Do consumers prefer voice or data in an emergency? This deck looks at North American results from our global consumer research study on the keys to shaping quality of experience for this question and much more.

1. Consumer Research
Study
Four Keys to Shaping
Quality of Experience
September, 2015

2. 2
Consumer Survey
• Independent online survey
conducted by Hot Telecom and
sponsored by Amdocs
(Q1 2015)
• First global survey providing a
comprehensive view of what
quality of experience means to
mobile consumers
• Respondents: 4,722 mobile
end-users of all age groups
and genders
Information Security Level 1 – Confidential
© 2015 – Proprietary and Confidential Information of Amdocs

3. 3
Technologies:
Survey respondents profile
Global – mixed technologies and spend profiles
Geography:
Spend profiles (by monthly average):
29%
N. America
25%
Europe
51%
less than
US$50
33%
between
US$50 - US$100
16%
over
US$100
Usage:
53%
Personal
6%
Mainly work
7%
2G
46%
3G
36%
4G
11%
Do not
know
16%
CALA
41%
Equally work
& personal
30%
APAC
Source – Hot Telecom May 2015 Survey of 4700 consumers globally

4. 4
Research points to 4 keys to
shaping quality of experience
• Key 1 - Facilitate the digital lifestyle
• Key 2 - Boost data coverage and speed
• Key 3 - Exploit Wi-Fi to enhance voice and data
• Key 4 - Create a personalized experience
1
2
3
4
Information Security Level 1 – Confidential
© 2015 – Proprietary and Confidential Information of Amdocs

5. 5
What do North
America consumers
think about quality
of experience?...

6. 6
North America – A satisfied customer willing
to pay more to improve their experience
• Furthest down technology migration
path – 52% of consumers using 4G
• Biggest spenders vs. other markets –
23% spend more than $100 per month
on voice/data services
• Among the most satisfied consumers –
38% are very satisfied with their provider
• What do they dislike most – data plan pricing
followed by roaming costs, data download
speeds and coverage
• Encountering less technical challenges than
other regions – less dropped calls, poor quality
• Willing to pay more for improved quality
of experience – 40% for better coverage,
33% for fast data download speed, 30%
for data speed booster
Information Security Level 1 – Confidential
© 2015 – Proprietary and Confidential Information of Amdocs

7. 7
How NA consumers most use their mobile devices
Social media, browsing, mobile apps are lower than global average
0 50 100
Making Phone Calls
Text
Email
Mobile apps - Skype,…
Browsing
Social Media
Exchange photos
Which activities are most important
and that they work all the time?
Global
North
America
0
20
40
60
2G 3G 4G Don’t
know
NA
Global
% of respondents
Which activities are most important and
that they work all the time?
%of
respondents
North America Sample – by Technology
Which devices do they use regularly?
24
84
54
70
0
20
40
60
80
100
Mobile phone Smartphone Tablet Laptop
NA
Global
%of
respondents
1
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

8. 8
How much do North American consumers
spend on mobile usage?
37
40
15
6
2
0 10 20 30 40 50 60
Less than $50US
$50-100
$100-150
$150-200
$200+
NA
Global
% of respondents
spend more than $100 per month - highest of all markets23%
1
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

9. 9
value data over voice – 2nd largest group after APAC (59%)
North American consumers prefer
data vs voice access in times of crisis
45% 45%
North
America
global
Voice
% of respondents % of respondents
55% 55%
North
America
global
Data
55%
1
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

10. 10
North America - Important factors in
increasing loyalty towards service providers
69
68
55
55
54
0 10 20 30 40 50 60 70 80
Low Price of Data Plan
Low Price of Voice Plan
High Quality Voice Calls
Extensive Data Coverage
High Speed of Data Download
Global
NA
% of respondents
QoE is a loyalty booster – reduce churn, drive satisfaction
2
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

11. 11
North American consumers willing to pay
more for improved quality of experience –
but less than in other markets
40
33
30
0 10 20 30 40 50
Better data coverage
Greater speed of data download
Data speed booster
North America
Global
% of respondents
QoE becomes a revenue generator
2
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

12. 12
of mobile users say they look for a Wi-Fi
network whenever possible (vs. 79% globally)
North American consumers like Wi-Fi
But less than in APAC and CALA
Reasons for looking for a Wi-Fi network
47%
48%
46%
66%
47%
32%
41%
46%
60%
35%
42%
56%
43%
35%
43%
65%
To get better
quality
To get faster
downloads or
video
To prevent going
over my plan
limits
Save money
To prevent going over
my plan limits
To get faster downloads
or video
To get better quality
North America EuropeCALA APAC
Save money
77%
% of respondents
3
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

13. 13
North America - If you were to recommend your
provider, what things do you currently like most?
0 5 10 15 20 25 30 35 40 45 50
Low price of voice plan
Low price of data plan
High quality voice calls
New devices
Voice coverage
Data coverage
High speed of download
Global
NA
Pricing, coverage and devices are identified
as the things NA consumers most like
4
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

14. 14
North American consumers are the most satisfied
North America - How satisfied are
consumers with their service provider? 4
38%
33%
24%
18%
52%
58%
67%
57%
10% 9% 9%
25%
North America Europe Asia CALA
Dissatisfied Satisfied Very satisfied
North America Europe APAC CALA
Source – Hot Telecom May 2015
Survey of 4700 consumers globally

15. 15
To find out more…
http://solutions.amdocs.co
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Quality-Of-Experience-
Whitepaper.html