page 22
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 3
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
7202322459213216571381355055168272Receiving a silent call27%37%25%25%28%25%29%f17%29%22%29%b17%29%b25%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
112534353843383121102052178389250422Receiving a "live sales\44%46%37%39%40%39%42%f33%44%36%48%b28%43%b39%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
4263631374306291891712096878234380Receiving a call with a18%49%m40%m34%35%35%39%f26%37%34%39%b25%40%b35%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
-8328929261321171082138Some other type of call-15%j3%3%4%3%3%4%5%3%5%3%4%4%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
5815144291431086473993639971721 TYPE EXPERIENCED19%15%17%16%14%16%15%19%16%16%21%12%16%16%
Page 23
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 3
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
3615130361181213368863827891542 TYPES EXPERIENCED13%11%17%14%17%14%16%10%15%14%22%b9%15%14%
413161523814714539919428391171853 TYPES EXPERIENCED14%24%18%17%18%17%20%f12%19%15%16%13%20%17%
-5-153171551374411204 TYPES EXPERIENCED-10%jk-2%1%2%2%1%3%1%2%1%2%2%
123247440106424389141245285105110315530ANY UNSOLICITED CALLS47%59%51%49%50%49%53%f42%52%47%61%b35%54%b49%(LANDLINE)
13224446810544235219622432468205274547None53%41%49%52%50%51%48%58%g48%53%39%65%ac46%51%
1.8912.4902.0222.0852.1382.0892.172f1.8982.1812.0291.9942.0872.1382.099Av number of issues0.8791.0580.8310.8940.8580.9130.8810.9310.9230.8790.8730.9350.9000.902Standard Deviation0.0210.0370.0120.0020.0060.0020.0020.0070.0030.0030.0060.0080.0030.002Error Variance
Page 24
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 3
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
72320244517232021263513272Receiving a silent call27%25%37%g27%28%g12%22%19%29%g32%g28%g39%25%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
113425216639483737394620422Receiving a "live sales\44%37%46%24%41%28%46%gi37%51%gi48%gi37%57%39%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
43626255633353827334817380Receiving a call with a18%40%l49%gl29%35%24%34%38%38%40%l39%49%35%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
-3847131141538Some other type of call-3%15%bdeg5%4%1%3%1%1%5%1%15%4%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
515883221211314131571721 TYPE EXPERIENCED19%17%15%10%20%15%20%13%19%15%12%21%16%
Page 25
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 3
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
315613189121919132331542 TYPES EXPERIENCED13%17%11%15%11%6%12%19%g27%gh15%18%g10%14%
41613113116201411182381853 TYPES EXPERIENCED14%18%24%13%19%11%19%13%15%22%19%24%17%
--523111-3-4204 TYPES EXPERIENCED--10%bgk2%2%1%1%1%-3%-11%2%
124732348446544744466123530ANY UNSOLICITED CALLS47%51%59%g39%52%g33%52%g46%61%gi56%g49%66%49%(LANDLINE)
134422537792505528376412547None53%49%41%61%d48%67%cdfhj48%54%39%45%51%34%51%
1.8912.0222.4902.1762.0671.9492.0172.0571.9332.2332.1282.3872.099Av number of issues0.8790.8311.0580.8700.9460.9560.9190.8120.7540.9290.7911.1230.902Standard Deviation0.0210.0120.0370.0240.0140.0250.0170.0160.0130.0160.0100.0550.002Error Variance
Page 26
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 3
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
1393410235-237272237272Receiving a silent call28%23%26%41%ad-35%ad36%ad25%d25%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
2135815948-374422374422Receiving a "live sales\43%39%40%56%ad-55%ad55%ad39%d39%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
1894914341-339380339380Receiving a call with a38%33%36%48%d-50%ad50%ad35%d35%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
213157-31383138Some other type of call4%2%4%8%d-5%d5%d3%d4%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
74266821-1501721501721 TYPE EXPERIENCED15%17%17%25%d-22%ad22%ad16%d16%
Page 27
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 3
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
78245514-1401541401542 TYPES EXPERIENCED16%16%14%17%d-21%ad20%ad15%d14%
97246926-1591851591853 TYPES EXPERIENCED20%16%17%30%ad-23%ad24%ad17%d17%
11-91-192019204 TYPES EXPERIENCED2%-2%1%-3%3%2%2%
2597420163-468530468530ANY UNSOLICITED CALLS52%49%51%73%ad-69%ad69%ad49%d49%(LANDLINE)
2367719623278214237492547None48%51%49%27%100%abce31%31%51%bce51%
2.1701.9692.0932.105-2.0982.0992.0982.099Av number of issues0.8930.8240.9280.914-0.9010.9020.9010.902Standard Deviation0.0030.0100.0040.011-0.0020.0020.0020.002Error Variance
Page 28
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 3
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
13323413811223023426112314914116116110272Receiving a silent call22%25%22%26%26%26%26%30%25%24%30%30%26%25%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
22037022717136236941018224429172173169422Receiving a "live sales\37%40%35%39%40%41%41%44%41%49%45%44%39%39%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
21134321316433634336216321525154157155380Receiving a call with a35%37%33%38%37%38%36%40%36%41%40%40%36%35%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
183319183133381920219191538Some other type of call3%4%3%4%3%4%4%5%3%3%5%5%4%4%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
98145986214214416260105105859691721 TYPE EXPERIENCED16%16%15%14%16%16%16%14%17%18%15%15%16%16%
Page 29
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 3
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
8013684691311361516891126364611542 TYPES EXPERIENCED13%15%13%16%15%15%15%17%15%20%16%16%14%14%
94164967516416417685101118080741853 TYPES EXPERIENCED16%18%15%17%18%18%18%21%17%18%21%21%17%17%
101811101618209101999204 TYPES EXPERIENCED2%2%2%2%2%2%2%2%2%1%2%2%2%2%
28246228921645346250922230634210212213530ANY UNSOLICITED CALLS47%50%45%50%50%51%51%54%51%57%54%54%50%49%(LANDLINE)
31746135021944643648919029725177179216547None53%50%55%50%50%49%49%46%49%43%46%46%50%51%
2.0612.1172.0652.1512.1182.1202.1052.1972.0512.0482.1972.1892.1082.099Av number of issues0.9090.8990.9040.8930.8960.8980.9000.8850.8940.8500.8940.8940.9140.902Standard Deviation0.0030.0020.0030.0040.0020.0020.0020.0030.0030.0230.0040.0030.0040.002Error Variance
Page 30
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 3
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
326268922422612522824773272272139272272272Receiving a silent call23%67%acgil55%ci34%59%acgij45%ci31%54%acgij39%c47%ci100%abcdf77%abcf30%51%acgil37%25%- this means the person
llghijklmnghijklmanswering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
6262913129330719742242277228244220422422422Receiving a "live sales\52%70%63%50%77%acfgi60%ci48%100%abcde67%acfi50%84%acdfg69%acfil47%80%acdfg58%ci39%marketing call" - this
jlfgijklmnlijlmijlis where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
6303313638038016929331876224236194380380380Receiving a call with a52%79%acfgi71%ci52%100%abcde75%acfg42%69%acfgi50%49%82%abcdf66%acfgi42%72%acfgi52%ci35%'recorded message'. That
lfghijlmnillghilllis when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
338381430321926329262620383838Some other type of call28%100%abcde82%abcd5%8%6%5%6%5%6%9%7%4%7%5%4%that you didn't want or
fghijklefghijkask for - for example almarket research call
Page 31
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 3
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
SUMMARY CODES
-552455676396117121524761711711721 TYPE EXPERIENCED-13%11%9%15%de13%de16%de23%defjk19%defl8%6%7%16%de32%acdef23%cdefi16%
lghijklmjkl
3474312312568126138225665771541541542 TYPES EXPERIENCED24%11%15%16%32%acdef25%ci17%30%acdfg22%14%21%18%17%29%acdfg21%14%
gililil
1997518218390181182481811821001851851853 TYPES EXPERIENCED4%24%20%28%48%abcfg36%aci22%43%acgil29%31%67%abcdf51%abcfg21%35%aci25%17%
ijlmmghijklmnijlmn
320209202010202082020112020204 TYPES EXPERIENCED23%52%abcde43%abcde4%5%4%3%5%3%5%7%aci6%2%4%3%2%
fghijklfghijkl
6384115138039523242245791272291264530530530ANY UNSOLICITED CALLS52%100%acfgi88%cfil57%100%acdfg78%cfil57%100%acdfg72%cfil59%100%acdfg82%acfg57%100%acdfg73%cfil49%(LANDLINE)
jlijlmijlmijlmilijlm
6-6113-113175-17564-64200-200547None48%-12%behk43%abdeg-22%behkn43%abdeg-28%bdehkn41%abdeg-18%behk43%abdeg-27%bdehkn51%
hjkmnhjkmnhjkmnhjkmn
2.9943.158abc3.079abc2.460abc2.439abc2.395abc2.2062.296ab2.2292.575abc2.755abc2.680abc2.1752.1002.1002.099Av number of issuesdefghijkdghijklgigighijklghijkl
1.0481.0741.0780.8320.8020.8250.8950.8710.8820.8410.6670.7210.8990.9020.9020.902Standard Deviation0.1830.0320.0310.0050.0020.0020.0040.0020.0020.0090.0020.0020.0030.0020.0020.002Error Variance
Page 32
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 4
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
2661541861651151311031129611797417354771Unweighted Base19516221819279*99121*136*108*12897*405363767Weighted Base
6359747739535443362522142131272Receiving a silent call32%36%34%40%49%cd54%cdef44%cd32%34%19%23%35%36%36%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
1019611810853718071535044224198422Receiving a "live sales\52%59%54%56%68%cd72%cdef66%cd52%49%39%46%55%55%55%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
798110911041637572514336207173380Receiving a call with a41%50%50%57%m52%64%cd62%cd53%d47%34%37%51%48%50%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
88815785872*221638Some other type of call4%5%4%8%9%c8%4%6%7%2%1%6%4%5%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
463849391719293330242095761721 TYPE EXPERIENCED24%23%23%20%22%19%24%24%27%19%20%24%21%22%
403735431821343310211688661542 TYPES EXPERIENCED20%23%16%22%23%22%28%e24%10%16%16%22%18%20%
Page 33
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base
Table 4
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
2661541861651151311031129611797417354771Unweighted Base19516221819279*99121*136*108*12897*405363767Weighted Base
383560522338342829161794911853 TYPES EXPERIENCED19%22%27%27%29%d39%cdf28%d20%27%12%18%23%25%24%
3737454321-119204 TYPES EXPERIENCED2%4%1%4%5%5%3%2%2%1%-3%2%3%
127116147141638310197726253288243530ANY UNSOLICITED CALLS65%72%67%73%80%cd85%cde83%cde71%d66%49%54%71%67%69%(LANDLINE)
6846725116152039376544117120237None35%28%33%27%21%15%17%29%34%gh51%fghi46%ghi29%33%31%
1.9832.0942.1082.1992.2262.342d2.1242.0102.0631.9151.9482.0692.1342.099Av number of issues0.8780.9250.8990.9040.9380.8980.8750.8730.9840.8590.8420.8980.9080.902Standard Deviation0.0040.0080.0060.0070.0100.0070.0090.0100.0160.0140.0130.0030.0030.002Error Variance
Page 34
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base
Table 4
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
573976599171600551220410361166172433771Unweighted Base20*41*68*638157610525242340427133179455767Weighted Base
7202322459213216571381355055168272Receiving a silent call33%48%33%35%38%35%41%f23%40%32%37%31%37%36%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
112534353843383121102052178389250422Receiving a "live sales\54%60%49%55%54%55%59%f46%60%51%62%50%55%55%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
4263631374306291891712096878234380Receiving a call with a22%64%m54%m49%m47%50%55%f37%50%49%51%44%51%50%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
-8328929261321171082138Some other type of call-19%j4%4%6%5%5%5%6%4%7%4%5%5%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
5815144291431086473993639971721 TYPE EXPERIENCED24%19%23%23%19%23%21%26%21%23%27%22%21%22%
Page 35
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 4
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
573976599171600551220410361166172433771Unweighted Base20*41*68*638157610525242340427133179455767Weighted Base
3615130361181213368863827891542 TYPES EXPERIENCED16%14%22%20%23%19%23%f14%20%20%28%b15%20%20%
413161523814714539919428391171853 TYPES EXPERIENCED18%31%24%24%24%24%28%f16%27%22%21%22%26%24%
-5-153171551374411204 TYPES EXPERIENCED-13%jk-2%2%3%3%2%4%2%3%2%3%3%
123247440106424389141245285105110315530ANY UNSOLICITED CALLS58%77%69%69%68%69%74%f58%72%67%79%b61%69%69%(LANDLINE)
8102119851187137101951422869140237None42%23%31%31%32%31%26%42%g28%33%21%39%c31%31%
1.8912.4902.0222.0852.1382.0892.172f1.8982.1812.0291.9942.0872.1382.099Av number of issues0.8791.0580.8310.8940.8580.9130.8810.9310.9230.8790.8730.9350.9000.902Standard Deviation0.0210.0370.0120.0020.0060.0020.0020.0070.0030.0030.0060.0080.0030.002Error Variance
Page 36
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 4
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
577639609964696658658533771Unweighted Base20*68*41*62*121*75*74*73*59*56*86*31**767Weighted Base
72320244517232021263513272Receiving a silent call33%33%48%38%37%23%31%27%35%47%g40%43%36%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
113425216639483737394620422Receiving a "live sales\54%49%60%34%55%52%65%i51%62%i70%i53%63%55%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
43626255633353827334817380Receiving a call with a22%54%l64%l40%47%l44%47%l53%l46%59%l56%l54%50%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
-3847131141538Some other type of call-4%19%bdeg6%6%2%4%1%2%8%2%16%5%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
515883221211314131571721 TYPE EXPERIENCED24%23%19%13%26%28%28%18%23%23%18%23%22%
Page 37
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 4
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
577639609964696658658533771Unweighted Base20*68*41*62*121*75*74*73*59*56*86*31**767Weighted Base
315613189121919132331542 TYPES EXPERIENCED16%22%14%21%15%12%17%27%33%g23%26%11%20%
41613113116201411182381853 TYPES EXPERIENCED18%24%31%17%26%21%27%19%18%32%27%27%24%
--523111-3-4204 TYPES EXPERIENCED--13%bdk3%2%2%1%1%-5%-12%3%
124732348446544744466123530ANY UNSOLICITED CALLS58%69%77%54%70%62%73%64%75%82%il71%73%69%(LANDLINE)
8211029362820261510258237None42%c31%23%46%c30%38%27%36%25%19%29%27%31%
1.8912.0222.4902.1762.0671.9492.0172.0571.9332.2332.1282.3872.099Av number of issues0.8790.8311.0580.8700.9460.9560.9190.8120.7540.9290.7911.1230.902Standard Deviation0.0210.0120.0370.0240.0140.0250.0170.0160.0130.0160.0100.0550.002Error Variance
Page 38
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 4
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
369101307107-664771664771Unweighted Base349109*31386*-**682767682767Weighted Base
1393410235-237272237272Receiving a silent call40%31%33%41%-35%36%35%36%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
2135815948-374422374422Receiving a "live sales\61%54%51%56%-55%55%55%55%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
1894914341-339380339380Receiving a call with a54%45%46%48%-50%50%50%50%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
213157-31383138Some other type of call6%3%5%8%-5%5%5%5%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
74266821-1501721501721 TYPE EXPERIENCED21%24%22%25%-22%22%22%22%
78245514-1401541401542 TYPES EXPERIENCED22%22%17%17%-21%20%21%20%
Page 39
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base; ** very small base (under 30) ineligible for sig testing
Table 4
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
369101307107-664771664771Unweighted Base349109*31386*-**682767682767Weighted Base
97246926-1591851591853 TYPES EXPERIENCED28%22%22%30%-23%24%23%24%
11-91-192019204 TYPES EXPERIENCED3%-3%1%-3%3%3%3%
2597420163-468530468530ANY UNSOLICITED CALLS74%68%64%73%-69%69%69%69%(LANDLINE)
903511223-214237214237None26%32%36%27%-31%31%31%31%
2.1701.9692.0932.105-2.0982.0992.0982.099Av number of issues0.8930.8240.9280.914-0.9010.9020.9010.902Standard Deviation0.0030.0100.0040.011-0.0020.0020.0020.002Error Variance
Page 40
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base; ** very small base (under 30) ineligible for sig testing
Table 4
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
39864040728862963574431045550295298324771Unweighted Base43767344632166166973528647151*271275330767Weighted Base
13323413811223023426112314914116116110272Receiving a silent call30%35%31%35%35%35%35%43%e32%28%43%e42%e33%36%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
22037022717136236941018224429172173169422Receiving a "live sales\50%55%51%53%55%55%56%63%ae52%56%63%ae63%ae51%55%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
21134321316433634336216321525154157155380Receiving a call with a48%51%48%51%51%51%49%57%e46%48%57%e57%e47%50%'recorded message'. That
is when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
183319183133381920219191538Some other type of call4%5%4%6%5%5%5%7%4%3%7%7%5%5%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
98145986214214416260105105859691721 TYPE EXPERIENCED22%22%22%19%22%21%22%21%22%20%21%21%21%22%
Page 41
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 4
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
39864040728862963574431045550295298324771Unweighted Base43767344632166166973528647151*271275330767Weighted Base
8013684691311361516891126364611542 TYPES EXPERIENCED18%20%19%22%20%20%21%24%19%23%23%23%18%20%
94164967516416417685101118080741853 TYPES EXPERIENCED22%24%21%23%25%24%24%30%21%21%30%29%22%24%
101811101618209101999204 TYPES EXPERIENCED2%3%2%3%2%3%3%3%2%1%3%3%3%3%
28246228921645346250922230634210212213530ANY UNSOLICITED CALLS65%69%65%67%69%69%69%77%ae65%66%77%ae77%ae64%69%(LANDLINE)
15521115810520820822665165186263117237None36%31%35%33%31%31%31%23%35%bcf34%23%23%36%bcf31%
2.0612.1172.0652.1512.1182.1202.1052.1972.0512.0482.1972.1892.1082.099Av number of issues0.9090.8990.9040.8930.8960.8980.9000.8850.8940.8500.8940.8940.9140.902Standard Deviation0.0030.0020.0030.0040.0020.0020.0020.0030.0030.0230.0040.0030.0040.002Error Variance
Page 42
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 4
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
7363916937041826243451297281313300532590771Unweighted Base7**38*42*186380430282422507107*272306323530589767Weighted Base
326268922422612522824773272272139272272272Receiving a silent call37%67%61%48%59%acgi53%45%54%c49%68%abcgi100%abcdf89%abcf43%51%46%36%- this means the person
lghijklmnghijklmanswering the call hearsnsilence, if a recorded
message was heard,please do not count thisas a silent call.
6262913129330719742242277228244220422422422Receiving a "live sales\82%70%69%71%77%71%70%100%abcde83%acij72%84%acijl80%c68%80%acij72%55%marketing call" - this
fgijklmnlis where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling
6303313638038016929331876224236194380380380Receiving a call with a82%79%78%73%ci100%abcde88%abcd60%69%63%71%82%abcgh77%acgi60%72%cgi65%50%'recorded message'. That
fghijlmnfghiliis when you answer yourlandline phone you heara recorded messagerather than someone onthe end of the line.
