Consumer Barometer Survey

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2 Consumer Barometer Survey Source questions for data displayed on NB question titles (in bold) are for ease of reading, they were not displayed to respondents

3 Products purchased within the past 3/ 12 months Which of these products have you purchased within the past 3 months? Clothing or footwear Make-up Groceries Music (eg download, CD, cassette, vinyl, subscription to a paid music streaming service) Hair care or styling products Over-the-counter (OTC) medicines or vitamins Meal from a restaurant (to eat-in or take-away) None of these Which of these products have you purchased within the past 12 months? Cinema tickets A mobile phone or smartphone handset A TV set Large home appliances (eg washing machines, fridges, ovens) Car insurance A hotel stay for leisure purposes A flight (ticket) for leisure purposes A laptop / convertible / netbook / ultrabook / chromebook or tablet Do It Yourself (DIY) products such as tools, garden equipment or hardware Home furnishings (eg furniture, curtains, rugs) Ticket(s) for long distance leisure travel (2 hours or longer) by train, bus or ferry Personal loan with a bank or other financial institution Bought / rented real estate (eg house, apartment, land) None of these Number of items purchased How many items did you purchase? items or more Don't know Factors in purchase decision Which of the following apply to / were factors in your purchase decision? It was... [Options appear based on product selection] A personal treat A gift An impulse purchase A regular purchase / re-fill Discounted / on promotion An urgent need For an occasion A chance to spend time with people A chance to collect or spend loyalty points A holiday trip / A leisure trip or holiday A contract renewal / upgrade offered by the operator For a newly insured person For a new / different car Triggered by a change of address A change in circumstances (eg recent claim)

4 A regular purchase For a special occasion A relocation A special (discounted) rate / special credit terms A change in circumstances (eg moved, changes within family) For a gift None of the above Don't know Purchase method [If not flight or hotel, tickets for long distance leisure travel, personal loan or real estate] Where did you make your purchase? [If flight or hotel, tickets for long distance leisure travel] Where did you make your booking? [If personal loan] How did you apply for the personal loan? [If real estate] How did you buy or rent real estate? In a store / showroom / agency / market or kiosk In a cinema / agency or kiosk Over the phone By mail Online via website or app By In a restaurant In a financial institution / agency In a real estate agency / brokerage office / lawyers office / financial institution In a travel agency / ticket center / kiosk Detailed purchase method (i) [If purchased in store / cinema / restaurant / financial institution / agency / real estate agency / brokerage office / lawyers office / financial institution / travel agency / ticket center / kiosk] Where exactly was that? [Options appear based on product selection] Brand's own store Direct with hotel Direct with airline (eg ticket desk) Insurer's own store / office Product brand's own store Department store Supermarket / Hypermarket / "big box" retailer General store Convenience store General / convenience store Market / stall / kiosk Members' warehouse / club / wholesaler Apparel / footwear store Electronics retailer Mobile operator store Mobile specialist retailer store Through travel agent / tour operator store

5 Tourist office With a broker / other 3rd party Pharmacy / drugstore Doctor / Dermatologist Electronics retailer / computer store Do-it-yourself- / home improvement store / building or garden centre Direct with the bus or train company Through travel agent / tour operator store / tourist office Direct at a bank / financial institution At a bank / financial institution With the landlord With the former owner With an estate agency / property management company Furniture store / home centre Music label's own store Record shop Pharmacy / drugstore/ doctor / healer Perfumery / beauty salon In the restaurant Through a third party that partners with restaurants Detailed purchase method (ii) [If purchased online] On which website or app did you make the purchase? On the website / app of... [Options appear based on product selection] Apparel / footwear brand Make up brand Mobile phone brand TV brand Appliance brand Hotel / hotel chain Airline Insurer (direct) Product brand Department store Supermarket / Hypermarket / "big box" retailer Auction / classifieds site (eg ebay) General online retailer (eg Amazon) Price comparison site Apparel / footwear retailer Cosmetics retailer Mobile operator Mobile retailer Electronics retailer Travel agent / tour operator Tourist board / destination Broker Grocery retailer Members' warehouse / club / wholesaler Tablet / laptop brand Electronics retailer / computer store Do-it-yourself- / home improvement store / building or garden centre

