Studie - Partner Metrics: Consumer Attitudes Towards and Willingness to Use Alternative Providers in UK Financial Services

Finaccord’s report titled Partner Metrics: Consumer Attitudes Towards and Willingness to Use Alternative Providers in UK Financial Services is a unique, primary analysis of the actual and potential impact of 80 key non-financial partner organisations across nine separate banking and insurance products: motor insurance, household insurance, travel insurance, accident and health insurance, life insurance, credit cards, mortgages, personal loans and savings accounts. The research for the study was carried out using the Internet consumer panel of IMRS with completed surveys having been filled in and submitted on-line by 5,530 consumers. Moreover, the fundamental rationale for the publishing of the report is the continuing importance of partnership marketing of financial services in the UK. Indeed, among the 80 entities considered in this study, 39 were offering motor insurance at the time of the research with 33 active in household insurance and 46 in credit cards although only six in mortgages. However, understanding the actual and potential impact of any given organisation on a comparative basis is hard as it depends not only on the provider’s overall numbers of customers but, also, upon other variables. These include the depth and frequency of the relationship between the organisation and its customers, the degree of trust invested in the organisations by consumers and the willingness of consumers to use them to take out financial services. Hence, there remain many unanswered questions that this report seeks to address. For example, what evidence is there to suggest that retailers such as Aldi, B&Q, Boots, IKEA, Morrison’s or Next could expand profitably into banking or insurance? To what extent can leading travel firms be used to distribute financial services other than travel insurance? Do energy companies or media entities constitute a valid partner for any type of financial product? And which specific organisations already promoting financial services appear to have achieved the highest cross-selling rates thus far? Indeed, you may be able to use this report in one or more of the following ways: appreciate both the size of the total customer base of the alternative providers of financial services covered by the research and, critically, how this breaks down by frequency of contact; understand the extent to which the brands of the same organisations are trusted by consumers and how this differs between actual customers and non-customers; assess the prospects for distributing motor insurance, household insurance, travel insurance, accident and health insurance, life insurance, credit cards, mortgages, personal loans and credit cards through the universe of alternative providers reviewed; compare the apparent size of the partnership opportunity on a like-for-like basis both across the nine financial services considered and the 80 organisations evaluated - how do the other 79 entities stack up against Tesco, which is usually considered a market leader in this field? gain access to unique partner profiles which consolidate data describing their actual and potential effectiveness as distributors of banking and insurance products.

TABLE OF CONTENTS

00 EXECUTIVE SUMMARY2

Research background and structure 2

In terms of the regularity of contact with consumers, Google comes second only to Tesco…2

… although the Post Office possesses the largest outright number of customers 2

The brands of Boots and Marks & Spencer inspire the most trust across all consumers…3

… while the brands of energy companies have been damaged by rising electricity and gas prices3

The National Trust / National Trust for Scotland comes first for trust among its own members 4

On average, consumers are most likely to take out motor insurance through the 80 organisations…4

… with least interest being demonstrated for mortgages as a result of a number of factors 4

The 80 partner organisations researched can be grouped into five main sets and subsets…4

… for which various conclusions can be drawn concerning their prospects in financial services…5

… including the potential for strong execution to over-ride an apparently less favourable profile 5

10 INTRODUCTION8

Research rationale 8

Alternative providers have expanded rapidly in UK financial services since the mid-1990s…8

… although it can be hard to evaluate the actual and potential efficacy of any given organisation8

Partner Metrics seeks to provide both an intellectual framework and robust, indicative data…8

… for both the full universe of respondents and actual customers of each of 80 organisations8

Research sample11

Strengths and weaknesses15

The Internet research methodology is characterised by several advantages and drawbacks 15

Finaccord15

Partner Metrics and other consumer-focused studies15

UK affinity and partnership marketing publications16

IPT / IMRS16

20 PARTNER ANALYSIS19

Introduction19

Results from the Partner Metrics research are given for nine distinct types of financial service…19

