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National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 20 11

National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 20 11 Market Research Conducted by. Key Findings Consumer Switching Behaviour Research Background and Methodology Profile of Sample. Table of Contents. Key Findings. Key Findings - I.

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National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 20 11

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  1. National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 2011 Market Research Conducted by

  2. Key Findings Consumer Switching Behaviour Research Background and Methodology Profile of Sample Table of Contents

  3. Key Findings

  4. Key Findings - I • In the past year consumers are most likely to have switched providers for • car insurance (22%) • electricity (17%) • main grocery shop (17%) • Within the past three years almost 1 in 4 (24%) consumers have switched car insurance provider with 2 in 5 (41%) of those switching more than once • The highest incidence of multiple switching is found in the grocery sector, both main grocery (49%) and top-up grocery (57%) • Overall, across all categories, 79% of consumers, who had switched service providers in the last twelve months, said they had saved money as a result; with the highest incidence in the car insurance (88%) and home insurance (86%) sectors

  5. Key Findings - II • The main reason consumers gave for not switching product/service provider across all sectors is due to being happy with their current provider • 92% of those who switched found process easy • 55% of consumers who have switched service provider feel that they are receiving a better service • In the next year consumers are most likely to switch providers for • car insurance (19%) • home insurance (12%) • main grocery shop (11%)

  6. Consumer Switching Behaviour

  7. Extent of Switching Providers within the Past 12 Months (Base: All holders/purchasers of products/services) Switching Providers May/June ‘11 Primary Secondary Tertiary Yes Yes Yes

  8. Whether or Not Saved Money Due to Switching Provider (Base: All who have switched providers in the past 12 months) Main Grocery Shop 76% Home Insurance Provider 86% Car Insurance Provider 88% Mobile Telephone Provider 76% Electricity supply service 71% Fixed/Landline Telephone Provider 72% Broadband/Internet Access Provider 72% Top up Grocery Shop 67%

  9. Switching Behaviour – Primary (Base: All aged 15-74 – 1,000) Within the Past Year Within the Past 3 Years Incidence of Switching More Than Once % %

  10. Switching Behaviour – Secondary (Base: All aged 15-74 – 1,000) Within the Past Year Within the Past 3 Years Incidence of Switching More Than Once % % – – – –

  11. Reasons for Not Switching Provider Within Past 3 Years – I (Base: All that have not switched provider within the past 3 years) Happy with Current Provider No Better Deal Available Didn’t Want the Hassle Not Worth my While No Alternative Available Don’t Know % % % % % % – – – –

  12. Reasons for Not Switching Provider Within Past 3 Years – II (Base: All that have not switched provider within the past 3 years) Happy with Current Provider No Better Deal Available Didn’t Want the Hassle Not Worth my While No Alternative Available Don’t Know % % % % % % – –

  13. Experience of the Switching Process (Base: All who have switched providers in the past 12 months – 429) May/June 2011 Nov/Dec 2010 % % Very easy (5) 92% 88% Somewhat easy (4) Neither/Nor (3) Somewhat difficult (2) – Very difficult (1)

  14. Service Receiving with New Provider (Base: All who have switched providers in the past 12 months – 429) (2) Much better (5) Much worse (1) (4) 55% – 59% 61% – 56% – 69%

  15. Future Likelihood of Switching Providers within the Next 12 Months (Base: All aged 15-74 – 1,000) May/June ‘11 Nov/Dec ‘10 June 2010 Switching Providers Primary Secondary Tertiary Yes Yes Yes (-5%)

  16. Research Background and Methodology

  17. The research was conducted by means of face-to-face interviewing with 1,000 people between the ages of 15-74. To ensure that the data is nationally representative, quotas were applied on the basis of age, gender and social class. Interviewing was conducted over a four week period in May/June 2011. Research Background and Methodology Nov/Dec 2007 Aug 2008 Nov/Dec 2008 May/June 2009 Benchmark Wave 1 Wave 2 Wave 3 Nov/Dec 2009 June 2010 Nov/December 2010 May/June 2011 Wave 4 Wave 5 Wave 6 Wave 7 Current Wave

  18. Profile of Sample – I (Base: All aged 15-74 – 1,000) MAIN GROCERY SHOPPER % % % % 15-24 Dublin Male ABC1 F50+ Yes No 25-34 Rest of Leinster 35-44 45-54 Munster Female C2DE F50- 55+ Conn/ Ulster

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