Scottish Government

CHAPTER 8: NON USERS

8.1 Reasons for non-use

During the course of the research, the field interviewers completed a small number (45) of interviews with households who did not have broadband. They were trying to meet quotas of broadband users, and the proportion of non-users does not reflect the actual proportion in the community.

A few questions were asked to investigate whether there were any particular reasons for individuals not having access to broadband internet at home. The first question was whether that a computer or laptop.

Chart 8.1 Whether computers or laptops available in home

Notes to chart
Base: All respondents with no broadband connection (45)
Source: QA

Only 22% (n=10) of these respondents said that they did not have a computer or laptop. The reasons they gave for not having one were:-

• I don't need one / don't want one (n=3)
• No real reason (n=3)
• Too old (n=2)
• Lack of computer skills (n=1)
• Don't have time (n=1)
• Not installed yet (n=1)
• Disabled - can't use keyboard (n=1)

Of the people that said they were too old, one was over 66 but one was aged between 46 and 65.

All participants with computers were asked if they had access to the internet at all. Only 5 people out of the 35 said that they did not have any internet access.

Chart 8.2 Access to internet and e-mail at home

Notes to chart
Base: All respondents with computer but no broadband connection (35)
Source: QC

The reasons given by the five people for not having an internet connection were:-

• No need for it
• Expensive
• Only use computer for games
• Computer only for visitors and family
• Equipment damaged by lightning
• I can access internet at work

The business respondents were also asked whether they had computers or laptops in their business. The nature of the telephone project, and the need to keep looking for broadband users, ensured that a far larger number of businesses were survey who did not have access to broadband than households. In total 199 businesses were surveyed who did not have broadband.

Chart 8.3 Whether computers or laptops available in the business

Notes to chart
Base: All respondents without broadband (199)
Source: QA

It was established that 26% (n=52) of these respondents said that they did not have a computer or laptop in their business. The reasons they gave for not having one were:-

• I don't need one / don't want one (n=22)
• Lack of computer skills (n=6)
• Small business (n=5)
• Don't have time (n=5)
• All communication done by phone (n=2)
• Just taken over business recently (n=2)
• Too old (n=2)
• No reason (n=2)
• Prefer paper methods (n=2)
• Internet only available recently (n=1)
• Poor choice of ISPs (n=1)
• Poor service from ISPs (n=1)
• Poor quality phone lines (n=1)
• Not installed yet (n=1)
• Head Office decision (n=1)
• Computer for personal use only (n=1)
• Can't afford computer (n=1)
• Regular power cuts in area (n=1)

There were a variety of reasons for not having a computer, some of which do appear to relate to technical and availability issues, but the numbers are too small to make any meaningful conclusions.

Of those that did have a computer (n=147) a further 31 said that did not have any access to the internet or e-mail.

Chart 8.4 Access to internet and e-mail in the business

Notes to chart
Base: All respondents with a computer (147)
Source: QC

The reasons given by the 31 people for not having an internet connection were:-

• No need for it (n=15)
• Head office / parent company decision (n=6)
• Age /personal reason (n=3)
• Broadband not available in area (n=2)
• Signed up for broadband but not activated yet (n=2)
• Only use computer for internal operations (n=1)
• Getting internet at home soon (n=1)
• Used to have it but it was useless (n=1)
• Will be selling business soon (n=1)
• Would tie up phone line (n=1)
• Computer not compatible (n=1)
• Use paper for most things (n=1)

Although most of the reasons relate to the businesses' internal circumstances there are a couple of issues of interest. Two businesses believe that broadband is not available and only one of these was in an EA area. Assuming that broadband is available, the person who said that the internet would tie up the phone line would also be wrong.

8.2 Awareness of broadband

8.2.1 Households

All 45 people without broadband were asked whether they thought that broadband was available in the area. Only 5 people said that it was definitely not available, although a further 9 people said that they did not know.

Chart 8.5 Whether broadband is available in the area - households

Notes to chart
Base: All respondents with no broadband connection (45)
Source: Q1b

Of the 45 people surveyed, 27 of them said that they had considered signing up for broadband.

Of those people in households who knew that broadband was available in the area the reasons given for not signing up to broadband are shown in the table below. The actual numbers are given rather than percentages because the base size is low.

Table 8.1

Reasons for not signing up for broadband

Source: Q ld (households)

As can be seen from the limited sample, the majority of households who know about broadband and have chosen not to sign up have done so for practical and personal reasons, although there are a very small number of service availability issues.

In the qualitative group conducted in Plockton, the EA exchange was full and there appeared to be many people in the community who were unable to sign up, but who would very much have liked to. It was revealed during the group by one of the participants that the exchange was to be upgraded to enable all households to sign up.

8.2.2 Businesses

All 199 businesses without broadband were asked whether they thought that broadband was available in the area. Of those 199 businesses, 37 said that broadband was not available and a 24 businesses said they did not know. Of the 37 who said that broadband was not available 25 of them were in EA areas.

Chart 8.6 Whether broadband is available in the area - businesses

Notes to chart
Base: All respondents without broadband (199)
Source: Q1b

Of the 199 businesses, 82 (41%) said that they had considered signing up for broadband but 115 (58%) said that they had not considered signing up.

Of those businesses who knew that broadband was available in the area the reasons given for not signing up to broadband are shown in the table below. Figures in this table are in percentages.

Table 8.2

Reasons for not signing up for broadband

Source: Q ld (households)

Most of the reasons quoted by businesses for not signing up to broadband are practical ones and not related to issues surrounding SSI or aspects of the exchanges. There are a few mentions of these aspects, but a small number in comparison with the overall sample.

In summary:

• There are two distinct types of household non-user. Firstly, there are those who are frustrated with a lack of availability either because they are too far from an exchange or in an Exchange Activate area where the exchange is full. Secondly, there are those who choose not to have access, either because they do not feel a need or because they believe it will be too expensive.
• Businesses that do not have broadband have, at this stage, generally decided that they do not have a business need for it.
• Awareness of broadband is relatively high among non-users and the majority do appreciate that it is available in their area.