Pakistan: Broadband Internet Quality of Service (QoS) Survey 2011

Broadband Internet Quality of Service (QoS) Survey 2011

Islamabad (January 25, 2012) : In pursuant to safeguard consumer interests and in context of raising the quality of broadband services, Pakistan Telecommunication Authority (PTA) under the direction of its Chairman, Dr Muhammad Yaseen carried out the second nationwide Braodband QoS Survey of all wireless and wireline service providers throughout the country during third and fourth quarter of 2011.

During the survey the already devised Quality of Service (QoS) Key Performance Indicators (KPIs) in consultation with services providers were measured. These are Network Availability, Service Availability, Download and Upload bandwidth Speed (i.e. how much data a subscriber can receive or send to the maximum), Round-Trip Time (i.e. the time taken for the data to reach a particular destination and return), Contention Ratio (i.e. the ratio of Total bandwidth/No. of subscribers or number of subscribers per unit of bandwidth) and Retain-ability (i.e. for how much time a connection remained connected during the period of 60 minutes), etc. It is worthwhile to note that higher the bandwidth of download/upload speed and retain-ability and lower the round trip time and contention ratio, higher is the service quality is considered superior.

PTA grades aforesaid parameters into categories like A, B, C etc, based on the percentage of score obtained during the measurement. For 1Mbps broadband package of wireless broadband service providers, Wateen Telecom has been placed in Category-A at Lahore and Rawalpindi and Category-B at Karachi, Quetta and Peshawar. Similarly, Qubee and WorldCall are also in Category-A at Lahore and Category-B at Karachi and Wi-Tribe is in Category-B at Rawalpindi. Likewise, for 1Mbps broadband package of wireline broadband service providers, PTCL has been placed in Category-A at Lahore, Rawalpindi, Peshawar and Quetta and in Category-B at Karachi.  The complete Broadband QoS Survey 2011 results are placed at PTA website http://www.pta.gov.pk for the awareness of general public.

It may be mentioned here that, Broadband is a significant economic stimulus for any country as changing dynamics of the world economy rely heavily on well connected economic resources of a country. Advanced content, high quality mediums, reliable infrastructure and well linked information repositories determine the future of country’s economy by providing right information delivered through reliable and secure communication links at the right time.

(Muhammad Younis)
Dir (PR)
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Download Broadband Survey Report (PDF Format)

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Paradigm Technologies

Broadband Subscribers Survey

Estimating Broadband End-Users and their Experience of Service and its

Performance

Survey Performed for

Pakistan Telecommunication Authority

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Survey Report

Contents

Chapter                                                                 Page

Background                                                             03

Executive Summary                                                     04

Introduction                                                          06

Objectives & Methodology                                              16

The Survey                                                            18

Survey Analysis                                                       33

Conclusion                                                            46

Annex

Glossary                                                            47

Survey Questionnaire                                                48

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Background

Broadband has the power to evolve economies, not just through faster browsing of Internet

and downloading multimedia files, but also by providing a rapid communication highway

of   increasing    productivity    and   competiveness      of   businesses    and   residential    consumers

through   e-enabled   platforms.   For   businesses   a  broadband   connection  enables   a   range   of

opportunities      like  effective   distance    communication        via  video   conferencing,     access   to

financial    details   of  multiple    locations    and   a  direct   link  to  suppliers.    For   residential

consumers       it  opens   an  excellent   supply   of   private   sector   services   and   applications     in

commerce,        telecommunication,        banking,    etc   as  well    as  public    sector   services    and

applications in education, health, community development.

Though in Pakistan, we observe an overall slow adoption pattern of broadband, reasons for

which     are  not   part   of this   report.   However,     statistics  for   last  three   years   reveal   an

astonishing      growth    of  broadband      subscription     in  metropolitan      areas.  Broadband       has

started    to  receive    popularity    as  the  demand      for  a  high   speed   Internet    connection     is

increasing     between     businesses     and  residential    consumers.     The   country    could   be  rated

among      the  economies     where    almost    all  technological    versions   of  broadband      are  being

offered. Wired   broadband   in   shape   of   xDSL, HFC,   and FTTx   over   GPON   whereas   wireless

broadband   in   form   of   WiMax  and  EVDO   are   among   these   technological   versions.  Mobile

broadband   through   GPRS   and   EDGE   is   also   being   offered   but   is   not   part   of   this   survey

study.

Benchmarking        behind    calculating    broadband      penetration     and   adoption    levels  is  based

upon     the   number     of  connections      /  subscribers.     This   means    that   actual   number     of

population having an access to a broadband experience is much more. In order to estimate

this  number,      Pakistan    Telecommunication         Authority    (PTA)    has   instigated    this  survey

assignment.       The   survey    report    provides    important      insights   into   broadband      service

experiences   for   both   business   and   residential   customers,   and   in   particular   estimating   an

approximate figure of total number of broadband users in the country.

About Us

Paradigm       Technologies      is  a  dedicated     software     development       &   research     company

providing outsourcing services in Market research, ERP and E-commerce solutions. Led by

a   team   of   dynamic   industry   experts,   Paradigm   leverages   its   survey   model   to   provide   its

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clients with high value market research. We produce research with the goal of helping our

customers to better understand their markets and gain insight from the market data and

analysis  that   is   provided.   Paradigm   Technologies   also   strives   in   delivering    its  research

content     in inventive    ways     to   meet    the  demands      of  different    audiences     within   an

organization.

Executive Summary

Internet    and   Mobile   Phone   technologies   are   considered   as      leading  innovations  of  90’s.

Similarly   broadband   can   also   be   rated   as   a   significant   development   towards   high   speed

communication;        the  world    has   experience    during    last  one  decade.   Policy    makers    and

Regulators of developed broadband markets are focusing on provision of next generation

high   speed   services   whereas   regulators   of   developing   broadband   markets   are   centering

more increase of penetration levels. Telecommunication sector of Pakistan has experienced

a   swift   growth   during   recent   years   especially   in   mobile   segment.   Broadband   is   in   early

stages of progress and present dispersion rate is merely 0.x per 100 inhabitants.

Pakistan     Telecommunication         Authority    is  taking   a  keen   interest    towards    broadband

development        in  the  country    and   this  survey    report   targets   the   current    situation   of

broadband in terms of approximate numbers of users and their interest behind broadband

usage. Key findings of the survey include:

Research & Education stands as priority broadband function for households

The   responses   of   survey  participants   reveal  that   majority   (60%)   of   the   home   broadband

users    primarily    utilizes   high   speed    broadband      Internet    for  research    and   education

purposes.     This   indeed    is  a  positive   sign   towards    reaping    the  associated     benefits   of

broadband Internet as Internet is considered a vast array of information and knowledge.

Broadband Tariffs are acceptable for households

Generally the present broadband tariffs are acceptable to home broadband users, 60% of

the   respondent     said   that  they  are   satisfied  with   the  monthly     broadband     cost.  Further

reduction in tariffs would be bringing further increase in the acceptance level of consumer.

