Final Report
Prepared for Canadian Radio-television and Telecommunications
January 2020
Supplier name: Phoenix Strategic Perspectives Inc.
Contract Number: 82082-200063/001/CY
Contract Value: $83,043.36 (including HST)
Award Date: 2019-06-07
Delivery Date: 2020-01-13
Registration Number: POR 020-19
For more information on this report, please contact the Canadian Radio-television and Telecommunications at: communications@crtc.gc.ca.
Ce rapport est aussi disponible en français.
The Canadian Radio-television and Telecommunications Commission (CRTC) commissioned Phoenix Strategic Perspectives Inc. (Phoenix SPI) to conduct research to better understand the needs, behaviours and habits of Canadians when it comes to mobile wireless services.
In recent years, Canadians have come to rely on mobile wireless services in many aspects of their lives: to communicate with each other, for entertainment, to conduct business, to interact with all levels of government, and to further their education. At the same time, mobile wireless services are enabling Canadian businesses to increase efficiency and productivity, which in turn enables them to remain competitive in the global marketplace.
The retail mobile wireless service market continues to be the largest and fastest-growing telecommunications market sector in Canada. In 2018, retail mobile wireless services generated revenues of $27.1 billion, representing an increase of $2.6 billion, or 10.7%, over 2017 revenues. The number of Canadian subscribers continues to grow, with total subscribers reaching 33.2 million in 2018, an increase of 4.8% from the previous year.
In Telecom Notice of Consultation 2019-57, issued on February 28, 2019, the CRTC began a proceeding to review the wireless market with a focus on: (1) competition in the retail market, (2) wholesale regulation, and (3) the future of mobile wireless services in Canada. Interested parties have made written submissions on each of these issues and will also make oral representations at a public hearing. Parties’ submissions will be considered by the Commission, and ultimately the Commission will determine if any changes to the regulatory regime are required to ensure: (1) the regulatory regime remains relevant, (2) the needs of Canadians continue to be met, and (3) the policy objectives set out in the Telecommunications Act are being achieved.
The CRTC engaged the services of Phoenix SPI to conduct a study designed to help the Commission better understand the needs, behaviours and habits of Canadians when it comes to mobile wireless services. This resulted in two reports, both on the public record of the proceeding: (1) A public opinion research (POR) report; and (2) a consultation report.
This study involved two initiatives: POR and a consultation. The POR involved a representative telephone survey to understand the views of Canadians on related issues. Specifically, an 8-minute random digit dialling (RDD) telephone survey was administered to a nationally representative sample of 1,208 Canadians Footnote1 aged 18 or older. To be eligible to complete the survey, respondents had to have a cell phone for personal use. An overlapping dual-frame (landline and cell phone) sample was used to minimize coverage error; approximately 70% of the numbers were cell phones and 30% were landlines.
The sample frame was geographically disproportionate to improve the accuracy of regional results. Based on a sample of this size, the overall results can be considered to be accurate within ±2.9%, 19 times out of 20 (adjusted to reflect the geographically disproportionate sampling). The margin of error is greater for results pertaining to subgroups of the total sample. The fieldwork was conducted between November 25 and December 12, 2019.
The survey data has been weighted by region, age and gender to ensure results that are representative of the Canadian population. Population figures from Statistics Canada’s 2016 census data were used to construct the weights.
In addition to the representative telephone sample, the questionnaire was made available online for completion on a voluntary basis by all Canadians. This consultation offered Canadians who have an interest in the subject an opportunity to provide feedback to the CRTC. The results of the broader consultation are not representative of the Canadian population and are included under separate cover.
The contract value was $83,043.36 (including HST).
Political Neutrality Certification
I hereby certify, as a Senior Officer of Phoenix Strategic Perspectives, that the deliverables fully comply with the Government of Canada political neutrality requirements outlined in the Policy on Communications and Federal Identity of the Government of Canada and Procedures for Planning and Contracting Public Opinion Research. Specifically, the deliverables do not contain any reference to electoral voting intentions, political party preferences, standings with the electorate, or ratings of the performance of a political party or its leader.
