Ipsos Global Trends

6. Brands and Purchasing Experience

Brands and purchasing

Which of the following things, if any, have you personally done in the last year?

Brands and purchasing

Retailers – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Retailers selling goods and services

 Retailers – positive or negative recommendations

Supermarkets – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Supermarkets

Supermarkets – positive or negative recommendations

Own government – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Your national governmentOwn government – positive or negative recommendations

Foreign governments – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Foreign governmentsForeign governments – positive or negative recommendations

Telecommunications companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Telecommunications companies

Telecommunications companies – positive or negative recommendations

Shipping / delivery companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Shipping/delivery companies

Shipping / delivery companies – positive or negative recommendations

Credit card companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Credit card companies

Credit card companies – positive or negative recommendations

Media companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Media companies

Media companies – positive or negative recommendations

Social media sites – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Social media sites

Social media sites – positive or negative recommendations

Private healthcare providers – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Private sector healthcare providers

Private healthcare providers – positive or negative recommendations

Public healthcare providers – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Public sector healthcare providers

Public healthcare providers – positive or negative recommendations

Pharmaceutical companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Pharmaceutical companiesPharmaceutical companies – positive or negative recommendations

Banks – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

BanksBanks – positive or negative recommendations

Insurance companies – positive or negative recommendations

Have you positively or negatively recommended any of the following types of organisations in the last year?

Insurance companies

Insurance companies – positive or negative recommendations

Importance of passing on negative product feedback

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

It’s important for me to tell others about a product or service that I’ve used, especially if it’s negative

Importance of passing on negative product feedback

Importance of passing on positive product feedback

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

It’s important for me to tell others about a product or service that I’ve used, especially if it’s positive

Importance of passing on positive product feedback

Making recommendations to family and friends

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I only make recommendations (whether positive or negative) to people I know

 Making recommendations to family and friends

Making recommendations to strangers

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I like to make recommendations (whether positive or negative) regardless of whether I know the person or the reader / user

Making recommendations to strangers

Making recommendations on websites / apps

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I make online recommendations on certain websites / apps because I know they’re more likely to be read

 Making recommendations on websites / apps

Trusting recommendations from family and friends

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I only trust recommendations from people I know Trusting recommendations from family and friends

Trusting online recommendations on known sites or apps

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I trust online recommendations if they’re from a well-known site / appTrusting online recommendations on known sites or apps

Action from social media recommendations

To what extent do you agree or disagree with the following statements about making recommendations for products or services?

I have taken action based on a recommendation from my social media connections in the last month

Action from social media recommendations

Retailers – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Retailers selling goods and services

Retailers – good experience or major complaints

Supermarkets – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Supermarkets

Supermarkets – good experience or major complaints

Telecommunications companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Telecommunications companies

 Telecommunications companies – good experience or major complaints

Shipping/delivery companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Shipping/delivery companies

Shipping/delivery companies – good experience or major complaints

Credit card companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Credit card companies

Credit card companies – good experience or major complaints

Media companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Media companies

 Media companies – good experience or major complaints

Social media sites – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Social media sites

 Social media sites – good experience or major complaints

Private healthcare – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Private sector healthcare providers

Private healthcare – good experience or major complaints

Public healthcare – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Public sector healthcare providers

 Public healthcare – good experience or major complaints

Pharmaceutical companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Pharmaceutical companies

Pharmaceutical companies – good experience or major complaints

Public healthcare – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Public sector healthcare providers

Public healthcare – good experience or major complaints

Pharmaceutical companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Pharmaceutical companies

Pharmaceutical companies – good experience or major complaints

Banks – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Banks

Banks – good experience or major complaints

Insurance companies – good experience or major complaints

Thinking about your experiences using these sorts of organisations over the past year have you experienced anything particularly good that pleased you or had any major complaints or problems?

Insurance companies

 Insurance companies – good experience or major complaints

 

Most important factors when companies are dealing with complaints

When a company is dealing with a complaint, apart from resolving it, which of these are most important?

Most important factors when companies are dealing with complaints

Level of effort by companies when dealing problems

When dealing with a problem / complaint, how much effort would you say companies put in to try and resolve the issue?

Level of effort by companies when dealing problems

Level of personal effort when dealing with problems

When dealing with a problem / complaint, how much effort do you personally have to put in to deal with the issue in general?

Level of personal effort when dealing with problems

Most important ways companies resolve problems

When a company is dealing with a problem / complaint, apart from resolving it, which of these are most important?

Most important ways companies resolve problems

Packaging – willing to pay extra for

Thinking now about packaging on things you buy, I’d pay extra for packaging that:

Packaging - willing to pay extra for