National Consumer Agency Market Research Findings: Consumer Switching Behaviour August 2012 Research Conducted by

2 Making Complaints  Key Findings  Consumer Switching Behaviour  Research Background and Methodology  Profile of Sample Table of Contents

3 Making Complaints Key Findings

4 Making Complaints Key Findings - I Overall 32% of consumers have switched at least one product or service provider in the past year, most likely to have been Car insurance (16%) Broadband Internet provider (14%) Fixed Landline Provider (13%) Savings from Switching 96% of those who switched car insurance stated that they saved money by doing so with the average annual amount saved reported as €125 The highest incidence of multiple switching is found in the grocery sector and car insurance

5 Making Complaints Key Findings - II 83% of consumers stated that they found the switching process easy 59% of consumers who have switched in the past year have found the new service they receive to be better. Just 1% stated that the service they receive is worse Not Switching? The main reason cited for not switching is due to “satisfaction with the quality/level of service of current provider” with the next highest response being “current supplier offers the best value for money” Of those who have not switched, over 50% across most sectors rising to 2 in 3 in some sectors have not checked if there is a better package/deal available to them since signing up with current provider

6 Making Complaints Consumer Switching Behaviour

7 Making Complaints Extent of Switching Providers within the Past 12 Months (Base: All holders/purchasers of products/services) Car Insurance Electricity supply service Mobile telephone provider Main grocery shop Top up grocery shop Broadband/internet access provider Yes Jun 2012 Nov 2011 May/June 2011 Primary Secondary Tertiary Fixed line telephone provider Home insurance provider Health insurance provider Gas supply service Bank financial institution with current A/C service TV service provider Yes Gym membership Savings/investment provider Credit card provider Provider of credit (more than 1 year but excluding mortgage) Mortgage credit Provider Life Insurance/ Mortgage Protection Yes N/A –

8 Making Complaints Switching Trends – Primary % Incidence of switching in the Past Year Car insurance provider Electricity supply service Mobile telephone provider Main grocery shop Top up grocery shop Broadband internet provider % Stated that they saved money as a result of switching within the past 12 months (Base: All holders/purchasers)(Base: All who have switched in the past year)

9 Making Complaints Switching Trends – Secondary * Caution small base % Fixed/landline telephone Home insurance provider Health insurance provider Gas supply service Bank/financial institution TV service provider % * * * * * Incidence of switching in the Past Year (Base: All who have switched in the past year)(Base: All holders/purchasers) * Stated that they saved money as a result of switching within the past 12 months

10 Making Complaints Switching Trends – Tertiary * Caution small base Gym membership Savings/investments provider Credit card provider Provider of credit longer than one year excluding mortgage loans Mortgage credit provider **Life insurance/Mortgage Protection * * * * * * % (Base: All holders/purchasers) Incidence of switching in the Past Year (Base: All who have switched in the past year) Stated that they saved money as a result of switching within the past 12 months

11 Making Complaints Average Savings X Typical Billing Periods (Base: All who have saved by switching in the past 12 months) Car Insurance (102) Electricity Supply (64)* Home Insurance (36)* €125.12€168.60€ * Caution small base size Average Annual SavingAverage Monthly Saving Mobile Phone (70)* Broadband (57)* Fixed Line (57)* €22.42€17.70€21.86

12 Making Complaints Experience of the Switching Process (Base: All who have switched providers in the past 12 months) Very easy Somewhat easy Somewhat difficult Very difficult Neither/Nor 84% 83% % May/Jun ‘11Nov/Dec ‘10 –– 92% % Nov ’11 88% June ’12

13 Making Complaints Quality of Service Received with New Provider (Base: All who have switched service provider - 325) June 2012 November 2011 June 2011 November/December 2010 June 2010 November/December 2009 (4) Much better (5) The same/ Don’t know Mean Score (2) Much worse (1) 59% 61% 56% 55% – 50% – * 59%

14 Making Complaints Switching Behaviour Past 5 Years – I Car Insurance Broadband Provider Fixed Line Provider Mobile Provider Electricity Provider Main Grocery Shop Top Up Grocery Shop Home Insurance Gym Membership % Switched Past 5 Years (Base: All holders/purchasers) % Switched more than once * Caution small base (Base: All switchers past 5 years) *