6 Bus or train company Bank / financial institution Estate agency / property management company Furniture store / home centre Music label Record shop Download portal Online streaming service Hair care brand Specialized online retailer Remedy or vitamin brand Pharmacy / drugstore Restaurant Online ordering platform Device used for purchasing [If purchase method = online] Which device did you use to make your purchase? Smartphone PC / Laptop Tablet Internet-enabled device Number of brands considered [If clothing, make-up, mobile phones, TV sets, tablet or laptop, Do-it-yourself (DIY) products, home furnishing, hair care, OTC medicine or vitamins] How many brands did you consider before your purchase? [If cinemas] How many films did you consider before your purchase? [If groceries, home appliances] How many shops did you consider before your purchase? [If car insurance] How many insurance companies did you consider before your purchase? [If hotels] How many hotels did you consider before your purchase? [If flights] How many airlines did you consider before your purchase? [If long distance leisure travel] How many train, bus or ferry companies did you consider before your purchase? [If personal loan] How many banks did you consider before choosing your loan provider? [If real estate] How many houses, apartments or pieces of land did you look at before selecting your property? [If music] [If not streaming] How many shops / retailers did you consider before your purchase? [If streaming] How many streaming music providers did you consider before you subscribed? [If restaurant] How many restaurants did you consider before making your choice?

7 One Two Three Four Five or more None in particular Length of research phase When - if at all - did you start collecting information or gathering input to inform your purchase? I didn t collect information or gather input on my purchase A few moments before my purchase A few hours before A few days before A few weeks before A few months before More than a few months before Don t remember Awareness source of product / offer Which statement best describes how you heard about the product / offer you purchased? Already knew about it from my previous experiences Heard about it from someone who knows me (eg family, friends, colleagues) First came across it during product research / shopping Remember seeing advertising for it Detailed awareness source (someone who knows me) How exactly did you hear about the product / offer from someone who knows you? Talking to them in person Reading on a social network / text / other messaging method Detailed awareness source (during research) How exactly did you first come across this product / offer during product research / shopping? Online via website or app In a store / showroom / agency / market or kiosk In a cinema / agency or kiosk Over the phone In a bank / brokerage office / agency At / in the restaurant Detailed awareness source (from advertising) Where do you remember seeing / hearing advertising for this product / offer first? Online / on the internet (websites or apps)

8 TV Radio Poster / outdoor Magazine / newspaper By mail In store ads Offline information sources Which of these offline sources informed your recent purchase, at any stage from getting initial ideas to reaching a final decision? [Options appear based on product selection] Brand store or showroom Supermarket / hypermarket Retailer's store Grocery store Travel agency Mobile operator store Cinema Ticket shop Market / stall / kiosk Cosmetic studio / beauty salon Dermatologist / doctor Insurance broker Previous experience with the brand Previous experience with the hotel Previous experience with the airline Previous experience with the cinema Previous experience with the insurance company Previous experience with the store Text messages (eg offers) Family / friends / colleagues etc. TV programs / ads Radio programs / ads Printed materials (eg magazines, newspapers, brochures, books, flyers, mailings) Salespeople / company representatives / consultant Billboards / posters etc. Office of bus or train company Travel agent / tour operator store / Tourist office Bank / financial institution Financial broker Estate agency Property management company Music label's own store Pharmacy / drugstore/ doctor / healer Perfumery / beauty salon Previous experience with the bus or train company Previous experience with credit lender Previous experience with the bank / financial institution / estate agency / property management company Previous experience with the musicians(s) / label or with the streaming music service Previous experience with the restaurant

9 Landlord / former owner offline information source Didn't use any offline sources Don't know Online information sources Which of these online sources informed your recent purchase, at any stage from getting initial ideas to reaching a final decision? [Options appear based on product selection] Brand or manufacturer websites / apps Airline websites / apps Hotel websites / apps Cinema websites / apps Insurance company websites / apps Supermarket or hypermarket websites / apps Retailer or store websites / apps Travel agency or tour operator websites / apps Travel portal or booking portal websites / apps Tourist board or destination websites / apps Mobile operator websites / apps Insurance broker websites / apps Auction or classifieds sites / apps Search engines (eg Google, Yahoo) Social networks (eg Google+, Facebook) Online video sites (eg YouTube) Brand pages on social network sites Advice sites / review sites / forums / blogs Online magazines / news sites Price comparison websites (eg offers, newsletters) Bus or train companies websites / apps Bank / financial institution websites / apps Music label websites / apps Restaurant websites / apps Financial broker websites / apps Estate agency websites / apps Download portals/ apps Online streaming service websites / apps Ordering platform websites / apps online information source Didn't use any online sources Don't know Online activities related to purchase decision Which of these did you do on the Internet / using apps in relation to your recent purchase decision? Got ideas, inspiration Discovered relevant brands / products / providers / companies Compared products / prices / features Sought opinions / reviews / advice online Watched relevant videos (eg product video / trailer / videos about the topic) Sought out / redeemed relevant offers, coupons, promotions Found where to buy / product availability

