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Mobile Web Watch 2012



Mobile Internet—
spawning new growth
opportunities in the
convergence era
Contents
Executive Summary	   3

Usage Behavior	      6
Drivers of Usage	    12

Challenges	16

Opportunities	20

About the Survey	    24

Conclusion	26
Executive Summary
Mobile devices are rapidly becoming the primary medium to access the
Internet across age groups, and across mature and emerging markets.
In a world brimming with smarter smartphones, tablets, notebooks and
other affordable Web-enabled mobile devices, and powered by better
network coverage, faster broadband connections, Wi-Fi networks
and the explosive growth of mobile apps, the demand for ubiquitous
availability of Internet is only getting stronger. Little wonder then that
there is so much excitement around every new version of a smartphone
or tablet.
A survey conducted by Accenture on Internet access                Consumers are now more willing than ever before to pay
through mobile devices confirms that mobile Internet usage        for premium services. The survey also identifies mobile
continues to be on a sharp upward trajectory. Indeed, it          payments as a significant growth avenue with growing
has now reached the stage when market players across              use and awareness of these services. The opportunity in
communications, media and technology should look forward          augmented reality services is huge with half the mobile
to business opportunities and the operational efficiencies of a   Internet users surveyed expressing interest or planning to
mass market. That is, if they are prepared for it.                use these services in the future. In fact, a large segment are
                                                                  even willing to pay for cloud services. A key driver of mobile
The survey, conducted across 13 countries in Europe, Latin
                                                                  Internet usage has been significant improvements in network
America and South Africa, brings to the fore five key trends
                                                                  quality and coverage over the years—the user’s primary
in the digital consumer’s behavior that have implications
                                                                  criterion in selecting a service provider. The survey highlights
not only for players in telecommunications, media and
                                                                  how consumers are increasingly looking for superior Internet
technology, but also for those in other industries such as
                                                                  experience on their mobile devices, similar to what they are
retail, utilities and automotives.
                                                                  used to on their computer or television. While on-the-go
A key finding of the survey is that a majority of Internet        online services, such as news, traffic and travel information,
users connected to the Internet with a mobile device in           and banking are of the highest importance to mobile Internet
the past one year, with smartphones emerging as the most          users, concerns regarding data security persist, especially
popular mobile Internet access medium. In fact, activities or     for those using or considering the use of cloud services.
transactions on mobile Internet have become so much a part        With users expressing annoyance with online advertising,
of daily life that those who don’t own a mobile Web-enabled       marketing companies will need to focus on more targeted
device intend to buy one soon. A growing number of mobile         advertising.
Internet users are using their mobile devices to receive and
                                                                  In the following pages, we explore these findings in greater
send e-mails, connect on online communities or for instant
                                                                  detail and discuss the implications they may have for
messaging. The survey identifies usability and mobile apps
                                                                  companies looking at seizing the opportunity arising out of
as the primary drivers of mobile Internet use, with a higher
                                                                  the growing use of mobile Internet.
proportion of users having downloaded programs and apps on
their mobile devices in the past one year.




                                                                                                                                 3
•	 69% of all Internet users did so through a mobile device

•	 61% did so through a smartphone, 37% through a
   netbook and 22% through a tablet

•	 73% of men compared to 66% of women

•	 58% for personal matters compared to 20% for work-related matters

•	 45% of those above 50 use mobile internet

•	 62% accessed online communities such as Facebook

•	 46% conducted a banking transaction using their mobile device

•	 71% downloaded programs or apps on their mobile device

•	 57% downloaded or viewed short videos (less than 5 minutes)

•	 70% have concerns over data security

•	 78% are interested in cloud consumer services

•	 87% are interested in premium
   technical services

•	 36% accessed the Internet
   through a TV and
   27% through a gaming console




4
Core Findings
•	Growing use of mobile Internet                      •	There is an app for everything
	 South Africa and Brazil were ranked as the          	 More than 60 percent used their mobile device
  highest users accessing the Internet on mobile        to access online communities such as Facebook,
  devices while France, Germany and Finland were        while mobile banking growth is also evident with
  among the lowest.                                     46 percent using a mobile device to conduct a
•	Narrowing gender gap                                  banking transaction. In total, 71 percent of mobile
                                                        Internet users have downloaded programs or apps
	 73 percent of men among the respondents
                                                        on their mobile device.
  accessed the Internet on a mobile device as
  compared with 66 percent of women.                  •	Videos on mobile grabbing eyeballs
•	More personal than work-related use                 	 57 percent of the users downloaded or viewed
                                                        short videos of less than five minutes.
	 58 percent of the respondents accessing the Web
  on a smartphone did so for personal matters as      •	Quality is king
  against 20 percent doing so for work-related        	 Quality of the network is an important criterion
  matters.                                              in choosing a network provider for access to the
•	Finally the world is always on                        Internet over a mobile device while cost of data is
                                                        ranked as the fourth-most important factor.
	 85 percent use their mobile device to access the
  Internet once a day or more. Of those accessing     •	Data security concerns impede mass adoption
  online communities, Twitter or mobile blogging,     	 70 percent of mobile Internet users are worried
  over 80 percent do so more than once a week.          about data security while 23 percent perceive the
•	Gen X showing growing appetite for mobile over        monthly cost of accessing the Internet on their
  Internet                                              mobile device to be higher than expected.
	 A little over 80 percent of those in 14-29 age      •	Opportunity to monetize new services.
  bracket accessed the Internet on a mobile device,   	 87 percent of respondents are interested in
  but at least 45 percent of those above the age of     premium technical services, and 78 percent in
  50 were also involved in such activities.             consumer cloud services. Respondents would be
                                                        willing to pay to benefit from them, with over half
                                                        of respondents willing to pay up to $10.




                                                                                                          5
Usage Behavior




6
Internet through mobile devices
poised to outpace access from
stationary devices?
The mobile Internet, the popularity of which is evident in the    the age of 50 used their smartphones for Internet-related
buzz generated around every new mobile phone or tablet, is        activities.. While the overall upward trend is evident across
close to being a mass market. An average of 69 percent of         all the countries that were surveyed, the emerging markets of
Internet users connected to the Web with a mobile device in       Brazil, South Africa and Russia showed the highest adoption
the past 12 months. Of these, 61 percent used smartphones         of smartphones (above 70 percent on average) for Internet
for accessing the Internet. Among non mobile Internet users,      use. The rising popularity of smartphones in Brazil, South
46 percent expressed interested in buying a Web-enabled           Africa and Russia for Internet use is in line with developments
mobile device in the future. This as an increasing number of      in other emerging markets such as India. These countries,
innovative touchscreen models with great image resolution,        with a dearth of fixed lines, have been witnessing a mobile
faster Internet access and attractive built-in social media and   phone revolution of hyper growth for some years now, fuelled
mobile payment apps are hitting the market every day.             in part, by declining costs—both of devices and subscription
                                                                  rates—and a growing wealthy middle class. The widespread
The increasing use of mobile Internet is relevant across all
                                                                  lack of personal computers, relatively more expensive than
age groups. Of the 61 percent of respondents who used
                                                                  mobile phones, meant that for many people, the mobile phone
smartphones for accessing the Internet, more than 70 percent
                                                                  would be the first entry into the Internet world.
were in the younger age group (between 14 and 39 years).
Interestingly, approximately 45 percent of those above




Mobile devices used in the past 12 months to access the Internet
Multiselect
                                                                                      • Mobile Internet usage is now a
                                                       69% of respondents               mass market with 69% of
Smartphone                                       61%
                                                                                        users having got
                                                       have used mobile
                                                                                        connected to the Internet through
Netbook                                    37%         devices to access the            a mobile device in the past 12
                                                       Web in the last 12               months
Tablet                              22%                months
                                                                                      • Smartphones are the most
                                                                                        popular mobile access method
                                                                  94% of                to the Internet with 61% of respondents
Computer/Laptop                                           92%     respondents           using smartphones
                                                                  have used             versus 37% for netbooks and
                                                                  stationary            22% for tablets
TV                                         38%                    devices to
                                                                                      • Age is a differentiating factor
                                                                  access the
                                                                                         with 82% of those aged 14-29
Gaming console                           29%                      Web in the            accessing the Internet on a
                                                                  last 12               mobile device versus only 45%
                                                                  months                for people above 50


Source: Mobile Web Watch Survey, 2012
Base: All respondents
(n=17,225; Excluded Don´t know answer)



Figure 1a. Internet users connecting to the Web through mobile devices.
© 2012 Accenture. All rights reserved.




