Global Lexmark 2009 Trust

Nobody’s Unpredictable

Survey conducted in 21 countries

People and technology devices

April 2009

LEXMARK – Global presentation – « People and technology devices » - April 2009

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Methodological report

Survey conducted for : LEXMARK

Sample : Survey conducted among 10.507 people aged 15 and over who have a computer at home, in 21 countries. At least 500 interviews per country.

National representative samples* of the target, in each of the following countries :

Austria (500 interviews) Canada (500 interviews)

Denmark (500 interviews) USA (500 interviews)

France (500 interviews) Australia (500 interviews)

Germany (500 interviews) Brazil* (501 interviews)

Italy (504 interviews) China* (502 interviews)

Netherlands (500 interviews) Mexico* (500 interviews)

Norway (500 interviews) Russia* (500 interviews)

Poland (500 interviews) South Africa* (500 interviews)

Romania (500 interviews) Turkey (500 interviews)

Spain (500 interviews) United Arab Emirates (UAE) (500 interviews)

UK (500 interviews)

Methodology :Interviews conducted online, from March 12 to April 6

Samples built using the quota method : sex, age, occupation of the respondent and region. Worldwide results correspond to the average of the results of the 21 countries, each country having an identical weight.

* Main cities of the country for Brazil, China, Mexico, Russia and South Africa.

Nobody’s Unpredictable

Part 1 : TRUST IN TECHNOLOGY DEVICES


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Expected life span of technology devices - European countries -

On average, when purchasing a technology device (mobile phones, laptops, digital cameras, printers…), how long do you expect it to last without having to repair or replace it ?

WHOLE SAMPLE

Austria

Denmark

France

Germany

Italy

Netherlands

Norway

Poland

Romania

Spain

UK

S/T EUROPE

78

66

75

83

62

80

76

75

75

81

78

72

75

25

17

38

20

24

25

25

19

22

28

35

38

38

31

43

36

29

28

30

32

26

36

40

23

40

29

35

41

47

38

36

1

4

5

1

9

4

4

6

10

4

34

25

22

39

35

31

35

41

5

6

5

S/T 5 years or less

%4 or 5 years 2 or 3 yearsMore than 5 years 1 year or less


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Expected life span of technology devices - Other countries -


WHOLE SAMPLE

USA

Canada

S/T USA + CANADA

Australia

Brazil

China

Mexico

Russia

South Africa

Turkey

UAE

78

75

79

77

81

83

84

89

77

91

74

87

21

19

17

16

11

23

9

26

13

32

31

20

17

16

32

32

31

21

37

42

45

53

59

55

43

53

39

55

6

5

5

10

8

18

6

4

11

25

22

23

32

31

32

41

40

2

6

5

4 or 5 years 2 or 3 yearsMore than 5 years 1 year or less

S/T 5 years or less

%


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Expected life span of technology devices - Detailed results for Whole sample -


23

17

24

28

18

22

26

33

19

31

27

32

36

31

31

28

38

28

42

41

48

39

32

45

42

40

26

44

7

5

8

5

4

6

5

3

9

22

21

31

30

41 6

6

WHOLE SAMPLE

Male

Female

15 – 34 years

35 – 49 years

50 years and over

Manager/Professional

Clerk

Manual worker

Retired

Other non working

4 or 5 years 2 or 3 yearsMore than 5 years 1 year or less

S/T 5 years or less

%

78

79

77

83

76

72

82

78

74

67

81

Gen

der

Age

Occ

upat

ion

of

the

resp

onde

nt


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Opinion regarding quality of the materials used to build technology devices - European countries -

Do you think technology devices are built from the highest quality materials?

