mobile consumer 2015: the finnish perspective consumer 2015: the finnish perspective 5 tablets have...

Mobile Consumer 2015:The Finnish Perspective

The new world of the mobile is rising

Contents

Foreword 3

Digital age tools are changing 4

Smartphones are used in every situation 6

4G: The new normal 8

IoT: Smart appliances gain momentum? 12

Mobile payments: A mixed outlook 14

Endnotes 18

About the research 19

Contacts 19

With every year the smartphone becomes yet more ubiquitous and pervasive: 73% of adults in Finland now have one. However, the most fascinating aspect of the adoption of the smartphone is the extent to which it has become not just our primary access to digital, but an ever more comprehensive and capable remote control for life.

By gathering insights from 49,000 respondents around the globe and by combining the results with expert perspectives, we provide one of the largest information resources of its kind. This survey offers a perspective on the Finnish market by combining up-to-date comparisons with the survey results of previous years.

We hope that you find these insights useful and enjoy this year’s Deloitte Mobile Consumer Survey. The Finnish edition includes 1,000 respondents who are part of a larger 30-country review of mobile usage. If you would like to discuss the data or hear more on the perspectives of our experts on the impact of these trends on you and your business, please do not hesitate to contact us.

Jukka-Petteri SuorttiHead of Technology, Media & Telecommunications Deloitte Finland

Foreword

Mobile Consumer 2015: The Finnish Perspective 3

4

The utility of smartphones is deepening as they consolidate their role as a central device to reach an ever widening portfolio of services and applications. They're finding their way into more and more aspects of our lives, from ordering takeaways to capturing memories and communicating them to our friends, from communicating with our colleagues to making bank transfers and keeping up-to-date with world news.

A decade ago the PC was the workhorse of the newly digitizing world. Nearly every digital interaction and transaction was submitted through a PC. In recent years the smartphone has taken its place as the general purpose digital device and it has become the default for everyday use. Over time, smartphone (and tablet) usage is likely to become even more general and the PC will retain a more specialized role.

Figure 1: Tablet ownership by age groupQuestion: Which, if any, of the following devices do you own or have ready access to (tablets)?

0%

10%

20%

30%

40%

50%

60%

55+45-5435-4425-3418-24

53%

39%

22%

10%

51%

35%

24%

9%

59%

42%

22%

10%

4%

14%

32%

47%

5%

43%

20%

27%

2014 201520132012

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2012, May-June 2013, May 2014 & May-June 2015Base: All respondents 2015 (1,000), 2014 (1,000), 2013 (1,000), 2012 (1,127)

Digital age tools are changing

Smartphones, tablets, and laptops are all a part of our everyday consumption of digital goods. However, their roles are changing and the way people use them has been modified by new and evolving services.


Tablets have surpassed smartphones as the rising star in today’s mobile devices ecosphere. Smartphone penetration has been on a steady rising course since 2012, but in 2015 the numbers seem to be settling down in most age groups at 85% to 88%.1 It seems that 18–24- and 25–34-year-olds have both leveled at 88% and 35–44-year-olds at 85% penetration. Older age groups (45–54- and 55+ year-olds) are still on the rise, as their levels of penetration have only reached 70% and 55%, respectively.

Tablets, on the other hand, are more popular than ever, and by some margin. Tablet penetration has passed 50% among younger age groups (under 44-year-olds) and is not far behind in the older groups. Moreover, counting from 2012, smartphone access has doubled, whereas tablet access has grown by a staggering seven-fold compared to 2012.

Laptop penetration has also risen from last year (from 75% in 2014 to 81% in 2015). It is clear that the rising ownership of smartphones and tablets has not caused the abandonment of laptops. The accumulation of devices does not come as a surprise as each device is optimized for a different use, and each has its own set of compromises. This leads to changing usage profiles on all devices.

6

Smartphones are used in every situation

Over half of all smartphone owners use their devices while on public transport, over 75% while at work, and almost half while spending time with family and friends. For younger age groups, usage intensity is higher still: an overwhelming 81% of 18–24-year-olds use their devices on public transport. As smartphones are used everywhere and any time, they have also become a source of distraction: 15% of Finnish smartphone owners admit to using a smartphone while crossing the road and 21% while driving. It could be argued that smartphone has a risk of turning into a fatal weapon.