338381430321926329262620383838Some other type of call44%100%abcde90%abcd8%8%8%7%6%6%8%9%9%6%7%6%5%that you didn't want or
fghijklefghijkask for - for example almarket research call
Page 43
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 4
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
7363916937041826243451297281313300532590771Unweighted Base7**38*42*186380430282422507107*272306323530589767Weighted Base
SUMMARY CODES
-552455676396117121524761711711721 TYPE EXPERIENCED-13%12%13%15%e16%de22%de23%dek23%dejkl12%6%8%24%dek32%defgh29%defjk22%
ijkll
3474312312568126138225665771541541542 TYPES EXPERIENCED38%11%16%23%32%de29%24%30%27%21%21%21%24%29%26%20%
1997518218390181182481811821001851851853 TYPES EXPERIENCED7%24%22%40%48%abcgi43%ac32%43%aci36%45%67%abcfg59%abcgh31%35%31%24%
mhijklmnijklmn
320209202010202082020112020204 TYPES EXPERIENCED37%52%abcde47%abcde5%5%5%4%5%4%8%7%6%3%4%3%3%
fghijklfghijkl
6384115138039523242245791272291264530530530ANY UNSOLICITED CALLS82%100%97%81%100%acdfg92%cil82%100%acdfg90%cil85%100%acdfg95%cfil82%100%acdfg90%cil69%(LANDLINE)
ijlmijlmijlmijlm
1-135-3550-5016-1659-59237None18%-3%behk19%abdegh-8%behk18%abdegh-10%behk15%bdehk-5%behk18%abdegh-10%behk31%
jkjkjk
2.9943.158abc3.079abc2.460abc2.439abc2.395abc2.2062.296ab2.2292.575abc2.755abc2.680abc2.1752.1002.1002.099Av number of issuesdefghijkdghijklgigighijklghijkl
1.0481.0741.0780.8320.8020.8250.8950.8710.8820.8410.6670.7210.8990.9020.9020.902Standard Deviation0.1830.0320.0310.0050.0020.0020.0040.0020.0020.0090.0020.0020.0030.0020.0020.002Error Variance
Page 44
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A Thinking about the following issues related to your home landline phone, please tell me whether they have happened to you personally in the last 4 weeks?Base: All who have landline phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 5
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
105719410057826254433636206164370Unweighted Base79*81*109*110*41*63*75*72*51*43*36*207173380Weighted Base
1474128221-10717Listen to the full2%5%7%4%2%3%11%3%4%3%-5%4%5%message before hanging
up
2419232881819189912524294Listen to some of the30%23%21%25%21%29%25%26%18%21%32%25%24%25%message before hanging
up
5459797832434851393224145124269Hang up immediately, as68%72%72%71%78%68%64%71%78%76%68%70%72%71%soon as I realise it is
a recorded message
SUMMARY CODE
2523313292027211110126249111LISTEN TO ANY OF MESSAGE32%28%28%29%22%32%36%29%22%24%32%30%28%29%
Page 45
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai What do you usually do when you receive these recorded message calls on your landline?Base: All that have received recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base
Table 5
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
14244628678292293771961748071219370Unweighted Base4**26**36*31374*30629189*17120968*78*234380Weighted Base
-2114215125710311317Listen to the full-9%2%5%3%5%4%6%4%5%4%1%6%5%message before hanging
up
-688017777123435110216494Listen to some of the-21%21%26%23%25%24%26%25%24%14%26%27%25%message before hanging
up
4182821855214209611211485556157269Hang up immediately, as100%69%77%70%74%70%72%68%71%71%82%72%67%71%soon as I realise it is
a recorded message
SUMMARY CODE
-8894199283285061132177111LISTEN TO ANY OF MESSAGE-31%23%30%26%30%28%32%29%29%18%28%33%29%
Page 46
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai What do you usually do when you receive these recorded message calls on your landline?Base: All that have received recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 5
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
144624234324323526374917370Unweighted Base4**36*26**25**56*33**35**38*27**33*48*17**380Weighted Base
-1225--1221117Listen to the full-2%9%8%9%--2%8%7%2%6%5%message before hanging
up
-86415711128108694Listen to some of the-21%21%18%27%20%31%31%28%32%16%34%25%message before hanging
up
42818193626242617204010269Hang up immediately, as100%77%69%75%65%80%69%67%64%61%82%60%71%soon as I realise it is
a recorded message
SUMMARY CODE
-8862071113101397111LISTEN TO ANY OF MESSAGE-23%31%25%35%20%31%33%36%39%18%40%29%
Page 47
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai What do you usually do when you receive these recorded message calls on your landline?Base: All that have received recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 5
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
1944613750-320370320370Unweighted Base18949*14341*-**339380339380Weighted Base
33101-16171617Listen to the full2%6%7%3%-5%5%5%5%message before hanging
up
56103312-82948294Listen to some of the30%20%23%29%-24%25%24%25%message before hanging
up
1303610028-241269241269Hang up immediately, as69%74%70%68%-71%71%71%71%soon as I realise it is
a recorded message
SUMMARY CODE
59134313-9811198111LISTEN TO ANY OF MESSAGE31%26%30%32%-29%29%29%29%
Page 48
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai What do you usually do when you receive these recorded message calls on your landline?Base: All that have received recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base; ** very small base (under 30) ineligible for sig testing
Table 5
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
18532119014131732135817220322163165148370Unweighted Base21134321316433634336216321525**154157155380Weighted Base
121610101616162141111217Listen to the full6%5%5%6%5%5%4%1%7%4%1%1%7%bc5%message before hanging
up
498256387982924750747473494Listen to some of the23%24%26%23%23%24%26%29%23%28%30%30%22%25%message before hanging
up
15124514711624124525411515117106108109269Hang up immediately, as71%71%69%71%72%71%70%70%70%67%69%69%70%71%soon as I realise it is
a recorded message
SUMMARY CODE
60986648959810949648484846111LISTEN TO ANY OF MESSAGE29%29%31%29%28%29%30%30%30%33%31%31%30%29%
Page 49
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai What do you usually do when you receive these recorded message calls on your landline?Base: All that have received recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m** very small base (under 30) ineligible for sig testing
Table 5
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6272912137037014829231167224235172370370370Unweighted Base6**30**33**13638038016929331876*224236194380380380Weighted Base
-113171741011-887171717Listen to the full-4%4%3%5%5%2%3%3%-4%3%4%5%5%5%message before hanging
up
2101129949435697618566043949494Listen to some of the32%35%35%21%25%25%21%24%24%23%25%25%22%25%25%25%message before hanging
up
4182010426926913021423158160168144269269269Hang up immediately, as68%61%61%77%71%71%77%73%73%77%71%71%74%71%71%71%soon as I realise it is
a recorded message
SUMMARY CODE
212133211111139798718646750111111111LISTEN TO ANY OF MESSAGE32%39%39%23%29%29%23%27%27%23%29%29%26%29%29%29%
Page 50
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai What do you usually do when you receive these recorded message calls on your landline?Base: All that have received recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 6
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
3119273014282115108115948107Unweighted Base25**23**31**32**9**20**27**21**11**10**12**62*49*111*Weighted Base
2219202861624169810543589Telling you about a86%83%66%88%68%80%87%76%80%80%86%88%71%81%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
3776134712471623Telling you a company13%32%22%18%14%16%16%33%8%20%38%11%33%21%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
534-12321116511Telling you about a18%11%13%-14%11%10%10%8%12%6%10%9%10%competition
3483132434-8917Reminding you of an11%17%25%8%12%14%6%18%28%41%-13%18%15%appointment (e.g.
dentist or doctor'sappointment)
111-111----212Other type2%5%2%-7%3%4%----3%1%2%
SUMMARY CODES
2221303271825211110115945104ANY INC. APPOINTMENT86%91%98%98%82%90%91%100%100%100%95%95%92%94%REMINDERS
2220243171725209811564196ANY EXC. APPOINTMENT86%86%79%96%75%83%91%94%80%80%95%90%84%87%REMINDERS
31-1211---1235Can't Remember14%3%-2%18%7%5%---5%3%6%4%
Page 51
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii In the last 4 weeks, which of the following types of recorded message have you received on your landline?Base: All that have listened to recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 6
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
-71387208784235849172070107Unweighted Base-**8**8**94*19**92*83*28**50*61*13**21**77*111*Weighted Base
-777618716921424710196189Telling you about a-85%80%80%96%77%83%73%84%78%77%87%80%81%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
--122-23185716341623Telling you a company--8%24%-25%22%17%14%26%20%21%21%21%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
--1101101013831711Telling you about a--7%11%7%11%12%4%7%12%23%6%9%10%competition
--116215116611211417Reminding you of an--8%17%9%17%14%20%11%19%14%6%18%15%appointment (e.g.
dentist or doctor'sappointment)
--12122-111-22Other type--7%2%3%2%3%-2%2%5%-2%2%
SUMMARY CODES
-7889198576284559122171104ANY INC. APPOINTMENT-85%95%95%100%93%93%98%91%97%96%97%93%94%REMINDERS
-778218787323435310206796ANY EXC. APPOINTMENT-85%87%87%96%85%89%82%87%87%82%91%87%87%REMINDERS
-1*3-54141*145Can't Remember-15%5%3%-5%5%2%8%1%4%3%5%4%
Page 52
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii In the last 4 weeks, which of the following types of recorded message have you received on your landline?Base: All that have listened to recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 6
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
-13761549121014107107Unweighted Base-**8**8**6**20**7**11**13**10**13**9**7**111*Weighted Base
-7761939109117389Telling you about a-80%85%88%94%43%78%80%88%90%76%48%81%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
-1-12223182223Telling you a company-8%-14%11%25%18%25%12%63%21%23%21%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
-1-12-1222-211Telling you about a-7%-14%8%-8%12%18%15%-25%10%competition
-1-15222-22117Reminding you of an-8%-14%24%32%20%13%-15%18%17%15%appointment (e.g.
dentist or doctor'sappointment)
-1-----1---12Other type-7%-----9%---9%2%
SUMMARY CODES
-8761971111101395104ANY INC. APPOINTMENT-95%85%88%94%100%100%86%100%100%100%81%94%REMINDERS
-776194101010128496ANY EXC. APPOINTMENT-87%85%88%94%68%88%80%100%95%87%64%87%REMINDERS
-*111--1---15Can't Remember-5%15%12%6%--4%---9%4%
Page 53
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii In the last 4 weeks, which of the following types of recorded message have you received on your landline?Base: All that have listened to recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 6
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
60123917-9010790107Unweighted Base59*13*43*13**-**98*111*98*111*Weighted Base
4510379-80898089Telling you about a77%76%87%73%-82%81%82%81%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
13562-21232123Telling you a company21%40%14%14%-22%21%22%21%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
7143-811811Telling you about a11%7%10%24%-8%10%8%10%competition
12151-16171617Reminding you of an20%7%12%10%-16%15%16%15%appointment (e.g.
dentist or doctor'sappointment)
2--1-1212Other type4%--10%-1%2%1%2%
SUMMARY CODES
55124112-9210492104ANY INC. APPOINTMENT93%91%97%92%-94%94%94%94%REMINDERS
49123811-86968696ANY EXC. APPOINTMENT83%91%90%82%-88%87%88%87%REMINDERS
211*-4545Can't Remember4%9%3%3%-4%4%4%4%
Page 54
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii In the last 4 weeks, which of the following types of recorded message have you received on your landline?Base: All that have listened to recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base; ** very small base (under 30) ineligible for sig testing
Table 6
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
51905742899010552576515142107Unweighted Base60*98*66*48*95*98*109*49*64*8**48*48*46*111*Weighted Base
497954407779873952539393989Telling you about a81%81%82%84%81%81%80%79%82%66%81%81%85%81%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
1322149192223813277723Telling you a company22%22%21%18%20%22%21%17%20%20%15%15%14%21%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
4108210101136133411Telling you about a7%10%12%4%10%10%10%5%10%13%5%5%9%10%competition
101512616151788288717Reminding you of an17%16%18%13%17%16%16%16%12%20%17%17%16%15%appointment (e.g.
dentist or doctor'sappointment)
-1-1-122--22-2Other type-1%-3%-1%2%5%--5%5%-2%
SUMMARY CODES
59946545929410245618444445104ANY INC. APPOINTMENT98%96%98%95%97%96%94%91%96%100%91%91%97%94%REMINDERS
548760428487944058839394196ANY EXC. APPOINTMENT90%88%92%89%89%88%87%82%91%100%82%82%89%87%REMINDERS
131133522-2215Can't Remember2%3%2%3%3%3%4%5%4%-5%5%3%4%
Page 55
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii In the last 4 weeks, which of the following types of recorded message have you received on your landline?Base: All that have listened to recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 6
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
210112710710733798516666844107107107Unweighted Base2**12**13**32**111*111*39**79*87*18**64*67*50*111*111*111*Weighted Base
2121329898935667416535644898989Telling you about a100%100%100%90%81%81%89%84%86%90%82%83%88%81%81%81%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
1111223231322228171915232323Telling you a company45%7%7%38%21%21%33%29%26%42%26%28%30%21%21%21%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
11161111610105996111111Telling you about a45%13%12%17%10%10%14%13%11%26%14%14%11%10%10%10%competition
1116171781012710109171717Reminding you of an45%7%7%18%15%15%20%13%13%41%16%15%19%15%15%15%appointment (e.g.
