National Consumer Agency Market Research Findings: Gift Vouchers/Cards December 2013 Research Conducted by

2 Making Complaints Key Findings Gift Voucher/Card Survey Research Methodology and Profile of Sample Table of Contents

3 Making Complaints Key Findings

4 Making Complaints Key Findings 81% of consumers have bought gift vouchers/cards in the past and 51% are planning to buy gift vouchers/cards this Christmas Average anticipated spend on gift vouchers/cards this Christmas is 174 When purchasing or receiving gift vouchers/cards, over 1 in 4 do not check the expiry date When receiving a gift voucher/card, 4 in 5 (78%) do not check the fees and charges Almost half of adults (48%) have let a gift voucher/card expire Majority dont know what happens if a company that has provided gift vouchers/cards goes into liquidation

5 Making Complaints Gift Voucher/Card Survey

6 Making Complaints 4 in 5 have given a gift voucher/card as a Christmas present in the past Base: All adults 16+ 1,011 Yes, have bought a gift voucher/card as a present No, have not given a gift voucher/card as a present % QHave you ever bought gift vouchers or gift cards as a Christmas present in the past? * Caution Small Base High proportion of consumers (81%) have given gift vouchers/cards as a Christmas present in the past. Highest amongst women, 35-54s and the higher socio economic grouping

7 Making Complaints Half plan to give a gift voucher/card this year Base: All adults 16+ 1,011 Yes, plan on purchasing gift vouchers/cards as Christmas presents this year No, do not plan on purchasing gift vouchers./cards as Christmas presents this year QDo you plan on purchasing gift vouchers/gift cards this Christmas? * Caution Small Base Just over half (51%) of consumers plan to give gift vouchers/cards as Christmas presents this year %

8 Making Complaints is the average intended spend on gift vouchers/cards this Christmas Base: All who plan on giving Christmas gift vouchers/cards 519 QHow much do you intend spending on gift vouchers/cards this Christmas? More than 200 From 125 to 200 From 70 to 125 Less than 70 Don't Know TotalMenWomen ABC1C2DEDublinR.LeinMun- ster Conn/ Uls Average Gift Voucher/ Card spend

9 Making Complaints Multi Outlet Vouchers/Cards are the Most Popular Base: All adults 16+ 1,011 Most likely to purchase % Any Purchase % QQQQ In general when purchasing gift vouchers/cards which of the following are you most likely to purchase? Single Response Do you purchase any of the others? Multi response

10 Making Complaints 3 in 4 check expiry dates, while just half check conditions of use when purchasing a gift voucher/card Base: All who buy gift vouchers/cards 971 No Yes Check Conditions of Use No Yes Check Expiry Dates QWhen purchasing gift vouchers/gift cards, which of the following do you check?

11 Making Complaints 3 in 5 have received a gift voucher/card as a present in the last 12 months Base: All adults 16+ 1,011 Yes, have received a gift voucher/card as a present in past 12 months No, have not received a gift voucher/card as a present in past 12 months % QHave you received a gift voucher/gift card as a present in the last 12 months? Women more likely to have received a gift voucher/card as a present in past 12 months * Caution Small Base

12 Making Complaints On receiving gift vouchers/cards, 3 in 4 check expiry dates, while just half check conditions of use. Just 1 in 5 check fees and charges. Base: All who received a gift voucher/card in last 12 months 645 Check Conditions No Yes Check Expiry Dates QWhen you receive a gift voucher/gift card, do you check the following? Check Fees & Charges No Yes No Yes

13 Making Complaints Almost half have let a gift voucher/card expire Base: All adults 16+ 1,011 Yes, have let a gift voucher/card expire No, have not let a gift voucher/card expire % Women, 35-54s, higher socio economic grouping, Dublin and Munster region are most likely to have let a gift voucher/card expire QHave you ever let a gift voucher/card expire? * Caution Small Base

14 Making Complaints Majority of consumers unaware of their rights if company goes into liquidation Base: All adults 16+ 1,011 % QDo you know what your rights are, if any, if a company goes into liquidation and you have a gift voucher/card for that company?

15 Making Complaints Research Methodology and Profile of Sample

16 Making Complaints Methodology and Profile of Sample Base: All adults 16+ 1,011 A nationally representative sample of 1,011 adults aged 16+ was surveyed via means of a telephone omnibus. Fieldwork was conducted between 12th – 25th November Quotas are imposed in relation to gender, age, social class & region to ensure that the sample is reflective of the Irish population aged 16+. A nationally representative sample of 1,011 adults aged 16+ was surveyed via means of a telephone omnibus. Fieldwork was conducted between 12th – 25th November Quotas are imposed in relation to gender, age, social class & region to ensure that the sample is reflective of the Irish population aged 16+. GenderAgeSocial Class Region Male Female ABC1 C2DE F Dublin Rest of Leinster Munster Conn./Ulster