                                                                                                                                  7
Strong demand for Web-enabled                                    Usage patterns show increasing use
mobile devices                                                   of smartphones for work-related
Not surprisingly, the emerging markets lead mature markets       activities
in our survey in terms of future demand too. For example,
                                                                 According to the survey, 58 percent of the people accessing
more respondents in the emerging markets than in mature
                                                                 the Web on a smartphone did so for personal matters versus
markets, expressed their intention to buy a web enabled
                                                                 20 percent for work-related activities. The proportion of
mobile phone in the near future (Brazil 78 percent, Russia 73
                                                                 professional work done on other mobile devices such as
percent, Mexico 61 percent, South Africa 57 percent versus
                                                                 tablets was higher than that on smartphones. As more
an average of 40 percent for all countries). However, the
                                                                 and more people use their mobile devices for work-related
demand has been rising over the years. Reflecting inherent
                                                                 matters, a trend in consumerization of IT is developing with
demand across all the countries surveyed, an average of 60
                                                                 implications for enterprise IT. Companies are already working
percent of those who do not own a mobile phone or who do
                                                                 towards allowing consumer devices for work-related activities
not access the Internet through their mobile phone have tried
                                                                 to lower costs, increase productivity and improve employee
to use mobile Internet at least once; 45 percent said they
                                                                 engagement, creating a mixed device environment where
were considering doing so in the near future.
                                                                 private and social data from native and web apps reside
While smartphones are the dominant mobile devices for            alongside mission-critical enterprise data.
Internet access, the rising popularity of netbooks (37 percent
                                                                 Additionally, the survey shows that of those accessing the
of the participants) and tablets (22 percent) shows that the
                                                                 Internet a large proportion of them (85%), do so at least
digital consumer seeks an array of features while connecting
                                                                 once a day. The frequency of use highlights that the mobile
to the Internet, anywhere, anytime. Indeed, their increasing
                                                                 or digital consumer now has a choice of activities that can be
use across countries and across demographics highlights
                                                                 conducted on a mobile phone other than just making phone
the unprecedented computing power in the hands of the
                                                                 calls and texting.
hyperconnected consumer. This segmentation of the mobile
device market revealed by the survey has implications for
not only device manufacturers but also for players in the
communications, media and technology value chain, such
as communication service providers, device manufacturers,
content providers, communications operators, Internet
security companies and Internet advertisers.




8
Gender differences in mobile
Internet usage are blurring
The gender differences in the usage pattern continues to be
the same as in previous Accenture surveys (which were limited
to three countries—Austria, Switzerland and Germany) with
more men (73 percent) than women (66 percent) using mobile
Internet but there is evidence that the gap is narrowing. For
example, in Germany, the differences have nearly disappeared
with 59 percent of the men surveyed accessing the Web
through mobile devices against 58 percent women compared
with 37 percent and 17 percent, respectively in 2011. There
are, of course, some countries such as Finland and Austria
where the gender bias is significantly wide. However, results
from Ireland, where the reverse situation exists with 78
percent of women and 76 percent of men using mobile
Internet, also suggest mobile Internet use may follow the
overall demographic gender profile of the country in time.




Men are still using mobile Internet more frequently than women
Mobile devices used in the past 12 months to access the Internet
(e-mails, apps, news, downloads)
% who used a mobile device to access the Internet
    Male
    Female


 82%    80%    79%            77%              78%
    77%                78%                         76%
                   75%           75% 76%    76%           73%
           72%            70%                         71%        70%    68%          65%
                                        66%                  66%
                                                                    62%                 63% 64%     59%
                                                                                                       58%
                                                                                              53%
                                                                               48%




    ZA         CH        BR         MX   ES   AT    IE      IT     AVG   RU   FI       UK    FR       DE



Base: All respondents
(n=17,225; Excluded Don´t know answer)
Source: Mobile Web Watch Survey, 2012                                                                      8


Figure 1b. Gender differences in mobile Internet access are narrowing.
© 2012 Accenture. All rights reserved.




                                                                                                               9
Growing use of mobile Internet for
e-mail, phone or video calls and social
media
Receiving and sending e-mails continues to be the most          The frequency of these activities is also trending upwards. The
pervasive use of the Internet on mobile devices with 70         survey shows that of those into mobile blogging or accessing
percent using an e-mail program installed on their mobile       online communities or Twitter, over 80 percent did so more
device or via the website of an e-mail provider (60 percent).   than once a week with younger people more active than
                                                                older people: 53 percent of those aged 14-19 compared to 25
Phone or video calls via Internet ranks as the top activity
                                                                percent of those in the above 50 age bracket. This trend of
among mobile device users (79 percent of the users indicated
                                                                using mobile devices for social media and online communities
this service as “quite and extremely important”). However,
                                                                provides the key to understanding consumer behavior and
a host of other activities such as messaging through social
                                                                many mobile phone manufacturers focus on providing user-
media, blogging and tweeting, and watching videos are also
                                                                friendly features or embedded platform for such activities.
on the rise; 62 percent of the respondents said they access
social media platforms and online communities through a
mobile device, and an equal percentage use instant messaging
apps. Mexico and South Africa are the top users of these
services, especially instant messaging (83 percent and
82 percent, respectively), and blogging and tweeting (40
percent and 39 percent, respectively). Following closely are
respondents in Brazil (73 percent) and Spain (70 percent)
while France trails far behind with less than the average for
all countries in the case of all these online services.




10
Sending or receiving e-mails is still the most popular activity but others,
such as online communities, blogging and banking, are catching up quicky
Activities carried out on mobile Internet devices
                                                                                                               • Sending or receiving e-mail is the most
Received and sent e-mails through                                                                                popular activity among mobile
                                                                                                      70%
a mail program installed on the mobile device                                                                    Internet users with 70% using
                                                                                                                 their mobile device to receive
Received and sent e-mails via the
                                                                                                 62%
                                                                                                                 and send e-mail
website of an e-mail provider
                                                                                                               • 62% used their mobile device
Used online communities/platforms such as                                                                        to access online communities
                                                                                                 62%
MySpace, StudiV Z, Facebook, Xing, Tuenti
                                                                                                                 such as Facebook, 61% for
Used instant messaging
                                                                                                                 instant messaging, while 27%
(AOL, Yahoo, Skype, Windows Instant                                                             61%              used it for tweeting and blogging.
Messenger, G Talk, Whatsapp, Bbm)                                                                                Mobile banking growth is also
                                                                                                                 evident with 46% using a
Managed banking transactions                                                            46%
                                                                                                                 mobile device to conduct a
                                                                                                                 banking transaction.

Mobile blogging and tweeting                                                 27%



Source: Mobile Web Watch Survey, 2012
Base: All respondents using a mobile device to access the Internet (n=11,884; both personal or work related)



Figure 1c: Online communities, blogging and mobile payments on the rise
n=11884; both personal or work-related
© 2012 Accenture. All rights reserved.




                                                                                                                                                           11
Drivers of Mobile
Internet Usage




12
Mobile apps accelerating mobile
Internet use
The survey identifies mobile apps as one of the primary                         Information apps are the most popular app download in
drivers of mobile Internet use. As a gateway to the Internet,                   Austria, Germany, Switzerland, the United Kingdom (UK),
mobile apps are extremely convenient. Not surprisingly, the                     France, Italy, Ireland, South Africa and Russia. Entertainment
survey confirms that a higher proportion of those aged 14-29                    apps are the most popular in Brazil, Mexico, Spain and
years downloaded apps (76 percent in the 15-19 age group                        Finland. More than half the mobile Internet users surveyed
and 80 percent in the 20-29 age bracket) and music (71                          have downloaded or viewed short videos (of less than
percent in the 15-19 age group and 61 percent in the 20-                        5-minute duration), checked weather information, retrieved
29 age bracket). A higher share of men download programs                        travel information or read the news on their mobiles.
or apps (74 percent) as compared to women (68 percent).
                                                                                The survey’s findings, highlighting the explosive growth
Mexico and South Africa again lead the pack with the most
                                                                                in consumer demand for communications, entertainment,
number of respondents downloading apps and music. A
                                                                                commercial and social networking activities over the
majority of the survey participants in Russia (66 percent)
                                                                                Internet will require significant and continued investment in
download ringtones.
                                                                                infrastructure upgrades by communications service providers.
                                                                                Planning for this in a systematic way is critical to ensure
                                                                                adequate finance is available and needs to be done as part of
                                                                                an overall strategy which seeks to capitalize on the potential
                                                                                revenue opportunities available to providers through offering
                                                                                new and additional services through this medium.



Which of the following types of programs or apps have you downloaded from
the Internet on your smartphone/tablet/netbook?
                                                                                                                Smartphone   Tablet   Netbook

                                          Information apps                                                         73%       66%       76%
                                                                                                   72%
                           (train schedules, weather news)

                                       Entertainment apps                                                          72%       61%       72%
                                                                                                  70%
                                   (single or group games)

                     Apps for arranging leisure activities                                                         52%       54%       54%
                                                                                            53%
                          (events, contacts with friends)

                                      Educational apps                                                             42%       57%       51%
                                                                                      46%
           (language learning programs, reference works)

                                      Organizational apps
                                                                                     43%                           41%       50%       49%
                   (financial spreadsheets, voice recorder
                       training, planning, nutrition guide)

                    Apps that help, manage your money                                                              30%       39%       38%
                                                                               33%
             (household, bookkeeping, budget calculator)

                                  Fitness and health apps
                                                                               32%
                                                                                                                   32%       33%       33%
                       (training, planning nutrition guide)




Source: Mobile Web Watch Survey, 2012
Base: All respondents who download apps for any use (n=8,487, both personal)


Figure 2a. Mobile apps fuelling Internet use through mobile devices.
© 2012 Accenture. All rights reserved.




