National Consumer Agency

Switching Behaviour Market Research Findings

Febuary 2010Research Conducted by

2

Making Complaints

Profile of Sample

KEY FINDINGS:

SECTION 1: Switching Behaviour

Table of Contents

3

Making Complaints

21

44 40

23

52

18

35

8

19

1119

47

10

53

SEX AGEMARITALSTATUS

SOCIALCLASS

Profile of Sample – I

(Base: All aged 15-74 – 1,000)

Male

Female

% %

% %

15-24

25-34

35-44

45-54

55+

Married

Living as Married

Single

Wid/Div/Sep

ABC1

C2DE

F50+/F50-

MAIN GROCERY SHOPPER

Yes No47%53%

4

Making Complaints

7

513723

55

21

20

8

24

1825

21

1179

SEX AGEMARITALSTATUS

SOCIALCLASS

Profile of Sample – II – Main Grocery Shoppers

(Base: All Mainly Responsible for Grocery Shopping in Home – 525)

Male(47)

Female(53)

% %

% %

15-24(21)

25-34(23)

35-44(18)

45-54(19)

55+(19)

Married(44)

Living as Married(10)

Single(35)

Wid/Div/Sep(11)

ABC1(40)

C2DE(52)

53%

( ) = Total Sample

F50+/F50-(8)

5

Making Complaints46%54%69%31%

Profile of Sample – III – Internet Use

(Base: All Respondents – 1,000)

USE INTERNET

No Yes

EVER PURCHASED ONLINE

No Yes

BANKING ONLINE

No Yes

(Base: All Internet Users - 702) (Base: All Internet Users - 702)

70%30%

() = figures from Wave 3 2009 (May /June 2009)

(65%)

(35%)(49%)(51%)(29%)

(71%)

71

69

91

83

79

63

30

Male

Female

15-24

25-34

35-44

45-54

55+

% Yes

68

69

56

78

77

64

68

Male

Female

15-24

25-34

35-44

45-54

55+

% Yes45

47

26

56

54

53

49

Male

Female

15-24

25-34

35-44

45-54

55+

% Yes

6

Making Complaints

Section 1:Switching Behaviour

7

Making Complaints

21282529

21262624

15222321

13191918

53

69697176

58606267

5151

58

66

6768

75

Extent of Switching Providers – Primary I

(Base: All aged 15-74 – 1,000)

Mobile telephone provider

Car insurance provider

Main grocery shop

Top-up grocery shop

YesNo

Wave 4 2009Wave 3 2009Wave 2 2008Wave 1 2008

* New question

Switched in last 12 months*

62%

64%

40%

38%

8

Making Complaints

11161215

11121312

1114912

91461176

74

7677

61596158

6467

6467

80817974

(Base: All aged 15-74 – 1,000)

Fixed/landline telephone provider

Bank/financial institution who offers current a/c service

Home insurance provider

Broadband internet accessprovider

YesNo

Wave 4 2009Wave 3 2009Wave 2 2008Wave 1 2008

* New question

Switched in last 12

months*

47%

34%

54%

55%

(-5%)

(-5%)

Extent of Switching Providers – Primary II

9

Making Complaints

84

6975

5566

475576

7774

76

61596158

6764

6764

80817974

Extent of Switching Providers – Tertiary – I

(Base: All aged 15-74 – 1,000)

Electricity supply service

TV service provider e.g. Sky, ntl

Health insurance

Savings/investments provider

–

No

* New question

Switched in last 12 months*

78%

49%

61%

34%

–

(+4%)

Yes

Wave 4 2009Wave 3 2009Wave 2 2008Wave 1 2008

11

Making Complaints

Reasons for Switching

(Base: All aged 15-74 who switched providers – 484)

75

11

11

10

7

5

2

1

82

14

15

14

10

8

6

2

80

14

14

10

10

6

3

3

I switched to get a better deal because my other provider was too expensive

I switched due to poor customer service

I switched due to recommendations from friends/family members

I switched due to poor coverage/poor reception

I switched for convenience

I switched due to problems I was having with my provider

Other

Don't know/no particular reason

%

Wave 4 2009Wave 3 2009Wave 2 2008

12

Making Complaints

1 13 6 516 11 19

3230

52 50 45

29

Experience of the Switching Process

(Base: All who have switched providers - 484)

%Very DifficultSomewhat Difficult

Neither/Nor /don’t know

Somewhat Easy

Very Easy

75%82%

%

Wave 3 2009 Wave 2 2008

81%

%

Wave 4 2009

–

13

Making Complaints

25 30

31

39

23

25

1175

4

Service Receiving with New Provider

(Base: All who have switched service provider – 484)

Much better service (5)

–

Better service (4)

The same/no difference (3)

Worse service (2)Much worse service (1)

Don’t know

69%

Mean 4.0

%

Wave 3 2009

%

Wave 4 2009

3.9

56%

–

14

Making Complaints

16161522

10121024

10123119131622913151791091651

5962

62

7472

58

77

65

70

52

68

71

7665

67

7982

65

82

58

4860

60

Future Likelihood of Switching Providers – Primary

(Base: All aged 15-74 – 1,000)

Car insurance provider

Mobile telephone provider

Electricity Supply Service

Main grocery shop

Top-up grocery shop

Home Insurance Provider

YesNo

Wave 4 2009Wave 3 2009Wave 2 2008Wave 1 2008