Marketing Communications and Complaints Survey

Transcription

1 Marketing Communications and Complaints Survey September 2014 ASK ALL D2. Are you.. 1. Male 2. Female ASK ALL D3. What was your age last birthday? ASK ALL QGBSEG. Which of the following groups does the Chief Income Earner in your household belong to? The person in the household with the largest income is the Chief Income Earner, however this income is obtained. If the Chief Income Earner is retired and has an occupational pension, please select according to the previous occupation. If the Chief Income Earner is not in paid employment and has been out of work for less than 6 months, please select according to previous occupation. Please pick one only 1. Semi or unskilled manual worker (e.g. Manual jobs that require no special training or qualifications; Manual workers, Trainees to be skilled trades, Janitor, Cleaner, Pre School Assistant, Park keeper, non- HGV driver, shop assistant etc.) 2. Skilled manual worker (e.g. Skilled Bricklayer, Carpenter, Plumber, Painter, Bus/Ambulance Driver, HGV driver, Unqualified assistant teacher, restaurant/bar worker, etc) 3. Supervisory or clerical/ Junior managerial/ Professional/ administrator (e.g. Office worker, Student Doctor, Foreman with 25+ employees, sales person, Student Teachers etc) 4. Intermediate managerial/ Professional/ Administrative (e.g. Newly qualified (under 3 years) doctor, Lawyer, Board director small organisation, middle manager in large organisation, principle officer in civil Service/local government etc) 1

2 5. Higher managerial/ Professional/Administrative (e.g. Established doctor, Lawyer, Board Director in large Organisation (200+ employees, top level civil servant/public service employee), Headmaster/mistress, etc) 6. Student 7. Retired and living on social security only 8. Unemployed (for over 6 months) or not working due to long term sickness D9. Are you 1. Married 2. Cohabiting 3. Single 4. Widowed 5. Divorced/separated 2

3 Main questionnaire ASK ALL.ROTATE OPTIONS.SC Q1. How often do you receive the following kinds of communication? a. Every day b. 2-3 times a week c. Once a week d. A few times a month e. Once a month f. Every 2-3 months g. Less often h. Never i. Don t know 1. A piece of direct mail from a company or charity personally addressed to myself 2. An unsolicited telephone call e.g. a cold call from a company that I have no relationship with and does not have permission to call me 3. An unsolicited spam 4. An unsolicited marketing text message 5. Someone knocking on my door to try and sell me something/ask me to give a donation to a charity ALWAYS FIX NEXT TO 6 6. Someone stopping me in the street to try and sell me something / ask me to give a donation to a charity ALWAYS FIX NEXT TO 5 SCREEN OUT IF Q1=h or i for all options 1-6. ***For these questions Q2,3,4,5,6 pull through options 1-6 if Q1=NOT H OR I AND ROTATE OPTIONS*** ASK ALL.SC Q2. And thinking about the past week, how much of the following kinds of communication did you receive? A piece of direct mail from a company or charity personally addressed to myself 2. An unsolicited telephone call e.g. a cold call from a company that I have no relationship with and does not have permission to call me 3. An unsolicited spam 4. An unsolicited marketing text message 5. Someone knocking on my door to try and sell me something/make me give a donation to a charity ALWAYS FIX NEXT TO 6 6. Someone stopping me in the street to try and sell me something / make me give a donation to a charity ALWAYS FIX NEXT TO 5 3

4 ASK ALL.SC Q3. Thinking about the last time you received the following kinds of communications, what kind of company / organisation was it from? 1. A piece of direct mail from a company or charity personally addressed to myself 2. An unsolicited telephone call e.g a cold call from a company that I have no relationship with and does not have permission to call me 3. An unsolicited spam 4. An unsolicited marketing text message 5. Someone knocking on my door to try and sell me something/ ask me to give a donation to a charity ALWAYS FIX NEXT TO 6 6. Someone stopping me in the street to try and sell me something /ask me to give a donation to a charity ALWAYS FIX NEXT TO 5 ROWS. RANDOMISE 1. A company contacting you about PPI compensation 2. A company offering pay day loans 3. A company offering accident claims 4. A company in the financial services sector (e.g. bank) 5. A utility company (e.g. electricity, gas, mobile phone network etc) 6. A company offering home entertainment services (TV, broadband, etc) 7. A home improvement or home appliances company (e.g. double-glazing, central heating, solar panels etc) 8. A charity 9. A supermarket or food service company 10. A company offering medicines or health insurance 11. A mail order company 12. Other 13. Don t know I avoided finding out ALWAYS FIX AT BOTTOM AND NEXT TO Don t know I can t remember ALWAYS FIX AT BOTTOM AND NEXT TO 13 ASK ALL. SC Q4. How often, if at all, do you find the following types of communication intrusive? By intrusive, we mean an unwelcome type of communication that causes you disruption or annoyance 1. A piece of direct mail from a company or charity personally addressed to myself 2. An unsolicited telephone call e.g. a cold call from a company that I have no relationship with and does not have permission to call me 3. An unsolicited spam 4. An unsolicited marketing text message 5. Someone knocking on my door to try and sell me something/ask me to give a donation to a charity ALWAYS FIX NEXT TO 6 6. Someone stopping me in the street to try and sell me something /ask me to give a donation to a charity ALWAYS FIX NEXT TO 5 4

