Behavior Study

DRAFT
2009 Global Consumer Behavior Study

Industry results
Life Insurance
Accenture Research
June, 2009
Accenture Research
2009 Global Consumer Behavior Study - Life Insurance providers
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FY09-Q3
Global Consumer
Behavior Research
Global Consumer Satisfaction

Research
Focus
How consumer service expectations are

changing over time; how well companies
are meeting these expectations and the
potential impact on business performance.
How current economic conditions are

affecting consumer behavior (e.g., loyalty,
future purchase, selection)
Sample
End-consumers in 10 countries;
Cross-industry scope; some
industry-specific insights
End-consumers in 14 Countries
10 Consumer Industry Segments
Deliverables
Findings Report (ppt)

White Paper
Country-Specific 1 Pagers
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Findings Report (ppt)

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Accenture Research
Objectives
The research focused on the following issues:
How has the economic downturn affected consumer behavior?
What is the current state of consumer satisfaction, loyalty and advocacy?
What decisions have consumers made recently about staying with, leaving or
adding new providers?
How do specific aspects of the customer experience affect customer behavior?

How well do consumers think their providers are performing in these areas?
What decisions do consumers plan to make in the near future, and how much
influence does price have on these decisions?
Accenture Research
Methodology
Accenture surveyed more than 5,900 endconsumers in 14 different countries via the
Internet in April-May 2009.
The survey asked respondents to evaluate
ten industry sectors; each respondent could
evaluate up to four industries. All respondents
were decision makers in at least one industry.
This report presents the findings along a given
the industry category of the global sample:
Life Insurance providers
= company/ies that provide you with a life
insurance or related policy
Note: respondents that use the above providers also for
Retail Banking/Financial Services are included in the
base (N=2478). In the last section, behavior variations for
respondents using same or different providers are
analyzed
When insightful, countries with lower/higher

average incidence of behavior are highlighted.
The sample size breakdown is as follows:

Country*
N (total)
N (industry)*
Australia
323
93
Brazil
329
64
Canada
332
156
China
301
92
France
344
126
Germany
300
114
India
301
132
Italy
331
121
Japan
352
249
Mexico
332
91
Singapore
331
177
Spain
339
227
UK
1026
363
USA
1050
473
TOTAL
5991
2478
* Results represented at country level are based on stated sample size.
Accenture Research
Executive Summary
Question
Finding
How has the economic downturn affected

consumer behavior? How much influence
does price have on this?
Nearly half (46%) of the consumers are likely to shop for better deals in this
category as a result of current economic context. A fourth (25)% report they
are likely to be stay with current providers. Very few are unwilling to give up
product quality, product options or customer service quality for lower pricing.
Industry-specific
What is the current state of consumer

satisfaction, loyalty and advocacy ?
Industry-specific
What recent decisions have consumers

made when it comes to remaining loyal,
leaving or adding new providers?
Industry-specific
What decisions are consumers planning

to make in the near future, and what factors
will influence these decisions?
Industry-specific
Does the fact to use same providers for Life

insurance and Banking impact behavior?
Industry-specific
34% of consumers are satisfied with their life insurance providers. Trust,
workforce skills and product range are main satisfaction drivers. Almost
quarter describe themselves as loyal and just as many recommend to others;
yet almost the same number of consumers disagree with this view.
Globally, 25% of consumers changed their mix of providers over the past 6-12
months: either stopping with current and switching to new provider, or adding
new providers to current ones. Average switch behavior is highest in emerging
markets. Pricing and value for money are by far the most-often-cited reasons.
The stronger impact of advocacy over advertising is confirmed.
Nearly 10% are thinking about buying fewer products or services from their
providers. Globally, one-fifth of consumers intend to change their mix of
providers in the next 12 months: either stopping with current and switching to
new providers, or adding new providers to current ones. Again, average switch
behavior is highest in emerging markets and pricing is the most-often-cited
reason. Future switch behavior is lower then recent one in most countries.
38% of consumer intending to switch in the future already switched in the
past.
14% of consumers used the same provider for Life insurance as well as Retail
banking. Globally, using same provider, links to higher satisfaction and
advocacy. Switch behavior differs a lot by country.
6
Accenture Research
Section 1
How has the economic downturn affected consumer

