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Channel Metrics: Consumer Distribution Trends in UK Financial and Professional Services - Overview Report

The Channel Metrics series is the most detailed and up-to-date guide to distribution trends in consumer financial and professional services in the UK available on a published basis. It covers 20 separate retail financial products and services, plus legal services, giving it a unique level of detail and information on products that are ignored elsewhere. It analyses: how consumers acquire these products and services - e.g. online, telephone, post or in person; from whom they acquire them - e.g. direct from the provider, through brokers or affinity schemes; and how often they acquire them - i.e. how many consumers acquired a product in the last year, either for the first time or by switching provider instead of renewing or carrying on with an existing product. Findings from this survey, which represents trends in 2011, are compared with those from 2005, 2007 and 2009 to show trends over time. Each of the 20 products or services is covered by its own briefing, while an overview report features them all plus additional, comparative analysis of distribution trends. Overall, the Channel Metrics series offers detailed and unique insights into trends in usage of distribution interfaces and channels across 20 distinct financial or professional products and services - with a dedicated briefing having been produced for each - as follows: Car and home Breakdown recovery insurance home emergency insurance Household insurance Motor insurance Life and health Dental insurance Health / hospital cash plans Life insurance Personal accident insurance Private medical insurance Niche insurance Annual travel insurance Pet insurance Single-trip travel insurance Banking products Credit cards Mortgages Personal loans Prepaid cards Savings accounts Travel money Professional services Financial advice Legal service

Key questions addressed by the research include the following:

  • is customer loyalty on the decline?
  • have online aggregators reached their limit for motor and household insurance, and can they sell products such as life insurance and mortgages effectively?
  • what is the impact of cashback websites?
  • what is the ‘brand stretch' of commercial partners? Which products can a supermarket sell?
  • Does the Post Office brand and branch ‘footprint' work for all products?
  • what financial products are still sold face-to-face, and why has this increased for prepaid cards?
  • what are the distribution trends for rarely-researched products such as breakdown recovery and home emergency insurance?

Channel Metrics: Consumer Distribution Trends in UK Financial and Professional Services is based on the results of an online survey of 1,000 consumers per product or service undertaken during November and December 2011.

Table of Contents

0.0 EXECUTIVE SUMMARY

  • Five products are held by more than half of all consumers
  • ...but competitors need to win the business of ‘switchers' in order to grow
  • Banks may have stifled switching by a lack of competition on interest rates...
  • ...since switching rates continue to rise for insurance products
  • Internet distribution surged between 2009 and 2011, and has not yet reached its peak for most products...
  • ...though it has levelled off for motor insurance
  • Online sales were propelled upwards by aggregators and cashback websites...
  • ...because of the success of aggregators in products such as life insurance, personal loans and mortgages...
  • ...while cashback websites have won share in the price-driven fields of motor and household insurance

1.0 INTRODUCTION

  • Research rationale
    • A number of motivating factors underpin the Channel Metrics report and series of briefings
    • Updating the results from previous surveys
    • Analysis of consumers making an active distribution choice
    • Analysis of consumers purchasing or taking out financial services in prior years
    • Analysis of distribution interfaces and distribution channels
    • Expanding upon the results from previous surveys
  • Finaccord
    • Channel Metrics briefings
    • Car and home
    • Niche insurance
    • Life and health
    • Banking products
    • Professional services
    • Other UK consumer research publications
    • UK affinity and partnership marketing publications

