2014 aarp connecticut telecommunications survey aarp connecticut telecommunications survey page 4 2....

2014 AARP Connecticut Telecommunications Survey

2014 AARP Connecticut

Telecommunications Survey

Residents Age 50+ Support Oversights and Protections for All Telecommunication Customers

Nearly all Connecticut residents age 50 and older (96%) surveyed say they still maintain landlinetelephone services in their homes. Even though most (84%) also have a cellular or mobile phone,relatively few residents age 50 and older (5%) expect to disconnect their landlines and use only acellular phone in the near future. These residents give a variety of reasons1 for not giving up theirlandlines, most of which are centered on dependability of landline services, such as in emergenciesand power outages. However, many also note reliance on landlines for things such as medical alertsystems and home alarms.

Consumer protection requirements, like clear customer billing requirements and service qualitystandards, currently differ among phone service providers. Given the heavy reliance on landlineservice, it is not surprising that the majority of respondents agree that consumer protectionsshould apply to all landline telephone services, regardless of the technology used to providethe service.

Whether Consumer Protections Should Apply to AllLandline Services Regardless of Technology

(n=800)

Respondents are also more likely to agree that Connecticut’s Public Utility Regulatory Authority(PURA) should play a central role in determining how the state’s telecommunications markettransitions away from traditional, copper-wire networks to new technologies, such as Internet-based services.

Whether PURA Should Play Central Role in Transitionto New Telecommunications Technology

(n=800)

1See responses to Question 5 in attached survey instrument.

Disagree8%

Agree87%

Neitheragree/disagree

5%

Disagree31%

Agree50%

Neitheragree/disagree

19%


Connecticut’s Public Utility Regulatory Authority (PURA) currently has the authority to enforceconsumer protections for landline phone service, and the majority of Connecticut residents age 50and older believe PURA should continue to oversee the areas of protection it now does, suchas emergency preparedness and public safety, even as the telecommunications marketplacecontinues to advance its technology.

Percentage of 50+ Who Believe PURA Should Continue to OverseeEach Area of Consumer Protection

(n=800)

Given the heavy reliance on landline services among the 50+ population and their strong support forconsumer protections and PURA oversight of the telecommunications marketplace, Connecticutlawmakers should continue to ensure consumers are well-represented as the state continues totransition from traditional copper-wire networks to new technologies.

As part of their efforts to ensure affordable and reliable telecommunication services are available forall Connecticut residents, AARP commissioned a telephone survey of 800 Connecticut residents age50 and older to learn about their opinions on consumer protections for telecommunications customersin the state. This report highlights results from residents who were interviewed between March 11 andMarch 16, 2014. The data presented here have been weighted to reflect the Connecticut populationage 50 and older. The survey has a margin of error of ±3.5%.

57%

57%

64%

77%

79%

80%

87%

87%

88%

94%

Sale or transfer of ownership ofthe traditional phone network to

another service provider

Transition from the traditionalnetwork to new technology

platforms

Moritoring levels of competitionin the wireless market

Keeping the low-incomeassistance program

Resolution of billing, servicetermination and other consumer

disputes with providers

Ensuring access to affordablebasic phone service

Service reliability during normaland extreme weather conditions

Obliging phone companies toprovide service to all customers in

their service areas

Ensuring all households haveaccess to reliable phone service

Emergency preparedness/publicsafety, including 911 service

0% 20% 40% 60% 80% 100%


2014 AARP Telecommunications Survey of Connecticut Residents Age 50+

(N=800, sampling error = ±3.5%)

INTRODUCTION/SCREENER

Hello, this is ______ calling from Precision Opinion, a national opinion research firm. We are nottelemarketers and are not trying to sell you anything. We are interested in your opinions on yourutilities. Your views are important and we would greatly appreciate your participation. All yourresponses will be kept entirely confidential.

S1. Our study is interested in the opinions of certain age groups. Could you please tell me your ageas of your last birthday? [IN YEARS] ___________ [RECORD ACTUAL AGE AND USE THE AGEGROUPS BELOW TO KEEP TRACK OF HOW MANY RESPONDENTS ARE IN EACH GROUP.

