Channel Metrics: Trends in Consumer Distribution Channel Usage in Financial Services in Germany - Overview Report

Channel Metrics: Trends in Consumer Distribution Channel Usage in Financial Services in Germany - Overview Report published by Finaccord Ltd. in January, 2009. This report consists of 300 Pages and the price starts from US $ 595.

Introduction

Abstract

Channel Metrics is a series of 25 briefings and an overview report based on original consumer research with a total sample of 3,000 respondents investigating trends in consumer distribution channel usage in financial services in Germany. In addition to gathering data for overall take-up rates and annual churn rates across the various financial products and services considered, the research also yields results regarding the distribution interface and specific distribution channel used to purchase or take out the same financial services during 2008. Moreover, with a view to understanding how distribution dynamics are changing, this data is compared with the choices made by customers for each product in all years prior to 2008. In order to provide clear insights into the subject, this analysis of distribution interfaces and channels incorporates only the responses of consumers making an active choice of distribution channels during the period in question. Consumers making or intending to make an active choice are defined as those who switch provider for a given financial product or service during the time frame under review or those buying the product or service having not held it during the previous year, thereby excluding respondents who merely remain with the same provider. As such, the Channel Metrics series constitutes the most detailed and up-to-date guide to distribution trends in consumer financial services in Germany available on a published basis. Key questions addressed by the research include the following: - what is the rate of progress of the Internet as a distribution interface and online aggregators and price comparison providers as a specific distribution channel and how does this vary from product to product? - for which financial products and services does there appear to be a consistent requirement on the part of consumers for face-to-face interaction? - to what extent are private banks, savings banks and co-operative banks increasing their market share for insurance products that they distribute on an intermediated basis? - what impact are commercial partners such as loyalty schemes, the Post Office, supermarkets and other retailers having on the distribution systems used for consumer financial services? - what are the distribution trends for rarely researched niche financial products such as breakdown recovery insurance, car finance and leasing contracts, dental insurance, legal expenses insurance and long-term care insurance? Overall, the Channel Metrics series offers detailed and unique insights into current and future trends in distribution channel usage across 25 distinct financial products and services - with a dedicated briefing having been produced for each - as follows: motor insurance, breakdown recovery insurance, extended warranties (for cars), household insurance, protection life insurance, private health insurance, hospital cash insurance, dental insurance, personal accident insurance, funeral expenses insurance, work incapacity insurance, mortgages, personal loans / consumer finance, payment protection insurance, car finance and leasing contracts, credit cards, legal expenses insurance, personal liability insurance, travel insurance, savings accounts, savings bonds, investment life insurance, private pension insurance, supplementary pension insurance and long-term care insurance. Channel Metrics: Trends in Consumer Distribution Channel Usage in Financial Services in Germany is based on the results of an on-line survey of 3,000 consumers arranged by mo' web during November and December 2008.

Table of Contents

0.0 EXECUTIVE SUMMARY

• Research background and structure
• Take-up rates are highest for personal liability insurance, motor insurance and household insurance
• Face-to-face transactions are clearly declining in importance as a distribution interface partly as a consequence of rising utilisation of the Internet for a majority of financial products
• More than a quarter of sales of funeral expenses insurance are initiated by inbound telephone calls while the effectiveness of outbound telephone sales is increasing for a number of products
• Acquisition by post is growing for only around a half of the financial products considered
• In a majority of cases, there is an increasing trend away from direct sales in financial services albeit traditional insurance agents are the biggest losers as distribution systems evolve
• To differing extents, commercial organisations have made some progress as distribution partners although the German Post Office has yet to realise its potential in the insurance sector and the entry of supermarkets into financial services remains at a relatively early stage
• Worksite marketing is hindered by an under-developed market for employee benefits in Germany
• Distribution systems are gradually evolving in Germany although the dynamics are complex

