NCA Survey Of Consumer Complaints Behaviour
-
Upload
amarach-research -
Category
Self Improvement
-
view
2.251 -
download
0
description
Transcript of NCA Survey Of Consumer Complaints Behaviour
National Consumer Agency
Consumer Empowerment and Complaints Market Research Findings
August 2009Research 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 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
Section 1:Consumer Rights Awareness Levels
5
Making Complaints
14 1912 14
60 5658 52
11 1313 13
812 15
3 4 6 612
Wave 3'09
Wave 2'08
Wave 1'08
Nov/Dec'07
Confidence About Rights as a Consumer(Base: All aged 15-74 – 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
13 16 10 13
55 5352 46
12 1614 15
1116 19
5 4 8 7
15
Wave 3'09
Wave 2'08
Wave 1'08
Nov/Dec'07
Knowledge About Consumer Rights(Base: All aged 15-74 – 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
10 15 9 10
5555
51 51
1920
23 23
814 12
3 2 4 413
Wave 3'09
Wave 2'08
Wave 1'08
Nov/Dec'07
Protected Regarding Consumer Rights(Base: All aged 15-74 – 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 Complaints24%
76%
Complaining Nation?
NoYes
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 15-74 – 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 15-74 – 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
PRIMARY SECONDARY
Wave 3 2009Wave 2 2008Wave 1 2008
18
15
16
14
19
15
5
8
13
13
8
7
11
10
9
9
8
8
7
7
6
7
5
8
5
7
5
8
8
5
7
4
7
3
6
5
5
3
4
(+11%)
(+6%)
(+5%)
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)
31%69%No Yes
Whether Made Complaint
60% 40%No Yes
Reason to Complain
(61%) (39%)(25%)
(75%)
() = Wave 2 ‘08
(Base: All aged 15-74 – 1,000)
13
Making Complaints
Reasons for Complaint(Base: All those who made a complaint in past 12 months - 275)
54
17
9
8
5
1
18
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 salespersonChanged mind/wanted to return the item
Unwanted gift
Other
Reasons for Complaint:
64
20
10
13
8
2
11
Wave 1 2008
56
14
9
9
8
1
14
Wave 2 2008 Benchmark 2007
59
17
4
9
5
1
19
Wave 3 2009
14
Making Complaints28
33
10
12
17
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%
51
30
16
16
13
13
8
8
23
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 rightsRefusal 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)
Mean 3.5
15
Making Complaints
Emotional Cost of Problem/Complaint(Base: All those who made a complaint in past 12 months - 275)
14
29
9
31
32
20
25
12
27
25
Under stress
Angry
Worried
Frustrated
Relaxed about the problem but determined to solve it
%
To what extent have you felt:
% %
A great deal A little Total Experience
29
36
19
35
35
35
35
20
36
32
43
65
28
66
67
55
60
32
63
57
Wave 3 2009Wave 1 2008
(+5%)
(+10%)
(-12%)
16
Making Complaints
49
22
19
11
10
4
6
38
19
18
15
10
9
14
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 1 2008
48
22
28
28
9
11
2
Wave 2 2008
22
18
22
19
13
8
3
1
Wave 3 2009
** ** **
(+8%)
(-27%)
17
Making Complaints73%
2%
16%
9%
Resolution Status of Problem(Base: All those who made a complaint in past 12 months - 275)
%
Whether Complaint Resolved
Completelyresolved
Partly resolved
Not resolved at all
Refused/Not Stated
(25%)
(66%)
(5%)
(4%)
18
Making Complaints39
30
18
3325
Satisfaction with the Way Complaint was Handled
(Base: All who’s complaint was completely resolved – 201)
%
Completely satisfied (7)
69%
* New Question
5%
38
35
17
Tell people you know of your positive experience with themDo nothing, just accept what has happenedDo more business with them yourself
Tell people you know not to do business with themStop 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
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
45%28%
22%5%
NoYes
I don’t havea 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 2007
52% Yes27% No16% I don’t have a choice
Wave 1 2008
59% Yes29% No12% I don’t have a choice
(64%)
(-%)(7%)
(29%)
( ) = Wave 2 2008
Don’t * know
* N.B: Don’t know option not given in previous wave.