800 BASE

- Under 50 [ASK TO SPEAK TO SOMEONE 50 OROLDER AND REPEAT INTRO AND THEN ASK S1. IF NO ONE 50OR OLDER, TERMINATE]

59.2% 50-64

40.8% 65 or older

[DO NOT READ] Refused [GO TO S1B]

S2. RECORD RESPONDENT’S GENDER. ASK ONLY IF ABSOLUTELY

NECESSARY: “To ensure it is recorded accurately, could you please state your gender?

800 BASE

45.9% Male

54.1% Female

S3. And just to confirm, are you a resident of Connecticut?

800 BASE

100.0% Yes

- No [TERMINATE]

First, I’d like to ask you some questions about telephone services in Connecticut.

1. Landline telephone service refers to service received through a telephone line physically connected to yourhome that enables you to make and receive calls. Do you currently have landline telephone service at home?[INTERVIEWER IF ASKED, INFORM THAT LANDLINE DOES NOT INCLUDE MODEM LINES, FAX LINE,HOME SECURITY, BEEPERS, SKYPE, PAGERS, ETC)

800 BASE95.6% Yes3.9% No [SKIP TO QUESTION Q3]0.5% Not sure [DO NOT READ] [SKIP TO QUESTION Q3]

- Refused [DO NOT READ] [SKIP TO QUESTION Q3]


2. Do you have traditional copper-wire landline service or internet telephone service, also known as Voiceover Internet Protocol or VoIP service, which uses the internet to connect calls using regular telephone?[INTERVIEWER IF RESPONDENT USES BOTH, ASK WHICH THEY USE MOST OFTEN]

765 BASE55.7% Traditional copper-wire landline service [SKIP TO Q3]31.6% Internet telephone service [GO TO Q2a.]12.4% Not sure [DO NOT READ]0.3% Refused [DO NOT READ]

2a. IF Q2=b: Is your internet telephone service provided by a telephone company or a cable televisioncompany?

242 BASE25.1% Telephone company72.4% Cable television company1.2% Some other way [DO NOT READ]1.4% Not sure [DO NOT READ]

- Refused [DO NOT READ]

3. As you may know, cellular or wireless phones, also known as a cell or mobile phones, are portabletelephones that can be used away from your house or just about anywhere. These are not cordless phonesthat only work within a limited distance of a base unit plugged into a phone jack. Cellular service is receivedthrough a connection from a wireless telephone to a nearby radio transmitter receiver or tower enabling you tomake local and long distance calls. Do you personally have a cellular or wireless telephone that you use tomake or receive calls?

[IF RESPONDENT REPORTS THEY HAVE A CELL PHONE THAT CAN ONLY BE USED TO PLACE911 CALLS, RECORD A “NO” RESPONSE.]

800 BASE83.1% Yes16.8% No [SKIP TO Q4]0.1% [DO NOT READ] Not sure

- [DO NOT READ] Refused

3a. [ASK ONLY IF Q1 = NO, NOT SURE, REFUSED] Did you disconnect your landline services from yourhome altogether so that the only phone service in your household is cellular phone service?

27 BASE41.3% Yes [GO TO Q6]58.7% No

- [DO NOT READ] Not sure- [DO NOT READ] Refused


4. Looking ahead over the next 12 months, how likely are you to disconnect your landline service and useONLY a cellular or wireless phone for all your telephone needs? Are you extremely likely, very likely,somewhat likely, not too likely, or not at all likely to switch?

789 BASE2.3% Extremely likely [SKIP TO Q6]2.9% Very likely [SKIP TO Q6]8.7% Somewhat likely17.7% Not too likely66.8% Not at all likely1.6% [DO NOT READ] Not sure


5. And why do you think you’ll keep your landline phone and NOT use a cell phone only for all your phonecalls? [INTERVIEWER: DO NOT READ LIST – USE FOR CODING – MULTIPLE RESPONSESALLOWED]

748 BASE33.7% Dependability of landline services in an emergency/power outage/dead cell phone

battery12.0% Lack of cell phone coverage in areas you need it9.1% Cost factors (cell phones and/or services are too expensive, home phone cheaper)4.8% Sound quality issues (can’t hear as well, phone for hearing-impaired)6.0% Lacking experience/confidence with cellphone technology