Broadband is Important for Family members

Survey results show that among the   home   users, broadband is   not only a   single   member

exercise rather it is essential for the whole family members. 78 % of the responses rated

broadband as an important utility for the family.

Broadband considered as critical for business operations

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67%    of  the  business  users rated   broadband    significant  for  their  day  to  day  business

operations while the primary usage of broadband among business users was e-mail (51%)

followed by Information gathering (25%).

Broadband assists Businesses to increase sales

Broadband     is providing   opportunity   to  business  towards   increasing  sales.  42%  of  the

business    users  believe  that  broadband   is  a  medium  to  improve   market   outreach   and

increase overall sales.

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Introduction

Broadband Definition

Broadband   is   generally   defined   as   a   range   of   high-speed   access   technologies   enabling   an

always-on       connection     to   choice    of   services    including     Internet    and    multimedia

entertainment.       However,     various   countries    and   organizations     have    rated   broadband

differently on the basis of bandwidth speeds. In Pakistan, broadband policy announced in

2004 by Ministry of IT defines broadband as

‘Always On internet connection with a minimum downloads speed of 128 kbps

connectivity’

The survey will be carried out benchmarking minimum 256kbps as broadband connection,

the   rationale   behind   which   is   present   broadband   package   offerings   by   the   operator.   An

interesting   fact   revealed   during   the   initial   survey   study   is   that   broadband   operators  are

now shifting towards a minimum speed offer of 512kbps meaning that in  near future we

may not observe any 256kbps broadband connection offerings in the market.

Revolution of Broadband

Telecommunications   are   historically   characterized   by   steady   growth   with   a   continuous

advancement.       We    are  by   now    familiar   with   the  historical   success    of  the  telegraph,

telephone,   fax   and   e-mail,   each   one   of   which  improved  our   communication   approach.  A

distinctive approach of ICT convergence technologies has given birth to a unifying services

platform      for  three    converging     industrial    sectors:   computing,      communications       and

broadcasting.     This   uniform    platform    has  given   birth  to  and   revolutionized     broadband

technologies globally.

Broadband has proven to be a technology which means different for consumer groups like

industry, businesses and end-user. From a business prospective broadband is a high-speed

Internet     access    to  the   corporate     office.  For   the   information      and   communication

technologies (ICT) sector and for the telecommunication industry in particular, broadband

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has   all   together   a   different   meaning.   For   a   Telecommunication   investor   broadband   is   an

incremental improvement, offering Internet access that is faster, more convenient and (per

Megabyte       downloaded)       much     cheaper     than   ever   before.    Moreover,     broadband       does

provide   a   platform   for   the   development   of   content   services.   For   a   residential   end-user,

broadband is what enables him to subscribe and enjoy a range of triple-play (data, voice,

video) services.

As the  broadband revolution continues to happen, technologist continue their pursuit for

developing fast and simple broadband standards, increasing competition in the broadband

service market has forced broadband service providers to plan their strategies for delivery

of “triple play” services, providing voice, data and video through a single connection. Over

recent years, requirements   for bandwidth intensive applications such as   peer to peer file

sharing; video conferencing, multimedia streaming, online entertainment and tele-working

have     resulted    in  persistently     increasing    demands      for   higher   and    higher    broadband

bandwidth provisioning.

In general broadband solutions are classified into two groups: fixed-line technologies and

wireless technologies. Fixed line broadband technologies come in various forms of a direct

physical     connection      to  the   subscriber’s      residence     or   business.     Popular     fixed-line

technologies      are   xDSL    (digital  subscriber     line),  HFC    (Hybrid    Coaxial    Cable)   or   cable

modem,       FTTH    (Fiber   to the    Home)     and   broadband      power    line.  Wireless      broadband

technologies  provide  a  wireless  mode  of  access  in  various  forms  to  the  subscriber’s

residence      or  business.    Popular    wireless   mode     of  access    is WiMAX,     EVDO,     LMDS     and

Satellite.

This broadband revolution has changed the global landscape of measuring performance of

an   economy;  terminologies  like  ‘knowledge-base’  and  ‘information-base’  societies  have

emerged   to   rate   productivity   and   competitiveness   of  an   economy.   Broadband  particular

impact   on   information   based   society   lies   in   two   areas:   first,   its   wide   capacity   to   support

multiple applications (voice communications using IP telephony, Internet applications, and

video / audio applications) over a  single network. Second, the associated economic gains,

which     result  in  offering   low   cost   for  consumers,     plus   the  increased     data  transfer    and

reduced delays as well as the effects of competition among, service providers.

International Snapshot

Global    statistics   reveal   that  by  the   end   of  2009   there   were    466.59  million     broadband

subscribers      with  a   population    penetration     of  8.1 percent.     The    broadband      subscribers

divided   by   region   are   shown   in   the   pie   below.   South   and   East   Asia   (25.21 per   cent)   and

Western Europe (24.41  per cent) have the largest shares of the world broadband market.

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North America had the third largest share   at   20.40  per   cent   and  followed by Asia Pacific

with a 14.00 per cent share.

Source: World Internet Statistics

Exploring   the   technological   trends   and   choices   of   broadband   at   the   international   arena,

DSL remains the most popular and largely used mode of broadband access. This popularity

of   DSL   has   an  inherited   reason    of  dominance     of  fixed-line   copper    telecommunication

infrastructure      worldwide.     Cable     modem      stands    as   the   second    largest    broadband

technology, primary reason of which is strong cable infrastructure of North America where

cable modem serves majority of the population. Though use of Fiber at the access side  is

gaining popularity and demand, however the associated high deployment cost still remains

a   major   hurdle    behind  common       availability   of  FTTx   technologies.    The   following    chart

depicts the overall share of broadband technologies.

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Source: World Internet Statistics

Wireless technologies have been recently introduced at broadband scene and are gaining

rapid adoption due to their ease of usage and mobility features. The ‘others’ legend in the

pie represents wireless broadband choice in form WiMAX, GPRS, EDGE and 3G.

China with a subscriber base of  103.664 million stands as the top country for broadband

followed   by   United   States   with   85.28  subscribers.  Collectively,   China   and   the   US   control

over 40 per cent   of the worldwide   broadband  market. The following bar chart highlights

the top ten countries in terms of broadband.

Subscribers (In millions)

Source: World Internet Statistics

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Broadband and Pakistan

In   Pakistan,   Broadband   made   its   entry   when   private   operator   began   offering   HFC   based

broadband Internet services in 2000. This was followed by introduction of DSL services in

2002.    In   order   to  instigate    a  sustainable   roadmap       for  broadband      proliferation     in the

country, Ministry of Information Technology announced first National broadband policy in

December 2004. The policy targeted four important components of broadband value chain.

They   were   content   facilitation,   backhaul   facilitation,   broadband   delivery   facilitation   and

end-user      terminals    facilitation.   Despite    being   an   all-inclusive    policy   structure,   defined

broadband        milestones     were    not   achieved.    However,       a  real   progress     for  broadband

adoption      both   at  residential   and   businesses     level   has  been    observed     during   last  three

years.   According   to   PTA,  by  March   2010  there   were  approximately             728,000  broadband

subscribers in the country.

