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Warranty Metrics: Consumer Approaches to Extended Warranties for White, Brown and Grey Goods in the USA offers unique, detailed insights into the behaviour of US consumers regarding extended warranties for white, brown and grey goods.

Based on a primary survey of close to 2,000 consumers in the US 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, which in the US were Amazon, Best Buy, Costco, Lowe's, Newegg, Sears, Target, The Home Depot and Walmart / Sam's Club, 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 the USA
0.0 EXECUTIVE SUMMARY 1
1.0 INTRODUCTION 2
What is this report about? 2
Rationale 2
Global consumer research 2
Other international research reports about extended warranties and insurance 3
2.0 SURVEY ANALYSIS 4
Introduction 4
Underlying market for white, brown and grey goods 5
White, brown and grey goods acquired, segmented by type of item 5
White, brown and grey goods acquired, segmented by demographic group 6
White, brown and grey goods acquired, segmented by retailer and type 9
White, brown and grey goods acquired, segmented by purchase interface 14
Extended warranties for white, brown and grey goods 17
Take-up rates segmented by type of item 17
Take-up rates segmented by demographic group 19
Generic extended warranty cover held through banking products 22
Take-up rates segmented by retailer 23
Take-up rates segmented by purchase interface for underlying item 25
Perceived risks covered by extended warranties linked to white, brown and grey goods 27
Distribution channels for extended warranties for white, brown and grey goods 29
Distribution interfaces for extended warranties for white, brown and grey goods 31
Time of acquisition of extended warranties for white, brown and grey goods 35
Claims frequency for extended warranties for white, brown and grey goods 36
3.0 APPENDIX 39
Research sample statistics 39
Research structure 42

LIST OF GRAPHICS / TABLES

0.0 EXECUTIVE SUMMARY 1
1.0 INTRODUCTION 2
2.0 SURVEY ANALYSIS 4
Percentage of respondents in the US buying selected white, brown and grey goods in the last three years, segmented by type, 2014 5
Percentage of respondents in the US buying white, brown and grey goods in the last three years, segmented by category and income, 2014 6
Percentage of respondents in the US buying white, brown and grey goods in the last three years, segmented by category and income, 2014 (table) 7
Percentage of respondents in the US buying white, brown and grey goods in the last three years, segmented by category and age, 2014 7
Percentage of respondents in the US buying white, brown and grey goods in the last three years, segmented by category and age, 2014 (table) 8
Percentage of respondents in the US buying white, brown and grey goods in the last three years, segmented by category and gender, 2014 8
Selected white, brown and grey goods bought in the last three years in the US, segmented by type of goods and retailer, 2014 9
Dishwashers, fridges / freezers and washing machines bought in the last three years in the US, segmented by retailer, 2014 (table) 10
Audio systems, set-top boxes and TVs bought in the last three years in the US, segmented by retailer, 2014 (table) 10
Desktop computers and gaming consoles bought in the last three years in the US, segmented by retailer, 2014 (table) 11
White, brown and grey goods bought in the last three years in the US, segmented by category and retailer, 2014 12
White, brown and grey goods bought in the last three years in the US, segmented by category and retailer, 2014 (table) 13
Selected white, brown and grey goods bought in the last three years in the US, segmented by type and interface used for purchase, 2014 14
Selected white, brown and grey goods bought in the last three years in the US, segmented by type and interface used for purchase, 2014 (table) 15
White, brown and grey goods bought in the last three years in the US, segmented by category and interface used for purchase, 2014 16
White, brown and grey goods bought in the last three years in the US, segmented by category and interface used for purchase, 2014 (table) 16
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by type, 2014 17
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by category, 2014 18
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by category and income, 2014 19
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by category and income, 2014 (table) 19
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by category and age, 2014 20
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by category and age, 2014 (table) 20
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by category and gender, 2014 21
Take-up rates for extended warranties for white, brown and grey goods in the US, segmented by category and gender, 2014 (table) 21
Penetration rate for generic extended warranties attached to credit cards in the US, 2014 22
Percentage of respondents in the US buying white, brown and grey goods in the last three years who acquired extended warranties, segmented by category and retailer, 2014 24
Percentage of respondents in the US buying white, brown and grey goods in the last three years who acquired extended warranties, segmented by category and retailer, 2014 (table) 25
Percentage of respondents in the US buying white, brown and grey goods in the last three years who acquired extended warranties, segmented by category and interface used to purchase goods, 2014 26
Perceived risks covered by extended warranties for white, brown and grey goods in the US, segmented by category, 2014 27
Perceived risks covered by extended warranties for white, brown and grey goods in the US, segmented by category, 2014 (table) 28
Distribution channels used for extended warranties for white, brown and grey goods in the US, segmented by category, 2014 29
Distribution channels used for extended warranties for white, brown and grey goods in the US, segmented by category, 2014 (table) 30
Distribution interfaces used for extended warranties for white, brown and grey goods in the US, segmented by category, 2014 31
Distribution interfaces used for extended warranties for white, brown and grey goods in the US, segmented by category, 2014 (table) 32
Online sales of extended warranties for white, brown and grey goods in the US, segmented by type of device used, 2014 33
Cross-tabulation of the distribution channels and interfaces used to acquire extended warranties for white, brown and grey goods in the US, 2014 34
Time of acquiring extended warranties relative to time of acquiring white, brown and grey goods in the US, segmented by category, 2014 35
Time of acquiring extended warranties relative to time of acquiring white, brown and grey goods in the US, segmented by category, 2014 (table) 36
Frequency of claims for extended warranties for white, brown and grey goods in the US, segmented by category and outcome of claim, 2014 37
Frequency of claims for extended warranties for white, brown and grey goods in the US, segmented by category and outcome of claim, 2014 (table) 37
Frequency of claims for extended warranties for white, brown and grey goods in the US, segmented by outcome of claims and type of policy, 2014 38
Frequency of claims for extended warranties for white, brown and grey goods in the US, segmented by outcome of claims and type of policy, 2014 (table) 38
3.0 APPENDIX 39
US survey sample, segmented by geographical region 40
US survey sample, segmented by age group and by annual household income band. 41

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