1.0 INTRODUCTION

• Research rationale
• A number of motivating factors underpin the Channel Metrics report and series of briefings
• Research sample and mechanics 12
• Research methodology and structure 14
• Finaccord 15
• Channel Metrics briefings 15
• Other consumer research publications for Germany 16
• Affinity and partnership marketing publications for Germany 16
• mo' web 17

2.0 CHANNEL COMPARISONS 19

• Introduction 19
• Overall customer take-up rates, 2008 21
• Over two thirds of respondents possess personal liability insurance and motor insurance 21
• Brand new purchases, 2008 23
• Personal accident insurance records the highest proportion of brand new sales in 2008 23
• Switching rates - 2008 25
• Switching rates for motor insurance dwarf those for other financial services whether measured in terms of all consumers or current customers 27
• Face-to-face environment 29
• Almost 80% of customers take out car finance contracts in a face-to-face environment 29
• Face-to-face transactions are declining in importance for all types of financial product 29
• Internet 31
• In all but four cases, the Internet is increasing in importance as a distribution interface 31
• Inbound telephone 33
• Inbound telephone calls account for more than 20% of transactions in only one case although their importance is increasing for a majority of financial products
• Outbound telephone
• Outbound telesales programs account for a share of transactions above 10% in four cases and their effectiveness appears to be increasing for a majority of financial services
• Post
• The post is used as a distribution interface across all financial products considered but experiences increasing utilization for only around a half of those investigated
• Generic distribution channels - 2008 and all previous years compared
• Direct sales
• The direct channel accounts for more than 60% of sales for five of the products reviewed although seems to be declining in importance over time for a majority of financial services
• Financial intermediaries
• In three cases, financial intermediaries account for more than half of the share of sales
• Financial partners
• Financial partners account for more than a third of sales in four instances
• Not-for-profit affinity groups
• Not-for-profit affinity groups constitute a viable channel for some financial services
• Non-financial commercial partners
• Non-financial commercial partners are especially influential for certain financial services including financial products linked to car ownership and travel
• The worksite
• Only a small percentage of sales of financial products are achieved through employers
• Specific distribution channels - 2008 and all previous years compared
• Financial intermediaries
• Insurance agents
• Insurance agents hold a high share across the spectrum of insurance products
• Insurance, loan and mortgage brokers
• Financial brokers account for at least 20% of all sales for five different products with their presence increasing for some products while declining for others
• Online aggregators and price comparison providers
• Online brokers are becoming an important distribution channel for motor insurance
• Financial partners
• Private banks (acting as direct providers and partners)
• Banks are the dominant provider of payment protection insurance and are gaining ground in several other areas
• Co-operative banks (acting as direct providers and partners)
• Co-operative banks are becoming more important as distributors of insurance products albeit they appear to be losing ground in their core banking markets
• Credit card companies (acting as partners)
• Credit card companies hold a small distribution share for several financial services
• Savings banks (acting as direct providers and partners)
• Savings banks are making progress as distributors of insurance products with a strong performance visible in the case of funeral expenses insurance
• Not-for-profit affinity groups
• Automotive clubs
• Automotive clubs can be used to distribute financial services linked to car ownership
• Charities
• Charities constitute a minor distribution channel for financial services
• Professional and trade associations
• Professional and trade associations offer a broad array of financial services
• Trade unions
• Trade unions are most significant as distributors of funeral expenses and long-term care insurance68
• Non-financial commercial partners
• General automotive clubs
• General automotive clubs are effective distributors of several types of financial product
• Car dealers and manufacturers
• The automotive trade holds a distribution share of more than half for core financial services
• but is struggling to make an impact in the highly competitive motor insurance sector
• Football and other sports clubs
• Football and other sports clubs can offer no more than a niche distribution opportunity
• Loyalty programs
• Loyalty schemes achieve a measurable distribution share in 2008 for nine products
• Newspapers, magazines and other media entities
• Media affinities achieve the highest rates of utilisation in 2008 for savings bonds
• The Post Office
• Germany' s Post Office has yet to realise its potential for distributing insurance products
• Supermarkets
• The impact of supermarkets in distribution of financial services remains very limited
• although there is some evidence to suggest that it may be growing
• Catalogue and other retailers
• Catalogue and other retailers offer a viable niche channel for a variety of financial services
• Utilities
• Utilities occasionally collaborate with insurers for direct marketing programs
• Sector-specific distribution channels
• Airlines and travel companies are reasonably significant distributors of travel insurance
• Estate agents occupy a peripheral position as distributors in the market for mortgages

