Highland Household Technology Checkup The following charts were developed from data collected from households across Highland, IL, during April and May 2018. The charts provide top-line summaries of the questions asked in the ehousehold Technology Checkup SNG s proprietary online survey that collects data from individual households on how they are connected, using and benefitting from the Internet. A total of 474 households from the City of Highland participated in the online ehousehold Technology Checkup. A summary of findings can be found at: http://www.highlandcommunicationservices.com/ Welcome. As your hometown provider of world class telecommunication services to the Highland community, HCS is committed to improve Highland s quality of life and strengthen our community. As part of our efforts to continually enhance our value to Highland, the City of Highland and HCS are asking households like yours to share with us: How you are currently using and benefitting from the internet for your needs How connectivity services are making a difference in your lives What will help you even more going forward. Thank you for investing time to complete this technology checkup. The checkup is long taking about 20 minutes to complete, but every question has a purpose. With your feedback, we can better serve your needs and help our local economy. Your world is changing fast and high-speed connectivity is a big part of that. Together can we make our community stronger by sharing our input to shape this changing future for Highland. You don t need to be a HCS customer to participate we want to hear from all households in our community! Strategic Networks Group. Inc. 2018 www.sngroup.com Page 1 of 46
Age ranges of all individuals residing in household Households Members Age Composition 22.6% 23.8% 45.1% 13.1% 30.8% 36.3% 4 years and under 5 to 17 years 18 to 34 years 35 to 54 years 55 to 64 years 65 years and over N = 474 Age group of respondent Households - Respondent Age 0.8% 19.0% 20.5% 21.9% 37.8% 18 to 34 years 35 to 54 years 55 to 64 years 65 years and over Prefer not to respond N = 474 Strategic Networks Group. Inc. 2018 www.sngroup.com Page 2 of 46
Current level of respondent s educational attainment Households - Respondent Education 0.2% 41.6% 16.7% 12.7% 28.9% Primary school/some high school High school graduate/ged Some college/university College/university degree Post-graduate degree Respondent knowledge about using computers and the internet Knowledge of computers and internet 0.6% 23.6% 55.7% 20.0% Nothing or know a little Know the basics Use with confidence Expert user Strategic Networks Group. Inc. 2018 www.sngroup.com Page 3 of 46
Frequency of internet use at home in a typical month Frequency of using the internet 0.4% 0.6% 5.7% At least once a day At least once a week At least once a month Less than once a month 93.2% Use of HCS for the following services Households using HCS services Data 83.3% Video 41.1% Voice 14.8% None 15.0% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 4 of 46
The reasons you do not subscribe to HCS residential services? (All that apply) Reasons for not subscribing to HCS services 0% 20% 40% 60% 80% Not available where I live 75.8% Too expensive 4.5% Don't need any services 1.5% Don't want to change providers 0.0% Other 18.2% Respondent use of HCS data service package HCS Data Service Package Use 0% 5% 10% 15% 20% 25% 30% 35% 40% Essential (20 Mbps) Basic (40 Mbps) Classic (60 Mbps) Premier (80 Mbps) Ultimate (100 Mbps) Ultimate II (200 Mbps) Ultimate V (500 Mbps) Gigabit (1 GIGABIT) 0.3% 0.0% 0.0% 6.4% 12.0% 10.7% 32.8% 37.8% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 5 of 46
Primary type of internet connection used by household 5.8% 1.3% 2.1% 3.0% Household Connectivity 1.1% 0.4% 86.3% Fiber Cable Fixed Wireless Mobile Wireless DSL Other High-Speed Internet Satellite Strategic Networks Group. Inc. 2018 www.sngroup.com Page 6 of 46