dentist or doctor'sappointment)
----22-11-22-222Other type----2%2%-2%1%-3%3%-2%2%2%
SUMMARY CODES
212133110410438758317606349104104104ANY INC. APPOINTMENT100%100%100%98%94%94%97%96%96%96%93%94%98%94%94%94%REMINDERS
2121331969636728017586148969696ANY EXC. APPOINTMENT100%100%100%98%87%87%94%91%92%96%90%91%95%87%87%87%REMINDERS
---1551331331555Can't Remember---2%4%4%3%4%3%4%5%4%2%4%4%4%
Page 56
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii In the last 4 weeks, which of the following types of recorded message have you received on your landline?Base: All that have listened to recorded messages on their landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 7
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
2936553641417283135277977156Receiving a silent call9%16%18%m16%5%12%11%16%i19%i16%i18%i14%15%14%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
6772109707176363556845176142318Receiving a sales\22%32%35%m30%8%14%40%hi35%hi34%hi31%hi30%hi32%27%30%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
6675866611203566536840154139293Receiving a "live sales\21%33%m28%29%12%17%22%37%hi33%hi31%hi27%i28%26%27%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
555787667203457516333140124264Receiving a call with a18%25%28%m28%m7%17%22%i32%hi32%hi29%i22%i25%24%25%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 57
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 7
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
22441213-5-7512Some other type of call1%1%1%2%1%1%1%2%-2%-1%1%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
51394538620332828302886871731 TYPE EXPERIENCED17%17%14%17%7%17%21%i15%18%14%19%i15%17%16%
23283015241927161895738952 TYPES EXPERIENCED7%12%10%6%2%3%12%15%hi10%8%6%10%7%9%
2121253836172522221048561043 TYPES EXPERIENCED7%9%8%16%km3%5%11%14%i13%i10%6%9%11%10%
14214014377121627185238894 TYPES EXPERIENCED4%9%13%m6%3%6%5%7%10%12%i12%9%7%8%
11010914010614367694829764243220464ANY UNSOLICITED CALLS35%48%m45%46%15%31%i48%hi52%hi51%hi44%i43%i44%42%43%(MOBILE)
201118169125788381867912286310304613None65%l52%55%54%85%cdefgh69%efg52%48%49%56%57%56%58%57%
1.9992.2282.435m2.2822.1441.9861.9752.2972.3092.4692.2672.2842.2102.249Av number of issues1.1181.1371.2131.1231.2281.2241.0241.0921.1421.2001.2801.1671.1541.161Standard Deviation0.0090.0140.0130.0140.0720.0310.0170.0160.0180.0160.0240.0060.0070.003Error Variance
Page 58
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 7
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
31216125311251045248108174494156Receiving a silent call11%22%18%14%15%14%14%16%10%18%e10%14%16%14%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
61928264722462121061062124085192318Receiving a sales\23%36%31%29%34%28%29%32%23%35%e23%27%33%30%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
82022243612321891041001923577181293Receiving a "live sales\31%37%24%27%29%27%25%31%21%32%e20%24%31%c27%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
520162235221216896781863165169264Receiving a call with a20%37%18%25%25%24%23%28%17%31%e18%21%29%c25%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 59
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 7
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
---12-1212-47111012Some other type of call---1%-1%2%-1%1%**2%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
312141444013310964611122750961731 TYPE EXPERIENCED11%23%16%16%19%15%15%19%13%18%15%16%16%16%
3278327696432365992858952 TYPES EXPERIENCED13%5%8%9%13%8%9%9%8%10%5%9%10%9%
266891886683635691327641043 TYPES EXPERIENCED10%12%7%10%9%10%9%11%7%11%8%8%11%10%
19971177258312564102257894 TYPES EXPERIENCED5%16%10%8%8%8%8%9%5%11%e6%7%10%8%
9303738810236230116215730759127278464ANY UNSOLICITED CALLS38%56%40%43%48%42%41%48%33%50%e34%40%47%c43%(MOBILE)
152455520109504439174312302115189310613None62%44%60%57%52%58%59%52%67%d50%66%a60%53%57%
2.2192.3722.2642.2392.1222.2852.2722.2062.1472.3012.1062.1572.3212.249Av number of issues1.0501.3061.2221.1491.1141.1721.1631.1581.1091.1841.1691.1331.1691.161Standard Deviation0.0420.0590.0440.0040.0120.0040.0050.0090.0070.0050.0200.0110.0050.003Error Variance
Page 60
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 7
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
316121517122371013244156Receiving a silent call11%18%22%18%10%9%22%e7%14%16%19%11%14%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
6281923454236271926379318Receiving a sales\23%31%36%27%28%30%34%26%27%32%29%27%30%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
82220193132352022324110293Receiving a "live sales\31%24%37%22%19%23%34%19%31%39%eh33%28%27%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
5162022263729242023339264Receiving a call with a20%18%37%h26%16%27%28%23%28%27%26%26%25%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 61
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 7
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
---34-1--21-12Some other type of call---4%3%-1%--2%1%-1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
3141213232222168151951731 TYPE EXPERIENCED11%16%23%15%14%16%21%15%11%18%15%16%16%
3727811512713144952 TYPES EXPERIENCED13%8%5%8%5%8%5%12%10%16%11%11%9%
26661215105762161043 TYPES EXPERIENCED10%7%12%7%8%11%10%5%10%7%16%18%10%
1998129155787-894 TYPES EXPERIENCED5%10%16%10%7%6%14%5%10%10%5%-8%
93730355657533929436016464ANY UNSOLICITED CALLS38%40%56%41%34%41%51%38%41%52%48%45%43%(MOBILE)
1555245210682516442396519613None62%60%44%59%66%59%49%62%59%48%52%55%57%
2.2192.2642.3722.3702.2172.1722.3432.0182.4472.2332.2462.0522.249Av number of issues1.0501.2221.3061.2731.2061.1211.2871.0671.1381.2001.0290.8951.161Standard Deviation0.0420.0440.0590.0520.0310.0270.0330.0340.0460.0350.0190.0530.003Error Variance
Page 62
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 7
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
523168-49107107156156Receiving a silent call10%21%17%-18%e16%e14%e16%e14%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
13250126-101217217318318Receiving a sales\27%33%32%-36%e32%e28%e33%e30%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
13145114-82211211293293Receiving a "live sales\26%30%29%-29%e31%e28%e31%e27%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
10943111-78186186264264Receiving a call with a22%29%28%-28%e27%e24%e28%e25%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 63
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 7
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
216-4771212Some other type of call*1%1%-2%1%1%1%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
852562-541191191731731 TYPE EXPERIENCED17%16%16%-20%e17%e15%e18%e16%
371340-27696995952 TYPES EXPERIENCED7%9%10%-10%e10%e9%e10%e9%
471737-3272721041043 TYPES EXPERIENCED10%11%9%-12%e11%e9%e11%e10%
301742-28616189894 TYPES EXPERIENCED6%11%10%-10%e9%e8%e9%e8%
20072181-140323323464464ANY UNSOLICITED CALLS40%48%46%-51%e47%e42%e48%e43%(MOBILE)
2957821586137359444496613None60%52%54%100%abcd49%53%58%52%57%
2.1292.3662.337-2.2372.2542.2542.2492.249Av number of issues1.1411.1891.184-1.1651.1601.1601.1611.161Standard Deviation0.0070.0230.008-0.0100.0040.0040.0030.003Error Variance
Page 64
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 7
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
9714311278141140145431036404072156Receiving a silent call16%16%17%18%16%16%15%10%17%bcf10%10%10%17%b14%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
2153042331653032992991071921999101136318Receiving a sales\36%33%36%38%34%33%30%26%32%32%26%26%32%30%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
187273203142266265281105179229697125293Receiving a "live sales\31%30%32%33%30%30%28%25%30%37%25%25%29%27%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
16924519212224023925089168178384117264Receiving a call with a28%27%30%28%27%27%25%22%28%28%22%22%27%25%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 65
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 7
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
6121051212927-22612Some other type of call1%1%2%1%1%1%1%1%1%-1%1%1%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
10415210673151148164729596970661731 TYPE EXPERIENCED17%17%17%17%17%16%16%17%16%15%18%18%15%16%
6088664886888830607272742952 TYPES EXPERIENCED10%10%10%11%10%10%9%7%10%11%7%7%10%9%
709974519998973664103435411043 TYPES EXPERIENCED12%11%12%12%11%11%10%9%11%17%9%9%9%10%
5786704783828625592222245894 TYPES EXPERIENCED10%9%11%11%9%9%9%6%10%4%6%6%10%8%
29442731821942141743716428028154156194464ANY UNSOLICITED CALLS49%46%50%50%47%46%44%40%46%47%40%40%45%43%(MOBILE)
30549632121647848056124832331232234234613None51%54%50%50%53%54%56%60%54%53%60%60%55%57%
2.2932.2892.3542.3372.2862.2862.2532.1062.3232.2372.0802.0832.3452.249Av number of issues1.1621.1621.1741.1621.1611.1571.1681.1491.1611.0031.1471.1451.1831.161Standard Deviation0.0050.0030.0050.0070.0030.0030.0030.0080.0050.0420.0090.0090.0080.003Error Variance
Page 66
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 7
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
391012276130140771481567315615691156156Receiving a silent call29%23%21%46%abceg20%26%b35%abghj18%23%100%abcde27%b44%abceg34%abghk17%21%14%- this means the person
hijkmkghijklmnhjkmanswering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
61519189146235318151318127111180318182318318Receiving a sales\56%41%42%72%abdeg38%46%bh78%abcde36%50%bhk81%abcde41%51%bhk69%abdeg34%44%b30%marketing text message
hjkmnghjkmnghjkmnhjkmnto which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
7141817812620929315429311786148293171293293Receiving a "live sales\60%37%39%67%abdeg33%41%b72%abdeg37%46%behk75%abdeg32%42%b63%abdeg32%40%b27%marketing call" - this
hjkmnhjkmnhjkmnhjkmnis where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
Page 67
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 7
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
8142026413626422013123612289153264151264264Receiving a call with a69%38%43%100%abcde36%52%abegh54%abdeg31%37%b78%abcde33%43%bh57%abdeg28%36%b25%'recorded message'. That
fghijkmnkhkghijkmnhkis when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
12312861276103341261212Some other type of call100%9%abde25%abcdef3%2%2%2%1%2%2%1%1%3%1%2%1%that you didn't want or
ghghijklask for - for example amarket research call
SUMMARY CODES
35837507112372141103441173931731731 TYPE EXPERIENCED24%13%17%14%13%14%30%bdefh17%f22%defjk6%13%11%37%abdef18%f24%defjk16%
jklghjklnl
123494468904894123033955695952 TYPES EXPERIENCED8%4%6%18%bdf11%13%22%abdef11%15%7%11%9%21%abdefh11%13%9%
ghjkjk
28987529210349103473561104621041043 TYPES EXPERIENCED15%22%20%33%abcde14%18%b25%abegh12%16%30%abdeg13%17%22%abehk12%14%10%
ghjkkhjk
437894789894989863886895089894 TYPES EXPERIENCED37%9%15%34%abceg12%18%b22%abghk12%14%55%abcde14%24%abegh19%abh9%12%8%
hijknghijklmnk
122029264194322407220429156139222464264464464ANY UNSOLICITED CALLS100%54%62%100%abdeg51%63%behk100%abdeg52%68%behk100%abdeg51%63%behk100%abdeg50%64%behk43%(MOBILE)
hjkmnhjkmnhjkmnhjkmn
-1818-186186-203203-133133-266266613None-46%cfil38%cfil-49%acdfgi37%cfil-48%acdfgi32%cfil-49%acdfgi37%cfil-50%acdfgi36%cfil57%
jljljljl
Page 68
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 7
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
3.1412.7692.7402.884abc2.5262.639abc2.4052.3662.3403.370abc2.596ac2.886abc2.2492.2822.2492.249Av number of issuesghikgdeghijklghik
1.4971.2861.3001.0541.1451.1251.1471.1791.1530.8941.1741.1391.1611.1581.1611.161Standard Deviation0.2040.0870.0650.0050.0080.0040.0030.0070.0030.0060.0110.0060.0030.0060.0030.003Error Variance
Page 69
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 8
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
32420022918180117119140140193145499435934Unweighted Base25121627921355*87*142168154212140498462959Weighted Base
2936553641417283135277977156Receiving a silent call11%17%20%17%8%16%12%17%20%17%19%16%17%16%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
6772109707176363556845176142318Receiving a sales\27%34%39%m33%13%20%44%hi38%hi35%i32%i32%i35%31%33%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
6675866611203566536840154139293Receiving a "live sales\26%35%31%31%19%23%25%39%hi34%32%29%31%30%31%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
555787667203457516333140124264Receiving a call with a22%26%31%31%12%23%24%34%i33%i29%i23%28%27%28%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 70
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base
Table 8
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
32420022918180117119140140193145499435934Unweighted Base25121627921355*87*142168154212140498462959Weighted Base
22441213-5-7512Some other type of call1%1%1%2%2%2%1%2%-2%-1%1%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
51394538620332828302886871731 TYPE EXPERIENCED20%18%16%18%11%23%23%17%18%14%20%17%19%18%
23283015241927161895738952 TYPES EXPERIENCED9%13%11%7%4%5%13%16%11%8%6%11%8%10%
2121253836172522221048561043 TYPES EXPERIENCED8%10%9%18%m5%6%12%15%14%10%7%10%12%11%
14214014377121627185238894 TYPES EXPERIENCED6%10%14%m6%5%8%5%7%10%13%13%10%8%9%
11010914010614367694829764243220464ANY UNSOLICITED CALLS44%50%50%50%25%42%54%i56%i53%i45%i46%i49%48%48%(MOBILE)
142107140107415166737211676254241496None56%50%50%50%75%cdefg58%46%44%47%55%54%51%52%52%
1.9992.2282.435m2.2822.1441.9861.9752.2972.3092.4692.2672.2842.2102.249Av number of issues1.1181.1371.2131.1231.2281.2241.0241.0921.1421.2001.2801.1671.1541.161Standard Deviation0.0090.0140.0130.0140.0720.0310.0170.0160.0180.0160.0240.0060.0070.003Error Variance
Page 71
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base
Table 8
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
614775751187747632302441493149281504934Unweighted Base23*49*73*815180779636323380579130291538959Weighted Base
31216125311251045248108174494156Receiving a silent call12%24%22%15%17%16%16%16%13%19%13%15%17%16%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
61928264722462121061062124085192318Receiving a sales\24%40%39%32%40%32%33%33%28%37%e31%29%36%33%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
82022243612321891041001923577181293Receiving a "live sales\33%41%30%30%34%30%30%32%26%33%27%26%34%31%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
520162235221216896781863165169264Receiving a call with a20%41%23%27%29%27%26%30%20%32%e24%22%31%28%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 72
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 8
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
614775751187747632302441493149281504934Unweighted Base23*49*73*815180779636323380579130291538959Weighted Base
---12-1212-47111012Some other type of call---1%-1%2%-1%1%1%*2%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
312141444013310964611122750961731 TYPE EXPERIENCED11%26%20%18%22%17%17%20%16%19%21%17%18%18%
3278327696432365992858952 TYPES EXPERIENCED14%5%10%10%15%9%10%10%10%10%7%10%11%10%
266891886683635691327641043 TYPES EXPERIENCED10%13%9%11%10%11%11%11%9%12%10%9%12%11%
19971177258312564102257894 TYPES EXPERIENCED5%18%12%9%10%9%9%10%7%11%8%7%11%9%
9303738810236230116215730759127278464ANY UNSOLICITED CALLS40%61%50%48%57%46%47%50%41%53%e45%43%52%48%(MOBILE)
1419364277841833516122327371164260496None60%39%50%52%43%54%53%50%59%d47%55%57%48%52%
2.2192.3722.2642.2392.1222.2852.2722.2062.1472.3012.1062.1572.3212.249Av number of issues1.0501.3061.2221.1491.1141.1721.1631.1581.1091.1841.1691.1331.1691.161Standard Deviation0.0420.0590.0440.0040.0120.0040.0050.0090.0070.0050.0200.0110.0050.003Error Variance
Page 73
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 8
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
617547741201088783637511031934Unweighted Base23*73*49*79*143123*92*92*64*73*118*31**959Weighted Base
316121517122371013244156Receiving a silent call12%22%24%19%12%10%25%e8%16%18%20%13%16%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
6281923454236271926379318Receiving a sales\24%39%40%30%32%34%39%29%30%35%31%30%33%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
82220193132352022324110293Receiving a "live sales\33%30%41%24%22%26%38%22%35%44%eh35%31%31%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
5162022263729242023339264Receiving a call with a20%23%41%h28%18%30%32%26%32%31%28%29%28%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 74
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 8
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
617547741201088783637511031934Unweighted Base23*73*49*79*143123*92*92*64*73*118*31**959Weighted Base
---34-1--21-12Some other type of call---4%3%-1%--3%1%-1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
3141213232222168151951731 TYPE EXPERIENCED11%20%26%16%16%18%24%17%12%21%16%18%18%
3727811512713144952 TYPES EXPERIENCED14%10%5%9%6%9%6%13%12%18%12%12%10%
26661215105762161043 TYPES EXPERIENCED10%9%13%8%9%12%11%6%11%8%18%20%11%
1998129155787-894 TYPES EXPERIENCED5%12%18%11%8%7%16%6%11%11%6%-9%
93730355657533929436016464ANY UNSOLICITED CALLS40%50%61%45%39%46%58%42%46%59%51%50%48%(MOBILE)
143619448766395434305716496None60%50%39%55%61%54%42%58%54%41%49%50%52%
2.2192.2642.3722.3702.2172.1722.3432.0182.4472.2332.2462.0522.249Av number of issues1.0501.2221.3061.2731.2061.1211.2871.0671.1381.2001.0290.8951.161Standard Deviation0.0420.0440.0590.0520.0310.0270.0330.0340.0460.0350.0190.0530.003Error Variance
Page 75
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 8
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
431125348-270664664934934Unweighted Base427140363-**278682682959959Weighted Base
523168-49107107156156Receiving a silent call12%22%19%-18%16%16%16%16%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
13250126-101217217318318Receiving a sales\31%36%35%-36%32%32%33%33%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
13145114-82211211293293Receiving a "live sales\31%32%31%-29%31%31%31%31%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
10943111-78186186264264Receiving a call with a26%31%30%-28%27%27%28%28%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 76
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e** very small base (under 30) ineligible for sig testing
Table 8
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
431125348-270664664934934Unweighted Base427140363-**278682682959959Weighted Base
216-4771212Some other type of call1%1%2%-2%1%1%1%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
852562-541191191731731 TYPE EXPERIENCED20%18%17%-20%17%17%18%18%
371340-27696995952 TYPES EXPERIENCED9%9%11%-10%10%10%10%10%
471737-3272721041043 TYPES EXPERIENCED11%12%10%-12%11%11%11%11%
301742-28616189894 TYPES EXPERIENCED7%12%11%-10%9%9%9%9%
20072181-140323323464464ANY UNSOLICITED CALLS47%52%50%-51%47%47%48%48%(MOBILE)
22767182-137359359496496None53%48%50%-49%53%53%52%52%
2.1292.3662.337-2.2372.2542.2542.2492.249Av number of issues1.1411.1891.184-1.1651.1601.1601.1611.161Standard Deviation0.0070.0230.008-0.0100.0040.0040.0030.003Error Variance
Page 77
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e** very small base (under 30) ineligible for sig testing
Table 8
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
52981556637979679286836052152337341380934Unweighted Base57986261841984284088935255152*329333395959Weighted Base
9714311278141140145431036404072156Receiving a silent call17%17%18%19%17%17%16%12%19%11%12%12%18%16%- this means the person
answering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
2153042331653032992991071921999101136318Receiving a sales\37%35%38%40%36%36%34%30%35%36%30%30%34%33%marketing text message
to which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
187273203142266265281105179229697125293Receiving a "live sales\32%32%33%34%32%32%32%30%33%42%29%29%32%31%marketing call" - this
is where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
16924519212224023925089168178384117264Receiving a call with a29%28%31%29%28%28%28%25%31%32%25%25%30%28%'recorded message'. That
is when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
Page 78
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 8
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
52981556637979679286836052152337341380934Unweighted Base57986261841984284088935255152*329333395959Weighted Base
6121051212927-22612Some other type of call1%1%2%1%1%1%1%1%1%-1%1%1%1%that you didn't want or
ask for - for example amarket research call
SUMMARY CODES
10415210673151148164729596970661731 TYPE EXPERIENCED18%18%17%17%18%18%18%20%17%17%21%21%17%18%
6088664886888830607272742952 TYPES EXPERIENCED10%10%11%11%10%10%10%8%11%13%8%8%11%10%
709974519998973664103435411043 TYPES EXPERIENCED12%11%12%12%12%12%11%10%12%20%10%11%10%11%
5786704783828625592222245894 TYPES EXPERIENCED10%10%11%11%10%10%10%7%11%5%7%7%11%9%
29442731821942141743716428028154156194464ANY UNSOLICITED CALLS51%50%51%52%50%50%49%47%51%54%47%47%49%48%(MOBILE)
28543530019942142345218827124175177201496None49%50%49%48%50%50%51%53%49%46%53%53%51%52%
2.2932.2892.3542.3372.2862.2862.2532.1062.3232.2372.0802.0832.3452.249Av number of issues1.1621.1621.1741.1621.1611.1571.1681.1491.1611.0031.1471.1451.1831.161Standard Deviation0.0050.0030.0050.0070.0030.0030.0030.0080.0050.0420.0090.0090.0080.003Error Variance
Page 79
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 8
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
112835245320444382373571142237314435454647934Unweighted Base12**31**39*264339467407374584156237320464467667959Weighted Base
391012276130140771481567315615691156156Receiving a silent call29%29%25%46%abceg22%28%b35%abghk21%25%100%abcde31%bh49%abceg34%abghk20%23%16%- this means the person
hijkghijklmhijkanswering the call hearssilence, if a recordedmessage was heard,please do not count thisas a silent call.
61519189146235318151318127111180318182318318Receiving a sales\56%51%49%72%abdeg43%50%b78%abcde40%54%bhk81%abcde47%56%bhk69%abdeg39%48%b33%marketing text message
hjkghjkmghjkmhjkto which you have notopted in to receive(e.g. inviting you tomake a claim foraccident insurance orpayment protectioninsurance)
7141817812620929315429311786148293171293293Receiving a "live sales\60%46%46%67%abdeg37%45%72%abdeg41%50%bek75%abdeg36%46%63%abdeg37%44%31%marketing call" - this
hjkhjkmhjkmhjkis where there is a realperson at the end of theline who tries to sellyou something.For example, how to savemoney on your energybill, or invites you tomake a compensationclaim, such as for anaccident or paymentprotection insurancemis-selling.
Page 80
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 8
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
112835245320444382373571142237314435454647934Unweighted Base12**31**39*264339467407374584156237320464467667959Weighted Base
8142026413626422013123612289153264151264264Receiving a call with a69%47%51%100%abcde40%57%abegh54%abegh35%40%78%abcde38%48%bh57%abegh32%40%28%'recorded message'. That
fghijkmkkghijkmkis when you answer yourmobile phone you hear arecorded message ratherthan someone on the endof the line.