                                                                                                                                             13
Choice of operating systems and
usability adding to demand
The availability of different operating systems (OS) is also              services they consider important—such as communications,
fuelling the growth of mobile Internet. When it comes to                  traffic and travel information, banking and access to
devices, 85 percent of the survey participants said that the              social networks. The most preferred OS was Android (41
OS was the most important factor in selecting a smartphone                percent), followed by Microsoft Windows and iOS. In terms
or tablet. This was the case with more 90 percent of the                  of geographic distribution, Android is the most preferred OS
respondents from countries such as Brazil, South Africa and               in most countries except in Switzerland, the UK and Ireland
Mexico where there are heavy users of mobile phone apps.                  where the iOS is more popular and in South Africa where RIM
The OS is a crucial factor as consumers want easy access to               is the most preferred OS.


Which of the following is your preferred Operating system?

           41%




                                      22%

                                                                  18%



                                                                                 9%
                                                                                                      8%


                                                                                                                          2%


         Android                  IOS (Apple)                 Microsoft    Symbian (Nokia)      RIM (Blackberry)    Bada (Samsung)
                                                              Windows

Source: Mobile Web Watch Survey, 2012
Base: Respondents using a smartphone or tablet who see operating system
as 'somewhat/very important'
(n=9,193; Excludes Don´t know answer)


Figure 2b. Operating system is crucial in smartphone
and tablet selection.
© 2012 Accenture. All rights reserved.




14
Blurring device boundaries: Using the Internet via TV and gaming consoles
Going beyond drawing the attention of communications, media and technology players toward the growing popularity
and use of mobile Internet, the Mobile Web Watch Survey 2012 also presents interesting findings around multidevice
usage. Ushering in a second stage of evolution with Internet content relocating to multiple devices and platforms, a
remarkably high—94 percent of the respondents—have used stationary devices such as personal computer, television
(TV) or gaming console—to access the Web in the last 12 months. The survey reveals 38 percent of these respondents
accessed the Internet through TV, a significant share considering that the uptake of “smart or connected TV” has been
more pronounced only in the last couple of years. France (44 percent), Switzerland and Spain (42 percent), Mexico (42
percent) and Brazil (40 percent) are among the countries with the highest numbers of respondents using the Internet
through TVs. Internet TV access is the highest (approximately 40 percent) among those who are less than 40 years old
but drops considerably beyond this age group. Around a third of the respondents have watched movies, TV shows or
longer video clips (more than 5 minutes) over the Internet on TV.
Another device class that has emerged as an entry platform for consumers’ Internet activities is the gaming console with
29 percent of respondents using these for accessing the Internet. Not surprisingly, the highest penetration of gaming
consoles is in the younger age group (44 percent among those between 14 and 19 years) but those in the 30-39 age
bracket (33 percent) are also using the Internet via consoles. Internet access via consoles is the highest in Spain (36
percent), followed by Mexico (34 percent), Ireland (33 percent), France (31 percent) and the UK (30 percent).
With the boundaries of devices becoming increasingly blurred, these findings undoubtedly signal a new leap in
convergence that calls for market players to shape their service offerings to maximize the “connected world” experience
of consumers—both at home and on the go.




                                                                                                                        15
Challenges
Data concerns persist, especially over
cloud services
The consumer also wants a secure environment—70 percent         Additionally, companies across the communications, media
of the mobile Internet users surveyed had concerns about        and technology value chain will need to take note of a finding
the security of their data. These concerns ranged from losing   that reiterates the annoyance factor associated with online
personal data, hacking of personal data to viruses harming      advertising. A higher share of the mobile Internet users—who
mobile devices in the case of 80 percent of those using or      most often come across ad banners and coupons on tablets
considering the use of cloud services.                          and advertising through texting on smartphones—find these
                                                                services annoying. This again brings to light the growing
This finding highlights a significant opportunity for cloud
                                                                struggle of advertising and marketing companies in finding
service providers to work with network service providers to
                                                                innovative ways of getting their messages across. Service
meet the data security needs of the digital consumer through
                                                                providers and content developers will need to explore
adapted tariff plans and appropriate privacy policies.
                                                                opportunities to collaborate with marketing and advertising
                                                                companies to overcome this barrier.




16
Network quality is critical–consumers                               Cost of mobile Internet access
are looking for ubiquitous coverage                                 perceived to be higher than expected
Consumers want ubiquitous coverage—a network that follows           While the subscriber’s primary criterion in selecting a service
them everywhere and provides compelling usage experience            provider is the quality of network, the cost of data connection
anywhere. The survey shows that the subscriber’s primary            falls just outside the top three network selection criteria,
criterion in selecting a service provider is the quality of         possibly because such costs have stabilized. However, it is
network—close to 90 percent of the respondents voted for            still an important criterion for more than 80 percent of the
network quality and an almost equal number chose coverage           respondents. Interestingly, while a majority (56 percent)
as the basis for network selection. This was closely followed       of the survey participants felt the monthly cost of mobile
by connection speed (85 percent). This was true across              Internet access was within their expectations, nearly a
emerging markets as well as mature economies. In countries          quarter considered it to be high. This perception could be
such Mexico, Brazil and South Africa, more than 90 percent          a barrier to a faster adoption of mobile Internet among all
of the survey participants cited network quality as the most        Internet users.
important basis on which they chose their network provider
for mobile Internet access. The network quality criterion was
on the top of the list, which along with connection speeds          Ad banners and advertising through
and cost of data connection, included other factors such as
quality of customer service, device subsidy, contract period,       texting considered to be annoying
devices on offer and content from the service provider, and         Additionally, companies across the communications, media
special offers.                                                     and technology value chain will need to take note of a finding
The importance of all these criteria (which more than half          that reiterates the annoyance factor associated with online
of the respondents find crucial to their decision on network        advertising. About 38 percent of the respondents considered
selection) implies that network providers will need to pay          add banners as annoying and while just as many found
special attention to two basic things: constantly upgrading         advertising through texting irritating. However, 66 percent
their network and offering innovative subscription packages.        were favorable to information on coupons and promotions—
Significant investments in upgrading network quality and            with 46 percent viewing it as informative and 20 percent as
coverage would indeed be a critical driver in driving mobile        amusing. This again brings to light the growing challenge for
Internet usage.                                                     advertising and marketing companies to develop innovative
                                                                    ways to reach out to their target audience. Service providers
                                                                    and content developers will need to explore opportunities
                                                                    to collaborate with marketing and advertising companies to
                                                                    overcome this barrier.

What are the main concerns you have about consumer cloud services?
                                                    Multi select
         I am concerned that my personal data
          (documents, phone numbers, e-mails)                                           47%
                                 could be lost


                I am worried that other people
                       would access my data                                          44%
                       without my knowledge


                      I am worried that viruses
                       and malicious programs                              32%
                 could harm my mobile devices


                  I am not worried about using
                                                                   21%
                       consumer cloud services



 Source: Mobile Web Watch Survey, 2012
 Base: All respondents interested in cloud/data storage services
 (n=6,475)

Figure 3a. Data security is a concern, especially in consumer cloud services.
© 2012 Accenture. All rights reserved.
                                                                                                                                17
Quality of network is the most important criteria in choosing a
network provider for access to the Internet on a mobile device
Most important criteria in the choice of a network provider for mobile
Internet access
                                                                                                • Quality of network and
Quality of network                             31%                       58%              89%
                                                                                                  coverage were the most
Coverage                                     24%                      64%                 88%     important criteria in choosing a
                                                                                                  network provider for Internet
Connection speed                              28%                       57%              85%      access through a mobile
                                                                                                  device
Cost of data connections                     26%                     55%                81%
                                                                                                • 89% of the respondents said
Quality of customer service                   29%                  41%            70%             quality of network was
Past experience with                                                                              either very important or extremely
                                               30%                34%          64%
the provider                                                                                      important
The device subsidy                           24%            29%          53%                    • For 88%, coverage was most
                                                                                                  important
Subsidy on device                            25%             29%         54%
                                                                                                • Connection speed was the next
Devices on offer from
                                             26%            26%         52%                       most important criteria,
the network providers
Content available from                                                                            followed by cost
                                             24%            27%         51%
the network provider
Special offers                               24%            27%         51%

     Very important             Extremely important
Source: Mobile Web Watch Survey, 2012
Base: All able to choose their personal and work-related network providers (n=12,485)


Figure 3b. Consumers want good network quality and coverage.
© 2012 Accenture. All rights reserved.