… albeit these are preceded by key findings from Finaccord’s 2005 Affinity Metrics program19

Key findings from the 2005 Affinity Metrics research21

Credit cards / other banking products21

Charities and trade unions experienced the second and third highest rates of interest…21

… thanks to the widespread nature of charity cards and extensive affinity involvement of unions 21

Over 120 million consumers can be targeted by the Post Office for banking products23

Life insurance and pensions 25

Consumers are most likely to favour banks and building societies as a distribution channel…25

… although the worksite is not far behind as an option among employed respondents 25

Close to 95 million consumers would potentially buy a life or pensions policy in the workplace 27

Accident and health insurance 29

Over one third of consumers would buy accident or health cover through the banking channel29

Trade unions and the worksite are also rated highly as possible distribution channels 29

In terms of the number of susceptible consumers, the Post Office exceeds the worksite 31

Personal non-life insurance33

7.5% of union members have already bought personal non-life insurance through their union… 33

… and consumers show notable interest at the idea of buying insurance through a charity 33

The Post Office can rival supermarkets as a distribution channel for personal non-life insurance…35

… with newspapers and magazines reaching out to a potential audience of some 46.1 million35

Consumer relationships and awareness37

Results for all consumers37

Among retailers, Boots lies second to Tesco in terms of its profile with consumers…37

… with Google, the Post Office and BT also featuring among the top five in this ranking 37

Implied number of customers40

Only 6.41% of consumers claim to have no relationship whatsoever with the Post Office40

The positions of Argos and Boots are boosted by their huge volume of occasional customers40

Consumer trust44

Results for all consumers44

Among the 80 entities covered, the brands of Boots and Marks & Spencer are the most trusted…44

… with the UK’s leading three supermarkets also managing top ten rankings for trustworthiness 44

The brands of British Gas, npower and Powergen have been damaged by rising energy prices44

Results for actual customers48

Four firms achieve a top ten ranking for trust both among their own clients and all consumers…48

… while American Express, BMW and Honda score especially well among their own customers48

Travel firms tend to achieve relatively low scores for trust among their own clients48

Motor insurance - actual and potential performance 52

Results for all consumers52

The AA achieves the highest percentage of consumers claiming actual or historic utilisation 52

Halfords is perceived by many consumers as a possible source of motor insurance52

Results for actual customers55

Saga and the csma score highly as distributors of motor insurance among their own customers55

An average of 6.30% of drivers claim to have bought automotive manufacturer insurance55

Implied number of actual and viable customers58

Boots and Nectar could both be viable affinity partners for motor insurance in future58

Household insurance - actual and potential performance 62

Results for all consumers62

More consumers view Tesco as a viable source of household insurance than those who do not62

Amazon, B&Q, Boots, BT, Morrison’s and Nectar could credibly enter this market 62

A number of existing affinity partners for household insurance possess inherent handicaps62

Results for actual customers65

Saga achieves a level of take-up among its own customers that is far ahead of the competition65

Certain partner organisations are well-positioned to leverage the affinity of their customers…65

… although it is far from certain whether eBay can sell household policies to its customer base 65

Implied number of actual and viable customers68

Tesco and the Post Office both possess in excess of six million actual or viable customers 68

Travel insurance - actual and potential performance71

Results for all consumers71

Among all consumers, the Post Office appears to be the best partner for travel insurance…71

… with a range of other organisations challenging the position of specialist travel firms 71

A number of organisations that do offer travel insurance are unlikely to be effective in this field 71

Results for actual customers74

Superior cross-selling rates mean that travel-oriented firms are the most efficient distributors…74

… with Kuoni Travel’s apparent rate exceeding that even of Saga74

Implied number of actual and viable customers77

Among travel entities, Thomas Cook has the most implied actual and viable customers77

Accident and health insurance - actual and potential performance81

Results for all consumers81

Boots is the organisation that consumers are most likely to associate with this type of policy… 81

