Consumer/Trader Awareness and Experience of the Consumer, Product Safety and Energy Safety Legislation

Report Prepared for Ministry of Consumer Affairs by ACNielsen

6 July 2004

Also available as: Consumer/Trader Awareness and Experience of the Consumer, Product Safety and Energy Safety Legislation [1218 KB PDF]
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Opinion Statement: ACNielsen certifies that the information contained in this report has been compiled in accordance with sound market research methods and principles, as well as proprietary methodologies developed by, or for, ACNielsen. ACNielsen believes that this report represents a fair, accurate and comprehensive analysis of the information collected, with all sampled information subject to normal statistical variance.

Contents

• Executive Insights
• Research Objectives
  • Background
  • Research Objectives
  • Notes to This Report
• Research Design
  • Research Methodology
  • Sample Structure
  • Additional Depth Interviews
  • Recruitment
  • Procedure and Pre-Tasking
  • Topic Guides
• Section One: Consumer Perceptions and Experience of Consumer Legislation
• Introduction
• 1.1 - Consumer Expectations and Experience of Product and Service Transactions
  • Consumer Transaction Expectations
  • The Impact of Different Types of Transactions on Pre-Purchase Behaviour
  • Minimising the Risk of a Poor Transaction Experience
  • Trading Quality for Price
  • Consumer Trust and Confidence in Products in Product Safety
  • Consumer Trust and Confidence in Product Weights and Measurements
• 1.2 - Consumer Awareness of Their Rights and Obligations
  • Consumer Understanding of Their Rights and Obligations
  • How Consumers Become Aware of Their Rights
  • Awareness of Industry Associations
  • The Role of the Government, including Its Ministries
• 1.3 - Consumer Perceptions and Experience of Consumer Redress Mechanisms
  • Consumer Actions When Seeking Redress
  • Perceptions of the Product or Service Provider as the First Source of Consumer Redress
  • Motivations to Making a Complaint to the Product or Service Provider
  • Perceptions of Escalating a Complaint to a Third Party
  • Triggers and Barriers to Escalating a Complaint
• Section Two - Businesses' Perceptions and Experience of Consumer Legislation
• Introduction
• 2.1 - Businesses' Expectations and Experience of Product and Service Transactions
  • The Transaction Experience from a Business Perspective
  • Pre-empting Problems by Clear Communication
  • Customer Archetypes
  • Businesses Awareness of Their Rights as a Consumer
  • Product Safety - Electrical, Gas and Plumbing Appliances
  • Safety Awareness is the Role of the Relevant Association
• 2.2 - Businesses' Awareness of Rights and Obligations
  • Overall Awareness
  • The Obligations of the Manufacturer or Wholesaler
  • Sources of Information about Rights and Obligations
• 2.3 - Businesses' Understanding of Consumer Redress Mechanisms
  • Moral and Legal Obligations of Businesses
  • Perceptions of Current Redress Mechanisms
  • The Role of Industry Associations
  • Perceptions of Safety Legislation
  • Views of the Ministry of Consumer Affairs
  • Summary
• Conclusions
  • Consumer Expectations and Experience of Product and Service Transactions
  • Consumer and Business Awareness of Their Rights and Obligations
  • Consumer Experience of Redress Mechanisms
  • The Ministry of Consumer Affairs
• Appendix I - Topic Guide
  • Consumer Affairs - Consumer Awareness
  • Section 1 - Being a Consumer
  • Section 2 - When Goods and Services Go Bad
  • Section 3 - What Do We Know
  • Notes for Business
• Appendix II - Company Information
  • Company Profile