L10n:May Critical Study

• NOTE: The survey is in .doc format to retain coding and formatting. This is available to anyone who would like access.

Classification Country of interview (automatically coded, 15 markets) USA 1 240 interviews Germany 2 150 interviews France 3 120 interviews Russia 4 120 interviews Brazil 5 120 interviews Poland 6 120 interviews Indonesia 7 120 interviews UK 8 120 interviews India 9 120 interviews Spain 10 120 interviews Japan 11 120 interviews Mexico 12 120 interviews Turkey 14 120 interviews China 15 120 interviews Italy 17 120 interviews

Introduction Thank you for helping with this research. We would like to ask you some questions about using the internet, in particular the browser software you use to do this. The term “browser” is the name of the application which displays web pages and allows you to surf the internet. Please note this is not your home page or search engine. The questionnaire should take about 5 minutes to complete should you qualify. Screening

Ask all. Ensure spread of age in each country.

CQ1. Firstly a few details about you, to make sure we speak to a range of different people. S1. Which of the following age bands do you fall into?

Please select one answer 16-24 1 25-34 2 35-44 3 45-54 4 55-64 5 65+ 6

Ask all. Ensure even split by gender in each country. S2. Please indicate your gender. Male 1 Female 2

Ask all S3. Can I just check, which of the following web browsers do you use on your desktop computer or laptop at the moment, at home? Please select as many answers as apply. Do not include any mobile devices you use. Randomise

Apple Safari Google Chrome Microsoft Internet Explorer Mozilla Firefox Opera Another browser Don’t know

Data coded as: Apple Safari 1 Google Chrome 2 Microsoft Internet Explorer 3 Mozilla Firefox 4 Opera 5 Another browser 6 Don’t know 7

Qualification and quota instructions Recruit a representative sample of internet users by age and sex in each country. Qualification: Current users of Firefox (650), Chrome (650), Internet Explorer (650). All others close. Allocate Firefox/ Chrome/ Internet Explorer to populate <browser> in subsequent questions

Satisfaction: Attitude and Loyalty Ask all. Reverse scale alternately Q1. Thinking about <browser>, how likely or unlikely are you to recommend this internet browser to a friend or colleague? Please select one answer only I am very likely and would consider making a recommendation without being asked 1 I am quite likely to recommend <browser>and would do so if I was asked 2 I am neither likely nor unlikely 3 I am quite unlikely to recommend <browser> 4 I am very unlikely to recommend <browser>and would even consider recommending against using <browser> 5 Don’t know 6

Ask all. Reverse scale alternately Q2. And how much do you like or dislike <browser>? Please select one answer Dislike a great deal 1 Dislike a little 2 Neither like or dislike 3 Like a little 4 Like a great deal 5 Don't know 6

Ask all. Reverse scale alternately Q3. So overall, taking everything into account, how satisfied or dissatisfied are you with <browser>? Please select one answer Extremely dissatisfied 1 Dissatisfied 2 Somewhat dissatisfied 3 Neither satisfied nor dissatisfied 4 Somewhat satisfied 5 Satisfied 6 Extremely satisfied 7 Don't know 8

Q4 removed Engagement Ask all using more than one browser at S3 Q5. Which of the following would you say is your browser of choice? Notes for localisation: we are interested in which browser they would turn to first or prefer to use given a free choice. Single code, randomise (except *). Only display options selected at S3 Please select one answer only Apple Safari 1 Google Chrome 2 Microsoft Internet Explorer 3 Mozilla Firefox 4 Opera 5 Another browser* 6 Don’t know 7

Q6-Q10 removed.

Ask all Q11. Please tell us the extent to which you agree with the following statements… Please select one answer only Strongly agree 1 Tend to agree 2 I neither agree nor disagree 3 Tend to disagree 4 Strongly disagree 5 Don’t know / Not applicable 6

Randomise a. Having access to help and support from other users who share their knowledge online is important to me when deciding which browser to use b. One of the reasons I use <browser> is because they care more about their users than other browsers

Update experience Ask all, randomise Q12. In order to ensure your web browsing continues to be safe and quick, some browsers update regularly. Which of the following applies to you when using <browser>? Yes 1 No 2 Don’t know / not sure 3

a. I believe regular updates to <browser> are important b. The <browser> updates can sometimes cause me problems or I am unable to update <browser> c. I deliberately stop <browser> from updating to the latest version d. I check to make sure my <browser> software is the latest version e. The update experience with <browser> is better than other browsers

Ask those saying “yes” to Q12b, randomise Q13a. What problems do you encounter when <browser> downloads and applies an update? Please select as many answers as apply. The download takes too long 1 The size of the update file is too large 2 The updates are generally too frequent 3 The update causes issues with add-ons, extensions or plug-ins 4 The update appears to provide no benefit 5 Updating can cause <browser> to run slowly 6 Updating can cause <browser> to crash or freeze 7 Other (specify) X Don’t know Y

Ask those saying “yes” to Q12c Q13b. Why do you prevent <browser> from updating? Please select as many answers as apply. I'm happy with my current version of <browser>, I see no benefit to upgrading 1 Updating can cause <browser> to crash or freeze 2 It is inconvenient or time consuming 3 I do not know if the new version will work with my computer 4 The updates are generally too frequent 5 The update causes issues with add-ons, extensions or plug-ins 6 The size of the update file is too large or takes too long to download 7 Other (specify) 8 Don't know 9

