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市場調查報告書

英國消費者的白色家電/棕色/灰色家電的延長保固方法

Warranty Metrics: Consumer Approaches to Extended Warranties for White, Brown and Grey Goods in the UK

出版商 Finaccord Ltd. 商品編碼 327710
出版日期 內容資訊 英文 48 pages
商品交期: 最快1-2個工作天內
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英國消費者的白色家電/棕色/灰色家電的延長保固方法 Warranty Metrics: Consumer Approaches to Extended Warranties for White, Brown and Grey Goods in the UK
出版日期: 2014年12月01日 內容資訊: 英文 48 pages
簡介

本報告提供英國的白色家電 (生活家電:冰箱、自動洗碗機、洗衣機等)、黑色家電 (娛樂家電:影音設備、遊戲主機、TV等)、灰色家電 (資訊家電:PC (含印表機、掃描儀)、STB等) 的延長保固的消費者偏好和購買行動分析、1000名以上消費者的問卷調查、各家電產品市場上延長保固的普及率,及各產品類型、各流通型態詳細情況 (廠商系列店、網路商店、獨立型家電店等)、大家電經銷商的加入、購買情形、保障內容的差異 (單就破損,含事故、盜竊)、營運主體 (零售店、廠商、獨立業者)、購買時期、方式 (產品購買時或分別) 各購買行動的差異等調查。

摘要整理

第1章 簡介

  • 關於本報告
  • 合理的根據
  • 全球消費者調查
  • 延長保固及保險相關,其他的國際調查報告書

第2章 調查分析

  • 簡介
  • 白色家電/棕色/灰色家電的基礎市場
  • 白色家電/棕色/灰色家電的延長保固

第3章 附錄

  • 調查樣品的統計資料
  • 調查體制

圖表一覽

目錄

Warranty Metrics: Consumer Approaches to Extended Warranties for White, Brown and Grey Goods in the UK offers unique, detailed insights into the behaviour of UK consumers regarding extended warranties for white, brown and grey goods.

Based on a primary survey of over 1,000 consumers in the UK carried out in 2014, the research provides valuable data concerning the extent to which they take out extended warranties with audio systems, desktop computers (plus printers / scanners), dishwashers, fridges / freezers, games consoles, set-top boxes, TVs and washing machines, with data shown separately for each of these nine types of product as well as for each of the three broader categories of white, brown and grey goods.

Extended warranty take-up rates for these categories are also analysed by income, age and gender of respondent as well as by the channel used to acquire the underlying product, differentiating between in-store and remote (mainly online) purchases. They are additionally shown for major retail chains covered by the research, which in the UK were Amazon, ao.com (Appliances Online), Appliances Direct, Argos, Currys, John Lewis and Tesco, as well as for respondents buying through other national chains, other online-only retailers and local (independent) shops.

The investigation also analyses which risks are covered by these warranties (i.e. breakdown only or also cover for accidental damage and / or theft), whether consumers purchased a warranty for a specific consumer product or a multi-appliance warranty, which distribution channel and interface they used to take out the extended warranty (including the split between retailers, manufacturers and other independent providers), and whether they bought an extended warranty at the same time as the underlying consumer product or either before or after.

Finally, the reports analyse claims frequency for extended warranties split between white, brown and grey goods, as well as between stand-alone and generic cover packaged with banking products, also showing whether the claim was accepted or rejected.

You may be able to use this report in one or more of the following ways:

  • benchmark your organisation's performance in the extended warranty sector: are your cross-selling rates in line with the market averages described in this study?
  • appreciate the potential for increasing the penetration of extended warranties in the UK through packaging with banking products or marketing multi-appliance warranties;
  • evaluate the opportunities for distributing extended warranties through means other than the outlets selling the underlying electronic products
  • to what extent will consumers buy through alternative channels and interfaces?
  • assess the prospects for retrospective marketing and re-solicitation programs
  • how many UK consumers take out extended warranties after they have bought the underlying electronic product and how long do they wait?
  • understand claims experience for extended warranties, how this varies by type of customer and what this might mean for the way in which your organisation underwrites or distributes this type of policy.

Table of Contents

0.0 EXECUTIVE SUMMARY

1.0 INTRODUCTION

  • What is this report about?
  • Rationale
  • Global consumer research
  • Other international research reports about extended warranties and insurance

2.0 SURVEY ANALYSIS

  • Introduction
  • Underlying market for white, brown and grey goods
    • White, brown and grey goods acquired, segmented by type of item
    • White, brown and grey goods acquired, segmented by demographic group
    • White, brown and grey goods acquired, segmented by retailer and type
    • White, brown and grey goods acquired, segmented by purchase interface
  • Extended warranties for white, brown and grey goods
    • Take-up rates segmented by type of item
    • Take-up rates segmented by demographic group
    • Generic extended warranty cover held through banking products
    • Take-up rates segmented by retailer
    • Take-up rates segmented by purchase interface for underlying item
    • Perceived risks covered by extended warranties linked to white, brown and grey goods
    • Distribution channels for extended warranties for white, brown and grey goods
    • Distribution interfaces for extended warranties for white, brown and grey goods
    • Time of acquisition of extended warranties for white, brown and grey goods
    • Claims frequency for extended warranties for white, brown and grey goods