12312861276103341261212Some other type of call100%11%30%abcde3%2%2%2%2%2%2%1%1%3%1%2%1%that you didn't want or
fghijklask for - for example amarket research call
SUMMARY CODES
35837507112372141103441173931731731 TYPE EXPERIENCED24%17%20%14%15%15%30%bdefh19%f24%defjk6%15%13%37%abdef20%f26%defjk18%
jkllghjkll
123494468904894123033955695952 TYPES EXPERIENCED8%5%7%18%f13%15%22%abdef13%16%7%13%10%21%bdfh12%14%10%
hjk
28987529210349103473561104621041043 TYPES EXPERIENCED15%27%24%33%abcde15%20%25%abegh13%18%30%abegh15%19%22%abh13%16%11%
ghjkkk
437894789894989863886895089894 TYPES EXPERIENCED37%11%18%34%abceg14%19%b22%abh13%15%55%abcde16%27%abegh19%b11%13%9%
hijkghijklmk
122029264194322407220429156139222464264464464ANY UNSOLICITED CALLS100%66%74%100%abdeg57%69%bhk100%abdeg59%74%behk100%abdeg59%69%bhk100%abdeg56%69%behk48%(MOBILE)
hjkmhjkmhjkmhjkm
-1010-145145-155155-9898-204204496None-34%26%cfil-43%acdfgi31%cfil-41%acdfgi26%cfil-41%acfgil31%cfil-44%acdfgi31%cfil52%
jljljl
Page 81
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 8
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
112835245320444382373571142237314435454647934Unweighted Base12**31**39*264339467407374584156237320464467667959Weighted Base
3.1412.7692.7402.884abc2.5262.639abc2.4052.3662.3403.370abc2.596ac2.886abc2.2492.2822.2492.249Av number of issuesghikgdeghijklghik
1.4971.2861.3001.0541.1451.1251.1471.1791.1530.8941.1741.1391.1611.1581.1611.161Standard Deviation0.2040.0870.0650.0050.0080.0040.0030.0070.0030.0060.0110.0060.0030.0060.0030.003Error Variance
Page 82
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6B Thinking about the following issues related to your mobile phone, please tell me whether they have happened to you personally in the last 4 weeks.Base: All who have a mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 9
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
734869559262745435837136109245Unweighted Base55*57*87*66*7**20**34**57*51*63*33*140124*264Weighted Base
5223-2121326411Listen to the full8%3%2%4%-9%4%3%2%5%5%5%4%4%message before hanging
up
13201610*541491610302959Listen to some of the24%36%18%15%7%24%11%25%18%25%31%21%23%22%message before hanging
up
37356953613294141442110491195Hang up immediately, as68%61%80%81%93%67%85%71%80%70%64%74%73%74%soon as I realise it is
a recorded message
SUMMARY CODE
18221812*7516101912363369LISTEN TO ANY OF MESSAGE32%39%20%19%7%33%15%29%20%30%36%26%27%26%
Page 83
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bi You said you have received a call with a recorded message on your mobile phone. What do you usually do when you receive these recorded message calls on your mobile phone?Base: All that have received recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 9
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1319161975319215590871583362150245Unweighted Base5**20**16**22352*21216896*78*18631**65*169264Weighted Base
-31729834713711Listen to the full-16%4%3%4%4%5%3%5%4%3%4%4%4%message before hanging
up
-3352752382113464154059Listen to some of the-18%17%23%13%24%23%22%17%25%12%23%24%22%message before hanging
up
513131644315212372611342647121195Hang up immediately, as100%66%79%73%82%72%73%75%78%72%85%73%72%74%soon as I realise it is
a recorded message
SUMMARY CODE
-7359960452417525174769LISTEN TO ANY OF MESSAGE-34%21%27%18%28%27%25%22%28%15%27%28%26%
Page 84
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bi You said you have received a call with a recorded message on your mobile phone. What do you usually do when you receive these recorded message calls on your mobile phone?Base: All that have received recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 9
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
13161919232628201922319245Unweighted Base5**16**20**22**26**37**29**24**20**23**33**9**264Weighted Base
-1321---121-11Listen to the full-4%16%7%4%---7%8%3%-4%message before hanging
up
-33853912184259Listen to some of the-17%18%34%21%8%31%51%5%36%13%19%22%message before hanging
up
5131313193420121812287195Hang up immediately, as100%79%66%59%75%92%69%49%88%55%85%81%74%soon as I realise it is
a recorded message
SUMMARY CODE
-379639122105269LISTEN TO ANY OF MESSAGE-21%34%41%25%8%31%51%12%45%15%19%26%
Page 85
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bi You said you have received a call with a recorded message on your mobile phone. What do you usually do when you receive these recorded message calls on your mobile phone?Base: All that have received recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l** very small base (under 30) ineligible for sig testing
Table 9
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
10238103-76169169245245Unweighted Base109*43*111*-**78*186186264264Weighted Base
343-2991111Listen to the full3%8%2%-3%5%5%4%4%message before hanging
up
221223-2237375959Listen to some of the20%27%20%-28%20%20%22%22%message before hanging
up
842885-55140140195195Hang up immediately, as77%65%77%-70%75%75%74%74%soon as I realise it is
a recorded message
SUMMARY CODE
251525-2446466969LISTEN TO ANY OF MESSAGE23%35%23%-30%25%25%26%26%
Page 86
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bi You said you have received a call with a recorded message on your mobile phone. What do you usually do when you receive these recorded message calls on your mobile phone?Base: All that have received recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base; ** very small base (under 30) ineligible for sig testing
Table 9
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
15122317310821921723286153148182109245Unweighted Base169245192122*24023925089*16817**83*84*117*264Weighted Base
696699927122311Listen to the full4%4%3%5%4%4%4%2%4%5%2%2%2%4%message before hanging
up
335043204748561837317172459Listen to some of the19%20%22%17%20%20%22%20%22%17%20%20%20%22%message before hanging
up
130186143961841821856912413646691195Hang up immediately, as77%76%74%78%77%76%74%78%74%78%77%78%78%74%soon as I realise it is
a recorded message
SUMMARY CODE
395949265657652044419192669LISTEN TO ANY OF MESSAGE23%24%26%22%23%24%26%22%26%22%23%22%22%26%
Page 87
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bi You said you have received a call with a recorded message on your mobile phone. What do you usually do when you receive these recorded message calls on your mobile phone?Base: All that have received recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 9
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
8131824512124520311921711082141245136245245Unweighted Base8**14**20**264136264220131*236122*89*153264151264264Weighted Base
112117114663341181111Listen to the full12%6%9%4%5%4%2%4%3%2%3%3%4%5%4%4%message before hanging
up
15559295950245226173259325959Listen to some of the11%33%24%22%21%22%23%18%22%21%19%21%22%21%22%22%message before hanging
up
69131951001951661021789470117195111195195Hang up immediately, as77%61%67%74%73%74%75%78%75%77%78%76%74%74%74%74%soon as I realise it is
a recorded message
SUMMARY CODE
26769366954295829193669406969LISTEN TO ANY OF MESSAGE23%39%33%26%27%26%25%22%25%23%22%24%26%26%26%26%
Page 88
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bi You said you have received a call with a recorded message on your mobile phone. What do you usually do when you receive these recorded message calls on your mobile phone?Base: All that have received recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 10
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
211715111941291712362864Unweighted Base18**22**18**12*****7**5**16**10**19**12**36*33**69*Weighted Base
1320109*431310128272451Telling you about a71%93%56%73%100%58%68%82%100%62%70%76%73%74%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
6972-118365111424Telling you a company32%42%41%18%-9%23%52%25%32%45%29%41%35%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you..
54*--2-33114510Telling you about a26%20%3%--24%-18%31%6%5%12%16%14%competition
4451---43527714Reminding you of an21%18%30%9%---26%28%29%14%20%21%20%appointment- e.g.
dentist or doctor'sappointment
1-1--1----1112Other type5%-7%--15%----11%4%3%3%
SUMMARY CODES
16221510*5316101810333063ANY INC. APPOINTMENT92%100%85%81%100%76%68%100%100%93%84%91%90%91%REMINDERS
16221210*5315101610322860ANY EXC. APPOINTMENT92%100%67%81%100%76%68%93%100%82%84%88%84%86%REMINDERS
1-12-12--11224Can't Remember3%-8%19%-10%32%--7%5%5%7%6%
Page 89
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bii In the last 4 weeks, which of the following types of recorded message have you received on your mobile phone?Base: All that have listened to recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 10
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
-64541153432121436184064Unweighted Base-**7**3**59*9**60*45*24**17**52*5**17**47*69*Weighted Base
-7242645331810415133451Telling you about a-100%68%72%69%75%74%75%60%79%100%73%72%74%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
-2220223159420181524Telling you a company-30%52%34%17%38%33%38%26%38%32%45%31%35%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you..
--*9187336-1910Telling you about a--13%15%14%14%15%11%18%12%-5%18%14%competition
-1-13-1495311-11314Reminding you of an-16%-22%-24%21%20%16%22%-6%28%20%appointment- e.g.
dentist or doctor'sappointment
---2112-11-112Other type---4%14%2%5%-8%2%-8%2%3%
SUMMARY CODES
-7353855402315485164363ANY INC. APPOINTMENT-100%100%89%86%92%87%98%85%92%100%89%90%91%REMINDERS
-7350852382115455164060ANY EXC. APPOINTMENT-100%100%84%86%86%85%89%85%86%100%89%84%86%REMINDERS
---4-44113-144Can't Remember---7%-7%8%2%7%6%-3%8%6%
Page 90
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bii In the last 4 weeks, which of the following types of recorded message have you received on your mobile phone?Base: All that have listened to recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 10
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
-46963892105264Unweighted Base-**3**7**9**6**3**9**12**2**10**5**2**69*Weighted Base
-27343611284151Telling you about a-68%100%36%57%100%67%88%100%80%82%63%74%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
-2232-47-41-24Telling you a company-52%30%27%29%-47%57%-38%18%-35%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you..
-*-22-4--1--10Telling you about a-13%-19%31%-46%--12%--14%competition
--132-4--31-14Reminding you of an--16%32%28%-43%--33%22%-20%appointment- e.g.
dentist or doctor'sappointment
---1---1----2Other type---14%---8%----3%
SUMMARY CODES
-378538112105163ANY INC. APPOINTMENT-100%100%86%75%100%85%88%100%100%100%63%91%REMINDERS
-37653811295160ANY EXC. APPOINTMENT-100%100%63%75%100%85%88%100%89%100%63%86%REMINDERS
----2-11---14Can't Remember----25%-15%4%---37%6%
Page 91
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bii In the last 4 weeks, which of the following types of recorded message have you received on your mobile phone?Base: All that have listened to recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 10
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
241323-2143436464Unweighted Base25*15*25*-**24**46*46*69*69*Weighted Base
20921-1536365151Telling you about a82%59%83%-64%79%79%74%74%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
785-519192424Telling you a company28%50%22%-21%42%42%35%35%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you..
442-3661010Telling you about a17%24%7%-14%14%14%14%14%competition
248-410101414Reminding you of an7%28%32%-16%23%23%20%20%appointment- e.g.
dentist or doctor'sappointment
2---11122Other type9%---6%2%2%3%3%
SUMMARY CODES
221225-1944446363ANY INC. APPOINTMENT88%80%98%-80%96%96%91%91%REMINDERS
221221-1743436060ANY EXC. APPOINTMENT88%80%85%-71%94%94%86%86%REMINDERS
131-41144Can't Remember3%20%2%-15%1%1%6%6%
Page 92
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bii In the last 4 weeks, which of the following types of recorded message have you received on your mobile phone?Base: All that have listened to recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base; ** very small base (under 30) ineligible for sig testing
Table 10
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
335242235151601940418182464Unweighted Base39**59*49*26**56*57*65*20**44*4**19**19**26**69*Weighted Base
314441194243501633315152251Telling you about a80%76%82%72%74%75%77%82%74%76%81%81%83%74%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
1521219192120514144724Telling you a company38%36%42%34%33%37%31%24%32%24%19%19%25%35%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you..
3961881026122210Telling you about a8%15%13%3%14%13%15%10%14%24%11%11%7%14%competition
814117141414112-11814Reminding you of an21%24%23%27%25%25%22%3%28%-3%3%31%20%appointment- e.g.
dentist or doctor'sappointment
-11-1122--22-2Other type-2%2%-2%2%4%11%--12%12%-3%
SUMMARY CODES
365545245254591740416162663ANY INC. APPOINTMENT93%94%92%92%93%93%90%85%92%100%84%84%98%91%REMINDERS
345243214950551737416162360ANY EXC. APPOINTMENT87%88%88%80%88%88%85%85%85%100%84%84%86%86%REMINDERS
333233414-1114Can't Remember7%5%6%8%5%5%6%3%8%-3%3%2%6%
Page 93
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bii In the last 4 weeks, which of the following types of recorded message have you received on your mobile phone?Base: All that have listened to recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 10
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
26764336450295526213564376464Unweighted Base2**6**7**69*36**69*54*29**58*29**19**36*69*40*69*69*Weighted Base
15551305145254823132751345151Telling you about a47%83%71%74%84%74%83%83%82%80%70%76%74%85%74%74%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
2232414242113211361424152424Telling you a company100%31%41%35%40%35%38%44%37%47%32%40%35%39%35%35%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you..
12210510105108591051010Telling you about a47%30%26%14%13%14%18%18%16%27%28%24%14%14%14%14%competition
1221481411811971114101414Reminding you of an47%30%26%20%23%20%21%28%19%32%37%31%20%26%20%20%appointment- e.g.
dentist or doctor'sappointment
-11212-11-112122Other type-17%15%3%3%3%-3%2%-5%3%3%2%3%3%
SUMMARY CODES
25663356352285526183363386363ANY INC. APPOINTMENT100%83%85%91%96%91%95%95%94%92%92%91%91%96%91%91%REMINDERS
25660346051275426173260376060ANY EXC. APPOINTMENT100%83%85%86%93%86%93%91%92%92%86%88%86%93%86%86%REMINDERS
---4143132124144Can't Remember---6%2%6%5%2%5%8%3%6%6%2%6%6%
Page 94
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Bii In the last 4 weeks, which of the following types of recorded message have you received on your mobile phone?Base: All that have listened to recorded messages on their mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 11
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
80791069039615957514741187168355Silent Calls26%35%34%39%m43%d51%cdef37%d31%32%21%28%34%32%33%
6772109707176363556845176142318Sales/marketing texts22%32%35%m30%8%14%40%hi35%hi34%hi31%hi30%hi32%27%30%
14313015713155798998799467295266561Sales/marketing calls46%57%51%57%60%d67%cde57%54%49%43%45%53%51%52%
11610515113641718494778555279229508Recorded message37%46%49%m59%m45%60%cd54%c52%48%39%37%51%44%47%
991217796977*281947Other type3%4%4%8%8%c8%c4%5%5%3%*5%4%4%
SUMMARY CODES
61415347192532223739271021002021 TYPE EXPERIENCED20%18%17%20%21%21%21%12%23%18%18%18%19%19%
494540282018263714262194681622 TYPES EXPERIENCED16%20%13%12%22%e15%17%21%e9%12%14%17%13%15%
463557571934323134261898961943 TYPES EXPERIENCED15%15%18%25%m21%29%cd21%17%21%12%12%18%18%18%
24315136413262822282279641434 TYPES EXPERIENCED8%14%17%m16%m4%11%17%i16%i13%13%15%i14%12%13%
4266361324-145195 TYPES EXPERIENCED1%1%2%3%3%5%c1%2%2%2%-3%1%2%
184155207174649711812210912287388333720ANY UNSOLICITED CALLS59%68%67%75%m70%81%cd75%cd68%68%56%58%70%63%67%(MOBILE OR LANDLINE)
125671015425223756509562162185347None40%j29%33%24%28%19%23%31%31%43%ghi42%gh29%35%32%
2.2842.5182.622m2.6222.3532.5472.5552.6632.4942.4812.3962.5392.4832.513Mean number of mentions1.1701.2721.2231.2441.2501.1851.2461.1751.2921.2901.1721.2281.2361.231Standard Deviation0.0060.0110.0080.0100.0160.0110.0160.0140.0170.0150.0150.0040.0050.002Error Variance
Page 95
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 11
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
7263129178277264911631926180214355Silent Calls30%48%33%32%37%32%36%27%35%32%35%26%36%b33%
61928264722462121061062124085192318Sales/marketing texts23%36%31%29%34%28%29%32%23%35%e23%27%33%30%
14324447111644539716425430694136331561Sales/marketing calls57%59%48%52%55%51%54%49%54%50%54%43%56%b52%
6364442210640235914921229679111318508Recorded message26%68%jm48%46%m50%46%48%44%45%49%45%35%54%b47%
-8336938341324221092847Other type-15%j3%4%4%4%5%4%5%4%5%3%5%4%
SUMMARY CODES
581617339163132709011237541112021 TYPE EXPERIENCED20%15%17%19%19%19%18%21%19%18%21%17%19%19%
4814135401221144871913637891622 TYPES EXPERIENCED17%15%16%15%19%14%15%14%15%15%21%b12%15%15%
491516646148141539510031341301943 TYPES EXPERIENCED15%18%17%18%22%17%19%16%20%16%18%11%22%b18%
2111511427116984444981541871434 TYPES EXPERIENCED9%20%17%13%13%13%13%13%9%16%e9%13%15%13%
-5-145141541184312195 TYPES EXPERIENCED-9%jk-2%2%2%2%1%2%1%2%1%2%2%
154261603157563501219311409123169429720ANY UNSOLICITED CALLS61%77%66%66%74%65%68%65%66%67%71%b54%73%b67%(MOBILE OR LANDLINE)
911312965429323211515219549143155347None39%20%34%33%26%34%31%34%32%32%28%45%ac26%32%
2.2292.9962.4992.4882.4792.5232.5552.4172.4722.5442.3462.5012.5662.513Mean number of mentions1.0921.4151.1411.2251.1361.2571.2331.2241.2391.2261.2061.3151.2021.231Standard Deviation0.0260.0480.0190.0030.0080.0030.0030.0070.0040.0040.0100.0100.0040.002Error Variance
Page 96
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 11
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
73126334825362428364714355Silent Calls30%33%48%eg38%g30%18%35%g24%38%g43%g37%g41%33%
6281923454236271926379318Sales/marketing texts23%31%36%27%28%30%34%26%27%32%29%27%30%
144432328154624649537222561Sales/marketing calls57%48%59%37%50%39%59%gi45%68%egi64%gi57%gi65%52%
