Understand your customer

According to data released by Standard and Poor’s and Experian for S&P/Experian Consumer Credit Default Indices, “default rates nationally fell in May across the board.” Defaulting balances declined among all types of credit lines, including bank card loans, first and second mortgage default rates and auto loans. Further research from Experian Simmons DataStream underscores this trend. Between November 17, 2008 and May 10, 2010, there has been a 15% increase in the share of major credit card holders who report usually paying their credit card balance in full each month. This increase is reflected among both VISA and MasterCard credit card holders, during the same time period. Specifically, the percent of VISA and MasterCard credit card holders who usually pay their credit card balance in full increased by 25% and 17%, respectively. During the later part of 2008 and much of the first half of 2009, MasterCard holders were the more likely to pay their card balance in full each month. Today, however, VISA card holders are the more likely to pay the full amount due. As of May 10, 2010, 42% of VISA card holders usually paid their VISA balance in full compared with 40% of MasterCard holders. American consumers’ attempt to become solvent shows that personal financial responsibility standards are increasing in response to the recent financial crisis. According to data released by Standard and Poor’s and Experian for S&P/Experian Consumer Credit Default Indices, “default rates nationally fell in May across the board.” Defaulting balances declined among all types of credit lines, including bank card loans, first and second mortgage default rates and auto loans. Further research from Experian Simmons DataStream underscores this trend. Between November 17, 2008 and May 10, 2010, there has been a 15% increase in the share of major credit card holders who report usually paying their credit card balance in full each month. This increase is reflected among both VISA and MasterCard credit card holders, during the same time period. Specifically, the percent of VISA and MasterCard credit card holders who usually pay their credit card balance in full increased by 25% and 17%, respectively. During the later part of 2008 and much of the first half of 2009, MasterCard holders were the more likely to pay their card balance in full each month. Today, however, VISA card holders are the more likely to pay the full amount due. As of May 10, 2010, 42% of VISA card holders usually paid their VISA balance in full compared with 40% of MasterCard holders. American consumers’ attempt to become solvent shows that personal financial responsibility standards are increasing in response to the recent financial crisis.

Forward thinking marketers leverage the power of social networking sites like Facebook, MySpace, Twitter and more to connect to consumers in a more personal and meaningful way. That's why Experian Simmons is focusing on social networking in this issue of Consumer Insights, featuring the freshest insights available from the latest Simmons New Media Study. The 2010 Social Networking Report provides the hard data behind this consumer revolution, including the fact that fully 66% of online Americans use social networking sites today, up from just 20% in 2007. Social networking is an increasingly addictive activity, with nearly half of those who access such sites (43%) reporting that they visit them multiple times per day. While users of social networking sites may have initially signed up to better keep in touch with friends, a growing number say they now use sites like Facebook to connect with family members. An astounding 70% of social networkers keep in touch with family via their various online networks, up from 61% a year ago. Fully two-thirds of all online adults today have visited a social networking site in the last 30 days, up from 53% in 2008 and 20% in 2007. Social networks have most thoroughly penetrated the young adult market, as nearly 9-in-10 online 18-to 34-year-olds visit such sites today. But even older Americans are tapping into social networks, with 41% of online adults age 50 and older making monthly visits to sites like Facebook, MySpace and Twitter. The rise of social networking tracks closely with that of Facebook. As of April 26, 2010, 46% of the U.S. online adult population reported having visited Facebook in the past 30 days. While keeping in touch with others is an important part of social networking, the popularity of games like Farmville and Mafia Wars illustrate that fun is a big part of the appeal of social networking. Whether it’s keeping in touch with others, playing games, debating politics or any of the other reasons people use social networking sites, it cannot be denied that there’s a sense of addictiveness to it all. Visiting social networking sites multiple times a day is up 28% over last year, while less frequent visits are down across the board. As social networking sites extend their reach across generations, Americans are increasingly using such sites to connect with more than just their friends. Today, 17% of social networkers communicate with their parents via those sites and 22% connect with their kids, up from 9% and 15%, respectively, a year ago. An astounding two-thirds of social networking site visitors (68%) say they have shown their support of a product, service, company or musical group by becoming a “fan” or a “friend” on a social networking site. One year earlier, only 57% of social networkers had publicly declared their “like” for a product, service, company or musical group. Knowing that social networkers are comfortable connecting with products and brands they support, it's important to understand which brands have the best opportunity to connect with this group. Top retail brands among Facebook users, for instance, include H&M, Hot Topc and Forever 21. Specifically, Facebook users are full twice as likely as the average American adult to shop at H&M. Twitter visitors are 3.7 times more likely to shop at Nordstrom. Heavy users of social networking sites are primarily concentrated in the Northwest and markets that are heavily influenced by major colleges or universities.