… followed by other retailers as well as the AA, Age Concern, the Post Office, Saga and Virgin81

Results for actual customers84

6.38% of its customers claim to have bought an accident or health policy through Saga84

Implied number of actual and viable customers87

Implied viable customers exceed 15 million in the case of both BT and John Lewis 87

Life insurance - actual and potential performance 91

Results for all consumers91

The results for life insurance are broadly comparable to those for accident and health insurance 91

Life insurance is distributed by three of the ten organisations achieving the lowest rankings91

Results for actual customers94

The actual customers of Saga and Age Concern are most likely to buy life insurance94

Almost 3.5% of Manchester United’s supporters claim to have acquired a policy through the club94

Implied number of actual and viable customers97

Only Tesco possesses an implied number of actual and viable customers above three million 97

Credit cards - actual and potential performance 101

Results for all consumers 101

Tesco’s credit card has achieved apparently remarkable take-up among consumers… 101

… and latent demand for American Express payment cards appears to remain strong 101

The results suggest that there could be scope for Boots to introduce its own co-branded card… 101

… as well as BT and some of the larger automotive manufacturer brands 101

Results for actual customers 104

A number of organisations boast apparently high take-up rates for their co-branded cards… 104

… including the csma, Tesco, Saga, Virgin and Marks & Spencer… 104

… but future growth prospects for the Ryanair and Halfords co-branded cards appear doubtful 104

Implied number of actual and viable customers 107

The research suggests that demand for an eBay co-branded credit card could be strong 107

Mortgages - actual and potential performance 111

Results for all consumers 111

Consumers show limited interest in taking out mortgages through alternative providers… 111

… although Tesco’s experience in this market appears to have been reasonable 111

Results for actual customers 114

The results suggest that BMW could extend its financial services proposition to mortgages 114

Implied number of actual and viable customers 117

Nine organisations score over one million implied actual or viable customers 117

Personal loans - actual and potential performance 121

Results for all consumers 121

The results suggest that the top two affinity loan partners are Tesco and the Post Office 121

Amazon, B&Q and, arguably, Age Concern could also be viable distributors of personal loans 121

Results for actual customers 124

Consistently high take-up rates confirm the csma as a classic affinity partner 124

Implied number of actual and viable customers 127

ASDA and Sainsbury’s both score over two million in implied actual or viable borrowers 127

Savings accounts - actual and potential performance 130

Results for all consumers 130

Only a minority of the 80 organisations surveyed currently offer their own savings accounts… 130

… with the viability of the Post Office as a provider seemingly much higher than that of Tesco 130

Results for actual customers 133

A number of organisations could consider entering the market for savings accounts… 133

… with cross-selling rates among the leading branded providers ranging from 1% to over 4% 133

Implied number of actual and viable customers 136

ASDA, Boots and Nectar all possess a relatively high implied number of viable customers 136