64436426753524736446219508Recorded message26%48%68%ghl49%41%38%50%l46%51%l54%l49%l54%47%
-38511141152547Other type-3%15%bdeg6%7%1%4%1%1%6%2%15%4%
SUMMARY CODES
5168143028241813162092021 TYPE EXPERIENCED20%17%15%16%19%21%24%17%18%19%16%25%19%
4148162112121519112441622 TYPES EXPERIENCED17%16%15%19%13%9%12%14%27%g13%19%10%15%
4159162216221815183361943 TYPES EXPERIENCED15%17%18%18%14%12%21%17%21%22%27%g17%18%
215119231717108141331434 TYPES EXPERIENCED9%17%20%10%14%12%17%10%11%17%10%8%13%
--516-2113-1195 TYPES EXPERIENCED--9%bgk1%3%-2%1%1%3%-4%2%
1561425510274786256629122720ANY UNSOLICITED CALLS61%66%77%g63%63%53%75%g60%78%g75%g73%g65%67%(MOBILE OR LANDLINE)
9311130586326411619348347None39%34%20%35%36%46%bcdfj25%40%22%24%27%24%32%
2.2292.4992.9962.4872.5542.3592.4882.3792.3812.6732.4282.8352.513Mean number of mentions1.0921.1411.4151.2191.3101.2931.2271.1221.0481.2880.9941.7751.231Standard Deviation0.0260.0190.0480.0290.0200.0270.0200.0220.0200.0240.0110.1170.002Error Variance
Page 97
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 11
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
166551353549271306320355Silent Calls33%37%34%41%d18%40%d40%ad33%d33%
13250126-101217217318318Sales/marketing texts27%33%32%-36%e32%e28%e33%e30%
279762094882431479513561Sales/marketing calls56%51%53%56%d29%63%ad62%ad53%d52%
242681994178389430467508Recorded message49%46%50%48%d28%57%ad56%ad49%d47%
234197435423947Other type5%3%5%8%d2%5%6%4%4%
SUMMARY CODES
94257820541281481822021 TYPE EXPERIENCED19%16%20%23%20%19%19%19%19%
80255915261221371471622 TYPES EXPERIENCED16%16%15%18%9%18%d18%d15%15%
102246923321401621721943 TYPES EXPERIENCED21%16%17%27%d12%20%d21%d18%18%
5626604261131161391434 TYPES EXPERIENCED11%18%15%4%9%17%de15%e15%e13%
11-712151618195 TYPES EXPERIENCED2%-2%1%1%2%2%2%2%
34310027363140517580658720ANY UNSOLICITED CALLS69%66%69%73%d51%76%ad76%ad69%d67%(MOBILE OR LANDLINE)
1485011923137155178292347None30%33%30%27%49%abce23%23%30%bc32%
2.4892.5622.5462.2212.2682.613d2.5722.5402.513Mean number of mentions1.2011.1861.2671.0291.2071.2471.2311.2461.231Standard Deviation0.0040.0150.0060.0140.0110.0030.0030.0020.002Error Variance
Page 98
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 11
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
18631019715330430633814620316136136146355Silent Calls31%34%31%35%34%34%34%36%34%27%35%35%34%33%
2153042331653032992991071921999101136318Sales/marketing texts36%33%36%38%34%33%30%26%32%32%26%26%32%30%
30749532323948248653923532240220222226561Sales/marketing calls51%54%51%55%54%54%54%57%53%67%57%57%53%52%
29145930722145045348320729733193195217508Recorded message49%50%48%51%50%50%48%50%49%55%50%50%51%47%
224226224042442025220201947Other type4%5%4%5%4%5%4%5%4%3%5%5%4%4%
SUMMARY CODES
1151651177516016118778113117575812021 TYPE EXPERIENCED19%18%18%17%18%18%19%19%19%18%19%19%19%19%
8214189671361401596994106768621622 TYPES EXPERIENCED14%15%14%15%15%16%16%17%16%16%17%17%14%15%
1011711057317117018283110187476781943 TYPES EXPERIENCED17%19%16%17%19%19%18%20%18%30%19%19%18%18%
9213710180135134137519054747661434 TYPES EXPERIENCED15%15%16%18%15%15%14%12%15%8%12%12%15%13%
11171211151718982997195 TYPES EXPERIENCED2%2%2%2%2%2%2%2%1%3%2%2%2%2%
40163042530561762068329041444272275293720ANY UNSOLICITED CALLS67%68%66%70%69%69%68%70%69%75%70%70%68%67%(MOBILE OR LANDLINE)
19128320912727226730511818315110111131347None32%31%33%29%30%30%31%29%30%25%29%29%31%32%
2.5572.5792.5842.6582.5832.5822.5242.5072.5362.4862.4952.4912.5672.513Mean number of mentions1.2691.2381.2651.2541.2341.2371.2311.2121.2291.0891.2231.2201.2551.231Standard Deviation0.0040.0030.0040.0060.0030.0030.0020.0050.0040.0290.0050.0050.0050.002Error Variance
Page 99
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 11
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
42627153236291200244324156272355222291355355Silent Calls36%69%58%58%62%acgi57%ac49%58%ac51%100%abcgh100%abcg100%abcg48%55%49%33%
ijklmnhijklmnhijklmn
61519189146235318151318127111180318182318318Sales/marketing texts56%41%42%72%abdeg38%46%bh78%abcde36%50%bhk81%abcde41%51%bhk69%abdeg34%44%b30%
hjkmnghjkmnghjkmnhjkmn
103037210308393336422561132236302358439561561Sales/marketing calls84%80%79%79%81%77%82%100%abcde89%abcj85%87%acj85%a77%83%77%52%
fgijklmnkl
123241264380508273307425130226291322395508508Recorded message100%85%88%gi100%abcde100%abcd100%abcd67%73%67%84%acgi83%acghi82%acghi69%74%70%47%
fghimnefghimnefghimn
12384620334123293810262729414647Other type100%100%abcd100%abcd8%9%8%6%7%6%6%9%8%6%8%6%4%
efghijklefghijkl
SUMMARY CODES
---244362787012769121081222022021 TYPE EXPERIENCED---9%d11%de12%def19%defjk16%defm20%defjk4%3%4%23%defjkl23%defjk28%defgh19%
lmnlmnmnlmnijklmn
-22397499749514694550851241621622 TYPES EXPERIENCED-4%3%15%19%f19%f18%f23%dfm23%dfm6%16%f14%18%f23%dfm22%dfm15%
14575140178102140191401091341131521941943 TYPES EXPERIENCED8%10%10%28%37%acimn35%acimn25%33%cmn30%m26%40%abcfg38%acimn24%29%27%18%
imn
47111081011411349513992871351371061431434 TYPES EXPERIENCED32%19%24%41%abcgh27%28%ab33%abgh22%22%59%abcde32%abg38%abghj30%ab20%20%13%
jkghijklmnk
Page 100
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 11
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
41519813189141921313101519195 TYPES EXPERIENCED37%40%abcde41%abcde3%4%4%2%3%3%1%5%4%2%3%3%2%
fghijklfghijkl
92836255371498397413622149262345453520720720ANY UNSOLICITED CALLS77%73%78%96%mn98%mn98%mn98%mn98%mn98%mn95%mn96%mn97%mn98%mn98%mn99%mn67%(MOBILE OR LANDLINE)
---------------347None---------------32%
4.7514.746abc4.671abc3.242abc2.986abg2.969abg2.884ab2.801a2.6963.618abc3.292abc3.329abc2.756a2.6202.5142.513Mean number of mentionsdefghijkdefghijkghijdeghijklghijkghijkll
0.9491.0981.0451.1471.1301.1331.2571.1811.1940.9361.0270.9801.2801.2241.2311.231Standard Deviation0.0820.0330.0250.0050.0030.0030.0040.0030.0020.0060.0040.0030.0040.0030.0020.002Error Variance
Page 101
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 12
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
3832132491961231531271481441971495494921041Unweighted Base294225298229851151511761592161455405051045Weighted Base
80791069039615957514741187168355Silent Calls27%35%36%39%m46%cd53%cdef39%d32%32%22%29%35%33%34%
6772109707176363556845176142318Sales/marketing texts23%32%36%m30%8%15%42%hi36%hi34%hi31%hi31%hi33%28%30%
14313015713155798998799467295266561Sales/marketing calls49%58%53%58%65%cd69%cde59%55%50%44%46%55%53%54%
11610515113641718494778555279229508Recorded message39%47%51%m60%m49%62%cd56%cd54%49%39%38%52%45%49%
991217796977*281947Other type3%4%4%8%8%c8%c4%5%5%3%*5%4%4%
SUMMARY CODES
61415347192532223739271021002021 TYPE EXPERIENCED21%18%18%21%23%22%21%13%23%18%19%19%20%19%
494540282018263714262194681622 TYPES EXPERIENCED17%20%13%12%24%de16%17%21%e9%12%14%17%13%16%
463557571934323134261898961943 TYPES EXPERIENCED16%16%19%25%22%30%cd21%18%21%12%12%18%19%19%
24315136413262822282279641434 TYPES EXPERIENCED8%14%17%m16%m4%12%17%i16%i14%13%15%i15%13%14%
4266361324-145195 TYPES EXPERIENCED1%1%2%3%3%5%c1%2%2%2%-3%1%2%
184155207174649711812210912287388333720ANY UNSOLICITED CALLS63%69%69%76%m76%d85%cdef78%cd69%69%57%60%72%66%69%(MOBILE OR LANDLINE)
10864905218183052489257149166315None37%j29%30%23%22%15%20%30%h30%h43%ghi40%ghi28%33%30%
2.2842.5182.622m2.6222.3532.5472.5552.6632.4942.4812.3962.5392.4832.513Mean number of mentions1.1701.2721.2231.2441.2501.1851.2461.1751.2921.2901.1721.2281.2361.231Standard Deviation0.0060.0110.0080.0100.0160.0110.0160.0140.0170.0150.0150.0040.0050.002Error Variance
Page 102
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All who have a landline or mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 12
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6552888362178247293125305111962915541041Unweighted Base24*53*82*8862058407113344485971652995811045Weighted Base
7263129178277264911631926180214355Silent Calls31%49%37%33%38%33%37%f27%36%32%37%27%37%b34%
61928264722462121061062124085192318Sales/marketing texts24%37%35%30%35%29%30%32%24%36%e24%29%33%30%
14324447111644539716425430694136331561Sales/marketing calls57%60%54%53%57%53%56%49%57%51%57%45%57%b54%
6364442210640235914921229679111318508Recorded message27%69%jm53%m48%m52%48%50%45%47%50%48%37%55%b49%
-8336938341324221092847Other type-15%j3%4%4%4%5%4%5%4%6%3%5%4%
SUMMARY CODES
581617339163132709011237541112021 TYPE EXPERIENCED20%16%19%20%19%19%19%21%20%19%23%18%19%19%
4814135401221144871913637891622 TYPES EXPERIENCED17%16%17%15%20%15%16%15%16%15%22%b12%15%16%
491516646148141539510031341301943 TYPES EXPERIENCED16%18%19%19%22%18%20%16%21%17%19%11%22%b19%
2111511427116984444981541871434 TYPES EXPERIENCED9%20%19%13%13%14%14%13%10%16%e9%14%15%14%
-5-145141541184312195 TYPES EXPERIENCED-9%jk-2%2%2%2%1%2%1%2%1%2%2%
154261603157563501219311409123169429720ANY UNSOLICITED CALLS62%79%74%68%77%67%70%66%70%68%74%b56%74%b69%(MOBILE OR LANDLINE)
910212744726720211213118440127148315None38%19%26%31%23%32%28%34%29%31%24%42%ac25%30%
2.2292.9962.4992.4882.4792.5232.5552.4172.4722.5442.3462.5012.5662.513Mean number of mentions1.0921.4151.1411.2251.1361.2571.2331.2241.2391.2261.2061.3151.2021.231Standard Deviation0.0260.0480.0190.0030.0080.0030.0030.0070.0040.0040.0100.0100.0040.002Error Variance
Page 103
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All who have a landline or mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 12
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6588528313511497907188122361041Unweighted Base24*82*53*86*159129*102*99*71*81*12534**1045Weighted Base
73126334825362428364714355Silent Calls31%37%49%eg39%g30%20%36%25%39%g44%g37%g41%34%
6281923454236271926379318Sales/marketing texts24%35%37%27%28%33%35%27%27%32%29%27%30%
144432328154624649537222561Sales/marketing calls57%54%60%38%51%42%60%i47%69%egi65%gi57%66%54%
64436426753524736446219508Recorded message27%53%l69%ghl49%42%41%51%l47%51%l54%l49%l55%49%
-38511141152547Other type-3%15%bdeg6%7%1%4%1%1%6%2%15%4%
SUMMARY CODES
5168143028241813162092021 TYPE EXPERIENCED20%19%16%16%19%22%24%18%18%20%16%26%19%
4148162112121519112441622 TYPES EXPERIENCED17%17%16%19%13%10%12%15%27%g14%19%10%16%
4159162216221815183361943 TYPES EXPERIENCED16%19%18%18%14%13%21%18%21%22%27%18%19%
215119231717108141331434 TYPES EXPERIENCED9%19%20%10%14%13%17%10%12%17%10%9%14%
--516-2113-1195 TYPES EXPERIENCED--9%bgk1%4%-2%1%1%3%-4%2%
1561425510274786256629122720ANY UNSOLICITED CALLS62%74%79%64%64%57%77%g62%79%g76%73%66%69%(MOBILE OR LANDLINE)
9211029565424371518348315None38%26%19%34%35%42%cdfj23%38%21%22%27%23%30%
2.2292.4992.9962.4872.5542.3592.4882.3792.3812.6732.4282.8352.513Mean number of mentions1.0921.1411.4151.2191.3101.2931.2271.1221.0481.2880.9941.7751.231Standard Deviation0.0260.0190.0480.0290.0200.0270.0200.0220.0200.0240.0110.1170.002Error Variance
Page 104
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All who have a landline or mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 12
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
4971343821072706647719341041Unweighted Base47914439186*2786827679591045Weighted Base
166551353549271306320355Silent Calls35%38%35%41%d18%40%d40%ad33%d34%
13250126-101217217318318Sales/marketing texts27%34%32%-36%e32%e28%e33%e30%
279762094882431479513561Sales/marketing calls58%53%54%56%d29%63%ad62%ad53%d54%
242681994178389430467508Recorded message50%47%51%48%d28%57%ad56%ad49%d49%
234197435423947Other type5%3%5%8%d2%5%6%4%4%
SUMMARY CODES
94257820541281481822021 TYPE EXPERIENCED20%17%20%23%20%19%19%19%19%
80255915261221371471622 TYPES EXPERIENCED17%17%15%18%9%18%d18%d15%16%
102246923321401621721943 TYPES EXPERIENCED21%17%18%27%d12%20%d21%d18%19%
5626604261131161391434 TYPES EXPERIENCED12%18%15%4%9%17%de15%e15%e14%
11-712151618195 TYPES EXPERIENCED2%-2%1%1%2%2%2%2%
34310027363140517580658720ANY UNSOLICITED CALLS71%69%70%73%d51%76%ad76%ad69%d69%(MOBILE OR LANDLINE)
1334411323137155178292315None28%30%29%27%49%abce23%23%30%bc30%
2.4892.5622.5462.2212.2682.613d2.5722.5402.513Mean number of mentions1.2011.1861.2671.0291.2071.2471.2311.2461.231Standard Deviation0.0040.0150.0060.0140.0110.0030.0030.0020.002Error Variance
Page 105
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All who have a landline or mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 12
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
542863578390843840973419571593953994141041Unweighted Base59090663042888488497139859159*3733774231045Weighted Base
18631019715330430633814620316136136146355Silent Calls32%34%31%36%34%35%35%37%34%27%36%36%35%34%
2153042331653032992991071921999101136318Sales/marketing texts36%34%37%39%34%34%31%27%33%32%27%27%32%30%
30749532323948248653923532240220222226561Sales/marketing calls52%55%51%56%55%55%55%59%54%67%59%59%54%54%
29145930722145045348320729733193195217508Recorded message49%51%49%52%51%51%50%52%50%55%52%52%51%49%
224226224042442025220201947Other type4%5%4%5%5%5%5%5%4%3%5%5%4%4%
SUMMARY CODES
1151651177516016118778113117575812021 TYPE EXPERIENCED20%18%19%18%18%18%19%20%19%18%20%20%19%19%
8214189671361401596994106768621622 TYPES EXPERIENCED14%16%14%16%15%16%16%17%16%16%18%18%15%16%
1011711057317117018283110187476781943 TYPES EXPERIENCED17%19%17%17%19%19%19%21%19%30%20%20%18%19%
9213710180135134137519054747661434 TYPES EXPERIENCED16%15%16%19%15%15%14%13%15%8%13%13%16%14%
11171211151718982997195 TYPES EXPERIENCED2%2%2%3%2%2%2%2%1%3%2%2%2%2%
40163042530561762068329041444272275293720ANY UNSOLICITED CALLS68%70%67%71%70%70%70%73%70%75%73%73%69%69%(MOBILE OR LANDLINE)
183266199119257254279105171159799125315None31%29%32%28%29%29%29%26%29%25%26%26%30%30%
2.5572.5792.5842.6582.5832.5822.5242.5072.5362.4862.4952.4912.5672.513Mean number of mentions1.2691.2381.2651.2541.2341.2371.2311.2121.2291.0891.2231.2201.2551.231Standard Deviation0.0040.0030.0040.0060.0030.0030.0020.0050.0040.0290.0050.0050.0050.002Error Variance
Page 106
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All who have a landline or mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 12
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251041Unweighted Base12**38*46*2643805084074226321562723554645307301045Weighted Base
42627153236291200244324156272355222291355355Silent Calls36%69%58%58%62%acgi57%ac49%58%ac51%100%abcgh100%abcg100%abcg48%55%49%34%
ijklmnhijklmnhijklmn
61519189146235318151318127111180318182318318Sales/marketing texts56%41%42%72%abdeg38%46%bh78%abcde36%50%bhk81%abcde41%51%bhk69%abdeg34%44%b30%
hjkmnghjkmnghjkmnhjkmn
103037210308393336422561132236302358439561561Sales/marketing calls84%80%79%79%81%77%82%100%abcde89%abcj85%87%acj85%a77%83%77%54%
fgijklmnkl
123241264380508273307425130226291322395508508Recorded message100%85%88%gi100%abcde100%abcd100%abcd67%73%67%84%acgi83%acghi82%acghi69%74%70%49%
fghimnefghimnefghimn
12384620334123293810262729414647Other type100%100%abcd100%abcd8%9%8%6%7%6%6%9%8%6%8%6%4%
efghijklefghijkl
SUMMARY CODES
---244362787012769121081222022021 TYPE EXPERIENCED---9%d11%de12%def19%defjk16%defm20%defjk4%3%4%23%defjkl23%defjk28%defgh19%
lmnlmnmnlmnijklmn
-22397499749514694550851241621622 TYPES EXPERIENCED-4%3%15%19%f19%f18%f23%dfm23%dfm6%16%f14%18%f23%dfm22%dfm16%
14575140178102140191401091341131521941943 TYPES EXPERIENCED8%10%10%28%37%acimn35%acimn25%33%cmn30%m26%40%abcfg38%acimn24%29%27%19%
imn
47111081011411349513992871351371061431434 TYPES EXPERIENCED32%19%24%41%abcgh27%28%ab33%abgh22%22%59%abcde32%abg38%abghj30%ab20%20%14%
jkghijklmnk
Page 107
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All who have a landline or mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 12
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251041Unweighted Base12**38*46*2643805084074226321562723554645307301045Weighted Base
41519813189141921313101519195 TYPES EXPERIENCED37%40%abcde41%abcde3%4%4%2%3%3%1%5%4%2%3%3%2%
fghijklfghijkl
92836255371498397413622149262345453520720720ANY UNSOLICITED CALLS77%73%78%96%mn98%mn98%mn98%mn98%mn98%mn95%mn96%mn97%mn98%mn98%mn99%mn69%(MOBILE OR LANDLINE)
---------------315None---------------30%
4.7514.746abc4.671abc3.242abc2.986abg2.969abg2.884ab2.801a2.6963.618abc3.292abc3.329abc2.756a2.6202.5142.513Mean number of mentionsdefghijkdefghijkghijdeghijklghijkghijkll
0.9491.0981.0451.1471.1301.1331.2571.1811.1940.9361.0270.9801.2801.2241.2311.231Standard Deviation0.0820.0330.0250.0050.0030.0030.0040.0030.0020.0060.0040.0030.0040.0030.0020.002Error Variance
Page 108
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.6A\6B Types of unsolicited calls experienced on landline or mobile phoneBase: All who have a landline or mobile phone
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 13
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
65841483332141024Listen to the full2%2%3%2%1%3%5%2%2%1%1%3%2%2%message before hanging
up
3229373391922271521197458132Listen to some of the10%13%12%14%10%16%14%15%9%10%13%13%11%12%message before hanging
up
807511210532515770616238203169372Hang up immediately, as26%33%36%m45%m35%43%c37%39%38%29%26%37%32%35%soon as I realise it is
a recorded message
SUMMARY CODE
3835463792330311824218868156LISTEN TO ANY OF MESSAGE12%15%15%16%10%19%19%17%11%11%14%16%13%14%
19512215894504873868313495273296569None63%jk54%51%41%55%40%46%48%52%61%h63%gh49%56%53%
Page 109
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 13
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
-41194201771014431824Listen to the full-8%j1%2%2%2%2%2%2%2%2%1%3%2%message before hanging
up
-8101142310994375280123189132Listen to some of the-14%11%13%m11%13%13%11%11%13%7%10%15%c12%message before hanging
up
62733306802922631091532196481227372Hang up immediately, as26%49%36%34%38%34%36%32%33%36%37%26%39%b35%soon as I realise it is
a recorded message
SUMMARY CODE
-1211133271291124462941634107156LISTEN TO ANY OF MESSAGE-23%m12%15%m13%15%15%13%13%15%9%11%18%bc14%
18174848610646338118825631394204270569None74%jl32%52%54%l50%54%52%56%55%51%55%65%a46%53%
Page 110
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 13
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
-1446--1241124Listen to the full-1%8%fg4%4%--1%3%5%1%3%2%message before hanging
up
