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

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

3. 3 Making Complaints Profile of Sample – I (Base: All aged 15-74 – 1,000) Male Female % % % % 15-24 25-34 35-44 45-54 55+ Married Living as Married Single Wid/Div/ Sep ABC1 C2DE F50+/ F50- MAIN GROCERY SHOPPER YesNo

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

5. 5 Making Complaints Profile of Sample – III – Internet Use (Base: All Respondents – 1,000) USE INTERNET No Yes EVER PURCHASED ONLINE No Yes BANKING ONLINE No Yes (Base: All Internet Users - 702) () = figures from Wave 3 2009 (May /June 2009) (65%) (35%) (49%) (51%) (29%) (71%) Male Female 15-24 25-34 35-44 45-54 55+ % Yes Male Female 15-24 25-34 35-44 45-54 55+ % Yes Male Female 15-24 25-34 35-44 45-54 55+ % Yes

6. 6 Making Complaints Section 1: Switching Behaviour

7. 7 Making Complaints Extent of Switching Providers – Primary I (Base: All aged 15-74 – 1,000) Mobile telephone provider Car insurance provider Main grocery shop Top-up grocery shop YesNo Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 * New question Switched in last 12 months* 62% 64% 40% 38%

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

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

10. 10 Making Complaints Extent of Switching Providers – Tertiary – II (Base: All aged 15-74 – 1,000) Gym membership Credit card provider Provider of credit (more than 1 year but exc. mortgage) Mortgage credit provider Gas supply service – No * New question Switched in last 12 months* 52% 38% 37% 50% 57% – Yes Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008

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

12. 12 Making Complaints Experience of the Switching Process (Base: All who have switched providers - 484) % Very Difficult Somewhat Difficult Neither/Nor /don’t know Somewhat Easy Very Easy 75% 82% % Wave 3 2009Wave 2 2008 81% % Wave 4 2009 –

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

14. 14 Making Complaints Future Likelihood of Switching Providers – Primary (Base: All aged 15-74 – 1,000) Car insurance provider Mobile telephone provider Electricity Supply Service Main grocery shop Top-up grocery shop Home Insurance Provider YesNo Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008

15. 15 Making Complaints Future Likelihood of Switching Providers – Secondary (Base: All aged 15-74 – 1,000) Broadband internet access provider Fixed/landline telephone provider Health insurance Bank/financial institution who offers current a/c service TV service provider e.g. Sky, ntl Credit card provider YesNo Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008

16. 16 Making Complaints Future Likelihood of Switching Providers - Tertiary (Base: All aged 15-74 – 1,000) Savings/investments provider Gas supply service Provider of credit (more than 1 year but exc. Mortgage) Gym membership Mortgage credit provider YesNo Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008