Priority of the following factors in decision to choose a high-speed internet service Priorities for Selecting Internet Service Reliability of broadband service 86.5% 12.4% Speed of broadband service 67.1% 30.4% Affordability of services 74.1% 23.0% High priority Medium priority Low priority Not a factor Not sure Strategic Networks Group. Inc. 2018 www.sngroup.com Page 7 of 46
2.5% 1.3% 1.7% 1.9% 2.8% Highland, Illinois Charts from Household Technology Checkup May 2018 Length of time household has been using broadband (i.e. high-speed internet) Households - Years using broadband 61.8% 6.4% 7.4% 10.8% 6.8% 6.8% less than 1 yr 1 yr up to 2 yrs 2 yrs up to 3 yrs 3 yrs up to 4 yrs 4 yrs up to 5 yrs more than 5 yrs Length of time household has been using the internet of any type Households - Years using internet 89.8% less than 1 yr 1 yr up to 2 yrs 2 yrs up to 3 yrs 3 yrs up to 4 yrs 4 yrs up to 5 yrs more than 5 yrs Strategic Networks Group. Inc. 2018 www.sngroup.com Page 8 of 46
Amount per month household pays for your internet service (If variable, based on monthly average) Monthly spending on internet 0% 5% 10% 15% 20% 25% Less than $10 Between $10 and $19.99 Between $20 and $29.99 Between $30 and $39.99 Between $40 and $49.99 Between $50 and $59.99 Between $60 and $79.99 Between $80 and $99.99 Between $100 and $149.99 Between $150 and $199.99 $200 or more Not sure 0.6% 1.1% 4.7% 3.4% 2.6% 5.0% 9.4% 13.8% 18.1% 20.2% 11.0% 10.1% Satisfaction with current internet service Satisfaction - Speed of connection 6.1% 12.8% 56.6% 24.5% Very fast Fast Enough Neutral Not fast enough Strategic Networks Group. Inc. 2018 www.sngroup.com Page 9 of 46
Satisfaction - Reliability of connection 5.4% Always excellent 16.3% 47.7% 30.6% Very good most of the time Occasional problems Frequent problems Satisfaction - Value of connection 1.1% 13.4% 28.9% Worth every penny Acceptable for what I pay Below expectation 56.6% Poor value Strategic Networks Group. Inc. 2018 www.sngroup.com Page 10 of 46
Interest in HCS offering residential gigabit service at $100 per month, Interest in Gigabit at $100 per month 47.0% 8.5% 30.4% I would take that offer now I might be interested Not sure 14.1% Not interested Reason not interested in residential gigabit service Reasons not interested in $100 Gigabit 0% 20% 40% 60% 80% Too expensive 69.4% Happy with what I have 36.6% Don't need that speed 27.8% Other 5.6% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 11 of 46
Household Uses of the Internet Household use of broadband internet for communicating online Household Internet Use - Communication E-mail 96.0% Personal website 84.9% 13.3% Sharing information 84.3% 12.9% Online chat 80.9% 17.7% Voice over IP 31.7% 63.0% Currently use Plan to use No plan to use Household web presence uses Household web presence uses Personal relationships 98.2% Professional networks 48.3% Generating income 0.0% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 12 of 46
Household use broadband internet for research and information Household Internet Use - Research Product information Community events Health information 84.1% 82.9% 95.2% 6.6% 9.3% 7.1% 10.0% Travel information 78.1% 11.8% 10.0% Government information 71.5% 8.4% 20.0% Investments 60.4% 9.8% 29.8% Education and training 53.8% 8.0% 38.3% Job search 40.5% 8.0% 51.5% Currently use Plan to use No plan to use Household use of broadband internet for productivity Household Internet Use - Productivity Education or training courses 41.9% 46.5% Accessing workplace 45.6% 49.0% Teleworking 25.5% 69.2% Home business 19.1% 75.9% Currently use Plan to use No plan to use Strategic Networks Group. Inc. 2018 www.sngroup.com Page 13 of 46