Signed:
Alethea Woods, President
Phoenix Strategic Perspectives
When asked which cell phone provider they use, most respondents mentioned Telus (23%), Bell Mobility (18%) and Rogers (17%). Fewer respondents identified Koodo (10%), Virgin Mobile (9%), Fido Mobile (6%), or Videotron (4%). The full range of cell phone providers identified by respondents can be found in figure 1.
Figure 1: Cell phone provider
Answer |
Percent of respondents |
---|---|
Telus |
23% |
Bell (Mobility) |
18% |
Rogers |
17% |
Koodo |
10% |
Virgin Mobile |
9% |
Fido Mobile |
6% |
Videotron |
4% |
Freedom Mobile |
2% |
SaskTel |
1% |
Chatr Mobile |
1% |
Bell MTS |
1% |
TbayTel (ThunderBay Tel) |
1% |
Public Mobile |
1% |
Eastlink |
1% |
Fizz Mobile |
<0.5% |
Lucky Mobile |
<0.5% |
Zoomer |
<0.5% |
SimplyConnect |
<0.5% |
Iristel |
<0.5% |
Cityfone |
<0.5% |
Sogetel |
<0.5% |
Shaw |
<0.5% |
Other |
<1% |
Q3. Who is your cell phone provider?
Base: n=1,208; all respondents. Don’t know/refused: 2%
Demographic Differences:
Nine in 10 (91%) Canadians say they have data included in their cell phone plans. As presented in figure 2, the amount of data included in plans varies from under 1 GB (7%) to unlimited (11%). Additionally, 10% say they do not have data included in their cell phone plans, while very few (1%) have a “pre-paid” or “pay as you go” plan which includes no data.
Figure 2: Data included in cell phone plan
Answer |
Percent of respondents |
---|---|
Under 1 GB |
7% |
1 GB to less than 3 GB |
19% |
3 GB to less than 6 GB |
20% |
6 GB to 10 GB |
22% |
Over 10 GB |
11% |
Unlimited data |
11% |
No data |
10% |
Pre-paid/'pay as you go' |
1% |
Q4. How much data is included in your cell phone plan?
Base: n=1,009; all respondents [REMOVED: Don’t know/refused: n=199].
Demographic Differences:
One in five (21%) Canadians who subscribe to a wireless plan bundle their cell phone service with other services from their provider. In contrast, nearly eight in 10 (78%) say they do not bundle their cell phone service with other services.
Figure 3: Bundling cell phone services
Answer |
Percent of respondents |
---|---|
Bundle services |
21% |
Do not bundle services |
78% |
Q5. Do you bundle your cell phone service with other services from your provider?
Base: n=1,198; all respondents who subscribe to a wireless plan. Don’t know/refused: <2%
Just over eight in 10 (83%) Canadians say they are satisfied with their current cell phone provider, with 35% saying they are very satisfied. One in six are somewhat (10%) or very (6%) dissatisfied with their provider.
Figure 4: Satisfaction with current cell phone provider
Answer |
Percent of respondents |
---|---|
Very satisfied |
35% |
Somewhat satisfied |
48% |
Somewhat dissatisfied |
10% |
Very dissatisfied |
6% |
Q6. Are you very satisfied, somewhat satisfied, somewhat dissatisfied, or very dissatisfied with your current cell phone provider?
Base: n= 1,208; all respondents. Don’t know/refused: 1%
Demographic Differences:
Those dissatisfied with their current cell phone provider (n=183) were most likely to point to cost to explain their dissatisfaction. Specifically, 65% attribute their dissatisfaction to the cost or price of their cell phone service, 38% to the cost or price of data, and 12% to the cost or price of overage changes. Other reasons for dissatisfaction include poor service quality or coverage (20%) and poor customer service. The full range of reasons are depicted in figure 5.
Figure 5: Reasons for dissatisfaction with current cell phone provider
Answer |
Percent of respondents |
---|---|
Cost/price of service |
65% |
Cost/price of data |
38% |
Quality/coverage of cell phone service is poor |
20% |
Cost/price of overage charges |
12% |
Poor customer service |
9% |
Cell phone plan does not meet needs |
5% |
Hard to reach someone/long wait times |
3% |
Poor in-store experiences |
2% |
Contract terms are too long |
1% |
Other |
9% |
Q7. Why are you dissatisfied with your current cell phone provider? [multiple responses accepted]
Base: n= 183; respondents who were dissatisfied with their current cell phone providers. Don’t know/refused: <0.5%.