The   growth   pattern   observed   recently   is   a   result   of   two   important   factors.   The   first   of

which   is   the   launch   of   DSL   services   by   PTCL.   PTCL   started   its   DSL   services   in   June   2007

offering   low   tariffs   for  home    users   with   free   installation   service.   This   has   affected   the

overall cost of service regime for DSL thus adding more and more subscribers. The second

factor is the introduction of wireless broadband services in the form of WiMAX and EvDO.

This development provided an excellent replacement to wired broadband services, adding

more convenient to subscribers in shape of limited mobility and ease of use.

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Source: PTA

The   above   column   chart   highlights   the   swift   growth   in   terms   of   broadband   subscribers

rising from 45,000 to  773,000 in  less than   four year’s  time  marking a   continuous annual

growth of above 100%.

On a   technological prospective, Pakistan has proven to be a   rich market both in terms of

wired and wireless broadband technologies. These technologies are competing hard with

each    other    to  attain   better   market     share.  Brief   note    on   the  available    broadband

technologies is as under.

Digital Subscriber Line (DSL)

DSL is   a   family of technologies that provide   digital data   transmission   over the   wires of a

local telephone network. It is a powerful tool for fast information transmission; however,

its popularity is highly dependent on the quality of wire line infrastructure in the country.

In   accordance     with  the   global  trend,   DSL   leads  the  market    share   of  Pakistan   as  well.

According to PTA, by March 2010 there were total numbers of 434,959 DSL subscribers in

the country.

Worldwide Interoperability for Microwave Access (WiMAX)

WiMAX   is   a   telecommunications   technology   that   provides   wireless   transmission   of   data

using a variety of transmission modes, from point-to-multipoint links to portable and fully

mobile internet access. The technology provides up to 3 Mbit/s broadband speeds without

the need for cables. Pakistan holds the unique honor of having the first commercial roll out

of WiMAX based network in the world by Wateen Telecom (Pvt) Ltd in December, 2007. By

now   there   are   two  other  commercial   WiMAX   deployments   carried   out   by   WiTribe   and

Mobilink respectively. According to PTA, WiMAX technology has attracted almost  229,385

subscribers by March 2010.

Hybrid Fiber Coaxial (HFC)

HFC    is  a  telecommunication      technology     being   utilized  mostly   by  CableTV    providers.    It

allows optical fiber cable and coaxial cable to be used in different portions of a network to

carry broadband content, such as video, data and voice. There were 34,018 subscriptions

for HFC service by March 2010.

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Evolution-Data Optimized (EvDO)

EvDO is a telecommunication standard for the wireless transmission of data through radio

signals, typically for broadband Internet access. EvDO is a relatively new technology which

is   showing    a  potential   for  becoming     an  instant   hit. At  present    there  are   two   (PTCL,

WorldCall) operators offering EvDO to subscribers. Total number of EvDO subscribers was

68,490 by end of March 2010.

FTTH (Fiber to the Home)

FTTH is a broadband technology that uses optical fiber to replace all or part of the usual

metal   local   loop   used   for   last   mile   telecommunications. FTTH   is   a   high   speed   connection

capable     of  carrying   huge   IP  traffic  volumes.    NayaTel    has   been   providing    Triple   play

Services (Voice, Data, and Video) via FTTH technology to customers in Islamabad. Recently

it  has   expanded     its  services  to  few  areas   in  Rawalpindi     city.  Numbers    of  subscribers

enjoying FTTH services have reached to 4,716 by March 2010.

The    following   chart   shows   an  insight   view    of present   broadband      technology    share   of

Pakistan.

Source: PTA

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OVERVIEW OF SURVEY

The    2010    Broadband      Subscribers    Survey    will  be  conducted     through    face-to-face

interaction, telephone medium and online resources. The survey will be performed in three

segments;   each   of   which   will   be   performed   in   a   prescribed   timeline.  The   first   part   will

target  the  collection  of  required  subscriber’s  data.  The   data   will   be   gathered   keeping   in

view the required survey objectives i.e. catering  cross section of users, variety of different

geographic locations and different types of broadband services including:

• Digital Subscriber Line (ADSL)

• Cable Broadband (HFC)

• FTTx

• WiMax

• EvDO

The   data   will   be  gathered   by   giving   a  balance  approach between   technologies,  service

providers, user groups and geographies. Following list of tables depict the details:

TARGET GEOGRAPHIES,  SERVICE PROVIDER, TECHNOLOGIES AND S USBCRIBERS

Geography                   Operator             Technologies                   Subscribers

Karachi             Cyber Net, World             DSL, HFC, EvDO,WiMAX           200,200,100,100

call,PTCL, Mobilink

Infinity

Lahore              LinkDotNet, Wateen,          DSL, HFC, EvDO,WiMAX           150,150,75,75

PTCL,WiTribe

Islamabad           MicroNet, Nayatel,           DSL, FTTH, EvDO, WiMAX         150,150,100,75

PTCL, WiTribe

InLink Direct

Rawalpindi          PTCL, WiTribe, Wateen        DSL, WiMAX                     150,35,35

Peshawar            LinkDotNet, WiTribe,         DSL, WiMAX                     25,25

Quetta              PTCL, Wateen                 DSL, WiMAX                     25,15

Hyderabad           PTCL, Wateen                 DSL, WiMAX                     20,20

Mardan              PTCL                         DSL                            15

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Gujranwala         PTCL, Wateen               DSL, WiMAX                    15, 15

Multan             PTCL, Wateen               DSL, WiMAX                    15, 15

Sialkot            PTCL, Wateen               DSL, WiMAX                    15, 20

Sukhur             PTCL                       DSL                           15

Since   the   Survey   is   to   target   both   residential   and   business   consumer   groups,   a   careful

approach will be followed to target both consumers groups in geographies which are more

relevant for receiving the broadband usage perceptions.

TARGET  GEOGRAPHIES AND CONS UMER GROUP

Geography          Total Targeted Subscribers            Targeted Consumer Group(s)

Karachi            600                                   Business, Universities & Residential

Lahore             450                                   Business & Residential

Islamabad          475                                   Business, Universities & Residential

Rawalpindi         220                                   Residential

Peshawar            50                                   Business & Residential

Quetta              40                                   Residential

Hyderabad           40                                   Residential

Mardan              15                                   Residential

Gujranwala          30                                   Business

Multan              30                                   Residential

Sialkot             45                                   Business

Sukhur              15                                   Residential

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Keeping in view the widespread availability of broadband technologies, the survey would

tend to target all of them in relation with the present market share.

TARGET ED TECHNOLOGIES, SUB SCRIBERS AND OPERATO RS

Technology                 Targeted Subscribers               Targeted Operator(s)

DSL                          795                              PTCL, LinkDotNet & MicroNet

WiMax                        430                              Wateen, WiTribe & Mobilink Infinity

HFC                          350                              WorldCall & Wateen

EvDO                         275                              PTCL

FTTH                         150                              NayaTel

The    second   segment    would   cover    the  execution   of  the  survey.   The  survey    would   be

performed   in   view   of   the   required   objectives   i.e.   Primary   mean   of   collecting   information

would be via detail survey forms, these forms would be distributed and filled by means of

Internet, Telephone or face-to-face interaction with survey respondent.  The detail survey

questionnaire is attached with this report as Annex-2.

