Ipsos Global Trends

Charts

Standard mobile phone – frequency of use

How frequently do you do the following things…?

Use a standard mobile phone  (not a smartphone)

Standard mobile phone - frequency of use

Smartphone – frequency of use

How frequently do you do the following things…?

Use a Smartphone

Smartphone - frequency of use

Desktop computer or laptop – frequency of use

How frequently do you do the following things…?

Use a desktop computer or laptop

Desktop computer or laptop - frequency of use

Tablet – frequency of use

How frequently do you do the following things…?

Use a tablet

Tablet - frequency of use

eReader – frequency of use

How frequently do you do the following things…?

Use an eReader

eReader - frequency of use

Set top boxes – frequency of use

How frequently do you do the following things…?

Use a set top box to stop, play, record, fast forward or rewind programmes or films

Set top boxes - frequency of use

Hardcopy magazines – frequency of use

How frequently do you do the following things…?

Read magazines (hardcopy)

Hardcopy magazines  - frequency of use

Online magazines – frequency of use

How frequently do you do the following things…?

Read magazines online

Online magazines - frequency of use

 

Videos or DVDs – frequency of use

How frequently do you do the following things…?

Watch videos / DVDs

Videos or DVDs - frequency of use

Consoles or computer games – frequency of use

How frequently do you do the following things…?

Play a console / computer games

Consoles or computer games - frequency of use

Portable music player – frequency of use

How frequently do you do the following things…?

Listen to a portable music player / MP3 player (like an iPod)

Portable music player - frequency of use

Portable media player – frequency of use

How frequently do you do the following things…?

Use a portable media player (like an iPod Touch)

 Portable media player - frequency of use

Hi-fi/CD or tape player – frequency of use

How frequently do you do the following things…?

Listen to music on hi-fi / CD or tape player

Hi-fi/CD or tape player - frequency of use

Using the internet to get information or discuss issues

How frequently do you use social online media or online sources/sites to follow, get information about, discuss etc. public policy, social and/or political issues?

 Using the internet to get information or discuss issues

Use of ad blockers on personal use devices

DUse of ad blockers on personal use deviceso you use ad blockers, if at all?

Please answer this question thinking only about devices used for personal use.

Personal relevance – online advertising

Thinking about advertising you see when online (whether on your smartphone, tablet or computer), to which extent is it useful to you? The advertisements….

Are often irrelevant to me Personal relevance – online advertising

Distraction from website or app content – online advertising

Thinking about advertising you see when online (whether on your smartphone, tablet or computer), to which extent is it useful to you? The advertisements….

Distract me from the content of the website / app

Distraction from website or app content – online advertising

Annoyance – online advertising

Thinking about advertising you see when online (whether on your smartphone, tablet or computer), to which extent is it useful to you? The advertisements….

Are annoying

Annoyance – online advertising

Effect on pages loading time – online advertising

Thinking about advertising you see when online (whether on your smartphone, tablet or computer), to which extent is it useful to you? The advertisements….

Cause the pages to load more slowlyEffect on pages loading time – online advertising

Gets in the way – online advertising

Thinking about advertising you see when online (whether on your smartphone, tablet or computer), to which extent is it useful to you? The advertisements….

Get in the way of what I’m trying to do

 Gets in the way – online advertising

Technical support for mobile payments

To what extent do you agree or disagree with the following statements?

I expect my card provider (e.g. Visa/MasterCard/American Express) to provide me with technical support for mobile payments

Technical support for mobile payments

Retailers providing mobile payments

To what extent do you agree or disagree with the following statements?

I know which shops and retailers will accept contactless payments using a mobile phone

Retailers providing mobile payments

Sharing personal information in return for offers

To what extent do you agree or disagree with the following statements?

I am willing to let my card provider (e.g. Visa/MasterCard/American Express) know my current location or where I’m shopping in return for better offers and discounts, including mobile vouchers or coupons

 Sharing personal information in return for offers

Mobile payments security from banks

To what extent do you agree or disagree with the following statements?

I expect my bank to guarantee security of mobile payments

Mobile payments security from banks

Visibility of companies that provide mobile payments

To what extent do you agree or disagree with the following statements?

It is clear to me which companies are / will be providing mobile payment services

 Visibility of companies that provide mobile payments

Willingness to upgrade for contactless payments

To what extent do you agree or disagree with the following statements?

I would be willing to upgrade my phone to allow me to use contactless payments

Willingness to upgrade for contactless payments

Network providing technical support for mobile payments

To what extent do you agree or disagree with the following statements?

I expect my mobile network provider to provide me with technical support for mobile payments

Network providing technical support for mobile payments

Visibility of companies that provide mobile payments

To what extent do you agree or disagree with the following statements?

