24 February 2010: Survey commissioned by the National Consumer Agency shows that consumers in Ireland continue to be most likely to have switched mobile phone provider, car insurance provider or where they do their main grocery shop

1. National Consumer Agency Switching Behaviour Market Research Findings Febuary 20 10 Research Conducted by

3. Profile of Sample – I (Base: All aged 15-74 – 1,000) Male Female % % % % 15-24 25-34 35-44 45-54 55+ Married Living as Married Single Wid/Div/ Sep ABC1 C2DE F50+/ F50- MAIN GROCERY SHOPPER Yes No

4. Profile of Sample – II – Main Grocery Shoppers (Base: All Mainly Responsible for Grocery Shopping in Home – 525) Male (47) Female (53) % % % % 15-24 (21) 25-34 (23) 35-44 (18) 45-54 (19) 55+ (19) Married (44) Living as Married (10) Single (35) Wid/Div/ Sep (11) ABC1 (40) C2DE (52) ( ) = Total Sample F50+/ F50- (8)

5. Profile of Sample – III – Internet Use (Base: All Respondents – 1,000) USE INTERNET No Yes EVER PURCHASED ONLINE No Yes BANKING ONLINE No Yes (Base: All Internet Users - 702) (Base: All Internet Users - 702) () = figures from Wave 3 2009 (May /June 2009) (65%) (35%) (49%) (51%) (29%) (71%) % Yes % Yes % Yes Male Female 15-24 25-34 35-44 45-54 55+ Male Female 15-24 25-34 35-44 45-54 55+ Male Female 15-24 25-34 35-44 45-54 55+

6. Section 1: Switching Behaviour

7. Extent of Switching Providers – Primary I (Base: All aged 15-74 – 1,000) Yes No Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 * New question Mobile telephone provider Car insurance provider Main grocery shop Top-up grocery shop Switched in last 12 months* 62% 64% 40% 38%

8. ( Base: All aged 15-74 – 1,000 ) Yes No Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 * New question (-5%) (-5%) Extent of Switching Providers – Primary II Fixed/landline telephone provider Bank/financial institution who offers current a/c service Home insurance provider Broadband internet access provider Switched in last 12 months* 47% 34% 54% 55%

9. Extent of Switching Providers – Tertiary – I (Base: All aged 15-74 – 1,000) – No * New question – (+4%) Yes Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 Electricity supply service TV service provider e.g. Sky, ntl Health insurance Savings/investments provider Switched in last 12 months* 78% 49% 61% 34%

10. Extent of Switching Providers – Tertiary – II (Base: All aged 15-74 – 1,000) – No * New question – Yes Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 Gym membership Credit card provider Provider of credit (more than 1 year but exc. mortgage) Mortgage credit provider Gas supply service Switched in last 12 months* 52% 38% 37% 50% 57%

11. Reasons for Switching (Base: All aged 15-74 who switched providers – 484) % Wave 4 2009 Wave 3 2009 Wave 2 2008 I switched to get a better deal because my other provider was too expensive I switched due to poor customer service I switched due to recommendations from friends/family members I switched due to poor coverage/poor reception I switched for convenience I switched due to problems I was having with my provider Other Don't know/no particular reason

12. Experience of the Switching Process (Base: All who have switched providers - 484) % Very Difficult Somewhat Difficult Neither/Nor /don’t know Somewhat Easy Very Easy 75% 82% % Wave 3 2009 Wave 2 2008 81% % Wave 4 2009 –

13. Service Receiving with New Provider (Base: All who have switched service provider – 484) Much better service (5) – Better service (4) The same/no difference (3) Worse service (2) Much worse service (1) Don’t know 69% Mean 4.0 % Wave 3 2009 % Wave 4 2009 3.9 56% –

14. Future Likelihood of Switching Providers – Primary (Base: All aged 15-74 – 1,000) Yes No Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 Car insurance provider Mobile telephone provider Electricity Supply Service Main grocery shop Top-up grocery shop Home Insurance Provider

15. Future Likelihood of Switching Providers – Secondary (Base: All aged 15-74 – 1,000) Yes No Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 Broadband internet access provider Fixed/landline telephone provider Health insurance Bank/financial institution who offers current a/c service TV service provider e.g. Sky, ntl Credit card provider

16. Future Likelihood of Switching Providers - Tertiary (Base: All aged 15-74 – 1,000) Yes No Wave 4 2009 Wave 3 2009 Wave 2 2008 Wave 1 2008 Savings/investments provider Gas supply service Provider of credit (more than 1 year but exc. Mortgage) Gym membership Mortgage credit provider