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National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 2010

National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 2010 Research Conducted by. Consumer Switching Behaviour Research Background & Methodology Profile of Sample. Contents. Key Findings.

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National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 2010

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

  2. Consumer Switching Behaviour Research Background & Methodology Profile of Sample Contents

  3. Key Findings To get a better deal continues to be the most influential driver of consumer switching behaviour. Across 17 key categories, consumers were most likely to have switched mobile telephone provider and car insurance provider. The biggest increase since the last wave is the number of consumers who have switched electricity supply service provider. Overall, across all categories, (excluding main and top up grocery shop which are examined in more detail in a separate report on grocery shopping) 83% of consumers, who had switched service providers in the last twelve months, said they had saved money as a result. Circa 4 in 5 (79%) consumers who had switched providers considered it to be an easy process relatively consistent with previous wave. Just over 3 in 5 (61%) consumers who have switched service provider feel that they are receiving a better service. A further 26% of consumers who have switched reported that they are receiving the same level of service.

  4. Extent of Switching Providers – Primary (Base: All aged 15-74 – 1,000) Switching Providers Yes (+6%) (+5%) (+6%) (+7%) (+6%) ( ) = Wave 4 2009 Wave 5 2010 Wave 4 2009 Wave 3 2009

  5. Extent of Switching Providers – Secondary (Base: All aged 15-74 – 1,000) Switching Providers Yes Wave 5 2010 Wave 4 2009 Wave 3 2009 ( ) = Wave 4 2009

  6. Extent of Switching Providers – Tertiary (Base: All aged 15-74 – 1,000) Wave 5 2010 Wave 4 2009 Wave 3 2009 Switching Providers Yes ( ) = Wave 4 2009

  7. Whether or Not Saved Money Due to Switching Provider (Base: All who have switched providers in the past 12 months) Electricity supply service 92% Home Insurance Provider 88% Car Insurance Provider 84% Mobile Telephone Provider 76% Broadband/Internet Access Provider 76% Bank/Financial Institution 66% TV Service Provider 74% Fixed/Landline Telephone Provider 63% Across all categories, (excluding main and top up grocery shop which are examined in more detail in a separate report on grocery shopping) 83% of consumers, who had switched service providers in the last twelve months, said they had saved money as a result.

  8. Reasons for Switching (Base: All aged 15-74 who switched providers – 562) Switching Providers % Wave 5 2010 Wave 4 2009 Wave 3 2009

  9. Experience of the Switching Process (Base: All who have switched providers - 562) Wave 5 2010 Wave 4 2009 Wave 3 2009 Wave 2 2008 % % % % Very Difficult (5) – Somewhat Difficult (4) Neither/Nor /don’t know(3) Somewhat Easy (2) 79% 81% 82% 75% Very Easy (1)

  10. Service Receiving with New Provider (Base: All who have switched service provider – 562) Wave 5 2010 Wave 4 2009 Wave 3 2009 % % % Much better service (5) 56% 69% 61% Better service (4) The same/no difference (3) Worse service (2) – Much worse service (1) Don’t know – Mean 4.0 3.9 4.0

  11. Future Likelihood of Switching Providers – Primary (Base: All aged 15-74 – 1,000) Switching Providers Yes Wave 5 2010 Wave 4 2009 Wave 3 2009 76% of those who are likely to switch provider within the next 12 months are likely to do so in order to get a better deal as they feel their current provider is too expensive.

  12. Future Likelihood of Switching Providers – Secondary (Base: All aged 15-74 – 1,000) Switching Providers Yes Wave 5 2010 Wave 4 2009 Wave 3 2009

  13. Future Likelihood of Switching Providers – Tertiary (Base: All aged 15-74 – 1,000) Wave 5 2010 Wave 4 2009 Wave 3 2009 Switching Providers Yes

  14. Amárach Research conducted the research by means of face-to-face interviewing with 1,000 people between the ages of 15-74. In all, 6 comparable “Waves” of Market Research have been completed since November / December 2007. 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 June 2010. Research Background and Methodology Nov/Dec 2007 Aug 2008 Nov/Dec 2008 Benchmark Wave 1 Wave 2 May/June 2009 Nov/Dec 2009 June 2010 Wave 3 Wave 4 Wave 5 Current Wave

  15. 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 F50+/ F50- Wid/Div/ Sep 55+ Not stated Not stated

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