Household use broadband internet for entertainment and recreation Household Internet Use - Recreation News and sports 84.6% 12.6% Watch movies 71.6% 20.9% Watch TV programs 69.5% 22.2% Listen to radio 61.2% 33.9% Online gaming 55.0% 41.3% Currently use Plan to use No plan to use Household use broadband internet for online transactions Household Internet Use - Transactions Buying goods or services Online banking Paying bills Booking travel Government services Software Music or videos Selling items Investments / trading 29.4% 96.1% 89.9% 87.8% 70.9% 67.9% 61.7% 63.5% 50.2% 10.1% 7.1% 7.3% 6.9% 13.1% 60.6% 8.9% 10.3% 13.5% 15.6% 25.0% 31.0% 29.6% 36.7% Currently use Plan to use No plan to use Strategic Networks Group. Inc. 2018 www.sngroup.com Page 14 of 46
Household use of video services Household video service package from HCS HCS Video Packages 0% 10% 20% 30% 40% Streamers' Dream 7.9% Expanded Basic 20.2% Digital Family 32.6% Premium services (HBO, sports package, etc.) 7.3% Not sure 32.0% Number of TVs in Households Number of TVs in Households 1.9% 15.0% 12.5% 26.6% 12.7% 31.3% 0 1 2 3 4 5 or more Strategic Networks Group. Inc. 2018 www.sngroup.com Page 15 of 46
Number of different TV programs household members watch consistently? (e.g., TV series or regularly scheduled programs such as sports and news, etc.) Number of Regularly Viewed TV Programs 3.9% 3.7% 17.6% 13.7% 31.7% 29.4% 0 to 5 6 to 10 11 to 15 More than 15 Not sure Don't watch TV Household streaming of video on wireless devices Streaming Households 28.3% 71.7% Yes No Strategic Networks Group. Inc. 2018 www.sngroup.com Page 16 of 46
Number of devices are used to stream video in your household Number of Streaming Devices Used 28.8% 17.2% 13.9% 20.4% 19.7% 1 2 3 4 5 or more Household video streaming subscriptions Types of Streaming Content Used Netflix 87.4% Amazon 68.0% Hulu Other 42.4% 34.0% Vudu None 10.4% 3.2% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 17 of 46
Devices used for video streaming Types of Streaming Devices Used 0% 10% 20% 30% 40% 50% SmartTV Other Roku Firestick BlueRay Apple TV 46.3% 40.1% 32.0% 29.1% 21.7% 13.9% Household use of a casting device to display content from a wireless device to a TV Casting Households 71.5% 28.5% Yes No Strategic Networks Group. Inc. 2018 www.sngroup.com Page 18 of 46
Types of content cast by household Types of Casting Content 0% 20% 40% 60% 80% TV Shows / subscription based YouTube Music 52.8% 68.3% 67.5% Personal videos Sports Other 30.1% 22.8% 16.3% Household reasons for not streaming or casting content? Reasons for not Streaming or Casting 0% 10% 20% 30% Don't know how Not interested Never thought about it Prefer to use TV services 29.5% 29.5% 25.9% 23.2% Too complicated 9.8% Not reliable enough Other 4.5% 3.6% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 19 of 46
Household interest in streaming or casting video if it was as easy as using regular TV services Interested in streaming or casting if easy vs. reasons for not currently doing so 0% 10% 20% 30% 40% 50% Don't know how Prefer to use TV services Too complicated Not reliable enough Never thought about it 48.5% 46.2% 45.5% 40.0% 37.9% Not interested 12.1% Household use of mobile web-enabled devices via wireless access to the internet This refers to using mobile wireless Internet services from wireless-enabled devices, such as laptop Strategic Networks Group. Inc. 2018 www.sngroup.com Page 20 of 46
computers, mobile phones, or other mobile devices, either from home or from other locations away from home. Types of mobile devices used Smartphones 94.4% Laptop computers 84.9% 12.3% Tablets 76.8% 19.5% Other mobile devices 34.6% 61.7% Web-enabled mobile phones 25.1% 72.9% Currently use Plan to use No plan to use Strategic Networks Group. Inc. 2018 www.sngroup.com Page 21 of 46
Percentage of online purchases made from a mobile device Percent of online purchase using a mobile device 9.9% 26.4% 25.5% 18.4% More than 60% 40% up to 60% 20% up to 40% Less than 20% None 19.8% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 22 of 46
