With the Netherlands' smartphone penetration now at 43% and 64% of smartphone owners accessing the Internet every day from their device, mobile has become an indispensable part of our daily lives. Google partnered with Ipsos OTX Media CT to understand how the growing adoption of smartphones has transformed consumer behavior from media consumption to commerce to connecting with the world around us. These insights can help advertisers understand how to best use smartphones to engage with their customers. Here's what we found: Smartphone users are multi-tasking their media with 80% using their phone while doing other things such as watching TV (52%). 78% of smartphone users look for local information on their phone and 73% take action a result. Smartphones are critical shopping tools with 71% having researched a product or service on their device. 16% of smartphone users have made a purchase on their phone. Mobile ads are noticed by 84% of smartphone users. Smartphones are also a critical component of traditional advertising as 52% have performed a search on their smartphone after seeing an offline ad. Review the full study to understand the business implications and opportunities for marketers.

1. Our Mobile Planet:
Netherlands
Understanding the Mobile Consumer
May 2012
Google Confidential and Proprietary

2. Executive Summary
Smartphones have become an indispensable part of our daily lives. Smartphone penetration
has risen to 43% of the population and these smartphone owners are becoming increasingly
reliant on their devices. 67% access the Internet every day on their smartphone and most never
leave home without it. Implication: Businesses that make mobile a central part of their strategy
will benefit from the opportunity to engage the new constantly connected consumer.
Smartphones have transformed consumer behavior. Mobile search, video, app usage, and
social networking are prolific. Smartphone users are multi-tasking their media with 80% using
their phone while doing other things such as watching TV (52%). Implication: Extending
advertising strategies to include mobile and developing integrated cross-media campaigns can
more effectively reach today’s consumers.
Smartphones help users navigate the world. Appearing on smartphones is critical for local
businesses. 78% of smartphone users look for local information on their phone and 73% take
action a result, such as making a purchase or contacting the business. Implication: Ensuring that
clickable phone numbers appear in local results and leveraging location based services on mobile
make it easy for consumers to connect directly with businesses.
Smartphones have changed the way consumers shop. Smartphones are critical shopping tools
with 71% having researched a product or service on their device. Smartphone research influences
buyer decisions and purchases across channels. 16% of smartphone users have made a purchase
on their phone. Implication: Having a mobile optimized site is critical and a cross-channel strategy
is needed to engage consumers across the multiple paths to purchase.
Smartphones help advertisers connect with consumers. Mobile ads are noticed by 84% of
smartphone users. Smartphones are also a critical component of traditional advertising as 52%
have performed a search on their smartphone after seeing an offline ad. Implication: Making
mobile ads a part of an integrated marketing strategy can drive greater consumer engagement.
Google Confidential and Proprietary 2

3. Understanding the Mobile Consumer
This survey is designed DAY
How are smartphones
used in daily life?
to gain insights into how
consumers use the How do consumers multi-task
Internet on their with their smartphones?
smartphones
What activities are consumers
In detail:
conducting on their smartphones?
• Facts and figures about smartphone
adoption and usage
• Internet usage in general, search, video, What role do smartphones play
social networking, mobile advertising in the shopping process?
and m-commerce behavior via
smartphones
How do consumers respond
• This country report is part of a global
to ads, offline and on mobile?
smartphone study conducted in multiple
countries. Visit OurMobilePlanet.com for
access to additional tools and data
Google Confidential and Proprietary 3

4. Agenda
1 Smartphones are Indispensable to Daily Life
2 Smartphones Have Transformed Consumer Behavior
3 Smartphones Help Users Navigate the World
4 Smartphones Change the Way Consumers Shop
5 Smartphones Help Advertisers Connect with Customers
Google Confidential and Proprietary 4

5. SMARTPHONES
ARE INDISPENSABLE
TO DAILY LIFE
Google Confidential and Proprietary 5

6. Smartphone Penetration is on the Rise
43% Q1 2012
33% Q1 2011
Google Confidential and Proprietary 6
Base: National representative population 16+, n= 1.000
Q1: Which if any of the following devices do you currently use?

7. Smartphones are a Central Part of
Our Daily Lives
64%
have used their
smartphones every day in
the past 7 days
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 7
Q18: Thinking about the last seven days on how many days were you online with ...?