3.0 PRODUCT ANALYSIS

• Introduction
• Motor insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Breakdown recovery insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Extended warranties for cars
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Household insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Legal expenses insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Personal liability insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Travel insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Protection life insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Private health insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Hospital cash insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Dental insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Personal accident insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Funeral expenses insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Work incapacity insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Mortgages
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Personal loans and consumer finance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Payment protection insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Car finance and leasing
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Credit cards
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Savings accounts
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Savings bonds
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Investment life insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Private pension insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Supplementary pension insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis
• Long-term care insurance
• Switching rates and brand new sales - 2008
• Distribution interfaces - 2008 and all previous buyers compared
• Distribution channels - 2008 and all previous buyers compared
• Overview
• Detailed analysis

GRAPHICS / TABLES

• The financial services distribution channel universe - specific distribution channels and distribution interfaces 11
• Sample breakdown by age group, household income band and geographical location 13
• Overall customer % take-up rates for 25 financial products and services, 2008 22
• % of customers making brand new purchases for 25 financial products and services, 2008 24
• % of all customers switching provider for 25 financial products and services, 2008 26
• % of current customers switching provider for 25 financial products and services, 2008 28
• % of customers acquiring financial products and services through the face-to-face distribution interface - 2008 and all previous years compared (data) 30
• % of customers acquiring financial products and services through the Internet distribution interface - 2008 and all previous years compared (data) 32
• % of customers acquiring financial products and services through the inbound telephone distribution interface - 2008 and all previous years compared (data) 34
• % of customers acquiring financial products and services through the outbound telephone distribution interface - 2008 and all previous years compared (data) 36
• % of customers acquiring financial products and services through the postal distribution interface - 2008 and all previous years compared (data) 38
• % of customers acquiring financial products and services through direct contact with the ultimate provider - 2008 and all previous years compared (data) 40
• % of customers acquiring financial products and services through financial intermediaries - 2008 and all previous years compared (data) 42
• % of customers acquiring financial products and services through financial partners - 2008 and all previous years compared (data) 44
• % of customers acquiring financial products and services through not-for-profit affinity groups - 2008 and all previous years compared (data) 46
• % of customers acquiring financial products and services through non-financial commercial Partners - 2008 and all previous years compared (data) 48
• % of customers acquiring financial products and services through the worksite - 2008 and all previous years compared (data) 50
• % of customers acquiring financial products and services through insurance agents - 2008 and all previous years compared (data) 52
• % of customers acquiring financial products and services through insurance, loan or mortgage brokers - 2008 and all previous years compared (data) 54
• % of customers acquiring financial products and services through online aggregators and price comparison providers - 2008 and all previous years compared (data) 56
• % of customers acquiring financial products and services through private banks (acting as direct providers and partners) - 2008 and all previous years compared (data) 58
• % of customers acquiring financial products and services through co-operative banks (acting as direct providers and partners) - 2008 and all previous years compared (data) 60