behavior?
Industry-specific results
Accenture Research
Summary
Globally, consumers are more engaged than passive. While 25% believe now is a
time to retrench into tried-and-true relationships, twice as many (46%) see this as a
time to shop for better deals.
While this survey revealed significant price-sensitivity, the majority of respondents
are also unwilling to trade off product quality, product options or customer service
quality for lower pricing.
Moderate number of consumers (26%) said that they are price sensitive but they
would not compromise on anything that they are currently getting.
Consumers are inclined to trade off frequency of communications for cheaper price.
Accenture Research
Globally, consumers are more engaged than passive. While 25%

believe now is a time to retrench into tried-and-true relationships,
twice as many (46%) see this as a time to shop for better deals.
Reaction to the current economic situation by consumers
Q 10. Which ONE of the following statements best describes your reaction to the current economic situation?
Country outliers*
Become volatile - Much more likely to

shop around for the best dealeven if
it means leaving current provider
46%
Stay the same - No real impact on

the decisions I make about which
companies to do business with
Stick to tried & true Now is not the time to

leave the companies I do
business with
29%
25%
Canada
31%
Singapore
60%
Italy
23%
Germany
43%
Australia
14%
Japan
44%
Lower average incidence of behaviour

Higher average incidence of behaviour
Base = 2478
* Note: For all country outliers, see appendix
Accenture Research
While this survey revealed significant price-sensitivity, the majority

of consumers are unwilling to trade off product quality, product
options or customer service quality for lower pricing.
Role of price in current economic situation
Q 11. How much do you agree or disagree with the following statements?
(Rating scale: 1 = not at all, 10 = strongly)
Country Outliers*
Disagree
Agree
Top 3 boxes:
Disagree
Agree
I care about price but I am not willing to give up anything I

currently get todayeven if it means paying a bit more
25%
I am willing to accept lower frequency of communications if it

ensures I get the cheapest price
32%
I am willing to accept lower levels of product quality if it

ensures I get the cheapest price 67%
30%
5%
I am willing to accept lower levels of product options if it

I am willing to accept lower levels of customer service if it
26%
41%
53%
16%
10%
Brazil
33%
Mexico
53%
Mexico
64%
Germnay
68%
Brazil
81%
Mexico
12%
Mexico
68%
Germany
42%
Brazil
72%
Mexico
19%
Higher average incidence of Disagree

Higher average incidence of Agree
Base = 2478
10
Accenture Research
Section 2
What is the current state of consumer satisfaction,

loyalty and advocacy?
11
Accenture Research
Summary
Though consumers care about the providers in this category, deep
involvement/interest is limited. Almost 30% find the inconvenience of switching to
be a disincentive, as many are open to shopping for better deals.
Only about one-third of global consumers are satisfied with their insurance
providers. Only about 25% feel loyal and will recommend providers, and almost as
many do not share these opinions at all. Only 20% say they will buy more.
Globally, more than half of consumers are neutralneither satisfied nor
dissatisfiedwith their current Life insurance providers, suggesting room for
improvement. Results largely vary by country.
Trustworthiness and Front-line skills emerge as the top satisfaction drivers
globally among Life insurance providers. Offering range, Service and Ease-ofdoing-business complete the top five.
12
Accenture Research
Though consumers care about providers, deep involvement/ interest

is limited. Almost 30% perceive inconvenience in switching
providers, yet as many are open to shopping for better deals.
Category involvement and perception
Q1. How much do you agree or disagree with the following statements?
(Rating scale: 1 = strongly disagree, 10 = strongly agree)
Country outliers*
Disagree
Agree
Top 3 boxes:
Agree
Disagree
PERCEPTION
INVOLVEMENT
I care atleast somewhat about this category
I know a lot about the providers in this category
I have a real interest in/passion for this category
22%
39%
Companies are the same in terms of offerings and

services
30%
It's too much of a hassle to switch providers
30%
I consider shopping around for better deals
France
25%
India
69%
Australia
33%
India
40%
16%
UK
59%
India
39%
18%
Germany
48%
India
29%
Spain
45%
China,Sing
apore 40%
Germany
63%
China
64%
13%
34%
49%
22%
29%
26%

