Questions retained for analysis

Set 1 Basic demographics

Set 2 Mobile and Mobile money usage

Set 3 Retention (longitudinal)

Wave 3

Selected using Uganda(U) Wave 3 questionnaire

Kenya (K)

Tanzania (T)

Also:

Uganda (U) -- not a target country for this study

Set 1 Basic Demographics

DG1 : Year of birth UT

DG2 : male/female (observed) UT

1 male

2 female

DG3 : marital status UT

1 Single/ never married

2 Polygamously married

3 Monogamously married

4 Divorced

5 Separated

6 Widowed

7 Living together/ cohabiting

8 Other (Specify)

9 DK/Refused

DG4 : education level UT

1 No formal education

2 Primary education not complete

3 Primary education complete

4 Some secondary

5 Secondary education complete

6 Some secondary vocational training / some certificate

7 Secondary vocational training complete / certificate complete

8 Some diploma

9 Diploma complete

10 Some college/university

11 Complete university degree

12 Post-graduate university degree

13 Koranic school

14 Other

15 DK/Refused

Set 2 Mobile and Mobile money usage

MM1. ASK ALL. Have you ever heard of something called Mobile Money? UT

1 Yes

2 No

MM4. ASK IF AT LEAST ONE PROVIDER MARKED IN MM2 OR MM3. OTHERS SKIP TO THE NEXT SECTION. Have you ever used this mobile money service for any financial activity?

MM6. ASK IF AT LEAST ONE PROVIDER MARKED IN MM2 OR MM3. OTHERS SKIP TO MM12. Do you have a registered account (account registered in your name) with this mobile money service?

MM7. ASK IF MM4=1 and MM6=1 FOR THE SAME PROVIDER. OTHERS SKIP TO MM8. Did you register for this mobile money account before or after you started using this mobile money service?

For MM4 - MM8 Uganda

MTN Mobile Money

Airtel Money

M-Sente

Ezee Money

Vodafone M-PESA

Africell money

Safaricom M-PESA

Other (Specify)

For MM4 - MM8 Tanzania

Vodacom M-PESA

Tigo Pesa

Airtel Money

Zantel Ezy-pesa

SMART- B Pesa

Other (Specify)

MM10. What is the biggest challenge you face when using mobile money? UT

1 Service system down time

2 Agent system down time

3 Difficulty operating the phone/using menu

4 Unclear transaction charges/fees

5 Agent float/cash availability

6 Contacting customer care

7 Sending to a wrong number

8 Family/friends stealing money

9 Other fraud (Specify)

10 Other (Specify)

11 DK/Refused

MM12 What is the main reason you have never used mobile money services? UT

1 I do not know what it is

2 I do not know how to open one

3 I do not have a state ID or other required documents

4 There is no point-of-service/agent close to where I live

5 I do not need one, I do not make any transactions

6 Registration paperwork is too complicated

7 Registration fee is too high

8 Using such account is difficult

9 Fees for using this service are too high

10 I never have money to make transactions with this service

11 No one among my friends or family use this service

12 I do not understand this service; I do not know what I can use it for

13 I do not have a smartphone

14 I do not trust that my money is safe on a mobile money account

15 My husband, family, in-laws do not approve of me having a mobile money account

16 It is against my religion

17 I don’t use because all agents are men

18 Mobile money does not provide anything better/any advantage over the financial services I currently use

19 Other (Specify)

Set 3 Retention (longitudinal)

MM5. ASK FOR EACH MOBILE MONEY PROVIDER MARKED IN MM4. IF NO PROVIDERS MARKED SKIP TO MM6. Apart from today, when was the last time you conducted any financial activity with this mobile money service?

1=Yesterday

2=In the past 7 days

3=In the past 30 days

4=In the past 90 days

5=More than 90 days ago

MM8. ASK FOR ALL SERVICES MARKED IN MM6. OTHERS SKIP TO MM9. Apart from today, when was the last time you conducted any financial activity using these registered accounts?

