International Personal FinanceWave 1 Report

January - March 2012

1. Background/Methodology

2. Overall Results

3. Czech Republic

4. Hungary

5. Poland

6. Romania

7. Conclusions & Recommendations

Contents

Background/Methodology

1

IPF currently provides consumer credit to 2.2 million customers, across six international markets. The business offering is unique for the markets in which IPF operates.

This project is designed to engage with IPF’s customer base, understand the issues they have and their feelings towards the society in which they live, and how they can be better represented in the political and commercial worlds.

IPF wishes to use this research to enhance its unique position as a mouthpiece for the lower socio-economic demographic amongst key groups of decision-makers.

Background

Methodology

IPF emailed their customer base in six countries to invite them to join the Provident community. Participating countries are: Czech Republic, Hungary, Mexico, Poland, Romania & Slovakia

Registration survey

Respondents were sent to an online registration survey administered by YouGov. Personal details were collected: name, date of birth, gender, region lived in, personal income

Invitation email

Members were invited to complete the Wave 1 survey online

Wave 1 survey

Contained questions on neighbourhood, provisions and involvement in their local community. In four markets, telephone numbers were collected to gauge feedback from members

Reminder email

Members were reminded that there was still the opportunity to take part in the survey

Prize draws

Those completing Wave 1 in Czech Republic, Slovakia and Romania were entered for prize draws for electronic goods. For every Polish complete, a donation was made to a children’s charity

Registrationemail

Provident Communities

Czech Republic

Registrants 2,061

Wave 1 completes

151

Percentage completing

7%

Hungary

Registrants 1,837

Wave 1 completes

216

Percentage completing

12%

Mexico

Registrants 253

Wave 1 completes

18*

Percentage completing

7%

Slovakia

Registrants 227

Wave 1 completes

15*

Percentage completing

7%Romania

Registrants 2,966

Wave 1 completes

765

Percentage completing

26%

Poland

Registrants 1,101

Wave 1 completes

137

Percentage completing

12%

* Sample sizes in Mexico & Slovakia are too small to be reported individually. Results from these countries are included in the overall summary

Overall Results

2

Overall, Provident community members are proud of the neighbourhoods in which they live

Taking everything into account, how would you describe your overall attitude towards your local neighbourhood? Would you say you feel… Base: All (1,311)* Total includes both Mexico & Slovakia as well as countries shown

Total*

Czech Rep

Hungary

Poland

Romania

4%

9%

1%

4%

2%

4%

3%

5%

4%

4%

23%

13%

35%

14%

23%

51%

59%

46%

58%

50%

18%

15%

7%

19%

22%

Don't know Not at all proud Not very proud Fairly proud Very proud

• Hungarians are less likely than other nationalities to take pride in the place in which they live

• There is little difference between men and women but there are signs to demonstrate that younger people are more proud than their elders

One in ten feels unsafe when walking alone in their neighbourhood after dark

And how safe would you feel walking alone in this neighbourhood after dark? Base: All (1,311)

Total

Men

Women

Under 55s

55s & over

5%

1%

7%

5%

5%

5%

4%

5%

5%

5%

17%

14%

20%

17%

26%

57%

58%

56%

56%

49%

16%

23%

11%

17%

14%

Never walk alone after dark Very unsafe A bit safe Fairly safe Very safe

• Reflecting the pattern of every country, women are less likely to feel safe after dark in their local area

• The over 55s tend to feel less safe than the other age groups

Only one in ten Provident community members has seen a decline in their local area over the last two years…• …but half do not believe there has been any change either way• The older generation are more likely to believe there has been a

decline with 14% of those 45+ saying their area has got worse (vs. 9% of under-45s)

On the whole do you think that over the past two years your neighbourhood has got better or worse to live in, or haven’t things changed much? Base: All (1,311)

My area ‘has got better’

My area ‘has not changed much’

My area ‘has got worse’

I have lived in the area fewer than two years

Total Men Women Under 45s 45s & over

38%

48%

10%

4%

40%

46%

10%

3%

37%

49%

10%

4%

41%

45%

9%

5%

29%

55%

14%

2%

Satisfaction with basic services (electricity, water) is high but other local services could improve

Please indicate how satisfied with the provision of the following services in your local neighbourhood…Local Policing; Health Services; Public Transport; Recreational Facilities; Basic Services. Base: All (1,311)

• Health services and recreational facilities are those services that people are likely to criticise

• Many people are indifferent about the quality of policing, perhaps reflecting its limited use compared to services required on a daily basis

Policing

Health services

Public transport

Recreational facilities

Basic services

3%

3%

8%

1%

4%

9%

8%

11%

3%

12%

16%

15%

19%

6%

37%

27%

23%

22%

13%

37%

36%

36%

35%

48%

7%

9%

10%

12%

30%

Don't know Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied

Just over half of Provident community members would like to have more direct involvement in local decisions