Base = 2478
13
Accenture Research
Only about one-third of global consumers are satisfied with their

insurance providers. Only about 25% feel loyal and will recommend
providers, and almost as many do not share these opinions at all.
Only 20% say they will buy more.
Current state of consumer satisfaction, loyalty and advocacy
Q2. Rate the following for companies you do business with today?
(Rating scale: 1 = not at all, 10 = extremely)
Top 3 boxes:
Not at all
Extremely
Overall satisfaction with providers
Feel loyal toward providers
Will recommend providers to others
Will buy more products and services from

providers
Country outliers*
Not at all
Extremely
9%
25%
21%
25%
34%
27%
25%
20%
Mexico
18%
France
50%
UK
40%
India
50%
Germany
37%
India,
Brazil 47%
Germany
54%
India
39%
Higher average incidence of Not at all

Higher average incidence of Extremely
Base = 2478
14
Accenture Research
Globally, over half of consumers are neutralneither satisfied nor

dissatisfiedwith their current Life insurance providers, suggesting
room for improvement. Results largely vary by country.
Current level of satisfaction
Q2. How satisfied are you with the companies you do business with today?
Global 9%
Mature
markets
Emerging
markets
56%
34%
France 6%
44%
50%
USA 5%
46%
49%
Canada 9%
54%
37%
Spain 8%
57%
35%
UK 11%
59%
30%
Germany 16%
58%
26%
Australia 12%
62%
26%
Singapore 8%
66%
26%
Italy 8%
71%
20%
Japan 14%
Brazil 9%
73%
14%
42%
48%
India 8%
45%
47%
Mexico 18%
36%
46%
China 10%
70%
21%
Base = 2478
Satisfied (score 8-10)

Neutral (score 4-7)
Dissatisfied (score 1-3)
15
Accenture Research
Trustworthiness and Front-line skills emerge as the top

satisfaction drivers globally among Life insurance providers.
Offering range, Service and Ease-of-doing-business complete the
top five.
Main drivers of satisfaction
Q3. Please tell us to what degree each of the following describes what you like about the companies you do business with in
these categories today? (Rating scale: 1 = not at all, 10 = extremely)
Country outliers *
Trustworthy
32%
Skilled workforce aware of

needs
Broad products/services range
28%
27%
High quality customer service
26%
Easy to do business with
25%
High quality products/services
23%
Competitive pricing
21%
Japan
19%
India
52%
Japan
12%
India
39%
Japan
11%
India
52%
Japan
10%
India
48%
Japan
7%
India,
Brazil 45%
Japan
8%
India
42%
Japan
5%
India
45%
Informative communications
20%
Japan
10%
India
40%
Good value for money
20%
Japan
3%
India
47%
Japan
4%
India
37%
Innovation
18%
Engaging communications
16%
UK
6%
India
38%
Sustainable business practices
16%
Japan
6%
India
38%

Note: Responses scoring more than 7 have been considered
Base = 2478

16
Accenture Research
Section 3
What decisions have consumers made recently regarding

staying with, leaving or adding new providers?
17
Accenture Research
Summary
Globally, 25% of consumers have changed their provider mix in the past 6-12
months, most often by adding new providers to existing ones (partial switch).
Overall, consumers in emerging markets switched more often.
Consumers who recently switched their business completely were most likely to do
so due to Pricing and Value for money twice as likely compared to the numberthree factor for complete switch
(Trustworthiness of the life insurance provider).
For customers who added new providers to their current onesreferred to here as
a partial switchRecommendations from others, Past experience and Direct
marketing appeared to have had the most influence over their choice of new
providers.
18
Accenture Research
Globally, 25% of consumers have changed their provider mix in the

past 6-12 months; mostly by adding new providers to existing ones
(partial switch). Consumers in emerging markets switched more
often.
Recent switching behavior (past 6-12 months)
Q7. In the past 6-12 months, please tell us what you have done?
(Please mark Yes/No)
- Complete switch* 6%
- Total 19%
Global
33%
Spain
12%
24%
UK
6%
1%
2%
1%
2%
USA
20%
17%
Australia
18%
16%
Canada
Japan
22%
16%
18%
17%
Germany
4%
26%
14%
France
4%
18%
12%
16%
4%
6%
India
15%
34%
Mexico
18%
27%
China
11%
8%
Brazil
Base = 2478
41%
36%
20%
Italy
8%
Mature
markets
25%
Singapore
7%
Emerging
markets
- Partial switch** -
26%
23%
49%
45%
37%
31%
* Complete switch = stopped doing business with a company and switched to other provider
* * Partial switch = stayed with companies doing business with and added new providers
19
Accenture Research
Consumers who recently switched their business completely were