4

3

9

5

4

5

3

10

4

7

5

30

34

65

31

32

23

20

50

39

26

21

63

58

23

63

62

66

63

39

53

62

68

3

5

3

1

2

6

14

1

4

5

6

10

5

34

34

53

56

3

5

S/T YES

%

Yes, rather

No, not always No, not at all

Yes, definitely

WHOLE SAMPLE

Austria

Denmark

France

Germany

Italy

Netherlands

Norway

Poland

Romania

Spain

UK

S/T EUROPE

44

34

37

74

36

36

28

23

60

43

33

26

39

S/T NO%

56

66

63

26

64

64

72

77

40

57

67

74

61


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Opinion regarding quality of the materials used to build technology devices - Other countries -


S/T YES

%

Yes, rather


Yes, definitely

WHOLE SAMPLE

USA

Canada

S/T USA + CANADA

Australia

Brazil

China

Mexico

Russia

South Africa

Turkey

UAE

44

37

36

36

20

61

79

48

47

42

33

81

10

5

4

10

29

23

8

12

4

43

27

31

16

51

50

25

39

30

29

38

58

60

74

38

20

51

51

56

64

14

5

4

6

1

1

1

2

2

3

5

7

10

29

34

59

53

5

3

S/T NO%

56

63

64

64

80

39

21

52

53

58

67

19


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Opinion regarding quality of the materials used to build technology devices - Detailed results for Whole sample -


S/T YES

%

Yes, rather


Yes, definitely

WHOLE SAMPLE

Male

Female

15 – 34 years

35 – 49 years

50 years and over


Clerk

Manual worker

Retired

Other non working

44

44

44

48

40

40

45

43

42

44

45

Gen

der

Age

Occ

upat

ion

of

the

resp

onde

nt

10

10

12

8

7

11

9

9

6

12

34

34

36

32

33

34

34

33

38

33

52

53

49

55

57

51

54

53

53

52

4

3

3

5

3

4

3

5

3

3

10 34 53 3 56

56

56

52

60

60

55

57

58

56

55

S/T NO%


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The element viewed as the main guaranty of the durability of a technology device - European countries -

Which of the following elements is most likely to reassure you about the durability of a technology device?

8

8

10

5

2

4

8

3

2

8

48

55

44

64

62

35

59

68

52

50

49

41

35

45

29

35

57

32

27

43

40

2

3

2

1

2

1

4

2

3

2

4

6

5

45

53

56

39

37

1

2

2

WHOLE SAMPLE

Austria

Denmark

France

Germany

Italy

Netherlands

Norway

Poland

Romania

Spain

UK

S/T EUROPE

Trusted brand Long warrantyRobust appareance High price


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The element viewed as the main guaranty of the durability of a technology device - Other countries -


3

3

3

2

4

2

2

6

5

13

59

58

50

69

58

73

59

56

53

62

36

36

45

28

38

24

37

33

42

23

2

3

2

1

1

2

5

2

3

5

59

56

36

37

2

2WHOLE SAMPLE

USA

Canada

S/T USA + CANADA

Australia

Brazil

China

Mexico

Russia

South Africa

Turkey

UAE



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The element viewed as the main guaranty of the durability of a technology device - Detailed results for Whole sample -


WHOLE SAMPLE

Male

Female

15 – 34 years

35 – 49 years

50 years and over


Clerk

Manual worker

Retired

Other non working

5

6

5

3

5

5

6

4

5

56

57

56

54

56

56

55

52

59

37

37

34

38

42

37

38

37

43

33

2

2

3

1

1

2

1

1

3

5

5

56

56

37 2

2

Gen

der

Age

Occ

upat

ion

of

the

resp

onde

nt



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Confidence in technology devices according to 2 criteria - European countries -

Do you have more confidence in technology devices…?

WHOLE SAMPLE

Austria

Denmark

France

Germany

Italy

Netherlands

Norway

Poland

Romania

Spain

UK

S/T EUROPE

44

33

33

42

44

30

48

55

39

43

30

40

48

49

42

43

46

38

31

44

41

47

15

19

15

14

12

22

13

13

16

16

22

1

3

2

1

2

1

1

1

1

40

43

43

40

16

16

1

1 83

84

81

82

84

87

76

86

86

83

84

77

83

With longer warrantiesThat emphasize high levels

of customer services

Yes, sometimes No, not always No, absolutely not Yes, absolutely

20

22

25

19

26

13

27

27

34

16

16

46

47

59

40

49

38

46

41

44

47

50

32

28

15

36

23

43

25

28

21

34

31

2

3

1

5

2

6

2

4

1

3

3

22

29

46

45

29

24

3

2

S/T YES

%

S/T YES

%

74

66

69

84

59

75

51

73

68

78

63

66

68


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Confidence in technology devices according to 2 criteria - Other countries -