18
How do you view these advertising messages?

                                         Ad banners
                                                                 38%              25%            24%     13%
                                          (n=6,444)


                      Advertising through texting
                                                                 37%             24%             27%     12%
                                          (n=4,679)

                     Text messages or displays on
                     special offers or promotions
                                                             22%          20%           38%              20%
                               at a store near you
                                          (n=4,179)

                 Information on special offers
     and promotions sent to your mobile phone            16%        18%              46%                 20%
                                   (n=2,131)


                                            Coupons
                                                        9%       18%              48%                  25%
                                          (n=4,184)


                                               Annoying            Indifferent     Informative         Amusing


  Source: Mobile Web Watch Survey, 2012
  Base: All respondents encountering advertising messages

Figure 3c. Monthly costs of accessing the Internet considered to be higher than expected.
© 2012 Accenture. All rights reserved.

Which statement about the monthly costs of accessing the Internet
through your smartphone/tablet/netbook do you most agree with?
My monthly cost is....
                                                 Smartphone           Tablet     Netbook


     More than expected             23%              25%                22%        16%




        What is expected            56%              53%                61%        60%




      Less than expected            21%              22%                17%        24%


Source: Mobile Web Watch Survey, 2012
Base: All respondents using a mobile device to access the internet (n=11,884)

Figure 3d. Mobile Internet users find ad banners and advertising through texting annoying.
© 2012 Accenture. All rights reserved.




                                                                                                                 19
Opportunities




20
Mobile payments—a growth engine
Telecom players, payment gateway companies and enterprises                   percent of the respondents have used their mobile device
need to note the growth potential in mobile payments. While                  for banking transactions. Banks are also increasingly adding
only 16 percent of smartphone and tablet users are currently                 the mobile platform to their mix of distribution channels
using mobile payment services, 74 percent are aware of such                  to meet the growing demand for mobility. Not surprisingly,
services and an additional 39 percent indicated they would be                marketplace estimates put the number of m-banking users
interested or plan to use mobile payment apps. Indeed, mobile                globally at 500 million by 2010.
banking (m-banking) features quite high among the more
favored mobile Internet activities. The survey shows that 46



Are you using mobile payments on your smartphone/tablet

                     Awareness                                                          Usage

                                                                      Currently using    16%                        Smartphone    Tablet


                                                                                                       55%              54%        58%
            Aware         74%
                                                      Interested or planning to use      39%




                                                Do not use/not interested in using       45%
         Unaware          26%



  Source: Mobile Web Watch Survey, 2012
  Base: All respondents using smartphone or tablet to access the Internet
  (n=10,815)

Figure 4a. Mobile payments—growing awareness and use.
© 2012 Accenture. All rights reserved.




Augmented reality
The improved navigation features, lower data costs and                       plan to use such services soon. Overall, 23 percent of the
availability of a range of apps are convincing digital                       respondents in emerging markets are using augmented reality
consumers about the value addition of using mobile Internet.                 services against 14 percent in mature markets. The intended
New and developing areas such as Near Field Communications                   adoption in the next 12 months will further widen this gap,
and augmented reality services are set to push mobile                        with 26 percent of the respondents in emerging markets
Internet usage to a whole new level altogether. The Accenture                saying they plan to use these services as against 20 percent
survey hints at that possibility with the finding that across                in mature markets.
the 13 countries it surveyed, 17 percent of the smartphone
and tablet users are using augmented reality services and
a further 50 percent indicated they would be interested or




                                                                                                                                            21
Cloud services                                                       Willingness to pay for premium
A majority of the mobile Internet users (59 percent) are aware       services
of cloud and data storage services and are currently using
                                                                     While augmented reality services are yet to take off in a big
or are planning to use these services (56 percent). Moreover,
                                                                     way, one of the survey findings could have implications for
78 percent of respondents who are interested in consumer
                                                                     the pricing strategies of mobile service operators (MSO). As
cloud services would be ready to pay for these. As expected,
                                                                     many as 87 percent of the respondents were willing to pay for
there is higher awareness of consumer cloud services among
                                                                     premium services while 78 percent were ready to do so for
the younger generation: 66 percent of those below 30 are
                                                                     cloud services. Nearly a quarter of these respondents were
aware of them, and close to half of them are either using
                                                                     willing to pay US$10–20 for premium services.
these services already or plan to do so in the near future.
Surprisingly, 50 percent of those above 50 are also aware of
cloud services and 23 percent are either using them or plan to
do so.
Awareness of cloud services is marginally higher in emerging
markets (64 percent) than in mature market markets (57
percent); the adoption rate is also expected to be far higher in
emerging countries with half of our respondents saying they
are either using or intend to use these services in the future,
as compared to 33 percent in mature markets.	
But the high cost in availing cloud services is proving to be a
major barrier to cloud adoption. Over half of those interested
in cloud services in mature markets would pay between US$5
and US$10 for the services per month, with 22 percent not
willing to pay. In emerging markets, only 16 percent were
willing to pay up to US$10 per month.



For which of these services do you use mobile payments through
your smartphone/tablet?
                                                      Multiselect
             Buying tickets for events
                                                                                               55%
            (concerts, cinema, theater)


             Buying train, flight tickets                                              46%


               Buying clothes or shoes                                           39%


          Buying other consumer goods                                           37%


               Buying food or groceries                        22%
                             (n=1,682)


 Source: Mobile Web Watch Survey, 2012
 Base: All respondents using mobile payments on their mobile device (n=1,682)

Figure 4b. Mobile Internet users are willing to pay for premium services.
© 2012 Accenture. All rights reserved.




22
Rising tablet usage
The growing popularity of tablets to access the Internet,        short videos which run for less than five minutes while 52
especially among the youth, is opening up new growth             percent watched movies, TV shows or longer video clips (more
avenues for businesses. The survey shows that tablets are        than five minutes). Other significant activities are checking
used across all age groups but attracts the highest usage        prices (61 percent) and weather information or forecasts
among those in the age group 14-39. More than half the           (59 percent), reading news (58 percent) and obtaining travel
tablet users access the Internet at least once a day and about   directions.
30 percent of them do so several times a day. A majority
of the respondents who own tablets (66 percent) say their
Internet activities revolve around downloading and viewing




                                                                                                                           23
About the Survey




24
The fifth edition of the Accenture Mobile Web Watch survey             The survey probed the use of smartphones, tablets, netbooks,
extends beyond the three countries (Austria, Switzerland and           personal computers, television and gaming consoles to
Germany) of the previous two surveys to include 10 other               access the Internet; frequency of mobile Internet usage;
countries: Brazil, Finland, France, Ireland, Italy, Mexico, Russia,    range of activities on the Internet; use of social media,
South Africa, Spain, Switzerland and the UK, covering 17,225           online platforms and online services on mobile devices;
respondents. The 15-minute online survey was conducted in              brand preferences for devices and operating systems;
native languages with a sample representative of Internet              the consumer’s criteria for network selection, ability and
users across age, gender (51 percent men and 49 percent                willingness to pay for premium services; and the barriers to
women) and incomes.                                                    the adoption of mobile Internet.




 # Interviews by country                                              Age
 Austria                     789                                      14-19 years             10%
 Brazil                    1,624                                      20-29 years             24%
 Finland                   1,085                                      30-39 years             21%
 France                    1,615                                      40-49 years             18%
 Germany                   1,615                                      More than 50 years      27%
 Ireland                     785
 Italy                     1,616
 Mexico                    1,611
 Russia                    1,637
 South Africa              1,058
 Spain                     1,615
 Switzerland                 560
 United Kingdom            1,615
 Total                   17,225




                                                                                                                                 25
Conclusion




26
The Accenture Mobile Watch survey, 2012, again underscores       As communications, media and technology players try
the need for companies in the mobile Internet business           to monetize the opportunities in the mobile Internet
to focus on the basics first as the mobile Internet mass         era (whether in the area of mobile payments, banking
market becomes a reality. For communications service             transactions, augmented reality services, cloud services
providers (CSPs), that would mean a greater emphasis on          or apps for tablets and smartphones), collaboration and
building network and more bandwidth, and on investing            innovation will anchor and sustain the new ecosystem.
to ensure better coverage and quality of service. These          Collaboration with other service operators on network-
improvements in infrastructure can help them in building         sharing strategies could well be the key to balance
enduring relationships with customers and staying ahead          consumers’ demand for quality with the inevitable high
in this intensely dynamic environment. The hyperconnected        cost of infrastructure investments. With the massive
consumer—with unprecedented levels of computing power            capital investments that will be needed to keep up with
than ever before thanks to innovative devices such as            the increasing bandwidth, speed and quality demands,
smartphones and tablets—is an active participant in the          collaboration among all operators in the value chain will
market and not just a passive recipient of services.             help in bringing innovative services to the market. Building
                                                                 collaboration tools, IT and common industry platforms to
The trend of multidevice Web access that the survey
                                                                 incubate and test new ideas could add significant value to
highlights presents a real opportunity for communications,
                                                                 offerings and quickly add capabilities which the operators
media and technology companies to outperform the
                                                                 currently lack. This will lead to new alliances and business
competition through differentiated, multidevice and
                                                                 models, efficient back-office and business processes as
multiplatform offerings. The possibilities associated with a
                                                                 companies build faster go-to-market strategies and a strong
“connected world” have already been demonstrated through
                                                                 focus on innovation to stay ahead of the competition. As
the growing uptake of connected homes and over-the-top
                                                                 mobile Internet approaches mass market stage, the various
TV services. Broadcasters, technology companies and service
                                                                 players in the ecosystem—from mobile service providers to
providers need to brace themselves for a new generation of
                                                                 content generators—will be compelled to explore avenues for
Web users looking for increased interoperability, multidevice
                                                                 innovation in providing end-to-end services.
and multiplatform support, and superior experience.
                                                                 This business imperative for change and innovation is also
In this connected world that includes the network and
                                                                 applicable to other industries such as retail or banking where
services (Internet, entertainment, video, and gaming), CSPs
                                                                 the hyperconnected consumer’s behavior and needs are
are taking on the role of enablers. To outperform as enablers,
                                                                 already transforming operating models and IT infrastructure.
CSPs will need to get smarter about their customers and
                                                                 Such organizations are making use of mobile and cloud-based
the way they market to them. Companies that have been
                                                                 customer relationship management technologies to keep
successful in this role are differentiating by leveraging
                                                                 pace with the demand for new and improved capabilities
analytics to process the vast amounts of data that the
                                                                 as consumers increasingly use smartphones and tablets for
consumer generates while using the Internet.
                                                                 online commercial transactions.
Additionally, as CSPs continuously need to upgrade their
infrastructure to keep pace with customer demands as well as
their data security concerns, a stronger focus on maximizing
cost efficiency (whether through outsourcing of customer
service or billing or through back-end integration) could help
these companies balance costs as well as service levels.