20 PARTNER PROFILES 140

Introduction 140

41 AA 141

42 Age Concern 142

43 Aldi 143

44 Amazon 144

45 American Express 145

46 AOL 146

47 Argos 147

48 ASDA 148

49 Auto Trader 149

410 B&Q 150

411 BMW 151

412 Body Shop 152

413 bonmarché 153

414 Boots 154

415 Bounty 155

416 BP 156

417 British Gas 157

418 BT 158

419 Chelsea FC 159

420 csma 160

421 Daily Mail / Sunday Mail 161

422 Daily Telegraph / Sunday Telegraph 162

423 Debenhams 163

424 EON 164

425 Easygroup 165

426 eBay 166

427 English Heritage 167

428 Esso 168

429 Expedia 169

430 First Choice Holidays 170

431 Ford 171

432 Google 172

433 Halfords 173

434 Homebase 174

435 Honda 175

436 IKEA 176

437 Jet 177

438 John Lewis 178

439 Kuoni Travel 179

440 Kwik-Fit 180

441 Lidl 181

442 Littlewoods 182

443 Manchester United FC 183

444 Marks & Spencer 184

445 Morrison’s 185

446 MyTravel 186

447 National Trust / National Trust for Scotland 187

448 Nectar 188

449 Netto 189

450 Next 190

451 npower 191

452 O2 192

453 Orange 193

454 Peugeot 194

455 Post Office 195

456 Powergen 196

457 Primark 197

458 QVC 198

459 RAC 199

460 Renault 200

461 Ryanair 201

462 Saga 202

463 Sainsbury’s 203

464 Shell 204

465 Sky 205

466 Somerfield 206

467 Sun / News of the World 207

468 Superdrug 208

469 Tesco 209

470 Texaco 210

471 Thomas Cook 211

472 Thomson Holidays 212

473 Times / Sunday Times 213

474 Toyota 214

475 Vauxhall 215

476 Virgin 216

477 Vodafone 217

478 Volkswagen 218

479 Yahoo! 219

480 Yell 220



GRAPHICS / TABLES

List of 80 major organisations evaluated by the research 11

Sample breakdown by age group, household income band and geographical location 12

Propensity of cons to contract credit cards / banking products through affinity channels, segment by channel 22

Implied no of cons susc to contracting credit cards / bank prods through aff channels, segment by channel 24

Propensity of consumers to contract life ins and pensions through affinity channels, segmented by channel 26

Implied no of cons susceptible to contracting life ins and pens through aff channels, segment by channel 28

Propensity of consumers to contract accident and health ins through affinity channels, segmented by channel 30

Implied no of cons susc to contracting accident and health ins through aff channels, segment by channel 32

Propensity of consumers to contract personal non-life ins through affinity channels, segmented by channel 34

Implied no of cons susc to contracting personal non-life ins through aff channels, segment by channel 36

Ranking of 80 partner organisations by consumer relationships and awareness, 2006 38

Ranking of 80 partner organisations by consumer relationships and awareness, 2006 (cont) 39

Implied number of actual, adult customers of 80 partner organisations, 2006 41

Implied number of actual customers of 80 partner organisations, 2006 (cont) 42

Implied number of actual customers plotted against frequency of relationships of 80 partner orgs, 2006 43

Ranking of 80 partner organisations by trust of all consumers, 2006 45

Ranking of 80 partner organisations by trust of all consumers, 2006 (cont) 46

Implied no of actual customers plotted against score for trust across all consumers of 80 partner orgs, 2006 47

Ranking of 80 partner organisations by trust of own customers, 2006 49

Ranking of 80 partner organisations by trust of own customers, 2006 (cont) 50Implied no of actual customers plotted against score for trust of actual customers of 80 partner orgs, 2006 51

Ranking of 80 partner orgs by actual and potential usage of all consumers to purchase motor ins, 2006 53

Ranking of 80 partner orgs by actual and potential usage of all cons to purchase motor ins, 2006 (cont) 54

Ranking of 80 partner orgs by actual and potential usage of own customers to purchase motor ins, 2006 56

Ranking of 80 partner orgs by actual and potential usage of own custs to purchase motor ins, 2006 (cont) 57

Implied number of actual and viable customers for motor insurance of 80 partner organisations, 2006 59

Implied number of actual and viable customers for motor insurance of 80 partner organisations, 2006 (cont) 60

Imp no of actual custs against % of these that are actual or viable custs for motor ins of 80 ptnr orgs, 2006 61

Ranking of 80 partner orgs by actual and potential usage of all consumers to purchase house ins, 2006 63

Ranking of 80 partner orgs by actual and potential usage of all cons to purchase house ins, 2006 (cont) 64

Ranking of 80 partner orgs by actual and potential usage of own customers to purchase house ins, 2006 66

Ranking of 80 partner orgs by actual and potential usage of own custs to purchase house ins, 2006 (cont) 67

Implied number of actual and viable customers for house insurance of 80 partner organisations, 2006 68

Implied number of actual and viable customers for house insurance of 80 partner organisations, 2006 (cont) 69

