Consumers using claims management companies (CMCs) are more likely to “have lower incomes, watch Strictly Come Dancing and use Facebook”, according to the Legal Ombudsman.
The Ombudsman commissioned YouGov to profile more than 2,800 people in Great Britain who have used a CMC in the past two years. Findings also revealed that CMC users are predominantly white, over the age of 45, and have an income of less than £25,000.
While respondents to the survey were not particularly avid TV watchers, documentaries and news were the most popular genres they watched – followed closely by Strictly Come Dancing, I’m A Celebrity… Get Me Out of Here! and Coronation Street.
Three quarters had used Facebook in the last 30 days and were significantly more likely than the national population as a whole to have used a price comparison site like Money Supermarket.
Penny Medlyn, operations manager for CMC jurisdiction at the Legal Ombudsman, said: “This kind of data gives really useful insights for the industry and the types of people who use CMCs.
“We hope this will help claims management firms understand their customer base better and how important their claims are to them, particularly if they have lower incomes. If they understand how their clients are thinking, it can help to reduce the number of service complaints.”