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Transcript of National Consumer Agency Shopping and Pricing Market Research Findings August 2009 Research...
National Consumer Agency
Shopping and Pricing Market Research Findings
August 2009Research Conducted by
2
Making Complaints
A. Research Background & Methodology B. Profile of Sample
KEY FINDINGS:
SECTION 1: Shopping and Pricing
Table of Contents
3
Making Complaints
B. Profile of Sample – I
(Base: All aged 15-74 – 1,000)
Male
Female
% % % %15-17
18-24
25-34
35-44
45-54
55-64
65-74
Married
Living as Married
Single
Wid/Div/Sep
AB
C1
C2
D
E
F50+F50-
MAIN GROCERY SHOPPER
Yes No
6
43
12
16
26
24
37
2617
10
2018
710
792
45
10
55
SEX AGE MARITAL STATUS SOCIAL CLASS
44%56%
4
Making Complaints
B. Profile of Sample – II – Internet Use
(Base: All Respondents – 1,000)
USE INTERNET
No Yes
EVER PURCHASED ONLINE
No Yes
BANKING ONLINE
No Yes
(Base: All Internet Users - 650) (Base: All Internet Users - 650)
65%35%71%
29% 49%51%
() = figures from wave 2 ’08
(64%)(36%) (42%)(58%)(34%)
(66%)
63
67
85
79
66
60
28
Male
Female
15-24
25-34
35-44
45-54
55+
% Yes
72
70
64
80
76
65
63
Male
Female
15-24
25-34
35-44
45-54
55+
% Yes
48
49
32
64
54
47
41
Male
Female
15-24
25-34
35-44
45-54
55+
% Yes
5
Making Complaints
Section 1:Shopping and Pricing
6
Making Complaints
Goods & Services Purchased in Past 12 Months – Primary
(Base: All aged 15-74 – 1,000)
Shops selling clothing or footwear
Supermarkets and newsagents
Restaurants, take-aways or hotels
Pharmacies, doctors, hospitals or other medicals
Personal care e.g. hairdressers, cosmetics
Pubs
Communications services including home phone...
Banking products and services including a current a/c
Goods & Services Purchased:Benchmark
2007
96
98
83
83
81
80
76
75
% Ever Bought
Wave 3 2009Wave 2 2008Wave 1 2008
98
98
93
89
89
85
85
82
97
95
91
87
87
82
78
72
98
98
93
90
87
85
84
83(+10%)
(+7%)
7
Making Complaints
Goods & Services Purchased in Past 12 Months – Secondary
(Base: All aged 15-74 – 1,000)
Entertainment at home e.g. DVDs, CDs, games
Petrol stations
Entertainment outside the home e.g. cinema...
Energy suppliers e.g. ESB, Bord Gais
Insurance products and services
Public transport – buses and trains
Shops selling furniture or household appliances
Goods & Services Purchased: Benchmark 2007
71
73
64
72
-
59
56
% Ever Bought
Wave 3 2009Wave 2 2008Wave 1 2008
77
76
74
70
74
61
58
75
72
71
69
64
61
59
75
76
74
71
68
64
61
(+10%)
8
Making Complaints
Goods & Services Purchased in Past 12 Months - Tertiary
(Base: All aged 15-74 – 1,000)
Local authority bin services
Airlines
TV Service Providers e.g. Sky, ntl
Education providers e.g. schools and colleges
Building and related services e.g. plumbers
Travel agents
Car dealers
Goods & Services Purchased: % Ever Bought
Wave 3 2009Wave 2 2008Wave 1 2008
Benchmark 2007
61
-
64
53
41
51
-
59
60
61
47
49
42
38
59
57
55
45
44
39
38
61
64
64
51
44
49
39
(+6%)
9
Making Complaints
44
13
8
7
6
6
4
2
2
2
29 32
46 43
13 16
912
Wave 2 '08 Wave 3 '09
Shopping Around
(Base: All aged 15-74 – 1,000)
Supermarkets & NewsagentsShops selling clothing or footwearInsurance products & servicesShops selling furniture or household appliances
Airlines
Car dealers
Petrol stations
Building and related service
Restaurants or hotels
Communications services
Comparison of prices
I always compare/shop
around for better prices
I sometimes compare/shop
around for better prices
%
75%
Where most likely to shop around/compare prices* %
I very rarely compare/shop
around for better pricesI never compare/shop
around for better prices
75%
# All others 1% or less
%
* New Question
10
Making Complaints
Awareness of Dental and GP Prices
(Base: All aged 15-74 – 1,000)
44% 56%No Yes
Dental Practice
Are you aware of the prices you will be asked to pay if you visit a .......