Imp no of actual custs against % of these that are actual or viable custs for house ins of 80 ptnr orgs, 2006 70

Ranking of 80 partner orgs by actual and potential usage of all consumers to purchase travel ins, 2006 72

Ranking of 80 partner orgs by actual and potential usage of all cons to purchase travel ins, 2006 (cont) 73

Ranking of 80 partner orgs by actual and potential usage of own customers to purchase travel ins, 2006 75

Ranking of 80 partner orgs by actual and potential usage of own custs to purchase travel ins, 2006 (cont) 76

Implied number of actual and viable customers for travel insurance of 80 partner organisations, 2006 78

Implied number of actual and viable customers for travel insurance of 80 partner organisations, 2006 (cont) 79

Imp no of actual custs against % of these that are actual or viable custs for travel ins of 80 ptnr orgs, 2006 80

Ranking of 80 partner orgs by actual and potential usage of all consumers to purchase acc / hlth ins, 2006 82

Ranking of 80 partner orgs by actual and potential usage of all cons to purchase acc / hlth ins, 2006 (cont) 83

Ranking of 80 partner orgs by actual and potential usage of own customers to purchase acc / hlth ins, 2006 85

Ranking of 80 partner orgs by actual and potential usage of own custs to purch acc / hlth ins, 2006 (cont) 86

Implied number of actual and viable customers for acc / hlth insurance of 80 partner organisations, 2006 88

Implied number of actual and viable customers for acc / hlth insurance of 80 partner orgs, 2006 (cont) 89

Imp no of act custs against % of these that are act or viable custs for acc / hlth ins of 80 ptnr orgs, 2006 90

Ranking of 80 partner orgs by actual and potential usage of all consumers to purchase life ins, 2006 92

Ranking of 80 partner orgs by actual and potential usage of all cons to purchase life ins, 2006 (cont) 93

Ranking of 80 partner orgs by actual and potential usage of own customers to purchase life ins, 2006 95

Ranking of 80 partner orgs by actual and potential usage of own custs to purchase life ins, 2006 (cont) 96

Implied number of actual and viable customers for life insurance of 80 partner organisations, 2006 98

Implied number of actual and viable customers for life insurance of 80 partner organisations, 2006 (cont) 99

Imp no of actual custs against % of these that are actual or viable custs for life ins of 80 ptnr orgs, 2006 100

Ranking of 80 partner orgs by actual and potential usage of all consumers to take out credit cds, 2006 102

Ranking of 80 partner orgs by actual and potential usage of all cons to take out credit cds, 2006 (cont) 103

Ranking of 80 partner orgs by actual and potential usage of own customers to take out credit cds, 2006 105

Ranking of 80 partner orgs by actual and potential usage of own custs to take out credit cds, 2006 (cont) 106

Implied number of actual and viable customers for credit cards of 80 partner organisations, 2006 108

Implied number of actual and viable customers for credit cards of 80 partner organisations, 2006 (cont) 109

Imp no of actual custs against % of these that are actual or viable custs for credit cds of 80 ptnr orgs, 2006 110

Ranking of 80 partner orgs by actual and potential usage of all consumers to take out mortgages, 2006 112

Ranking of 80 partner orgs by actual and potential usage of all cons to take out mortgages, 2006 (cont) 113

Ranking of 80 partner orgs by actual and potential usage of own customers to take out mortgages, 2006 115

Ranking of 80 partner orgs by actual and potential usage of own custs to take out mortgages, 2006 (cont) 116

Implied number of actual and viable customers for mortgages of 80 partner organisations, 2006 118

Implied number of actual and viable customers for mortgages of 80 partner organisations, 2006 (cont) 119

Imp no of act custs against % of these that are act or viable custs for mortgages of 80 ptnr orgs, 2006 120

Ranking of 80 partner orgs by actual and potential usage of all consumers to take out pers loans, 2006 122

Ranking of 80 partner orgs by actual and potential usage of all cons to take out pers loans, 2006 (cont) 123