The   third   and   the   last   segment   would   address   the   featured   analysis   of   gathered   survey

data.   This   segment  will   portray   the   key   findings,   conclusions   and   estimate   numbers   of

broadband users with regards to calculated ‘multiplying factors’.

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Objectives & Methodology

Survey Objectives

a) The overall objective of our survey research is to gain an estimation of number of

broadband      users   behind    a  business   and  residential   connection     and  gain   some

performance perceptions. The survey research has two components: collection of

data and the consumer survey.

b) The rationales of data collection are:

o   To have a balance between available technologies.

o   To   have   a  balance    between     type  of  broadband      connection    (business    &

residential).

o   To have a balance between different geographical locations.

o   To   have   only   those   details   of   subscriber’s   record,   adequate     to  survey

execution.

C)  The objectives of the consumer survey are as follows:

o   To measure overall satisfaction with broadband provision, speeds and other

individual service factors, and identify reasons for dissatisfaction.

o   To   estimate   potential    broadband     users  utilizing  a  single   connection.   The

estimation targets both business and residential users.

o   To judge primary utility gained over a broadband connection.

o   To evaluate the importance of broadband for businesses and general public.

o   To assess the average monthly spending for a broadband service.

Survey Methodology

Market       research    Company        Paradigm        Technologies      is    selected     by    Pakistan

Telecommunication   Authority   through   a   defined   selection   procedure   to   commission   the

survey.

The   broadband  subscriber’s  survey  would   follow   a   statistical   methodology   where   by   definition

survey  purposes    are   administered   by   the   respondent,  the respondent   will  be   outreached   by  a

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questionnaire. As part of this process, respondents will answer a series of questions on their

broadband awareness, use and satisfaction.

The    respondents     will   be  present    broadband     subscribers     of  various   service   providers,

technologies and geographies. In this regard, necessary assistance and support of the client

(Pakistan   Telecommunication   Authority)   would   be   requested   since   demanding   required

subscribers data directly from the service providers is not probable. This would also add

obligatory      authenticity,    integrity    and   legitimacy     behind    the   exercise    of   estimated

broadband users in the country.

The   questionnaire   will   gather   general   information   for   technology      and  service   provider.

Moving      ahead    the  questionnaire      would    seek   precise   facts  related    to  businesses    and

residential broadband subscribers.

Statistical estimates would be reported after consideration of the accuracy of estimates as

measured  by   90%   confidence   intervals.   The   confidence   interval   is   a   statistically   derived

range   calculated   from   the   standard  deviation  (which   is   itself   calculated   from   the   sample

size    and   the  variation    within    the  sample).    Annex     3 will    provide   further    detail   on

significance differences and statistical techniques used for estimation.

The survey is more of a theoretical type so there will not be any technical methodology to

be chosen to present the broadband performance picture. The performance measurement

will all depend on the responses received via the survey questionnaire.

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The Survey

The   survey   participant’s   data   was   collected   from   the   broadband   operators   through

required support of PTA, it was kept in mind that the targeted balance approach between

technologies,      service   providers,    user   groups    and   geographies     is  ensured.    However,    a

variance factor of 10-15% was observed while the final data was received by the operators.

Few     operators     were    unable    to  deliver    the  requested     subscribers     data   while    some

responded with partially less subscriber numbers.

The   survey   was   carried   out   via   telephone   calls,   face-to-face   interaction   (where   possible)

and    inviting   responses    by   e-mails.   The   received    responses    were    stored   in  a  database

application     in  order    to  carry   out  required     analysis   and   survey    deliverables.   General

response of the participants was found quite affirmative as they appreciated the conduct of

such survey.

Keeping      in  view   the  general    availability   and  popularity     of  broadband     services    in  the

country,      the   survey     targeted    subscribers      from    various    geographies,      majority     of

respondents were residing in major metropolitans. The following bar chart shows the city

wise distribution.

The    market    is  quite  rich for   the  availability   of  different   broadband    technologies;      both

wireless   and   wired   flavors   are   being   offered    to  the  subscribers.    The   survey   covers   all

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available technologies taking in consideration relevant market shares. The bar chart shows

the technology-wise distribution of the survey respondents.

The   incumbent   operator   holds   the   major   market   share   with   offerings   in   both   xDSL   and

EvDO technologies since it has the largest broadband service coverage. Some operators are

presently operating in all major cities while few service providers have stick themselves to

specific cities. The survey covers key broadband operators in view of technologies offered

and overall market share.       The details are graphed below:

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The  survey  also  took  in  consideration  the  two  segments  of  the  broadband  subscriber’s

market i.e Home and Business. Home users were typical residential subscriptions whereas

business subscribers included Organizations, Universities, Industries and small businesses.

The following chart highlights the distribution of survey respondents. Though the primary

targeted   subscribers   segments   were   home  and   business   subscribers.  However,  to  seek

views of educational institutes about Broadband, 6 Universities were also  included in the

survey.

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Two    different   questionnaires    were   prepared    for  both  subscriber    segments    with   some

common       set  of  questions.   The   graphical   representation     of  the  survey    responses    is

elaborated as follows:

Home Subscribers

55%   of   the  respondent   had   4-6   family   members,   whereas   only   10%   had   more   than   6

household members.

Interestingly, majority of the respondents had family members belonging to 20-25 age

groups. 77% of the participants had family members between 20-30 age groups.

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Age Groups

The core question of the survey surrounds among the estimation of number of broadband

users,   the   answers   reveal   that   35%   of   the   home   broadband   connections   are   in   use   of   3

family    members     whereas    19%     of  the  respondent     had  4   members      behind   a  single

broadband subscription.

Number of Households Users

93% of subscribers expressed general satisfaction with their broadband connection where

as only 5% showed some level of dissatisfaction.

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Monthly   broadband   expenditure   pattern   reveal   that   83%   of   the   subscribers   spend   up   to

PKR   2000   for   their  broadband   usage   where   as   only   2%   bear   more   than   PKR   4000   per

month on broadband.

Monthly

Broadband Cost

Principle  priority   area   of   consuming   a   broadband   connection   is  research   and   education

followed by e-mails.     Only 2% of the home subscribers consider online shopping as primary

reason of utilizing broadband.

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Primary Broadband Usage

Connection speed is considered as the most important aspect of a broadband service, 73%

of   the   survey   respondent   answered   that   they   are   satisfied   over   the   consistency   of   their

broadband connection speed.

Similarly a large segment of survey respondent expressed their satisfaction over the quality

of   their   service.   This   again   shows   a   positive   sign   of   consumer   perception   regarding   the

broadband connection.

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We    asked    the  consumer      for their  views    on  the   technical   support    provided     by  their

broadband       service  provider.   Results    show    that 89%     of  them  were     satisfied  with   the

present technical support level.

