Upload
theodora-floyd
View
215
Download
3
Embed Size (px)
Citation preview
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