-108111791717917116132Listen to some of the-11%14%13%11%7%16%l17%l12%20%gl9%16%12%message before hanging
up
63327284845383125275212372Hang up immediately, as26%36%49%32%29%33%36%30%35%33%42%34%35%soon as I realise it is
a recorded message
SUMMARY CODE
-11121523917181121127156LISTEN TO ANY OF MESSAGE-12%23%gl17%l15%l7%16%l18%l15%l25%bgl9%20%14%
184817459585525635386416569None74%bcdfj52%32%51%59%j62%j50%54%49%46%51%46%53%
Page 111
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 13
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
65111221222324Listen to the full1%3%3%1%1%3%3%2%2%message before hanging
up
681750122298110120132Listen to some of the14%11%13%14%8%14%14%d12%12%message before hanging
up
176491462855289317344372Hang up immediately, as36%32%37%33%20%42%d41%d36%d35%soon as I realise it is
a recorded message
SUMMARY CODE
7422621324119132143156LISTEN TO ANY OF MESSAGE15%15%16%15%9%18%d17%d15%14%
2538219745199293338492569None51%54%50%52%72%abce43%44%51%bc53%
Page 112
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 13
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
142314142323234192331324Listen to the full2%2%2%3%3%3%2%1%3%3%1%1%3%2%message before hanging
up
70111814910811012958758565653132Listen to some of the12%12%13%11%12%12%13%14%13%14%15%14%12%12%message before hanging
up
21834422516633833935215121624138141160372Hang up immediately, as36%37%35%38%38%38%35%37%36%41%36%36%37%35%soon as I realise it is
a recorded message
SUMMARY CODE
841349563131133152629410606066156LISTEN TO ANY OF MESSAGE14%15%15%14%15%15%15%15%16%17%15%15%15%14%
30846433221544944451420530526194195212569None51%50%52%49%50%50%52%50%51%45%50%50%49%53%
Page 113
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 13
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1136432453704943824346321422813584355327251077Unweighted Base12**38*46*2643805084074226321562723554645307301077Weighted Base
123112124814163101214222424Listen to the full8%6%7%4%5%5%2%3%3%2%4%3%3%4%3%2%message before hanging
up
2121366102132677510834627981105132132Listen to some of the17%32%28%25%27%acghi26%acghi16%18%17%22%23%22%17%20%18%12%message before hanging
up
91824207277372214232321103166215247288372372Hang up immediately, as75%48%53%78%abcde73%abcde73%abcde53%55%51%66%ag61%ag61%ag53%54%51%35%soon as I realise it is
ghimnghinghimna recorded message
SUMMARY CODE
3141677123156759012437719095126156156LISTEN TO ANY OF MESSAGE25%37%35%29%gi32%acghi31%acghi18%21%20%24%26%25%21%24%21%14%
-66---133116208264664141135222569None-15%jkl12%jkl---33%defjkl27%dejkl33%defjk16%jkl17%jkl18%jkl31%defjk26%jkl30%defjk53%
mlmll
Page 114
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 14
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
1519512712158926975677558277217494Unweighted Base116105*15113641*71*84*94*77*85*55*279229508Weighted Base
65841483332141024Listen to the full5%5%6%3%2%5%10%4%4%4%3%5%4%5%message before hanging
up
3229373391922271521197458132Listen to some of the28%28%25%24%21%27%26%29%19%25%34%26%25%26%message before hanging
up
807511210532515770616238203169372Hang up immediately, as69%71%74%77%78%71%68%74%78%74%69%72%74%73%soon as I realise it is
a recorded message
SUMMARY CODE
3835463792330311824218868156LISTEN TO ANY OF MESSAGE33%33%30%27%23%32%36%33%23%29%37%31%30%31%
Page 115
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All who have received a recorded message on either their mobile or landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base
Table 14
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
19345238910838635713724125392105297494Unweighted Base6**36*44*422106*40235914921229679*111*318508Weighted Base
-41194201771014431824Listen to the full-12%3%4%4%5%5%5%5%5%5%2%6%5%message before hanging
up
-8101142310994375280123189132Listen to some of the-21%23%27%22%27%26%25%24%27%15%28%28%26%message before hanging
up
62733306802922631091532196481227372Hang up immediately, as100%73%75%73%76%72%73%73%72%74%81%73%71%73%soon as I realise it is
a recorded message
SUMMARY CODE
-1211133271291124462941634107156LISTEN TO ANY OF MESSAGE-33%26%31%26%32%31%30%29%32%20%30%34%31%
Page 116
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All who have received a recorded message on either their mobile or landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 14
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
195234385439484435486419494Unweighted Base6**44*36*42*67*53*52*47*36*44*62*19**508Weighted Base
-1446--1241124Listen to the full-3%12%8%9%--2%6%10%1%6%5%message before hanging
up
-108111791717917116132Listen to some of the-23%21%26%26%18%32%37%24%38%17%31%26%message before hanging
up
63327284845383125275212372Hang up immediately, as100%75%73%65%71%85%72%66%70%61%85%64%73%soon as I realise it is
a recorded message
SUMMARY CODE
-11121523917181121127156LISTEN TO ANY OF MESSAGE-26%33%35%35%18%32%39%30%48%bg19%36%31%
Page 117
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All who have received a recorded message on either their mobile or landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 14
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
245641905076368418444494Unweighted Base24268*19941*78*389430467508Weighted Base
65111221222324Listen to the full2%8%6%3%3%5%5%5%5%message before hanging
up
681750122298110120132Listen to some of the28%25%25%29%28%25%26%26%26%message before hanging
up
176491462855289317344372Hang up immediately, as73%71%73%68%70%74%74%74%73%soon as I realise it is
a recorded message
SUMMARY CODE
7422621324119132143156LISTEN TO ANY OF MESSAGE31%32%31%32%30%31%31%31%31%
Page 118
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All who have received a recorded message on either their mobile or landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 14
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
25943227819542542647421528130201203207494Unweighted Base29145930722145045348320729733**193195217508Weighted Base
142314142323234192331324Listen to the full5%5%4%6%5%5%5%2%6%6%2%2%6%5%message before hanging
up
70111814910811012958758565653132Listen to some of the24%24%26%22%24%24%27%28%25%25%29%29%24%26%message before hanging
up
21834422516633833935215121624138141160372Hang up immediately, as75%75%73%75%75%75%73%73%73%74%72%72%74%73%soon as I realise it is
a recorded message
SUMMARY CODE
841349563131133152629410606066156LISTEN TO ANY OF MESSAGE29%29%31%29%29%29%31%30%32%31%31%31%30%31%
Page 119
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All who have received a recorded message on either their mobile or landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m** very small base (under 30) ineligible for sig testing
Table 14
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
113037245370494249306414118227288296385494494Unweighted Base12**32**41*264380508273307425130226291322395508508Weighted Base
123112124814163101214222424Listen to the full8%7%8%4%5%5%3%5%4%2%4%4%4%5%5%5%message before hanging
up
2121366102132677510834627981105132132Listen to some of the17%37%32%25%27%26%25%25%25%26%27%27%25%27%26%26%message before hanging
up
91824207277372214232321103166215247288372372Hang up immediately, as75%56%60%78%73%73%78%75%76%79%73%74%77%73%73%73%soon as I realise it is
a recorded message
SUMMARY CODE
3141677123156759012437719095126156156LISTEN TO ANY OF MESSAGE25%44%40%29%32%31%27%29%29%29%32%31%30%32%31%31%
Page 120
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Ai\7Bi Response to recorded message on landline or mobile phoneBase: All who have received a recorded message on either their mobile or landline
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 15
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
46303934153123231621208564149Unweighted Base38*35**46*37**9**23**30**31**18**24**21**88*68*156Weighted Base
3030283271725241615167149120Telling you about a80%85%62%85%70%77%83%77%87%62%80%81%71%77%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
61314713512379162440Telling you a company17%37%30%19%13%14%18%40%14%29%42%19%35%26%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
764-143431110818Telling you about a19%17%10%-13%17%9%14%17%5%6%11%11%11%competition
561341327572141327Reminding you of an12%16%28%10%11%13%5%23%28%31%8%16%19%17%appointment (e.g.
dentist or doctor'sappointment)
212-121---1325Other type4%3%4%-6%7%4%---6%4%2%3%
SUMMARY CODES
3433433582126311823188263145ANY INC. APPOINTMENT90%94%93%94%83%91%87%100%100%95%88%93%92%93%REMINDERS
3432333471926281619187757134ANY EXC. APPOINTMENT90%91%73%92%76%85%87%92%87%77%88%88%83%86%REMINDERS
4112213--11458Can't Remember10%2%3%6%17%6%10%--5%5%4%7%5%
Page 121
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii\7Bii Types of recorded messages experienced on landline or mobile phoneBase: All that have listened to recorded message on their landline or mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 15
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
-111612229120111387277213395149Unweighted Base-**12**11**13327**129112*44*62*94*16**34**107*156Weighted Base
-119101249788324872132879120Telling you about a-90%75%76%87%75%79%72%77%77%82%83%74%77%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
-2236239291111293112640Telling you a company-16%21%27%6%30%26%26%18%31%22%33%24%26%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
--116315153711321318Telling you about a--9%12%9%12%13%6%11%12%18%6%12%11%competition
-1125225189819222327Reminding you of an-9%6%19%6%20%16%21%13%20%12%7%21%17%appointment (e.g.
dentist or doctor'sappointment)
--14235-321135Other type--5%3%7%2%4%-4%2%4%4%3%3%
SUMMARY CODES
-111112326119101435689153198145ANY INC. APPOINTMENT-90%96%93%95%92%91%98%90%95%97%93%92%93%REMINDERS
-11101132510997375380133090134ANY EXC. APPOINTMENT-90%91%85%92%84%87%83%86%85%86%89%85%86%REMINDERS
-1*7-87154*178Can't Remember-10%4%5%-6%6%2%7%4%3%3%6%5%
Page 122
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii\7Bii Types of recorded messages experienced on landline or mobile phoneBase: All that have listened to recorded message on their landline or mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 15
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
-16111418714161122137149Unweighted Base-**11**12**15**23**9**17**18**11**21**12**7**156Weighted Base
-911820612151018103120Telling you about a-75%90%55%83%61%74%83%89%84%83%48%77%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
-22342481113240Telling you a company-21%16%17%15%17%26%43%11%50%24%23%26%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
-1-24-4222-218Telling you about a-9%-12%16%-25%9%17%9%-25%11%competition
-1136252-43127Reminding you of an-6%9%20%24%22%31%10%-19%23%17%17%appointment (e.g.
dentist or doctor'sappointment)
-1-1---2---15Other type-5%-9%---12%---9%3%
SUMMARY CODES
-11111321915161121125145ANY INC. APPOINTMENT-96%90%86%88%100%92%87%100%100%100%81%93%REMINDERS
-10111121714151119114134ANY EXC. APPOINTMENT-91%90%72%88%78%84%83%100%92%90%64%86%REMINDERS
-*113-11---18Can't Remember-4%10%5%12%-8%6%---9%5%
Page 123
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii\7Bii Types of recorded messages experienced on landline or mobile phoneBase: All that have listened to recorded message on their landline or mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l** very small base (under 30) ineligible for sig testing
Table 15
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
7520561721111128132149Unweighted Base74*22*62*13**24**119*132143156Weighted Base
58145291595105111120Telling you about a77%63%84%73%64%80%79%77%77%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
188112534353840Telling you a company24%38%17%14%21%28%27%27%26%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
9453311141418Telling you about a13%17%8%24%14%9%11%10%11%competition
134111422232627Reminding you of an17%19%18%10%16%18%18%18%17%appointment (e.g.
dentist or doctor'sappointment)
5--112335Other type6%--10%6%2%3%2%3%
SUMMARY CODES
6918601219114126133145ANY INC. APPOINTMENT93%81%97%92%80%95%95%93%93%REMINDERS
6318531117106117123134ANY EXC. APPOINTMENT85%81%87%82%71%89%88%86%86%REMINDERS
242*44588Can't Remember3%19%3%3%15%4%4%5%5%
Page 124
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii\7Bii Types of recorded messages experienced on landline or mobile phoneBase: All that have listened to recorded message on their landline or mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base; ** very small base (under 30) ineligible for sig testing
Table 15
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
71122815612112114564859626260149Unweighted Base84*13495*63*13113315262*94*10**60*60*66*156Weighted Base
66104764910110211850727484854120Telling you about a79%77%80%78%77%77%78%81%77%65%81%81%83%77%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
233629153436361221310101240Telling you a company28%27%30%24%26%27%24%20%23%25%17%17%19%26%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
516113141418511255518Telling you about a6%12%12%4%11%11%12%7%11%19%8%8%8%11%competition
152619122626279172991427Reminding you of an18%19%20%19%20%19%18%14%18%16%14%14%21%17%appointment (e.g.
dentist or doctor'sappointment)
-2111255--55-5Other type-2%1%2%1%2%3%8%--8%8%-3%
SUMMARY CODES
811279158126126140568810545464145ANY INC. APPOINTMENT96%95%96%93%96%95%92%91%94%100%91%91%97%93%REMINDERS
741178552115116129528210505057134ANY EXC. APPOINTMENT88%87%90%83%88%87%85%84%87%100%83%83%86%86%REMINDERS
353355826-2228Can't Remember4%4%4%6%4%4%5%4%6%-4%4%3%5%
Page 125
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii\7Bii Types of recorded messages experienced on landline or mobile phoneBase: All that have listened to recorded message on their landline or mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base; ** very small base (under 30) ineligible for sig testing
Table 15
Q6A\6B UNSOLICITED CALLS - (4 WEEKS)LiveAny
Mobilesales/AnyunsoliciOtherRecordedLiveLandlinemarketinSilentAnyunsolicited
OthertypeRecordedRecordedmessagesales/LivegcallsunsolicitedcallsOthertype(landlinmessagemessage (landlimarketinsales/(landlinMobileLandline(landlintedcalls(landlintype(landline or (mobile (landline org (phonemarketine orsilentsilente orcalls(landline or
(mobile)e)mobile))ne)mobile)or text)gmobile)callscallsmobile)(mobile)e)mobile)Total(o)(n)(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
3131569118149679112133748986122149149Unweighted Base3**14**16**77*12315675*90*12437**71*90*95*126156156Weighted Base
214156099120637510431587375103120120Telling you about a67%100%94%77%81%77%84%84%84%85%81%81%79%81%77%77%product or service (for
example, debt advice orpayment protectioninsurance claim), whichmay then ask you topress a button to speakto somebody
22329314027293717192932314040Telling you a company63%12%17%38%25%26%36%32%30%45%27%32%34%25%26%26%has tried to call you,
but when the call wasput through there was nooperator available tospeak to you
1221213181212169121512131818Telling you about a30%16%14%16%10%11%16%14%13%25%16%17%13%11%11%11%competition
12216212716152013141820232727Reminding you of an30%12%11%21%17%17%21%17%16%36%20%20%21%18%17%17%appointment (e.g.
dentist or doctor'sappointment)
-11235-22-332355Other type-7%6%3%3%3%-2%2%-4%3%2%3%3%3%
SUMMARY CODES
3141672116145728611835678489120145145ANY INC. APPOINTMENT100%100%100%93%95%93%96%96%95%94%94%93%94%95%93%93%REMINDERS
3141669107134698211435648185111134134ANY EXC. APPOINTMENT100%100%100%89%87%86%92%91%92%94%90%90%89%88%86%86%REMINDERS
---4583352355588Can't Remember---5%4%5%4%3%4%6%4%5%5%4%5%5%
Page 126
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.7Aii\7Bii Types of recorded messages experienced on landline or mobile phoneBase: All that have listened to recorded message on their landline or mobile
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l/m/n/o* small base; ** very small base (under 30) ineligible for sig testing
Table 49
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
2613662801773603613973539723131397397Sky - Digital Satellite44%40%44%41%40%40%40%bcdf8%66%bcdfg4%8%8%92%bcdefg37%TV for a monthly
subscription
46616661--1166Satellite TV from1%1%1%*1%1%1%*--**1%e1%someone other than Sky
182415152222292963452929Free-Sat - Digital3%3%2%4%2%2%3%7%bceg1%5%1%1%7%bceg3%Satellite TV WITHOUT a
monthly subscription
8913993621361371507150-771150Virgin Media through15%15%15%14%15%15%15%abcdf2%25%abcdfg-2%2%*14%cable
7013272581281251721721041721726172Freeview through a TV12%14%11%13%14%14%17%ae42%adeg2%6%45%adeg44%adeg1%16%aerial and set-top box
1081811148916817323123139623123133231TV set which has18%20%18%20%19%19%23%ae56%adeg6%9%60%adeg59%adeg8%21%Freeview channels built
in (without a separateset-top box)
555555521-1515YouView set top box1%1%1%1%1%1%1%1%*-*1%**
253526143434376373755537BT Vision4%4%4%3%4%4%4%2%6%abcf63%abcefg1%1%1%3%
12201582020222222222-22Talk Talk TV2%2%2%2%2%2%2%a1%4%abcf37%abcefg1%1%-2%
11201292220273--33-27Other2%2%2%2%2%2%3%ae1%--1%1%-3%
456148366259-------73NO TV7%7%8%8%7%7%-------7%
466466-------6Don't know1%1%1%1%1%1%-------1%
Page 127
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.TVBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 50
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
56588360040888388381829354353275279384883Using a Wi-Fi (wireless)94%96%94%94%98%jklm98%jklm82%bcf71%90%bcfg90%bcf71%71%89%bcfg82%connection to broadband
891199211910811910854636525241119Using a wired (Ethernet)15%13%14%27%hiklm12%13%11%13%11%10%13%13%10%11%connection to broadband
34944544527342542141113928631131134199445Using a mobile network58%hil48%70%hilm63%hil47%47%41%34%47%bcf53%cf34%34%46%bcf41%e.g. using 3G/4G on a
smartphone\tablet\dongle
13-122321-1123Using a dial-up**-****1%*-**1%*connection to the
internet i.e. you cannotmake phone calls at thesame time
27827424127827827025687184177780142278While travelling using a46%hikl30%38%hl64%hiklm31%30%26%21%31%bcf29%20%20%33%bcfg26%Wi-Fi (wireless) network
49248349231047947145114332430133136236492While travelling using a82%hijl52%77%hil71%hil53%53%45%bcf35%54%bcfg51%34%35%55%bcfg46%mobile network e.g.