Ranking of 80 partner orgs by actual and potential usage of own customers to take out pers loans, 2006 125

Ranking of 80 partner orgs by actual and potential usage of own custs to take out pers loans, 2006 (cont) 126

Implied number of actual and viable customers for personal loans of 80 partner organisations, 2006 127

Implied number of actual and viable customers for personal loans of 80 partner organisations, 2006 (cont) 128

Imp no of act custs against % of these that are act or viable custs for pers loans of 80 ptnr orgs, 2006 129

Ranking of 80 partner orgs by actual and potential usage of all consumers to take out savs accs, 2006 131

Ranking of 80 partner orgs by actual and potential usage of all cons to take out savs accs, 2006 (cont) 132

Ranking of 80 partner orgs by actual and potential usage of own customers to take out savs accs, 2006 134

Ranking of 80 partner orgs by actual and potential usage of own custs to take out savs accs, 2006 (cont) 135

Implied number of actual and viable customers for savings accounts of 80 partner organisations, 2006 136

Implied number of actual and viable customers for savings accounts of 80 partner organisations, 2006 (cont) 137

Imp no of act custs against % of these that are act or viable custs for savs accs of 80 ptnr orgs, 2006 138

AA: consumer relationships with, trust of and willingness to use for taking out financial services 141

Age Concern: consumer relationships with, trust of and willingness to use for taking out financial services 142

Aldi: consumer relationships with, trust of and willingness to use for taking out financial services 143

Amazon: consumer relationships with, trust of and willingness to use for taking out financial services 144

American Express: consumer relationships with, trust of and willingness to use for taking out fin svs 145

AOL: consumer relationships with, trust of and willingness to use for taking out financial services 146

Argos: consumer relationships with, trust of and willingness to use for taking out financial services 147

ASDA: consumer relationships with, trust of and willingness to use for taking out financial services 148

Auto Trader: consumer relationships with, trust of and willingness to use for taking out financial services 149

B&Q: consumer relationships with, trust of and willingness to use for taking out financial services 150

BMW: consumer relationships with, trust of and willingness to use for taking out financial services 151

Body Shop: consumer relationships with, trust of and willingness to use for taking out financial services 152

bonmarché: consumer relationships with, trust of and willingness to use for taking out financial services 153

Boots: consumer relationships with, trust of and willingness to use for taking out financial services 154

Bounty: consumer relationships with, trust of and willingness to use for taking out financial services 155

BP: consumer relationships with, trust of and willingness to use for taking out financial services 156

British Gas: consumer relationships with, trust of and willingness to use for taking out financial services 157

BT: consumer relationships with, trust of and willingness to use for taking out financial services 158

Chelsea FC : consumer relationships with, trust of and willingness to use for taking out financial services 159

csma: consumer relationships with, trust of and willingness to use for taking out financial services 160

Daily Mail / Sunday Mail: consumer relationships with, trust of and willingness to use for taking out fin svs 161

Daily Telegraph / Sunday Telegraph: cons relations with, trust of and willingness to use for taking out fin svs 162

Debenhams: consumer relationships with, trust of and willingness to use for taking out financial services 163

EON: consumer relationships with, trust of and willingness to use for taking out financial services 164

Easygroup: consumer relationships with, trust of and willingness to use for taking out financial services 165

eBay: consumer relationships with, trust of and willingness to use for taking out financial services 166

English Heritage: consumer relationships with, trust of and willingness to use for taking out financial services 167

Esso: consumer relationships with, trust of and willingness to use for taking out financial services 168

Expedia: consumer relationships with, trust of and willingness to use for taking out financial services 169

First Choice Holidays: consumer relationships with, trust of and willingness to use for taking out fin svs 170

Ford: consumer relationships with, trust of and willingness to use for taking out financial services 171

Google: consumer relationships with, trust of and willingness to use for taking out financial services 172

