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Royal Bank of Scotland Household Bills SurveyFieldwork: 4th-5th November 2015
Contact: [email protected]
The content of this document is classified as INTERNAL
• Royal Bank of Scotland commissioned this research to understand how the GB public feels about their household bills:
– Whether they shop around for the best deal.
– Whether they feel they’re getting value for money.
– Whether they take steps to be more energy-efficient.
– Whether they are aware of the government’s grants for making eligible homes more energy-efficient.
– Whether parents are talking to their children about how to save money on household bills .
• The research was carried out via online omnibus, with interviewing taking place on the 4th
and 5th November 2015.
• The sample interviewed was nationally representative of GB adults who are wholly or jointly responsible for choosing their household utility providers.
• In total we spoke to 1,856 people age 18+.
– The data shown in this report is weighted to ensure it reflects national proportions.
Background and Methodology
2
• While the majority of consumers do shop around for their household service providers, around a third never look for a better deal.
• Energy suppliers and council tax are seen to offer the worst value for money, with energy being poorly rated across the whole of GB.
• Broadband has better (albeit still not strong) value perceptions, with those in the North of England most confident that they are getting a good deal. Buying broadband as part of a package is the most common driver of provider choice.
• Although the vast majority of people in GB think they are energy conscious, over half feel they could do even more. Those who are most energy-conscious are using energy-efficient light bulbs, insulation and boilers.
– With a high proportion of renters in London, this region sees the most room for improvement in using energy-saving devices.
• There is room for the government to improve awareness and take-up of its energy-saving schemes: around a fifth of GB adults haven’t heard of the support available. This is mostly driven by under-35s, but even amongst over-65s (a key target group) over one in ten are unaware of the help they could get.
• Older parents are most likely to be teaching their children how to save money on bills; over a fifth of 18-34 year old parents are deferring it until their children are older.
Summary
3
Around a third of consumers say they never shop around for a better deal on their household bills
4
57 57 55 53 50 48
14 14 15 1515 16
29 29 30 32 35 37
Energy -electricity
Energy - gas Broadband Phone (mobile) TV. Paidpackages
Phone(landline)
Never
Longer than 2 years
Within 2 years
Base: all respondents who are sole or joint decision makers, and currently pay for this service. Base ranges from: Total GB (1157 to 1769)
“How often do you compare service suppliers to see who is offering the best deal?”
% Who ever shop around
Energy -electricity
Energy - gas BroadbandPhone (mobile)
TV. Paid packages
Phone (landline)
Total (GB Public)
Yorkshire & Humber
East of England
East Midlands
North West
West Midlands
South West
South East
North East
Scotland
Wales
London
There is some variation in shopping around behaviours by region and by type of household bill – consumers in Yorks. & Hum. and East England are more likely to shop around than those in Scotland, Wales and London (except for landline provider)
5
71
82
78
73
74
73
71
73
67
64
64
58
71
82
77
70
76
74
73
75
63
63
64
59
70
75
76
81
73
69
69
68
66
65
63
62
68
73
70
80
70
72
67
64
64
64
61
65
65
72
73
62
63
63
67
66
61
64
61
58
63
64
69
66
64
65
68
61
64
62
54
59
Base: all respondents who are sole or joint decision makers, and currently pay for this service. Base ranges from: Total GB (1157 to 1769); Yorkshire & Humber (117 to 159); East of England (110 to 170); East Midlands (88 to 133); North West (127 to 195); West Midlands (98 to 159); South West (94 to 147); South East (159 to 254); North East (56 to 73); Scotland (102 to 164); Wales (70 to 95); London (135 to 223)
59
4341 40 39
32 3127
24 23
15
On-demandvideo service
Phone(mobile)
Energy -solid fuel
(wood / coal)
Energy -liquid fuel
(oil)
Broadband Water TV. Paidpackages
Phone(landline)
Energy -electricity
Energy -gas
Council Tax
Council tax and energy are seen to offer the least value for money, echoing frequent media coverage of rising energy prices and issues with local services
6
Base: all respondents who are sole or joint decision makers, and currently pay for this service. Bases range from: Total GB (1114 to 1777)Q. You said that your household received the following services and bills. To what extent do you think your current supplier gives you value for money?
“To what extent do you think your current supplier gives you value for money?”
