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National Consumer Agency Market Research Findings: Consumer Switching Behaviour February 20 12

National Consumer Agency Market Research Findings: Consumer Switching Behaviour February 20 12 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 February 20 12

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  1. National Consumer Agency Market Research Findings: Consumer Switching Behaviour February 2012 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 • 38% switched providers in the past year, consumers are most likely to have switched • car insurance (13%, ↓4%) • mobile phone provider (12%, ↑1%) • main grocery shop (10%, ↓4%) • Overall, across all categories, 85% of consumers, who had switched service providers in the last twelve months, said they had saved money as a result • 95% of those switching car insurance have saved money by doing so with the average amount saved indicated as €102 • 91% saved by switching house insurance where an average of €84 was saved

  5. Key Findings - II • 84% of consumers stated that they found the switching process easy • 50% of consumers who have switched in the past year have found the new service they receive to be better. Just 2% stated that the service they receive is worse • Not Switching? • The main reason is due to “satisfaction with the quality/level of service of current provider” • the next highest response “current supplier offers the best value for money”

  6. Consumer Switching Behaviour

  7. Extent of Switching Providers within the Past 12 Months (Base: All aged 15-74 – 1,000) Nov ‘11 May/June ‘11 Nov/Dec ‘10 Switching Providers Tertiary Primary Secondary Yes Yes Yes (-5%) (-5%) – – – * New question

  8. Switching Behaviour – Primary (Base: All aged 15-74 – 1,000) Within the Past Year More Than Once Within the Past 5 Years Saved money as a result of switching within the past 12 months % % * * * Caution small base

  9. Switching Behaviour – Secondary (Base: All aged 15-74 – 1,000) Within the Past Year More Than Once Within the Past 5 Years Saved money as a result of switching within the past 12 months % % * * * * * – – – – * Caution small base

  10. Average Amount Saved as a Result of Switching Provider (Base: All who stated that they saved money by switching providers in the past 12 months) Home Insurance Provider €84 Car Insurance Provider €102 Don’t Know = 10% Don’t Know = 12%

  11. Experience of the Switching Process (Base: All who have switched providers in the past 12 months – 383) May/June 2011 Nov/Dec 2010 November 2011 % % % Very easy (5) 84% 92% 88% Somewhat easy (4) Neither/Nor (3) Somewhat difficult (2) – – Very difficult (1)

  12. Service Receiving with New Provider (Base: All who have switched service provider - 383) (2) (4) Much better (5) Much worse (1) 1 1 50% 1 55% – 59% 61% – 56%

  13. Reasons for Remaining with Current Provider – I (Base: All that have not switched provider within the past 12 months) Bank Mortgage Credit Provider Credit Card Provider Savings/ Investment Provider Provider of Credit Waste Services % % % % % % – –

  14. Reasons for Remaining with Current Provider – II (Base: All that have not switched provider within the past 12 months) Fixed Landline Broad- Band Mobile Phone TV Service Main GroceryShop Top Up Grocery Shop % % % % % % – – –

  15. Reasons for Remaining with Current Provider – III (Base: All that have not switched provider within the past 12 months) Health Insurance Car Insurance Home Insurance Electricity Supply Service Gas Supply Service Gym Membership % % % % % % – – –

  16. Research Background and Methodology

  17. Research Background and Methodology • 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 November 2011. Nov/Dec 2007 Aug 2008 Nov/Dec 2008 May/June 2009 Benchmark Wave 1 Wave 2 Wave 3 Nov/Dec 2009 Nov/December 2010 May/June 2011 June 2010 Wave 4 Wave 5 Wave 6 Wave 7 Nov 2011 Current Wave Wave 8

  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

  19. Profile of Sample – II – Internet Use (Base: All aged 15-74 – 1,000) USE INTERNET EVER PURCHASED ONLINE BANKING ONLINE (Base: All Internet Users - 762) (Base: All Internet Users - 762) (25%) Yes Yes Yes (30%) No No No (51%) (49%) (70%) (75%) % Yes % Yes % Yes () = May/June 2011

  20. Profile of Sample – III – Social Media (Base: All aged 15-74 – 1,000) Nov 2011 May/June 2011 Higher Amongst Type of phone % Regular users of ....... % 15-24 86% ABC1F50 59% Dublin 55% (21) Have a ‘Smart phone’ 15-24 21% 55+ 86% C2DEF50- 56% Munster 53% () = May/June 2011

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