The smartphone is our companion on special occasions and it has become an essential part of our lives. For example, almost one fifth of Finnish consumers use their phones while eating in a restaurant. At sports days and prize-giving ceremonies, some parents choose to observe their children via the miniscule prism of a smartphone screen, trading a full screen view for digitized posterity. Moreover, smartphones are playing an important role in storing our memories. Holidays of a lifetime are captured and communicated by smartphones in real-time in words, photos, and, increasingly, videos.

Figure 2: Smartphone usage while doing other activitiesQuestion: How often, if at all, do you use your smartphone while doing the following?

Note: Respondents for whom a particular activity does not apply have been excluded from this analysis (e.g. respondents who do not work have not been asked if they use their phone while at work or in a business meeting).Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2015Base: All respondents with a smartphone (726)

Most Finnish consumers use their smartphones at every opportunity. Multitasking is all part of a smartphone owner's day, and smartphones are often used while shopping, commuting, eating, socializing or traveling.

0% 20% 40% 60% 80% 100%

Crossing the road

In a business meeting

While driving

Eating in a restaurant with my family/friends

Eating at home with my family/friends

Spending time with my family/friends

Watching TV / a film

Walking

Meeting my friends on a night out

While out shopping

Talking to family/friends

Using public transport

While at work

Very often

Sometimes/occasionally

Almost always

Never

I don’t know

Hardly ever

Not very often

8

4G: The new normal

More than 95% of adults connect their portable devices to the Internet. The mobile network is the main connection for smartphones and Wi-Fi for tablets. The mobile network is increasing the gap on Wi-Fi, because of its competitive speed and price in Finland.

While consumers in countries with strict data allowances may avoid using mobile networks due to concerns about exceeding their allowance, this is less likely in Finland. This is due to the majority of Finnish consumers enjoying unlimited data packages.

Another consequence of small data allowances in certain countries is a preference for Wi-Fi instead of a mobile network.2 However, in Finland, the mobile network has constantly been a more popular method of connectivity among smartphone users, possibly because of the popularity of unlimited mobile network subscriptions and a lack of public Wi-Fi hotspots. Also, Finnish respondents have seen that 4G speeds are faster in public locations, such as in restaurants or shopping malls.

Unlimited data packages for tablets haven’t pushed through as they have for smartphones. Over 75% of tablet users prefer a Wi-Fi connection over mobile networks. This might imply that tablet usage occurs primarily in user’s regular haunts: at home, at work or on holiday at hotel where Wi-Fi typically exists. However, half of tablet users have a subscription for a 4G package for at least one of the devices they own. As a result, a low mobile network rate for tablets may ensue sharing a mobile network from smartphone to tablets. Despite the speed and unlimited data packages, Wi-Fi is still the major connection at home. It is probable that WLANs at home offer even faster networks.

Figure 3: Mobile network vs Wi-FiQuestion: Thinking about how you connect your smartphone to the Internet, which of the following types of connectivity do you use most often?

0%

20%

40%

60%

80%

63%

34%

66% 68%71%

33%30%

27%

2014 201520132012

Wi-FiMobile Network

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2012, May-June 2013, May 2014 & May-June 2015Base: All smartphone users who connect their devices to Internet 2015 (691), 2014 (285), 2013 (325), 2012 (312)


4G: What will happen to speeds as usage increases?After five years, 4G continues to have very fast take-up rates. The relative subscriber number has more than tripled during the last year from 14% to 45% of Finnish respondents who have access to a smartphone. Next year, growth might slow down as only 20% of respondents are likely to get their first 4G subscription in 2016.

4G offers greater speeds than 3G. Last year, 4G’s actual average speed was estimated to be approximately five times faster than 3G in Finland.3 This year the difference between 4G and 3G speeds is smaller, 4G being only three times faster than 3G. At the same time, the download speeds of 3G networks have slightly increased and 4G networks decreased. Evidently, 4G networks are becoming overstrained while the user rate increases quickly.

Consumers have made similar observations. Last year, 64% noticed that 4G is faster than 3G, this year the number was 59%. At the same time, the number of respondents who didn’t notice any difference or don’t know if there is a difference has increased to 40%.