% Very good / Good value for money
Dissatisfaction with energy prices is fairly evenly spread across GB
7
Broadband
Energy - electricity Energy - gas Phone (landline)
Phone (mobile) Water
0 to 9
10 to 19
20 to 29
30 to 39
40 to 49
50 to 59
60 +
Base: all respondents who are sole or joint decision makers, and currently pay for this service. Bases range from: Total GB (1114 to 1777); West Midlands (93 to 157); Scotland (96 to 162); North East (42 to 57); North West (123 to 193); South East (182 to 292); East Midlands (87 to 137); Wales (71 to 104); Yorkshire & Humber (97 to 140); South West (103 to 175); East of England (124 to 194); London (96 to 166)
Key: % Good / Very
Good value for money
Phone (mobile) Broadband Water
Phone (landline) Energy (Electricity) Energy (Gas)
Part of a package
Price
Their coverage in my area
Speed
Customer service / good reviews
Referral / recommendation from a friend
37
28
12
10
4
3
Unlike energy, there is some regional variance in broadband value perceptions. A third choose their provider based on a media bundle
8
Broadband: value for money by region
% Why did you pick your current broadband package
Base: all respondents who are sole or joint decision makers, and currently pay for broadband. Total GB (1727); West Midlands (152); Scotland (158); North East (57); North West (185); South East (284); East Midlands (135); Wales (104); Yorkshire & Humber (130); South West (170); East of England (190); London (162)
Key: % Good / Very
Good value for money
47
39
51
45
40
37
37
39
38
35
32
0 to 9
10 to 19
20 to 29
30 to 39
40 to 49
50 to 59
Total (GB Public)
Wales
North East
East Midlands
East of England
Scotland
South East
West Midlands
South West
North West
Yorkshire & Humberside
London
Across GB the vast majority feel they are energy conscious to some extent, but around half think they could do more
9
Base: all respondents who are sole or joint decision makers: Total GB (1856); Wales (107); North East (63); East Midlands (142); East of England (200); Scotland (167); South East (302); West Midlands (163); South West (180); North West (204); Yorkshire & Humberside (147); London (181)
35
41
41
40
38
38
36
36
35
33
31
29
57
53
49
54
57
52
61
59
59
63
61
53
5
5
7
3
2
9
2
5
4
3
6
10
2
1
3
3
2
1
1
3
1
1
8
I'm very energy conscious I'm fairly energy consciousI don't think about saving energy / reducing costs Don't know
Double glazing
Energy saving light
bulbs
Loft/ wall insulation
Energy saving boiler
Eco-shower head
Smart meter (installed
by your energy
supplier)
Energy-saving plugs
Radiator booster
Smart heating/
electricity control
(eg.Hive)
Energy-conscious consumers are more likely to have double glazing, energy-saving bulbs and insulation. Interestingly Smart heating (e.g. Hive) has the highest uptake among consumers who don’t consider themselves energy conscious at all.
10
Base: all respondents who are sole or joint decision makers, Total GB (1856); I'm very energy conscious (681); I'm fairly energy conscious (1058); I don't think about saving energy and reducing costs at all (75) Q. Which of the following energy saving devices do you use?
79
78
66
37
13
11
10
4
3
Total (GB)
82
86
74
44
19
11
14
5
4
I'm very energyconscious
81
78
66
34
11
10
9
3
3
I'm fairly energyconscious
57
49
45
32
9
14
2
1
6
I don't think aboutsaving energy andreducing costs at all
Double glazing
Energy saving light
bulbs
Loft/ wall insulation
Energy saving boiler
Eco-shower head
Smart meter (installed
by your energy
supplier)
Energy-saving plugs
Radiator booster
Smart heating/
electricity control
(eg.Hive)
79
78
66
37
13
11
10
4
3
Total (GB)
11
Base: all respondents who are sole or joint decision makers, Total GB (1856); North East (63); West Midlands (163); East Midlands (142); Scotland (167); Wales (107); Yorkshire & Humberside (147); South West (180); Easter of England (200); North West (204); South East (302); London (181)Q. Which of the following energy saving devices do you use?
68
69
48
31
19
11
8
2
6
London
86
85
80
47
18
6
6
6
3
Wales
Consumers in Wales have the largest uptake of energy saving measures, and London the lowest – reflecting London has a proportion of renters
Total (GB Public)
Wales
North East
East Midlands
East of England
Scotland
South East
West Midlands
South West
North West
Yorkshire & Humberside
London
There is room to improve both awareness and uptake of the Government’s and energy suppliers’ grants to make homes more energy efficient
12
Base: all respondents who are sole or joint decision makers, Total GB (1856); North East (63); West Midlands (163); East Midlands (142); Scotland (167); Wales (107); Yorkshire & Humberside (147); South West (180); Easter of England (200); North West (204); South East (302); London (181)Q.8 The Government and utility suppliers offer grants to eligible households to help make your home more energy efficient and reduce your energy bills. How familiar are you with these energy saving schemes?
14
20
17
21
13
17
9
12
17
13
13
10
9
12
12
7
15
8
14
10
6
7
7
7
57
41
52
53
58
59
54
61
57
61
64
56
19
27
19
18
15
17
22
16
21
19
16
28
Very familiar - I have applied for and successfully received a grant to make my home more energy efficient Very familiar - I have applied for, but was unsuccessful in receiving a grant to make my home more energy efficient I've heard of this before - but not made any applications I've never heard of this before / Don't know
Total (GB Public)
18-24
25-34
35-44
45-54
55-64
65+
Awareness of Government / energy supplier grants for making homes more energy efficient is higher amongst older consumers – still 1 in 10 over 65s are unaware.
13
Base: all respondents who are sole or joint decision makers, Total GB (1856); Ages 18-24 (178); 25-34 (233); 35-44 (298); 45-54 (365); 55-64 (284); 65+ (498)Q.8 The Government and utility suppliers offer grants to eligible households to help make your home more energy efficient and reduce your energy bills. How familiar are you with these energy saving schemes?
14
9
11
15
8
13
22
9
7
10
10
10
12
8
57
51
46
56
64
63
58
19
33
33
19
17
12
12
Very familiar - I have applied for and successfully received a grant to make my home more energy efficient Very familiar - I have applied for, but was unsuccessful in receiving a grant to make my home more energy efficient I've heard of this before - but not made any applications I've never heard of this before / Don't know
Overall, most parents teach their children how to save money on bills; this is particularly the case amongst older parents
14
Base: all respondents with children under 18 who are sole or joint decision makers: Total GB (479). 18-34 (161); 35-44 (172); 45+ (146)
Yes, I teach them
how to save
No, I’m not worried
how much we’re
spending
No, it’s something
they can worry about
once they get older
75
7
15
Total
64
10
22
18-34
72
7
16
35-44
92
3
5
45+
“Do you talk to your children about ways in which they can help to save money on household bills?”