Abstract
Channel Metrics is a series of 25 briefings and an overview report based on
original consumer research with a total sample of 3,600 respondents
investigating trends in consumer distribution channel usage in UK financial
services. In addition to gathering data for overall take-up rates and annual
churn rates across the various financial products and services considered, the
research also yields results regarding the distribution interface and specific
distribution channel used to purchase or take out the same financial services
during 2007. Moreover, with a view to understanding how distribution dynamics
are changing, this data is compared with the results from the original Channel
Metrics survey in 2005 as well as the choices made by customers in all years
prior to 2007.
In order to provide clear insights into the subject, this analysis of
distribution interfaces and channels incorporates only the responses of
consumers making an active choice of distribution channels during the period
in question. Consumers making or intending to make an active choice are
defined as those who switch provider for a given financial product or service
during the time frame under review or those buying the product or service
having not held it during the previous year, thereby excluding respondents who
merely remain with the same provider. As such, the Channel Metrics series
constitutes the most detailed and up-to-date guide to distribution trends in
consumer financial services in the UK available on a published basis.
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