24%76%
No Yes
GP’s Surgery
* New Question
% %
81% women versus
69% men
81% women versus
69% men
61% women versus
49% men
61% women versus
49% men
11
Making Complaints
20
33
15
412
16
Reasonable Charges?
(Base: All aged 15-74 – 1,000)
%
Very Reasonable (5)
Reasonable (4)
Neither/Nor (3)
Unreasonable (2)
Very unreasonable (1)
Don't know
53%
* New Question
12
Making Complaints70 64
13 22
8922 12 2
5
Key Influencing Factors in Determining Where to Shop
%
Price
Strongest Influencing Factor
(Base: All Aged 15-74 – 1,000)
%
Wave 3 2009 Wave 2 2008
Convenience
Shopped there previouslyService
OtherDon’t know
13
Making Complaints
44
9
1
1
1
9
2
9
1
1
8
Biggest Influencing Factors Across Sectors – I
Supermarkets and newsagents*Shops selling clothing or footwearInsurance products & servicesCar dealers
Airlines
Petrol stationsShops selling furniture/ household appliancesBuilding & related services
Restaurants or hotels
Communications services
Travel agents
Pubs
Price Convenience Service Having shopped there previously
% % % %
(Base: All aged 15-74 – 1,000)
# New question
42
14
7
6
5
5
5
3
2
2
2
2
–
13
6
2
4
3
4
4
4
17
6
1
6
26
14
4
4
2
3
3
3
7
3
3
5
14
Making Complaints
1
1
1
1
Biggest Influencing Factors Across Sectors – II
Entertainment at home
Personal care
Banking products & services
Pharmacies
Energy suppliers
Entertainment outside the home
TV service providers
Public transport
Local authority bin services
Education providers
Price Convenience Service Having shopped there previously
% % % %
(Base: All aged 15-74 – 1,000)
–
# New question
–
–
–
–
–
–
–
–
1
2
1
4
1
1
3
1
–
1
6
5
9
3
2
2
2
1
1
1
7
5
5
1
1
1
1
15
Making Complaints23%
9%
18%
50%
Price Comparison Sites
(Base: All who use the internet – 651)
Top 10 sectors most likely to use a product review/website to compare prices/quality#
%
Frequency of using sites
Yes, all the time
Yes, sometimes
Very rarely
No, never
Airlines
Insurance products & services
Car dealers
Communications services
Shops selling furniture or household appliancesShops selling clothing or footwear
Travel Agent
Restaurants or hotels
Supermarkets & Newsagents
Banking products and services
%
# new question
74
55
46
45
41
36
36
32
30
30
(Base: All who sometimes/always use price comparison sites – 210)
16
Making Complaints
Overall Satisfaction with Value for Money Received from Various Sectors – I
(Base: All who had bought goods/services in the last 12 months)
17
19
16
16
14
12
14
13
13
13
11
10
7
9
8
8
8
7
7
8
6
8
4
3
4
3
4
4
3
3
2
3
338
35
38
34
38
34
30
30
34
33
3012
16
13
14
18
15
15
15
15
15
19
7
8
8
11
8
6
4
8
8
7
7
Local authority bin service (59%)
Energy suppliers (70%)
Petrol stations (78%)
Car Dealers (39%)
Pharmacies, doctors, hospitals (89%)
Banking products & Services (82%)
Insurance products & Services (74%)
Public transport (61%)
