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

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

Based on a primary survey of 6,000 consumers in France, Germany, Italy, the Netherlands, Spain and the UK carried out in November and December 2010, the research provides valuable data concerning the extent to which they take out extended warranties with audio systems, desktop computers, dishwashers, fridges / freezers, games consoles, laptops / netbooks, set-top boxes, televisions and washing machines with data shown separately for each of these nine types of product.

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, and whether they bought an extended warranty at the same time as the underlying consumer product or later.

Finally, the reports analyse claims frequency for extended warranties split between white goods, brown goods, and grey goods, 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 six major European markets 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 European 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 SHOW LESS READ MORE >

0.0 EXECUTIVE SUMMARY
On average, extended warranties are bought with one consumer product in five
Italy appears to experience particularly high cross-selling rates for extended warranties
Wealthier and younger consumers are the most likely to take out extended warranties
Under 3% of all respondents acquired nearly a quarter of all extended warranties
Spain may have the most potential for increasing take-up rates, with scepticism highest in the Netherlands
Over 16% of consumers hold packaged extended warranties, yet they still buy stand-alone cover
Distribution of extended warranties is most likely to occur when the underlying consumer product is bought
Claims frequencies vary sharply by product, country and income band and by method of distribution

1.0 INTRODUCTION
Research rationale
Product definitions
European consumer research
Extended warranties for white, brown and grey goods
Other topics
Other international research reports

2.0 EUROPEAN OVERVIEW
Introduction
Proportion of respondents buying consumer products
Televisions were the most common purchase over 2008 to 2010, with Italy and the UK as the leading markets for consumer goods per person
Segmentation by income and age
Consumer product purchases increase with income for brown and grey goods especially while electronic entertainment equipment is bought by younger consumers
Differences in income levels have most impact in France, Italy and the UK while age has a significant impact in Germany
Extended warranties bought with white, brown and grey goods
Proportion of consumers who take out extended warranties
Extended warranties are most popular for white goods though variations between countries are as great as between products
The survey results suggest that cross-selling rates for extended warranties are especially high in Italy
Segmentation by income and age
Wealthy consumers take out extended warranties most often though this is offset by a decline in the take-up rate for extended warranties among older customers
Take-up of extended warranties rises strongly with income in France, but drops in the Netherlands while middle-aged consumers are most keen on extended warranties in Italy
The importance of ‘super-customers’ as buyers of extended warranties
Nearly a quarter of all extended warranties are bought by less than 3% of all consumers…
‘Super-customers’ buy more than a third of all extended warranties in Germany they are likely to be male, young, and in the middle income band but their claims frequency is twice that of the average
Attitudes towards extended warranties of consumers without cover
The price of extended warranties puts off some customers from buying them with laptops and netbooks
Spain has the highest proportion of consumers without extended warranties who see the benefit of them
Risks covered by extended warranty policies
Home entertainment systems are often covered for accidental damage and theft
Distribution of extended warranties
Extended warranties packaged with banking products
Bank accounts carry packaged extended warranties more often than payment cards in the UK
The frequency with which banks package extended warranties does not correlate with demand for it
Premium cards are the main vehicle for packaged extended warranties and consumers holding packaged cover are far more likely to take out stand-alone policies as well
Distribution channels used for stand-alone extended warranties
Retailers are the most important distributors, though there are variations by product with games consoles as the best area for independent providers
By country, France, Spain and the UK are the best countries for independent providers
Distribution interfaces used for stand-alone extended warranties
Online sales of extended warranties imply that the presence of a salesperson is not essential except perhaps for reluctant Dutch consumers
Stand-alone extended warranties - point in time obtained
The bulk of extended warranties are sold with the consumer product, for online sales as well as face-to-face
Outbound telephone calling can increase the take-up of extended warranties after the product sale
The UK has the highest proportion of extended warranties taken out after the underlying product purchase
Stand-alone extended warranty claims experience
Televisions have an unusually low claims frequency and they also had the lowest claims approval rate
There is a threefold difference in claims frequency by country
Claims experience by income and age bands
The claims frequency on set-top boxes for high income consumers is double that for low income ones
Young consumers claim most often - unless children are involved
Claims frequencies vary by distribution method with face-to-face sales generating the lowest claims frequency which gives an advantage to the retailer distribution channel