Fifty-three percent of Canadians with a cell phone say they have switched cell phone providers. Among those who switched providers (n=631), six in 10 did so within the past five years. In contrast, four in 10 (39%) say they last switched cell phone providers five or more years ago.
Figure 6: Switching cell phone providers
Q8. Have you ever switched cell phone providers?
Answer |
Percent of respondents |
---|---|
Switched providers |
53% |
Have not switched providers |
47% |
Base: n=1,208; all respondents. Don’t know/refused: <0.5%.
Q9. How long ago did you last switch cell phone providers?
Answer |
Percent of respondents |
---|---|
Less than 6 months |
8% |
6 months to less than 1 year ago |
9% |
1 year to less than 2 years ago |
11% |
2 years to less than 3 years ago |
12% |
3 years to less than 4 years ago |
12% |
4 years to less than 5 years ago |
8% |
5 or more years ago |
39% |
Base: n=631; respondents who switched providers. Don’t know/refused: 1%.
[LEFT] Q8. Have you ever switched cell phone providers? [RIGHT] Q9. How long ago did you last switch cell phone providers?
Base: n=1,208; all respondents. Base: n=631; respondents who switched providers.
Don’t know/refused: <0.5%. Don’t know/refused: 1%.
Demographic Differences:
Respondents who have not switched cell phone providers (n=525) were asked why they have chosen to stay with their current provider. Half (51%) say they have stayed with their current cell phone provider because their plan covers their needs or because they are satisfied with their current plan. Other reasons are depicted in figure 7.
Figure 7: Reasons for staying with current cell phone provider
Answer |
Percent of respondents |
---|---|
Cell phone plan covers needs/satisfied |
51% |
Cell phone plan price is unbeatable/no better deal available |
17% |
Too much effort/hassle |
14% |
Good reception/coverage from current provider |
9% |
Limited alternative options for service providers |
3% |
Currently under contract and can't leave |
3% |
Like the discounts offered by the provider |
2% |
Cell phone is bundled with other services |
2% |
Did not want to sign up for another contract |
1% |
Other |
8% |
Q10. What is the main reason you have stayed with your current cell phone provider? [multiple responses accepted]
Base: n=525; respondents who stayed with their current cell phone providers. Don’t know/refused: 2%.
Demographic Differences:
Canadian wireless consumers who have stayed with their current cell phone provider because their plan covers their needs are most likely to live in Quebec (68%) and report annual household incomes of under $40,000 (63%).
Experience and perceptions of switching cell phone providers do not align. Eight in 10 (81%) respondents who switched cell phone providers (n=631) say it was easy to do, with 53% saying it was very easy.
In contrast, just over half (56%) of those who have not switched cell phone providers (n=577) think it would be easy to do so, with just 29% saying it would be very easy, while more than one-third (37%) think it would be difficult to do so.
Figure 8: Ease of switching cell phone provider: Experience + Perceptions
Q11a: Was it very difficult, somewhat difficult, somewhat easy or very easy to switch cell phone providers?
Answer |
Percent of respondents |
---|---|
Very easy |
53% |
Somewhat easy |
28% |
Somewhat difficult |
10% |
Very difficult |
5% |
Base: n= 631; respondents who switched cell phone providers. Don’t know/refused: 3%.
Q11b: If you were to switch cell phone providers, do you think it would be very difficult, somewhat difficult, somewhat easy or very easy to do this?
Answer |
Percent of respondents |
---|---|
Very easy |
29% |
Somewhat easy |
27% |
Somewhat difficult |
25% |
Very difficult |
12% |
Base: n= 577; respondents who haven’t switched cell phone providers. Don’t know/refused: 7%.
[LEFT] Q11a: Was it very difficult, somewhat difficult, somewhat easy or very easy to switch cell phone providers?
Base: n= 631; respondents who switched cell phone providers. Don’t know/refused: 3%.
[RIGHT] Q11b: If you were to switch cell phone providers, do you think it would be very difficult, somewhat difficult, somewhat easy or very easy to do this?
