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National Consumer Agency Market Research Findings: Making Complaints - Consumer Behaviour and Experiences September 2012 Research Conducted by.

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Presentation on theme: "National Consumer Agency Market Research Findings: Making Complaints - Consumer Behaviour and Experiences September 2012 Research Conducted by."— Presentation transcript:

1 National Consumer Agency Market Research Findings: Making Complaints - Consumer Behaviour and Experiences September 2012 Research Conducted by

2 2 Making Complaints www.nca.ie  Key Findings  Making Complaints - Consumer Behaviour and Experiences  Research Background and Methodology  Profile of Sample Table of Contents

3 3 Making Complaints www.nca.ie Key Findings

4 4 Making Complaints www.nca.ie Key Findings – I Complaints: 83% of consumers state that they are willing to complain if they were dissatisfied with a good or service they had purchased Almost 1 in 4 (23%) have had reason to complain about a product/service in the past 12 months 82% of those who had cause to complain actually complained Faulty product/service was the main reason for making a complaint as cited by 57% of respondents There has been a significant decrease of 20% points to 58%, in those who found the complaints process easy in comparison to a year ago

5 5 Making Complaints www.nca.ie Key Findings - II Complaints: 3 in 4 (75%) consumers have had their complaint completely resolved and of those 86% were satisfied with the way their complaint was handled The method of purchase was found to be a factor in terms of whether a consumer is likely to complain, with consumers most likely to complain in relation to in-store purchases Seeking Redress: In relation to seeking redress for unresolved complaints; almost a third (31%) of consumers are unaware of the options which may be available to them; awareness of the small claims court is the best known option, cited by 28% of consumers 56% stated that they are unaware of any out of court methods available for consumer disputes

6 6 Making Complaints www.nca.ie Making Complaints - Consumer Behaviour and Experiences

7 7 Making Complaints www.nca.ie Complaining Nation? As a consumer would you be prepared to complain if a problem had occurred or you are dissatisfied with a good or service you have purchased? A significant proportion of consumers (83%) continue to claim to be willing to complain if they were dissatisfied with a good or service they had purchased. (Base: All aged 15-74 – 1,002) Female 35-44 Knowledgeable of consumer rights Confident of consumer rights Protected with regards consumer rights ‘Yes’ Response highest amongst ….. % June 2012 % Yes Nov/Dec 2010 No % June 2012 % May/June 2011

8 8 Making Complaints www.nca.ie Have you Experienced a Reason to Complain/Make a Return Over Last 12 Months? ‘Yes’ Response highest amongst: Female – 26% 45-54 – 29% Dublin – 30% (Base: All aged 15-74 – 1,002) Yes No % Almost 1 in 4 (23%) have had reason to complain about a product/service in the past 12 months. % May/June 2011 June 2012

9 9 Making Complaints www.nca.ie Whether Complaint/Return Made When had Reason to Do So Yes June 2012 A significant proportion of those who had reason to complain about a product/service actually did so in the past 12 months. (Base: All who had cause to complain/return an item in past 12 months) No Nov/Dec 2010 Yes No Not stated % %

10 10 Making Complaints www.nca.ie Reason for Complaint/Return Nov/Dec 2010 % June 2012 % Faulty product/service4157 Product/service didn't do what it said it would1429 Wrong size/colour/specification1119 Product/services were not as described by salesperson715 Change of mind98 Overcharged106 Unwanted gift13 Other reason64 Complaints/returns tend to be made when there is a specific problem/fault rather than at the whim of the consumer. (Base: All who had cause to complain/return item in past 12 months)

11 11 Making Complaints www.nca.ie Assessment of the Complaints/Returns Process % Very easy (5) Somewhat easy (4) Neither/Nor (3) Somewhat difficult (2) Very difficult (1) The proportion finding the complaints process easy has declined with 1 in 4 still to achieve complaint resolution in 2012. Level of Difficulty Experienced Mean3.9 (Base: All those who made a complaint/return ) Status of Problem Nov/Dec ‘10 3.43.9 % Jun ‘12 % May/Jun ‘11 % Nov/Dec ‘10 % Jun ‘12 % May/Jun ‘11 Completely resolved Partly resolved Not resolved at all Don’t know *–

12 12 Making Complaints www.nca.ie Satisfaction with Handling of Complaint (Base: All whose complaint was resolved) Completely/Very Satisfied The majority of consumers are satisfied with the way their complaint was handled % Fairly Satisfied Neither/Nor Fairly Dissatisfied Completely/Very Dissatisfied % 86% 13% Nov/Dec ‘10 June ‘12

13 13 Making Complaints www.nca.ie Influence of Shopping Channel on Making a Complaint/Return (Base: All aged 15-74 – 1,002) % In Store Purchase % Catalogue/Mail Purchase % Telephone Purchase % Doorstep Purchase More inclined to complain No effect Less inclined to complain Don’t know The purchasing channel is a factor in terms of whether a consumer is likely to complain. However significant proportions didn’t have an opinion in relation to online/catalogue/doorstep and telephone purchases. Online Purchase

14 14 Making Complaints www.nca.ie Awareness of Options for Unresolved Complaints Go to small claims court Contact the NCA Attempt Mediation Call the Guards Go to the District Court Enter formal Attribution Other Nothing/Wouldn’t do anything Don’t know The small claims court is the first port of call for unresolved complaints dispute resolution. 4 in 10 consumers are unaware of options available or would not do anything if they were unable to resolve their complaint with provider. % (Base: All aged 15-74 – 1,002)

15 15 Making Complaints www.nca.ie Claimed Awareness of Out of Court Methods for Consumer Dispute Settlement YesNo (Base: All aged 15-74 – 1,002) “No” responses highest amongst: –15-34 = 65% –C2DEF50- = 63% –Student = 70% “Yes” responses highest amongst: –35-54 = 55% –ABC1F50+ = 52% Over half 56% are unaware of out of court methods for settling consumer disputes Are you aware of any out of court methods for settling consumer disputes?

16 16 Making Complaints www.nca.ie Research Background and Methodology

17 17 Making Complaints www.nca.ie The research was conducted by way of face-to-face interviewing of 1,002 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 June 2012. A. Research Background and Methodology Nov/Dec 2007 Aug 2008 Nov/Dec 2008 Nov/Dec 2009June 2010 Nov/December 2010 Benchmark Wave 4Wave 5 Wave 1Wave 2 Wave 6 May/June 2011 Wave 7 May/June 2009 Wave 3 Nov 2011 Wave 8 June 2012 Wave 9

18 18 Making Complaints www.nca.ie B. Profile of Sample (Base: All aged 15-74 – 1,002) Male Female %% 15-24 25-34 35-44 45-54 55+ Dublin Rest of Leinster Munster Conn/ Ulster ABC1 F50+ C2DE F50- SexAge Region Social Class Quotas were set on age, gender, region and social class to ensure that the sample was representative of the population.


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