Household frequency of WiFi hotspot use in community for Internet access 2.6% 2.1% Use of WiFi Hotspots 42.3% 6.9% 6.4% 27.2% 12.5% Every day Several times per week Once per week Less than once per month Never Don't Know No WiFi available Strategic Networks Group. Inc. 2018 www.sngroup.com Page 23 of 46
How household use of home computer has changed as a result of using smartphone or tablet devices Smartphone impact on use of home computer 4.8% 4.1% 3.9% 19.1% 31.6% 36.5% Use much more Use more No change Use less Use much less No home computer Strategic Networks Group. Inc. 2018 www.sngroup.com Page 24 of 46
Household interest in using internet-enabled health services Household Telehealth Uses 100% 10.6% 11.1% 15.3% 20.8% 16.0% 80% 60% 25.2% 29.0% 36.6% 39.2% 44.1% 40% 20% 0% 34.4% 27.1% Health research and education 47.2% 11.6% Emergency call systems 38.7% 30.9% 30.7% 6.4% 7.8% 7.3% Remote consultation Remote health monitoring Peer support Currently use Plan to use Willing to explore Not interested Not Applicable Household satisfaction with Internet-enabled health services currently using Household Telehealth Satisfaction Peer support 45.2% 32.3% 22.6% Remote consultation 44.4% 37.0% 18.5% Remote health monitoring 42.4% 39.4% 18.2% Emergency call systems 34.7% 38.8% 26.5% Health research and education 22.6% 44.3% 33.0% Very Satisfied Satisfied Neutral or Unsure Dissatisfied Very Dissatisfied Strategic Networks Group. Inc. 2018 www.sngroup.com Page 25 of 46
Household motivations for using telehealth services Motivations for Using Telehealth Services Reduce costs and financial burden 44.2% 18.1% 10.6% Speed of assistance response 41.8% 19.1% 10.6% Quality of health service 38.9% 18.4% 13.3% Increased comfort with service experience 33.3% 25.1% 12.6% Access services not available locally 31.4% 26.1% 12.3% Reduce travel for health services 30.2% 27.5% 13.5% Very Important Somewhat Important Not Important Not sure Not applicable Household barriers to adoption of telehealth services Barriers to Using Telehealth Services Privacy or security concerns 47.4% 16.5% 9.1% Slow or unreliable Internet 37.1% 12.0% 10.8% Unsure of quality of telehealth services 30.0% 25.8% 10.1% Lack of technical skills 17.0% 15.7% 23.1% Uncomfortable with technology 12.5% 13.5% 25.8% Very Important Somewhat Important Not Important Not sure Not applicable Strategic Networks Group. Inc. 2018 www.sngroup.com Page 26 of 46
Household benefits from using the Internet Household Benefits from using the Internet Convenience Saves money Better communication Saves time Reduces travel time 62.7% 58.9% 57.4% 53.6% 46.6% 24.8% 29.8% 30.6% 29.6% 31.3% Working from home Access to government information 38.1% 34.6% 14.3% 31.1% Very Significant Somewhat Significant Not Significant Not sure Not Applicable Strategic Networks Group. Inc. 2018 www.sngroup.com Page 27 of 46
Lifestyle benefits for the household from using the Internet Lifestyle Benefits from using the Internet Knowledge and skills 49.0% 34.8% 9.9% Connecting with community 34.5% 42.4% 18.3% Life-work balance 36.8% 25.9% 17.5% Choice of location 34.3% 26.9% 21.3% School learning 36.0% 22.1% 17.5% Additional income 25.9% 18.5% 22.6% Very Significant Somewhat Significant Not Significant Not sure Not Applicable Strategic Networks Group. Inc. 2018 www.sngroup.com Page 28 of 46
Household Telework Teleworking is considered to be working from home during normal working hours as part of an ongoing arrangement with employer. Teleworking may be part of the time (one or more days per week) or all of the time. Teleworkers typically have access to company resources online (e.g., company Intranet) with the ability to work from home in the same manner that they would in their company location. Occasional access to work or doing work from home after normal working hours is not considered teleworking for the purposes of these questions. "Formal" Teleworking 69.8% 30.2% Yes No Strategic Networks Group. Inc. 2018 www.sngroup.com Page 29 of 46