8. Smartphones are Always On, Always with You
67%
don’t leave home
without their device
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000
Google Confidential and Proprietary 8
Q52: To what extent do you agree to each of these statements?, Top2 Boxes; scale from 5 – completely agree to 1 – completely
disagree. “I don’t leave house without my smartphone”

9. Smartphones Are Used Everywhere
Place of Use Home 96%
On the go 84%
96%
At home
Work
In a store 64%
76%
Public Transport 58%
84%
On the go
Restaurant
Café or coffee shop 55%
57%
At a social gathering 47%
Airport 44%
64%
In a store
Doctor's office 34%
School 32%
Base: Private smartphone users who use the Internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 9
Q16: Where do you use your smartphone? Please select first at which locations you ever use it - even if only seldom.

10. Allowing Users to Stay Fully Connected
Emailing 66%
64%
Social Networking Sites 54%
Search Engines 49%
access the
Internet on their
smartphones at least Video sharing Sites 31%
once a day
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 10
Q9: Using the scale below, please indicate approximately how frequently you use the Internet in general and specific services and types
of websites through your browser or apps on your smartphone? Responses reflect at least once a day.

11. Smartphone Use is Expected to Increase
25% expect
to use their
smartphone more to
access the Internet
in the future
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 11
Q21: Thinking about the next 12 months, what do you expect, how will you be using the internet with your…?

12. Smartphones Have Become so Important to
Consumers that …
17%
would rather give up
TV than their smartphone
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 12
Q52: To what extent do you agree to each of these statements?, Top2 Boxes; scale from 5 – completely agree to 1 – completely
disagree. I would rather give up TV than my smartphone. “I would rather give up my TV / desktop PC than my smartphone”

13. SMARTPHONES
HAVE TRANSFORMED
CONSUMER BEHAVIOR
Google Confidential and Proprietary 13

14. Smartphones are a
Major Access Point
for Search
45%search on their
smartphones
every day
Base: Private smartphone users who use the internet in general and who are searching via search engine, Smartphone n= 929 Google Confidential and Proprietary 14
Q31: How often do you do searches (via Google, Yahoo!, Bing, etc.) on your ... ?

15. Smartphones Inform Our Daily Life
30%
Restaurants, Pubs & Bars
30%
Travel
17%
56%
Product Info
Job Offers
15%
Apartments, Housing info
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 15
Q23: Which of the following activities do you do with your smartphone? Please indicate whether you ever do this at all.

16. Smartphones are a Multi-Activity Portal
82%
Emailed (sent or read) 74%
Accessed a social network (e.g.
updated a status message checked 61%
Communication messages or friends' pages)
56%
Read news on newspaper or magazine
51%
portals
Reviewed websites blogs or message
22%
boards
Stay Informed
Browsed the Internet 64%
86% Listened to music
Played games
56%
54%
Entertainment Watched videos on a video sharing
45%
website (e.g. YouTube.com)
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000
Google Confidential and Proprietary 16
Q23: Which of the following activities do you do with your smartphone? Please indicate whether you ever do this at all.

17. App Usage is Ubiquitous
25 apps installed
on average
9
apps used in the
last 30 days
5
paid apps installed
on average
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000
Q24: How many apps do you currently have on your smartphone?
Base: Private smartphone users who use the internet in general and who have at minimum one app on their smartphone, n= 954 Google Confidential and Proprietary 17
Q25: And of the apps you currently have installed on your smartphone, how many have you used actively in the last 30 days?
Q26: And of the apps you currently have installed on your smartphone, how many have you purchased for a certain amount in an app store?

18. Smartphones Users are Avid Video Watchers
65%
watch video
14%
use video at least
once a day
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 18
Q35: How often do you watch videos via websites or apps (e.g. short video clips, videos
of TV shows, TV movies online, etc.) on your ... ?

19. Smartphone Users are Frequent
Social Networkers
70%
visit social
networks
45%
visit at least
once a day
Base: Private smartphone users who use the internet in Google Confidential and Proprietary 19
general, Smartphone n= 1.000 . Q38: How often do you visit a
social network (via websites or apps) on your ... ?

