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Warranty Metrics: Consumer Approaches to Extended Warranties for White, Brown and Grey Goods in Selected Global Markets offers unique, detailed insights into the behaviour of consumers in eight countries – Australia, Canada, France, Germany, Italy, Spain, the UK and the US – regarding extended warranties for white, brown and grey goods.

Based on a primary survey of over 9,000 consumers in these countries carried out in 2014, the research provides valuable data concerning the extent to which they take out extended warranties with audio systems, desktop computers (plus printers / scanners), dishwashers, fridges / freezers, games consoles, set-top boxes, TVs and washing machines, with data shown separately for each of these nine types of product as well as for each of the three broader categories of white, brown and grey goods.

Extended warranty take-up rates for these categories are also analysed by income, age and gender of respondent as well as by the channel used to acquire the underlying product, differentiating between in-store and remote (mainly online) purchases. They are additionally shown for major retail chains covered by the research as well as for respondents buying through other national chains, other online-only retailers and local (independent) shops.

Table Of Contents

Warranty Metrics: Consumer Approaches to Extended Warranties for White, Brown and Grey Goods in Selected Global Markets
0.0 EXECUTIVE SUMMARY 1
1.0 INTRODUCTION 3
What is this report about? 3
Rationale 3
Global consumer research 3
Other international research reports about extended warranties and insurance 4
2.0 OVERVIEW 5
Introduction 5
Underlying market for white, brown and grey goods 6
Acquisition rates for all types of product 6
White, brown and grey goods acquired, segmented by type of item 6
White, brown and grey goods acquired, segmented by category of item 7
White, brown and grey goods acquired, segmented by demographic group 10
White, brown and grey goods acquired, segmented by purchase interface 17
Extended warranties for white, brown and grey goods 20
Take-up rates segmented by type of item 20
Take-up rates segmented by demographic group 24
Generic extended warranty cover held through banking products 30
Take-up rates segmented by purchase interface for underlying item 33
Perceived risks covered by extended warranties linked to white, brown and grey goods 35
Distribution channels for extended warranties for white, brown and grey goods 38
Distribution interfaces for extended warranties for white, brown and grey goods 40
Time of acquisition of extended warranties for white, brown and grey goods 45
Claims frequency for extended warranties for white, brown and grey goods 47
3.0 AUSTRALIA 54
Introduction 54
Underlying market for white, brown and grey goods 55
White, brown and grey goods acquired, segmented by type of item 55
White, brown and grey goods acquired, segmented by demographic group 56
White, brown and grey goods acquired, segmented by retailer and type 59
White, brown and grey goods acquired, segmented by purchase interface 64
Extended warranties for white, brown and grey goods 67
Take-up rates segmented by type of item 67
Take-up rates segmented by demographic group 69
Generic extended warranty cover held through banking products 72
Take-up rates segmented by retailer 73
Take-up rates segmented by purchase interface for underlying item 75
Perceived risks covered by extended warranties linked to white, brown and grey goods 77
Distribution channels for extended warranties for white, brown and grey goods 79
Distribution interfaces for extended warranties for white, brown and grey goods 81
Time of acquisition of extended warranties for white, brown and grey goods 85
Claims frequency for extended warranties for white, brown and grey goods 86
Research sample statistics 89
4.0 CANADA 91
Introduction 91
Underlying market for white, brown and grey goods 92
White, brown and grey goods acquired, segmented by type of item 92
White, brown and grey goods acquired, segmented by demographic group 93
White, brown and grey goods acquired, segmented by retailer and type 96
White, brown and grey goods acquired, segmented by purchase interface 101
Extended warranties for white, brown and grey goods 104
Take-up rates segmented by type of item 104
Take-up rates segmented by demographic group 106
Generic extended warranty cover held through banking products 109
Take-up rates segmented by retailer 110
Take-up rates segmented by purchase interface for underlying item 112
Perceived risks covered by extended warranties linked to white, brown and grey goods 114
Distribution channels for extended warranties for white, brown and grey goods 116
Distribution interfaces for extended warranties for white, brown and grey goods 118
Time of acquisition of extended warranties for white, brown and grey goods 122
Claims frequency for extended warranties for white, brown and grey goods 123
Research sample statistics 126
5.0 FRANCE 128
Introduction 128
Underlying market for white, brown and grey goods 129
White, brown and grey goods acquired, segmented by type of item 129
White, brown and grey goods acquired, segmented by demographic group 130
White, brown and grey goods acquired, segmented by retailer and type 133
White, brown and grey goods acquired, segmented by purchase interface 138
Extended warranties for white, brown and grey goods 141
Take-up rates segmented by type of item 141
Take-up rates segmented by demographic group 144
Generic extended warranty cover held through banking products 147
Take-up rates segmented by retailer 149
Take-up rates segmented by purchase interface for underlying item 151
Perceived risks covered by extended warranties linked to white, brown and grey goods 153
Distribution channels for extended warranties for white, brown and grey goods 156
Distribution interfaces for extended warranties for white, brown and grey goods 159