The application usage of 4G subscriptions hasn't changed as expected, while the numbers of subscribers have increased, the leisure applications haven’t taken on a major role. Application usage has remained similar; for example, conventional applications such as reading the news, e-mail, and searching for information are major leisure applications. As a result, in terms of usage, 4G has ended up in more of a steady-state consumption pattern.

Figure 4: Speeds of 4G/LTEQuestion: How would you rate the 4G/LTE service you subscribe to compared to the speeds you were previously getting when using your mobile network?

0%

20%

40%

60%

80%

I don't know

20%

8%

37%

The speeds are slower

3%4%0%

There is no difference in

the speed

18%24%

7%

The speeds are faster

59%64%

56%

2014 20152013

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2013, May 2014 & May-June 2015Base: All respondents who have a smartphone and a 4G/LTE subscription 2015 (357), 2014 (119), 2013 (48)

10

Price is the bottom line for Finnish consumersIn Finland, the most important factor in the decision to change operator is the total monthly costs. That has been the direction for the last two years and it doesn’t seem likely to change. Price has been the main reason for over a third of mobile operator changes, and in the foreseeable future price will be the reason for 50% of mobile operator changes.

On the other hand, Finnish consumers are putting more weight on the quality of networks. Every fourth respondent stated that the quality of the Internet connection or 4G package might lead to operator changes. In recent years, quality has been the reason for only one in ten operator changes.

Since 2014, the value that customers have seen in operators' complementary services has remained low and actually decreased slightly. Despite this, 40% of respondents already have a home broadband access and 8% have a TV/Film streaming service from their mobile operator. When looking at future plans, only 7% of respondents are interested in adding at home a broadband Internet or 9% adding a TV/Film streaming service to their existing package. Of all respondents 45% are not willing to add any services to their existing packages. However, it is likely that operators' bundle campaigns and marketing efforts will have an impact on consumers' plans.

While communication through a mobile network is increasing among young adults, they will keep an eye on SMS and phone call prices when choosing an operator. For young adults, availability of a preferred Internet package is more important than on average for other age groups. For 55–64-years-olds, price is notably less important than for other age groups, but they are interested in the quality of customer service. Nonetheless, every fifth respondent wouldn’t change operator based on price, availability or quality reasons.

12

IoT: Smart appliances gain momentum?

The Internet of Things describes a vision where every object—from a washing machines to dog collars and cars—is connected, enabling a significant increase in value creation. A change almost the same as that experienced by our Internet-connected selves.

IoT may have recently become known to the larger public, but it has actually been with us and been developed for decades. The first vending machine that communicated its stock levels for more efficient restocking schedules was introduced 33 years ago. The first fitness tracking smart watches were sold 24 years ago, and the first connected car systems, that enabled navigation and emergency service assistance, were launched 19 years ago.4&5 Conferences proclaiming the rise of IoT have been held regularly for dozens of years.

As with most technologies, predicting their occurrence is the easy part; the challenge is determining when. Arguably that “when” should be soon: our society's technological readiness and the affordability of hardware means that we should be ready for the adoption of everyday IoT. But the question is whether this is the moment?

Figure 5: IoT device adoption among Finnish adultsQuestion: Which, if any, of the following devices do you own or have ready access to?

Smart TV Wireless speaker Surveillance security system

A home appliancethat can connect to the Internet /

be controlled using an app

Video streaming device that you

connect to the TV

Games console0%

10%

20%

30%

40%

36%

34%

28%

19%

9%1%

19%

24%

24%

31%

16%

13%

8% 9%12

%13

%9%

6% 7% 6%13

%9%

5% 4%

2% 2% 1%6%

4%9%

0% 0%6%

1%3% 3%

25-34 35-4418-24 65+55-6445-54

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May–June 2015Base: All respondents with a smartphone (726)


IoT devices can be distributed into four main categories: connected home entertainment, connected home devices, smart surveillance systems, and connected cars. Connected home entertainment is by far the biggest category. It includes games consoles (23% adoption), smart TVs (22%), wireless speakers (10%), and video streaming devices (8%). Connected home devices include connected thermostats (1%), lighting (1%), and appliances (2%) and is trailing by a significant margin. Surveillance security systems on the other hand (4%) is the same size as all the categories in connected home devices put together. Connected car systems (e.g. Apple CarPlay) is the final category with only 1% of respondents having any access.