10 Got store locations, directions Made contact / requested contact (with brands, retailers) Asked advice online Investigated financing options Discovered restaurants Compared prices / menus / business hours Discovered travel options / travel agencies Compared schedules, travel options / travel agencies and conditions Discovered relevant loan options / providers Compared options / conditions / providers Discovered relevant properties / estate agencies Compared properties / estate agencies Made contact (with restaurants) Made contact (with travel agency, ticket center) Made contact (with financial institutions, loan providers) Made contact / requested contact (with agencies, sellers) Asked for advice online Investigated financing options Devices used during online research Which of your devices did you use at any stage of your research online? A smartphone A desktop PC or laptop A tablet Another Internet-enabled device Use of smartphones for online activities Which of these did you do using a smartphone? Got ideas, inspiration Discovered new brands or choices Compared products / features / prices / choices Discover new films Compare film choices Sought opinions, reviews, advice online Watched relevant videos (eg product video / trailer / videos about the topic) Sought out / redeemed relevant offers, coupons, promotions Found where to buy / product availability Got store locations, directions Made contact / requested contact (with brands, retailers, providers) Asked advice online Investigated financing options Discovered relevant brands / products / providers / companies Discovered restaurants Compared prices / menus / business hours Discovered travel options / travel agencies Compared schedules, travel options / travel agencies and conditions Discovered relevant loan options / providers Compared options / conditions / providers Discovered relevant properties / estate agencies Compared properties / estate agencies

11 Made contact (with restaurants) Made contact (with travel agency, ticket center) Made contact (with financial institutions, loan providers) Made contact / requested contact (with agencies, sellers) Use of smartphones while out shopping for recent purchase Which of these activities - if any - did you do while out shopping for your last purchase? Found a location or store nearby with your smartphone while you were on a shopping trip Scanned a QR code with your smartphone Retrieved a coupon on your smartphone Researched the product on your smartphone while in-store Took a product photo on your smartphone to share with others None of the above Post purchase online activities After making your purchase did you do any of the following online? Share experiences / what you bought with your social network(s) Post reviews / ratings of your purchase All products except groceries: Look up help on set up / product usage Only asked for groceries: Look up help on product usage (eg instructions, tips, recipes) None of the above How product was received How did you receive your purchase? By collecting it from a store / physical location By delivery from within your country By delivery from abroad Problems while using smartphones for research or shopping In general, when researching products / shopping on a smartphone, do you encounter difficulties using websites? Yes - often Yes - sometimes Yes - rarely No - never Don't research or shop on a smartphone Don't know Consequences of smartphone website issues What do you tend to do when you run into problems using a website on a smartphone? Use the site despite the problems Use the site on another device

12 Find another site that works better on my smartphone Call or visit the company / store instead Try the same site again later on my smartphone Online video viewing in past 7 days Did you watch online video(s) via any of the following websites or apps in the past 7 days? On YouTube On another online video site / app (NOT YouTube) On a catch-up TV player On a social network On a news or magazine site / app On some other sort of site / app I have not watched online video(s) in the past 7 days None of these Location of online video viewing in past 7 days In which of the following locations did you watch online video(s) in the past 7 days? At home At work / place of education In someone else s home (eg friend) Commuting / on transportation In a store In a bar / pub / restaurant / cinema In playground / park / other public space Somewhere else Online video watching in past week devices used When you think of all the times you watched online video in the past week - on which device(s) did you watch online video? Desktop PC or laptop Smartphone Tablet Connected / smart TV Games Console Another internet enabled device The following questions through (and including) Length of videos watched - last online video session relate to the most recent online video session on a computer, smartphone or tablet. Video genres watched - last online video session What type(s) of video(s) did you watch that time? Automotive and vehicles Beauty and fashion Education and schooling Food, cooking and recipes Gaming Health, fitness and exercise