Base: n= 577; respondents who haven’t switched cell phone providers. Don’t know/refused: 7%.
Demographic Differences:
Approximately two-thirds (65%) of Canadians say they are not likely to switch cell phone providers at the end of their contract.
Figure 9: Likelihood of switching cell phone providers
Answer |
Percent of respondents |
---|---|
Very likely |
10% |
Somewhat likely |
20% |
Not very likely |
38% |
Not likely at all |
27% |
Q12. At the end of your contract with your current cell phone provider, will you be very likely, somewhat likely, not very likely or not at all likely to consider switching to another provider?
Base: n= 1,208; all respondents. Don’t know/refused: 5%.
Demographic Differences:
One in four (25%) Canadians say they have told their cell phone provider they plan to switch to another provider in order to lower their bill, of whom 72% said their provider offered them a better cell phone package or the same package at a lower rate to not switch.
Figure 10: Negotiating with cell phone provider
Q15: Have you ever told your cell phone provider that you plan to switch to another provider in order to lower your bill?
Answer |
Percent of respondents |
---|---|
Yes |
25% |
No |
74% |
Base: n= 1,208; all respondents. Don’t know/refused: <1%.
Q16: Were you offered a better cell phone package or the same package at a lower rate to stay with your current provider?
Answer |
Percent of respondents |
---|---|
Yes |
72% |
No |
25% |
Base: n= 307; those who told their provider they’re planning on leaving to lower their bill. Don’t know/refused: 4%
[LEFT] Q15: Have you ever told your cell phone provider that you plan to switch to another provider in order to lower your bill?
Base: n= 1,208; all respondents. Don’t know/refused: <1%.
[RIGHT] Q16: Were you offered a better cell phone package or the same package at a lower rate to stay with your current provider?
Base: n= 307; those who told their provider they’re planning on leaving to lower their bill. Don’t know/refused: 4%
Demographic Differences:
More than half the Canadians surveyed do not use a flanker brand for their cell phone services. When these respondents (n=839) were asked if they would ever consider switching to a flanker brand, four in 10 (41%) say they would consider it. In contrast, slightly more (47%) say they would not consider switching to a flanker brand. The rest (11%) are unsure.
These respondents were read with the following description of a flanker brand:
“A flanker brand is a brand used by a large cell phone provider to offer services and plans under a different name and often at a lower price. For example, Virgin mobile, FIDO, and Koodo are flanker brands.”
Figure 11: Switching to a Flanker Brand
Answer |
Percent of respondents |
---|---|
Yes |
41% |
No |
47% |
I don't know |
11% |
Q13: Would you ever consider switching to a flanker brand?
Base: n= 839; respondents who do not use a flanker brand.
Don’t know/refused: 1%.
Demographic Differences:
One-third (34%) of those who would not consider switching to a flanker brand (n=382) would not consider it because they are satisfied with their current provider. Nearly three in 10 (28%) say they would not switch to a flanker brand because they are concerned about the quality or coverage of the cell phone service. Sixteen percent would not switch to a flanker brand because their current provider covers their needs. Other reasons were mentioned by smaller proportions (8% or less) and are depicted in figure 12.
Figure 12: Reasons for not switching to a Flanker Brand
Answer |
Percent of respondents |
---|---|
Satisfied with current provider |
34% |
Concerns about quality or coverage |
28% |
Current provider covers needs |
16% |
Unsure of value |
8% |
Heard negative reviews of flanker brands |
7% |
Unfamiliar with flankers |
5% |
Concerns about billing |
2% |
Ability to bundle services |
2% |
Concerns about client support |
2% |
Availability of family plans |
1% |
Other |
9% |
Q14: Why would you not consider switching to a flanker brand?
Base: n= 382; respondents who wouldn’t switch to a flanker brand
Don’t know/refused: 2%. [multiple responses accepted]
Canadians were asked to rate their level of agreement with the following statements:
The majority agree that their cell phone calls are almost never dropped (73%, with 47% saying they strongly agree). Two-thirds (66%) are happy with the upload and download speeds they get with their cell phone provider, while approximately six in 10 agree that they rarely experience dead zones with their provider (61%) and that they have a good selection of cell phone providers in their region (58%).