Number of days per week household members typically tele-work from home Days per Week Teleworking 18.8% 22.5% 16.3% 18.8% 18.8% 5.0% Less than 1 day 1 day up to 2 days 2 days up to 3 days 3 days up to 4 days 4 days up to 5 days More than 5 days Teleworking distance between home and the employer location Teleworking Distance 5.0% 18.8% 52.5% 12.5% 11.3% Less than 15 miles 15 to 29 miles 30 to 59 miles 60 to 99 miles 100 miles or more Strategic Networks Group. Inc. 2018 www.sngroup.com Page 30 of 46
Household teleworking benefits Teleworking Benefits Career goals 57.7% 20.5% 19.2% Spend more locally 29.5% 33.3% 20.5% 15.4% Current job 29.5% 19.2% 25.6% 19.2% 6.4% Avoid relocating 16.7% 10.3% 23.1% 39.7% 10.3% Strongly Agree Agree Neutral Disagree Strongly Disagree Strategic Networks Group. Inc. 2018 www.sngroup.com Page 31 of 46
Household motivations to tele-work What Motivates People to Telework? Life-work balance Reduce commuting time More family time More productive Health and well-being Cost savings 80.8% 71.8% 73.1% 66.7% 61.5% 62.8% 12.8% 12.8% 17.9% 20.5% 29.5% 21.8% More community time More employment options 38.5% 48.7% 30.8% 24.4% Environmental benefits 29.5% 28.2% Very Important Somewhat Important Not Important Not Sure Not Applicable Household home-based business A home-based business may be part-time or full-time activity by one or more household members that operate their business exclusively from home. This may include self-employed Strategic Networks Group. Inc. 2018 www.sngroup.com Page 32 of 46
professionals and many other types of entrepreneurial business activities. "Formal" Home Businesses 30.7% 69.3% Yes No Type of home-based business by Industry category Top 10 Home Business Industries 0% 5% 10% 15% 20% 25% Professional & Technical Services Retail Trade Other services Construction Educational Services Arts, Entertainment & Recreation Finance & Insurance Health Care & Social Assistance Real Estate Information 3.8% 3.8% 3.8% 1.9% 15.4% 15.4% 11.5% 9.6% 7.7% 21.2% Strategic Networks Group. Inc. 2018 www.sngroup.com Page 33 of 46
Home business uses for the Internet Home Business Uses of the Internet Research Online banking Document transfer Online purchasing Skills development Customer service Online sales Website Advertising Supplier communication 84.6% 84.6% 78.8% 76.9% 76.9% 63.5% 59.6% 57.7% 57.7% 55.8% Currently use Plan to use No plan to use Not applicable Strategic Networks Group. Inc. 2018 www.sngroup.com Page 34 of 46
Home business benefits Home Business Benefits of the Internet Easier day-to-day operations Increase productivity Reach new customers Improve customer service Reduce costs Increase sales Reduce time to market Improve supplier coordinatiom Adopt new processes 74.5% 66.7% 64.7% 62.7% 62.7% 52.9% 51.0% 43.1% 43.1% 15.7% 19.6% 11.8% 31.4% 17.6% 19.6% 13.7% 17.6% 31.4% Very Important Somewhat Important Not Important Not sure Not applicable Strategic Networks Group. Inc. 2018 www.sngroup.com Page 35 of 46
Importance of broadband for operating home-based business Importance of Broadband for Home Businesses Essential for business 74.5% 13.7% 7.8% Would have no business 43.1% 23.5% 15.7% 13.7% Would need to relocate 35.3% 13.7% 25.5% 19.6% Strongly Agree Neither Agree nor Disagree Agree Disagree 5.9% Strongly Disagree Have you or other members of your household acquired new employment in the past 24 months? Includes any of the following: first-time employment, a new job position, a new employer, or becoming self-employed. Have you or a member of your household gained new employment in the past 24 months? 72.2% 27.8% Yes No Strategic Networks Group. Inc. 2018 www.sngroup.com Page 36 of 46
Has using the Internet enabled you or other members of your household to gain higher-skilled or higher-wage employment? Did using the internet enable higher-skilled or higher-wage employment? 38.0% 62.0% Yes No Strategic Networks Group. Inc. 2018 www.sngroup.com Page 37 of 46