Generally speaking, would you like to be more involved in the decisions your Council/local government makes that affect your local area? Base: All (1,311)

Total

Men

Women

Under 35s

35s & over

52%

57%

48%

44%

57%

42%

36%

47%

49%

38%

Depends on issue Yes

• Men are more likely to say yes to making these decisions whereas women are a little more reserved, prepared to get involved if the issue interests or affects them

• Over 35s have more interest in the decisions made by their local councils/government

One in four respondents is

satisfied that the public services received reflect the taxes paidSatisfied: 25%

Dissatisfied: 40%

Czech Republic

3

Three quarters of Czechs are proud of their neighbourhood

Taking everything into account, how would you describe your overall attitude towards your local neighbourhood? Would you say you feel… How often do you speak to your neighbours? Base: All (151)

9% 3% 13% 59% 15%

Don't know Not at all proud Not very proud Fairly proud Very proud

Proud 74%Not proud

17%

1% 11% 9% 52% 26%

Never Less often Once or twice a month Once or twice a week Every day

• Females are more likely to be proud than males• A quarter of Czechs speak to their neighbours on a daily

basis with another half speaking at least once a week

Neighbourhood

Over half of Czechs believe that their neighbourhood has improved over the last couple of years

On the whole do you think that over the past two years your neighbourhood has got better or worse to live in, or haven’t things changed much? Base: All (151)

• Men are significantly more likely than women to feel that the area has got better

• Fewer than one in ten feels that there has been a decline in their neighbourhood as a place to live

Neighbourhood

54% say their area ‘has got better’

32% say their area ‘has not changed much’

8% say their area ‘has got worse’

5% have lived in the area fewer than two years

The majority of Czechs are satisfied with the basic services they receive but less so with the local policing

ProvisionsPlease indicate how satisfied with the provision of the following services in your local neighbourhood…Local Policing; Health Services; Public Transport; Recreational Facilities; Basic Services. Base: All (151)

Policing

Health services

Public transport

Recreational facilities

Basic services

5%

3%

10%

1%

4%

2%

4%

4%

1%

12%

13%

17%

17%

2%

42%

21%

11%

23%

5%

33%

47%

44%

39%

38%

3%

15%

14%

17%

53%

Don't know Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied

• One in five are not satisfied with the public transport services they receive in their local area

• Czechs are generally satisfied with the health services available locally

• Women are significantly less likely to approve of the recreational facilities on offer to them

Over a third of Czechs have no conclusive opinion on whether the level of taxes is reflected in the services received

ProvisionsTaking everything into account, how satisfied or dissatisfied are you that the public services offered by your local government reflect the taxes you pay? Base: All (151)

• Only 4% of Czechs are very satisfied with value for money of the services in their local area

• Dissatisfaction is higher among women than men

4% Very satisfied

34% Neither satisfied nor dissatisfied

12% Very dissatisfied

28% Fairly satisfied

19% Fairly dissatisfied

4% Don’t know

Two in three Czechs want to feel that they can influence decisions in their local area

InvolvementHow important is it for you personally to feel that you can influence decisions in your local area? Would you say it is… Generally speaking, would you like to be more involved in the decisions your Council/local government makes that affect your local area? Base: All (151)

• However, over a quarter are prepared to let these decisions bypass them

• Half would welcome the opportunity to actively participate in the decision-making process but nearly as many would only want to be involved depending on the issue

Quite

Not very

Not at all

Very24%

40%

25%

2% Yes No Depends on issue

48%

7%

45%

Influence in decisions Direct involvement in decision-making process

Hungary

4

Just over half of Hungarians are proud of their neighbourhood

Taking everything into account, how would you describe your overall attitude towards your local neighbourhood? Would you say you feel… How often do you speak to your neighbours? Base: All (216)

7% 5% 35% 46% 7%

Don't know Not at all proud Not very proud Fairly proud Very proud

Proud 53%Not proud

40%

1% 23% 8% 40% 28%

Never Less often Once or twice a month Once or twice a week Every day

• Those aged 45+ and lower earners (sub-150k Forints per month) are less likely to take pride in the neighbourhood

• Two thirds speak to their neighbours on a regular basis• Older people converse with their neighbours more regularly

Neighbourhood

Three quarters of Hungarians do not view public drunkenness as a problem in their neighbourhood

NeighbourhoodHow much of a problem are people being drunk or rowdy in public places in your local neighbourhood? How much of a problem is rubbish or litter lying around in your local neighbourhood? And how safe would you feel walking alone in this neighbourhood after dark? Base: All (216)

• But 20% think that it is a problem and this figure rises looking at older people• A third believe littering is a problem in their local area• Women are twice as likely to feel unsafe after dark (38% vs. 20% of men)

18% feel ‘very safe’