• % of customers acquiring financial products and services through co-operative banks (acting as partners) - 2008 and all previous years compared (data) 61
• % of customers acquiring financial products and services through savings banks (acting as direct providers and partners) - 2008 and all previous years compared (data) 63
• % of customers acquiring financial products and services through specialised automotive clubs - 2008 and all previous years compared (data) 64
• % of customers acquiring financial products and services through charities - 2008 and all previous years compared (data) 66
• % of customers acquiring financial products and services through professional or trade associations - 2008 and all previous years compared (data) 67
• % of customers acquiring financial products and services through trade unions - 2008 and all previous years compared (data) 69
• % of customers acquiring financial products and services through general automotive clubs (acting as direct providers and partners) - 2008 and all previous years compared (data) 71
• % of customers acquiring financial products and services through car dealers or manufacturers - 2008 and all previous years compared (data) 72
• % of customers acquiring financial products and services through football or other sports clubs - 2008 and all previous years compared (data) 73
• % of customers acquiring financial products and services through loyalty programs - 2008 and all previous years compared (data) 75
• % of customers acquiring financial products and services through newspapers, magazines and other media entities - 2008 and all previous years compared (data) 77
• % of customers acquiring financial products and services through the Post Office - 2008 and all previous years compared (data) 79
• % of customers acquiring financial products and services through supermarkets - 2008 and all previous years compared (data) 81
• % of customers acquiring financial products and services through catalogue and other retailers - 2008 and all previous years compared (data) 83
• % of customers acquiring financial products and services through electricity and gas companies - 2008 and all previous years compared (data) 84
• % of customers acquiring financial products and services through sector-specific distribution channels - 2008 and all previous years compared (data) 86
• % of consumers switching provider or acquiring motor insurance for the first time, 2008 90
• Analysis of distribution interfaces used for acquiring motor insurance, 2008 and all previous years 92
• Analysis of distribution interfaces used for acquiring motor insurance, 2008 and all previous years (data) 93
• Overview of distribution channels used for acquiring motor insurance, 2008 and all previous years 95
• Overview of distribution channels used for acquiring motor insurance, 2008 and all previous years (data) 96
• Detailed analysis of distribution channels used for acquiring motor insurance, 2008 and all previous years (data) 98
• % of consumers switching provider or acquiring a breakdown recovery insurance for the first time, 2008 99
• Analysis of distribution interfaces used for acquiring breakdown recovery insurance, 2008 and all previous years 101
• Analysis of distribution interfaces used for acquiring breakdown recovery insurance, 2008 and all previous years (data) 102
• Overview of distribution channels used for acquiring breakdown recovery insurance, 2008 and all previous years 104
• Overview of distribution channels used for acquiring breakdown recovery insurance, 2008 and all previous years (data) 105
• Detailed analysis of distribution channels used for acquiring breakdown recovery insurance, 2008 and all previous years (data) 107
• % of consumers switching provider or acquiring an extended warranty for the first time, 2008 108
• Analysis of distribution interfaces used for acquiring extended warranties for cars, 2008 and all previous years 110
• Analysis of distribution interfaces used for acquiring extended warranties for cars, 2008 and all previous years (data) 111
• Overview of distribution channels used for acquiring extended warranties for cars, 2008 and all previous years 113
• Overview of distribution channels used for acquiring extended warranties for cars, 2008 and all previous years (data) 114
• Detailed analysis of distribution channels used for acquiring extended warranties for cars, 2008 and all previous years (data) 115
• % of consumers switching provider or acquiring household insurance for the first time, 2008 116
• Analysis of distribution interfaces used for acquiring household insurance, 2008 and all previous years 118
• Analysis of distribution interfaces used for acquiring household insurance, 2008 and all previous years (data) 119
• Overview of distribution channels used for acquiring household insurance, 2008 and all previous years 121