Time of acquisition of extended warranties for white, brown and grey goods 164
Claims frequency for extended warranties for white, brown and grey goods 166
Research sample statistics 170
6.0 GERMANY 172
Introduction 172
Underlying market for white, brown and grey goods 173
White, brown and grey goods acquired, segmented by type of item 173
White, brown and grey goods acquired, segmented by demographic group 174
White, brown and grey goods acquired, segmented by retailer and type 177
White, brown and grey goods acquired, segmented by purchase interface 182
Extended warranties for white, brown and grey goods 185
Take-up rates segmented by type of item 185
Take-up rates segmented by demographic group 188
Generic extended warranty cover held through banking products 191
Take-up rates segmented by retailer 193
Take-up rates segmented by purchase interface for underlying item 195
Perceived risks covered by extended warranties linked to white, brown and grey goods 197
Distribution channels for extended warranties for white, brown and grey goods 200
Distribution interfaces for extended warranties for white, brown and grey goods 203
Time of acquisition of extended warranties for white, brown and grey goods 208
Claims frequency for extended warranties for white, brown and grey goods 210
Research sample statistics 214
7.0 ITALY 216
Introduction 216
Underlying market for white, brown and grey goods 217
White, brown and grey goods acquired, segmented by type of item 217
White, brown and grey goods acquired, segmented by demographic group 218
White, brown and grey goods acquired, segmented by retailer and type 221
White, brown and grey goods acquired, segmented by purchase interface 226
Extended warranties for white, brown and grey goods 229
Take-up rates segmented by type of item 229
Take-up rates segmented by demographic group 232
Generic extended warranty cover held through banking products 235
Take-up rates segmented by retailer 237
Take-up rates segmented by purchase interface for underlying item 239
Perceived risks covered by extended warranties linked to white, brown and grey goods 241
Distribution channels for extended warranties for white, brown and grey goods 244
Distribution interfaces for extended warranties for white, brown and grey goods 247
Time of acquisition of extended warranties for white, brown and grey goods 252
Claims frequency for extended warranties for white, brown and grey goods 254
Research sample statistics 258
8.0 SPAIN 260
Introduction 260
Underlying market for white, brown and grey goods 261
White, brown and grey goods acquired, segmented by type of item 261
White, brown and grey goods acquired, segmented by demographic group 262
White, brown and grey goods acquired, segmented by retailer and type 265
White, brown and grey goods acquired, segmented by purchase interface 270
Extended warranties for white, brown and grey goods 273
Take-up rates segmented by type of item 273
Take-up rates segmented by demographic group 276
Generic extended warranty cover held through banking products 279
Take-up rates segmented by retailer 281
Take-up rates segmented by purchase interface for underlying item 283
Perceived risks covered by extended warranties linked to white, brown and grey goods 285
Distribution channels for extended warranties for white, brown and grey goods 288
Distribution interfaces for extended warranties for white, brown and grey goods 291
Time of acquisition of extended warranties for white, brown and grey goods 296
Claims frequency for extended warranties for white, brown and grey goods 298
Research sample statistics 302
9.0 UK 304
Introduction 304
Underlying market for white, brown and grey goods 305
White, brown and grey goods acquired, segmented by type of item 305
White, brown and grey goods acquired, segmented by demographic group 306
White, brown and grey goods acquired, segmented by retailer and type 309
White, brown and grey goods acquired, segmented by purchase interface 314
Extended warranties for white, brown and grey goods 317
Take-up rates segmented by type of item 317
Take-up rates segmented by demographic group 320
Generic extended warranty cover held through banking products 323
Take-up rates segmented by retailer 325
Take-up rates segmented by purchase interface for underlying item 327
Perceived risks covered by extended warranties linked to white, brown and grey goods 329
Distribution channels for extended warranties for white, brown and grey goods 332
Distribution interfaces for extended warranties for white, brown and grey goods 335
Time of acquisition of extended warranties for white, brown and grey goods 340
Claims frequency for extended warranties for white, brown and grey goods 342
Research sample statistics 346
10.0 US 348
Introduction 348
Underlying market for white, brown and grey goods 349
White, brown and grey goods acquired, segmented by type of item 349
White, brown and grey goods acquired, segmented by demographic group 350
White, brown and grey goods acquired, segmented by retailer and type 353
White, brown and grey goods acquired, segmented by purchase interface 358
Extended warranties for white, brown and grey goods 361
Take-up rates segmented by type of item 361
Take-up rates segmented by demographic group 363
Generic extended warranty cover held through banking products 366
Take-up rates segmented by retailer 367
Take-up rates segmented by purchase interface for underlying item 369
Perceived risks covered by extended warranties linked to white, brown and grey goods 371
Distribution channels for extended warranties for white, brown and grey goods 373
Distribution interfaces for extended warranties for white, brown and grey goods 375
Time of acquisition of extended warranties for white, brown and grey goods 379
Claims frequency for extended warranties for white, brown and grey goods 380
Research sample statistics 383
11.0 APPENDIX 386
Research structure 386

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