National Consumer Agency Switching Behaviour Market Research Findings

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 Making Complaints

3 Profile of Sample – I (Base: All aged 15 -74 – 1, 000) % % % MAIN GROCERY SHOPPER % 15 -24 Married Male 25 -34 ABC 1 Making Complaints Living as Married 35 -44 C 2 DE Female 45 -54 55+ Single Wid/Div/ Sep F 50+/ F 50 - Yes No

4 Profile of Sample – II – Main Grocery Shoppers (Base: All Mainly Responsible for Grocery Shopping in Home – 525) % % Male (47) % % 15 -24 (21) 25 -34 (23) Married (44) ABC 1 (40) Making Complaints 35 -44 (18) Female (53) 45 -54 (19) 55+ (19) ( ) = Total Sample Living as Married (10) Single (35) Wid/Div/ Sep (11) C 2 DE (52) F 50+/ F 50(8)

5 Profile of Sample – III – Internet Use () = figures from Wave 3 2009 (May /June 2009) (Base: All Respondents – 1, 000) USE INTERNET No Yes (35%) (65%) EVER PURCHASED ONLINE BANKING ONLINE (Base: All Internet Users - 702) No (29%) Yes No (51%) Making Complaints % Yes (71%) % Yes Male Female 15 -24 25 -34 35 -44 45 -54 55+ (49%) Male Female 15 -24 25 -34 35 -44 45 -54 55+ Yes

6 Section 1: Switching Behaviour Making Complaints

7 Extent of Switching Providers – Primary I (Base: All aged 15 -74 – 1, 000) No Yes Switched in last 12 months* Mobile telephone provider 62% Car insurance provider 64% Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 Making Complaints Main grocery shop 40% Top-up grocery shop 38% * New question

8 Extent of Switching Providers – Primary II (Base: All aged 15 -74 – 1, 000) Yes No Switched in last 12 months* (-5%) Fixed/landline telephone provider 47% Bank/financial institution who offers current a/c service 34% Home insurance provider 54% Making Complaints Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 (-5%) Broadband internet access provider 55% * New question

9 Extent of Switching Providers – Tertiary – I (Base: All aged 15 -74 – 1, 000) No Yes Switched in last 12 months* (+4%) Electricity supply service – – 78% TV service provider e. g. Sky, ntl 49% Health insurance 61% Savings/investments provider 34% Making Complaints Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 * New question

11 Reasons for Switching (Base: All aged 15 -74 who switched providers – 484) % 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 Making Complaints 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 2009 Wave 3 2009 Wave 2 2008

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

13 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% Making Complaints Better service (4) The same/no difference (3) Worse service (2) Much worse service (1) Don’t know Mean – – 3. 9 4. 0

14 Future Likelihood of Switching Providers – Primary (Base: All aged 15 -74 – 1, 000) No Yes Car insurance provider Mobile telephone provider Making Complaints Electricity Supply Service Main grocery shop Top-up grocery shop Home Insurance Provider Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008