Different age groups are also interested in different devices. Unsurprisingly, young people own a lot of games consoles, whereas the biggest group of respondents who have access to surveillance systems is those over 65 years. The latter includes the biggest age group in Finland called 'Baby Boomers' with considerable purchasing power.

Compared to the penetration figures of IoT devices, there is rising interest in the different categories. Connected home entertainment retains first place when considering purchasing IoT devices in the next 12 months. Surprisingly, games consoles are not on the shopping list (only 3% are contemplating buying one in the next 12 months). This might be due to the fact that the current generation of consoles has been on the market for almost two years by now and their penetration is quite high already. The interesting thing is that when considering purchasing IoT devices in the next 12 months surveillance security systems is the second (shared) biggest category, and connected appliances is fourth.

In the big picture consumer interest in IoT is growing steadily but with small steps. But as the US market has showed us, with the surge of demand in wireless speakers and connected cars, the change is likely to be rapid in some categories. For example the adoption of smart home appliances is only 2% at the moment, but the desire to purchase one is 7%, over three-fold.

Figure 6: Purchase considerations for IoT devicesQuestion: Which, if any, of the following would you consider purchasing in the next 12 months?

2% 4% 6% 8% 10%

Smart TV 10%

Wireless speaker 9%

Surveillance security system 9%

A home appliance that can connect tothe Internet / be controlled using an app 7%

Video streaming devicethat you connect to the TV 5%

Smart lighting systems that canbe controlled with an app 4%

Games console 3%

Smart thermostat that canbe controlled with an app 3%

Connected car system 2%

0%

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2015. Base: All respondents (1,000)

14

Smartphones are increasingly integral to our retail experiences. Over 70% of Finnish smartphone users have browsed retailers’ sites on their smartphone and 28% of consumers are doing it on a weekly basis. Using a smartphone to provide a proof of purchase is also increasing its presence. Step by step printed proofs and certificates are becoming a thing of the past as smartphone proofs are gaining share: 63% of Finnish smartphone users have used their smartphones at least once to provide a proof of purchase.

In banking smartphones have gained their fair share of the market. Rapid adoption of mobile devices has led many financial institutions to quickly add digital channels for basic transactions. Mobile banking apps are already widely established and quite well used among consumers. Their popularity is a function of device penetration as well as consumer confidence. Nearly 30% of Finnish smartphone owners check their bank balances by using smartphones on a weekly basis. However, there is still potential for the market to grow as 51% of Finns have never used their smartphones for checking bank balances. Moreover, non-traditional players are emerging to offer mobile apps that make financial transactions even more effortless for customers. For example, the growth of peer-to-peer lending applications demonstrates how non-deposit funding is gaining increasing access to individuals.

Figure 7: Smartphone usage among Finnish adultsQuestion: How frequently, if at all, do you use your smartphone to do at least one of the following?

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2015Base: All respondents with a smartphone (726)

Mobile payments: A mixed outlook

The growing popularity of smartphones has also influenced payment methods. Slowly but steadily mobility and purchases are coming together, mainly driven by user-friendly applications.

0% 20% 40% 60% 80% 100%

Reserve a product online

Make an online purchase of a service

Make an in-store payment

Make an online purchase of a product

Pay a bill

Provide a proof of purchase

Transfer money to another individualin the country / in a different country

Check bank balances

Browse shopping websites/apps

Once or twice per day

Several times a week

Several times per day

Only used it once or twice

Never / I don't know

Less often than once a week

Once a week


Mobile payments won't replace the traditional wallet —at least not in the near futureThe journey we are on today has been long and the road ahead is likely to be just as difficult (yet rewarding). It is over 15 years since the first major joint venture was set up to enable mobile payments.6 Neither the wallet nor the purse is doomed, but mobile payments are becoming increasingly marginal, especially among youngsters, because of the smartphone. For the mainstream consumer, it will be many years before credit cards are entirely replaced, and cash’s anonymity may well mean it remains in circulation for generations.