I expect my bank to provide me with technical support for mobile payments

Visibility of companies that provide mobile payments

Visibility of types of mobile payment services

To what extent do you agree or disagree with the following statements?

I know which types of mobile payment services are available to me today

 Visibility of types of mobile payment services

Waiting till mobile payments become established

To what extent do you agree or disagree with the following statements?

I will wait until mobile payments are more established before considering using them

Waiting till mobile payments become established

Guaranteeing personal security for mobile payments

To what extent do you agree or disagree with the following statements?

Payments on my mobile will need a guarantee that they are secure

Guaranteeing personal security for mobile payments

Mobile payments helping financial autonomy

To what extent do you agree or disagree with the following statements?

Using mobile payments could help me better manage my money

Mobile payments helping financial autonomy

Security of mobile payments

To what extent do you agree or disagree with the following statements?

Making payments on a mobile phone is not secure

Security of mobile payments

 

Readiness to make mobile payments

To what extent do you agree or disagree with the following statements?

I’m not ready to use my mobile phone to make contactless mobile payments

Readiness to make mobile payments

 

Necessity of personal smartphones

To what extent do you agree or disagree with the following statements?

I couldn’t live without a smartphone

 Necessity of personal smartphones

Contactless debit or credit card – frequency of use

How often, if at all, do you use the following?

Contactless Debit or Credit Card

Contactless debit or credit card – frequency of use

Electronic payment or purchase via mobile device – frequency of use

How often, if at all, do you use the following?

Electronic payment/purchase using your mobile device (online, app or SMS)

Electronic payment or purchase via mobile device – frequency of use

In store contactless payments – frequency of use

How often, if at all, do you use the following?

Contactless payment in store using your mobile device

In store contactless payments – frequency of use

Apple Pay – frequency of use

How often, if at all, do you use the following?

Apple Pay

Apple Pay – frequency of use

Android Pay – frequency of use

How often, if at all, do you use the following?

Android Pay

Android Pay – frequency of use

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

Willingness to spend extra on appealing brand image

To what extent do you agree or disagree with these statements?

I am generally willing to spend extra for a brand with an image that appeals to me

Willingness to spend extra on appealing brand image

Buying branded products

To what extent do you agree or disagree with these statements?

When I shop I always try to buy branded products

 Buying branded products

Variety of consumer choices

To what extent do you agree or disagree with these statements?

I often feel overwhelmed by all the choices I have as a consumer

Variety of consumer choices

Willingness to spend extra on local produce

To what extent do you agree or disagree with these statements?

I am generally willing to spend extra for a product that is produced locally

Willingness to spend extra on local produce

Choosing between brands

To what extent do you agree or disagree with these statements?

If I had to choose between two otherwise equal products, I would buy the one I thought was a better brand

 Choosing between brands

Brands bringing meaning

To what extent do you agree or disagree with these statements?

Brands bring meaning to products

Brands bringing meaning

Brands reflecting personal values

To what extent do you agree or disagree with these statements?

I tend to buy brands that reflect my personal values

Brands reflecting personal values

Attention to costs of brands

To what extent do you agree or disagree with these statements?

I pay attention to the brand of a product only if I’m ready to spend a lot of money on it

 Attention to costs of brands

Trust in familiar brand

To what extent do you agree or disagree with these statements?

I am more likely to trust a new product if it’s made by a brand I already know

Trust in familiar brand

Differences in brand quality

To what extent do you agree or disagree with these statements?

For the same types of product, private-label/store brands and manufacturer brands don’t differ in quality

Differences in brand quality

Brands caring for customers

To what extent do you agree or disagree with these statements?

A good brand cares about their customers

Brands caring for customers

Effect of branding on prices

To what extent do you agree or disagree with these statements?

Branding is just an excuse to charge more money

Effect of branding on prices

Company or expert choosing products

To what extent do you agree or disagree with these statements?

I would rather have a company or expert choose product and service options for me rather than make the decisions myself

Company or expert choosing products

Buying products to feel safe

To what extent do you agree or disagree with these statements?

I make it a priority to buy products and services that make me feel safer

Buying products to feel safe

Reviews informing purchases

To what extent do you agree or disagree with these statements?

If a product or service gets a lot of good reviews, I will try it

Reviews informing purchases

Researching unknown brands

To what extent do you agree or disagree with these statements?

If it’s a brand I don’t know very well, I’ll look at their website before I purchase

Researching unknown brands

Reading reviews to support purchasing decision

To what extent do you agree or disagree with these statements?

If I don’t feel confident making a purchase decision I will look at online reviews

Buying highest quality within personal budget

To what extent do you agree or disagree with these statements?

I always buy the best quality I can afford

Buying highest quality within personal budget