12.4% No desire to have only cellphone2.9% Don’t want too many phone numbers/different number5.2% Need landline for work/faxing1.7% Required for other services (security alarm; emergency response system)2.7% Bundled services0.9% Need for alarm or medical alert0.9% Relationship with carrier (retired; stockholder)

22.6% Other: (specify)___________________________________________3.0% [DO NOT READ] Not sure0.1% [DO NOT READ] Refused

6. The nation’s telecommunications market place is in the midst of a transition away from traditional, copper-wire networks to new technologies, namely use of the Internet to provide Voice over Internet Protocol—orVoIP--service. How strongly do you agree or disagree that Connecticut’s Public Utility Regulatory Authority(PURA) should play a central role in determining how our state telecommunications market transitions to newtechnology platforms. Do you strongly agree, somewhat agree, somewhat disagree, or strongly disagree?

800 BASE18.7% Strongly agree31.3% Somewhat agree11.0% Somewhat disagree19.9% Strongly disagree8.1% [DO NOT READ] Neither agree nor disagree10.7% [DO NOT READ] Not sure0.3% [DO NOT READ] Refused


7. Consumer protection requirements, like clear customer billing requirements and service quality standards,currently differ among landline phone service providers. How strongly do you agree or disagree that the sameconsumer protections should apply to all telephone services regardless of the technology used to provide theservice. Do you strongly agree, somewhat agree, somewhat disagree, or strongly disagree.

800 BASE62.7% Strongly agree23.8% Somewhat agree3.8% Somewhat disagree4.5% Strongly disagree2.6% [DO NOT READ] Neither agree nor disagree2.3% [DO NOT READ] Not sure0.3% [DO NOT READ] Refused

8. Connecticut’s Public Utility Regulatory Authority (PURA) has the authority to enforce consumer protectionsfor landline phone service. I’m going to read you a number of consumer protections. For each one please tellme whether you believe the PURA should continue to oversee the area of protection regardless of thetechnology used to provide telephone service? Do you believe PURA should continue to oversee… [INSERTITEM A-K FROM LIST BELOW AND RANDOMIZE ORDER OF ITEMS]

a. Network and service reliability during normal and extreme weather conditions

800 BASE87.0% Yes9.9% No2.7% [DO NOT READ] Not sure0.4% [DO NOT READ] Refused

b. Emergency preparedness and public safety, including access to 911 service

800 BASE93.9% Yes3.8% No2.3% [DO NOT READ] Not sure


c. Universal service requirements to ensure that all households in Connecticut have access to

reliable phone service

800 BASE87.8% Yes10.0% No2.3% [DO NOT READ] Not sure



d. The obligation for the phone company to provide service to all customers in their service area.


e. Service affordability requirements to ensure access to affordable basic phone service, including

when basic service is purchased in conjunction with optional services, such as Call Waiting or

Caller ID


f. The sale or transfer of ownership of the traditional phone network to an affiliate or alternate

service provider


g. The transition away from the traditional telephone network to new technology platforms


h. Resolution of billing, service termination, and other consumer disputes with their telephone

service provider


i. Monitoring of sales and marketing practices to detect and deter misleading practices



j. Keeping the low income telephone assistance programs


k. Monitoring the level of competition in the wireless or cellular phone market


Demographics

The last few questions are for classification purposes only and will be kept entirely confidential.

D1. What is your current marital status? Are you…[INSERT AND READ EACH]?

800 BASE

56.1% Married

4.2% Not married, living with your partner or significant other

0.6% Separated

11.4% Divorced

14.0% Widowed

11.3% Or are you currently single and never married

0.1% [DO NOT READ] Not sure

2.4% [DO NOT READ] Refused

D2. [IF D1 = 1 ASK: “Are you or your spouse currently a member of A-A-R-P?” IF D1 = 2 ASK:“Are you or your partner currently a member of AARP?” OTHERWISE ASK “Are you currently amember of AARP?”]