using 3G\4G on asmartphone\tablet\dongle
25325023225325224622883158107779119253At work or place of42%hil27%36%hil58%hiklm28%27%23%20%26%17%20%20%28%23%study
18718517916918718117670122106467100187In a public place (e.g.31%hil20%28%hil39%hikl21%20%18%17%20%17%17%17%23%17%café or library) using a
Wi-Fi (wireless) network
575348575552542231221212557In a public place (e.g.10%6%7%13%hikl6%6%5%5%5%4%5%5%6%5%café or library) using a
wired (Ethernet)connection to broadband
171170171151170168160631129565994171In a public place (e.g.29%hil18%27%hil35%hil19%19%16%15%19%15%15%15%22%16%café or library) using a
mobile network e.g.using 3G\4G on asmartphone\tablet\dongle
Page 128
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.INTERNETBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 50
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
56379756341078378774126849147248252353800Home\personal email94%hikl86%88%94%hikl87%88%74%bcf65%81%bcfg79%64%65%82%bcfg74%address
1761971711621971961837011911656687200Work email address29%hil21%27%37%hikl22%22%18%17%20%18%17%17%20%19%
------13089414848432139None of these\Don't------13%ae22%aeg7%7%22%aeg22%aeg7%13%access the internet
Page 129
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q.INTERNETBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 51
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
GENDER140121145118375684818810276-524524Male
45%53%47%51%40%47%54%45%55%46%51%-100%b49%
171106163113556373997311774553-553Female55%47%53%49%60%53%46%55%45%54%49%100%a-51%
AGE40334730------150747615016-2413%15%15%13%------100%defghi13%14%14%
54458930-----219-11710221925-3418%20%29%jm13%-----100%cefghi-21%19%20%
40374341----161--738816135-4413%16%14%18%----100%cdfghi--13%17%15%
50394943---180---998118045-5416%17%16%19%---100%cdeghi---18%16%17%
37374538--157----738415755-6412%17%14%17%--100%cdefhi----13%16%15%
46212429-119-----635611965-7415%k9%8%12%-100%cdefgi-----11%11%11%
4415122092------55379275+14%kl7%4%9%100%cdefgh------10%7%8%
SOCIAL GRADE---23120293843413030113118231AB---100%klm21%24%24%24%25%14%20%20%22%21%
--309-12244549438947163145309C1--100%jlm-13%20%28%i27%27%41%hi31%i30%28%29%
-227--15213739374533106121227C2-100%jkm--16%18%24%22%23%20%22%19%23%21%
311---44463750405440171140311DE100%jkl---49%cdefg38%23%28%25%25%27%31%27%29%
Page 130
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 51
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
MARITAL STATUS128136164160356510311811213124283305589Married\Living as
41%60%m53%m69%km38%c55%ci65%ci65%ci70%ci60%ci16%51%58%55%married
103641054341032373575123145170315Single33%j28%34%j19%5%8%20%hi21%hi21%hi34%fghi82%defghi26%32%29%
79264027524423251512212449173Widow\Divorced\Separated26%jkl12%13%12%57%cdefgh37%cdefg14%c14%c9%c6%2%23%a9%16%
WORKING STATUS1031522141391129114212716768288321609Working
33%67%m69%m60%m2%10%i58%hi79%cghi79%cghi76%cghi45%hi52%61%b57%
208749492901076638345282265203468Not working67%jkl33%31%40%98%cdefgh90%cdefg42%def21%21%24%55%def48%a39%43%
CHILDREN IN HOUSEHOLD91849270*3116010511444186151337Any29%37%30%30%*3%7%33%ghi65%cfghi52%cfghi29%ghi34%29%31%
2201432161609111614612056105106367373740None71%63%70%70%100%cdef97%cdef93%cdef67%de35%48%71%de66%71%69%
AREA2411842451957489121145135177124439427866Urban
78%81%79%85%81%75%77%80%84%81%83%79%81%80%
694364351730363526422611497211Rural22%19%21%15%19%25%23%20%16%19%17%21%19%20%
COUNTRY25919526918371106132152137195114459448907England
83%86%87%80%78%89%c84%85%85%89%c76%83%85%84%
27182225137917121221504192Scotland9%8%7%11%14%d6%6%10%8%5%14%9%8%9%
11111219641169710302454Wales4%5%4%8%6%3%7%3%6%3%7%5%5%5%
143531244355131125Northern Ireland4%1%2%1%2%2%3%2%2%2%3%2%2%2%
Page 131
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 51
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
GOVERNMENT REGIONS1010785584652191634North East
3%4%2%4%6%4%5%2%3%2%1%3%3%3%
3930282871023242024176263125North West13%13%9%12%7%9%15%13%13%11%11%11%12%12%
2621181791191114208404382Yorkshire and The Humber8%9%6%8%10%10%6%6%9%9%5%7%8%8%
291716107138128169413072East Midlands9%7%5%4%7%11%5%6%5%7%6%7%6%7%
3128232131716191519145449102West Midlands10%12%7%9%4%14%i10%11%9%9%9%10%9%10%
2818441471119161524134659104East of England9%8%14%j6%8%9%12%9%9%11%8%8%11%10%
382653227816253032216771138London12%11%17%10%7%7%10%14%19%h15%14%12%14%13%
32305148181725261935218478161South East10%13%17%21%m20%14%16%14%12%16%14%15%15%15%
27163014913816102011474087South West9%7%10%6%9%11%5%9%6%9%7%9%8%8%
11111219641169710302454Wales4%5%4%8%6%3%7%3%6%3%7%5%5%5%
27182225137917121221504192Scotland9%8%7%11%14%d6%6%10%8%5%14%9%8%9%
143531244355131125Northern Ireland4%1%2%1%2%2%3%2%2%2%3%2%2%2%
Q.1\2 PHONES OWN2512162792135587142168154212140498462959Mobile (any)
81%95%m90%m92%m60%73%91%hi93%hi96%hi97%hi94%hi90%88%89%
195162218192799912113610812897405363767Landline63%72%71%83%klm86%cde83%cde77%d76%d67%58%65%73%69%71%
Page 132
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 51
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
153154199176497111212810412493362320682Mobile & Landline49%68%m64%m76%km54%59%72%i71%i65%57%62%65%61%63%
996280376163040508847136142278Mobile only32%j27%j26%16%6%14%19%i22%i31%hi40%fghi32%hi25%27%26%
4291916302888434424386Landline only14%kl4%6%7%32%cdefg23%cdefg5%5%3%1%3%8%8%8%
PAY TV SERVICE96891209220355472699551213184397Sky31%39%39%40%22%30%34%40%i43%i43%i34%38%35%37%
3427503981227392019267873150Virgin Media11%12%16%17%8%10%17%21%di13%9%17%14%14%14%
1699911810966777671698155247247495Other54%k44%38%47%72%cdefg65%cdefg48%39%43%37%37%45%47%46%
TV1109412799204256777410258233196429ANY SATELLITE
35%41%41%43%22%35%36%43%i46%i47%i39%i42%37%40%
13978878659685956495444194196390ANY FREEVIEW INC.45%k34%28%37%65%cdefg57%cdefg38%31%31%25%29%35%37%36%YOUVIEW
13976878559685956485442191195386ANY FREEVIEW EXC.45%k33%28%37%65%cdefg57%cdefg38%31%30%25%28%35%37%36%YOUVIEW
1316141637121210113273259ANY IPTV4%7%5%7%4%6%8%7%6%5%2%5%6%5%
14213218414431539312210012580317285603ANY PAY TV46%58%m60%m62%m34%44%59%i68%hi62%hi57%i53%i57%54%56%
14880929260726261516046206205412ANY FTA48%kl35%30%40%66%cdefg60%cdefg40%34%31%27%31%37%39%38%
29121127721890118153174149186128518479997ANY TV SERVICE94%93%90%95%98%cd99%cd97%cd97%cd92%85%85%94%91%93%
INTERNET2081992732173688130163139205138459438897FIXED BROADBAND AT HOME
67%88%m89%m94%m39%74%i83%i91%hi86%i94%ghi92%hi83%84%83%
Page 133
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 51
SOCIAL GRADEAGEGENDERDEC2C1AB75+65-7455-6445-5435-4425-3416-24FemaleMaleTotal(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
4062162571981321601331531461991545635141077Unweighted Base311227309231921191571801612191505535241077Weighted Base
2091982762153583128161143209141457441899ANY WIFI ACCESS67%87%m89%m93%m38%70%i81%i89%hi89%hi95%ghi94%ghi83%84%83%
668815013262343878410488211225435ANY WIRED (ETHERNET)21%39%m49%m57%lm7%20%i27%i48%ghi52%ghi48%ghi59%ghi38%43%40%ACCESS
13713020516882974115121172121326314639ANY MOBILE (3G/4G)44%57%m66%m73%lm8%24%i47%hi64%ghi75%ghi78%fghi81%fghi59%60%59%ACCESS
2222052792173688135165147209143469454923INTERNET ACCESS AT HOME71%90%m90%m94%m39%74%i86%i91%hi91%hi96%ghi95%hi85%87%86%
10411821116562871108118154114305294599INTERNET ACCESS OUTSIDE33%52%m68%lm72%lm6%23%i45%hi60%hi74%ghi71%ghi76%fghi55%56%56%OF HOME
Page 134
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b - c/d/e/f/g/h/i - j/k/l/m
Table 51
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
GENDER1124414489742737315120332149170305524Male45%45%45%49%46%49%50%45%43%53%e28%54%c52%c49%
133050459114439367186265288124145283553Female55%55%55%51%54%51%50%55%57%d47%72%ab46%48%51%
AGE510211142612410644826821232415016-24
19%19%22%13%12%14%14%13%17%d11%1%39%ac4%14%
57121954217710511452167127513121925-3422%13%13%21%20%20%14%34%g11%27%e7%24%c22%c20%
3912137261355610534127153511216135-4411%17%13%15%12%16%8%31%g7%21%e8%11%19%bc15%
4617152351451206038142253711818045-5416%12%19%17%17%17%16%18%8%23%e14%12%20%b17%
411913236121146116691233210315755-6418%21%10%15%17%14%20%f3%14%15%13%10%17%b15%
247106308911631071244106511965-748%8%8%12%14%10%16%f1%23%d2%25%ab3%11%b11%
161371177491*901524359275+6%11%14%8%8%9%12%f*19%d*30%ab1%6%b8%
SOCIAL GRADE319251833519516070921392743160231AB
12%36%jm27%20%17%23%22%21%20%23%16%14%27%bc21%
5122226964245216929421440105164309C121%22%25%30%30%28%29%27%20%35%e23%33%28%29%
311181954318414384741522664136227C211%21%19%22%20%21%19%25%16%25%e15%20%23%21%
Page 135
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 51
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
141127259692412209120810379103128311DE56%jkl21%29%29%33%28%30%27%44%d17%46%ab33%a22%29%
MARITAL STATUS113247498115473347241203385--589589Married\Living as45%59%52%55%55%55%47%72%g43%63%e--100%bc55%married
1013282655725824372143172-315-315Single39%24%30%29%27%30%33%f21%31%28%-100%ac-29%
4917144391351492412251173--173Widow\Divorced\Separated16%16%18%16%18%16%20%f7%26%d8%100%ab--16%
WORKING STATUS102745526108501367241-60951172385609Working42%50%49%58%51%58%50%72%g-100%e29%55%c65%bc57%
14274638110436537396468-122143203468Not working58%50%51%42%49%42%50%f28%100%d-71%ab45%a35%43%
CHILDREN IN HOUSEHOLD8182728466271-337962412472241337Any
33%34%29%31%31%31%-100%g20%40%e14%23%41%bc31%
163565624145595740-373367149243347740None67%66%71%69%69%69%100%f-80%d60%86%a77%a59%69%
AREA132869755-866595271365501135258473866Urban54%52%76%lm83%lm-100%i80%80%78%82%78%82%80%80%
112622152211-145661041083957115211Rural46%jk48%jk24%17%100%h-20%20%22%18%22%18%20%20%
COUNTRY---907152755624284381526144265498907England---100%klm72%87%i84%84%81%86%83%84%85%84%
--92-22696527464517284792Scotland--100%jlm-10%8%9%8%10%7%10%9%8%9%
Page 136
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 51
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
-54--2628351827279133254Wales-100%jkm--12%h3%5%5%6%4%5%4%5%5%
25---111316814104101125Northern Ireland100%jkl---5%h2%2%2%3%2%2%3%2%2%
GOVERNMENT REGIONS---34-3427820156111734North East---4%-4%i4%2%4%2%4%4%3%3%
---125-12582433986154268125North West---14%klm-14%i11%13%8%14%e9%13%12%12%
---828746022374518174882Yorkshire and The Humber---9%k4%9%8%7%8%7%10%5%8%8%
---7220525121324013174272East Midlands---8%k9%6%7%6%7%6%8%5%7%7%
---102287464394458112963102West Midlands---11%km13%9%9%11%9%10%6%9%11%10%
---104455977273866193451104East of England---11%km21%h7%10%8%8%11%11%11%9%10%
---138-13899395188165765138London---15%klm-16%i13%12%11%14%9%18%a11%13%
---161-161109527290323694161South East---18%klm-19%i15%15%15%15%18%11%16%15%
---8751365433483813235187South West---10%k24%h4%7%10%10%6%8%7%9%8%
-54--2628351827279133254Wales-100%jkm--12%h3%5%5%6%4%5%4%5%5%
--92-22696527464517284792Scotland--100%jlm-10%8%9%8%10%7%10%9%8%9%
Page 137
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 51
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
25---111316814104101125Northern Ireland100%jkl---5%h2%2%2%3%2%2%3%2%2%
Q.1\2 PHONES OWN234973815180779636323380579130291538959Mobile (any)95%90%79%90%k85%90%86%96%g81%95%e75%92%c91%c89%
204168638157610525242340427133179455767Landline82%77%74%70%74%71%71%72%73%70%77%b57%77%b71%
19375956713255045023227240998171413682Mobile & Landline78%69%64%62%62%63%61%69%58%67%e57%54%70%bc63%
41214248482301869210817032120126278Mobile only17%22%15%27%23%27%25%27%23%28%18%38%ac21%26%
149712561751068183584286Landline only3%8%10%8%12%7%10%f3%14%d3%20%ab3%7%8%
PAY TV SERVICE142234327933032171801472494790259397Sky55%j42%37%36%44%35%29%53%g31%41%e27%29%44%bc37%
15171275146106445695194388150Virgin Media4%10%18%14%2%17%i14%13%12%16%11%14%15%14%
92637422111384377117252243105142249495Other37%48%41%47%53%44%51%f35%54%d40%60%ab45%42%46%
TV1424353561023272371921672625199279429ANY SATELLITE55%44%39%39%48%h38%32%57%g36%43%29%31%47%bc40%
81931332883033127920818290110190390ANY FREEVIEW INC.33%36%34%37%41%35%42%f23%44%d30%52%ab35%32%36%YOUVIEW
81831329863003127520618090109188386ANY FREEVIEW EXC.33%34%34%36%41%35%42%f22%44%d30%52%ab34%32%36%YOUVIEW
134521247382129316143959ANY IPTV4%5%4%6%6%5%5%6%6%5%4%4%7%5%
Page 138
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 51
CHILDREN INCOUNTRYAREAHOUSEHOLDWORKING STATUSMARITAL STATUS
Widow\DMarriedivorced\Living
NorthernNot\SeparaasIrelandWalesScotlandEnglandRuralUrbanNoneAnyworkingWorkingtedSinglemarriedTotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6653998592258527613165565212063075641077Unweighted Base25*54*92*9072118667403374686091733155891077Weighted Base
15315450311049235924323037373147383603ANY PAY TV62%57%59%55%52%57%49%72%g49%61%e42%47%65%bc56%
81933351953173268522318994115203412ANY FTA33%36%36%39%45%37%44%f25%48%d31%54%ab37%34%38%
235384837200798673324439558167265566997ANY TV SERVICE95%98%92%92%95%92%91%96%g94%92%96%b84%96%b93%
INTERNET174274764172725578319337560115253529897FIXED BROADBAND AT HOME69%78%81%84%m82%84%78%95%g72%92%e66%80%c90%bc83%
184476762171728576323335563116260523899ANY WIFI ACCESS71%82%83%84%81%84%78%96%g72%93%e67%83%c89%c83%
623563516936728315213130437143255435ANY WIRED (ETHERNET)26%42%61%jm39%33%42%38%45%28%50%e22%45%c43%c40%ACCESS
17325753312651338525419944166204370639ANY MOBILE (3G/4G)69%59%62%59%60%59%52%75%g42%72%e38%65%c63%c59%ACCESS
194378782176747595328348575121264538923INTERNET ACCESS AT HOME77%81%86%86%83%86%80%97%g74%94%e70%84%c91%bc86%
15375549212447436123819040953193352599INTERNET ACCESS OUTSIDE62%69%60%54%59%55%49%71%g40%67%e31%61%c60%c56%OF HOME
Page 139
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c - d/e - f/g - h/i - j/k/l/m* small base
Table 51
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
GENDER114124407871594930436316524Male45%45%45%46%48%52%56%47%42%52%50%45%49%
135030478467465441406219553Female55%55%55%54%52%48%44%53%58%48%50%55%51%
AGE5211011212113149817215016-24
19%22%19%13%13%15%12%13%12%9%14%5%14%
51272035322419162024521925-3422%13%13%23%22%23%23%19%22%24%19%14%20%
3129101930151581420616135-4411%13%17%12%12%22%14%14%11%17%16%16%15%
41761626251619121124418045-5416%19%12%18%16%18%15%19%16%13%19%13%17%
49118251619168923815755-6418%10%21%10%15%12%18%16%11%11%18%22%15%
274131781117131110511965-748%8%8%16%11%6%10%16%19%g14%8%15%11%
113691877379759275+6%14%11%10%11%5%7%3%9%12%5%15%8%
SOCIAL GRADE3251914482214211017288231AB
12%27%36%dfgl17%30%f16%13%20%14%21%23%24%21%
5221230515344231618287309C121%25%22%34%32%38%43%bcde22%22%21%22%19%29%
31811163026182817213010227C211%19%21%18%19%18%18%27%23%26%24%30%21%
142711273238283129263910311DE56%bcefghi29%21%31%20%27%27%30%41%h32%31%28%29%
jk
Page 140
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 51
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
MARITAL STATUS114732519465516342486817589Married\Living as45%52%59%59%58%47%49%61%58%58%54%48%55%married
102813233657342917174211315Single39%30%24%26%22%41%ch32%28%24%20%34%33%29%
417913321619111318156173Widow\Divorced\Separated16%18%16%15%20%12%18%11%18%22%12%19%16%
WORKING STATUS104527389088665840458615609Working42%49%50%44%56%63%l64%57%55%55%69%ikl43%57%
144627487251384432373920468Not working58%bg51%b50%56%b44%37%36%43%45%45%31%57%43%
CHILDREN IN HOUSEHOLD8271833523927392122438337Any