Browser performance Ask all Q15. Please rate the following experiences when using <browser>? Rate each on a scale of 1 to 10, where 1 means the experience is poor, 5 about what you would expect, and 10 is excellent Show as a grid with scale of 1-10 across the top. Show don’t know box. a. The time it takes to open a new tab or window b. How smoothly does video play, for example when using YouTube c. Scrolling to the bottom of a long page d. Switching between open tabs e. Browser responsiveness (for example no freezing and no pauses when navigating a page) f. The start-up time (the time it takes to launch <browser>)

Ask all Q16. And taking everything into account, overall how smoothly does <browser> operate ….? Choose the answer which is closest to your view It feels fluid and fast. 1 It responds quickly, but stutters occasionally 2 It is often unresponsive 3 No opinion 0

Ask rating browser performance as poor (Q16 = 2,3) Q17. You mentioned <browser> is not always fluid and fast, is this because … Please select one answer only My computer runs most software slowly 1 <browser> performs poorly, but other software runs fine 2 My connection to the internet is slow 3 Don’t know 4

Ask all using multiple browsers Q18. Still thinking about the performance of <browser> when opening a new tab or window, compared to other browsers you use, how does <browser> compare? Please select one answer only <browser> is much better 1 <browser> is a little bit better 2 <browser> is about the same as other browsers 3 <browser> is a little worse 4 <browser> is much worse 5 Don’t know 6

Demographics Ask all respondents D1. Approximately how long have you been using <browser>? Please select one answer only Up to 6 months 1 6 months to a year 2 1 to 2 years 3 2 to 3 years 4 3 to 4 years 5 4 to 5 years 6 More than 5 years 7 Don’t know 8

D2. Do you use any of the following to browse the internet? Please select as many answers as apply NB: Indented codes would appear only when Smartphone or Tablet is selected. Home PC or desktop computer 1 Home laptop 2 Smartphone iPhone 3 Android phone 4 Other 5 Tablet iPad 6 Android tablet 7 Windows 8 8 Other 9 None of these 10 Don’t know 11

Ask all using a desktop or laptop computer D2c. What is the operating system you use to browse the internet on <insert a b or c> Your laptop and desktop computer a Your laptop b Your desktop computer c

Please select one answer only Windows8 1 Windows 7 2 Windows Vista 3 Windows XP 4 Windows (but don’t know which version) 5 Apple Mac OS 6 Linux (e.g. Ubuntu, Fedora, Mint) 7 Other 8 Don’t know 9

Ask all using Windows 8, Apple Mac OS D2d. And does your <insert a b or c> have a touch screen? Desktop computer a Laptop b Laptop or Desktop computer c

Please select one answer only Yes, this device has a touchscreen 1 No, this device does not 2

Ask all using a desktop computer D2e. Approximately how old is <insert a,b or c> to the nearest year? Your Desktop computer a Your Laptop b Your Laptop or Desktop computer c

Please select one answer only One year or less 1 More than 1 to 2 years 2 More than 2 to 3 years 3 More than 3 to 4 years 4 More than 4 to 5 years 5 More than 5 years old 6 Don’t know 7

All respondents D3. On average, approximately how many hours each day overall do you use the internet or browse web pages? Please select one answer only Less than half an hour each day 1 About an hour a day 2 2 hours a day 3 3 hours a day 4 4 hours a day 5 5 hours a day 6 More than 6 hours a day 7 Don’t know 8

All respondents D4. And thinking about your household income, compared with others in your country, would you say this is…? Please select one answer only Above average 1 Average 2 Below average 3 Prefer not to say 4

D5. Thinking generally about your daily use of technology (especially the internet), which of the following statements best describes you and your relationship to technology: Please select one answer only I enjoy writing software for myself and others. Technology is my life. (Wizards) 1 I enthusiastically learn about and adopt new technology and I enjoy solving my own technology problems. (Enthusiasts) 2 I'm comfortable and confident with technology, but I carefully evaluate new technology before I adopt it. (Middle managers) 3 I lead a busy life and I just want the technology in my life to work. (Busy Bees) 4 I prefer to stick with technology I believe works for me because I'm concerned if I update my technology tools there will be changes I do not want. (Stalwarts) 5 I could likely lead my life without technology. I feel some reluctance about using some technology because I fear I may make mistakes I cannot correct. (Evergreens) 6 None of the above 7 Don’t know 0

D6. Are you the person in your household who normally decides which browser is installed? Please select one answer only Yes, only me 1 Yes, I am involved 2 No, someone else decides 3

Standard Close That is the end of the survey, thank you very much for your time. Press 'Next' to complete the survey. System data System to record user agent string

Miscellaneous items for translation Chrome Internet Explorer Firefox Back Next Please type in other reasons below

Italian only – additional translations Press next to complete survey Thank you for your time. Unfortunately we have completed sufficient interviews with people such as yourself. Press 'Next' to finish Next Back Progress Browser Survey Please select one answer for each row Invalid Input

General notes for localisers Please translate all black and grey text. Ignore blue text as these are system instructions. Ignore bold & underlined section headings.