15 Making Complaints Switching Behaviour Past 5 Years – II Health Insurance Gas Supply TV Provider Savings/Investments Life Insurance/mortgage protection Credit card Provider of Credit Bank Mortgage Provider % Switched Past 5 Years % Switched more than once * * * * * * * * * (Base: All holders/purchasers) (Base: All switchers past 5 years) * Caution small base

16 Making Complaints Reasons for Remaining with Current Provider – I (Base: All that have not switched provider within the past 12 months) % Current supplier offers the best value for money Time and money needed to switch outweigh the benefits Happy with the quality/level of service currently provided Too difficult to determine who provides the best value for money Cannot switch due to limitations No convenient alternative provider Other Don’t know Bank % Mortgage Credit Provider % Credit Card Provider % Savings/ Investment Provider % Provider of Credit –– June’12 November ‘11

17 Making Complaints Reasons for Remaining with Current Provider – II (Base: All that have not switched provider within the past 12 months) % Current supplier offers the best value for money Time and money needed to switch outweigh the benefits Happy with the quality/level of service currently provided Too difficult to determine who provides the best value for money Cannot switch due to limitations No convenient alternative provider Other Don’t know Fixed Landline % Broad- Band % Mobile Phone % TV Service % Main Grocery Shop % Top Up Grocery Shop – – * – * – * June’12 November ‘11

18 Making Complaints Reasons for Remaining with Current Provider – III (Base: All that have not switched provider within the past 12 months) % Current supplier offers the best value for money Time and money needed to switch outweigh the benefits Happy with the quality/level of service currently provided Too difficult to determine who provides the best value for money Cannot switch due to limitations No convenient alternative provider Other Don’t know Health Insurance % Car Insurance % Home Insurance % Electricity Supply Service % Gas Supply Service % Gym Membership % Life insurance/ mortgage protection – * – – * –– June’12 November ‘11

19 Making Complaints Latest Occurrence of Checking Better Deals/Packages Available – I (Base: All that have not switched provider within the past 12 months and not contract bound to provider) % Bank % Mortgage Credit Provider % Credit Card Provider % Savings/ Investment Provider % Provider of Credit Past three months Past six months Past 12 months Haven't checked Longer than 12 months

20 Making Complaints Latest Occurrence of Checking Better Deals/Packages Available – II % Fixed Landline % Broad- Band % Mobile Phone % TV Service (Base: All that have not switched provider within the past 12 months and not contract bound to provider) Past three months Past six months Past 12 months Haven't checked Longer than 12 months

21 Making Complaints Latest Occurrence of Checking Better Deals/Packages Available – III % Health Insurance % Car Insurance % Home Insurance % Electricity Supply Service % Gas Supply Service % Gym Membership % Life insurance/ mortgage protection (Base: All that have not switched provider within the past 12 months and not contract bound to provider) Past three months Past six months Past 12 months Haven't checked Longer than 12 months

22 Making Complaints How Deals/Packages are Checked – I (Base: All that have not switched provider within the past 12 months & checked around) % Visiting Company Websites Cost comparison sites Phoned different suppliers Media – Newspapers, Radio, TV Visited Store/branch Provider called to door Other Bank % Mortgage Credit Provider % Credit Card Provider % Savings/ Investment Provider % Provider of Credit ––––

23 Making Complaints How Deals/Packages are Checked – II % Fixed Landline % Broad- Band % Mobile Phone % TV Service Visiting Company Websites Cost comparison sites Phoned different suppliers Media – Newspapers, Radio, TV Visited Store/branch Provider called to door Other – (Base: All that have not switched provider within the past 12 months & checked around) * – *

24 Making Complaints How Deals/Packages are Checked – III (Base: All that have not switched provider within the past 12 months & checked around) % Health Insurance % Car Insurance % Home Insurance % Electricity Supply Service % Gas Supply Service % Gym Membership % Life insurance/ mortgage protection Visiting Company Websites Cost comparison sites Phoned different suppliers Media – Newspapers, Radio, TV Visited Store/branch Provider called to door **Broker Other – – * – – – – – – – – – –

25 Making Complaints Research Background and Methodology

26 Making Complaints The research was conducted by way of face-to-face interviewing of 1,002 people between the ages of 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 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

27 Making Complaints B. Profile of Sample (Base: All aged – 1,002) Male Female %% 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.