• Overview of distribution channels used for acquiring household insurance, 2008 and all previous years (data) 122
• Detailed analysis of distribution channels used for acquiring household insurance, 2008 and all previous years (data) 124
• % of consumers switching provider or acquiring legal expenses insurance for the first time, 2008 125
• Analysis of distribution interfaces used for acquiring legal expenses insurance, 2008 and all previous years 127
• Analysis of distribution interfaces used for acquiring legal expenses insurance, 2008 and all previous years (data) 128
• Overview of distribution channels used for acquiring legal expenses insurance, 2008 and all previous years 130
• Overview of distribution channels used for acquiring legal expenses insurance, 2008 and all previous years (data) 131
• Detailed analysis of distribution channels used for acquiring legal expenses insurance, 2008 and all previous years (data) 133
• % of consumers switching provider or acquiring personal liability insurance for the first time, 2008 134
• Analysis of distribution interfaces used for acquiring personal liability insurance, 2008 and all previous years 136
• Analysis of distribution interfaces used for acquiring personal liability insurance, 2008 and all previous years (data) 137
• Overview of distribution channels used for acquiring private liability insurance, 2008 and all previous years 139
• Overview of distribution channels used for acquiring personal liability insurance, 2008 and all previous years (data) 140
• Detailed analysis of distribution channels used for acquiring personal liability insurance, 2008 and all previous years (data) 142
• % of consumers switching provider or acquiring travel insurance for the first time, 2008 143
• Analysis of distribution interfaces used for acquiring travel insurance, 2008 and all previous years 145
• Analysis of distribution interfaces used for acquiring travel insurance, 2008 and all previous years (data) 146
• Overview of distribution channels used for acquiring travel insurance, 2008 and all previous years 148
• Overview of distribution channels used for acquiring travel insurance, 2008 and all previous years (data) 149
• Detailed analysis of distribution channels used for acquiring travel insurance, 2008 and all previous years (data) 151
• % of consumers switching provider or acquiring protection life insurance for the first time, 2008 152
• Analysis of distribution interfaces used for acquiring protection life insurance, 2008 and all previous years 154
• Analysis of distribution interfaces used for acquiring risk life insurance, 2008 and all previous years (data) 155
• Overview of distribution channels used for acquiring protection life insurance, 2008 and all previous years 157
• Overview of distribution channels used for acquiring protection life insurance, 2008 and all previous years (data) 158
• Detailed analysis of distribution channels used for acquiring protection life insurance, 2008 and all previous years (data) 160
• % of consumers switching provider or acquiring private health insurance for the first time, 2008 161
• Analysis of distribution interfaces used for acquiring private health insurance, 2008 and all previous years 163
• Analysis of distribution interfaces used for acquiring private health insurance, 2008 and all previous years (data) 164
• Overview of distribution channels used for acquiring private health insurance, 2008 and all previous years 166
• Overview of distribution channels used for acquiring private health insurance, 2008 and all previous years (data) 167
• Detailed analysis of distribution channels used for acquiring private health insurance, 2008 and all previous years (data) 169
• % of consumers switching provider or acquiring hospital cash insurance for the first time, 2008 170
• Analysis of distribution interfaces used for acquiring hospital cash insurance, 2008 and all previous years 172
• Analysis of distribution interfaces used for acquiring hospital cash insurance, 2008 and all previous years (data) 173
• Overview of distribution channels used for acquiring hospital cash insurance, 2008 and all previous years 175
• Overview of distribution channels used for acquiring hospital cash insurance, 2008 and all previous years (data) 176
• Detailed analysis of distribution channels used for acquiring hospital cash insurance, 2008 and all previous years (data) 178
• % of consumers switching provider or acquiring dental insurance for the first time, 2008 179
• Analysis of distribution interfaces used for acquiring dental insurance, 2008 and all previous years 181
• Analysis of distribution interfaces used for acquiring dental insurance, 2008 and all previous years (data) 182
• Overview of distribution channels used for acquiring dental insurance, 2008 and all previous years 184
• Overview of distribution channels used for acquiring dental insurance, 2008 and all previous years (data) 185
• Detailed analysis of distribution channels used for acquiring dental insurance, 2008 and all previous years (data) 186