                                                                                                                            27
About Accenture                                 Contact Us:
Accenture is a global management                Prof. Dr. Nikolaus Mohr
consulting, technology services and             Managing Director
outsourcing company, with more than             Comms, High Tech, Media & Entertainment.
249,000 people serving clients in more          nikolaus.mohr@accenture.com
than 120 countries. Combining unparalleled
experience, comprehensive capabilities
across all industries and business functions,   Emmanuel Lalloz
and extensive research on the world’s           Marketing Director
most successful companies, Accenture            Communication, Media and Technology
collaborates with clients to help them          industry in Europe, Middle East, Africa and
become high-performance businesses and          Latin America
governments. The company generated net          emmanuel.lalloz@accenture.com
revenues of US$25.5 billion for the fiscal
year ended Aug. 31, 2011. Its home page is
                                                Dan O’Brien
www.accenture.com.
                                                Communications Industry Research Global
                                                Lead Accenture Research
                                                d.obrien@accenture.com




Copyright © 2012 Accenture
All rights reserved.
Accenture, its logo, and
High Performance Delivered
are trademarks of Accenture.

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Accenture mobile-web-watch-internet-usage-survey-2012

  • 1. Mobile Web Watch 2012 Mobile Internet— spawning new growth opportunities in the convergence era
  • 2. Contents Executive Summary 3 Usage Behavior 6 Drivers of Usage 12 Challenges 16 Opportunities 20 About the Survey 24 Conclusion 26
  • 3. Executive Summary Mobile devices are rapidly becoming the primary medium to access the Internet across age groups, and across mature and emerging markets. In a world brimming with smarter smartphones, tablets, notebooks and other affordable Web-enabled mobile devices, and powered by better network coverage, faster broadband connections, Wi-Fi networks and the explosive growth of mobile apps, the demand for ubiquitous availability of Internet is only getting stronger. Little wonder then that there is so much excitement around every new version of a smartphone or tablet. A survey conducted by Accenture on Internet access Consumers are now more willing than ever before to pay through mobile devices confirms that mobile Internet usage for premium services. The survey also identifies mobile continues to be on a sharp upward trajectory. Indeed, it payments as a significant growth avenue with growing has now reached the stage when market players across use and awareness of these services. The opportunity in communications, media and technology should look forward augmented reality services is huge with half the mobile to business opportunities and the operational efficiencies of a Internet users surveyed expressing interest or planning to mass market. That is, if they are prepared for it. use these services in the future. In fact, a large segment are even willing to pay for cloud services. A key driver of mobile The survey, conducted across 13 countries in Europe, Latin Internet usage has been significant improvements in network America and South Africa, brings to the fore five key trends quality and coverage over the years—the user’s primary in the digital consumer’s behavior that have implications criterion in selecting a service provider. The survey highlights not only for players in telecommunications, media and how consumers are increasingly looking for superior Internet technology, but also for those in other industries such as experience on their mobile devices, similar to what they are retail, utilities and automotives. used to on their computer or television. While on-the-go A key finding of the survey is that a majority of Internet online services, such as news, traffic and travel information, users connected to the Internet with a mobile device in and banking are of the highest importance to mobile Internet the past one year, with smartphones emerging as the most users, concerns regarding data security persist, especially popular mobile Internet access medium. In fact, activities or for those using or considering the use of cloud services. transactions on mobile Internet have become so much a part With users expressing annoyance with online advertising, of daily life that those who don’t own a mobile Web-enabled marketing companies will need to focus on more targeted device intend to buy one soon. A growing number of mobile advertising. Internet users are using their mobile devices to receive and In the following pages, we explore these findings in greater send e-mails, connect on online communities or for instant detail and discuss the implications they may have for messaging. The survey identifies usability and mobile apps companies looking at seizing the opportunity arising out of as the primary drivers of mobile Internet use, with a higher the growing use of mobile Internet. proportion of users having downloaded programs and apps on their mobile devices in the past one year. 3
  • 4. • 69% of all Internet users did so through a mobile device • 61% did so through a smartphone, 37% through a netbook and 22% through a tablet • 73% of men compared to 66% of women • 58% for personal matters compared to 20% for work-related matters • 45% of those above 50 use mobile internet • 62% accessed online communities such as Facebook • 46% conducted a banking transaction using their mobile device • 71% downloaded programs or apps on their mobile device • 57% downloaded or viewed short videos (less than 5 minutes) • 70% have concerns over data security • 78% are interested in cloud consumer services • 87% are interested in premium technical services • 36% accessed the Internet through a TV and 27% through a gaming console 4
  • 5. Core Findings • Growing use of mobile Internet • There is an app for everything South Africa and Brazil were ranked as the More than 60 percent used their mobile device highest users accessing the Internet on mobile to access online communities such as Facebook, devices while France, Germany and Finland were while mobile banking growth is also evident with among the lowest. 46 percent using a mobile device to conduct a • Narrowing gender gap banking transaction. In total, 71 percent of mobile Internet users have downloaded programs or apps 73 percent of men among the respondents on their mobile device. accessed the Internet on a mobile device as compared with 66 percent of women. • Videos on mobile grabbing eyeballs • More personal than work-related use 57 percent of the users downloaded or viewed short videos of less than five minutes. 58 percent of the respondents accessing the Web on a smartphone did so for personal matters as • Quality is king against 20 percent doing so for work-related Quality of the network is an important criterion matters. in choosing a network provider for access to the • Finally the world is always on Internet over a mobile device while cost of data is ranked as the fourth-most important factor. 85 percent use their mobile device to access the Internet once a day or more. Of those accessing • Data security concerns impede mass adoption online communities, Twitter or mobile blogging, 70 percent of mobile Internet users are worried over 80 percent do so more than once a week. about data security while 23 percent perceive the • Gen X showing growing appetite for mobile over monthly cost of accessing the Internet on their Internet mobile device to be higher than expected. A little over 80 percent of those in 14-29 age • Opportunity to monetize new services. bracket accessed the Internet on a mobile device, 87 percent of respondents are interested in but at least 45 percent of those above the age of premium technical services, and 78 percent in 50 were also involved in such activities. consumer cloud services. Respondents would be willing to pay to benefit from them, with over half of respondents willing to pay up to $10. 5
  • 7. Internet through mobile devices poised to outpace access from stationary devices? The mobile Internet, the popularity of which is evident in the the age of 50 used their smartphones for Internet-related buzz generated around every new mobile phone or tablet, is activities.. While the overall upward trend is evident across close to being a mass market. An average of 69 percent of all the countries that were surveyed, the emerging markets of Internet users connected to the Web with a mobile device in Brazil, South Africa and Russia showed the highest adoption the past 12 months. Of these, 61 percent used smartphones of smartphones (above 70 percent on average) for Internet for accessing the Internet. Among non mobile Internet users, use. The rising popularity of smartphones in Brazil, South 46 percent expressed interested in buying a Web-enabled Africa and Russia for Internet use is in line with developments mobile device in the future. This as an increasing number of in other emerging markets such as India. These countries, innovative touchscreen models with great image resolution, with a dearth of fixed lines, have been witnessing a mobile faster Internet access and attractive built-in social media and phone revolution of hyper growth for some years now, fuelled mobile payment apps are hitting the market every day. in part, by declining costs—both of devices and subscription rates—and a growing wealthy middle class. The widespread The increasing use of mobile Internet is relevant across all lack of personal computers, relatively more expensive than age groups. Of the 61 percent of respondents who used mobile phones, meant that for many people, the mobile phone smartphones for accessing the Internet, more than 70 percent would be the first entry into the Internet world. were in the younger age group (between 14 and 39 years). Interestingly, approximately 45 percent of those above Mobile devices used in the past 12 months to access the Internet Multiselect • Mobile Internet usage is now a 69% of respondents mass market with 69% of Smartphone 61% users having got have used mobile connected to the Internet through Netbook 37% devices to access the a mobile device in the past 12 Web in the last 12 months Tablet 22% months • Smartphones are the most popular mobile access method 94% of to the Internet with 61% of respondents Computer/Laptop 92% respondents using smartphones have used versus 37% for netbooks and stationary 22% for tablets TV 38% devices to • Age is a differentiating factor access the with 82% of those aged 14-29 Gaming console 29% Web in the accessing the Internet on a last 12 mobile device versus only 45% months for people above 50 Source: Mobile Web Watch Survey, 2012 Base: All respondents (n=17,225; Excluded Don´t know answer) Figure 1a. Internet users connecting to the Web through mobile devices. © 2012 Accenture. All rights reserved. 7