TV service providers (61%)
Shops selling furniture or household appliances (58%)
Building and related services (49%)
Neither/ Nor (4)
19
14
17
21
14
14
19
20
16
21
15
(1) (2) (3) (5) (6)
* = New Question () = % who bought goods/services in the last 12 months
% Satisfied% Dissatisfied
31
29
29
27
26
24
24
23
23
22
22
(7)
17
Making Complaints
Overall Satisfaction with Value for Money Received from Various Sectors – II
(Base: All who had bought goods/services in the last 12 months)
16
14
11
9
10
12
10
12
10
9
7
4
5
8
8
6
4
6
5
4
5
3
2
2
2
2
2
2
2
1
1
1
141
34
45
37
40
45
40
31
32
32
3819
22
20
19
23
26
18
21
20
19
17
9
9
9
9
8
9
8
10
10
13
11
Restaurants or Hotels 93%
Pubs (85%)
Education providers (47%)
Travel Agents (43%)
Airlines (60%)
Shops selling clothing or footwear (98%)
Communications services including home phone, mobile broadband (85%)
Entertainment outside the home (75%)
Supermarkets & Newsagents (98%)
Personal Care (89%)
Entertainment at home (77%)
Neither/ Nor (4)
12
16
18
22
17
9
21
14
12
12
14
(1) (2) (3) (5)(6)(7)
% Satisfied% Dissatisfied
* = New Question () = % who bought goods/services in the last 12 months
22
21
21
19
18
18
18
18
15
15
11
18
Making Complaints
Satisfaction with Customer Service Across Sectors – I
(Base: All who had bought goods/services in the last 12 months)
6
3
5
3
7
6
8
2
6
3
7
2
2
2
3
2
3
3
2
4
2
4
1
1
2
2
1
129
26
27
23
25
25
21
25
28
30
2924
25
26
26
22
21
21
29
21
27
218
13
11
15
10
14
19
17
11
13
15Supermarkets & Newsagents (98%)
Shops selling clothing or footwear (98%)
Restaurants or Hotels (93%)
Personal Care (89%)
Pharmacies, doctors, hospitals (89%)
Communications services including home phone, mobile broadband (85%)
Banking products & Services (82%)
Entertainment at home (77%)
Petrol stations (78%)
Entertainment outside the home (75%)
Insurance products & Services (74%)
(1) (2) (3) (5)(6)(7)
* = New Question () = % who bought goods/services in the last 12 months
% Satisfied% Dissatisfied Don’t Know/
Neither/ Nor (4)
24
27
27
26
28
29
31
29
30
29
31
–
–
–
–
–
19
Making Complaints
Satisfaction with Customer Service Across Sectors – II
(Base: All who had bought goods/services in the last 12 months)
Pubs (85%)
Energy suppliers (70%)
Public transport (61%)
TV service providers (61%)
Airlines (60%)
Local authority bin service (59%)
Shops selling furniture or household appliances (58%)
Building and related services (49%)
Education providers (47%)
Travel Agents (43%)
Car Dealers (39%)
(1) (2) (3) (5)(6)(7)
% Satisfied% Dissatisfied
* = New Question () = % who bought goods/services in the last 12 months
3
7
7
7
6
5
4
8
5
5
6
2
4
4
4
5
4
2
5
4
4
5
1
2
2
1
1
1
2
1
29
22
20
28
30
25
27
24
28
27
2824
22
20
23
20
21
22
18
24
25
199
12
18
9
12
13
12
12
11
12
14
Don’t Know/
Neither/ Nor (4)
29
27
28
28
29
31
29
30
29
31
32
–
–
–