Study of consumer detriment in Ireland

December 10, 2014

Today we published the results of a study conducted on our behalf by Ipsos MRBI, which looks at the level of detriment experienced by consumers in Ireland. Consumer detriment is a measure of the loss experienced by consumers where they have a reason to complain about a product or service.

Key findings of this study

A sample of 2,504 consumers were surveyed and the results show:

  • 44% of the Irish population have experienced consumer detriment in the previous 12 months
  • Problems are most likely to be experienced with Internet, TV or Telecommunications, with 16% experiencing a problem within this category
  • Overall financial detriment recorded among consumers in Ireland, as measured by this survey, is €495,069,150

The survey also looked at how consumers respond to problems:

  • 67% of consumers took some action to deal with the problems they encountered
  • 57% report that the problem they experienced has affected their likelihood of using the company or firm in the future at least a fair amount
  • 54% indicate that experiencing a problem has improved their confidence or capability in dealing with problems

Consumer detriment has been studied across the world.  However, until now, there hasn’t been a large scale study in Ireland. The results from this study along with the information we get from consumers who contact our helpline give us a broader understanding of the problems faced by consumers in Ireland and will help us to plan the focus of our work and the information we provide for you.

Our helpline (1890 432 432) and website provide information to help you through the steps to take if things go wrong.


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