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Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
Nca switching-behaviour-sept-2010
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Nca switching-behaviour-sept-2010

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27 September 2010 - NCA survey shows that 83% of consumers who switched service providers in past 12 months said they had saved money. For more see http://www.nca.ie

27 September 2010 - NCA survey shows that 83% of consumers who switched service providers in past 12 months said they had saved money. For more see http://www.nca.ie

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  • 1. National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 2010 Research Conducted by
  • 2. <ul><li>Consumer Switching Behaviour </li></ul><ul><li>Research Background & Methodology </li></ul><ul><li>Profile of Sample </li></ul>Contents
  • 3. Key Findings <ul><li>To get a better deal continues to be the most influential driver of consumer switching behaviour. </li></ul><ul><li>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. </li></ul><ul><li>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. </li></ul><ul><li>Circa 4 in 5 (79%) consumers who had switched providers considered it to be an easy process relatively consistent with previous wave . </li></ul><ul><li>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. </li></ul>
  • 4. Extent of Switching Providers – Primary (Base: All aged 15-74 – 1,000) Yes Wave 5 2010 Wave 4 2009 Wave 3 2009 ( ) = Wave 4 2009 (+6%) (+5%) (+6%) (+7%) (+6%) Mobile telephone provider Car Insurance provider Fixed/landline telephone provider Main grocery shop Electricity supply service Broadband/internet access provider Switched in last 12 months 49% (62%) 57% (64%) 45% (47%) 47% (40%) 80% (78%) 58% (55%) Switching Providers
  • 5. Extent of Switching Providers – Secondary (Base: All aged 15-74 – 1,000) Yes Wave 5 2010 Wave 4 2009 Wave 3 2009 ( ) = Wave 4 2009 Bank/financial institution who offers Current A/C service Top-up Grocery Shop Home Insurance Provider TV Service Provider e.g. Sky, NTL Health Insurance Provider Credit Card Provider Switched in last 12 months 38% (34%) 44% (38%) 57% (54%) 50% (49%) 53% (61%) 38% (38%) Switching Providers
  • 6. Extent of Switching Providers – Tertiary (Base: All aged 15-74 – 1,000) Yes Wave 5 2010 Wave 4 2009 Wave 3 2009 ( ) = Wave 4 2009 Gym membership Savings/investment provider Gas supply service Provider of credit (more than 1 year but excluding mortgage) Mortgage Credit provider Switched in last 12 months 37% (52%) 29% (34%) 61% (57%) 8% (37%) 14% (50%) Switching Providers
  • 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% Mobile Telephone Provider 76% Car Insurance Provider 84% Broadband/Internet Access Provider 76% TV Service Provider 74% Fixed/Landline Telephone Provider 63% Bank/Financial Institution 66% 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) % Wave 5 2010 Wave 4 2009 Wave 3 2009 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 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 Switching Providers
  • 9. Experience of the Switching Process (Base: All who have switched providers - 562) % Very Difficult (5) Somewhat Difficult (4) Neither/Nor /don’t know(3) Somewhat Easy (2) Very Easy (1) 75% 82% % Wave 3 2009 Wave 2 2008 81% % Wave 4 2009 – % Wave 5 2010 79%
  • 10. Service Receiving with New Provider (Base: All who have switched service provider – 562) Much better service (5) – Better service (4) The same/no difference (3) Worse service (2) Much worse service (1) Don’t know 69% Mean 4.0 % Wave 3 2009 % Wave 4 2009 3.9 56% – % Wave 5 2010 61% 4.0
  • 11. Future Likelihood of Switching Providers – Primary (Base: All aged 15-74 – 1,000) 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. Switching Providers Car insurance provider Home insurance provider Mobile telephone provider Main grocery shop Top-up grocery shop Electricity supply service
  • 12. Future Likelihood of Switching Providers – Secondary (Base: All aged 15-74 – 1,000) Yes Wave 5 2010 Wave 4 2009 Wave 3 2009 Switching Providers Bank/financial institution who offers current a/c service Broadband internet access provider Fixed/landline telephone provider Health insurance TV service provider e.g. Sky, NTL Credit Card provider
  • 13. Future Likelihood of Switching Providers – Tertiary (Base: All aged 15-74 – 1,000) Yes Wave 5 2010 Wave 4 2009 Wave 3 2009 Switching Providers Savings/investments provider Gym membership Gas supply service Provider of credit (more than 1 year but exc. Mortgage) Mortgage credit provider
  • 14. <ul><li>Amárach Research conducted the research by means of face-to-face interviewing with 1,000 people between the ages of 15-74. </li></ul><ul><li>In all, 6 comparable “Waves” of Market Research have been completed since November / December 2007. </li></ul><ul><li>To ensure that the data is nationally representative, quotas were applied on the basis of age, gender and social class. </li></ul><ul><li>Interviewing was conducted over a four week period in June 2010. </li></ul>Research Background and Methodology Nov/Dec 2007 Aug 2008 Nov/Dec 2008 May/June 2009 Nov/Dec 2009 June 2010 Benchmark Wave 3 Wave 4 Wave 1 Wave 2 Wave 5 Current Wave
  • 15. Profile of Sample – I (Base: All aged 15-74 – 1,000) Male Female % % % % 15-24 25-34 35-44 45-54 55+ Married Living as Married Single Wid/Div/ Sep ABC1 C2DE F50+/ F50- MAIN GROCERY SHOPPER Yes No Not stated Not stated

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