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Tracking the control shift – Part 2

Posted on: Friday 8th of April 2011

We’re still progressing our thinking on how to provide the consumer side of the evidence of the control shift. Thanks to those who commented on the original (either on site or via email). We are now close to our final questions (see below). We’re looking to get these out on a survey before Easter and reporting back at our Explorers’ Club in May.
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Our Questions:

Trend: information as a tool in the hands of the individual (decision-making)

1. When making a non-routine purchase, the first thing I do is seek out independent information online (e.g. search, comparison sites, peer reviews etc)

2. I realise that to get the best deal from companies, you have to haggle, using information gained from researching the market if necessary. When dealing with organisations I do this

Always/often/sometimes/ rarely/never

3. The Government is keen to encourage local communities to develop their own collective purchasing, so that groups can bulk buy and get better deals with companies.

Do you approve / disapprove of this initiative?

Trend: personal data as the person’s

4. I believe I should be able to control what information organisations collect about me and what they use this information for.
strong agree/agree/ disagree/strongly disagree

5. I believe my personal data has commercial value and that organisations should pay me a fee for using it.
strong agree/agree/ disagree/strongly disagree

6. I would share additional information with organisations (e.g. changes to my circumstances, future purchasing plans) if they were open and clear about how the data would be used and if I could give or withdraw permission.
strong agree/agree/ disagree/strongly disagree

7. The Government wants to give individuals digital access to the data held on them by businesses and to encourage a market for new apps and services that “crunch your data for you, to make choosing the best deal even easier”.
This sounds like a fantastic idea.
It sounds like it could be interesting.
I can’t see anybody bothering to do this.
I don’t understand how these new apps/services would work

Trend: customers as the relationship manager (processes/engagement)

8. As a customer of a large organisation (e.g. bank, phone company, retailer), I feel I have no control over when it communicates with me, about what, when.

9. I am more likely to do ongoing business with organisations that lets me set and change my preferences, for example how they communicate with me (phone, text, emaill) how often, and what about.

10. Whenever I’m given the option, I opt out of receiving marketing communications from the companies I do business with.  Always/often/sometimes/ rarely/never

Trend: customer metrics as the litmus test of value

11. In some way or other, I make sure I punish organisations that I feel waste my time or make me jump through unnecessary hoops.

If yes, how do you punish the organisation?

General

12. Generally speaking I believe the balance of power between large companies and consumers is:
– about right
– too much in favour of large companies
– too much in favour of consumers

13. Compared to a few years ago, I feel I am much better informed and able to make better purchasing decisions.

14. Compared to a few years ago, I feel that if I have a problem with a company’s products, service or customer service I am more able to get things sorted out to my satisfaction.