Digital comparison tools market study

The CMA carried out a market study into digital comparison tools (DCTs) to see how they are working for consumers, businesses and the economy.

• From: Competition and Markets Authority
• Published: 29 September 2016
• Last updated: 21 December 2017 — See all updates

• Case type: Markets
• Case state: Closed
• Market sector: Communications, Financial services, Recreation and leisure, Utilities
• Opened: 29 September 2016
• Closed: 26 September 2017

Case timetable

Date	Action
28 September 2017	Statutory deadline
26 September 2017	Final report published
24 April 2017	Deadline for comments on the update paper
28 March 2017	Publication of update paper
24 October 2016	Deadline for responses to the statement of scope
29 September 2016	Launch of market study

Contact

comparisontools@cma.gsi.gov.uk

Government response to findings and recommendations

21 December 2017: The Minister for Small Business, Consumers & Corporate Responsibility at the Department for Business, Energy & lndustrial Strategy has responded on behalf of the government to the digital comparison tools market study findings and recommendations.

• Government response (21.12.17)

Final report

26 September 2017: We have published our final report on the DCTs market, as well as supporting papers and research we commissioned from GfK.

• Summary of final report (26.9.17)
• Final report (PDF, 2.46 MB) (26.9.17)
• Paper A: Consumer views, behaviour and experiences (26.9.17)
• Paper B: How digital comparison tools treat consumers (26.9.17)
• Paper C: The application of the law and regulation to digital comparison tools (PDF, 1.2 MB) (26.9.17)
• Paper D: Making comparison easier and more effective (PDF, 1.25 MB) (26.9.17)
• Paper E: Competitive landscape and effectiveness of competition (PDF, 6.89 MB) (26.9.17)
• Glossary (26.9.17)
• Annex A: GfK Mystery shopping and websweep research report (PDF, 1.2 MB) (26.9.17)
• Annex B: GfK Mystery shopping research technical report (PDF, 6.64 MB) (26.9.17)
• Video: Price Comparison Sites - How to get the best out of them (26.9.17)
• Press release: CMA steps in to give people a better deal on comparison sites (26.9.17)

Responses to update paper

• Billmonitor (13.7.17)
• A DCT (30.6.17)
• A financial services provider (30.6.17)
• A large hotel chain A (30.6.17)
• A large hotel chain B (30.6.17)
• A member of public (30.6.17)
• A newcomer DCT (30.6.17)
• AA Insurance Services (30.6.17)
• Ageas (30.6.17)
• Age UK (30.6.17)
• An insurance group A (30.6.17)
• An insurance group B (30.6.17)
• An insurance group C (30.6.17)
• An online travel agent (30.6.17)
• Association of British Insurers (30.6.17)
• Aviva (30.6.17)
• British Hospitality Association (30.6.17)
• British Insurance Brokers Association (30.6.17)
• Citizens Advice (PDF, 4.1MB) (30.6.17)
• Comparethemarket.com (30.6.17)
• Decision Technologies (30.6.17)
• Direct Line Group (30.6.17)
• DMC Digital (30.6.17)
• EDF Energy (30.6.17)
• Esure Insurance (30.6.17)
• European Technology and Travel Services Association (30.6.17)
• Experian (30.6.17)
• Financial Services Consumer Panel (30.6.17)
• First Utility (30.6.17)
• Fundraising Innovations (30.6.17)
• Gocompare (30.6.17)
• Insurance Distribution and Outsourcing (PDF, 1MB) (30.6.17)
• Kayak (30.6.17)
• Legal Services Consumer Panel (30.6.17)
• Lloyds Banking Group (30.6.17)
• Money.co.uk (30.6.17)
• Moneysupermarket Group (30.6.17)
• Octopus Energy (30.6.17)
• Polaris (30.6.17)
• Resolver (30.6.17)
• Saga Group (30.6.17)
• Santander UK (30.6.17)
• Skyscanner (30.6.17)
• Solicitors Regulation Authority (30.6.17)
• Tesco Bank (30.6.17)
• The Money Advice Service (30.6.17)
• The UK Cards Association (30.6.17)
• uSwitch (30.6.17)
• Virgin Money (PDF, 2MB) (30.6.17)
• Which? (30.6.17)

Update paper

28 March 2017: We have published an update paper on our work to date on the DCTs market study, as well as a report on the consumer survey and qualitative research we commissioned from Kantar Public Ltd.

• Summary of update paper (28.3.17)
• Full update paper (PDF, 2.4 MB) (28.3.17)
• Appendices to update paper (PDF, 1.1 MB) (28.3.17)
• Notice of decision not to make a market investigation reference (28.3.17)
• Press release: Digital comparison tools could offer even greater benefits - CMA (28.3.17)
• Digital comparison tools market study: Update paper response form (Word) (28.3.17)
• Annex A: Kantar consumer research
  • Final report (PDF, 12.9 MB) (28.3.17)
  • Consumer research technical report (PDF, 1.13 MB) (5.5.17)
  • Consumer survey data tabulations (3 sets):
    • Full set - part 1 (Excel, 38.4 MB) (5.5.17)
    • Full set - part 2 (Excel, 56.4 MB) (5.5.17)
    • Reduced set - part 1 (Excel, 21.4 MB) (5.5.17)
    • Reduced set - part 2 (Excel, 31.9 MB) (5.5.17)
    • Sector break set (Excel, 4 MB) (5.5.17)