3.0 FRANCE
Introduction
Underlying market for white, brown and grey goods
Segmentation by income and age
Extended warranties bought with white, brown and grey goods
Proportion of consumers who take out extended warranties
Segmentation by income and age
The importance of ‘super-customers’ as buyers of extended warranties
Attitudes towards extended warranties of consumers without cover
Risks covered by extended warranty policies
Distribution of extended warranties
Extended warranties packaged with banking products
Distribution channels used for stand-alone extended warranties
Distribution interfaces used for stand-alone extended warranties
Distribution channels cross-tabulated with distribution interfaces
Stand-alone extended warranties - point in time obtained
Stand-alone extended warranty claims experience
Claims experience by income and age bands
Research sample
The research embraces a total of 1,000 respondents in France

4.0 GERMANY
Introduction
Underlying market for white, brown and grey goods
Segmentation by income and age
Extended warranties bought with white, brown and grey goods
Proportion of consumers who take out extended warranties
Segmentation by income and age
The importance of ‘super-customers’ as buyers of extended warranties
Attitudes towards extended warranties of consumers without cover
Risks covered by extended warranty policies
Distribution of extended warranties
Extended warranties packaged with banking products
Distribution channels used for stand-alone extended warranties
Distribution interfaces used for stand-alone extended warranties
Distribution channels cross-tabulated with distribution interfaces
Stand-alone extended warranties - point in time obtained
Stand-alone extended warranty claims experience
Claims experience by income and age bands
Research sample

5.0 ITALY
Introduction
Underlying market for white, brown and grey goods
Segmentation by income and age
Extended warranties bought with white, brown and grey goods
Proportion of consumers who take out extended warranties
Segmentation by income and age
The importance of ‘super-customers’ as buyers of extended warranties
Attitudes towards extended warranties of consumers without cover
Risks covered by extended warranty policies
Distribution of extended warranties
Extended warranties packaged with banking products
Distribution channels used for stand-alone extended warranties
Distribution interfaces used for stand-alone extended warranties
Distribution channels cross-tabulated with distribution interfaces
Stand-alone extended warranties - point in time obtained
Stand-alone extended warranty claims experience
Claims experience by income and age bands
Research sample

6.0 NETHERLANDS
Introduction
Underlying market for white, brown and grey goods
Segmentation by income and age
Extended warranties bought with white, brown and grey goods
Proportion of consumers who take out extended warranties
Segmentation by income and age
The importance of ‘super-customers’ as buyers of extended warranties
Attitudes towards extended warranties of consumers without cover
Risks covered by extended warranty policies
Distribution of extended warranties
Extended warranties packaged with banking products
Distribution channels used for stand-alone extended warranties
Distribution interfaces used for stand-alone extended warranties
Distribution channels cross-tabulated with distribution interfaces
Stand-alone extended warranties - point in time obtained
Stand-alone extended warranty claims experience
Claims experience by income and age bands
Research sample

7.0 SPAIN
Introduction
Underlying market for white, brown and grey goods
Segmentation by income and age
Extended warranties bought with white, brown and grey goods
Proportion of consumers who take out extended warranties
Segmentation by income and age
The importance of ‘super-customers’ as buyers of extended warranties
Attitudes towards extended warranties of consumers without cover
Risks covered by extended warranty policies
Distribution of extended warranties
Extended warranties packaged with banking products
Distribution channels used for stand-alone extended warranties
Distribution interfaces used for stand-alone extended warranties
Distribution channels cross-tabulated with distribution interfaces
Stand-alone extended warranties - point in time obtained
Stand-alone extended warranty claims experience
Claims experience by income and age bands
Research sample

8.0 UNITED KINGDOM
Introduction
Underlying market for white, brown and grey goods
Segmentation by income and age
Extended warranties bought with white, brown and grey goods
Proportion of consumers who take out extended warranties
Segmentation by income and age
The importance of ‘super-customers’ as buyers of extended warranties
Attitudes towards extended warranties of consumers without cover
Risks covered by extended warranty policies
Distribution of extended warranties
Extended warranties packaged with banking products
Distribution channels used for stand-alone extended warranties
Distribution interfaces used for stand-alone extended warranties
Distribution channels cross-tabulated with distribution interfaces
Stand-alone extended warranties - point in time obtained
Stand-alone extended warranty claims experience
Claims experience by income and age bands
Research sample