Same-sex marriage is a hot button topic no matter on which side of the issue you stand. But there can be no denying that same-sex couples are finding an expanding number of options in the U.S. and abroad should they decide to legally wed. The 2010 LGBT Consumer Report explores the household arrangements and behaviors of America's LGBT consumers—in particular, those associated with marriage—compared to America's heterosexual population. You will learn that despite being less than half as likely to be married, lesbian, gay and bisexual adults are 22% more likely than their "straight" counterparts to have recently wed or to be planning nuptials for the next year. Looking for that perfect gift for the newly wed couple? You will also get some shopping tips for identifying favored retailers of lesbian, gay and bisexual shoppers. We'll start by sizing the LGBT market. An estimated 3.7% of the non-Hispanic adult population (7.1 million adults) self-identifies as LGBT, which can be broken down as follows: The average heterosexual adult lives in a household with 1.9 other individuals, including adults and kids. By comparison, the average lesbian shares her home with only 1.6 other people. Gay men live in the smallest households, sharing their home with only one other person, on average. Over a third of gay or bisexual men (38%) share their home with at least one other adult male, compared with only 24% of heterosexual men who live under the same roof as another adult male. Thirty-five percent of gay or bisexual men say they live with one (and only one) other adult male, a living arrangement that has a higher chance of consisting of a same-sex, co-habiting couple. Over half of lesbians or bisexual women (53%) share their home with at least one other adult female, compared with only 23% of heterosexual women who live under the same roof as another adult female. Forty-three percent of lesbian or bisexual women say they live with one (and only one) other adult female, a living arrangement that has a higher chance of consisting of a same-sex, co-habiting couple. Lesbian, Gay and Bisexual adults (LGB) as a group are less than half as likely as heterosexuals to be married. Only 26% of LGB adults are wed, compared with 57% of “straight” adults. Of all LGB adults, bisexuals are the most likely group to be married, with over 4 in 10 reporting they are presently wed. Lesbians are more than four and a half times more likely than gay men to be married, with 23% of lesbians having tied the knot versus only 5% of gay men. Lesbian, gay and bisexual adults as a group are 22% more likely than heterosexual adults to have either tied the knot in the last 12 months or have plans to wed in the coming year. 5.7% of lesbian, gay or bisexual adults are newly weds or “soonly” weds vs. 4.6% of heterosexual adults. Lesbian, gay and bisexual adults are twice as likely to shop at Neiman Marcus, making the department store the number one retailer with a wedding registry program among LGB shoppers. With many retailers ending their registry programs in favor of gift cards, we looked at how stores without registry programs stack up among lesbian, gay and bisexual shoppers. LGB adults are almost twice as likely to shop at J. Crew, making the store the number one retailer without a wedding registry program among LGB shoppers.