In   order   to   assess   the  change   experienced   by   broadband   users   while   accessing   Internet

especially in the context of traditional dial up Internet access, the survey participants were

asked as to what extent broadband has shown an impact on traditional Internet access. The

result shows that 27% subscribers rate it to some extent while 71% rate this impact as a

noteworthy one.

———————– Page 26———————–

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Impact on Traditional Internet Access

Home   subscribers   were   also   questioned   to   what   extent   is   the   broadband   important   for

their families. 84% of the respondent were of the view that broadband has now became an

important part of their family life.

Importance for Family

In   reply   to   a  question   asked   to   assess   the  availability   of   alternative   service   providers,

survey     respondent      expressed    some      level  of  dissatisfaction,    28%     of  them    were   either

dissatisfied   or   very   dissatisfied   over   the   present   choice   of   operators   in   their   respective

geographies.

———————– Page 27———————–

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On the same patter, in order to assess the satisfaction trends for monthly broadband tariff,

participants   were   asked   to   present   their   views   on   monthly   expenditure   for   broadband

subscription. 64% were either very satisfied or satisfied while 36% were not satisfied.

———————– Page 28———————–

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Business Subscribers

Business Segments

The   doughnut    chart  above   shows   the  associated  business  segments    of  the  survey

participants. Others category included various business categories and Universities. 29% of

the   businesses   subscribers were engaged in  other services followed by 23% professional

service companies.

———————– Page 29———————–

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Staff Members with Broadband Access

While     the  estimated     numbers     of  broadband      users    were   to  be   calculated,    business

subscribers      as  a  part  of   the  entire   broadband      market    are   also  made     part  of   this

approximation.   Majority   of   the   businesses  (84%)  revealed   that   49   or   less   staff   members

have access to use Broadband.

Broadband is critical for Business Operations

73% of the business respondents admitted that broadband is critical to execute business

operations while only 2% denied any decisive role of broadband.

———————– Page 30———————–

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Likewise the residential subscribers, the business subscribers also expressed quite a good

level of satisfaction over the broadband connection, 87% were either very satisfied or

satisfied.

Monthly Broadband Cost

8%   of   the   business   respondents   told   that   their   monthly   broadband   cost   exceeds   12000

PKR, however still the majority of business respondents  (66%) were spending up to 2000

PKR.

———————– Page 31———————–

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Primary Broadband Function

E-mails remained the primary broadband function performed by business subscribers,

followed by general information and research / education. In comparison with home

subscribers 8% of the business users were performing online shopping via Broadband

connection.

Perceived Business Advantage

———————– Page 32———————–

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51% of the business subscribers consider that broadband has resulted in general increase

in sales and marketing activities whereas 21% perceived it as a competitive advantage for

their business.

In   response   to   the   last   question   of  importance   of  broadband   availability  while  choosing

their business location, 98% considered broadband imperative for their business area.

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Survey Analysis

The broadband subscriber’s survey has resulted in portraying some very interesting facts

about   the  present   market   status,   consumer   perception,  broadband   service   performance

and approximation regarding the number of broadband users in the country. This part of

the report elaborates the key analysis statements which could be drawn on the basis of the

received responses.

Connections, Choices & Cost

The recent rise in home broadband adoption, in the era of severe economic recession, may

seem startling, as affording an additional cost of a high speed connection might be difficult

if   discretionary   income   is   tight.  On   the   other hand   this   rapid   adoption   clearly   represents

availability of a hale and hearty broadband market.

Some four years ago home broadband access generally came in two flavors  – cable or DSL

services provide   by few service providers.  Since then the range   of options  has expanded.

Even     though    most   home    broadband      users   still  have  DSL,   wireless   access   has   made    a

significant   dent   among   home   broadband   users,   and   fiber-to-the-home   also   registers   as   a

high-speed access path for users.

To   explore   the   extent   of   choice   available   to   consumers   for   selecting   different   broadband

connections (technologies), all home users received this question: “How satisfied are you

with  the  choice  of  Broadband  connection  in  your  area?”                 The   replies   of   28%   home

subscribers   were  against   the   contentment   level.   This   means   that   though   the   broadband

market has gone mature in the technological aspect but still part of consumer segments are

yet   to   reap   benefits   of   choosing   among   a   mixture   of   technologies   in   their   locality.  This

statement strongly comes into play for smaller cities and towns.

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In   order   to   assess   the   detail   pattern   of   this   dissatisfaction,   responses   received   from   all

cities   were   analyzed   to   verify   the   statement.   The   following   graph   highlights   the   present

predicament of ‘no other choice’ situation for subscribers in surveyed cities.

Satisfied with Operator Choice in your Area

A ground factor of establishing niche market by the service providers could probably be the

prime   reason   behind   it.   Several   operators   have   limited   their   operations   within   a   specific

city or even   in a  specific area   of a   city. Broadband is   a   last mile access   technology which

gives    an   open    freedom     to  an   operator    to  restrict   the   service   offerings    inside   specific

vicinity.  The   only   exception   has   been   the   incumbent   operator   covering   almost   130   cities

with    broadband       services.   This   indeed    is  natural   in  view    of  its  massive    fixed   line  and

wireless     infrastructure      throughout     the   country,    providing     the  opportunity      to  enjoy    its

monopoly status for broadband market as well.

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35

The    market    of  services   like  broadband      is  dependent     on   a  number    of  socio-economic

aspects in order to proliferate. Cost of service being the foremost important one especially

in   economy     like  Pakistan    where    majority  of  population  is  at  the  ‘Bottom  of  Pyramid’,

unable   to   subscribe   for   a   service   despite  having   little   know   how   about   computers   and

Internet.

Statistics    for  last three  years    demonstrate      an   optimistic    change    in broadband      tariffs,

average   minimum   per   month  tariff   lowering   from   USD   38   to   USD   12  as   per   the  present

exchange      rate   for  US   dollar.  The    above    comparison       is  for  an   unlimited    download

connection with 512kbps speed. It may also be noted that present per month capita income

for   Pakistan   stands   as   USD  91;  present   minimum   tariff  of   broadband   is   13%   of   the   per

month   income.   This   spares   further   reduction   in   broadband   cost   for   inclusion   of   general

population. Furthermore, the concern of dissatisfaction over monthly broadband cost was

revealed by 36% of the survey respondents. Keeping in view the minimum tariff of USD 12,

the   percentage     of  dissatisfaction    state   that further    reduction     in  tariff  could  result   in

astonishing growth of broadband among home subscribers.

USD

USD

Overall,   83%   of   home   and   66%   of   business  respondents were   spending   up   to   PKR   1200

(USD   14)  for   their   monthly   broadband   usage.  The   rates   for   broadband   in   more   matured

subscriber     base   markets    are   quite  high.  To   put  the  comparative  analysis  of  Pakistan’s

average  monthly   broadband   bill   of   USD   12   into   context,   an   assessment   of   prices   across

countries for OECD finds an average monthly broadband bill of USD 38 (source OECD).