Halfords: consumer relationships with, trust of and willingness to use for taking out financial services 173

Homebase: consumer relationships with, trust of and willingness to use for taking out financial services 174

Honda: consumer relationships with, trust of and willingness to use for taking out financial services 175

IKEA: consumer relationships with, trust of and willingness to use for taking out financial services 176

Jet: consumer relationships with, trust of and willingness to use for taking out financial services 177

John Lewis: consumer relationships with, trust of and willingness to use for taking out financial services 178

Kuoni Travel: consumer relationships with, trust of and willingness to use for taking out financial services 179

Kwik-Fit: consumer relationships with, trust of and willingness to use for taking out financial services 180

Lidl: consumer relationships with, trust of and willingness to use for taking out financial services 181

Littlewoods: consumer relationships with, trust of and willingness to use for taking out financial services 182

Manchester United FC : consumer relationships with, trust of and willingness to use for taking out fin svs 183

Marks & Spencer: consumer relationships with, trust of and willingness to use for taking out financial services 184

Morrison's: consumer relationships with, trust of and willingness to use for taking out financial services 185

MyTravel: consumer relationships with, trust of and willingness to use for taking out financial services 186

National Trust / National Trust for Scotland: cons relations with, trust of and willing to use for fin svs 187

Nectar: consumer relationships with, trust of and willingness to use for taking out financial services 188

Netto: consumer relationships with, trust of and willingness to use for taking out financial services 189

Next: consumer relationships with, trust of and willingness to use for taking out financial services 190

npower: consumer relationships with, trust of and willingness to use for taking out financial services 191

O2: consumer relationships with, trust of and willingness to use for taking out financial services 192

Orange: consumer relationships with, trust of and willingness to use for taking out financial services 193

Peugeot: consumer relationships with, trust of and willingness to use for taking out financial services 194

Post Office: consumer relationships with, trust of and willingness to use for taking out financial services 195

Powergen: consumer relationships with, trust of and willingness to use for taking out financial services 196

Primark: consumer relationships with, trust of and willingness to use for taking out financial services 197

QVC: consumer relationships with, trust of and willingness to use for taking out financial services 198

RAC: consumer relationships with, trust of and willingness to use for taking out financial services 199

Renault: consumer relationships with, trust of and willingness to use for taking out financial services 200

Ryanair: consumer relationships with, trust of and willingness to use for taking out financial services 201

Saga: consumer relationships with, trust of and willingness to use for taking out financial services 202

Sainsbury's: consumer relationships with, trust of and willingness to use for taking out financial services 203

Shell: consumer relationships with, trust of and willingness to use for taking out financial services 204

Sky: consumer relationships with, trust of and willingness to use for taking out financial services 205

Somerfield: consumer relationships with, trust of and willingness to use for taking out financial services 206

Sun / News of the World: consumer relationships with, trust of and willingness to use for taking out fin svs 207

Superdrug: consumer relationships with, trust of and willingness to use for taking out financial services 208

Tesco: consumer relationships with, trust of and willingness to use for taking out financial services 209

Texaco: consumer relationships with, trust of and willingness to use for taking out financial services 210

Thomas Cook: consumer relationships with, trust of and willingness to use for taking out financial services 211

Thomson Holidays: consumer relationships with, trust of and willingness to use for taking out fin svs 212

Times / Sunday Times: consumer relationships with, trust of and willingness to use for taking out fin svs 213

Toyota: consumer relationships with, trust of and willingness to use for taking out financial services 214

Vauxhall: consumer relationships with, trust of and willingness to use for taking out financial services 215

Virgin: consumer relationships with, trust of and willingness to use for taking out financial services 216

Vodafone: consumer relationships with, trust of and willingness to use for taking out financial services 217

Volkswagen: consumer relationships with, trust of and willingness to use for taking out financial services 218

Yahoo! : consumer relationships with, trust of and willingness to use for taking out financial services 219

Yell: consumer relationships with, trust of and willingness to use for taking out financial services 220

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