1=Yesterday

2=In the past 7 days

3=In the past 30 days

4=In the past 90 days

5=More than 90 days ago

6=Never

For MM4 - MM8

<service providers, depending on country>

MM15. ASK IF AT LEAST ONE SERVICE MARKED IN MM4. OTHERS SKIP TO THE NEXT SECTION. Have you ever used a mobile money account to do the following…? UT

1=Yes

2=No

MM17. ASK FOR EACH ACTIVITY MARKED IN MM15. IF NO ACTIVITIES MARKED IN MM15, SKIP TO MM22. How often do you use mobile money for this activity? UTNK

1=Daily

2=Weekly

3=Once in 15 days

4=Monthly

5=Once every 3 months

6=Once every 6 months

7=Once a year

8=Almost never

For MM15-MM17

1. Deposit money

2. Withdraw money

3. Buy airtime top-ups, pay mobile phone bill

4. Pay a school fee

5. Pay a medical bill

6. Pay an electricity bill

7. Pay for water access or delivery

8. Pay for solar lantern or a solar home system

9. Pay TV/cable/satellite bill

10. Pay a government bill, including tax, fine or fee

11. Send money to family members, friends, workmates or other acquaintances for regular support/allowances, to help with emergencies, or for other reasons

12. Receive money from family members, friends, workmates or other acquaintances for regular support/allowances, to help with emergencies, or for other reasons

13. Receive welfare, pension or other benefit payment from the government

14. Receive wages for primary or secondary job

15. Pay for large acquisitions, including land, cattle, residence

16. Make insurance-related payments or receive claims on insurance

17. Take a loan or make payments on a loan, give a loan or receive payments on a loan

18. Save money for a future purchase or payment

19. Set aside money for pension, paid pension contributions

20. Set money aside just in case/for an undetermined purpose

21 Make an investment, including buy stock or shares

22. Pay for goods or services at a grocery store, clothing shop or any other store/shop

23. Transfer money from one mobile money account to another mobile money account

24. Transfer money from a bank account to a mobile money account; transfer money from a mobile money account to a bank account

25 Transfer money from a mobile money account to an account at another financial institution (SACCO, MFI, etc.)

26. Pay money to or receive money from your Savings and/or lending group

27. Pay rent

28. Account maintenance: Check your account balance, change PIN, receive mini-statement, etc.

29. Other (Specify)

MT17. Apart from today, when was the last time you performed the following activities on your personal phone or on the phone that you borrow/rent from other people? UT

1=Yesterday

2=In the past 7 days

3=In the past 30 days

4=In the past 90 days

5=More than 90 days ago

6=Never

Made calls

Received calls

Sent/received text messages

Sent/received photo messages (MMS)

Used/browsed the internet

Downloaded music, video or games

Made a financial transaction such as send/receive money, pay debt, or banking transaction

Used “Call Tunes” or other audio/video on-demand-from operator services

Used Facebook, Whatsap, Twitter, Instagram or another social networking site

Took a color picture

Downloaded/used any other mobile application

Used touch-screen

Navigation, maps

MM9 For how long have you been using mobile money services? UT

1 Less than 1 month

2 More than 1 month to 3 months

3 More than 3 months to 6 months

4 More than 6 months to 1 year

5 More than 1 year

MAYBE use the following:

IFI1. ASK ALL. Have you ever used any of the following? UT

IFI2. ASK ONLY FOR OPTIONS MARKED “YES” IN IFI1. OTHERS GO TO IFI3. Apart from today when was the last time you used this financial service for any financial activity? UT

1=Yesterday

2=In the past 7 days

3=In the past 30 days

4=In the past 90 days

5=More than 90 days ago

6=Stopped using altogether

IFI3. ASK ALL. Do you have an account/membership in your name with any of the following? UT

IFI4. ASK ONLY FOR OPTIONS MARKED IN IFI3. OTHERS GO TO IFI5. Apart from today, when was the last time you used the account/membership that is in your name for this service? UT

1=Yesterday

2=In the past 7 days

3=In the past 30 days

4=In the past 90 days

5=More than 90 days ago

6=Stopped using altogether

For IFI1 - IFI4 UT

1.Microfinance institution

2.Cooperative

3.SACCO

4.Post office bank

5.Mery go round like Nigiinas or another informal saving network

6.A money guard/ someone in workplace or neighborhood that collects and keeps savings deposits on a regular basis

7.Savings collectors

8.A digital card, a recharge card that is not attached to a bank or MFI account

9.Other financial service (Specify)

IFI10. ASK IF “YES” FOR MICROFINANCE INSTITUTE USE IN IFI1. OTHERS GO TO IFI11 Have you ever used your MFI account for the following? UT

IFI11. ASK IF “YES” FOR COOPERATIVE USE IN IFI1. OTHERS GO TO IFI12 Have you ever used your cooperative account for the following? UT

IFI12. ASK IF “YES” FOR SACCO USE IN IFI1. OTHERS GO TO IFI13 Have you ever used your SACCO account for the following? UT

IFI13. ASK IF “YES” FOR POST OFFICE USE IN IFI1. OTHERS GO TO IFI14. Have you ever used your post office bank account for the following? UT