2.0 CHANNEL COMPARISONS

  • Introduction
  • Overall customer take-up rates, 2011
    • Household and motor insurance have the highest take-up rates
    • One or both types of professional service were used by 17.5% of respondents
  • Available customer base, 2011
    • Switchers outnumber new customers for 18 out of 20 products and services...
    • ... and can exceed 20% of the total sample...
    • ...while new buyers never went beyond 5%
  • Trends in switching behaviour, 2005, 2007, 2009 and 2011
    • Trends in switching rates are different between banking and insurance products...
    • ... they rose for personal loans, but not for savings accounts or credit cards...
    • ...and increasing switching rates for insurance products indicate that consumer volatility continues to grow
  • Distribution interfaces
    • Overview
      • Internet sales continue to rise...
      • ... and even to accelerate between 2009 and 2011
    • Face-to-face environment
      • Only three products or services were mostly distributed face to face in 2011
    • Internet
      • Online motor insurance appears to be reaching its peak...
      • ...but other products continue to shift to internet distribution
      • Online sales of prepaid and credit cards fell as banks and building societies increased their market share
    • Inbound telephone
      • Inbound calling is important for niche products, especially where particular distributors rely on it
    • Outbound telephone
      • Low-cost accident and health products can be sold through outbound calling
    • Post
      • The share of credit cards sold by post rose in 2011 after several years of decline
  • Distribution channels
    • Overview
      • Two channels increased their share of the market...
      • ...and direct sales ceased to be the leading channel for the first time
    • Direct sales
      • Direct providers are strongest for banking products...
      • ...and their loss of channel share may at last be slowing for core insurance products
  • Advisers, brokers and aggregators
  • Financial advisers, and loan, mortgage and insurance brokers
    • Mortgages are the only products where brokers are still important
  • Online aggregators
    • Aggregators' share of sales may at last be levelling off for motor, household and single-trip travel insurance...
    • ...but is growing fast for many other products
  • Not-for-profit affinity groups
  • Charities
    • Charities have become less and less important for the distribution of financial services
  • Educational institutions
    • No respondent took out a credit card through an educational institution in 2011
  • Professional and trade associations
    • Associations constitute a significant distribution channel for professional services...
  • Sports organisations
    • ...with legal services a leading area for sports organisations...
  • Trade unions
    • ... and also important for trade unions
  • Financial partners
  • Banks and building societies (acting as intermediaries)
    • Banks' and building societies' role as intermediaries has declined since 2007
  • Credit card companies (acting as intermediaries)
    • Travel insurance can be cross-sold by credit card companies
  • Insurance companies (acting as intermediaries)
    • Fewer consumers bought home emergency and breakdown recovery insurance from insurers...
    • ...with the result that their highest share of sales came from financial advice
  • Non-financial commercial partners
    • Automotive associations
      • Increased sales of non-motor-related policies may not compensate for lost share in their core business
    • Cashback websites
      • Cashback websites are responsible for the latest disruption to traditional distribution channels
    • Catalogue and other retailers
      • Payment card sales through retailers fell in 2011 compared to 2009
    • Estate agents
      • Mortgages and legal services are the main areas of activity for estate agents
    • Football and other sports clubs
      • Football club affinity credit cards have faded away
  • Loyalty schemes
    • Loyalty schemes' share of sales rose for most of the products that they offer
  • Magazines, newspapers and other media entities
    • Use of this channel declined between 2009 and 2011
  • The Post Office
    • Travel money is the flagship financial product for the Post Office, but its share of sales dipped in 2011
  • Supermarkets
    • Supermarkets have found it hard to maintain a significant share of sales over time
  • Utility (electricity, gas and water) companies
    • Utilities gained share of sales for home emergency insurance in 2011...
    • ...but this could be reversed if aggregators and cashback websites continue to expand for this product
  • Sector-specific distribution channels
    • Specialists are holding onto their share of sales in total
    • Travel agents and tour operators still sell travel money effectively, but have weakened for travel insurance
  • The worksite
    • The worksite is a significant channel for financial advice

3.0 PRODUCT ANALYSIS

  • Introduction
    • Car and home
    • Niche insurance
    • Life and health
    • Banking products
    • Professional services
  • Motor insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Breakdown recovery insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Household insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Home emergency insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Annual travel insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Single-trip travel insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Pet insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Life insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Private medical insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Dental insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Health / hospital cash plans
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Personal accident insurance
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Mortgages
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Personal loans
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Credit cards
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Prepaid cards
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Savings accounts
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Travel money
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011 compared to previous years
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Financial advice
    • Switching rates and brand new sales: 2011
    • Distribution interfaces used in 2011
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Reasons for taking financial advice
    • Legal services
    • Distribution interfaces used in 2011
    • Distribution channels used in 2011 compared to previous years
      • Overview
      • Detailed analysis
  • Reasons for arranging legal services

4.0 APPENDIX

  • Research sample and mechanics
  • Research methodology and structure

LIST OF GRAPHICS / TABLES

0.0 EXECUTIVE SUMMARY

  • Switching rates continue to rise for insurance policies, but not for savings and lending products
  • Over half of all financial products and services were sold online in 2011
  • Direct sales ceased to be the primary distribution channel for financial products and services in 2011

1.0 INTRODUCTION

  • The financial services distribution universe: distribution channels and distribution interfaces