With the 82nd Academy Awards® just around the corner and only days before final voting ballots are due back to accounting firm PricewaterhouseCoopers, Experian Simmons is taking a close look at the American movie-going population. In any given month, over 56 million adults (26% of the adult population) make a trip to the cinema to take in a film. Movie-going typically reaches its peak in mid-summer, and 2009 was no exception. Experian Simmons DataStreamSM reports that in July of last year, 32% of adults went to movies, the highest level observed at any point in the year. In October of the same year, the percentage of past-month adult cinema-goers had dropped to just 19%, the lowest point observed in all of 2009. In this month’s Consumer Insights report, Experian Simmons sizes the movie-going audience, examines their receptivity to cinema ads—including pre-show commercials and product placement within films—online movie searches as well as Americans’ penchant for tuning into the Academy Awards. All data comes from the Simmons Summer 2009 National Consumer Study. Two-thirds of the adult population have gone to the movies at least once in the last 6 months. Nearly half (46%) have been in the last 90 days and a quarter (26%) have been in the last month. Young adults are, as expected, more likely to go to the movies than older adults, but adults over 50 outnumber young adults when it comes to raw number of movie-goers as you will see in the following chart. Over 147 million individuals have gone to the movies at least once in the last 6 months. With 20.8 million adults ages 18 to 24 going to the movies in the last 6 months, this age group accounts for only 14% of the movie-going population. Adults ages 50 and over, on the other hand, account for 37% of the movie-going population with over 55 million adults in this age group going to the theater at least once in the last 6 months. Among all adults who had been to the movies at least once in the last 6 months, 68% have been at least once in the last 30 days. Many movie-goers (39%) have been only once in the last month and only 7% have been four or more times. Young adults ages 18 to 24 are much more likely than the average movie-goer to have been to the theater in the last month with 75% reporting having been at least once and 10% having been 4 times or more. Experian Simmons DataStreamSM reports similar trends in past 30 day movie-going for 2008 and 2009 with the peak for this behavior occurring in both years on almost the exact same date. During the week of July 22, 2009 32% of adults reported having been to the theater during the last 30 days and during the week of July 21, 2008, 29% reported going. Cinema Blockbusters that month in ’09 included Bruno and Harry Potter and the Half-Blood Prince. In July of ’08, Mama Mia and The Dark Knight were released. When it comes to product placement in movies, frequent cinema-goers are most likely to respond. In fact, 41% of adults who went to the movies 4 or more times in the last 90 days are classified by the Simmons Movie Product Placement segmentation system as “Emulators,” those consumers who notice, remember and are driven to buy products placed into the context of a film. By comparison, only 28% of consumers who went to a movie only once in the last 90 days are Emulators. Forty-eight percent of Horror film fans say they often pay attention to commercials that show along with movie previews in movie theaters making them the most receptive to cinema advertisements followed by Romantic Comedy fans and Family movie fans. Only 39% of Foreign Language or Independent film fans say they pay attention to such ads. Nearly a quarter of all movie-goers get movie information, reviews or show times online in any given month. Aside from the obvious movie sites, you are likely to find movie information seekers on these sites: Californians like foreign language and independent films, whereas New Englanders have more of a penchant for Comedies and Southerners are among the most likely to see Horror films. Below are the top 5 metro areas for finding adults who say they usually see the three selected movie genres when they go to the theater. One-in-seven American adults tuned into the last Academy Awards® ceremony on ABC, including many non-movie-goers. Nine percent of adults who had not been to the movies even once in the past six months tuned into the last awards show and ultimately comprised 19% of all 2009 Oscar® viewers. Still, the more frequently a consumer goes to the movies, the more likely he or she is to watch the annual Academy Awards® ceremony.

The Simmons Multi-Media Engagement Study is a unique syndicated research program that measures – across multiple dimensions – the relationship between media vehicles and their audiences. This strategic tool provides measures of the cognitive and emotional engagement consumers have with major media properties, which includes broadcast, cable, and syndicated television, major magazines, and Internet sites. The Fall 2009 release of the Simmons Multi-Media Engagement Study utilizes a patented behavioral integration model to map the engagement levels of nearly 800 media vehicle users back to the respondents in the Experian Simmons National Consumer Study, allowing the analysis of media engagement to be filtered by consumer behaviors including users of over 8,000 brands in over 460 product categories. The following slides will demonstrate some powerful examples leveraging the Spring 2009 MME study. Among all U.S. adults, Consumer Reports magazine is the most Trustworthy media vehicle. In fact, 6 of the top 10 Trustworthy media vehicles are print magazines. The other top vehicles include 3 websites and 1 cable television network. When broken down by gender, there are 4 vehicles that remain consistent across the gender breaks, although their rank orders do change. Among media properties that index at 110 or higher for new car intenders*, we can determine which are best for communicating a message of trust. Below are the top vehicles ranked by the percent of new car intenders saying “I trust this to tell the truth.” When ranking print magazines by Ad Attention/Receptivity – the dimension that measures how likely consumers are to notice and pay attention to ads as well as buy advertised products – we find that the top of the list is dominated by niche publications, whose audiences are focused and whose ads are typically targeted. In a similar vein, those magazines that focus on a mass-market audience tend to have the lowest Ad Attention/Receptivity scores. Looking at the statement, “I get valuable information from the ads in this magazine,” we can see some interesting differences between consumers by region. For instance, while American Baby is tops in 3 of the 4 census regions, it is fourth in the Midwest. Smart Money magazine makes the list only in the Northeast and House Beautiful only in the West. Likewise, Family Handyman appears in both the Midwest and South, but not in the Northeast or West. Among print magazines that index at 110 or higher for readers planning to retire in the next year, we can determine which magazines would be ideal for placing ads promoting plans and hobbies for their future free time. The following magazines rank top for future retirees who say “This magazine has ads for things I care about.” The Personal Time Out dimension helps identify vehicles that people like to relax with and to spend their free time using. While there are similarities across users of all ages, these top websites for each age group show that younger users prefer social media and entertainment-oriented sites, while more mature users lean towards lifestyle sites when they just want to kick back. Of the Facebook.com users who say, “I like to kick back and wind down with Facebook.com,” we can look at what retailers they are most likely to shop compared to other online adults. Facebook.com users who like to kick back and wind down on the site are 172% more likely to shop at Express and 130% more likely to shop at Victoria’s Secret or Banana Republic. Should these retailers advertise on Facebook, they could benefit by including messages of escape and time-out. When it comes to word of mouth, synergy is a powerful tool. While 69% of all viewers of The Oprah Winfrey Show say, “This program gives me something to talk about,” this number increases to 81% among those viewers who either read O, The Oprah Magazine or visit Oprah.com. Incredibly, when looking at Oprah viewers who visit her website and also read her magazine, fully 96% say The Oprah Winfrey Show gives them something to talk about, an increase of 39% over all program viewers.