most likely to do so due to Pricing and Value for money twice as
likely compared to the number-three factor for complete switch
(Trustworthiness of the life insurance provider).
Reasons for recent complete switch (past 6-12 months)
Q8. How much did each of the following reasons contribute to your decision to switch/stop doing business?
(Check up to top three reasons)
Competitive pricing
52%
41%
Trustworthy
19%
19%
18%
14%
11%
Skilled workforce aware of needs
11%
9%
Innovation
9%
5%
3%
Base = 150
20
Accenture Research
For customers who added new providers to their current ones

referred to here as a partial switchRecommendations from others,
Past experience and Direct marketing appeared to have had the
most influence over their choice of new providers.
Reasons for recent partial switch (past 6-12 months): advertising or company practices factors
Q9. Thinking about the companies you started doing business with in the past 6 - 12 months, which of the following factors
caused you to choose them? (Check all that apply)
They were recommended to me by someone I know
30%
I used to use them in the past and decided to try them again
19%
They contacted me with an offer and I decided to give them a try
19%
I was actively looking around and came across information on

them
I saw advertising that made me want to give them a try
Base = 477
14%
12%
21
Accenture Research
Section 4
What decisions are consumers planning to make

in the near future, and what factors will influence these
decisions?
22
Accenture Research
Summary
Consumers expect companies to meet or exceed their expectations for
Competitive pricing, Value for money and Trustworthiness in order to continue
doing business with them during the next 12 months.
Generally, consumers in mature markets anticipate no change in the level of
business they do with their current insurance providers. In emerging markets, 2050% intend to do more business with their current providers.
Globally, nearly one-fifth of consumers are thinking of switching during the next 612 months, equally split on complete and partial switch. On average, more
consumers plan to switch in emerging markets.
Pricing and Value for money are the top reasons why consumers may switch in
the future, followed by High quality customer service.
Globally, fewer consumers intend to switchpartial and complete switching
combinedcompared to the recent past (except for Japan, Italy, Australia, Brazil).
40% of these future switchers also switched in the recent past.
23
Accenture Research
Consumers expect companies to meet or exceed their expectations

for Competitive pricing, Value for money and Trustworthiness in
order to continue doing business with them during the next 12
months.
Expectations
Q4. In which of the following areas do companies need to meet or exceed your expectations in order for you to continue
doing business with them in the next 12 months? (Check up to top three reasons)
Country outliers*
Competitive pricing
32%
31%
Trustworthy
21%
20%
19%
19%
15%
13%
9%
6%
Singapore
26%
Canada
19%
Mexico
11%
Ger/UK
14%
France
8%
Australia
12%
Australia
10%
None
Italy
4%
None
Innovation
4%
None
4%
None
Spain
41%
Germany
43%
Singapore
32%
Brazil/Sing
apore 28%
Brazil
28%
Japan
30%
Singapore
25%
France
22%
China
16%
China
14%
China
13%
None

Base = 2478
24
Accenture Research
Generally, consumers in mature markets anticipate no change in the

level of business they do with their current insurance providers. In
emerging markets, 20-50% intend to do more business with their
current providers.
Future level of business with current providers (next 6-12 months)
(more/same/less/stop using products/services)
Q5. Over the next 6-12 months, which of the following do you anticipate doing in each category? (Check all that apply)
Global
No
Less
7%
10%
Singapore 12%
64%
12%
46%
24%
15%
55%
17%
France 11%
9%
61%
12%
Spain 4%
11%
67%
9%
USA 4%
8%
75%
8%
Japan 1%
12%
74%
6%
UK 7%
5%
70%
5%
Canada 5% 3%
Germany 29%
Emerging
markets
More
12%
Italy 9%
Mature
markets
Same
14%
80%
4%
51%
4%
Australia 9%
6%
71%
2%
India 5%
20%
39%
48%
China 3%
9%
51%
24%
Brazil 11%
22%
42%
20%
Mexico 15%
14%
41%
20%
Base = 2478
25
Accenture Research
Globally, nearly one-fifth of consumers are thinking of switching