9.0 APPENDIX
Research methodology
Research structure

LIST OF GRAPHICS / TABLES

0.0 EXECUTIVE SUMMARY
% of consumers taking out an extended warranty on nine types of consumer product in the past three years, average of six European countries, 2010
Average number of extended warranties bought per person in the past three years in six European countries, 2010
Frequency of stand-alone extended warranty claims on nine consumer products by outcome of claim, average of six European countries, 2010

1.0 INTRODUCTION

2.0 EUROPEAN OVERVIEW
% of respondents buying nine types of consumer product in the past three years, average of six European countries, 2010
Average number of nine types of consumer product bought per person in six European countries in the past three years, 2010
% of respondents buying nine types of consumer product in the past three years by annual household income band, average of six European countries, 2010
% of respondents buying nine types of consumer product in the past three years by annual household income band, average of six European countries, 2010 (data)
% of respondents buying nine types of consumer product in the past three years by age band, average of six European countries, 2010
% of respondents buying nine types of consumer product in the past three years by age band, average of six European countries, 2010 (data)
Average number of consumer products bought per respondent in the past three years in six European countries by annual household income band, 2010
Average number of consumer products bought per respondent in the past three years in six European countries by age band, 2010
Average number of consumer products bought per respondent in the past three years in six European countries by annual household income and age bands, 2010 (data)
% of consumer products bought with an extended warranty in the past three years: nine types of product, average of six European countries, 2010
% of consumer products bought with an extended warranty in the past three years: six European countries, average of nine types of product, 2010
Average number of extended warranties bought per person in the last three years in six European countries, 2010
% of consumer products bought with an extended warranty in the past three years by annual household income band: nine types of product, average of six European countries, 2010
% of consumer products bought with an extended warranty in the past three years by annual household income band: nine types of product, average of six European countries, 2010 (data)
% of consumer products bought with an extended warranty in the past three years by annual household income band: six European countries, average of nine types of product, 2010
% of consumer products bought with an extended warranty in the past three years by age band: six European countries, average of nine types of product, 2010
% of consumer products bought with an extended warranty in the past three years by annual household income and age bands: six European countries, average of nine types of product, 2010 (data)
‘Super-customers’ in six European countries: cross-tabulation of purchases of consumer products and of extended warranties in the past three years, 2010
% of extended warranty customers who are ‘super-customers’ in six European countries and their share of policies bought in the past three years, 2010 (data)
Segmentation of ‘super-customers’ by gender, annual household income and age bands, average of six European countries, 2010
Segmentation of ‘super-customers’ by gender, annual household income and age bands, average of six European countries, 2010 (data)
Main reasons why consumers did not take out an extended warranty in the past three years: nine types of consumer product, average of six European countries, 2010
Main reasons why consumers did not take out an extended warranty in the past three years: nine types of consumer product, average of six European countries, 2010 (data)
Main reasons why consumers did not take out an extended warranty in the past three years: six European countries, average of nine types of consumer product, 2010
Main reasons why consumers did not take out an extended warranty in the past three years: six European countries, average of nine types of consumer product, 2010 (data)
Risks covered by extended warranty policies taken out in the past three years: nine types of consumer product, average of six European countries, 2010
Risks covered by extended warranty policies taken out in the past three years: nine types of consumer product, average of six European countries, 2010 (data)
Extended warranty cover held with banking products in six European countries, 2010
Extended warranty cover held with banking products in six European countries, 2010, data
Extended warranty cover held with banking products by annual household income: average of six European countries, 2010
Frequency of acquiring an extended warranty with a consumer product in the past three years: purchases made by consumers with and without cover held with banking products, six European countries, 2010
Frequency of acquiring an extended warranty with a consumer product in the past three years: purchases made by consumers with and without cover held with banking products, six European countries, 2010 (data)
Distribution channels used for stand-alone extended warranties in the past three years: nine types of consumer product, average of six European countries, 2010
Distribution channels used for stand-alone extended warranties in the past three years: nine types of consumer product, average of six European countries, 2010 (data)
Distribution channels used for stand-alone extended warranties in the past three years: six European countries, average of nine types of consumer product, 2010
Distribution channels used for stand-alone extended warranties in the past three years: six European countries, average of nine types of consumer product, 2010 (data)
Distribution interfaces used for stand-alone extended warranties in the past three years: nine types of consumer product, average of six European countries, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years: nine types of consumer product, average of six European countries, 2010 (data)
Distribution interfaces used for stand-alone extended warranties in the past three years: six European countries, average of nine types of consumer product, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years: six European countries, average of nine types of consumer product, 2010 (data)
Time of acquiring stand-alone extended warranties relative to time of acquiring nine types of consumer product in the past three years: average of six European countries, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring nine types of consumer product in the past three years: average of six European countries, 2010 (data)
Time of acquiring stand-alone extended warranties relative to time of acquiring the underlying product in the past three years: six European countries, average of nine types of product, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring the underlying product in the past three years: six European countries, average of nine types of product, 2010 (data)
Frequency of stand-alone extended warranty claims by outcome of claim: nine types of consumer product, average of six European countries, 2010
Frequency of stand-alone extended warranty claims by outcome of claim: nine types of consumer product, average of six European countries, 2010 (data)
Frequency of stand-alone extended warranty claims by outcome of claim: six European countries, average of nine types of consumer product, 2010
Frequency of stand-alone extended warranty claims by outcome of claim: six European countries, average of nine types of consumer product, 2010 (data)
Frequency of stand-alone extended warranty claims by annual household income band: nine types of consumer product, average of six European countries, 2010
Frequency of stand-alone extended warranty claims by annual household income band: nine types of consumer product, average of six European countries, 2010 (data)
Frequency of stand-alone extended warranty claims by age band: nine types of consumer product, average of six European countries, 2010
Frequency of stand-alone extended warranty claims by age band: nine types of consumer product, average of six European countries, 2010 (data)
Frequency of stand-alone extended warranty claims by distribution interface: average of nine types of consumer product in six European countries, 2010
Frequency of stand-alone extended warranty claims by distribution channel and by point in time of sale: average of nine types of consumer product in six European countries, 2010