African Americans represent 11% of the U.S. adult population and, as a group, constitute the nation’s largest racial minority market. African Americans are also more optimistic about their financial situation than the general population, and with good reason. According to the Selig Center for Economic Growth, African American buying power reached $913 billion in 2008, up from $590 billion in 2000. By 2013, African American buying power will reach an astonishing $1.2 trillion, meaning that almost nine cents out of every dollar spent in the United States will come from African American consumers. In celebration of Black History Month, Experian Simmons examines the attitudes, behaviors and media consumption of our country’s African American consumers using data from Simmons DataStreamSM, the Simmons National Consumer Study, New Media Study, Multi-Media Engagement Study and Experian MicromarketerG3 as well as findings from our friends at Experian Hitwise. When it comes to attitudes towards personal financial outlook, African Americans are more likely than the average American adult to say that in the next 12 months they will be better off financially. As of December 28th, 2009, 36% of African Americans said they would be better off financially in the next 12 months, compared with 31% of all adults who felt the same. African Americans are trend setters. Below are the top indexing statements on apparel, auto, food and social interaction among African American adults compared to the total adult population. Index relative to total adult population in parentheses. House Beautiful magazine is a great publication for reaching African Americans who respond to print ads. Readers of House Beautiful, for instance, are 37% more likely to be African American and House Beautiful scores 83% higher than the average magazine among African American readers who say they are likely to buy product or services advertised in the magazine. Where in the United States is the best place to find African American consumers with household incomes of $100,000 or more? Hinesville-Fort Stewart, Georgia is tops followed by Fresno and Stockton, California. African American consumers are more likely than the average online adult to use a wide range of emerging technologies and media. For instance, online African American consumers are 20% more likely than average to watch movies online, 19% more likely to listen to Internet radio and 18% more likely to use social tags or bookmarks. Below are the top sites ranked by the percentage of visits coming from the top African American Mosaic lifestyle segments. The list is dominated by social networking sites.

Coffee drinkers in America Coffee plays such an integral part of every day life in America that it may be safe to say that coffee helps the United States go round. In fact, fully 60% of all U.S. households use either whole or ground coffee beans at home. Experian Simmons extensively reviewed the American coffee drinker for this report which features detailed insights into the coffee-drinking American. In addition, we compare the patrons of Dunkin’ Donuts and Starbucks, the leading players in the battle for brew. Coffee in the Home The average U.S. household that uses whole or ground coffee consumes 4.2 cups per day. In total that’s about 280.5 million cups of coffee consumed at home by Americans each day or about 102 billion cups per year. Among households that use coffee, 89% stock regular coffee and 46% stock decaf.* Among households that use coffee, 84% use pre-ground coffee and 26% use whole bean coffee at least some of the time.* Instant Flavored Coffee Over a quarter of households (27%) stock instant coffee. Sixteen percent of households use instant flavored coffee. The most commonly used flavors among instant flavored coffee drinkers are: Older Americans More Likely to Drink Coffee Fifty-seven percent of adults ages 18-24 live in households that use coffee, but 25 to 34 year olds are the least likely to stock coffee in their cupboards with only 54% reporting they use whole or ground bean coffee at home. Coffee Use Increases with Household Income Seventy percent of Americans who report annual household incomes of $150,000+ drink coffee compared with 54% of those with household income less than $25,000. Dunkin' Donuts Vs. Starbucks Dunkin' Donuts 11% of American adults go to DD Between 9.15.08 and 9.15.09 the share of DD customers who go there 6+ times a month is up 11%* DD consumers are 41% more likely than the average adult to be registered Independents and 9% less likely to be registered Republicans Starbucks 13% of American adults go to Starbucks Between 9.15.08 and 9.15.09 the share of Starbucks customers who go there 6+ times a month is down 22% Starbucks consumers are 11% more likely to be registered Independents and 11% more likely to be registered Republicans Coffee Drinkers Are Coffee Drinkers A majority of coffee-drinking Americans are loyal to their franchise. However, there are a considerable number of Dunkin’ Donuts and Starbucks consumers who jump between coffee houses. How Often Americans Order Their Coffee The majority of both Dunkin’ Donuts and Starbucks customers visit each chain between one and five times in a typical month. Learn more about Simmons consumer research and studies.