WHOLE SAMPLE

USA

Canada

S/T USA + CANADA

Australia

Brazil

China

Mexico

Russia

South Africa

Turkey

UAE

35

37

34

38

66

43

38

48

51

64

43

40

51

43

28

38

40

40

38

26

20

21

13

18

5

18

21

11

10

8

2

2

2

1

1

1

1

1

1

2

43

36

40

42

16

20

1

2

83

78

77

78

85

81

94

81

78

88

89

90

With longer warranties That emphasize high levels of customer services

74

77

76

77

66

81

91

81

80

76

88

77


26

26

18

35

55

41

36

30

45

37

51

50

48

46

36

40

44

46

43

40

21

23

32

18

8

17

18

22

12

19

2

1

2

1

1

2

2

2

4

29

27

45

50

24

22

2

1

S/T YES

%

S/T YES

%


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Confidence in technology devices according to 2 criteria - Detailed results for Whole sample -



S/T YES

%

With longer warranties That emphasize high levels of customer services

WHOLE SAMPLE

Male

Female

15 – 34 years

35 – 49 years

50 years and over


Clerk

Manual worker

Retired

Other non working

83

84

83

85

82

82

83

85

81

81

84

Age

Occ

upat

ion

of

the

resp

onde

nt

45

41

44

42

42

43

44

41

45

41

39

42

41

40

40

40

41

40

36

43

15

16

14

17

17

16

14

18

17

15

1

1

1

1

1

1

1

1

2

1

43 40 16 1

29

27

29

27

29

29

28

25

30

29

45

46

46

45

43

46

47

44

42

45

23

25

23

26

25

23

23

29

25

24

3

2

2

2

3

2

2

2

3

2

29 45 24 2 74

74

73

75

72

72

75

75

69

72

74

Gen

der

S/T YES

%


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Behavior in the case where a reasonable price technology device without warranty would break - European countries -

When a technology device that cost you less than [$200 / 150 € or equivalent ] breaks and you do not have a current warranty, what are you most likely to do?

Whole sample

%Austria

%Denmark

%France

%Germany

%Italy%

Nether-lands

%Norway

%Poland

%Romania

% Spain

%UK %

S/T Europe

%

Contact the manufacturer in order to repair the device

20 25 21 22 27 12 15 22 9 17 14 22 19

Contact a repair center in order to repair the device

32 17 12 22 20 46 22 13 51 44 28 25 27

S/T Repair 52 42 33 44 47 58 37 35 60 61 42 47 46

Replace the device with a newer version of the same product

24 26 44 28 28 11 32 23 23 14 37 26 27

Replace the device with another manufacturer’s product

24 32 23 28 25 31 31 42 17 25 21 27 27

S/T Replace 48 58 67 56 53 42 63 65 40 39 58 53 54


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Behavior in the case where a reasonable price technology device without warranty would break - Other countries -

Whole sample

%USA

% Canada

%

S/T USA +

Canada %

Australia%

Brazil%

China%

Mexico%

Russia%

South Africa

%Turkey

%UAE

%


20 23 23 23 21 38 12 19 13 25 19 24


32 21 23 22 24 23 54 39 54 36 53 46

S/T Repair 52 44 46 45 45 61 66 58 67 61 72 70


24 34 31 33 27 12 21 25 13 19 14 20


24 22 23 22 28 27 13 17 20 20 14 10

S/T Replace 48 56 54 55 55 39 34 42 33 39 28 30



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Behavior in the case where a reasonable price technology device without warranty would break - Detailed results for Whole sample -

Whole sample

Male Female15 – 34 years

35 – 49 years

50 years and over


ClerckManual worker

RetiredOther non working

% % % % % % % % % % %


20 18 22 22 18 19 19 19 19 19 24


32 32 32 35 30 30 30 34 27 30 35

S/T Repair 52 50 54 57 48 49 49 53 46 49 59


24 26 23 21 26 28 26 24 28 27 20


24 24 23 22 26 23 25 23 26 24 21

S/T Replace 48 50 46 43 52 51 51 47 54 51 41

Gender Age Occupation of the respondent


Travel

Global Lexmark 2009 Trust