during the next 6-12 months, equally split on complete and partial
switch. On average, more consumers plan to switch in emerging
markets.
Future switching behavior (next 6-12 months)
Q5. Over the next 6-12 months, which of the following do you anticipate doing in each category?
(Check all that apply)
- Complete switch* -
- Partial switch** Global
10%
18%
5%
29%
15%
Spain
7%
22%
15%
Italy
Singapore
7%
22%
7%
14%
UK
13%
Mature
markets
8%
Australia
17%
- Total -
5%
Japan
7%
USA
8%
17%
6%
14%
3%
11%
6%
France
6%
Canada
4%
10%
Germany
4%
9%
5%
5%
11%
Brazil
18%
9%
Emerging
markets
8%
14%
21%
20%
27%
India
China
Mexico
Base = 2432
Copyright 2009 Accenture All Rights Reserved. (46 invalid responses have been deleted)
38%
28%
13%
36%
36%
26%
* Complete switch = stop doing business with a company and switch to other provider
** Partial switch = stay with companies doing business with and add new providers 26
Accenture Research
Pricing and Value for money are the top reasons why consumers
may switch in the future, followed by High quality customer service.
Reasons for future switch (next 6-12 months)
Q6. Why are you considering switching/stopping business in the next 6-12 months?
Competitive pricing
45%
37%
19%
Trustworthy
19%
14%
12%
12%
11%

10%
6%
Innovation
5%
4%
Base = 468
27
Accenture Research
Globally, fewer consumers intend to switchpartial and complete

switching combinedcompared to the recent past (except for Japan,
Italy, Australia, Brazil). 40% of these future switchers also switched
in the recent past.
Recent versus future switching behavior comparison (total switch)
Based on comparing combined partial and complete switch rates in Q5 and Q7
- Recent vs. future switching by country 18%
Global
18%
17%
UK
22%
36%
21%
Singapore
39%
France
Canada
38% *
22%
21%
9%
17%
11%
20%
Base = 441 (future switchers)
10%
Australia
Mexico
Emerging
markets
62%
14%
6%
Italy
Germany
Did not
switch in
the past
Did
switch
already in
the past
26%
Spain
Japan
25%
11%
USA
Mature
markets
- Past behavior of future switchers -
18%
* corresponds to 7% of total base (all respondents)
23%
18%
26%
45%
38%
Brazil
33%
36%
India
36%
38%
China
Base = 2432
47%
Future switch (partial + complete)

Recent switch (partial + complete)
28
Accenture Research
Section 5
How are consumers behaving when they use same/different provider
for Life Insurance as well as Banking?
29
Accenture Research
14% of consumers used the same provider for Life insurance & Retail
banking. Globally, using same provider, links to higher satisfaction,
loyalty and advocacy. Switch behavior differs a lot by country.
Same or different Life insurance & Retail banking providers
Consumers who have the same service provider have
a higher level (around 10 basis points) of satisfaction,
loyalty and advocacy than those who have different
companies for Life insurance and Retail banking.
86%
For both the consumer groups, there is no significant

difference in the top 5 reasons for satisfaction.
Globally, past switch behavior is very different by
country depending on whether consumer as same or
different providers; globally on average switch
rates between both groups are similar
14%
Same
provider
Different
providers
This is the same for future switching trends,where

again large country difference are observed.
Based on questions 1, 2, 3, 5 and 7 for both consumer groups
See also appendix-II for details
Base: Same = 336, Different = 2142
30
Accenture Research
APPENDIX I
Selected outlier tables
31
Accenture Research
APPENDIX I
Outlier table Question 10

Reaction to the current economic situation by consumers
Q 10. Which ONE of the following statements best describes your reaction to the current economic situation?

Base = 2478
32
Accenture Research
APPENDIX I

Role of price in current economic situation
Q 11. How much do you agree or disagree with the following statements?
(Rating scale: 1 = not at all, 10 = strongly)

Base = 2478
33
Accenture Research
APPENDIX I


Base = 2478
34
Accenture Research
APPENDIX I

Higher average incidence of Not at all

Higher average incidence of Extremely
Base = 2478
35
Accenture Research
APPENDIX I

Q3. Please tell us to what degree each of the following describes what you like about the companies you do business with in
these categories today? (Rating scale: 1 = not at all, 10 = extremely)

Base = 2478
36
Accenture Research
APPENDIX I

Reasons for recent complete switch (past 6-12 months)
Q8. How much did each of the following reasons contribute to your decision to switch/stop doing business?

