The market research conducted by the National Consumer Agency reveals consumer experiences with direct selling, specifically through door-to-door and telephone sales over the past year. Key findings indicate that 41% of consumers experienced door-to-door selling and 24% telephone selling, with significant pressure reported in both methods, particularly in energy and telecommunications sectors. The study highlights varying experiences related to consumer rights knowledge and the effectiveness of information provided during the selling process.

1. National Consumer Agency Market Research Findings: Consumer Experiences with Direct Selling August 20 11 Market Research Conducted by

2. Key Findings Section 1: Door-to-Door Selling Section 2: Telephone Sales Research Background and Methodology Profile of Sample Table of Contents

3. Key Findings

4. Key Findings Direct Selling Door-to-Door Selling Telephone Sales Experienced in the past 12 months % of all consumers 41% 24% Most commonly contacted by Energy suppliers 79% received calls – of this 30% signed up Telecommunications 76% received calls – of this 12% signed up 2nd most common Telecommunications 43% received calls – of this 18% signed up Energy suppliers 40% received calls – of this 10% signed up Of those who signed up - informed of right to cancel purchase 57% 42% Of those who signed up - felt pressurised into signing up 21% 20%

5. Section 1: Door-to-Door Selling

6. Experience of Door-to-Door Selling Yes Yes (Base: All aged 15-74 – 1,000) % % Experienced Somebody Trying to Sell You a Product/Service Experienced Somebody Trying to Get You to Switch from Current Provider Higher amongst Living in Dublin 43% 35-54 Year olds 42% Higher amongst Living in Dublin 41% 45-54 Year olds 42% Part-time employed 41%

7. Categories of Product/Service Sold and Incidence of Switching/Signing up * All others 1% or less * Caution small base % (Base: All who experienced door-to-door selling in past 12 months - 405) % Purchase/Switched * * * * * Energy suppliers Telecommunications TV Service Home Improvements, Gardening etc. Catalogue sales Monitored home security system Others*

8. Information Provided at the Door % (Base: All who experienced door-to-door selling in past 12 months - 405) Strongly Agree (5) 57% 21% % Felt Pressurised into Signing up/Taking out Product/Service % Agree (4) Neither/ Nor (3) Strongly Disagree (1) Disagree (2) 2.6 3.5 Mean Score: Offer was Fully Explained Before Signing Up % 47% Was informed of my right to cancel any purchase Received written information on product/service before signing up

9. Cancellation Form & Expectations Yes Yes (Base: All who signed up to a product/service at the door - 130) % % Receipt of cancellation form upon sign up/switch? Product/service Received Correspond to Information given by Sales Person? Higher amongst: 35-44 Year olds 34% Knowledgeable regards consumer rights 33% Protected regards consumer rights 33% Confident regards consumer rights 32% Higher amongst ABC1/F50+ 91% Females 88% Knowledgeable regards consumer rights 88% Protected regards consumer rights 89%

10. Section 2: Telephone Sales

11. Experience of Telephone Selling No Yes No Yes (Base: All aged 15-74 – 1,000) % % Experienced Somebody Trying to Sell You a Product/Service Experienced Somebody Trying to Get You to Switch from Current Provider Higher amongst: 45-54 Year olds 29% Higher amongst: 45-54 Year olds 28%

12. Categories of Product/Service Sold over the Phone and Incidence of Switching/Signing up * All others 1% or less * Caution small base % (Base: All who experienced direct phone selling in past 12 months - 242) % Purchase/Switched * * * * * * Telecommunications Energy suppliers TV Service Home Improvements, Gardening etc. Monitored home security system Catalogue sales Others*

13. Information Provided Over the Phone % (Base: All who experienced direct phone selling in past 12 months - 242) Strongly Agree (5) 43% 20% % Felt Pressurised into Signing up/Taking out Product/Service % Agree (4) Neither/ Nor (3) Strongly Disagree (1) Disagree (2) 2.7 3.3 Mean Score: Offer was Fully Explained Before Signing Up 41% Was informed of my right to cancel any purchase

14. Research Background and Methodology

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

16. 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