  • 8. Strong demand for Web-enabled Usage patterns show increasing use mobile devices of smartphones for work-related Not surprisingly, the emerging markets lead mature markets activities in our survey in terms of future demand too. For example, According to the survey, 58 percent of the people accessing more respondents in the emerging markets than in mature the Web on a smartphone did so for personal matters versus markets, expressed their intention to buy a web enabled 20 percent for work-related activities. The proportion of mobile phone in the near future (Brazil 78 percent, Russia 73 professional work done on other mobile devices such as percent, Mexico 61 percent, South Africa 57 percent versus tablets was higher than that on smartphones. As more an average of 40 percent for all countries). However, the and more people use their mobile devices for work-related demand has been rising over the years. Reflecting inherent matters, a trend in consumerization of IT is developing with demand across all the countries surveyed, an average of 60 implications for enterprise IT. Companies are already working percent of those who do not own a mobile phone or who do towards allowing consumer devices for work-related activities not access the Internet through their mobile phone have tried to lower costs, increase productivity and improve employee to use mobile Internet at least once; 45 percent said they engagement, creating a mixed device environment where were considering doing so in the near future. private and social data from native and web apps reside While smartphones are the dominant mobile devices for alongside mission-critical enterprise data. Internet access, the rising popularity of netbooks (37 percent Additionally, the survey shows that of those accessing the of the participants) and tablets (22 percent) shows that the Internet a large proportion of them (85%), do so at least digital consumer seeks an array of features while connecting once a day. The frequency of use highlights that the mobile to the Internet, anywhere, anytime. Indeed, their increasing or digital consumer now has a choice of activities that can be use across countries and across demographics highlights conducted on a mobile phone other than just making phone the unprecedented computing power in the hands of the calls and texting. hyperconnected consumer. This segmentation of the mobile device market revealed by the survey has implications for not only device manufacturers but also for players in the communications, media and technology value chain, such as communication service providers, device manufacturers, content providers, communications operators, Internet security companies and Internet advertisers. 8
  • 9. Gender differences in mobile Internet usage are blurring The gender differences in the usage pattern continues to be the same as in previous Accenture surveys (which were limited to three countries—Austria, Switzerland and Germany) with more men (73 percent) than women (66 percent) using mobile Internet but there is evidence that the gap is narrowing. For example, in Germany, the differences have nearly disappeared with 59 percent of the men surveyed accessing the Web through mobile devices against 58 percent women compared with 37 percent and 17 percent, respectively in 2011. There are, of course, some countries such as Finland and Austria where the gender bias is significantly wide. However, results from Ireland, where the reverse situation exists with 78 percent of women and 76 percent of men using mobile Internet, also suggest mobile Internet use may follow the overall demographic gender profile of the country in time. Men are still using mobile Internet more frequently than women Mobile devices used in the past 12 months to access the Internet (e-mails, apps, news, downloads) % who used a mobile device to access the Internet Male Female 82% 80% 79% 77% 78% 77% 78% 76% 75% 75% 76% 76% 73% 72% 70% 71% 70% 68% 65% 66% 66% 62% 63% 64% 59% 58% 53% 48% ZA CH BR MX ES AT IE IT AVG RU FI UK FR DE Base: All respondents (n=17,225; Excluded Don´t know answer) Source: Mobile Web Watch Survey, 2012 8 Figure 1b. Gender differences in mobile Internet access are narrowing. © 2012 Accenture. All rights reserved. 9
  • 10. Growing use of mobile Internet for e-mail, phone or video calls and social media Receiving and sending e-mails continues to be the most The frequency of these activities is also trending upwards. The pervasive use of the Internet on mobile devices with 70 survey shows that of those into mobile blogging or accessing percent using an e-mail program installed on their mobile online communities or Twitter, over 80 percent did so more device or via the website of an e-mail provider (60 percent). than once a week with younger people more active than older people: 53 percent of those aged 14-19 compared to 25 Phone or video calls via Internet ranks as the top activity percent of those in the above 50 age bracket. This trend of among mobile device users (79 percent of the users indicated using mobile devices for social media and online communities this service as “quite and extremely important”). However, provides the key to understanding consumer behavior and a host of other activities such as messaging through social many mobile phone manufacturers focus on providing user- media, blogging and tweeting, and watching videos are also friendly features or embedded platform for such activities. on the rise; 62 percent of the respondents said they access social media platforms and online communities through a mobile device, and an equal percentage use instant messaging apps. Mexico and South Africa are the top users of these services, especially instant messaging (83 percent and 82 percent, respectively), and blogging and tweeting (40 percent and 39 percent, respectively). Following closely are respondents in Brazil (73 percent) and Spain (70 percent) while France trails far behind with less than the average for all countries in the case of all these online services. 10
  • 11. Sending or receiving e-mails is still the most popular activity but others, such as online communities, blogging and banking, are catching up quicky Activities carried out on mobile Internet devices • Sending or receiving e-mail is the most Received and sent e-mails through popular activity among mobile 70% a mail program installed on the mobile device Internet users with 70% using their mobile device to receive Received and sent e-mails via the 62% and send e-mail website of an e-mail provider • 62% used their mobile device Used online communities/platforms such as to access online communities 62% MySpace, StudiV Z, Facebook, Xing, Tuenti such as Facebook, 61% for Used instant messaging instant messaging, while 27% (AOL, Yahoo, Skype, Windows Instant 61% used it for tweeting and blogging. Messenger, G Talk, Whatsapp, Bbm) Mobile banking growth is also evident with 46% using a Managed banking transactions 46% mobile device to conduct a banking transaction. Mobile blogging and tweeting 27% Source: Mobile Web Watch Survey, 2012 Base: All respondents using a mobile device to access the Internet (n=11,884; both personal or work related) Figure 1c: Online communities, blogging and mobile payments on the rise n=11884; both personal or work-related © 2012 Accenture. All rights reserved. 11
  • 13. Mobile apps accelerating mobile Internet use The survey identifies mobile apps as one of the primary Information apps are the most popular app download in drivers of mobile Internet use. As a gateway to the Internet, Austria, Germany, Switzerland, the United Kingdom (UK), mobile apps are extremely convenient. Not surprisingly, the France, Italy, Ireland, South Africa and Russia. Entertainment survey confirms that a higher proportion of those aged 14-29 apps are the most popular in Brazil, Mexico, Spain and years downloaded apps (76 percent in the 15-19 age group Finland. More than half the mobile Internet users surveyed and 80 percent in the 20-29 age bracket) and music (71 have downloaded or viewed short videos (of less than percent in the 15-19 age group and 61 percent in the 20- 5-minute duration), checked weather information, retrieved 29 age bracket). A higher share of men download programs travel information or read the news on their mobiles. or apps (74 percent) as compared to women (68 percent). The survey’s findings, highlighting the explosive growth Mexico and South Africa again lead the pack with the most in consumer demand for communications, entertainment, number of respondents downloading apps and music. A commercial and social networking activities over the majority of the survey participants in Russia (66 percent) Internet will require significant and continued investment in download ringtones. infrastructure upgrades by communications service providers. Planning for this in a systematic way is critical to ensure adequate finance is available and needs to be done as part of an overall strategy which seeks to capitalize on the potential revenue opportunities available to providers through offering new and additional services through this medium. Which of the following types of programs or apps have you downloaded from the Internet on your smartphone/tablet/netbook? Smartphone Tablet Netbook Information apps 73% 66% 76% 72% (train schedules, weather news) Entertainment apps 72% 61% 72% 70% (single or group games) Apps for arranging leisure activities 52% 54% 54% 53% (events, contacts with friends) Educational apps 42% 57% 51% 46% (language learning programs, reference works) Organizational apps 43% 41% 50% 49% (financial spreadsheets, voice recorder training, planning, nutrition guide) Apps that help, manage your money 30% 39% 38% 33% (household, bookkeeping, budget calculator) Fitness and health apps 32% 32% 33% 33% (training, planning nutrition guide) Source: Mobile Web Watch Survey, 2012 Base: All respondents who download apps for any use (n=8,487, both personal) Figure 2a. Mobile apps fuelling Internet use through mobile devices. © 2012 Accenture. All rights reserved. 13
  • 14. Choice of operating systems and usability adding to demand The availability of different operating systems (OS) is also services they consider important—such as communications, fuelling the growth of mobile Internet. When it comes to traffic and travel information, banking and access to devices, 85 percent of the survey participants said that the social networks. The most preferred OS was Android (41 OS was the most important factor in selecting a smartphone percent), followed by Microsoft Windows and iOS. In terms or tablet. This was the case with more 90 percent of the of geographic distribution, Android is the most preferred OS respondents from countries such as Brazil, South Africa and in most countries except in Switzerland, the UK and Ireland Mexico where there are heavy users of mobile phone apps. where the iOS is more popular and in South Africa where RIM The OS is a crucial factor as consumers want easy access to is the most preferred OS. Which of the following is your preferred Operating system? 41% 22% 18% 9% 8% 2% Android IOS (Apple) Microsoft Symbian (Nokia) RIM (Blackberry) Bada (Samsung) Windows Source: Mobile Web Watch Survey, 2012 Base: Respondents using a smartphone or tablet who see operating system as 'somewhat/very important' (n=9,193; Excludes Don´t know answer) Figure 2b. Operating system is crucial in smartphone and tablet selection. © 2012 Accenture. All rights reserved. 14