13 How-to / DIY (do-it-yourself) News and politics Personal or home videos Technology, electronics and gadgets Travel and tourism TV shows Movies Music Comedy Sport Don't know Weekday or weekend - last online video session On what day did you watch online video(s)? On a weekday At the weekend Time of day - last online video session At what time of the day was that? First thing Morning Lunchtime Afternoon Evening Last thing Location - last online video session Where were you at that time? At home At work / place of education In someone else s home (eg friend) Commuting / on transportation In a store In a bar / pub / restaurant / cinema In playground / park / other public space Somewhere else Location in the home - last online video session [filtered on at home responses above] In what room was that? Living room Kitchen Bedroom Study / home office Bathroom room

14 Presence of others - last online video session Who, if anyone, was watching video(s) with you? Partner / spouse family (eg kids, parents) Friends Colleagues s I was alone Number of others watching - last online video session How many people were watching video(s) with you? Focus of Attention - last online video session And how would you best describe the attention you gave to the video(s)? Fully or mainly focused on the video(s) Attention moved back and forth between activities Video was a background activity Relation to Parallel Activity - last online video session And were the videos you watched that time...? Mostly related to your surroundings / other activities Mostly unrelated to your surroundings / other activities Motives for last online video session Why did you watch the video(s) online? To relax / escape daily routine / my surroundings To be entertained / inspired To stay up to date / on top of trends To learn something new To feel connected with people / communicate To find out something / progress a task To pursue a hobby / interest To find information on products or services / shop To see something I can't find anywhere else Don t remember Connection type - last online video session And how did you watch online video(s)? On wifi On a mobile network Using a fixed line Internet connection

15 Length of videos watched - last online video session How long were the video(s) you watched? Short videos (<5 minutes) Videos of 5-10 minutes length Longer videos (>10 minutes) Role of Smartphone in Respondent s Life In general: for which of the following do you primarily use your mobile phone? Use alarm clock Tell time Track health / weight / diet / activity levels Create / manage to-do lists / shopping lists Manage diary / appointments Play games Take photos / videos Listen to music Check news Check weather Access travel / traffic / maps information Read books / magazines None of these Time between action and search How long before visiting or contacting the business did you start looking for information? A few moments An hour A day A week A few weeks Longer Location of business How far away were you from the business or shop you visited or contacted when you started to looking this type of business? In sight of the business Within a few hundred yards Within a few miles More than a few miles Within a few hundred yards / metres Within a few miles / kilometres More than a few miles / kilometres Within a few hundred metres Within a few kilometres More than a few kilometres Location of local search

16 Where were you while looking for information about this business? Please include all locations, from the start until you decided on a specific shop / business. At work / place of education My home / garden or someone else s home / garden On the go / travelling / commuting In a store / mall In a bar / pub / restaurant / cinema In a hotel / lodging / camp site / other accommodation In playground / park / other public space Somewhere else Trigger for search What triggered you looking for information about this business? I wanted to plan an activity / visit / appointment I wanted to plan a purchase / shopping trip Something I read, saw or noticed I talked to someone I was in the area and wondered if there were any interesting shops or businesses nearby My plans changed unexpectedly and I needed to make new plans I just needed it right away I needed a particular product or service Urgency of search How urgently were you looking for this business? Emergency - I needed to find a business urgently Immediate - I needed a business in that moment, but it wasn t an emergency situation Upcoming - I needed to find a business in the next few days or weeks Speculative - I was just checking out the area / just wondering about options Type of information searched for What type(s) of information were you looking for? Location of business Directions to business Traffic information Business hours Prices Reviews or recommendations Pictures Product or service availability at location Contact information Accepted payment options Promotions, deals, coupons, store sales, etc. Schedule of events Menus Accepted insurance plans None of the above