2.0 CHANNEL COMPARISONS

  • Available customer base for 20 financial products and services, 2011
  • Available customer base for 20 financial products and services, 2011 (data)
  • Switching rates for six banking products, 2005, 2007, 2009 and 2011
  • Switching rates for 12 insurance products, 2005, 2007, 2009 and 2011
  • Switching rates for 20 financial products, 2005, 2007, 2009 and 2011 (data)
  • Analysis of distribution interfaces used for acquiring 20 financial products, 2011 and all previous years
  • Analysis of distribution interfaces used for acquiring 20 financial products, 2011 and all previous years (data)
  • Analysis of distribution interfaces used for acquiring 12 financial products, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring 12 financial products, 2011, 2009, 2007, 2005 and all previous years (data)
  • % of customers acquiring financial products and services face-to-face, 2011, 2009, 2007, 2005 and all previous years compared (data)
  • % of customers acquiring financial products and services by the internet, 2011, 2009, 2007, 2005 and all previous years compared (data)
  • % of customers acquiring financial products and services by inbound telephone, 2011, 2009, 2007, 2005 and all previous years compared (data)
  • % of customers acquiring financial products and services by outbound telephone, 2011, 2009, 2007, 2005 and all previous years compared (data)
  • % of customers acquiring financial products and services by post, 2011, 2009, 2007, 2005 and all previous years compared (data)
  • Analysis of generic distribution channels used for acquiring 20 financial products, 2011 and all previous years
  • Analysis of generic distribution channels used for acquiring 20 financial products, 2011 and all previous years (data)
  • % of customers acquiring financial products and services through direct contact with the ultimate provider, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through financial advisers, and loan, mortgage and insurance brokers, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through online aggregators, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through charities, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through educational institutions, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through professional and trade associations, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through sports organisations, 2011 and all previous years compared
  • % of customers acquiring financial products and services through trade unions, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through banks and building societies (acting as intermediaries), 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through credit card companies (acting as intermediaries), 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through insurance companies (acting as intermediaries), 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through automotive associations, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through cashback websites, 2011 and all previous years compared
  • % of customers acquiring financial products and services through catalogue and other retailers, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through estate agents, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through football and other sports clubs, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through loyalty schemes, 2011, 2009, 2007 and all previous years compared
  • % of customers acquiring financial products and services through magazines, newspapers and other media entities, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through the Post Office, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through supermarkets, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through utility (electricity, gas and water) companies, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through sector-specific distribution channels, 2011, 2009, 2007, 2005 and all previous years compared
  • % of customers acquiring financial products and services through the worksite, 2011, 2009, 2007, 2005 and all previous years compared