Base = 150
37
Accenture Research
APPENDIX I

Reasons for recent partial switch (past 6-12 months): advertising or company practices factors
Q9. Thinking about the companies you started doing business with in the past 6 - 12 months, which of the following factors
caused you to choose them? (Check all that apply)

Base = 477
38
Accenture Research
APPENDIX I

Expectations
Q4. In which of the following areas do companies need to meet or exceed your expectations in order for you to continue
doing business with them in the next 12 months? (Check up to top three reasons)

Base = 2478
39
Accenture Research
APPENDIX I

Reasons for future switch (next 6-12 months)
Q6. Why are you considering switching/stopping business in the next 6-12 months?

Base = 468
40
Accenture Research
APPENDIX II
Same/different provider analysis
41
Accenture Research
APPENDIX II
14% of consumers used the same provider for Life insurance & Retail
banking. Globally, using same provider, links to higher satisfaction,
loyalty and advocacy. Switch behavior differs a lot by country.
Same or different Life insurance & Retail banking providers
Consumers who have the same service provider have
a higher level (around 10 basis points) of satisfaction,
loyalty and advocacy than those who have different
companies for Life insurance and Retail banking.
86%
For both the consumer groups, there is no significant

difference in the top 5 reasons for satisfaction.
Globally, past switch behavior is very different by
country depending on whether consumer as same or
different providers; globally on average switch
rates between both groups are similar
14%
Same
provider
Different
providers
This is the same for future switching trends,where

again large country difference are observed.
Based on questions 1, 2, 3, 5 and 7 for both consumer groups
See also appendix-II for details
42
Accenture Research
APPENDIX II
Involvement is lower for consumers using different providers with

41% saying that they do not have a real interest for this category.
PERCEPTION
INVOLVEMENT
Top 3 boxes:
Agree
Disagree
15%
I care atleast somewhat about this category
13%
I know a lot about the providers in this

category
It's too much of a hassle to switch providers
I consider shopping around for better deals

48%
19%
22%
I have a real interest in/passion for this

category 41%
Companies are the same in terms of offerings
and services
52%
28%
28%
21%
22%
15%
35%
30%
32%
29%
28%
35%
17%
18%
27%
29%
30%
25%
Same provider
43
Different provider
Accenture Research
APPENDIX II
Consumers using the same provider have higher level of satisfaction,

loyalty & advocacy than those who use different providers for Life
insurance and Retail banking.
Top 3 boxes:
Not at all
Extremely
10%
Overall satisfaction with

providers
41%
9%
33%
17%
Feel loyal toward providers
39%
26%
Will recommend providers

to others
26%
14%
23%
Will buy more products and

services from providers
23%
21%
25%
37%
28%
19%
Same provider
44
Different provider
Accenture Research
APPENDIX II
Comparatively, consumers using the same provider for Life

insurance and Retail banking are more satisfied than consumers
using different providers.
Current level of satisfaction
Q2. How satisfied are you with the companies you do business with today?
SAME PROVIDER
Emerging
markets
Mature markets
10%
49%
DIFFERENT PROVIDER
41%
Global
9%
57%
33%
4%
34%
62%
USA
5%
47%
48%
4%
52%
43%
Italy
9%
69%
21%
18%
44%
38%
6%
37%
57%
6%
55%
38%
UK
France
10%
60%
29%
10%
53%
37%
Canada
9%
54%
37%
64%
36%
Germany 17%
57%
25%
13%
54%
32%
7%
58%
35%
14%
57%
28%
Australia 12%
63%
26%
7%
71%
21%
Singapore 9%
71%
20%
15%
67%
18%
14%
73%
13%
36%
64%
11%
74%
15%
14%
27%
59%
Japan
China
Brazil
7%
50%
43%
11%
33%
55%
8%
46%
46%
18%
41%
41%
India
Mexico
18%
35%
Spain
47%
Satisfied (score 8-10)
Neutral (score 4-7)
Dissatisfied (score 1-3)45
Accenture Research
APPENDIX II
Trustworthiness, Skilled workforce and Ease-of-doing-business

emerged as the key reasons that drove satisfaction in consumers of
both kinds in this category.
42%
Trustworthy
31%
40%
26%
37%
24%
36%
25%
35%
25%
32%
Innovation
18%
31%
16%
31%
22%
29%
Competitive pricing
20%
28%
14%
28%