17 Search strategy - online 1 Which of the following online sources did you use while looking for information about this business? Please also consider apps or mobile internet on your smartphone or tablet. Business / store / restaurant website Search engines (eg Google, Yahoo) Social networks (eg Google+, Facebook) Online video sites (eg YouTube) Online magazines / news sites Price comparison websites Online advertisements (eg circulars, newsletters) Online customer service None of these Didn't use any online sources Search strategy - online 2 Which of the following online sources did you use while looking for information about this business? Please also consider apps or mobile internet on your smartphone or tablet. Online map services / navigation services GPS / satellite navigation system (eg in-car or handheld GPS device) Click-to-Call - clicked a phone number on a website or search engine Local websites or apps (that display local businesses, shops or services or offer discounts, promotions) Online business directories (eg Yellowpages, Yelp) Advice or review sites / forums / blogs / online bulletin boards s / IMs with family / friends / colleagues s / IMs with salesperson / company representatives None of these Didn't use any online sources Search engine usage Did you use a search engine to find information online? Yes No Devices used for search Which devices did you use to look for information online, at any point from the start until you chose a business? Smartphone Desktop PC / laptop Tablet internet-enabled device Search strategy offline Which of the following offline sources gave you information while you were looking for this business? Text messages from a business (eg offers)

18 People I know (in person or via phone / text) Someone who was nearby at that time TV programmes Radio programmes Advertising (on TV, radio, billboards, posters or other outdoor advertising) Printed materials (eg phone books, magazines, newspapers, brochures, books, flyers, mailings) Salespersons / company representatives / consultant (in person or on the phone) Previous knowledge of this business Previous experience purchasing from the business Printed version of local / business directories None of these Decision criteria - most important Please tick the 3 most important factors that influenced your final choice. Price (lowest price possible) Business hours Availability of promotions, deals, coupons, store sales, etc. Value / price-performance ratio Selection / range of offerings Quality Proximity / distance from my location Availability (of the time I wanted / items I needed) Recommendations of others Payment options Past knowledge of the businesses (had heard of the business but not purchased from it) Past experiences with the business (had previously purchased from the business) Number of businesses considered How many businesses did you consider before making your final choice? One Two Three Four Five or more Exported purchases How often do you purchase products online from abroad (including shipments to you from a foreign country)? At least once a month At least once every 3 months At least once every 6 months At least once a year Less often than once a year I have only bought products online from abroad once I have never bought products online from abroad

19 Reasons for not purchasing online exported products Why have you never purchased a product online from abroad? Sites in my country are just fine It has never occurred to me I assume it's more expensive I assume delivery takes longer I assume returns would be difficult / costly I worry about problems with customer service I worry about paying in a foreign currency I assume I'd struggle with the language I don't trust foreign online shops in general The foreign sites I've seen were low quality It wasn t convenient Exported products purchased What type of product have you ever purchased online from abroad? Car parts or accessories Cars Food (groceries, delicacies, special food from other countries) Drinks (alcoholic or non-alcoholic drinks) Cosmetics, beauty or health products Books, CDs, DVDs or video games Clothing & accessories or footwear Do It Yourself (DIY) products, tools & garden equipment Personal or domestic appliances Gifts, flowers, greetings Home & household goods, home furnishing / furniture Toys Sports equipment Digital cameras / camcorders, audio devices (eg Hi-fi, ipod, MP3 player) Computer hardware, software or peripherals Mobile phones, SIM cards Reasons for purchasing abroad Why did you purchase the product online from abroad and not from within your country? It wasn t available in my country Better conditions (service, terms of payment or price) Broader range of products Better quality of products I found this (online) shop more trustworthy than others Someone recommended the (online) shop to me I found the offer appealing Problems preventing website purchase

20 Which of these website issues if any - have ever prevented you from purchasing a product online from abroad? The website crashed Loading was too slow The website didn t run on my mobile device Navigation was confusing Process for ordering wasn't clear No proper translation in my local language Poor design Poor or badly written content The website seemed insecure No contact or help desk available Delivery times too long No international shipping offered No suitable or convenient payment methods issues Haven t tried it yet Translation of websites in non-native language Have you ever used an online translation tool to help you make a purchase from a foreign website? Yes No Attitudes towards online purchase from abroad Which of the following statements regarding purchase from abroad apply to you? I prefer to buy products from within my country I expect shipping costs to be too high when items are delivered from abroad I am willing to buy items online from abroad, but only from certain countries I am willing to accept longer delivery times when purchasing products online from abroad Age How old are you? [numeric box] Gender Are you...? Male Female Parental status Do you have children aged 18 or younger living in your household? Yes No No answer

21 Age of Children Do you have any children of the following ages in your household? 6 months or younger 7-12 months 1 year 2 years 3 years 4-5 years 6-9 years years years No answer Income Question varies according to local standard