Strong Response to the new Survey of User Needs (SUN)

Strong Response to the new Survey of User Needs (SUN)

December 22, 2007

Media Contact: Lynzee Head (404-367-1288)

ATLANTA - "I feel a major sense of independence when using my wireless devices.  Without them, I'd have to depend upon others. All my life I've waited for devices that would assist me so that I would not have to rely on others."     

                                                                        - 2007 SUN respondent

From 2001-2006, the Wireless RERC conducted its first Survey of User Needs (SUN).  About 1200 people responded to this survey, and about 2/3 joined our Consumer Advisory Network (CAN).  In 2007, the RERC revised the SUN and again began collecting data.

By December, 2007, both the SUN and CAN had already reached the number of responses achieved from 2001-2006.  This is great news for the RERC and for the wireless industry, since these data help to understand this large and growing customer market.  About 15% of the US population has one or more disabilities*.   The data these consumers share through the SUN helps our wireless industry partners in serving customers both with and without disabilities.

The RERC is now completing analysis of the first 1200 survey responses.  These findings will be available soon. Included in this report will be comparison of results between data gathered from 165 individuals who participated in both the 2001-2006 and the 2007 Survey of User Needs.  This allows us to identify trends among long-term wireless customers with disabilities.

Here are some of the highlights of our upcoming report: 

Who has responded to the survey so far?

Of about 1200 SUN respondents to date:

• About 4% are 18-24 years of age; about 82% are 25-64; about 14% are 65 or older.
•  31% have limited vision; 31% have limited hearing; 23% have difficulty using their hands; 38% have limited mobility; 11% have difficulty speaking; and 15% have mental limitations  (some have more than one limitation)
•  58% are employed full- or part-time  (In 2006, the employment rate of people with disabilities from 21-64 years of age in the US in 2006 was 37.7 percent)*
•  Median household income is about $36,000  (In 2006, the median household income of working-age people with disabilities in the US was $36,300)*

 ^{*Rehabilitation Research and Training Center on Disability Demographics and Statistics. (2007). 2006 Disability Status Report. Ithaca, NY; Cornell University.}

Why is wireless technology so important?

Among 165 people who responded to both our 2001-2006 and 2007 surveys, the number who use their wireless devices every day increased from 40% to 65%.  Those who consider their wireless devices “very important” increased from 60 to 77%.  The reasons given are:    

• Can reach anyone anytime:  68%
• Can get emergency help:  65%
• Makes me feel more secure:  59%
• Can get directions wherever I am:  25%
• Reminds me of appointments:  19%

Many of those who took the survey added comments to these data.  Their comments reflect the importance of wireless technologies in staying connected to others and how that connection enables independent living:

            “makes my family feel safe.”

            "[can] use for emergency, e.g., disabled car or health problem."

            “can always reach the kids.”

            “stay connected socially.”          

            "I use a special transportation service that makes a cell phone necessary."

            “GPS [helps] others find me.”

            “[It’s a] source of information where ever I am.”

            "My cell phone is my lifeline."

Customer satisfaction

Overall, 64% of 2007 SUN respondents said they are “satisfied” or “very satisfied” with their current wireless provider.  The five most important wireless services to these users are:

• Nationwide coverage  69%
• Free long-distance  68%
• Unlimited minutes  63%
• Security and privacy  49%
• Simple calling plan 45%

About 58% of 2007 SUN respondents say they are “satisfied” or “very satisfied” with their present wireless devices, and 76% find them easy or very easy to use.  By contrast, only ½ of those who responded to our previous survey said their wireless devices were “easy to use”. 

More to come

Please visit this site again for more data from the SUN.  The RERC staff thanks all those who have responded to the Survey of User Needs and invites others to join in helping the wireless industry better understand the needs of their customers with disabilities.