Business and consumer research

This page has research into businesses’ and consumers’ awareness, attitudes, and understanding in relation to the Consumer Guarantees Act (CGA) and cyber security.

Business cyber security research

In 2021 we surveyed around 1,000 small business (0 to 19 employees) to gain a better understanding of businesses’ digital presence, and their awareness, attitudes and responsibilities in relation to cyber security.

Cyber security research: Business survey findings [PDF, 2.5 MB]

Consumer online and cyber security research

In 2021 we surveyed 2,000 online consumers to find out about their online shopping behaviour, knowledge of consumer rights and cyber security, and their awareness and attitudes of cyber security and risk.

Online safety and security: Consumer survey findings [PDF, 2.4 MB]

Businesses and the CGA report

In June 2017 we surveyed 1,000 people in customer-facing roles about awareness and understanding of their responsibilities as a business under the Consumer Guarantees Act (CGA), particularly when dealing with customer problems.

Businesses and the Consumer Guarantees Act: Survey findings [PDF, 1.2 MB]

Consumer problems survey 2017

In 2017 we conducted quantitative and qualitative research to gain an in-depth understanding of the problems consumers encounter that are perceived to be in breach of the CGA, the frequency of them, the actions taken to try and address them, and the barriers and motivators for action.

Consumer Problems Survey 2017 report [PPTX, 8.9 MB]

Last updated: 29 April 2021