19%
27%
14%
Same provider
46
Different provider
Accenture Research
APPENDIX II
Globally, consumers having the same service provider have switched

more in the past 6-12 months in majority of the countries.
- Recent complete switch 6%
6%
27%
19%
36%
33%
Singapore
11%
13%
2%
1%
4%
4%
5%
6%
6%
4%
2%
0%
2%
4%
2%
22%
18%
18%
18%
12%
12%
26%
13%
14%
17%
14%
14%
16%
10%
18%
20%
4%
4%
7%
6%
44%
India
15%
24%
9%
0%
12%
Brazil
48%
24%
47%
28%
45%
27%
26%
China
11%
67%
33%
Mexico
16%
23%
19%
10%
Canada
17%
18%
20%
Australia
Japan
23%
14%
Italy
0%
17%
19%
UK
9%
34%
15%
Germany
40%
36%
32%
USA
25%
38%
24%
France
0%
43%
27%
Spain
Mature
markets
- Same Total - - Different Total -
21%
Global
7%
7%
Emerging
markets
- Recent partial switch -
36%
37%
32%
32%
19%
31%
Same provider
Different provider
47
Accenture Research
APPENDIX II
The future trends for switching are in line with the past behaviour
where customers with the same provider are more likely to switch
with Italy, Spain, Mexico and China being the only exceptions.
- Future complete switch -
- Future partial switch -
- Same Total - - Different Total 20%

18%
43%
21%
29%
20%
21%
17%
0%
18%
8%
Mature
markets
17%
23%
17%
15%
15%
15%
14%
50%
40%
Emerging
markets
24%
0%
18%
9%
9%
11%
14%
24%
35%
38%
27%
38%

(46 invalid responses have been deleted)
Same provider
Different provider
48

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2009 Global Consumer Behavior Study

2009 Global Consumer Behavior Study - Life Insurance providers

CRM Research Agenda

New Corporate Imperatives

Search of Secondary Sources for Supporting Evidence/Examples (Synthesis Report)

CAR in the New Normal Point of View

CAR Industry Points of View (inc. B2B)

Supporting Subject-Specific Points of View (Marketing, Sales, Service)

Global Brand/Branding Research

Customer Behavior Research

Copyright 2009 Accenture All Rights Reserved.

(Gas and Electric Utilities, Wireless, Landline,

Customer Sat Survey V

Global Consumer Segmentation Model (e15)

Global Service Line

Changing Cultural Context

High Performance Diagnostic/Benchmarks

2009 Global Consumer Behavior Study - Life Insurance providers

FY10 CRM Research Agenda

Global Consumer Satisfaction

How consumer service expectations are

How current economic conditions are

Findings Report (ppt)

Copyright 2009 Accenture All Rights Reserved.

Findings Report (ppt)

2009 Global Consumer Behavior Study - Life Insurance providers

The research focused on the following issues:

How has the economic downturn affected consumer behavior?

What is the current state of consumer satisfaction, loyalty and advocacy?

How do specific aspects of the customer experience affect customer behavior?

Copyright 2009 Accenture All Rights Reserved.

2009 Global Consumer Behavior Study - Life Insurance providers

When insightful, countries with lower/higher

The sample size breakdown is as follows:

* Results represented at country level are based on stated sample size.

Copyright 2009 Accenture All Rights Reserved.

2009 Global Consumer Behavior Study - Life Insurance providers

How has the economic downturn affected

What is the current state of consumer

What recent decisions have consumers

What decisions are consumers planning

Does the fact to use same providers for Life

Copyright 2009 Accenture All Rights Reserved.

2009 Global Consumer Behavior Study - Life Insurance providers

How has the economic downturn affected consumer

Copyright 2009 Accenture All Rights Reserved.

2009 Global Consumer Behavior Study - Life Insurance providers

Copyright 2009 Accenture All Rights Reserved.

2009 Global Consumer Behavior Study - Life Insurance providers

Globally, consumers are more engaged than passive. While 25%

Become volatile - Much more likely to

Stay the same - No real impact on

Stick to tried & true Now is not the time to

Lower average incidence of behaviour

* Note: For all country outliers, see appendix

2009 Global Consumer Behavior Study - Life Insurance providers

While this survey revealed significant price-sensitivity, the majority

I care about price but I am not willing to give up anything I

I am willing to accept lower frequency of communications if it

I am willing to accept lower levels of product quality if it

I am willing to accept lower levels of product options if it

Higher average incidence of Disagree

* Note: For all country outliers, see appendix