Consumer shopping behaviour Feb 2013
Summary
Research by Amárach Research for the National Consumer Agency examined consumer switching, complaints and shopping behaviour across 19 markets. The study found that over a third of consumers had switched provider in the previous year, though many had not checked for better deals. While a significant proportion of consumers had reason to complain or return items, the majority acted on these issues, and many reported being more cautious and prepared to negotiate before making purchases.Publication details
- Publication date:12 February 2013
- Industry:Wholesale & retail trade - G
- NACE code:Retail trade - G.47
Documents
Research report consumer behaviourPDF | 598 KBResearch report consumer behaviour PDF | 598 KB - Opens in new window
Key findings
This study of consumer switching, making complaints and shopping behaviour was conducted by Amárach Research on behalf of the National Consumer Agency. Key findings include:
- Across 19 key markets, 37% of consumers switched at least one product or service provider in the past year.
- In most sectors, over 50% of consumers had not checked for a better deal in the previous three years.
- Around one in four consumers who checked for better deals switched landline, broadband, mobile phone or electricity provider.
- 33% of consumers (up 10 percentage points) had a reason to complain or return an item.
- Three in four (76%) of those who had a reason to complain or return an item actually did so.
- Around four in five consumers reported being more prepared to negotiate, delay or deliberate before purchasing.
The research was conducted among 1,006 people in Ireland aged 15–74 over a three‑week period in November 2012.
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