20. Smartphones Are Used While Multi-tasking
with Other Media
Listen to music
42%
Read a book Watch TV
8% 52%
80%
Use
Watch movies smartphone Use Internet
28% while… 31%
Read magazines/
Play video games newspapers
10% 16%
Base: Private smartphone users who use the Internet in general and who were online yesterday with their smartphone, Google Confidential and Proprietary 20
Smartphone n= 810 Q22: When you use the Internet on your smartphone, which if any of the following – do you do at the same time?

21. SMARTPHONES
HELP USERS
NAVIGATE THE WORLD
AROUND THEM
Google Confidential and Proprietary 21

22. 78%
of smartphone users
have looked for local
information
73%
have taken action as
a result
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000
Q33: How often do you look for information about local businesses or services on your smartphone? (Ever)
Base: Private smartphone users who use the internet in general and who look at least less than once a month for Google Confidential and Proprietary 22
information on their smartphone, Smartphone n= 783 Q34 Which of the following actions have you taken after having
looked up this type of information (business or services close to your location)?

23. Looking for Local Information is a Frequent
Smartphone Activity
42% 16%
Look for local information at Look for local
least once a week information daily
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 23
Q33: How often do you look for information about local businesses or services on your smartphone? (Ever)

24. Local Information Seekers Take Action
41%
Looked the business up on a map or
got directions to the business or 26%
service
connected with Called the business or service 26%
the business
52% visited the
Visited the website of the business or
service
Visited a business (e.g. store or
restaurant)
30%
40%
business
17% told others
Read or wrote a review about a
business or service
Recommended a business or service
4%
15%
about it to someone else
26%
made a purchase
Made a puchase from a business
online
Made a purchase from a business in-
store
19%
14%
Base: Private smartphone users who use the internet in general and who look at least less than once a month
for information on their smartphone, Smartphone n= 783 Google Confidential and Proprietary 24
Q34: Which of the following actions have you taken after having looked up this type of information (business
or services close to your location)?

25. SMARTPHONES
CHANGE THE WAY
CONSUMERS SHOP
Google Confidential and Proprietary 25

26. Smartphones Allow Users to Research
Products Anytime, Anywhere
Place of Search
Home 44%
44%
At home
On the go 23%
Work 20%
23%
On the go
Public transport 15%
In a store 12%
12%
Café or coffee shop 8%
In a store
Restaurant 8%
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 26
Q51a: And where were you when you researched for products or services with your smartphone?

27. 71%
have researched
a product or service
on their phone
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 27
Q51a: And where were you when you researched for products or services with your smartphone?

28. Smartphones are Our Primary Shopping
Companions
I intentionally have my
smartphone with me
to compare prices and 11%
inform myself
about products.
I have changed my
mind about purchasing
a product or service 9%
in store as of a result of information
I gathered using my smartphone.
I have changed my mind about
purchasing a product or service
online as of a result of information I 8%
gathered using my smartphone.
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 28
Q52: To what extent do you agree to each of these statements? Please answer on a scale from 1 to 5. A "1" means that you
completely disagree with the statement a "5" means that you completely agree with the statement.

29. Research that Starts on Smartphones Leads
to Purchases Across Channels
Research
on smartphone
then purchased
22%
then purchased
via computer
18% then purchased
it offline
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 29
Q48: Listed below are various products or services. For each of these products or services please indicate which statement applies
to you.

30. Smartphones Are an Emerging Point of
Purchase
16%
of smartphone users
have purchased a
product or service
on their smartphone
50%
of these smartphone shoppers
have made a purchase
in the past month
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000
Q44: Have you ever purchased a product or service over the internet on your smartphone? With product or service we mean everything you can Google Confidential and Proprietary 30
buy excluding apps. Base: Private smartphone users who use the internet in general and who purchased via internet on their smartphone n= 165
Q45: Have you made a purchase by using your smartphone in the past month?

31. Smartphones Shoppers are Frequent Buyers
45% make mobile purchases
at least once a month
Base: Private smartphone users who use the internet in general and who purchased via internet on their smartphone, Smartphone n=
165 Q47: How frequently do you purchase products or services with your smartphone? Google Confidential and Proprietary 31

32. Mobile Commerce will
Continue to Grow
12%expect to make more
mobile purchases in the
future
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 32
Q51: Do you expect making purchases on your smartphone more often in the next 12 months?

