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National Consumer Agency Consumer Switching Behaviour Market Research Findings August 2009

National Consumer Agency Consumer Switching Behaviour Market Research Findings August 2009 Research Conducted by. Table of Contents. A. Research Background & Methodology B. Profile of Sample KEY FINDINGS: SECTION 1: Consumer Switching Behaviour. B. Profile of Sample – I.

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National Consumer Agency Consumer Switching Behaviour Market Research Findings August 2009

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  1. National Consumer Agency Consumer Switching Behaviour Market Research Findings August 2009 Research Conducted by

  2. Table of Contents • A. Research Background & Methodology • B. Profile of Sample • KEY FINDINGS: • SECTION 1: Consumer Switching Behaviour

  3. B. Profile of Sample – I (Base: All aged 15-74 – 1,000) MAIN GROCERY SHOPPER % % % % 15-17 AB 18-24 Married Male C1 Yes No 25-34 Living as Married C2 35-44 Single 45-54 Female D 55-64 E Wid/Div/ Sep F50+ 65-74 F50-

  4. B. Profile of Sample – II – Internet Use () = figures from wave 2 ’08 (Base: All Respondents – 1,000) USE INTERNET EVER PURCHASED ONLINE BANKING ONLINE (Base: All Internet Users - 650) (Base: All Internet Users - 650) Yes Yes Yes No No No (36%) (34%) (42%) (58%) (64%) (66%) % Yes % Yes % Yes

  5. Section 1:Consumer Switching Behaviour

  6. Extent of Switching Providers – I –Primary & Secondary (Base: All aged 15-74 – 1,000) Switching Providers No Yes PRIMARY Wave 3 2009 Wave 2 2008 Wave 1 2008 (+4%) SECONDARY (+5%) (+8%)

  7. Extent of Switching Providers – II – Tertiary (Base: All aged 15-74 – 1,000) Switching Providers No Yes Wave 3 2009 Wave 2 2008 Wave 1 2008 TERTIARY (+4%)

  8. Reasons for Switching (Base: All aged 15-74 who switched providers – 557) Switching Providers % Wave 3 2009 Wave 2 2008

  9. Reason for Switching Providers – I (Base: All who switched providers for each service) Switching Providers Mobile provider Car Insurance Fixed line phone Broadband provider (Base: 275 (28%)) (Base: 110 (11%)) (Base: 162 (16%)) (Base: 144 (14%)) % % % % – Wave 3 2009 Wave 2 2008 Wave 1 2008

  10. Reason for Switching Providers – II (Base: All who switched providers for each service) Switching Providers Home Insurance Switched current a/c bank (Base: 140 (14%)) (Base: 120 (12%)) % % - Wave 3 2009 Wave 2 2008 Wave 1 2008

  11. Reason for Switching Providers – III (Base: All who switched providers for each service) Switching Providers Main Grocery Shop Top-up Grocery Shop (Base: 218 – (22%)) (Base: 191 – (19%)) % % (+7%) (+10%) Wave 3 2009 Wave 2 2008 Wave 1 2008

  12. Experience of the Switching Process (Base: All who have switched providers - 557) Wave 3 2009 Wave 2 2008 % % Very Difficult (5) Somewhat Difficult (4) Neither/Nor (3) Somewhat Easy (2) 82% easy 75% easy Very Easy (1) Not Stated

  13. Service Receiving with New Provider (Base: All who have switched service provider – 557) % Much better service (5) 69% Better service (4) The same/no difference (3) Worse service (2) – Much worse service (1) Don’t know * New Question Mean 4.0

  14. Whether Saved Money Due to Switching (Base: All who have switched providers – 557) Did you save money by switching providers? % No Don't know Yes # New Question

  15. Reason for Not Switching – I (Base: All who switched providers for each service) Not Switching Current A/C bank Fixed phone line Broadband provider Mobile provider (Base: 880) (Base: 838) (Base: 856) (Base: 725) % % % % – n/a n/a n/a n/a n/a n/a n/a n/a Wave 3 2009 Wave 2 2008 Wave 1 2008

  16. Reason for Not Switching – II (Base: All who switched providers for each service) Not Switching Health Insurance Car Insurance Home Insurance (Base: 948) (Base: 741) (Base: 858) % % % – – n/a n/a n/a n/a n/a n/a Wave 3 2009 Wave 2 2008 Wave 1 2008

  17. Reason for Not Switching – III (Base: All who switched providers for each service) Not Switching Main Grocery Shop Top-up Grocery Shop (Base: 782) (Base: 808) % % – – – – – – n/a n/a n/a n/a Wave 3 2009 Wave 2 2008 Wave 1 2008

  18. Future Likelihood of Switching Providers – Primary (Base: All aged 15-74 – 1,000) Switching Providers No Yes Wave 3 2009 Wave 2 2008 Wave 1 2008 (+9%)

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

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