Nearly half agree (46%) they get good value for money from their cell phone provider (46%, with 22% saying they strongly agree), although the majority (58%) disagrees that the cost of cell phone plans has decreased in the last three years, with 40% saying they strongly disagree.
Figure 13: Perceptions of cell phone services in Canada
Statements |
Strongly agree |
Agree |
Neither |
Disagree |
Strongly disagree |
---|---|---|---|---|---|
My cell phone calls are almost never dropped |
47% |
26% |
13% |
7% |
6% |
I’m happy with the upload + download speeds |
32% |
34% |
17% |
5% |
4% |
I rarely experience dead zones with my cell phone provider |
34% |
27% |
16% |
10% |
10% |
I have a good selection of cell phone providers in my region |
39% |
19% |
17% |
10% |
10% |
I get good value for money from my cell phone provider |
22% |
24% |
26% |
14% |
12% |
Cost of cell phone plans has decreased in the last 3 years |
8% |
8% |
17% |
18% |
40% |
Q17. Please tell me how much you agree or disagree with each of the following statements using a scale of one to five.
Base: n=1,208; all respondents. Don’t know/refused: ranged from 1% to 9%.
Demographic Differences:
Canadians were asked if they think Canada’s cell phone prices are better, worse or about the same as what they would find in other countries. Few (4%) think Canada’s cell phone prices are better than prices compared to other countries. In contrast, two-thirds (66%) think Canada’s cell phone prices are worse compared to other countries. The rest think Canada’s cell phone prices are about the same (10%) or do not know how prices compare (20%).
Figure 14: Views on cell phone prices in Canada
Answer |
Percent of respondents |
---|---|
Better |
4% |
About the same |
10% |
Worse |
66% |
Don't know |
20% |
Q18. In your view, are Canada’s cell phone prices better, worse or about the same as what you would find in other countries?
Base: n= 1,208; all respondents
Demographic Differences:
The following tables present the weighted and unweighted demographic characteristics of survey respondents. In total, 75% of respondents completed the survey in English, and 25% completed the survey in French.
Age | Weighted | Unweighted | ||
---|---|---|---|---|
n |
% |
n |
% |
|
18 to 24 |
96 |
8 |
79 |
7 |
25 to 34 |
222 |
18 |
181 |
15 |
35 to 54 |
390 |
32 |
444 |
37 |
55-64 |
247 |
20 |
255 |
21 |
65 or older |
253 |
21 |
249 |
21 |
Gender | Weighted | Unweighted | ||
---|---|---|---|---|
n |
% |
n |
% |
|
Male |
580 |
48 |
652 |
54 |
Female |
617 |
52 |
546 |
46 |
Region | Weighted | Unweighted | ||
---|---|---|---|---|
n |
% |
n |
% |
|
Atlantic Canada |
85 |
7 |
100 |
8 |
Quebec |
286 |
24 |
300 |
25 |
Ontario |
463 |
38 |
353 |
29 |
Saskatchewan and Manitoba |
73 |
6 |
96 |
8 |
Alberta |
139 |
12 |
179 |
15 |
British Columbia |
161 |
13 |
178 |
15 |
North |
* |
* |
* |
Education | Weighted | Unweighted | ||
---|---|---|---|---|
n |
% |
n |
% |
|
Grade 8 or less |
17 |
1 |
16 |
1 |
Some high school |
40 |
3 |
43 |
4 |
High school diploma or equivalent |
241 |
20 |
240 |
20 |
Registered Apprenticeship / trades certificate or diploma |
64 |
5 |
74 |
6 |
College, CEGEP or other non-university certificate or diploma |
292 |
24 |
288 |
24 |
University certificate or diploma below bachelor’s level |
69 |
6 |
69 |
6 |
Bachelor’s degree |
285 |
24 |
287 |
24 |
Post-graduate degree above bachelor’s level |
187 |
16 |
178 |
15 |
Don't know |
7 |
0.6 |
7 |
0.6 |
Prefer not to answer |
6 |
0.5 |
6 |
0.5 |