51% feel ‘fairly safe’

6% feel ‘very unsafe’

3% ‘never walk alone after dark’

22% feel ‘a bit safe’

not a problem at all not a very big problem fairly big problem very big problem

43%

30%

16%

4%

30%

36%

22%

9%

Public drinking

Litter

Three in five Hungarians perceive their area as not having changed much in the last few years

On the whole do you think that over the past two years your neighbourhood has got better or worse to live in, or haven’t things changed much? Base: All (216)

• Women are marginally more likely to think the local area has experienced a downturn

Neighbourhood

12% say their area ‘has got better’

61% say their area ‘has not changed much’

24% say their area ‘has got worse’

3% have lived in the area fewer than two years

Public perception of recreational facilities available in local areas is quite low among Hungarians

ProvisionsPlease indicate how satisfied with the provision of the following services in your local neighbourhood…Local Policing; Public Transport; Recreational Facilities; Basic Services. Base: All (216)

Policing

Public transport

Recreational facilities

Basic services

3%

7%

2%

0%

6%

10%

10%

3%

13%

20%

26%

10%

38%

27%

29%

25%

36%

30%

29%

57%

4%

6%

5%

4%

Don't know Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied

• Only 34% are satisfied with the facilities• Two in five are satisfied with local policing; the same

number are undecided• Overall, Hungarians are largely indifferent about the level

of public transport accessible to them

Poland

5

Almost four-fifths of Poles are proud of the neighbourhood in which they live

Taking everything into account, how would you describe your overall attitude towards your local neighbourhood? Would you say you feel… How often do you speak to your neighbours? Base: All (139)

4% 4% 14% 58% 19%

Don't know Not at all proud Not very proud Fairly proud Very proud

Proud 78%Not proud

18%

3% 7% 14% 45% 31%

Never Less often Once or twice a month Once or twice a week Every day

• This figure is higher among women and the older generations

• Three in four Poles speak to their neighbours regularly (at least once a week)

Neighbourhood

The majority of Poles do not believe that their neighbourhood has a problem with public drunkenness or littering

NeighbourhoodHow much of a problem are people being drunk or rowdy in public places in your local neighbourhood? How much of a problem is rubbish or litter lying around in your local neighbourhood? And how safe would you feel walking alone in this neighbourhood after dark? Base: All (139)

• And a mere 6% feel unsafe in their local area after dark• Women are significantly more likely to feel unsafe alone

after nightfall

17% feel ‘very safe’

61% feel ‘fairly safe’

5% feel ‘very unsafe’

1% ‘never walk alone after dark’

17% feel ‘a bit safe’

not a problem at all not a very big problem fairly big problem very big problem

35%

40%

20%

5%

29%

47%

20%

4%

Public drinking

Litter

A quarter of Poles have seen their area improve in the last two years

On the whole do you think that over the past two years your neighbourhood has got better or worse to live in, or haven’t things changed much? Base: All (139)

• Over half have not noticed any change either good or bad• Men are far more likely than women to have fallen either

side of the fence (49% of men cannot see a change compared to 61% of women)

Neighbourhood

24% say their area ‘has got better’

55% say their area ‘has not changed much’

14% say their area ‘has got worse’

6% have lived in the area fewer than two years

Satisfaction with the basic services available to Poles is high

ProvisionsPlease indicate how satisfied with the provision of the following services in your local neighbourhood…Local Policing; Public Transport; Recreational Facilities; Basic Services. Base: All (139)

• Although they are less satisfied with recreational facilities• Health services score highly with two in three people

satisfied

Policing

Health services

Public transport

Recreational facilities

Basic services

1%

1%

8%

1%

4%

8%

9%

13%

0%

22%

17%

13%

25%

8%

15%

11%

22%

19%

7%

48%

51%

34%

33%

47%

10%

12%

14%

9%

37%

Don't know Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied

Only a quarter of Poles believe that they are getting value for money when thinking about the services they receive for the taxes paid

ProvisionsTaking everything into account, how satisfied or dissatisfied are you that the public services offered by your local government reflect the taxes you pay? Base: All (139)

• Just under half are dissatisfied with the way their taxes are spent

• The under-35s are less likely to be satisfied

1% Very satisfied

20% Neither satisfied nor dissatisfied

9% Very dissatisfied

23% Fairly satisfied

36% Fairly dissatisfied

11% Don’t know

Nine out of ten Poles would like to feel that they can influence decisions that affect their local area

InvolvementHow important is it for you personally to feel that you can influence decisions in your local area? Would you say it is… Generally speaking, would you like to be more involved in the decisions your Council/local government makes that affect your local area? Base: All (139)

• Over half would like direct involvement with the majority of the rest prepared to become involved if they are interested in the issue at stake