In Finland, public parking and transportation are perceived as the most beneficial scenarios for using mobile payments. In these scenarios mobile payment apps are already quite well established but there is clearly interest towards the wider possibilities for mobile payments: of Finnish smartphone owners, 30% would like to use mobile payments when paying for a taxi and around 25% at coffee shops or when buying fast food. It is evident that mobile payment applications which are user-friendly and make our everyday lives easier are in demand.

It is good to point out that when asked to identify situations in which making payments by mobile would be helpful, 30% of respondents could not think of one. This indicates a limited understanding of the potential benefits of mobile payments.

Figure 8: Most beneficial scenarios to pay by using mobileQuestion: In which of the following scenarios would you find it beneficial to pay by using your mobile?

0% 20% 40% 60%

I don't know

Other

When shopping for clothing

When checking out of a hotel and paying the bill

While shopping in general on the high street / in a mall

When paying for restaurant bills

When paying for groceries

When using a petrol station's pay at pump option

When buying fast food

Coffee shops

When paying for a taxi

When using public transport

When using public parking 53%

52%

30%

26%

25%

18%

16%

14%

12%

10%

10%

4%

30%

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2015Base: All respondents who have not used (or are not sure if they have used) their phone to make an in-store purchase (646)

16

In-store mobile payments: Security is one of the main concernsIt is expected that in 2015 in-store smartphone purchases worldwide will increase by more than 1,000% from 2014.7 While the mobile wallet won’t replace the traditional wallet yet, 2015 will be a tipping point towards wider consumer adoption of in-store smartphone payments.

It is good to remember that enabling in-store mobile payments requires retailers to have NFC (contactless) card readers and the latest software uploaded. In addition, staff need to be familiar with the availability of the service, have a good understanding which phone models are compatible, and which cards are supported. The progression to in-store payment via mobile has been a struggle as blending retail systems and financial systems is a complex task.

Security issues seem to be one the main concerns for not using in-store mobile payments. Among Finnish smartphone users that have not yet used their phone to pay in-store, the most common reason given (cited by 37%) was ‘I don’t think they are secure enough’. Yet making a payment with a phone can be one of the most secure ways to pay at present as the fingerprint provides accurate authentication, and cannot be copied through observation as a PIN can be.8 The second most common reason for not using mobile payments is ‘I don’t see the benefits of using them’. It can be argued that the usefulness of in-store mobile payments for a wider audience is yet to be discovered.

The third reason, cited by 21%, was that they lacked the necessary app on their phone. Some respondents may have believed that they need to have an NFC-equipped phone to make in-store mobile payments, but the reality is that any smartphone can download an app which enables payments via two-dimensional barcodes.9

Figure 9: Reasons for not making in-store payments via mobile phonesQuestion: What are the main reasons why you don't use your phone to make payments in-store?

10% 20% 30% 40%

I don't know

This is not available in my country

I don't need to make any payments

The screen is too small

It's too complicated to set up/use

I was not aware that you can do this

I don't really understand all the different options

I don't know any stores that allow this

I don't have the necessary feature/app on my phone

I don't see any benefits from using them

I don't think they are secure enough

0%

37%

32%

21%

17%

10%

9%

8%

5%

3%

1%

12%

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2015Base: All respondents who have not used their phone to make an in-store purchase (628)

Mobile money transfers: Banks are trusted the mostWhen it comes to handling money, consumers in general are quite suspicious and precise. In recent years companies from various sectors have developed their own mobile payment services.

Banks easily beat other mobile payment service providers in consumer trust and are clearly seen as the most trusted institutions for financial transactions. More than 50% of Finnish respondents prefer to use their bank for transferring money by mobile. The next most trusted business category was other financial institutions, such as Visa or MasterCard.

Only few consumers said that they would like technology providers or mobile operators to process in-store purchases or transfer payments. Based on the results, it seems that banks still enjoy trust-based competitive advantage. They should make the most out of it now and defend their position against the threat from market disruptors who are increasingly interested in helping consumers conduct financial transactions wherever they and their mobile devices are.

Figure 10: Money transfer provider preferencesQuestion: Who would you prefer to process each of the following?

