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National Consumer Agency Switching Behaviour Market Research Findings Febuary 20 10

National Consumer Agency Switching Behaviour Market Research Findings Febuary 20 10 Research Conducted by. Table of Contents. Profile of Sample KEY FINDINGS: SECTION 1: Switching Behaviour. Profile of Sample – I. (Base: All aged 15-74 – 1,000). %. %. MAIN GROCERY SHOPPER. %. %.

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National Consumer Agency Switching Behaviour Market Research Findings Febuary 20 10

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  1. National Consumer Agency Switching Behaviour Market Research Findings Febuary 2010 Research Conducted by

  2. Table of Contents • Profile of Sample • KEY FINDINGS: • SECTION 1: Switching Behaviour

  3. Profile of Sample – I (Base: All aged 15-74 – 1,000) % % MAIN GROCERY SHOPPER % % 15-24 Married Male ABC1 Yes No 25-34 Living as Married 35-44 C2DE Single 45-54 Female 55+ Wid/Div/ Sep F50+/ F50-

  4. Profile of Sample – II – Main Grocery Shoppers (Base: All Mainly Responsible for Grocery Shopping in Home – 525) % % % % 15-24 (21) Male (47) ABC1 (40) 25-34 (23) Married (44) 35-44 (18) Living as Married (10) Female (53) C2DE (52) 45-54 (19) Single (35) 55+ (19) Wid/Div/ Sep (11) F50+/ F50- (8) ( ) = Total Sample

  5. Profile of Sample – III – Internet Use () = figures from Wave 3 2009 (May /June 2009) (Base: All Respondents – 1,000) USE INTERNET EVER PURCHASED ONLINE BANKING ONLINE (Base: All Internet Users - 702) (Base: All Internet Users - 702) Yes Yes Yes No No No (35%) (29%) (49%) (51%) (71%) (65%) % Yes % Yes % Yes

  6. Section 1:Switching Behaviour

  7. Extent of Switching Providers –Primary I (Base: All aged 15-74 – 1,000) No Yes Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 * New question

  8. Extent of Switching Providers –Primary II (Base: All aged 15-74 – 1,000) Yes No (-5%) Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 (-5%) * New question

  9. Extent of Switching Providers – Tertiary – I (Base: All aged 15-74 – 1,000) No Yes (+4%) Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 – – * New question

  10. Reasons for Switching (Base: All aged 15-74 who switched providers – 484) % Wave 4 2009 Wave 3 2009 Wave 2 2008

  11. Experience of the Switching Process (Base: All who have switched providers - 484) Wave 4 2009 Wave 3 2009 Wave 2 2008 % % % VeryDifficult – Somewhat Difficult Neither/Nor /don’t know Somewhat Easy 82% 75% 81% Very Easy

  12. Service Receiving with New Provider (Base: All who have switched service provider – 484) Wave 4 2009 Wave 3 2009 % % Much better service (5) 56% 69% Better service (4) The same/no difference (3) Worse service (2) – Much worse service (1) Don’t know – Mean 3.9 4.0

  13. Future Likelihood of Switching Providers – Primary (Base: All aged 15-74 – 1,000) No Yes Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008

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