February 2012 - market research on switching behaviour of Irish consumers

1. National Consumer Agency Market Research Findings: Consumer Switching Behaviour February 20 12 Research Conducted by

3. Key Findings

6. Consumer Switching Behaviour

7. Extent of Switching Providers within the Past 12 Months (Base: All aged 15-74 with each product/service – 1,000) Yes Nov ‘11 May/June ‘11 Nov/Dec ‘10 Primary Secondary Tertiary Yes Yes – – – (-5%) (-5%) * New question Car Insurance Electricity supply service Mobile telephone provider Main grocery shop Top up grocery shop Broadband/internet access provider Switching Providers Fixed line telephone provider Home insurance provider Heath insurance provider Gas supply service Bank financial institution with current A/C service TV service provider Gym membership Savings/investment provider Credit card provider Provider of credit (more than 1 year but excluding mortgage) Mortgage credit provider Waste service provider*

8. Switching Behaviour – Primary * Caution small base % Within the Past Year More Than Once Within the Past 5 Years % (Base: All aged 15-74 with each product/service – 1,000) * * Saved money as a result of switching within the past 12 months Car insurance provider Electricity supply service Broadband internet access Main grocery shop Fixed/landline telephone Home insurance provider Mobile phone provider Top up grocery shop Health insurance provider Gas supply service

9. Switching Behaviour – Secondary * Caution small base % % (Base: All aged 15-74 with each product/service – 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 Gym membership TV service provider Bank/financial institution Credit card provider Savings/investments provider Mortgage credit provider Provider of credit longer than one year excluding mortgage loans Waste Services

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) Very easy (5) Somewhat easy (4) Somewhat difficult (2) Very difficult (1) Neither/Nor (3) 92% 88% % % May/June 2011 Nov/Dec 2010 – – 84% % November 2011

12. Service Receiving with New Provider (Base: All who have switched service provider - 383) (4) Much better (5) (2) Much worse (1) 59% 61% 56% 55% 1 – 50% 1 1 – November 2011 June 2011 November/December 2010 June 2010 November/December 2009 The same/ Don’t know Mean Score 48 3.8 42 3.8 39 3.9 36 4.0 40 3.9

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 – – Current supplier offers the best value for money Time and money needed to switch outweigh the benefits Happy with the quality/level of service currently provided Too difficult to determine who provides the best value for money Cannot switch due to limitations No convenient alternative provider Other Don’t know

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 – – – Current supplier offers the best value for money Time and money needed to switch outweigh the benefits Happy with the quality/level of service currently provided Too difficult to determine who provides the best value for money Cannot switch due to limitations No convenient alternative provider Other Don’t know

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 – – – Current supplier offers the best value for money Time and money needed to switch outweigh the benefits Happy with the quality/level of service currently provided Too difficult to determine who provides the best value for money Cannot switch due to limitations No convenient alternative provider Other Don’t know

16. Research Background and Methodology

18. Profile of Sample - I (Base: All aged 15-74 – 1,000) Male Female % % % % 15-24 25-34 35-44 45-54 55+ Dublin Rest of Leinster Munster Conn/ Ulster ABC1 F50+ C2DE F50- MAIN GROCERY SHOPPER Yes No

19. Profile of Sample – II – Internet Use (Base: All aged 15-74 – 1,000) USE INTERNET No Yes EVER PURCHASED ONLINE No Yes BANKING ONLINE No Yes (Base: All Internet Users - 762) (Base: All Internet Users - 762) () = May/June 2011 (75%) (25%) (49%) (51%) (30%) (70%) % Yes % Yes % Yes Male Female 15-24 25-34 35-44 45-54 55+ Male Female 15-24 25-34 35-44 45-54 55+ Male Female 15-24 25-34 35-44 45-54 55+

20. Profile of Sample – III – Social Media Type of phone Regular users of ....... (Base: All aged 15-74 – 1,000) % Higher Amongst % Have a ‘Smart phone’ () = May/June 2011 Nov 2011 May/June 2011 (21) 15-24 86% ABC1F50 59% Dublin 55% 15-24 21% 55+ 86% C2DEF50- 56% Munster 53% Higher amongst : 15-24’s 25-34’s ABC1/F50+ Working full time Students Dublin Facebook Twitter Bebo Linkedin None of These