33%29%34%38%32%28%26%38%29%27%35%22%31%
1665355410999776451608227740None67%71%66%62%68%72%74%62%71%73%65%78%69%
AREA136928361611385974527412534866Urban54%76%fijl52%41%100%cdefijkl100%cdefijk57%73%i72%i90%defijl100%cdefijkl100%80%
l
11222651--4528208--211Rural46%bcghk24%bgh48%bcghk59%bcdeghk--43%bcghk27%bcgh28%bcgh10%bgh--20%
COUNTRY---87161138104102728212534907England---100%jkl100%jkl100%jkl100%jkl100%jkl100%jkl100%jkl100%jkl100%84%
-92----------92Scotland-100%bcdefg----------9%
hijl
--54---------54Wales--100%bcdefghik---------5%
l
Page 141
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 51
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
25-----------25Northern Ireland100%bcdefgh-----------2%
ijk
GOVERNMENT REGIONS-----------3434North East-----------100%3%
----------125-125North West----------100%cdefghijk-12%
l
---------82--82Yorkshire and The Humber---------100%bdefghijk--8%
l
--------72---72East Midlands--------100%bcefghijk---7%
l
-------102----102West Midlands-------100%bcdfghijk----10%
l
------104-----104East of England------100%bcdeghijk-----10%
l
-----138------138London-----100%bcdefhijk------13%
l
----161-------161South East----100%bcdefgijk-------15%
l
---87--------87South West---100%bcdefghjk--------8%
l
--54---------54Wales--100%bcdefghik---------5%
l
Page 142
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 51
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
-92----------92Scotland-100%bcdefg----------9%
hijl
25-----------25Northern Ireland100%bcdefgh-----------2%
ijk
Q.1\2 PHONES OWN237349791431239292647311831959Mobile (any)95%79%90%91%88%89%88%90%88%89%94%k91%89%
2068416212175747359568631767Landline82%g74%g77%g72%75%g54%71%71%82%g68%69%91%71%
1959375610469646752487928682Mobile & Landline78%g64%69%65%65%50%61%65%72%g59%63%83%63%
4141223385428261225393278Mobile only17%15%22%27%24%39%dkl27%25%17%30%31%8%26%
1946176106788386Landline only3%10%8%7%10%4%10%6%10%9%6%8%8%
PAY TV SERVICE143422416241374027293812397Sky55%bg37%42%48%38%29%36%39%38%35%30%35%37%
1175523151512814287150Virgin Media4%18%10%6%14%11%14%11%11%17%22%il21%14%
93726436662435335416415495Other37%41%48%49%41%45%41%52%49%50%51%44%46%
TV143524446648404729304112429ANY SATELLITE55%b39%44%51%41%35%38%46%40%37%33%35%40%
83119344843344226365712390ANY FREEVIEW INC.33%34%36%39%30%31%33%41%36%44%46%34%36%YOUVIEW
83118344843344226365512386ANY FREEVIEW EXC.33%34%34%39%30%31%33%41%36%44%44%34%36%YOUVIEW
Page 143
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 51
GOVERNMENT REGIONSYorkshire
NorthernEast ofWestEastand TheIrelandScotlandWalesSouth WestSouth EastLondonEnglandMidlandsMidlandsHumberNorth WestNorth EastTotal
(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
6699538413712499947290122371077Unweighted Base25*92*54*87*161138104*102*72*82*12534**1077Weighted Base
14347956837259ANY IPTV4%4%5%5%4%7%5%6%11%3%6%5%5%
155431509265575843457121603ANY PAY TV62%59%57%57%57%47%55%57%60%55%56%61%56%
83319364947364728385812412ANY FTA33%36%36%42%30%34%35%46%39%46%46%34%38%
238453851441169697698011534997ANY TV SERVICE95%92%98%98%g89%84%92%95%97%97%g92%100%93%
INTERNET177442741401229186596210326897FIXED BROADBAND AT HOME69%81%78%85%87%l88%l88%l84%82%76%82%75%83%
187644741391219381586510326899ANY WIFI ACCESS71%83%82%85%86%88%l90%l79%81%79%82%75%83%
6562329836219492338416435ANY WIRED (ETHERNET)26%61%bdfil42%f34%52%bdfl45%f18%48%f31%46%f33%18%40%ACCESS
1757325210885577434416716639ANY MOBILE (3G/4G)69%62%59%60%67%61%55%72%bcd48%50%53%46%59%ACCESS
197843751441249489606510527923INTERNET ACCESS AT HOME77%86%81%86%90%89%91%87%83%79%84%78%86%
155537529385397130456017599INTERNET ACCESS OUTSIDE62%f60%f69%df60%f58%f61%f37%69%bdf42%55%48%50%56%OF HOME
Page 144
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g/h/i/j/k/l* small base; ** very small base (under 30) ineligible for sig testing
Table 51
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
GENDER2477318443142320363462524Male
50%48%46%50%51%47%47%48%49%
2477821342136362405498553Female50%52%54%50%49%53%53%52%51%
AGE552651447939714015016-2411%17%13%5%17%e14%13%15%14%
81199538812412821221925-3416%13%24%4%32%abce18%e17%e22%be20%
69206945010410815416135-4414%13%17%5%18%e15%e14%16%e15%
71397284012813616818045-5414%26%18%10%14%19%18%17%17%
76275483011212114215755-6415%18%14%10%11%16%16%15%15%
771235281671998711965-7416%8%9%32%abcd6%10%13%d9%11%
668203064979559275+13%5%5%35%abcd2%7%d10%ad6%8%
SOCIAL GRADE10939921637176192213231AB
22%26%23%18%13%26%d25%d22%d21%
118501201980199218279309C124%33%30%22%29%29%28%29%29%
992789962154162216227C220%18%22%10%22%23%e21%22%e21%
16934964299153195251311DE34%23%24%50%abc36%abc22%25%26%29%
Page 145
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 51
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
MARITAL STATUS2498825942126413455538589Married\Living as
50%58%65%50%45%61%d59%d56%d55%married
14243908120171179291315Single29%29%23%10%43%abce25%e23%e30%be29%
1051947353298133130173Widow\Divorced\Separated21%13%12%41%abcd11%14%17%14%16%
WORKING STATUS2439524918170409427579609Working
49%63%63%21%61%e60%e56%e60%e57%
2525614768108272340380468Not working51%37%37%79%abcd39%40%44%40%43%
CHILDREN IN HOUSEHOLD117441801092232242323337Any
24%29%45%12%33%e34%e32%e34%e31%
37710621775186450525636740None76%71%55%88%abcd67%66%68%66%69%
AREA38414630361230550610779866Urban
78%97%76%71%83%81%80%81%80%
1115932548132157180211Rural22%3%24%29%17%19%20%19%20%
COUNTRY42212732771248567638815907England
85%84%82%83%89%83%83%85%84%
37173491459687392Scotland8%11%8%11%5%9%9%8%9%
2652241237414954Wales5%4%6%5%4%5%5%5%5%
91141419202325Northern Ireland2%1%3%1%2%3%3%2%2%
Page 146
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 51
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
GOVERNMENT REGIONS157123328313134North East
3%5%3%3%1%4%4%3%3%
6428388397986118125North West13%19%10%9%14%12%11%12%12%
41142982548567382Yorkshire and The Humber8%9%7%9%9%7%7%8%8%
3582771252596472East Midlands7%5%7%9%4%8%8%7%7%
531240626677392102West Midlands11%8%10%8%9%10%10%10%10%
4315371028647492104East of England9%10%9%12%10%9%10%10%10%
6215416546975123138London13%10%10%7%19%bce10%10%13%13%
6623621738104121143161South East13%15%16%19%14%15%16%15%15%
4354162356627987South West9%3%10%7%8%8%8%8%8%
2652241237414954Wales5%4%6%5%4%5%5%5%5%
37173491459687392Scotland8%11%8%11%5%9%9%8%9%
91141419202325Northern Ireland2%1%3%1%2%3%3%2%2%
Q.1\2 PHONES OWN427140363-278682682959959Mobile (any)
86%93%92%-100%be100%be89%e100%be89%
34910931386-682767682767Landline71%72%79%100%ad-100%ad100%ad71%d71%
Page 147
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 51
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
296104285--682682682682Mobile & Landline60%69%72%--100%abde89%ade71%de63%
1303677-278--278278Mobile only26%24%20%-100%abce--29%bce26%
5352886--86-86Landline only11%3%7%100%abcd--11%acd-8%
PAY TV SERVICE3713972877285313363397Sky
7%1%100%33%28%42%d41%d38%d37%
71501536104109140150Virgin Media1%100%*6%13%15%14%15%14%
49573753130296349427495Other100%5%9%62%abc47%43%45%44%46%
TV6913972893303330395429ANY SATELLITE14%1%100%33%33%44%d43%d41%40%
39073145103230275333390ANY FREEVIEW INC.79%5%8%52%abc37%34%36%35%36%YOUVIEW
38673145102227271329386ANY FREEVIEW EXC.78%4%8%52%abc37%33%35%34%36%YOUVIEW
59-27844515259ANY IPTV12%-1%9%3%6%7%5%5%
10015039740120431471551603ANY PAY TV20%100%100%47%43%63%de61%de57%d56%
41273546112240286352412ANY FTA83%4%9%54%abc40%35%37%37%38%
49515039782237652735889997ANY TV SERVICE100%100%100%96%d85%96%d96%d93%d93%
Page 148
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 51
PAY TV SERVICEQ.1\2 PHONES OWNVirginLandlineMobileMobile &Mobile
OtherMediaSkyonlyonlyLandlineLandline(any)Total(j)(i)(h)(e)(d)(c)(b)(a)
5161403881072706647719341077Unweighted Base49515039786*2786827679591077Weighted Base
INTERNET37513736144215625669840897FIXED BROADBAND AT HOME
76%91%91%52%77%e92%de87%de88%de83%
37713636042223618661842899ANY WIFI ACCESS76%90%91%50%80%e91%de86%e88%de83%
180621779107312321419435ANY WIRED (ETHERNET)36%41%45%11%38%e46%e42%e44%e40%ACCESS
2439328012184434446618639ANY MOBILE (3G/4G)49%62%71%14%66%e64%e58%e64%e59%ACCESS
39213936644233629673862923INTERNET ACCESS AT HOME79%92%92%52%84%e92%bde88%e90%e86%
2338926111153426437579599INTERNET ACCESS OUTSIDE47%59%66%13%55%e63%e57%e60%e56%OF HOME
Page 149
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e* small base
Table 51
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
GENDER29445431422544143847920528532195196196524Male
49%49%49%52%49%49%48%50%47%54%50%50%46%49%
30546932621145745951820631727191194233553Female51%51%51%48%51%51%52%50%53%46%50%50%54%51%
AGE114143121881411381284680342445815016-24
19%15%19%20%16%15%13%11%13%5%11%11%14%14%
1542091721042092051866012511545410221925-3426%23%27%24%23%23%19%15%21%19%14%14%24%bcf20%
11814712184143139149511001048497416135-4420%16%19%19%16%15%15%12%17%17%12%13%17%15%
10816511587161163174611221256567718045-5418%18%18%20%18%18%17%15%20%21%15%14%18%17%
71135744312813015362931259595615755-6412%15%12%10%14%14%15%15%15%20%15%15%13%15%
2888292383881187253768684211965-745%10%km5%5%9%km10%km12%17%aeg9%12%18%aeg17%ae10%11%
63686353690603135959209275+1%4%km1%1%4%km4%km9%ae15%aeg5%6%15%aeg15%aeg5%8%
SOCIAL GRADE1652171681322152172189214416858699231AB
28%24%26%30%24%24%22%22%24%27%22%22%23%21%
21127920515027627327792184148787127309C135%30%32%35%31%30%28%22%31%bf24%22%22%30%29%
118205130881981992118013216767894227C220%22%20%20%22%22%21%19%22%27%20%20%22%21%
Page 150
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 51
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
1042221376620920829114814213139139110311DE17%24%jm21%15%23%j23%j29%36%ae24%22%36%ae36%ae26%29%
MARITAL STATUS35253837025552352956620338339188190279589Married\Living as
59%58%58%59%58%59%57%49%64%bcf66%49%49%65%bcfg55%married
1932642041432602532651151471410911099315Single32%29%32%33%29%28%27%28%24%24%28%28%23%29%
53121663711611516794736909051173Widow\Divorced\Separated9%13%10%9%13%13%17%23%ae12%10%23%aeg23%ae12%16%
WORKING STATUS40957544130456356055818937331180182262609Working
68%62%69%70%63%62%56%bcf46%62%bcf52%47%47%61%bcf57%
19034819913133533743922323029206208167468Not working32%38%31%30%37%38%44%54%aeg38%48%53%aeg53%aeg39%43%
CHILDREN IN HOUSEHOLD23832825415232331932485243217579192337Any
40%35%40%35%36%36%33%bcf21%40%bcfg35%19%20%45%bcfg31%
36159538528357657867332635938312312237740None60%65%60%65%64%64%67%ae79%aeg60%65%81%aeg80%aeg55%69%
AREA47474751336772872579831749247300303327866Urban
79%81%80%84%81%81%80%77%82%79%78%78%76%80%
1241761266917117220095110128688102211Rural21%19%20%16%19%19%20%23%18%21%22%22%24%20%
COUNTRY49278253335176276483735150352329332356907England
82%85%83%81%85%85%84%85%83%87%85%85%83%84%
557857567674843354431313592Scotland9%8%9%13%8%8%8%8%9%6%8%8%8%9%
Page 151
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 51
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
374332234442531931318192454Wales6%5%5%5%5%5%5%5%5%5%5%5%6%5%
15191761817238151881425Northern Ireland3%2%3%1%2%2%2%2%3%2%2%2%3%2%
GOVERNMENT REGIONS17271662626341221212121234North East
3%3%3%1%3%3%3%3%4%3%3%3%3%3%
60105674110310311558717555741125North West10%11%10%9%11%12%12%14%12%12%14%15%10%12%
456541386562803845336363082Yorkshire and The Humber8%7%6%9%7%7%8%9%8%5%9%9%7%8%
306034235859692843826262972East Midlands5%6%5%5%6%7%7%7%7%14%7%7%7%7%
7189744981869747586424247102West Midlands12%10%12%11%9%10%10%11%10%11%11%11%11%10%
3994571993919636575343440104East of England6%10%j9%4%10%j10%j10%9%10%8%9%9%9%10%
85124856212112211647659434348138London14%13%13%14%14%14%12%11%11%16%11%11%11%13%
931441088313914014449927484866161South East16%16%17%19%15%16%14%12%15%12%12%12%15%15%
527552297474853650434344487South West9%8%8%7%8%8%9%9%8%7%9%9%10%8%
374332234442531931318192454Wales6%5%5%5%5%5%5%5%5%5%5%5%6%5%
557857567674843354431313592Scotland9%8%9%13%8%8%8%8%9%6%8%8%8%9%
15191761817238151881425Northern Ireland3%2%3%1%2%2%2%2%3%2%2%2%3%2%
Page 152
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 51
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
Q.1\2 PHONES OWN57986261841984284088935255152329333395959Mobile (any)
97%93%97%96%94%94%89%85%91%bcf88%85%85%92%bcf89%
43767344632166166973528647151271275330767Landline73%73%70%74%74%75%74%70%78%cf87%70%70%77%71%
42662943431261862565224043144227230303682Mobile & Landline71%68%68%72%69%70%65%58%71%bcf75%59%59%71%bcf63%
153233184107223215237112120810210393278Mobile only25%25%29%24%25%24%24%27%20%13%26%26%22%26%
11441294244824640745452886Landline only2%5%km2%2%5%k5%km8%11%7%12%12%11%6%8%
PAY TV SERVICE2613662801773603613973539723131397397Sky
44%40%44%41%40%40%40%bcdf8%66%bcdfg4%8%8%92%bcdefg37%
8913993621361371507150-771150Virgin Media15%15%15%14%15%15%15%abcdf2%25%abcdfg-2%2%*14%
2333922431803773754954121005938639069495Other39%42%38%41%42%42%50%ae100%aeg17%100%aeg100%aeg100%aeg16%46%
TV2823943001923853864296239953637429429ANY SATELLITE
47%43%47%44%43%43%43%bcdf15%66%bcdfg8%9%10%100%bcdefg40%
17330218014328828839038745838639037390ANY FREEVIEW INC.29%33%28%33%32%32%39%ade94%adeg8%13%100%adefg100%adefg9%36%YOUVIEW
16929817614028428438638645838638636386ANY FREEVIEW EXC.28%32%27%32%32%32%39%ade94%adeg7%13%100%adefg99%adefg8%36%YOUVIEW
375541235454599595988559ANY IPTV6%6%6%5%6%6%6%abcf2%10%abcfg100%abcefg2%2%1%5%
38355741126054654960349603594545399603ANY PAY TV64%60%64%60%61%61%60%bcf12%100%abcfg100%bcfg12%12%93%bcfg56%
Page 153
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base
Table 51
INTERNETTVINTERNETANYANYACCESSINTERNETANY MOBILEANY WIREDFIXEDFREEVIEWFREEVIEW
OUTSIDE OFACCESS AT(3G/4G)(ETHERNET)ANY WIFIBROADBANDANY TVEXC.INC.ANYHOMEHOMEACCESSACCESSACCESSAT HOMESERVICEANY FTAANY PAY TVANY IPTVYOUVIEWYOUVIEWSATELLITETotal
(m)(l)(k)(j)(i)(h)(g)(f)(e)(d)(c)(b)(a)
5498805873968588551003436583594114154201077Unweighted Base59992363943589989799741260359*3863904291077Weighted Base
18531818815330230341241249938638762412ANY FTA31%34%29%35%34%34%41%ade100%adeg8%15%100%adeg99%adeg14%e38%
55085658539583183299741260359386390429997ANY TV SERVICE92%93%92%91%93%93%100%100%100%100%100%100%100%93%
INTERNET57189760542288789783230354954284288386897FIXED BROADBAND AT HOME
95%97%95%97%99%km100%ijklm83%bcf73%91%bcfg92%bcf74%74%90%bcfg83%
58189361442189988783130254654284288385899ANY WIFI ACCESS97%97%96%97%100%hjklm99%kl83%bcf73%91%bcfg91%bcf73%74%90%bcfg83%
40642836243542142239515326023140143192435ANY WIRED (ETHERNET)68%hikl46%57%hil100%hiklm47%47%40%37%43%38%36%37%45%40%ACCESS
54363063936261460558518841141176180300639ANY MOBILE (3G/4G)91%hijl68%100%hijlm83%hil68%67%59%bcf46%68%bcfg69%bcf45%46%70%bcfg59%ACCESS
58492363042889389785631855755298302394923INTERNET ACCESS AT HOME98%100%jkm98%98%99%m100%jkm86%bcf77%92%bcfg93%77%77%92%bcfg86%
59958454340658157155018538337169173282599INTERNET ACCESS OUTSIDE100%hijkl63%85%hil93%hikl65%64%55%bcf45%63%bcfg62%44%44%66%bcfg56%OF HOME
Page 154
Consumer Complaints Study - Wave 14 (QS9853 - 731336)
Q. Breaks x BreaksBase: All adults UK
Fieldwork : 02/09/2015 - 06/09/2015 (Week 36)Proportions/Means: Columns Tested (1% risk level) - a/b/c/d/e/f/g - h/i/j/k/l/m* small base