Household Income | Weighted | Unweighted | ||
---|---|---|---|---|
n |
% |
n |
% |
|
Under $20,000 |
84 |
8 |
79 |
7 |
$20,000 to just under $40,000 |
190 |
18 |
182 |
17 |
$40,000 to just under $60,000 |
171 |
16 |
169 |
16 |
$60,000 to just under $80,000 |
132 |
12 |
133 |
12 |
$80,000 to just under $100,000 |
135 |
13 |
142 |
13 |
$100,000 to just under $150,000 |
188 |
18 |
187 |
17 |
$150,000 and above |
171 |
16 |
181 |
17 |
Don’t Know / Not Applicable |
34 |
3 |
32 |
3 |
Prefer not to answer |
102 |
9 |
103 |
9 |
The following specifications applied to this survey:
Strata | Completed Interviews |
---|---|
Atlantic |
100 |
Quebec |
300 |
Ontario |
353 |
West (includes the territories) |
455 |
Total |
1,208 |
Total | Landline | Cell | |
---|---|---|---|
Total Numbers Attempted |
33,854 |
11,897 |
21,957 |
Invalid: not in service, fax/modem, business |
4,697 |
3,367 |
1,330 |
Unresolved (U) |
18,108 |
5,179 |
12,929 |
In-scope - Non-responding (IS) |
8,693 |
2,756 |
5,937 |
Language problem, illness, incapable |
187 |
63 |
124 |
Selected respondent not available |
15 |
4 |
11 |
Household refusal |
4950 |
1,600 |
3,350 |
Respondent refusal |
3530 |
1,079 |
2,451 |
Qualified respondent partial complete |
11 |
10 |
1 |
In-scope - Responding units (R) |
2,356 |
595 |
1,761 |
Under 18 years old |
691 |
84 |
607 |
Works in industry |
100 |
19 |
81 |
No personal cell phone |
145 |
112 |
33 |
Refused to provide province |
4 |
1 |
3 |
Does not qualify |
203 |
24 |
179 |
Quota filled |
5 |
5 |
|
Completed the survey |
1,208 |
355 |
853 |
Response Rate = R / (U + IS + R) |
8.1% |
7.0% |
8.5% |
Hello, my name is [Interviewer's name]. I’m calling from Phoenix SPI on behalf of the Government of Canada to conduct a survey on Wireless Services in Canada. Would you prefer to continue in English or French? / Préférez-vous continuer en français ou en anglais?
The survey takes about 8 minutes and is voluntary. Your responses will be kept entirely confidential and anonymous.
[LANDLINE SAMPLE]
*[INTERVIEWER: IF NEEDED: We choose telephone numbers at random and then select one person from each household to be interviewed.]
[CELL SAMPLE]
SCHEDULE CALL-BACK IF POSSIBLE (TIME/DAY):
[EVERYONE]
THANK/DISCONTINUE IF ANY OF THE ABOVE
TERMINATE IF “DON’T KNOW” OR “REFUSED”
THANK/DISCONTINUE MESSAGE: “Thank you for your willingness to take part in this survey, but you do not meet the eligibility requirements of this study.”
Record year:
TERMINATE IF “DON’T KNOW” OR “REFUSED”
TERMINATE IF “DON’T KNOW” OR “REFUSED”
PROGRAMMING NOTES:
NOTE TO INTERVIEWERS:
If you are asked about the purpose of the survey, reiterate that you are not trying to sell anything and that the research is being conducted for the Government of Canada.
To start,
TERMINATE IF “DON’T KNOW” OR “REFUSED”
TERMINATE IF “DON’T KNOW” OR “REFUSED”
TERMINATE IF “DON’T KNOW” OR “REFUSED”
[DO NOT ASK IF Q4 = 08]
[ASK ALL]
[ASK IF Q6 = 03 or 04]
[ASK IF Q8 = 01]
[ASK IF Q8 = 02]
[DO NOT ASK IF Q4 = 08]
[ASK IF Q4 = 08 OR Q12 = 05]
12b. [IF Q12 = 05: In that case…] In the next year or so, are you very likely, somewhat likely, not very likely or not at all likely to consider switching to another provider?
[ASK IF Q3 ≠ A FLANKER BRAND]
We have a couple final questions for statistical classification purposes. Be assured that your responses will be held in strict confidence.
Thank you. Those are all the questions we have for you today. We greatly appreciate your participation in this research.