Publications in: Consumer behaviour and protection

Research into the Experiences and Effectiveness of Solicitors’ First Tier Complaints Handling Processes – January 2018

Published:08 January, 2018

The Solicitors Regulation Authority (SRA) and Legal Ombudsman jointly commissioned London Economics and YouGov to undertake research into solicitors’ handling of first tier complaints. The study used a consumer survey, a survey of firms and depth interviews with firms and consumers, to understand consumers’ and solicitors’ experiences of the complaints process. The research identified recommended […]

Consumer Behaviour Research for Legal Services – December 2017

Published:6 December, 2017

The Law Society commissioned London Economics to undertake behavioural economic research into how consumers search for legal services. The study used a behavioural experiment, focus groups and depth interviews to investigate how consumers access, assess and act on information. The research helped the Law Society to better understand the most useful information that solicitors can […]

Study on Consumers’ Decision-making in Insurance Services: A Behavioural Economics Perspective – November 2017

Published:7 November, 2017

This study focused on consumers’ decision-making in the non-life insurance market when purchasing domestically and cross-border. It tested ways to help consumers make better decisions using a behavioural experiment, collected complementary data on the supply side of the market, and examined potential savings consumers could make.

Study on the Functioning of the Retail Electricity Markets for Consumers in the EU – February 2017

Published:06 February, 2017

The 2nd Electricity Market Study investigated electricity market functioning for consumers in the EU, Iceland and Norway. It assessed how market performance has developed since the 1st electricity market study conducted in 2010, and the extent to which consumers have the necessary tools to make rational and empowered choices. Its findings offer a clear insight […]

The Use of Behavioural Insights in Consumer Policy – January 2017

Published:25 January, 2017

The OECD has published its report on the use of Behavioural Economics in Consumer Policy. The report is informed by discussion at the OECD’s Behavioural Economics Roundtable, at which LE’s Dr Charlotte Duke was an invited speaker on her experience in using behavioural economics to test and design consumer policy.

Consumer Vulnerability Across Key Markets in the EU: Animated Infographic – November 2016

Published:21 November, 2016

Following the publication of London Economics’ study into consumer vulnerability across the EU for DG Justice and Consumers, the European Commission has released an animated infographic which presents the key findings of the study, including the varying impact of vulnerability drivers across key markets.

Stakeholder Engagement on Complex and Long-run Issues in the Energy and Water Sectors – November 2016

Published:14 November, 2016

This paper for Sustainability First explores how different research approaches for engaging individual consumers can help uncover long-term public interest in complex areas. The paper covers both quantitative and qualitative methods, and includes behavioural experiments to test consumer responses to alternative interventions. The paper is of use to public interest advocates and energy and water […]

IPID Consumer Testing and Design Work – August 2016

Published:01 August, 2016

EIOPA commissioned a consortium consisting of LE Europe, Ipsos MORI and Academy Design Partners to undertake consumer testing on the design of a standardised presentation format of an Insurance Product Information Document (IPID). The findings of the consumer testing, as presented in this report, were intended to assist EIOPA to reach a view on the […]

Behavioural Experiments and Consumer Policy – April 2016

Published:11 April, 2016

Dr Charlotte Duke spoke at the OECD Roundtable on behavioural insights  at the 91st session of the Committee on Consumer Policy (CCP). Charlotte discussed: Why are we observing such growth in the use of experiments in consumer policy making; What are the pitfalls to be aware of when using experiments in policy making; How may […]

Ofwat Vulnerability Focus Report – February 2016

Published:23 February, 2016

Ofwat’s Vulnerability Focus report with supporting research by London Economics finds that vulnerability can take many forms, people can move in and out of vulnerability and anyone can find themselves in vulnerable circumstances at times in their life. The report is accompanied by a practitioners’ pack that aims to help water companies to identify customers […]