  • 15. Blurring device boundaries: Using the Internet via TV and gaming consoles Going beyond drawing the attention of communications, media and technology players toward the growing popularity and use of mobile Internet, the Mobile Web Watch Survey 2012 also presents interesting findings around multidevice usage. Ushering in a second stage of evolution with Internet content relocating to multiple devices and platforms, a remarkably high—94 percent of the respondents—have used stationary devices such as personal computer, television (TV) or gaming console—to access the Web in the last 12 months. The survey reveals 38 percent of these respondents accessed the Internet through TV, a significant share considering that the uptake of “smart or connected TV” has been more pronounced only in the last couple of years. France (44 percent), Switzerland and Spain (42 percent), Mexico (42 percent) and Brazil (40 percent) are among the countries with the highest numbers of respondents using the Internet through TVs. Internet TV access is the highest (approximately 40 percent) among those who are less than 40 years old but drops considerably beyond this age group. Around a third of the respondents have watched movies, TV shows or longer video clips (more than 5 minutes) over the Internet on TV. Another device class that has emerged as an entry platform for consumers’ Internet activities is the gaming console with 29 percent of respondents using these for accessing the Internet. Not surprisingly, the highest penetration of gaming consoles is in the younger age group (44 percent among those between 14 and 19 years) but those in the 30-39 age bracket (33 percent) are also using the Internet via consoles. Internet access via consoles is the highest in Spain (36 percent), followed by Mexico (34 percent), Ireland (33 percent), France (31 percent) and the UK (30 percent). With the boundaries of devices becoming increasingly blurred, these findings undoubtedly signal a new leap in convergence that calls for market players to shape their service offerings to maximize the “connected world” experience of consumers—both at home and on the go. 15
  • 16. Challenges Data concerns persist, especially over cloud services The consumer also wants a secure environment—70 percent Additionally, companies across the communications, media of the mobile Internet users surveyed had concerns about and technology value chain will need to take note of a finding the security of their data. These concerns ranged from losing that reiterates the annoyance factor associated with online personal data, hacking of personal data to viruses harming advertising. A higher share of the mobile Internet users—who mobile devices in the case of 80 percent of those using or most often come across ad banners and coupons on tablets considering the use of cloud services. and advertising through texting on smartphones—find these services annoying. This again brings to light the growing This finding highlights a significant opportunity for cloud struggle of advertising and marketing companies in finding service providers to work with network service providers to innovative ways of getting their messages across. Service meet the data security needs of the digital consumer through providers and content developers will need to explore adapted tariff plans and appropriate privacy policies. opportunities to collaborate with marketing and advertising companies to overcome this barrier. 16
  • 17. Network quality is critical–consumers Cost of mobile Internet access are looking for ubiquitous coverage perceived to be higher than expected Consumers want ubiquitous coverage—a network that follows While the subscriber’s primary criterion in selecting a service them everywhere and provides compelling usage experience provider is the quality of network, the cost of data connection anywhere. The survey shows that the subscriber’s primary falls just outside the top three network selection criteria, criterion in selecting a service provider is the quality of possibly because such costs have stabilized. However, it is network—close to 90 percent of the respondents voted for still an important criterion for more than 80 percent of the network quality and an almost equal number chose coverage respondents. Interestingly, while a majority (56 percent) as the basis for network selection. This was closely followed of the survey participants felt the monthly cost of mobile by connection speed (85 percent). This was true across Internet access was within their expectations, nearly a emerging markets as well as mature economies. In countries quarter considered it to be high. This perception could be such Mexico, Brazil and South Africa, more than 90 percent a barrier to a faster adoption of mobile Internet among all of the survey participants cited network quality as the most Internet users. important basis on which they chose their network provider for mobile Internet access. The network quality criterion was on the top of the list, which along with connection speeds Ad banners and advertising through and cost of data connection, included other factors such as quality of customer service, device subsidy, contract period, texting considered to be annoying devices on offer and content from the service provider, and Additionally, companies across the communications, media special offers. and technology value chain will need to take note of a finding The importance of all these criteria (which more than half that reiterates the annoyance factor associated with online of the respondents find crucial to their decision on network advertising. About 38 percent of the respondents considered selection) implies that network providers will need to pay add banners as annoying and while just as many found special attention to two basic things: constantly upgrading advertising through texting irritating. However, 66 percent their network and offering innovative subscription packages. were favorable to information on coupons and promotions— Significant investments in upgrading network quality and with 46 percent viewing it as informative and 20 percent as coverage would indeed be a critical driver in driving mobile amusing. This again brings to light the growing challenge for Internet usage. advertising and marketing companies to develop innovative ways to reach out to their target audience. Service providers and content developers will need to explore opportunities to collaborate with marketing and advertising companies to overcome this barrier. What are the main concerns you have about consumer cloud services? Multi select I am concerned that my personal data (documents, phone numbers, e-mails) 47% could be lost I am worried that other people would access my data 44% without my knowledge I am worried that viruses and malicious programs 32% could harm my mobile devices I am not worried about using 21% consumer cloud services Source: Mobile Web Watch Survey, 2012 Base: All respondents interested in cloud/data storage services (n=6,475) Figure 3a. Data security is a concern, especially in consumer cloud services. © 2012 Accenture. All rights reserved. 17
  • 18. Quality of network is the most important criteria in choosing a network provider for access to the Internet on a mobile device Most important criteria in the choice of a network provider for mobile Internet access • Quality of network and Quality of network 31% 58% 89% coverage were the most Coverage 24% 64% 88% important criteria in choosing a network provider for Internet Connection speed 28% 57% 85% access through a mobile device Cost of data connections 26% 55% 81% • 89% of the respondents said Quality of customer service 29% 41% 70% quality of network was Past experience with either very important or extremely 30% 34% 64% the provider important The device subsidy 24% 29% 53% • For 88%, coverage was most important Subsidy on device 25% 29% 54% • Connection speed was the next Devices on offer from 26% 26% 52% most important criteria, the network providers Content available from followed by cost 24% 27% 51% the network provider Special offers 24% 27% 51% Very important Extremely important Source: Mobile Web Watch Survey, 2012 Base: All able to choose their personal and work-related network providers (n=12,485) Figure 3b. Consumers want good network quality and coverage. © 2012 Accenture. All rights reserved. 18
  • 19. How do you view these advertising messages? Ad banners 38% 25% 24% 13% (n=6,444) Advertising through texting 37% 24% 27% 12% (n=4,679) Text messages or displays on special offers or promotions 22% 20% 38% 20% at a store near you (n=4,179) Information on special offers and promotions sent to your mobile phone 16% 18% 46% 20% (n=2,131) Coupons 9% 18% 48% 25% (n=4,184) Annoying Indifferent Informative Amusing Source: Mobile Web Watch Survey, 2012 Base: All respondents encountering advertising messages Figure 3c. Monthly costs of accessing the Internet considered to be higher than expected. © 2012 Accenture. All rights reserved. Which statement about the monthly costs of accessing the Internet through your smartphone/tablet/netbook do you most agree with? My monthly cost is.... Smartphone Tablet Netbook More than expected 23% 25% 22% 16% What is expected 56% 53% 61% 60% Less than expected 21% 22% 17% 24% Source: Mobile Web Watch Survey, 2012 Base: All respondents using a mobile device to access the internet (n=11,884) Figure 3d. Mobile Internet users find ad banners and advertising through texting annoying. © 2012 Accenture. All rights reserved. 19