Interestingly,   major  portion   of   business  subscribers   (66%)   is  spending   within   the   same

slab   of   under   PKR   1200   as   observed   for  home   subscribers    (83%).   This   trend   may   also

indicate   that  very  few  broadband   operators   are   defining       exclusive   tariff   plans   business

subscribers.  Since   general   view   about   business   broadband   is  a   high  cost  and   high   speed

———————– Page 36———————–

36

dedicated connection. Only 7% of the business subscribers were spending more than PKR

4000 (USD 47) per month for broadband service including the Universities.

The   above   mentioned   trend  is   second   by   another  survey   result   that  shows   39%   of   the

business broadband had an access to less than 19 employees. While, the general broadband

accessibility   remains   low   in   businesses,   the   monthly   expenditure   is   roughly   as   same   as

home broadband subscriber.

Broadband & the Community

Despite     the   fact  that   core   objective    of  the  consultancy      surrounds     the   estimation     of

broadband users in the country, questions asked from the subscribers have also assisted in

generating various dynamics of broadband market in the country. How do the community

members        rate   the   importance      of  broadband       and    what    interest   they    pose    behind

subscribing to a high speed broadband Internet are among those dynamics.

As a public issue, broadband has taken on a higher profile in recent time because of various

activities   performed   by   policy   maker   and   regulator.   Moreover,   the   introduction   of   USF

(Universal Service Fund) to fund broadband proliferation in almost all part of the country.

Because   of   the   increased   prominence   of   broadband   in   public   debate,   this   survey   queried

broadband users about the impact of broadband on traditional Internet access, importance

of broadband in their daily lives.

Most broadband subscribers believe broadband is at least “somewhat important” for their

families. 84% ranked broadband “very much” important with only 4% rating it “Not at All”

important.   This  shows   a   positive   impact   of   broadband   value   in   home   market,   broadband

has   acquired  meaningful   place   in   daily   lives   of   subscribers.   Sharing   information   among

each   other   remains   a  basic   part   of   our   society   hence   this   trend   would   assist   in  further

increase of broadband acquisition as well.

Fruitful   information   was   received   with   respect   to   primary   broadband   usage   priority   for

home subscribers. Home users are performing almost all sort of different activities over a

broadband   connection.   Staring   from   sending   e-mails,   performing   shopping,   downloading

files to gathering information, performing research and general entertainment. 1% of the

respondents       were    having    a  broadband     connection      primarily    to  make    voice   calls  over

Internet.    Similarly    business     subscribers     also  disclosed    their   top   usage   priorities;   the

following bar chart highlights a comparison of broadband usage pattern between home and

business users. Blue bar represents the home segment whereas red shows the business.

65%   of   the   home   subscribers   opting   broadband   to   carry   out   research   and   educational

activities is indeed an attractive indication, however 57% of the business subscriber were

———————– Page 37———————–

37

utilizing   e-mails   as   primary   activity.   This   point   towards   a   sort   of   under-utilization   for   a

broadband connection by majority of business users. 8% of the business users rated online

shopping as their prime reason for paying for broadband. Though not a significant number

nevertheless in view of overall trend of online shopping in the country the figure is quite

fine.

Going     further    in  analyzing    as   how    broadband      has   affected    the  business     operational

activities,    a  question    on   perceived     business    advantage      was   asked    from    the  business

subscribers.   The  response   of   51%   of   the   respondent   state   that   broadband   is   supporting

them to increase sales & marketing activities. 21% think that broadband is providing them

a    competitive     advantage      whereas      16%     believe    that   broadband       has   reduced     their

operational      cost.  All  these   three   factors    surely   verify  that   businesses     are   considering

broadband as an important tool towards their day to day business activities.

71%   of   the  home  respondents  believed  that  broadband  had  ‘very  much’  impact  on  the

traditional Internet access. It   has given them   a   large   window access   where   they are now

able    to  effectively    utilize  Internet   as    compared      with   traditional    dialup    service.   This

judgment   also   affirms   the   subscribers   view   on   their   experience   of   virtually   all   types   of

internet use over high speed connection speed and this has become even more important

as   the   use   of   bandwidth-hungry   applications   such   as   downloading   video   and   audio   has

grown.

Broadband Service Performance

———————– Page 38———————–

38

To    help   us   understand     attitudes    towards     broadband      service   metrics,   we    surveyed

consumers       on  their  satisfaction   with   broadband     service,   focusing   on   various   issues   in

particular.   The   overall   responses   portray   that   home   and   business   subscribers   are   fairly

satisfied with broadband services metrics. The following bar chart shows what percent of

respondents were satisfied for speed consistency, quality of service and technical support

provided for their broadband connection.

This high ranked contentment from the subscriber is certainly a testimony of an excellent

broadband service provision from the operators. Although, the aspect of speed consistency

and quality of service very much rely on the available load on the broadband network but

the responses received are of high standard in any situation.

The operators have set an excellent technical support level for their customers, 67% of the

respondent   were   satisfied   with   the   customer   support   services.  These   high   standards   of

support     also  specify  the    concentration     being   given   by  service   providers     in  customer

relationship management.

Estimating Broadband Users

This    section    of  survey    analysis   answers     the  principal    objective     of  the   broadband

subscriber’s  survey,  estimation  of  probable   number   of   broadband   users   in   Pakistan.  The

estimation   methodology  consist  various  factors   to   forecast   number   of   broadband   users,

———————– Page 39———————–

39

both home and business users were calculated separately. However, the total  numbers of

broadband users on a whole were estimated by combining the both segments.

Central   tendency   in   accordance   to   the  received   survey  data  was  supposed   to   be  most

critical  factor  for  the  estimation.  Other  factors  like  respondent’s  age  groups,  households

and    geographies    were   also  taken  as  part  of computing   ‘multiple  factor’.  The  ‘multiple

factor’ remained the most important result to answer the total number of broadband users

in Pakistan.

The    central  tendency   for  home   subscribers    was  calculated   on  the  percentages    of  data

received against the question no 2 i.e. ‘How many households use broadband and what

are   their  ages’?  The   following   table   depicts   the   percentage   of   received   responses   with

regards    to  number    of  broadband    users  against  a  single  broadband     subscription.  Total

sample size of 2098 subscribers was surveyed, 1722 (82%) of them were home broadband

subscribers.

Number of Broadband Users            Percentage of Responses            Total count out of 1722

1                                    14%                                241

2                                    32%                                551

3                                    35%                                603

4                                    18%                                310

5 or more                            1%                                 17

Before    going   along   the  statistical  calculation  on   a  broad   scale,  a  realistic  figure  of

broadband users  emerged from the survey could be gathered to have some initial notion.

The following table calculates the home broadband users for the survey respondents.

Subscriber Count                   Number of Users                     Total Number of Users

241                                1                                   241 x 1 = 241

551                                2                                   551 x 2 = 1102

603                                3                                   603 x 3 = 1809

310                                4                                   310 x 4 = 1240

17                                 5                                   17 x 5 = 35

Total Broadband Home Users                                             4427

While organizing the calculation of required multiple factor, several International practices

were  also  studied  for  similar  kind  of  broadband  user’s  estimation.  Though  not  a  single

example   matched   the   kind   of   estimation   being   performed   through   the   survey.  However,

general preview illustrates requirement of carrying out survey to gain consumer data and

then apply necessary calculation to produce various kind of information.