3.0 FRANCE
% of respondents in France buying nine types of consumer product in the past three years, 2010
% of respondents in France buying nine types of consumer product in the past three years, by annual household income band, 2010
% of respondents in France buying nine types of consumer product in the past three years, by annual household income band, 2010 (data)
% of respondents in France buying nine types of consumer product in the past three years, by age, 2010
% of respondents in France buying nine types of consumer product in the past three years, by age, 2010 (data)
% of nine types of consumer product bought with an extended warranty in the past three years in France, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in France, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in France, 2010 (data)
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in France, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in France, 2010 (data)
Average number of extended warranties acquired per person in the past three years on consumer products in France, by annual household income and age band, 2010 (data)
‘Super-customers’ in France: cross-tabulation of purchases of consumer products and of extended warranties in the past three years, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in France, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in France, 2010 (data)
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in France, 2010
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in France, 2010 (data)
Extended warranty cover held with banking products in France, 2010
Frequency of acquiring an extended warranty with a consumer product: purchases made by consumers with and without cover held with banking products, France, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in France, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in France, 2010 (data)
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in France, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in France, 2010 (data)
Cross-tabulation of distribution channels and interfaces used for stand-alone extended warranties in the past three years in France, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, France, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, France, 2010 (data)
Frequency of stand-alone extended warranty claims on white, brown and grey goods in France, by outcome of claim, 2010
Frequency of stand-alone extended warranty claims on white, brown and grey goods in France, by outcome of claim, 2010 (data)
Frequency of stand-alone extended warranty claims on consumer products in France by annual household income and age bands, 2010
Sample breakdown in France by age group and household income band, 2010

4.0 GERMANY
% of respondents in Germany buying nine types of consumer product in the past three years, 2010
% of respondents in Germany buying nine types of consumer product in the past three years, by annual household income band, 2010
% of respondents in Germany buying nine types of consumer product in the past three years, by annual household income band, 2010 (data)
% of respondents in Germany buying nine types of consumer product in the past three years, by age band, 2010
% of respondents in Germany buying nine types of consumer product in the past three years, by age band, 2010 (data)
% of nine types of consumer product bought with an extended warranty in the past three years in Germany, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in Germany, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in Germany, 2010 (data)
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in Germany, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in Germany, 2010 (data)
Average number of extended warranties acquired per person in the past three years on consumer products in Germany, by income and age, 2010 (data)
‘Super-customers’ in Germany: cross-tabulation of purchases of consumer products and of extended warranties in the past three years, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in Germany, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in Germany, 2010 (data)
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in Germany, 2010
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in Germany, 2010 (data)
Extended warranty cover held with banking products in Germany, 2010
Frequency of acquiring an extended warranty with a consumer product: purchases made by consumers with and without cover held with banking products, Germany, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in Germany, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in Germany, 2010 (data)
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in Germany, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in Germany, 2010 (data)
Cross-tabulation of distribution channels and interfaces used for stand-alone extended warranties in the past three years in Germany, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, Germany, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, Germany, 2010 (data)
Frequency of stand-alone extended warranty claims on white, brown and grey goods in Germany, by outcome of claim, 2010
Frequency of stand-alone extended warranty claims on white, brown and grey goods in Germany, by outcome of claim, 2010 (data)
Frequency of stand-alone extended warranty claims on consumer products in Germany by annual household income and age bands, 2010
Sample breakdown in Germany by age group and household income band, 2010