Responses to statement of scope

• Member of public J (3.3.17)
• A utility provider (22.12.16)
• An airline (22.12.16)
• An insurance group (22.12.16)
• British Hospitality Association (22.12.16)
• Capital One (22.12.16)
• Decision Technologies (22.12.16)
• Direct Line Insurance Group (22.12.16)
• European Technology and Travel Services Association (22.12.16)
• Fairer Finance (22.12.16)
• First Utility (22.12.16)
• Google (22.12.16)
• Jet2.com (22.12.16)
• Liverpool Victoria (22.12.16)
• Member of public G (PDF, 1MB) (22.12.16)
• Member of public H (22.12.16)
• Member of public I (22.12.16)
• MyUtilityGenius (22.12.16)
• OVO Energy (22.12.16)
• Santander UK (22.12.16)
• ScottishPower (22.12.16)
• Seopa (22.12.16)
• Skyscanner (22.12.16)
• The Big Deal (22.12.16)
• TheEnergyShop.com (22.12.16)
• TotallyMoney.com (22.12.16)
• TransferWise (22.12.16)
• Trident Insurance (PDF, 5MB) (22.12.16)
• A large hotel chain A (22.12.16)
• A large hotel chain B (22.12.16)
• AA Insurance Services (30.11.16)
• Allianz Insurance (30.11.16)
• An online travel agent (30.11.16)
• Aviva Insurance (30.11.16)
• Barclays Bank (30.11.16)
• British Insurance Brokers’ Association (30.11.16)
• British Standards Institution (30.11.16)
• Broadband Genie (30.11.16)
• Broadband.co.uk (30.11.16)
• BT Group (30.11.16)
• Citizens Advice (30.11.16)
• Comparethemarket.com (30.11.16)
• Consumer Council NI (30.11.16)
• Defaqto (30.11.16)
• DMC Digital (30.11.16)
• Confused.com (30.11.16)
• Ecotricity (30.11.16)
• Energylinx (30.11.16)
• Esure Insurance (30.11.16)
• Etraveli (30.11.16)
• Experian (30.11.16)
• Financial Ombudsman Service (30.11.16)
• Financial Services Consumer Panel (30.11.16)
• First2Protect Insurance Services (30.11.16)
• Flipper (30.11.16)
• Fundraising Innovations (Energyhelpline and Moneyhelpline)
• Gocompare.com (PDF, 2.3Mb) (30.11.16)
• Higos Insurance Services (30.11.16)
• Information Commissioner’s Office (30.11.16)
• Insurance Distribution and Outsourcing (30.11.16)
• Internet Advertising Bureau UK (30.11.16)
• ISBA (30.11.16)
• Kayak (30.11.16)
• Legal Services Board (30.11.16)
• Lloyds Banking Group (30.11.16)
• Member of public A (30.11.16)
• Member of public B (30.11.16)
• Member of public C (30.11.16)
• Member of public D (30.11.16)
• Member of public E (30.11.16)
• Member of public F (30.11.16)
• Momondo Group (30.11.16)
• Money.co.uk (30.11.16)
• Moneyexpert (30.11.16)
• Moneyfacts Group (30.11.16)
• MoneySavingExpert.com (30.11.16)
• Moneysupermarket Group (30.11.16)
• MyWave Group (30.11.16)
• Nationwide (30.11.16)
• Npower (30.11.16)
• Nutmeg Saving and Investment (30.11.16)
• Octopus Energy (30.11.16)
• Ombudsman Services (30.11.16)
• Polaris (30.11.16)
• Professor James Devlin (30.11.16)
• Quiddicompare.com (30.11.16)
• Rangewell (PDF, 1.6Mb) (30.11.16)
• Runpath (30.11.16)
• Saga (30.11.16)
• Scottish Government (30.11.16)
• Simplifydigital (30.11.16)
• Sky (30.11.16)
• Solicitors Regulation Authority (30.11.16)
• Tandem Bank (30.11.16)
• Tesco Bank (30.11.16)
• UK Cards Association (30.11.16)
• uSwitch (30.11.16)
• Vanquis Bank (30.11.16)
• Which? (30.11.16)

DCT workshops

8 November 2016: We are planning to hold 2 workshops in early December to discuss the statement of scope and issues raised in submissions following consultation. We have sent invitations to a selected range of DCTs and suppliers to ensure that a good cross section of DCTs and suppliers are represented. Spaces are limited, but we will consider expressions of interest in attending from any other DCTs or suppliers: please contact us by 15 November using the email contact above.

Launch of market study

29 September 2016: The CMA has launched a market study into DCTs used by consumers to compare and/or switch between a range of products or services from a range of businesses. It will examine whether the sector is working well for consumers, and determine how to maximise the benefits DCTs offer.

• Market study notice (29.9.16)

• Statement of scope (29.9.16)

• Digital comparison tools market study: Response form (Word) (29.9.16)

• Digital Comparison Tools: Use of information provided to the CMA (29.9.16)

• Press release: CMA launches study into digital comparison tools (29.9.16)

Published 29 September 2016
Last updated 21 December 2017 + show all updates

1. 21 December 2017

   Government response to findings and recommendations added.

2. 26 September 2017

   Final report published.

3. 13 July 2017

   Response to update paper published.

4. 30 June 2017

   Responses to update paper published.

5. 28 March 2017

   Update paper and research report published.

6. 27 March 2017

   Date for publication of update added.

7. 3 March 2017

   Response to statement of scope published.

8. 22 December 2016

   Responses to statement of scope published.

9. 30 November 2016

   Responses to statement of scope published.

10. 8 November 2016

    DCT workshops update added.

11. 29 September 2016

    First published.