800 BASE

50.2% Yes

47.4% No




D3. What is the highest level of education that you completed? Was it…[INSERT AND

READ EACH]

800 BASE

4.7% 0 to 12th grade, but with no diploma

21.5% High school graduate or equivalent

11.4% Post high school education, but with no degree

10.6% 2 year degree

18.3% 4 year degree

9.0% Post graduate study, but with no degree

23.3% Graduate or professional degree



D4. Which of the following best describes your current employment status? Are you…

[INSERT AND READ EACH]

800 BASE

7.2% Self-employed full-time

3.5% Self-employed part-time

32.1% Employed full-time

6.6% Employed part-time

38.2% Retired and not working at all

3.5% Unemployed and looking for work

7.8% Or are you not in the labor force for other reasons



D5. Do you own or rent your primary residence?

800 BASE

80.5% Own

18.1% Rent



D6. What type of home is your primary residence? Is it a …[INSERT AND READ]?

800 BASE

74.8% Single family home

5.9% Town home or duplex

8.9% Apartment

6.5% Condominium or coop

2.4% [DO NOT READ]Something else




D7. Thinking about your state elections for Connecticut Governor and Legislators in the last 10years, which of the following best describes your voting behavior? Would you say you votealways, most of the time, about half of the time, seldom, or would you say you never vote?

800 BASE

62.1% Always

22.1% Most of the time

6.2% About half of the time

4.3% Seldom

4.7% Never



D8. Do you consider yourself to be a ….….[READ AND RANDOMIZE]..or something else?

800 BASE

29.4% Democrat

19.8% Republican

38.5% Independent

5.2% Other [DO NOT READ]

2.6% None of above [DO NOT READ]

1.0% Don’t know [DO NOT READ]

3.5% Refused [DO NOT READ]

D9. How would you characterize your political views? Would you say you are…

[INSERT, READ, AND RANDOMIZE ITEMS A, B, and C.]?

800 BASE

31.9% Conservative

40.8% Moderate

19.9% Liberal

2.2% None of these [DO NOT READ]




D10.We realize income is a private matter and so rather than ask you anything specific

about your income, I’d like to ask you to please stop me when I get to the category that includesyour household’s income before taxes in 2013. Was it…[INSERT AND READ EACH]?

800 BASE

3.6% Less than $10,000

5.6% $10,000 to less than $15,000

3.7% $15,000 to less than $20,000

3.5% $20,000 to less than $25,000

3.1% $25,000 to less than $30,000

6.3% $30,000 to less than $40,000

6.4% $40,000 to less than $50,000

13.3% $50,000 to less than $75,000

10.7% $75,000 to less than $100,000

14.1% $100,000 to less than $150,000

10.6% $150,000 or more



D11. What is your 5-digit zip code? ___ ___ ___ ___ ___

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million, that helps peopleturn their goals and dreams into real possibilities, strengthens communities and fights for the issues thatmatter most to families such as healthcare, employment and income security, retirement planning,affordable utilities and protection from financial abuse. We advocate for individuals in the marketplace byselecting products and services of high quality and value to carry the AARP name as well as help ourmembers obtain discounts on a wide range of products, travel, and services. A trusted source forlifestyle tips, news and educational information, AARP produces AARP The Magazine, the world'slargest circulation magazine; AARP Bulletin; www.aarp.org; AARP TV & Radio; AARP Books; and AARPen Español, a Spanish-language website addressing the interests and needs of Hispanics. AARP doesnot endorse candidates for public office or make contributions to political campaigns or candidates. TheAARP Foundation is an affiliated charity that provides security, protection, and empowerment to olderpersons in need with support from thousands of volunteers, donors, and sponsors. AARP has staffedoffices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands. Learn more atwww.aarp.org.

State Research brings the right knowledge at the right time to our state and national partners in supportof their efforts to improve the lives of people age 50+. State Research consultants provide strategicinsights and actionable research to attain measurable state and national outcomes. The viewsexpressed herein are for information, debate, and discussion, and do not necessarily represent officialpolicies of AARP.

AARP Research Center

For more information about this survey, please contact Kate Bridges at

202.434.6329 or [email protected]

mailto:[email protected]

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