  • 21. Mobile payments—a growth engine Telecom players, payment gateway companies and enterprises percent of the respondents have used their mobile device need to note the growth potential in mobile payments. While for banking transactions. Banks are also increasingly adding only 16 percent of smartphone and tablet users are currently the mobile platform to their mix of distribution channels using mobile payment services, 74 percent are aware of such to meet the growing demand for mobility. Not surprisingly, services and an additional 39 percent indicated they would be marketplace estimates put the number of m-banking users interested or plan to use mobile payment apps. Indeed, mobile globally at 500 million by 2010. banking (m-banking) features quite high among the more favored mobile Internet activities. The survey shows that 46 Are you using mobile payments on your smartphone/tablet Awareness Usage Currently using 16% Smartphone Tablet 55% 54% 58% Aware 74% Interested or planning to use 39% Do not use/not interested in using 45% Unaware 26% Source: Mobile Web Watch Survey, 2012 Base: All respondents using smartphone or tablet to access the Internet (n=10,815) Figure 4a. Mobile payments—growing awareness and use. © 2012 Accenture. All rights reserved. Augmented reality The improved navigation features, lower data costs and plan to use such services soon. Overall, 23 percent of the availability of a range of apps are convincing digital respondents in emerging markets are using augmented reality consumers about the value addition of using mobile Internet. services against 14 percent in mature markets. The intended New and developing areas such as Near Field Communications adoption in the next 12 months will further widen this gap, and augmented reality services are set to push mobile with 26 percent of the respondents in emerging markets Internet usage to a whole new level altogether. The Accenture saying they plan to use these services as against 20 percent survey hints at that possibility with the finding that across in mature markets. the 13 countries it surveyed, 17 percent of the smartphone and tablet users are using augmented reality services and a further 50 percent indicated they would be interested or 21
  • 22. Cloud services Willingness to pay for premium A majority of the mobile Internet users (59 percent) are aware services of cloud and data storage services and are currently using While augmented reality services are yet to take off in a big or are planning to use these services (56 percent). Moreover, way, one of the survey findings could have implications for 78 percent of respondents who are interested in consumer the pricing strategies of mobile service operators (MSO). As cloud services would be ready to pay for these. As expected, many as 87 percent of the respondents were willing to pay for there is higher awareness of consumer cloud services among premium services while 78 percent were ready to do so for the younger generation: 66 percent of those below 30 are cloud services. Nearly a quarter of these respondents were aware of them, and close to half of them are either using willing to pay US$10–20 for premium services. these services already or plan to do so in the near future. Surprisingly, 50 percent of those above 50 are also aware of cloud services and 23 percent are either using them or plan to do so. Awareness of cloud services is marginally higher in emerging markets (64 percent) than in mature market markets (57 percent); the adoption rate is also expected to be far higher in emerging countries with half of our respondents saying they are either using or intend to use these services in the future, as compared to 33 percent in mature markets. But the high cost in availing cloud services is proving to be a major barrier to cloud adoption. Over half of those interested in cloud services in mature markets would pay between US$5 and US$10 for the services per month, with 22 percent not willing to pay. In emerging markets, only 16 percent were willing to pay up to US$10 per month. For which of these services do you use mobile payments through your smartphone/tablet? Multiselect Buying tickets for events 55% (concerts, cinema, theater) Buying train, flight tickets 46% Buying clothes or shoes 39% Buying other consumer goods 37% Buying food or groceries 22% (n=1,682) Source: Mobile Web Watch Survey, 2012 Base: All respondents using mobile payments on their mobile device (n=1,682) Figure 4b. Mobile Internet users are willing to pay for premium services. © 2012 Accenture. All rights reserved. 22
  • 23. Rising tablet usage The growing popularity of tablets to access the Internet, short videos which run for less than five minutes while 52 especially among the youth, is opening up new growth percent watched movies, TV shows or longer video clips (more avenues for businesses. The survey shows that tablets are than five minutes). Other significant activities are checking used across all age groups but attracts the highest usage prices (61 percent) and weather information or forecasts among those in the age group 14-39. More than half the (59 percent), reading news (58 percent) and obtaining travel tablet users access the Internet at least once a day and about directions. 30 percent of them do so several times a day. A majority of the respondents who own tablets (66 percent) say their Internet activities revolve around downloading and viewing 23
  • 25. The fifth edition of the Accenture Mobile Web Watch survey The survey probed the use of smartphones, tablets, netbooks, extends beyond the three countries (Austria, Switzerland and personal computers, television and gaming consoles to Germany) of the previous two surveys to include 10 other access the Internet; frequency of mobile Internet usage; countries: Brazil, Finland, France, Ireland, Italy, Mexico, Russia, range of activities on the Internet; use of social media, South Africa, Spain, Switzerland and the UK, covering 17,225 online platforms and online services on mobile devices; respondents. The 15-minute online survey was conducted in brand preferences for devices and operating systems; native languages with a sample representative of Internet the consumer’s criteria for network selection, ability and users across age, gender (51 percent men and 49 percent willingness to pay for premium services; and the barriers to women) and incomes. the adoption of mobile Internet. # Interviews by country Age Austria 789 14-19 years 10% Brazil 1,624 20-29 years 24% Finland 1,085 30-39 years 21% France 1,615 40-49 years 18% Germany 1,615 More than 50 years 27% Ireland 785 Italy 1,616 Mexico 1,611 Russia 1,637 South Africa 1,058 Spain 1,615 Switzerland 560 United Kingdom 1,615 Total 17,225 25
  • 27. The Accenture Mobile Watch survey, 2012, again underscores As communications, media and technology players try the need for companies in the mobile Internet business to monetize the opportunities in the mobile Internet to focus on the basics first as the mobile Internet mass era (whether in the area of mobile payments, banking market becomes a reality. For communications service transactions, augmented reality services, cloud services providers (CSPs), that would mean a greater emphasis on or apps for tablets and smartphones), collaboration and building network and more bandwidth, and on investing innovation will anchor and sustain the new ecosystem. to ensure better coverage and quality of service. These Collaboration with other service operators on network- improvements in infrastructure can help them in building sharing strategies could well be the key to balance enduring relationships with customers and staying ahead consumers’ demand for quality with the inevitable high in this intensely dynamic environment. The hyperconnected cost of infrastructure investments. With the massive consumer—with unprecedented levels of computing power capital investments that will be needed to keep up with than ever before thanks to innovative devices such as the increasing bandwidth, speed and quality demands, smartphones and tablets—is an active participant in the collaboration among all operators in the value chain will market and not just a passive recipient of services. help in bringing innovative services to the market. Building collaboration tools, IT and common industry platforms to The trend of multidevice Web access that the survey incubate and test new ideas could add significant value to highlights presents a real opportunity for communications, offerings and quickly add capabilities which the operators media and technology companies to outperform the currently lack. This will lead to new alliances and business competition through differentiated, multidevice and models, efficient back-office and business processes as multiplatform offerings. The possibilities associated with a companies build faster go-to-market strategies and a strong “connected world” have already been demonstrated through focus on innovation to stay ahead of the competition. As the growing uptake of connected homes and over-the-top mobile Internet approaches mass market stage, the various TV services. Broadcasters, technology companies and service players in the ecosystem—from mobile service providers to providers need to brace themselves for a new generation of content generators—will be compelled to explore avenues for Web users looking for increased interoperability, multidevice innovation in providing end-to-end services. and multiplatform support, and superior experience. This business imperative for change and innovation is also In this connected world that includes the network and applicable to other industries such as retail or banking where services (Internet, entertainment, video, and gaming), CSPs the hyperconnected consumer’s behavior and needs are are taking on the role of enablers. To outperform as enablers, already transforming operating models and IT infrastructure. CSPs will need to get smarter about their customers and Such organizations are making use of mobile and cloud-based the way they market to them. Companies that have been customer relationship management technologies to keep successful in this role are differentiating by leveraging pace with the demand for new and improved capabilities analytics to process the vast amounts of data that the as consumers increasingly use smartphones and tablets for consumer generates while using the Internet. online commercial transactions. Additionally, as CSPs continuously need to upgrade their infrastructure to keep pace with customer demands as well as their data security concerns, a stronger focus on maximizing cost efficiency (whether through outsourcing of customer service or billing or through back-end integration) could help these companies balance costs as well as service levels. 27
  • 28. About Accenture Contact Us: Accenture is a global management Prof. Dr. Nikolaus Mohr consulting, technology services and Managing Director outsourcing company, with more than Comms, High Tech, Media & Entertainment. 249,000 people serving clients in more nikolaus.mohr@accenture.com than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, Emmanuel Lalloz and extensive research on the world’s Marketing Director most successful companies, Accenture Communication, Media and Technology collaborates with clients to help them industry in Europe, Middle East, Africa and become high-performance businesses and Latin America governments. The company generated net emmanuel.lalloz@accenture.com revenues of US$25.5 billion for the fiscal year ended Aug. 31, 2011. Its home page is Dan O’Brien www.accenture.com. Communications Industry Research Global Lead Accenture Research d.obrien@accenture.com Copyright © 2012 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.