5 a. Always intrusive b. Sometimes intrusive c. Rarely intrusive d. Never intrusive e. Don t know ASK ALL.SC Q5. How often, if at all, are the following types of communication relevant to you? 1. A piece of direct mail from a company or charity personally addressed to myself 2. An unsolicited telephone call e.g. a cold call from a company that I have no relationship with and does not have permission to call me 3. An unsolicited spam 4. An unsolicited marketing text message 5. Someone knocking on my door to try and sell me something/ask me to give a donation to a charity ALWAYS FIX NEXT TO 6 6. Someone stopping me in the street to try and sell me something /ask me to give a donation to a charity ALWAYS FIX NEXT TO 5 a. Always relevant b. Sometimes relevant c. Rarely relevant d. Never relevant e. Don t know ASK ALL.SC Q6.1 Thinking about the following kinds of communication which did you receive most recently? Pull through options 1-6 if Q1=NOT H OR I Q6.2 And still thinking about the piece of communication you received most recently can you briefly describe how it made you feel when you received it? Open box : type in INSTRUCTION: We now want to ask you about a few of your general attitudes towards certain types of communications ASK ALL. RAND STATEMENTS.SC 5

6 Q7. How strongly do you agree or disagree with the following statements? 1. Agree strongly 2. Agree 3. Neither agree nor disagree 4. Disagree 5. Disagree strongly 97. Don t know 1. Companies should make it easier for people to opt out of receiving marketing communications 2. I always opt out of receiving marketing communications whenever possible 3. I feel negatively towards any organisation that sends me badly targeted marketing communications 4. I hate being troubled by marketing communications I have not asked to receive 5. If I am bothered by marketing communications from a company or charity I tell my friends or family about my experience 6. In the past, I have posted a negative comment on a social network site about a complaint I have made about a company or charity 7. I like to receive marketing communications from companies I have never heard of so I can find out about things I wouldn t have been aware of previously 8. I am more likely to pay attention to an organisation if they call me in person than if they contact me via another form of communication 9. I am more likely to make a donation to a charity by text message than over the phone 10. I favour brands that have a good reputation for dealing with complaints 11. A well handled complaint by a company will help to retain my future custom with them 12. I am willing to pay more for goods and services to receive good customer service 13. It does not bother me how many communications I receive ASK ALL.MC Q8. Which of the following, if any, apply to you? 1. I am registered with the telephone preference service (TPS) 2. I am registered with the mail preference service (MPS) 3. I have opted out of receiving marketing communications from a company or charity 4. None of these apply to me FIX and EXCLUSIVE INSTRUCTION: We now want to ask you some questions about your experiences complaining about different kinds of communications For these questions pull through options 1-6 if Q1=NOT H OR I ASK ALL. ROTATE COLS.SC Q9. Have you ever made a complaint about the following? rows Yes - I have made a complaint about this No - I have never made a complaint about this 6

7 cols 1. A piece of direct mail in the post from a company or charity personally addressed to myself 2. An unsolicited telephone call e.g. a cold call from a company that you have no relationship with and does not have permission to call you 3. An unsolicited spam 4. An unsolicited marketing text message 5. Someone knocking on my door to try and sell me something/ ask me to give a donation to a charity ALWAYS FIX NEXT TO 6 6. Someone stopping me in the street to try and sell me something /ask me to give a donation to a charity ALWAYS FIX NEXT TO 5 ASK IF Q9 = NO FOR ANY 1-6. RAND STATEMENTS.MC Pull through each option if q9 1-6=NO ONE AT A TIME Q10. Why have you never complained about [insert relevant option 1-6]? Please select all that apply 1. I didn t care enough to want make a complaint 2. I have never felt the need to complain 3. I didn t think it would make any difference 4. I didn t have time 5. The complaints process is too much hassle 6. I didn t know how to complain FIX NEXT TO 6 7. I didn t know who to complain to FIX NEXT TO 5 8. I don t like complaining 9. Other [please specify] FIX AT BOTTOM ASK IF Q9 = Y FOR ANY 1-6.SC Q11.Thinking about the last time you made a complaint about the following, what kind of company or organisation did you complain about? Cols SHOW COLS IF Q9 1-6 =Y ROTATE OPTIONS Rows. RANDOMISE 1. A company contacting you about PPI compensation 2. A company offering pay day loans 3. A company offering accident claims 4. A company in the financial services sector (eg bank) 5. A utility company (eg electricity, gas, mobile phone network etc) 6. A company offering home entertainment services (TV, broadband, etc) 7. A home improvement or home appliances company (eg double-glazing, central heating, etc) 8. A charity 9. A supermarket or food service company 10. A company offering medicines or health insurance 11. A mail order company 12. Other 13. Don t know 7