3.0 PRODUCT ANALYSIS

  • Motor insurance
  • % of consumers switching provider or acquiring motor insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring motor insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring motor insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring motor insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring motor insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring motor insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring motor insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Breakdown recovery insurance
  • % of consumers switching provider or acquiring breakdown recovery insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring breakdown recovery insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring breakdown recovery insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring breakdown recovery insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring breakdown recovery insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring breakdown recovery insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring breakdown recovery insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Household insurance
  • % of consumers switching provider or acquiring household insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring household insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring household insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring household insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring household insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring household insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring household insurance, 2009, 2007, 2005 and all previous years (data)
  • Home emergency insurance
  • % of consumers switching provider or acquiring home emergency insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring home emergency insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring home emergency insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring home emergency insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring home emergency insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring home emergency insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring home emergency insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Annual travel insurance
  • % of consumers switching provider or acquiring annual travel insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring annual travel insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring annual travel insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring annual travel insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring annual travel insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring annual travel insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring annual travel insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Single-trip travel insurance
  • % of consumers switching provider or acquiring single-trip travel insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring single-trip travel insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring single-trip travel insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring single-trip travel insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring single-trip travel insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring single-trip travel insurance, 2011
  • Detailed analysis of distribution channels used for acquiring single-trip travel insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Pet insurance
  • % of consumers switching provider or acquiring pet insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring pet insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring pet insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring pet insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring pet insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring pet insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring pet insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Life insurance
  • % of consumers switching provider or acquiring life insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring life insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring life insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring life insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring life insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring life insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring life insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Private medical insurance
  • % of consumers switching provider or acquiring private medical insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring private medical insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring private medical insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring private medical insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring private medical insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring private medical insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring private medical insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Dental insurance
  • % of consumers switching provider or acquiring dental insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring dental insurance, 2011, 2009 and all previous years
  • Analysis of distribution interfaces used for acquiring dental insurance, 2011, 2009 and all previous years (data)
  • Analysis of distribution channels used for acquiring dental insurance, 2011, 2009 and all previous years
  • Analysis of distribution channels used for acquiring dental insurance, 2011, 2009 and all previous years (data)
  • Detailed analysis of distribution channels used for acquiring dental insurance, 2011, 2009 and all previous years (data)
  • Health / hospital cash plans
  • % of consumers switching provider or acquiring a health / hospital cash plan for the first time, 2011
  • Analysis of distribution interfaces used for acquiring health / hospital cash plans, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring health / hospital cash plans, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring health / hospital cash plans, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring health / hospital cash plans, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring health / hospital cash plans, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring health / hospital cash plans, 2011, 2009, 2007, 2005 and all previous years (data)
  • Personal accident insurance
  • % of consumers switching provider or acquiring personal accident insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring personal accident insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring personal accident insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring personal motor insurance, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring personal accident insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring personal accident insurance, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring personal accident insurance, 2011, 2009, 2007, 2005 and all previous years (data)
  • Mortgages
  • % of consumers switching provider or taking out a mortgage for the first time, 2011
  • Analysis of distribution interfaces used for taking out mortgages, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for taking out mortgages, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for taking out mortgages, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for taking out mortgages, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for taking out mortgages, 2011 and all previous years
  • Detailed analysis of distribution channels used for taking out mortgages, 2011, 2009, 2007, 2005 and all previous years (data)
  • Personal loans
  • % of consumers switching provider or taking out a personal loan for the first time, 2011
  • Analysis of distribution interfaces used for taking out personal loans, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for taking out personal loans, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for taking out personal loans, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for taking out personal loans, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for taking out personal loans, 2011 and all previous years
  • Detailed analysis of distribution channels used for taking out personal loans, 2011, 2009, 2007, 2005 and all previous years (data)
  • Credit cards
  • % of consumers switching provider or acquiring credit cards for the first time, 2011
  • Analysis of distribution interfaces used for acquiring credit cards, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution interfaces used for acquiring credit cards, 2011, 2009, 2007, 2005 and all previous years (data)
  • Analysis of distribution channels used for acquiring credit cards, 2011, 2009, 2007, 2005 and all previous years
  • Analysis of distribution channels used for acquiring credit cards, 2011, 2009, 2007, 2005 and all previous years (data)
  • Comparison of main distribution channels used for acquiring credit cards, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring credit cards, 2011, 2009, 2007, 2005 and all previous years (data)
  • Prepaid cards
  • % of consumers switching provider or acquiring prepaid cards for the first time, 2011
  • Analysis of distribution interfaces used for acquiring prepaid cards, 2011, 2009 and all previous years
  • Analysis of distribution interfaces used for acquiring prepaid cards, 2011, 2009 and all previous years (data)
  • Analysis of distribution channels used for acquiring prepaid cards, 2011, 2009 and all previous years
  • Analysis of distribution channels used for acquiring prepaid cards, 2011, 2009 and all previous years (data)
  • Comparison of main distribution channels used for acquiring prepaid cards, 2011 and all previous years
  • Detailed analysis of distribution channels used for acquiring prepaid cards, 2011, 2009 and all previous years (data)
  • Savings accounts
  • % of consumers switching provider or taking out a savings account for the first time, 2011
  • Analysis of distribution interfaces used for taking out savings accounts, 2011, 2009, 2007 and all previous years
  • Analysis of distribution interfaces used for taking out savings accounts, 2011, 2009, 2007 and all previous years (data)
  • Analysis of distribution channels used for taking out savings accounts, 2011, 2009, 2007and all previous years
  • Analysis of distribution channels used for taking out savings accounts, 2011, 2009, 2007 and all previous years (data)
  • Comparison of main distribution channels used for taking out savings accounts, 2011 and all previous years
  • Detailed analysis of distribution channels used for taking out savings accounts, 2011, 2009, 2007 and all previous years (data)
  • Travel money
  • % of consumers switching provider or acquiring travel money insurance for the first time, 2011
  • Analysis of distribution interfaces used for acquiring travel money, 2011, 2009 and all previous years
  • Analysis of distribution interfaces used for acquiring travel money, 2011, 2009 and all previous years (data)
  • Analysis of distribution channels used for acquiring travel money, 2011, 2009 and all previous years
  • Analysis of distribution channels used for acquiring travel money, 2011, 2009 and all previous years (data)
  • Comparison of main distribution channels used for acquiring travel money, 2011
  • Detailed analysis of distribution channels used for acquiring travel money, 2011, 2009 and all previous years (data)
  • Financial advice
  • % of consumers switching provider or taking financial advice for the first time, 2011
  • Analysis of distribution interfaces used for taking financial advice, 2011
  • Analysis of distribution interfaces used for taking financial advice, 2011 (data)
  • Analysis of distribution channels used for taking financial advice, 2011
  • Analysis of distribution channels used for taking financial advice, 2011 (data)
  • Comparison of main distribution channels used for taking financial advice, 2011
  • Detailed analysis of distribution channels used for taking financial advice, 2011 (data)
  • Reasons for taking financial advice, 2011
  • Legal services
  • % of consumers switching provider or arranging legal services for the first time, 2011
  • Analysis of distribution interfaces used for arranging legal services, 2011
  • Analysis of distribution interfaces used for arranging legal services, 2011 (data)
  • Analysis of distribution channels used for arranging legal services, 2011
  • Analysis of distribution channels used for arranging legal services, 2011 (data)
  • Comparison of main distribution channels used for arranging legal services, 2011
  • Detailed analysis of distribution channels used for arranging legal services, 2011 (data)
  • Reasons for arranging legal services, 2011

4.0 APPENDIX

  • Sample breakdown by age group, household income band and geographical location
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