National Consumer Agency Market Research Findings: Consumer Switching Behaviour September 2011 Market Research Conducted by

Table of Contents Key Findings Consumer Switching Behaviour Research Background and Methodology Profile of Sample

Key Findings

Key Findings - I In the past year consumers are most likely to have switched providers for car insurance (22%) electricity (17%) main grocery shop (17%) Within the past three years almost 1 in 4 (24%) consumers have switched car insurance provider with 2 in 5 (41%) of those switching more than once The highest incidence of multiple switching is found in the grocery sector, both main grocery (49%) and top-up grocery (57%) Overall, across all categories, 79% of consumers, who had switched service providers in the last twelve months, said they had saved money as a result; with the highest incidence in the car insurance (88%) and home insurance (86%) sectors

Key Findings - II The main reason consumers gave for not switching product/service provider across all sectors is due to being happy with their current provider 92% of those who switched found process easy 55% of consumers who have switched service provider feel that they are receiving a better service In the next year consumers are most likely to switch providers for car insurance (19%) home insurance (12%) main grocery shop (11%)

Consumer Switching Behaviour

Extent of Switching Providers within the Past 12 Months (Base: All holders/purchasers of products/services) Switching Providers May/June ‘11 Primary Secondary Tertiary Yes Yes Yes Car Insurance Electricity supply service Mobile telephone provider Main grocery shop Top up grocery shop Broadband/internet access provider 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 7

Whether or Not Saved Money Due to Switching Provider (Base: All who have switched providers in the past 12 months) Main Grocery Shop 76% Home Insurance Provider 86% Car Insurance Provider 88% Mobile Telephone Provider 76% Electricity supply service 71% Fixed/Landline Telephone Provider 72% Broadband/Internet Access Provider 72% Top up Grocery Shop 67% 8

Switching Behaviour – Primary (Base: All aged 15-74 – 1,000) Within the Past Year Within the Past 3 Years Incidence of Switching More Than Once % % 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 (Base: All aged 15-74 – 1,000) Within the Past Year Within the Past 3 Years Incidence of Switching More Than Once % % 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 – – – – 10

Reasons for Not Switching Provider Within Past 3 Years – I (Base: All that have not switched provider within the past 3 years) Happy with Current Provider No Better Deal Available Didn’t Want the Hassle Not Worth my While No Alternative Available Don’t Know % % % % % % Bank/Financial Institution Fixed landline/ Telephone Provider Broadband Provider Mobile Telephone Provider Health Insurance Car Insurance Provider Home Insurance Electricity Service Gas Service – – – – 11

Reasons for Not Switching Provider Within Past 3 Years – II (Base: All that have not switched provider within the past 3 years) Happy with Current Provider No Better Deal Available Didn’t Want the Hassle Not Worth my While No Alternative Available Don’t Know % % % % % % Mortgage Credit Provider TV Service Provider Gym Membership Credit Card Provider Savings/Investments Provider of Credit Longer than One Year Main Grocery Shop Top-Up Grocery Shop – – 12

Experience of the Switching Process (Base: All who have switched providers in the past 12 months – 429) May/June 2011 Nov/Dec 2010 % % Very easy (5) 92% 88% Somewhat easy (4) Neither/Nor (3) Somewhat difficult (2) Very difficult (1) – 13

Service Receiving with New Provider (Base: All who have switched providers in the past 12 months – 429) (2) Much worse (1) (4) Much better (5) The same/ Don’t know Mean Score 42 3.8 39 3.9 36 4.0 40 30 June 2011 November/December 2010 June 2010 November/December 2009 June 2009 55% – 59% 61% – 56% – 69% 14

Future Likelihood of Switching Providers within the Next 12 Months (Base: All aged 15-74 – 1,000) May/June ‘11 Nov/Dec ‘10 June 2010 Switching Providers Primary Secondary Tertiary Yes Yes Yes Car Insurance Home insurance provider Mobile telephone provider Electricity supply service Bank financial institution who offers a current A/C service Main grocery shop Top-up grocery shop Broadband internet access provider Health insurance Fixed/landline telephone provider TV service provider e.g. Sky/NTL Gym membership Credit card provider Gas supply service Savings/investments provider Provider of credit (more than 1 year but excluding mortgage) Mortgage credit provider (-5%) 15

Research Background and Methodology

Research Background and Methodology Nov/Dec 2007 Aug 2008 Nov/Dec 2008 May/June 2009 Benchmark Wave 1 Wave 2 Wave 3 Nov/Dec 2009 June 2010 Nov/December 2010 May/June 2011 Wave 4 Wave 5 Wave 6 Wave 7 Current Wave 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. 17

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