• % of consumers switching provider or acquiring personal accident insurance for the first time, 2008 187
• Analysis of distribution interfaces used for acquiring personal accident insurance, 2008 and all previous years 189
• Analysis of distribution interfaces used for acquiring personal accident insurance, 2008 and all previous years (data) 190
• Overview of distribution channels used for acquiring personal accident insurance, 2008 and all previous years 192
• Overview of distribution channels used for acquiring personal accident insurance, 2008 and all previous years (data) 193
• Detailed analysis of distribution channels used for acquiring personal accident insurance, 2008 and all previous years (data) 194
• % of consumers switching provider or acquiring funeral expenses insurance for the first time, 2008 195
• Analysis of distribution interfaces used for acquiring funeral expenses insurance, 2008 and all previous years 197
• Analysis of distribution interfaces used for acquiring funeral expenses insurance, 2008 and all previous years (data) 198
• Overview of distribution channels used for acquiring funeral expenses insurance, 2008 and all previous years 200
• Overview of distribution channels used for acquiring funeral expenses insurance, 2008 and all previous years (data) 201
• Detailed analysis of distribution channels used for acquiring funeral expenses insurance, 2008 and all previous years (data) 203
• % of consumers switching provider or acquiring work incapacity insurance for the first time, 2008 204
• Analysis of distribution interfaces used for acquiring work incapacity insurance, 2008 and all previous years 206
• Analysis of distribution interfaces used for acquiring work incapacity insurance, 2008 and all previous years (data) 207
• Overview of distribution channels used for acquiring work incapacity insurance, 2008 and all previous years 209
• Overview of distribution channels used for acquiring work incapacity insurance, 2008 and all previous years (data) 210
• Detailed analysis of distribution channels used for acquiring work incapacity insurance, 2008 and all previous years (data) 211
• % of consumers switching provider or acquiring mortgages for the first time, 2008 212
• Analysis of distribution interfaces used for acquiring mortgages, 2008 and all previous years 214
• Analysis of distribution interfaces used for acquiring mortgages, 2008 and all previous years (data) 215
• Overview of distribution channels used for acquiring mortgages, 2008 and all previous years 217
• Overview of distribution channels used for acquiring mortgages, 2008 and all previous years (data) 218
• Detailed analysis of distribution channels used for acquiring mortgages, 2008 and all previous years (data) 219
• % of consumers switching provider or acquiring personal loans or consumer finance for the first time, 2008 220
• Analysis of distribution interfaces used for acquiring personal loans or consumer finance, 2008 and all previous years 222
• Analysis of distribution interfaces used for acquiring personal loan or consumer finance, 2008 and all previous years (data) 223
• Overview of distribution channels used for acquiring personal loan or consumer finances and consumer finance / consumer finance, 2008 and all previous years 225
• Overview of distribution channels used for acquiring personal loans or consumer finance, 2008 and all previous years (data) 226
• Detailed analysis of distribution channels used for acquiring personal loans or consumer finance, 2008 and all previous years (data) 228
• % of customers switching provider or acquiring payment protection insurance for the first time, 2008 229
• Analysis of distribution interfaces used for acquiring payment protection insurance, 2008 and all previous years 231
• Analysis of distribution interfaces used for acquiring payment protection insurance, 2008 and all previous years (data) 232
• Overview of distribution channels used for acquiring payment protection insurance, 2008 and all previous years 234
• Overview of distribution channels used for acquiring payment protection insurance, 2008 and all previous years (data) 235
• Detailed analysis of distribution channels used for acquiring payment protection insurance, 2008 and all previous years (data) 236
• % of consumers switching provider or acquiring a car finance or leasing contract for the first time, 2008 237
• Analysis of distribution interfaces used for acquiring car finance and leasing contracts, 2008 and all previous years 239
• Analysis of distribution interfaces used for acquiring car finance and leasing contracts, 2008 and all previous years (data) 240
• Overview of distribution channels used for acquiring car finance and leasing contracts, 2008 and all previous years 242
• Overview of distribution channels used for acquiring car finance and leasing contracts, 2008 and all previous years (data) 243
