Internet goes mobile TUNISIA Highlights Research methodology Our research represents more than 4 million consumers in urban Tunisia, across all socioeconomic clusters, with an age range of 15–59. Fieldwork was carried out between July and August 2014, using face-to-face interviews. The cities covered include: Grand Tunis, Jendouba, Nabeul, Sfax and Sousse. Key findings Technology is viewed as a key enabler of societal modernization > Tunisian consumers look to technology as a means of obtaining information, facilitating a more flexible work/life balance and creating a sense of belonging within modern society Electronic public services are expected to have tangible benefits > The greatest amount of interest is shown for services such as e-health, e-learning, electronic identification and filing certificate requests. Tunisian consumers believe they will offer more convenience and better accuracy and customer service Secure, reliable, anywhere internet is widely expected > 72 percent of Tunisian users consider it important to be able to access the internet from wherever they are Network performance is a key driver of satisfaction with mobile services and app usage > More than half of smartphone users say they would use more apps and internet services if their mobile data connection was faster and more reliable Strong potential for mobile commerce uptake > Consumers look forward to the wide availability of mobile money transfer and payment services, with enhanced security expected to boost adoption Figure 1: Internet usage and access Mobile networks are increasingly used in the country to access the internet, nearing levels of fixed broadband. 44 percent of Tunisian internet users now access the web through a mobile modem, with penetration of mobile data services on phones set to double within the next year. 14% 28% 44% 53% Wi-Fi Mobile broadband on phone Mobile broadband modem fixed broadband Source: Ericsson ConsumerLab Analytical Platform 2015, Internet goes mobile, Maghreb Base: Internet users, Tunisia Figure 2: App usage in Tunisia 91% Facebook 4 out of 5 Tunisian smartphone owners use apps, with Facebook, Viber and YouTube being the most popular. More than half said they would be likely to increase their app and service usage as mobile networks get faster. 83% Viber 68% Youtube 63% Whatsapp 39% Skype 29% Twitter Source: Ericsson ConsumerLab Analytical Platform 2015, Internet goes mobile, Maghreb Base: Smartphone application users, Tunisia Figure 3: Drivers of satisfaction with mobile operators 21% Network performance is the primary driver of satisfaction with mobile networks, followed by accurate billing and customer support for data services. 13% 12% 12% 12% 7% 7% 6% 6% 5% cu st Te om ch er nic ca al re cu B st ill om in er g a ca nd re C us a t m nd om an a iz ag cc ati em ou on C en nt us fo to t rv m oi er ce s se up rv po ic rt Ra es ng pl e an o op f pr tio ice ns pr Lo og ya ra lty m s Ac c bi ura C llin te us g fo tom rd e at r s a u se pp rv o ic rt es Pe rs o se nali rv ze ic d es pe rfo Ne rm tw an ork ce Users also show an interest in personalization and loyalty programs. Source: Ericsson ConsumerLab Analytical Platform 2015, Internet goes mobile, Maghreb Base: Mobile phone users, Tunisia Figure 4: Expected benefits of electronic public services 50% 47% MOVe AWAY FROM a PAPER BASED SYSTEM 46% Obtain information faster SAVE time and money 45% Improved government efficiency 43% IMPROVED CUSTOMER SERVICE Source: Ericsson ConsumerLab Analytical Platform 2015, Internet goes mobile, Maghreb Base: All users, Tunisia Ericsson SE-126 25 Stockholm, Sweden Telephone +46 8 719 0000 www.ericsson.com As well as adopting mobile services for personal use, Tunisian consumers are interested in the future potential of electronic public services. Their effective implementation will allow them to access information faster, and receive a higher level of customer service. Consumers show a particular interest in e-health and e-learning services, allowing them to move away from a paper-based system and save both time and money. RMED-15:000304 Uen © Ericsson AB 2015