———————– Page 40———————–

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According   to   Computer   Industry   Inc.   (a   renowned   Internet   research   company),   the   best

method      to  make   an  estimate    and   forecast   of Broadband     users    would    be  based   on

comprehensive survey resulting in sample data. This sample data could then be applied on

large scale to estimate some realistic figure of users.

In   order   to   calculate   the   average   number   of   users   per   broadband   connection,   statistical

formula   for  adding  the   sum   of   the   means   times   percent   represented   was   followed.   This

calculation    formula    was   found  the   most   reliable  one   to  figure  out  a  mean   value   for

broadband users per subscription.  The nearest   possible approximation   will be   applied to

overall broadband subscriber’s data  in the  country to  estimate the number of broadband

users in Pakistan.

The   following   calculations   were   performed   on   the   received   data   to   obtain   the   required

‘multiple   factor’  for   home    broadband     subscriptions     on    the  basis   of  the   following

respondent data.

Number of Broadband Users             Percentage of Responses

1                                     14%

2                                     32%

3                                     35%

4                                     18%

5 or more                             1%

(1 x .14) + (2 x .32) + (3 x .35) + (4 x .18) + (5 x .05) = 2.8

The survey results represent an average mean of 2.8 broadband users utilizing a single home

broadband connection.

The same pattern of estimation is followed to calculate the average number of broadband

users against a single business broadband subscription. The central tendency for business

subscribers was calculated on the percentages of data received against the question no 2

i.e. ‘How many staff members of your company have broadband access? The following

table   depicts   the   percentage   of   received   responses   with   regards   to   number   of   business

users against a single broadband subscription. Total sample size of 2098 subscribers was

surveyed, 370 (18%) of them were business subscribers.

Staff        Members           with   Percentage of Responses            Total count out of 370

———————– Page 41———————–

41

Broadband Access

1-19                                53%                                196

20-49                               31%                                115

50-100                              9%                                 33

100-150                             5%                                 19

150-200+                            2%                                 7

Since   the   responses   received   for   staff   members   behind   a   single   connection   were   given

specific   ranges,   the   first   step   in   approximation   would   involve   calculation   of   median   for

every range value since the individual number of users is not available. The following table

shows the median for each range.

Range                                 Median

1-19                                  10

20-49                                 34

50-100                                75

100-150                               125

150-200                               175

Before    going   along  the  statistical  calculation  on   a  broad  scale,  a  realistic  figure  of

broadband users emerged from the survey could be gathered to have some initial notion.

The following table calculates the business broadband users for the survey respondents.

Subscriber Count        Number        of  Staff     Member        with  Total Number of Users

Broadband Access (median value)

196                     10                                               196 x 10 = 1960

115                     34                                               115 x 34 = 3910

33                      75                                              33 x 75 = 2475

19                      125                                              19 x 125 = 2375

7                       175                                             7 x 175 = 1225

Total Broadband Business Users                                          11945

In   order   to   calculate   the   average   number   of   users   per   business   subscription,   the   same

statistical  formula   for adding   the   sum   of  the  means    times  percent   represented    was

followed.   This   calculation   formula   was   found   the   most   reliable   one   to   figure   out   a   mean

value   for   broadband   users   per   subscription.   The   nearest   possible   approximation   will   be

applied   to   overall   business   broadband   subscriber’s  data  in  the  country  to  estimate  the

number of business broadband users in Pakistan.

———————– Page 42———————–

42

The   following   calculations   were   performed   on   the   received   data   to   obtain   the   required

‘multiple   factor’   for   business   broadband   subscriptions   on   the   basis   of   the   following

respondent data.

Number       of  Staff   Members       with   Percentage of Responses

Broadband Access (Median Value)

10                                            53%

34                                            31%

75                                            9%

125                                           5%

175 or more                                   2%

(10 x .53) + (34 x .31) + (75 x .09) + (125 x .05) + ( 175 x .02) = 32.34

The   survey   results   represent   an   average   mean   of 32.34  broadband   users   utilizing   a   single

business broadband connection.

Margin of Error

Before going to find the key answer for this survey, a reference to keep in the element of

margin   of   error   may   be   made. Margin   of   error   is   a   statistic   expressing   the   amount   of

random sampling error in a survey’s results. The larger the margin of error, the less faith

one should have that the reported results are close to the “true” figures; that is, the figures

for the whole population.

According to available information, a sample size of 2000 can have a 3 percent  margin of

error with more than 95 percent of level of confidence.

Estimated Number of Broadband Users in Pakistan

During the course of this survey, the overall broadband subscription growth rate remained

at high side. By March 2010, the subscription was recorded as 773,000.            Since at present no

authentic    statistics  are  available  for  differentiating  the  percentage    share  of  home   and

broadband      subscription   respectively.   However,    general   view  predicts   that  90%   of  the

whole    broadband     subscription  belongs    to home    level  whereas    10%   are  from   business

segment.

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43

Predicted Broadband Market Share

The multiple factor calculated above would be used to estimate the number of broadband

users    in  both  segments    separately.  The   following   table  attempts    to  gauge  the  present

number of broadband subscribers segment in the country.

Market Segment         Predicted            Market     Number        of    Subscriptions      (March

Share                           2010)

Home                   90%                             695,700

Business                10%                            77,300

The   survey   respondent   data   gave   a   hand   to   perform   necessary   analysis   and   figure   out   a

rough number of broadband users per subscription. The number came up as 2.8 for home

broadband and 32.34 for business broadband.

The number of home broadband subscription (as per prediction of 90% market share) was

recorded as 695,700 by March 2010. If we multiply the factor of 2.8 users per subscription

with   the   total   number   of   695,700,   the   following   numbers   of   home   broadband   users   in

Pakistan show up.

695700 x 2.8 = 1947960

In order to follow the margin of error concept and retain the maximum possible accuracy

for   the   estimation   of   total   number   of   user,   the   3   percent   margin   of   error   rate   against  a

sample size of 2000 is calculated below.

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1947960 x .03 = 58440

The final figure for predicting the total number of home broadband users is as below.

1947960 – 58440 = 1889520

The estimated number of broadband home users in Pakistan as of March

2010 is 1,889,520.

The number of business broadband subscription (as per prediction of 10% market share)

was   recorded   as  77,300  by  March   2010. If  we  multiply  the  factor  of  32.34 users  per

subscription with the total number of 77,300 the following numbers of business broadband

users in Pakistan show up.

77300 x 32.34 = 2499882

In order to follow the margin of error concept and retain the maximum possible accuracy

for   the   estimation   of   total   number   of   user,   the   3   percent   margin   of   error   rate   against   a

sample size of 2000 is calculated below.

2499882 x .03 = 74996

The final figure for predicting the total number of home broadband users is as below.

2499882 – 74996 = 2424886

The     estimated     number      of  broadband  business        users    in  Pakistan     as  of

March 2010 is 2,424,886.