Internet contribution to increasing your annual household income How has using the internet increased your annual household income? 51.8% 4.3% 9.1% 5.9% 5.5% 5.5% 3.2% 14.6% Less than $1,000 $1,000 up to $5,000 $5,000 up to $10,000 $10,000 up to $20,000 $20,000 up to $50,000 $50,000 or more Not sure No increase in income Strategic Networks Group. Inc. 2018 www.sngroup.com Page 38 of 46
Household use the Internet for educational or training courses. Online Education Benefits Access to more learning opportunities 52.5% 34.6% Enhance learning via supplementary courses 48.1% 38.3% More affordable learning opportunities 45.1% 36.4% Improves learning achievement 42.0% 30.9% Richer overall learning experience 41.4% 29.6% Enable completion of degree or certification 40.7% 14.8% Strongly Agree Agree Neutral Disagree Strongly Disagree Strategic Networks Group. Inc. 2018 www.sngroup.com Page 39 of 46
Impact of broadband for your household and for community Community Impacts of Broadband Lifestyle 56.7% 23.5% 15.7% Better local economy 42.3% 30.0% 25.1% Better education opportunities 37.1% 29.0% 31.3% Better employment opportunities 32.9% 31.3% 32.9% More accessible government services 31.9% 33.2% 31.6% Improved health services 25.3% 26.4% 42.3% Strongly Agree Agree Neutral Disagree Strongly Disagree Strategic Networks Group. Inc. 2018 www.sngroup.com Page 40 of 46
Likelihood of relocation for broadband Likelihood of Relocation for Broadband 8.9% 26.6% 8.6% 20.6% 18.8% 16.4% Definitely Very Likely Somewhat Likely Not Likely Not at all Not sure Strategic Networks Group. Inc. 2018 www.sngroup.com Page 41 of 46
Household use of the Internet in the future Preferred use of the internet in future 1.6% 65.5% 32.9% Use more effectively Use the same amount Use less Strategic Networks Group. Inc. 2018 www.sngroup.com Page 42 of 46
mbps Highland, Illinois Charts from Household Technology Checkup May 2018 How important are the following factors in preventing you and your household from using the Internet more effectively than you do now? Barriers to using the internet Privacy and security concerns 52.4% 26.2% 10.3% Connection speed or reliability 45.2% 24.6% 12.7% Not enough time 22.2% 43.7% 19.0% Awareness of Internet benefits 16.7% 16.7% 21.4% Lack of skills 13.5% 18.3% 23.0% Very Important Somewhat Important Not Important Not sure Not applicable Actual broadband download and upload speeds using speed test Highland Average Measured Speed 50 45 40 35 30 25 20 15 10 5 0 44.6 Download Speed 32.3 Upload Speed Download Speed Upload Speed Strategic Networks Group. Inc. 2018 www.sngroup.com Page 43 of 46
Total annual household income Household Income 0.3% 5.0% 6.0% 25.8% 43.4% 19.5% Less than $10,000 $10,000 to $19,999 $20,000 to $29,999 $30,000 to $49,999 $50,000 to $100,000 More than $100,000 Household current employment status Household Employment Status 1.4% 25.5% 1.9% 6.1% 5.3% 59.8% Employed Full-time Employed Part-time Self-employed Not employed Retired Student Strategic Networks Group. Inc. 2018 www.sngroup.com Page 44 of 46
Interest to be notified when the results of this research are available Want to be informed of results 48.3% 51.7% Yes No Questionnaire satisfaction ehousehold Checkup Satisfaction Length (time taken) 7.8% 41.5% 36.1% 12.0% Easy to understand questions 18.1% 54.4% 20.7% Easy to provide answers 25.4% 58.0% 13.8% Appropriate questions 18.4% 51.7% 25.7% Clear instructions 26.0% 59.6% 12.4% Presentation of questions 24.0% 57.6% 16.4% Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Strategic Networks Group. Inc. 2018 www.sngroup.com Page 45 of 46
Thank-you for taking the time to complete the ehousehold Technology Checkup. The information you have provided is very important for understanding how the internet and broadband services are being used in our community. Strategic Networks Group. Inc. 2018 www.sngroup.com Page 46 of 46