5.0 ITALY
% of respondents in Italy buying nine types of consumer product in the past three years, 2010
% of respondents in Italy buying nine types of consumer product in the past three years, by annual household income band, 2010
% of respondents in Italy buying nine types of consumer product in the past three years, by annual household income band, 2010 (data)
% of respondents in Italy buying nine types of consumer product in the past three years, by age, 2010
% of respondents in Italy buying nine types of consumer product in the past three years, by age, 2010 (data)
% of nine types of consumer product bought with an extended warranty in the past three years in Italy, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in Italy, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in Italy, 2010 (data)
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in Italy, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in Italy, 2010 (data)
Average number of extended warranties acquired per person in the past three years on consumer products in Italy, by annual household income and age band, 2010 (data)
‘Super-customers’ in Italy: cross-tabulation of purchases of consumer products and of extended warranties in the past three years, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in Italy, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in Italy, 2010 (data)
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in Italy, 2010
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in Italy, 2010 (data)
Extended warranty cover held with banking products in Italy, 2010
Frequency of acquiring an extended warranty with a consumer product: purchases made by consumers with and without cover held with banking products, Italy, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in Italy, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in Italy, 2010 (data)
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in Italy, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in Italy, 2010 (data)
Cross-tabulation of distribution channels and interfaces used for stand-alone extended warranties in the past three years in Italy, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, Italy, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, Italy, 2010 (data)
Frequency of stand-alone extended warranty claims on white, brown and grey goods in Italy, by outcome of claim, 2010
Frequency of stand-alone extended warranty claims on white, brown and grey goods in Italy, by outcome of claim, 2010 (data)
Frequency of stand-alone extended warranty claims on consumer products in Italy by annual household income and age bands, 2010
Sample breakdown in Italy by age group and household income band, 2010

6.0 NETHERLANDS
% of respondents in the Netherlands buying nine types of consumer product in the past three years, 2010
% of respondents in the Netherlands buying nine types of consumer product in the past three years, by annual household income band, 2010
% of respondents in the Netherlands buying nine types of consumer product in the past three years, by annual household income band, 2010 (data)
% of respondents in the Netherlands buying nine types of consumer product in the past three years, by age, 2010
% of respondents in the Netherlands buying nine types of consumer product in the past three years, by age, 2010 (data)
% of nine types of consumer product bought with an extended warranty in the past three years in the Netherlands, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in the Netherlands, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in the Netherlands, 2010 (data)
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in the Netherlands, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in the Netherlands,, 2010 (data)
Average number of extended warranties acquired per person in the past three years on consumer products in the Netherlands, by income and age, 2010 (data)
‘Super-customers’ in the Netherlands: cross-tabulation of purchases of consumer products and of extended warranties in the past three years, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in the Netherlands, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in the Netherlands, 2010 (data)
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in the Netherlands, 2010
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in the Netherlands, 2010 (data)
Extended warranty cover held with banking products in the Netherlands, 2010
Frequency of acquiring an extended warranty with a consumer product: purchases made by consumers with and without cover held with banking products, the Netherlands, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in the Netherlands, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in the Netherlands, 2010 (data)
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in the Netherlands, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in the Netherlands, 2010 (data)
Cross-tabulation of distribution channels and interfaces used for stand-alone extended warranties in the past three years in the Netherlands, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, the Netherlands, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, the Netherlands, 2010 (data)
Frequency of stand-alone extended warranty claims on white, brown and grey goods in the Netherlands, by outcome of claim, 2010
Frequency of stand-alone extended warranty claims on white, brown and grey goods in the Netherlands, by outcome of claim, 2010 (data)
Frequency of stand-alone extended warranty claims on consumer products in the Netherlands by annual household income and age bands, 2010
Sample breakdown in the Netherlands by age group and household income band, 2010

