Results of a survey of 1,000 adults about their switching motivations, experiences and intentions.

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

2. Table of Contents
2
 Profile of Sample
 KEY FINDINGS:
 SECTION 1: Switching Behaviour
Making Complaints

3. Profile of Sample – I
3
(Base: All aged 15-74 – 1,000)
% %
% % MARITAL SOCIAL MAIN GROCERY
SHOPPER
SEX AGE STATUS CLASS
15-24
21 Married
Male ABC1
40 Yes 53% 47% No
47 44
25-34 Making Complaints
23
Living as
Married
35-44 10
18
C2DE
Female 45-54 Single 52
53 19 35
55+ 19 Wid/Div/
Sep
11 F50+/ 8
F50-

4. Profile of Sample – II – Main Grocery Shoppers
(Base: All Mainly Responsible for Grocery Shopping in Home – 525)
4
% %
% %
MARITAL SOCIAL 53%
SEX 15-24 AGE STATUS CLASS
Male (21)
(47) 7 ABC1
25-34
21 (23) Married (40)
23 (44) 37
Making Complaints
35-44
51
(18)
21 Living as
Married
(10)
Female 11 C2DE
(53) 79 45-54
24 (52)
(19) Single 55
(35)
20
55+
(19) 25 Wid/Div/ F50+/
Sep 18 F50-
(11) (8) 8
( ) = Total Sample

5. Profile of Sample – III – Internet Use
() = figures from Wave 3
2009 (May /June 2009) (Base: All Respondents – 1,000)
5
USE INTERNET EVER PURCHASED BANKING
ONLINE ONLINE
(Base: All Internet Users - 702) (Base: All Internet Users - 702)
30% 31% 46%
No (35%) Yes No 69% Yes No 54% Yes
70% (29%) (51%) (49%)
(71%)
(65%)
Making Complaints
% Yes % Yes % Yes
Male 45
Male 71 Male 68
Female 47
Female 69 Female 69
15-24 26
15-24 91 15-24 56
25-34 56
25-34 83 25-34 78
35-44 54
35-44 79 35-44 77
45-54 53
45-54 63 45-54 64
55+ 49
55+ 30 55+ 68

6. 6
Section 1:
Switching Behaviour
Making Complaints

7. Extent of Switching Providers – Primary I
(Base: All aged 15-74 – 1,000)
7 Switched in last
No Yes 12 months*
75 21
67 28 Wave 4 2009
Mobile telephone provider 62% Wave 3 2009
68 25
66 29 Wave 2 2008
Wave 1 2008
58 21
51 26 64%
Car insurance provider 51 26
Making Complaints
53 24
67 15
Main grocery shop
62 22 40%
60 23
58 21
76 13
Top-up grocery shop
71 19 38%
69 19 * New question
69 18

8. Extent of Switching Providers – Primary II
(Base: All aged 15-74 – 1,000) Switched in
8
No Yes last 12 months*
74 11 (-5%)
79 16 47%
Wave 4 2009
Fixed/landline telephone provider 81 12 Wave 3 2009
80 15 Wave 2 2008
Wave 1 2008
67 11
Bank/financial institution who 64 12 34%
offers current a/c service 64 13
Making Complaints 67 12
58 11
61 14 54%
Home insurance provider 59 9
61 12
76 9 (-5%)
Broadband internet access 77 14 55% * New question
provider 74 6
76 11

9. Extent of Switching Providers – Tertiary – I
(Base: All aged 15-74 – 1,000) Switched in last
9
No Yes 12 months*
74 8 (+4%) Wave 4 2009
79 4 78% Wave 3 2009
Electricity supply service 81 –
Wave 2 2008
80 –
Wave 1 2008
67 6
64 9 49%
TV service provider e.g. Sky, ntl 64 7
Making Complaints 67 5
58 5
61 5 61%
Health insurance 59 6
61 6
76 4
Savings/investments provider
77 7 34% * New question
74 5
76 5

10. Reasons for Switching
11
(Base: All aged 15-74 who switched providers – 484)
%
75
I switched to get a better deal because 82 Wave 4 2009
my other provider was too expensive 80
Wave 3 2009
11
I switched due to poor customer service 14 Wave 2 2008
14
I switched due to recommendations from 11
15
friends/family members 14
10
reception Making Complaints
I switched due to poor coverage/poor 14
10
7
I switched for convenience 10
10
I switched due to problems I was having 5
8
with my provider 6
2
Other 6
3
1
Don't know/no particular reason 2
3

11. Experience of the Switching Process
12
(Base: All who have switched providers - 484)
Wave 4 2009 Wave 3 2009 Wave 2 2008
% % %
Very Difficult –
Somewhat Difficult 3 1 1
6 5
Neither/Nor /don’t know 16 11
19
Somewhat EasyMaking Complaints
29 32
30
82%
81% 75%
Very Easy 52 50 45

12. Service Receiving with New Provider
(Base: All who have switched service provider – 484)
13
Wave 4 2009 Wave 3 2009
% %
Much better service (5) 25 30
56% 69%
Making Complaints
Better service (4)31
39
The same/no difference (3) 23
Worse service (2) 4 25
Much worse service (1) –
Don’t know 17
1–
5
Mean 3.9 4.0

13. Future Likelihood of Switching
Providers – Primary
14
(Base: All aged 15-74 – 1,000)
No Yes
60 16 Wave 4 2009
Car insurance provider 58 16
60 15 Wave 3 2009
48 22 Wave 2 2008
82 10 Wave 1 2008
Mobile telephone provider 79 12
82 10
65 24
71 10
67 12
Making Complaints
Electricity Supply Service 76
65
3
11
70 9
Main grocery shop 68 13
65 16
52 22
77 9
Top-up grocery shop 74 13
72 15
58 17
Home Insurance Provider
62 9
59 10
62 9
51 16

14. 17
Amárach Research
11 Kingswood Business Centre
Citywest Business Campus
Dublin 24
Ireland
Making Complaints
Telephone: (+353 1) 410 5200
Email: info@amarach.com
Web : www.amarach.com
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