33. Barriers to Mobile Commerce Still Exist
Would prefer to use a PC/laptop for these
services 67%
Doesn't feel secure 24%
Too complicated 11%
Too expensive 6%
Payment is too complex 5%
Payment features were not available
4%
(no credit card)
Never heard of these services 3%
Other 8%
Base: Private smartphone users who use the internet in general and who NOT purchased via internet Google Confidential and Proprietary 33
on their smartphone n= 835 Q46:Why have you not made a purchase using your smartphone?

34. Smartphones
Help Advertisers Connect
With Their Customers
Google Confidential and Proprietary 34

35. Offline Ad Exposure Leads to Mobile Search
Ad location
52% 44%
TV Shop / Business
44%
have performed
a mobile search after Magazines
32%
Posters / Billboards
26%
seeing an ad
Base: Private smartphone users who use the internet in general and who at least rarely notice advertising, n= 837 Google Confidential and Proprietary 35
Q43a: How often do you use your smartphone to do a search in response to an ad you have seen in a magazine, on a poster, on TV or in a shop/business?

36. The First Page of Mobile
Search Results is Key
56%
only look at the first page
of results when
conducting a search on
their smartphone 1 2 3 4 5 6 7 8 Next
Base: Private smartphone users who use the internet in general and who are searching via search engine, Smartphone n= 929 Google Confidential and Proprietary 36
Q32: How many search result pages do you look at, when conducting a search with your ... ?

37. 84%
of smartphone users
notice mobile ads
Base: Private smartphone users who use the internet in general, Smartphone n= 1.000 Google Confidential and Proprietary 37
Q41: How often do you notice advertising when you are using the browser or an app on your
smartphone? (Ever)

38. Mobile Ads Make an Impression
Where Mobile Ads Are Noticed
41%
While in app
While in an app 41%
While on a website 35%
35%While on a
website While using a search engine 28%
28%
While using a
While watching a video 19%
search engine
While on a retailer website 16%
19%
White watching While on a video website 12%
a video
Base: Private smartphone users who use the internet in general and who at least rarely notice advertising n= 837 Google Confidential and Proprietary 38
Q42: Where have you noticed advertising when using your smartphone?

39. Background
Google Confidential and Proprietary 39

40. Research Methodology
• In partnership with Ipsos MediaCT, we interviewed a total of 1,000
Dutch online adults (18-64 years of age) who identified
themselves as using a smartphone to access the Internet
• The distribution is according to a national representative
CATI Study
• A smartphone is defined as “a mobile phone offering advanced
capabilities, often with PC-like functionality or ability to
download apps”
• Respondents were asked a variety of questions around device
usage, mobile search, video, social, web and commerce behavior
and mobile advertising
• Interviews were conducted in Q1 2012
Google Confidential and Proprietary 40

41. Demographics
Female 45%
Gender Male 55%
18 - 24 Years 21%
25 - 34 Years 19%
Age 35 - 44 Years 35%
45 - 54 Years 16%
55 + Years 10%
Urban 53%
Area Suburban 25%
Rural 22%
Single 41%
Living with partner 18%
Marital
Married 34%
Status
Widowed 1%
Divorce/Separated 5%
Base: Private smartphone users who use the Internet in general n= 1.000 Google Confidential and Proprietary 41
S2. Please indicate your gender. / S1. What is your age? / D3. In what area do you live? D2. What is your marital status?

42. Demographics
Primary school/ no degree 4%
ASO / Technical lower secondary 4%
Vocational lower secondary 22%
Education ASO / Technical upper secondary 12%
Vocational upper secondary 34%
Artistic upper secondary 1%
Higher non-university 22%
Employed (full-time/part-time) 60%
Employment Independent 8%
Status Retired 1%
Student 12%
Unemployed / homemaker 18%
Up to 999 Euro 9%
1.000 - 1.999 Euro 23%
2.000 - 2.999 Euro 22%
3.000 - 3.999 Euro 14%
Income 4.000 - 4.999 Euro 5%
5.000 Euro and more 2%
Don't know/ no answer 25%
Base: Private smartphone users who use the Internet in general n= 1.000
D4. What is the highest level of education you have completed? D5. Which of the following best describes your Google Confidential and Proprietary 42
employment status? D8. Which of these ranges comes closest to the total (annual) income of your household
before anything is deducted for tax National Insurance (Social security) pension schemes etc.?