• Men are less likely than women to seek involvement

Quite

Not very

Not at all

Very37%

48%

9%

1% Yes No Depends on issue

53%

5%

42%

Influence in decisions Direct involvement in decision-making process

Romania

6

Just under three quarters of Romanians are proud of the area in which they live

Taking everything into account, how would you describe your overall attitude towards your local neighbourhood? Would you say you feel… How often do you speak to your neighbours? Base: All (772)

2%4% 23% 50% 22%

Don't know Not at all proud Not very proud Fairly proud Very proud

Proud 71%Not proud

27%

1% 16% 5% 33% 46%

Never Less often Once or twice a month Once or twice a week Every day

• One in five are very proud and there is little difference among the genders

• The majority speak to their neighbours on a regular basis although there is a correlation demonstrating that lower earners are more active in this respect

Neighbourhood

Three quarters of Romanians feel safe after dark in their local area

NeighbourhoodHow much of a problem are people being drunk or rowdy in public places in your local neighbourhood? How much of a problem is rubbish or litter lying around in your local neighbourhood? And how safe would you feel walking alone in this neighbourhood after dark? Base: All (772)

• Men are likely to feel more safe as are those in the lower income bracket

• Just under a third believe that litter is a problem although only one in ten believes there to be a public drinking issue – with younger people more likely to believe this

16% feel ‘very safe’

58% feel ‘fairly safe’

5% feel ‘very unsafe’

6% ‘never walk alone after dark’

16% feel ‘a bit safe’

not a problem at all not a very big problem fairly big problem very big problem

24%

62%

8%1%

24%

44%

23%

7%

Public drinking

Litter

Only one in twenty Romanians believe that their area has got worse over the last two years

On the whole do you think that over the past two years your neighbourhood has got better or worse to live in, or haven’t things changed much? Base: All (772)

• 45% say their area has improved with the same number not noticing a change

• Those under 35 were less likely to have noticed either a positive or negative change

Neighbourhood

45% say their area ‘has got better’

46% say their area ‘has not changed much’

6% say their area ‘has got worse’

3% have lived in the area fewer than two years

Two in five Romanians are satisfied with the quality of health services available in their local area

ProvisionsPlease indicate how satisfied with the provision of the following services in your local neighbourhood…Local Policing; Public Transport; Recreational Facilities; Basic Services. Base: All (772)

• Satisfaction with basic services (electricity, water) is much higher, with four fifths satisfied

• Women are less satisfied than men when looking at transport, recreation and particularly policing

Policing

Health services

Public transport

Recreational facilities

Basic services

2%

3%

8%

1%

4%

11%

8%

13%

3%

11%

17%

14%

16%

5%

39%

31%

25%

22%

12%

36%

31%

36%

36%

47%

8%

7%

9%

13%

31%

Don't know Very dissatisfied Fairly dissatisfied Neither satisfied nor dissatisfied Fairly satisfied Very satisfied

Two in five Romanians are dissatisfied with the services the receive in return for the volume of tax they pay

ProvisionsTaking everything into account, how satisfied or dissatisfied are you that the public services offered by your local government reflect the taxes you pay? Base: All (772)

• A further third are not sure whether they receive value for money

• Satisfaction is higher among the over-35s and those in the lower income bracket

3% Very satisfied

33% Neither satisfied nor dissatisfied

14% Very dissatisfied

20% Fairly satisfied

27% Fairly dissatisfied

3% Don’t know

Half of Romanians would like to be involved directly in making decisions affecting their local area

InvolvementHow important is it for you personally to feel that you can influence decisions in your local area? Would you say it is… Generally speaking, would you like to be more involved in the decisions your Council/local government makes that affect your local area? Base: All (772)

• Four in five feel it is important to have an influence on these decisions

• Men and the older generations are more likely to want this kind of involvement

Quite

Not very

Not at all

Very37%

42%

13%

4% Yes No Depends on issue

52%

5%

42%

Influence in decisions Direct involvement in decision-making process

Conclusions & Recommendations

7

On the whole, Provident Community members are proud of the neighbourhoods in which they live. They are also sociable and communicate regularly with their neighbours

The general feeling is that any perceived movement of change in their local areas is positive – perhaps supported by high-quality basic services. Any negative perception will be reinforced by poor recreational facilities

In all countries, women feel less safe alone after dark than men. However, this is unlikely to be related to public drunkenness, which is considered a marginal issue

People would like to have more influence on the decisions affecting their local area – to increase this involvement, it is important to engage the right people in the right issues

Findings

Public drunkenness and littering were not considered to be major problems, so what is it that people find to be the issues affecting them?

What issues would encourage people to become more engaged in their local decision-making processes?

If people do not feel that they are getting value for money when comparing taxes with services received, do they think taxes should be lowered or the money should be better spent? If so, which services should they go towards?

What plans could be implemented over the next two years that would make people say that their area has improved?

Potential subjects for revisiting