8 ASK IF Q9 = Y FOR ANY 1-6.SC Q12. And thinking about the last time you made a complaint about the following, what was your relationship with that company or organisation? Cols SHOW COLS IF Q9 1-6 =Y ROTATE OPTIONS Rows 1. From a company/charity I was a current customer/donor of 2. From a company/charity that I have never been a customer/donor of/never heard of 3. From a company/charity that I was previously a customer/donor of ASK IF Q9 = Y FOR ANY 1-6.SC Q13. And thinking about the last time you made a complaint about the following, who did you make the complaint to? Cols SHOW COLS IF Q9 1-6 =Y ROTATE OPTIONS Row 1. The organisation who contacted me 2. The TPS (Telephone Preference Service) 3. The MPS (Mail Preference Service) 4. Which? 5. OfCom 6. Ombudsman 7. ASA (Advertising Standards Authority) 8. The Information Commission Office 9. Other [type in] ASK IF Q9 = Y FOR ANY 1-6. Q14. Can you briefly explain why you complained? Open box [type in] per option if Q9 1-6 =Y ROTATE OPTIONS ASK IF Q9 = Y FOR ANY 1-6. ROTATE OPTIONS Q15. And thinking about the last time you made a complaint, how easy or difficult did you find the following parts of the complaint process? Ratement scale per OPTIONS 1-6 =Y picked at q9 Ratement scale OPTION: Finding out who to complain to Making the complaint 8

9 1 Very difficult Very easy ASK IF Q9 = Y FOR ANY 1-6. ROTATE OPTIONS Q16. And thinking about the last time you made a complaint about the following, how happy or unhappy were you with the outcome? Ratement scale per OPTIONS 1-6 =Y picked at q9 1 Very unhappy Very happy 9

10 ASK IF Q9= Y FOR ANY 1-6. ROTATE OPTIONS Q17. And thinking about the last time you made a complaint about the following how many people, if any, did you personally tell about this experience both in person and online? 1. In person: open box: type in number 2. Online (e.g a direct message or to someone you know): open box: type in number ASK IF Q9= Y FOR ANY 1-6. ROTATE OPTIONS MULTICODE Q18. And thinking about the last time you made a complaint about the following did you share your experience via any of these social networks? (e.g by writing a comment/post about it?) Please tick all that apply 1. Facebook 2. Twitter 3. Google+ 4. Other: type in 5. None of these I did not share my experience on a social network FIX AND EXCLUSIVE 10

11 Final demographic questions INSTRUCTIONS: Thank you for your time so far, we just have a couple more questions to ask you. ASK ALL MULTICODE D6a. Do you personally have children? 1. Yes, I have children under the age of Yes, I have children aged 18 or over 3. No, I do not have any children SINGLECODE ASK ALL.SC D6. Which of the following best describes your working status? 1. Working Full time (30 hours or over) 2. Working Part time (less than 30 hours a week) 3. Student/at school 4. Retired 5. Unemployed/looking for work 6. Looking after children at home/no paid work 7. Other (not specified) ASK ALL.SC QINCOMEGB. What is your household s combined yearly income (gross income before taxes are deducted)? 1. Less than 6,500 a year 2. 6,500-12, ,500-17, ,000-24, ,000-34, ,000-49, ,000-74, ,000-99, , , , , , , , , , Prefer not to say ASK ALL.SC 11

12 QEDUGB. What is the highest education level you have received? 1. Higher degree and postgraduate qualifications and above 2. University degree, or degree level equivalent 3. Other college qualification e.g. BTEC, City & Guilds 4. Secondary school/sixth form college up to 18 with A levels or equivalent 5. Secondary school up to 16, with GCSE/O level or equivalent 6. Secondary school up to 16, no GCSE/O level or equivalent 7. Junior school 8. No qualifications 96. Prefer not to say For further details contact Nick Chiarelli Key Account Director Future Foundation 81 Rivington Street London EC2A 3AY nickc@futurefoundation.net 12