3.0 APPENDIX

  • Research sample statistics
  • Research structure

LIST OF GRAPHICS / TABLES

0.0 EXECUTIVE SUMMARY

1.0 INTRODUCTION

2.0 SURVEY ANALYSIS

  • Percentage of respondents in the UK buying selected white, brown and grey goods in the last three years, segmented by type, 2014
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years, segmented by category and income, 2014
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years, segmented by category and income, 2014 (table)
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years, segmented by category and age, 2014
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years, segmented by category and age, 2014 (table)
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years, segmented by category and gender, 2014
  • Selected white, brown and grey goods bought in the last three years in the UK, segmented by type of goods and retailer, 2014
  • Dishwashers, fridges / freezers and washing machines bought in the last three years in the UK, segmented by retailer, 2014 (table)
  • Audio systems, set-top boxes and TVs bought in the last three years in the UK, segmented by retailer, 2014 (table)
  • Desktop computers and gaming consoles bought in the last three years in the UK, segmented by retailer, 2014 (table)
  • White, brown and grey goods bought in the last three years in the UK, segmented by category and retailer, 2014
  • White, brown and grey goods bought in the last three years in the UK, segmented by category and retailer, 2014 (table)
  • Selected white, brown and grey goods bought in the last three years in the UK, segmented by type and interface used for purchase, 2014
  • Selected white, brown and grey goods bought in the last three years in the UK, segmented by type and interface used for purchase, 2014 (table)
  • White, brown and grey goods bought in the last three years in the UK, segmented by category and interface used for purchase, 2014
  • White, brown and grey goods bought in the last three years in the UK, segmented by category and interface used for purchase, 2014 (table)
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by type, 2010 and 2014
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by category, 2010 and 2014
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by category and income, 2014
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by category and income, 2014 (table)
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by category and age, 2014
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by category and age, 2014 (table)
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by category and gender, 2014
  • Take-up rates for extended warranties for white, brown and grey goods in the UK, segmented by category and gender, 2014 (table)
  • Penetration rate for generic extended warranties attached to bank accounts and credit cards in the UK, 2010 and 2014
  • Penetration rate for generic extended warranties attached to bank accounts and credit cards in the UK, 2010 and 2014 (table)
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years who acquired extended warranties, segmented by category and retailer, 2014
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years who acquired extended warranties, segmented by category and retailer, 2014 (table)
  • Percentage of respondents in the UK buying white, brown and grey goods in the last three years who acquired extended warranties, segmented by category and interface used to purchase goods, 2014
  • Perceived risks covered by extended warranties for white, brown and grey goods in the UK, 2010 and 2014
  • Perceived risks covered by extended warranties for white, brown and grey goods in the UK, 2010 and 2014 (table)
  • Perceived risks covered by extended warranties for white, brown and grey goods in the UK, segmented by category, 2014
  • Perceived risks covered by extended warranties for white, brown and grey goods in the UK, segmented by category, 2014 (table)
  • Distribution channels used for extended warranties for white, brown and grey goods in the UK, 2010 and 2014
  • Distribution channels used for extended warranties for white, brown and grey goods in the UK, 2010 and 2014 (table)
  • Distribution channels used for extended warranties for white, brown and grey goods in the UK, segmented by category, 2014
  • Distribution channels used for extended warranties for white, brown and grey goods in the UK, segmented by category, 2014 (table)
  • Distribution interfaces used for extended warranties for white, brown and grey goods in the UK, 2010 and 2014
  • Distribution interfaces used for extended warranties for white, brown and grey goods in the UK, 2010 and 2014 (table)
  • Distribution interfaces used for extended warranties for white, brown and grey goods in the UK, segmented by category, 2014
  • Distribution interfaces used for extended warranties for white, brown and grey goods in the UK, segmented by category, 2014 (table)
  • Online sales of extended warranties for white, brown and grey goods in the UK, segmented by type of device used, 2014
  • Cross-tabulation of the distribution channels and interfaces used to acquire extended warranties for white, brown and grey goods in the UK, 2014
  • Time of acquiring extended warranties relative to time of acquiring white, brown and grey goods in the UK, 2010 and 2014
  • Time of acquiring extended warranties relative to time of acquiring white, brown and grey goods in the UK, 2010 and 2014 (table)
  • Time of acquiring extended warranties relative to time of acquiring white, brown and grey goods in the UK, segmented by category, 2014
  • Time of acquiring extended warranties relative to time of acquiring white, brown and grey goods in the UK, segmented by category, 2014 (table)
  • Frequency of claims for extended warranties for white, brown and grey goods in the UK, segmented by category, 2010 and 2014
  • Frequency of claims for extended warranties for white, brown and grey goods in the UK, segmented by category, 2010 and 2014 (table)
  • Frequency of claims for extended warranties for white, brown and grey goods in the UK, segmented by outcome of claims, 2010 and 2014
  • Frequency of claims for extended warranties for white, brown and grey goods in the UK, segmented by outcome of claims, 2010 and 2014 (table)
  • Frequency of claims for extended warranties for white, brown and grey goods in the UK, segmented by outcome of claims and type of policy, 2014
  • Frequency of claims for extended warranties for white, brown and grey goods in the UK, segmented by outcome of claims and type of policy, 2014 (table)

3.0 APPENDIX

  • UK survey sample, segmented by geographical region
  • UK survey sample, segmented by age group and by annual household income band
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