0%

20%

40%

60%

80%

I don't know

None of these / Other

I don't have a

preference

Social network

Technologyprovider

Mobileoperator

Financialinstitution

Money transferservice

Bank

In-store purchases using your mobile phone Transfer payments using your mobile phone

61%

50%

20%

11% 12% 11% 8% 10% 7% 4%7%

2%5%

9%4% 7%

27%30%

Source: FIN edition, Deloitte Global Mobile Consumer Survey, May-June 2015Base: Transfer payments using your mobile phone: All respondents who would like to use their phone to transfer money (107)In-store purchases using your mobile phone: All respondents who would like to use their phone to make an in-store payment (238)


18

Endnotes1 The fieldwork for the 2012, 2013, 2014 and 2015 survey results took place in Finland in May-June 2012, May-June 2013, May

2014 and May-June 2015 respectively. In all of these cases, the sample was nationally representative of the population aged 18-75.

2 Deloitte Mobile Consumer 2015: The UK Cut. Game of Phones. http://www.deloitte.co.uk/mobileuk

3 Open Signal app users: 5 million users worldwide, 1 million daily active users, 0 million data points on network performance daily http://opensignal.com

4 Casio’s history of wild wrist designs, The Verge, 29.6.2015: http://www.theverge.com/2015/6/29/8860737/casio-watches-smartwatch-features-photos-exhibition

5 1996 OnStar, GM Heritage Center: https://history.gmheritagecenter.com/wiki/index.php/1996,_OnStar

6 Visa, Nokia and MeritaNordbanken Group to Pilot Mobile Payment, Nokia, May 1999: http://company.nokia.com/en/news/press-releases/1999/05/24/visa-nokia-and-meritanordbanken-group-to-pilot-mobile-payment

7 Deloitte TMT Predictions, 2015: http://www2.deloitte.com/fi/en/pages/technology-media-and-telecommunications/articles/deloitte-tmt-predictions2015deloittefinlandtechnologymediaandtel.html

8 For a discussion on the security strengths of different payment systems, see Apple Pay: An in-depth look at what's behind the secure payment system, Engadget, 2 October 2014: http://www.engadget.com/2014/10/02/apple-pay-an-in-depth-look-at-whats-behind-the-secure-payment/

9 For more information, see Mobile Money for the Unbanked, GSMA, 16 January 2014: http://www.gsma.com/mobilefordevelopment/the-use-of-barcodes-in-mobile-payments-scanning-the-possibilities

About the research


The Finnish data cut is part of Deloitte’s Global Mobile Consumer Survey, a multi-country study of mobile phone users around the world. The 2015 study includes 49,000 respondents across 30 countries, and six continents.

Data cited in this report are based on a nationally representative sample of 1,000 Finnish consumers aged 18-75. The sample follows a country specific quota on age, gender, region, working, and socio-economic status. Fieldwork took place during May to June 2015 and was carried out online by Ipsos MORI, an independent research firm based on a question set provided by Deloitte.

This brief report provides a snapshot of some of the insights that the survey has revealed. Additional analyses such as smartphone purchasing channel, reasons for joining/leaving mobile operators, attitudes towards triple/quad play, and usage of communication services such as IM, SMS, and social networks are available upon request.

Results for other countries are also available upon request. For further information about this research, please contact: [email protected]

Contacts

Jukka-Petteri SuorttiPartner, Head of Technology, Media & Telecommunications020 7555 [email protected]

Sami SalmijärviSenior Manager020 7555 [email protected]

www.deloitte.fi

Deloitte provides audit, tax, consulting, and financial advisory services to public and private clients spanning multiple industries. With a globally connected network of member firms in more than 150 countries and territories, Deloitte brings world-class capabilities and high-quality service to clients, delivering the insights they need to address their most complex business challenges. Deloitte’s more than 200,000 professionals are committed to becoming the standard of excellence.

This communication contains general information only, and none of Deloitte Touche Tohmatsu Limited, its member firms, or their related entities (collectively, the “Deloitte Network”) is, by means of this communication, rendering professional advice or services. No entity in the Deloitte network shall be responsible for any loss whatsoever sustained by any person who relies on this communication.

Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. Please see www.deloitte.com/about for a more detailed description of DTTL and its member firms.

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