7.0 SPAIN
% of respondents in Spain buying nine types of consumer product in the past three years, 2010
% of respondents in Spain buying nine types of consumer product in the past three years, by annual household income band, 2010
% of respondents in Spain buying nine types of consumer product in the past three years, by annual household income band, 2010 (data)
% of respondents in Spain buying nine types of consumer product in the past three years, by age, 2010
% of respondents in Spain buying nine types of consumer product in the past three years, by age, 2010 (data)
% of nine types of consumer product bought with an extended warranty in the past three years in Spain, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in Spain, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in Spain, 2010 (data)
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in Spain, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in Spain, 2010 (data)
Average number of extended warranties acquired per person in the past three years on consumer products in Spain, by income and age, 2010 (data)
‘Super-customers’ in Spain: cross-tabulation of purchases of consumer products and of extended warranties in the past three years, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in Spain, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in Spain, 2010 (data)
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in Spain, 2010
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in Spain, 2010 (data)
Extended warranty cover held with banking products in Spain, 2010
Frequency of acquiring an extended warranty with a consumer product: purchases made by consumers with and without cover held with banking products, Spain, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in Spain, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in Spain, (data)
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in Spain, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in Spain, 2010 (data)
Cross-tabulation of distribution channels and interfaces used for stand-alone extended warranties in the past three years in Spain, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years in Spain, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years in Spain, 2010 (data)
Frequency of stand-alone extended warranty claims on white, brown and grey goods in Spain, by outcome of claim, 2010
Frequency of stand-alone extended warranty claims on white, brown and grey goods in Spain, by outcome of claim, 2010 (data)
Frequency of stand-alone extended warranty claims on consumer products in Spain by annual household income and age bands, 2010
Sample breakdown in Spain by age group and household income band, 2010

8.0 UNITED KINGDOM
% of respondents in the UK buying nine types of consumer product in the past three years, 2010
% of respondents in the UK buying nine types of consumer product in the past three years, by annual household income band, 2010
% of respondents in the UK buying nine types of consumer product in the past three years, by annual household income band, 2010 (data)
% of respondents in the UK buying nine types of consumer product in the past three years, by age band, 2010
% of respondents in the UK buying nine types of consumer product in the past three years, by age band, 2010 (data)
% of nine types of consumer product bought with an extended warranty in the past three years in the UK, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in the UK, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by annual household income band in the UK, 2010 (data)
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in the UK, 2010
% of white, brown and grey goods bought with an extended warranty in the past three years by age band in the UK, 2010 (data)
Average number of extended warranties acquired per person in the past three years on consumer products in the UK, by income and age, 2010 (data)
‘Super-customers’ in the UK: cross-tabulation of purchases of consumer products and of extended warranties in the past three years, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in the UK, 2010
Main reasons why consumers did not take out an extended warranty in the past three years on nine types of consumer product in the UK, 2010 (data)
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in the UK, 2010
Risks covered by extended warranty policies taken out in the past three years on white, brown and grey goods in the UK, 2010 (data)
Extended warranty cover held with banking products in the UK, 2010
Frequency of acquiring an extended warranty with a consumer product: purchases made by consumers with and without cover held with banking products, the UK, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in the UK, 2010
Distribution channels used for stand-alone extended warranties in the past three years on white, brown and grey goods in the UK, 2010 (data)
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in the UK, 2010
Distribution interfaces used for stand-alone extended warranties in the past three years on white, brown and grey goods in the UK, 2010 (data)
Cross-tabulation of distribution channels and interfaces used for stand-alone extended warranties in the past three years in the UK, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, the UK, 2010
Time of acquiring stand-alone extended warranties relative to time of acquiring white, brown and grey goods in the past three years, the UK, 2010 (data)
Frequency of stand-alone extended warranty claims on white, brown and grey goods in the UK, by outcome of claim, 2010
Frequency of stand-alone extended warranty claims on white, brown and grey goods in the UK, by outcome of claim, 2010 (data)
Frequency of stand-alone extended warranty claims on consumer products in the UK by annual household income and age bands, 2010
Sample breakdown in the UK by age group and household income band, 2010

9.0 APPENDIX
Sample breakdown by age group and household income band, 2010