Two-thirds of U.S. Households Use Coupons Two-thirds of American households (67%) use coupons. And while the vast majority of households using coupons (87%) say they use them to save money, 30% also say that coupons are a way for them to try out new products. Newspapers are still the number one coupon source with 70% of coupon households still getting their coupons from a newspaper. The Internet is growing as a coupon source. A quarter of coupon households get coupons online today, up 46% in the last three years. What Americans Buy With Their coupons Nearly half of all American households use coupons to buy food/grocery products making them the most common items purchased with coupons followed by cleaning products and beauty/grooming products. Seven percent of households buy tobacco using coupons. Where Are Coupons Redeemed? Given that half of U.S. households use coupons for food/grocery products, it’s no surprise that 60% of all households redeem coupons in supermarket, grocery or convenient stores. While only a quarter of all households use coupons at restaurants/fast food chains, that number has risen by 9% since 2006, when 23% of households redeemed coupons at restaurants. Coupons Attract New Consumers With the start of the holiday shopping season around the corner retailers want to make sure consumers visit their store and/or website. One way to drive consumer traffic is with coupons. Close to 50 percent of American adults say they are likely to be drawn to a store they don’t normally shop at by a coupon. The Experian Simmons retail shopping segment known as Mall Maniacs make up just 12% of all shoppers, but that group is 82% more likely to be drawn to a new store by a coupon. Percentage of U.S. Adult Population by Shopping Segment Mall Maniacs and Status Strivers are 66% and 26% more likely, respectively, to appreciate getting emails that announce new products and services. Identifying these consumers is key to maximize online marketing dollars. Additionally, with more and more consumers shopping online, companies should ensure that coupons are redeemable both online and in-stores.

Definition of an NHL and Non-NHL fan The behaviors and preferences of National Hockey League (NHL) and non-NHL fans are compared in this report. Below are the definitions of each consumer type: NHL fans are 18+ adults who are either “very”, “somewhat”, or “a little bit” interested in NHL Non-NHL fans are 18+ adults who are “not at all” interested in NHL Who Are NHL Fans? Compared to 2006, there are 11 percent more American adults who are NHL fans*. And with 52 percent of its fans under the age of 45, the NHL’s fan base is - for the most part - young. NHL Fans Are Educated and Well Paid NHL fans are more likely than non-NHL fans to have graduated college and attained a graduate degree. The benefits of their higher education is clear as NHL fans are 64 percent more likely than non-NHL fans to personally earn an income of $150,000 or more annually. Next we’ll examine a few luxuries NHL fans enjoy: home-ownership, watches, and vehicles. Home Owners Seventy-seven percent of NHL fans own their place of residence. The graph below charts the percentage of NHL and non-NHL fans who own any resident type (includes house, condominium, co-op and mobile home). As illustrated, there are more NHL fans than non-fans who own homes that value at $300,000 or more. Watches Twenty-six percent of NHL fans purchased a watch for themselves or someone else in the last 12 months and their tastes are not cheap. NHL fans are 2.6 times more likely than non-fans to have spent $500 or more on a timepiece. Vehicles Similar to their watch purchasing behavior, NHL fans are willing to splurge on their vehicles. For their most recent vehicle purchase, NHL fans were 13 percent more likely than non-NHL fans to spend over $30,000. Internet Purchases NHL fans spend big online. During the last 12 months, NHL fans spent a total $9.9 billion on Internet purchases. Among those who made a purchase in the last year, NHL fans are 25 percent more likely than non-NHL fans to spend $1,000 or more online during the year. In fact, 41 percent of NHL fans who shop the Internet spend at least $500 online a year. Business Purchase Decision Makers The previous slides established that NHL fans have expensive taste and aren’t troubled spending extra to purchase personal items. However, can the same be said for business-related purchases? Indeed it can. Not only are there more NHL fans than non-fans making business purchase decisions, they’re also 54 percent more likely than non-fans to spend $100,000 or more on office products. Conclusion The National Hockey League has a growing fan base that doesn’t mind spending extra for products and services.