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The key question of the consultancy ‘Total number of Broadband

users in the country’ is hereby answered as.

As   of   March   2010   broadband   subscr ibers   data   and   on   the   basis  of

necessary     calculation     carried   out   on  a   nationwide     survey   with   a

sample     size  of  2097    broadband      subscribers.    The   total  number     of

broadband   (home   +  business)   users   in   Pakistan   is   4,314,406   or   4.3

Million.

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46

Conclusion

This survey report is a result of a consultancy carried out by Pakistan Telecommunication

Authority examining the consumer broadband market in Pakistan. The survey was

performed at various broadband available cities of the country using telephonic, online and

face-to-face methods. While the survey followed various methodology and approach to

data collection and presentation, it does offer a wider range of insights into the broadband

market and the experiences of subscribers in Pakistan.

Access   to   broadband   services   will   continue   to   impact   on   how     population  interact   with

society,  as   an  example   accessing   information   on   government   services,   social   interaction,

entertainment, general information gathering, research and education, and online shopping

among      others.  Addressing       consumer      awareness     and    understanding      of  the   benefits   of

broadband will go together, ensuring that broadband is available nationwide to a receptive

and engaged base of consumers, which can in turn benefit from a wider range of broadband

services.

The   responses   of   the    respondent   reveal   that   the  three   key   factors   affecting  the   recent

broadband take-up in  Pakistan are intensified competition, high availability of broadband

in   highly   dense   metropolitans   and   increased User   interest   on  using  Internet.   This  survey

report  has  is   a   representative   snapshot   of  estimated  broadband  users   in   the   country  by

March  2010.  The   broadband   market   is   changing   rapidly,   driven   by   consumers   growing

demand for faster broadband. Operators, in turn, are continuing to bring in faster version

of broadband networks.

The survey has given us valuable insights into consumer’s perception of and experience of

their    broadband      services.    The   survey    and    performance       results   suggest    that  service

providers      are  performing     up   to  satisfaction    level  of  subscribers.    Elements     of  technical

support,   quality   of   service,   monthly   cost   and   speed   consistency   were   all   given   a   sign   of

contentment   by   the   subscribers.  Our  survey  findings  –  particularly   those   relating   to   the

level   of   consumer   dissatisfaction   in   relation   to  choice   of   broadband   operators  –  indicate

that   there   is   both   consumer   demand   for  subscribing   to   different   broadband   technologies

and room for further improvement in such areas.

Finally the most promising result achieved through the survey is the usage advantage for

the home broadband subscribers, education & research stands as the most primary reason

of    subscribing     to   a  broadband       connection.     Subsequently,      the  subscribers       are  also

considering broadband for their families and day to day affairs.

The detail online data and reports for the survey can be found on:

http://para-digm.com/survey/admin/default.php

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Annex 1

Glossary

DSL   Digital   Subscriber   Line.  A   family   of   technologies   generally   referred   to   as   DSL,   or

xDSL, capable of transforming ordinary phone lines (also known as ‘twisted copper pairs’)

into high-speed digital lines, capable of supporting advanced services such as fast Internet

access.

Backhaul The links by which data are transmitted from a local telephone exchange back to

the core or backbone of the operator’s network.

Bandwidth The maximum amount of data that can be transmitted along a channel.

Broadband A service or connection generally defined as being “always on‟and providing

a bandwidth greater than narrowband.

Broadband speed The speed at which data are transmitted over a broadband connection,

usually measured in kilobits per second (kbps) or megabits per second (mbps).

Local loop The access network connection between the customer’s premises and the local

PSTN exchange, usually a loop comprising two copper wires.

Hybrid     fibre-coaxial    (HFC)   is  a telecommunications       industry     term   for  a  broadband

network which combines  optical fiber and coaxial cable. It has been commonly employed

globally by cable TV operators since the early 1990s.

WiMAX   (Worldwide   Interoperability   for   Microwave   Access)  is   a  telecommunications

protocol that provides fixed and fully mobile internet access. The current WiMAX revision

provides up to 40 Mbit/s[1][2] with the IEEE 802.16m update expected offer up to 1 Gbit/s

fixed speeds.

Evolution-Data   Optimized   or   Evolution-Data   only abbreviated   as   EV-DO   or   EVDO   and

often    EV,  is  a 3G telecommunications       standard     for  the wireless   transmission     of  data

through radio signals, typically for broadband Internet access.

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48

Annex 2

Broadband Subscriber Survey Questionnaire

General Information

What type of customer are you?

Business or Commercial (Respond to Part 1)

Residential (Respond to Part 2)

Which Broadband Technology is subscribed by you?

DSL      WiMax      HFC      FTTx      Satellite   EVDO

Name of your service provider(s):

PART 1

Business/Commercial Subscriber

What is your primary business activity? (Please check only one option)

Consumer Services       Manufacturing      Construction     Hotel/Restaurant

Others

Marketing/Media        Professional services (IT, legal, financial, consulting)

How many staff of your company has broadband access?

1-19      20-49      50-100      100-150      150-200       200+

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To what extent do you agree or disagree that broadband is critical for you business

operations?

Strongly agree      Agree      Disagree      Strongly disagree     No view

How satisfied are you with your broadband connection?

Very satisfied     Satisfied    Very dissatisfied     Dissatisfied     No view

What is your average monthly cost for broadband service?

Which of the following functions do you conduct over the Internet?

Sales / Marketing      Business Operations       Purchasing      General

Information

E-mail      Others

What benefits do you perceive as a business subscriber to a Broadband connection?

Increased Sales / Marketing     Reduced Operational Cost       Competitive

Advantage

More Effective Communication         Improved Business Productivity       Don’t

Know

How important is the Broadband access in your choice of business location?

Very Important      Quite Important      Not Very Important      Not At All

Important

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50

PART 2

Residential Subscriber

How many households’ members reside at home?

How many of them use broadband and what are their ages?

Under 18           20-25         26-30         31-35         36-40        over 40

How satisfied are you with your broadband connection?

Very satisfied     Satisfied     Very dissatisfied     Dissatisfied     No view

What is your average monthly cost for broadband service?

Which of the following functions do you conduct over the Internet?

Research / Education       General Information       Shopping       E-mails

Downloading Files       Entertainment       Making Voice Calls

How satisfied are you with the following aspects of your Broadband connection?

Monthly Cost        Very Satisfied      Satisfied    Dissatisfied      Very

Dissatisfied

Consistency of Speed Very Satisfied      Satisfied     Dissatisfied     Very

Dissatisfied

Quality of Service   Very Satisfied     Satisfied     Dissatisfied     Very

Dissatisfied

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Technical Support     Very Satisfied   Satisfied      Dissatisfied      Very

Dissatisfied

Choice of Operators in your area   Very Satisfied     Satisfied     Dissatisfied

Very Dissatisfied

Did Broadband made any noteworthy impact on your access to Internet?

Very Much       To Some Extent       Not at All

How important is Broadband for your family members?

Very Much       To Some Extent       Not at All

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