National Consumer Agency Consumer Empowerment and Complaints Market Research Findings August 2009 Research Conducted by

2 Making Complaints  A.Research Background & Methodology  B.Profile of Sample  KEY FINDINGS:  SECTION 1: Consumer Rights Awareness Levels  SECTION 2: Making Complaints Table of Contents

3 Making Complaints B. Profile of Sample – I (Base: All aged – 1,000) Male Female %% Married Living as Married Single Wid/Div/ Sep AB C1 C2 D E F50+ F50- MAIN GROCERY SHOPPER YesNo

4 Making Complaints Section 1: Consumer Rights Awareness Levels

5 Making Complaints Confidence About Rights as a Consumer (Base: All aged – 1,000) % Very confident (5) Fairly confident (4) Neither/Nor (3) Not very confident (2) Not at all confident (1) 21% Level of Confidence % 18% 70% 66% % 75% 12% % 15% 74%

6 Making Complaints Knowledge About Consumer Rights (Base: All aged – 1,000) Very knowledgeable (5) Fairly knowledgeable (4) Neither/Nor (3) Not very knowledgeable (2) Not at all knowledgeable (1) Level of Knowledge 24% 26% 59% 62% %% 69% 15% 68% 20% %

7 Making Complaints Protected Regarding Consumer Rights (Base: All aged – 1,000) Very protected (5) Fairly protected (4) Neither/Nor (3) Not very protected (2) Not at all protected (1) Level of Protection 18% 16% 61% 60% %% 10% 70% 16% 65%

8 Making Complaints Section 2: Making Complaints

9 Making Complaints Complaining Nation? No Yes 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? (Base: All aged – 1,000) (17%) (83%) () = Wave 2 ‘08

10 Making Complaints Goods & Services Bought with Reason to Complain or Return an Item – Primary & Secondary (Base: All aged – 1,000) Supermarkets and newsagents Shops selling clothing or footwear Restaurants take-away’s or hotels Communications services including home phone... % With Reason to Complain or Return Ever Reason to Complain/Return from: TV Service Providers e.g. Sky, NTL Building and related services e.g. plumbers Shops selling furniture or household appliances Banking products and services, including a current A/C Pubs Airlines Car dealers Insurance products and services Energy suppliers e.g. ESB, Bord Gais PRIMARYSECONDARY Wave Wave Wave (+11%) (+6%) (+5%)

11 Making Complaints Goods & Services Bought with Reason to Complain or Return an Item – Tertiary (Base: All aged – 1,000) Public transport – buses and trains Pharmacies, doctors, hospitals and other medicals Travel agents Education providers e.g. schools and colleges Personal care e.g. hairdressers, cosmetics Local authority bin services Entertainment at home e.g. DVDs, CDs, games Petrol stations Entertainment outside home e.g. cinema Reason to Complain/Return from: % With Reason to Complain or Return Ever Wave Wave Wave Tertiary

12 Making Complaints Whether Complaint Made When had Reason to Do So (Base: All those who had cause or reason to complain in past 12 months - 400) NoYes Whether Made Complaint NoYes Reason to Complain (61%)(39%) (25%) (75%) () = Wave 2 ‘08 (Base: All aged – 1,000)

13 Making Complaints Reasons for Complaint (Base: All those who made a complaint in past 12 months - 275) Faulty product/service Product/service didn’t do what it said it would do Wrong size/colour/specification The product/service did not confer the benefits as described to me by the salesperson Changed mind/wanted to return the item Unwanted gift Other Reasons for Complaint: Wave Wave Benchmark 2007Wave

14 Making Complaints Assessment of the Complaints Process (Base: All who made a complaint – 275) % Very easy (5) Somewhat easy (4) Neither/Nor (3) Somewhat difficult (2) Very difficult (1) 61% * New Question 29% Unhelpful staff The retailer/provider never got back to me Difficulty contacting trader Had to put complaint in writing I was unsure of my consumer rights Refusal of retailer to refund my money Did not have receipt Refusal to repair returned item Other # All others 6% or less % Level of Difficulty Experienced Difficulty Experienced (Base: All who experienced difficulty – 80) Mean3.5

15 Making Complaints Emotional Cost of Problem/Complaint (Base: All those who made a complaint in past 12 months - 275) Under stress Angry Worried Frustrated Relaxed about the problem but determined to solve it % To what extent have you felt: % A great dealA little Total Experience Wave Wave (+5%) (+10%) (-12%)

16 Making Complaints Reasons for Not Complaining (Base: All those who had reason to make a complaint but didn’t in past 12 months - 125) I did not want the hassle of having to make a complaint I didn’t see the point of complaining I didn’t have time to make a complaint I did not want to get anyone in trouble by making a complaint I was afraid to make a complaint I was unsure of my consumer rights Difficulty contacting trader Other Reasons for Not Complaining: Benchmark 2007Wave Wave Wave ** (+8%) (-27%)

17 Making Complaints Resolution Status of Problem (Base: All those who made a complaint in past 12 months - 275) % Whether Complaint Resolved Completely resolved Partly resolved Not resolved at all Refused/ Not Stated (25%) (66%) (5%) (4%)

18 Making Complaints Satisfaction with the Way Complaint was Handled (Base: All who’s complaint was completely resolved – 201) % Completely satisfied (7) 69% * New Question 5% Tell people you know of your positive experience with them Do nothing, just accept what has happened Do more business with them yourself Tell people you know not to do business with them Stop doing business with them altogether Do less business with them yourself % Level of Satisfaction Very satisfied (6) Fairly satisfied (5) Neither/nor/ Don’t know (4) Fairly dissatisfied (3) Very dissatisfied (2) Mean 4 people 3 people Likely to do as a result 139 People 11 People 5.8

19 Making Complaints Likelihood of Buying Again from Business where there was Reason to Complain No Yes I don’t have a choice Likelihood to Buy Again (Base: All those who had reason to make a complaint but didn't in the past 12 months - 125) Benchmark % Yes 27% No 16% I don’t have a choice Wave % Yes 29% No 12% I don’t have a choice (64%) (-%) (7%) (29%) ( ) = Wave Don’t * know * N.B: Don’t know option not given in previous wave.