• Detailed analysis of distribution channels used for acquiring car finance and leasing contracts, 2008 and all previous years (data) 245
• % of consumers switching provider or acquiring a credit card for the first time, 2008 246
• Analysis of distribution interfaces used for acquiring credit cards, 2008 and all previous years 247
• Analysis of distribution interfaces used for acquiring credit cards, 2008 and all previous years (data) 248
• Overview of distribution channels used for acquiring credit cards, 2008 and all previous years 250
• Overview of distribution channels used for acquiring credit cards, 2008 and all previous years (data) 251
• Detailed analysis of distribution channels used for acquiring credit cards, 2008 and all previous years (data) 253
• % of consumers switching provider or acquiring a savings account for the first time, 2008 254
• Analysis of distribution interfaces used for acquiring savings accounts, 2008 and all previous years 256
• Analysis of distribution interfaces used for acquiring savings accounts, 2008 and all previous years (data) 257
• Overview of distribution channels used for acquiring savings accounts, 2008 and all previous years 259
• Overview of distribution channels used for acquiring savings accounts, 2008 and all previous years (data) 260
• Detailed analysis of distribution channels used for acquiring savings accounts, 2008 and all previous years (data) 262
• % of consumers switching provider or acquiring a savings bond for the first time, 2008 263
• Analysis of distribution interfaces used for acquiring savings bonds, 2008 and all previous years 265
• Analysis of distribution interfaces used for acquiring savings bonds, 2008 and all previous years (data) 266
• Overview of distribution channels used for acquiring savings bonds, 2008 and all previous years 268
• Overview of distribution channels used for acquiring savings bonds, 2008 and all previous years (data) 269
• Detailed analysis of distribution channels used for acquiring savings bonds, 2008 and all previous years (data) 271
• % of consumers switching provider or acquiring investment life insurance for the first time, 2008 272
• Analysis of distribution interfaces used for acquiring investment life insurance, 2008 and all previousyears 274
• Analysis of distribution interfaces used for acquiring investment life insurance, 2008 and all previous years (data) 275
• Overview of distribution channels used for acquiring investment life insurance, 2008 and all previous years 277
• Overview of distribution channels used for acquiring investment life insurance, 2008 and all previous years (data) 278
• Detailed analysis of distribution channels used for acquiring investment life insurance, 2008 and all previous years (data) 280
• % of consumers switching provider or acquiring private pension insurance for the first time, 2008 281
• Analysis of distribution interfaces used for acquiring private pension insurance, 2008 and all previous years 283
• Analysis of distribution interfaces used for acquiring private pension insurance, 2008 and all previous years (data) 284
• Overview of distribution channels used for acquiring private pension insurance, 2008 and all previous years 286
• Overview of distribution channels used for acquiring private pension insurance, 2008 and all previous years (data) 287
• Detailed analysis of distribution channels used for acquiring private pension insurance, 2008 and all previous years (data) 289
• % of customers switching provider or acquiring supplementary pension insurance for the first time, 2008 290
• Analysis of distribution interfaces used for acquiring supplementary pension insurance, 2008 and all previous years 292
• Analysis of distribution interfaces used for acquiring supplementary pension insurance, 2008 and all previous years (data) 293
• Overview of distribution channels used for acquiring supplementary pension insurance, 2008 and all previous years 295
• Overview of distribution channels used for acquiring supplementary pension insurance, 2008 and all previous years (data) 296
• Detailed analysis of distribution channels used for acquiring supplementary pension insurance, 2008 and all previous years (data) 298
• % of consumers switching provider or acquiring long-term care insurance for the first time, 2008 299
• Analysis of distribution interfaces used for acquiring long-term care insurance, 2008 and all previous years 301
• Analysis of distribution interfaces used for acquiring long-term care insurance, 2008 and all previous years (data) 302
• Overview of distribution channels used for acquiring long-term care insurance, 2008 and all previous years 304
• Overview of distribution channels used for acquiring long-term care insurance, 2008 and all previous years (data) 305
• Detailed analysis of distribution channels used for acquiring long-term care insurance, 2008 and all previous years (data) 307

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