July 07, 2020

The Experiences of Older Consumers: Towards Markets that Work for People

Led by CPRC Senior Research and Policy Manager, Ben Martin Hobbs and co-authored by CPRC Research and Policy Director, Emma O’Neill, the report draws together CPRC’s consolidated insights into the common experiences of older people across essential and important consumer markets. It identifies the priority approaches for policymakers to take forward, to improve consumer outcomes and better ensure markets work for people. As we respond to COVID-19 and consider what recovery looks like for consumers, it’s a unique time for connecting, reflection, creative thinking and change.

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Summary

In this report we turn to the experiences of older people in accessing, navigating and choosing products and services in complex markets. We draw in particular from CPRC’s recent collaborative research into the experiences of older consumers when choosing between retirement villages and navigating the inhome care market. We explore the wider research into consumer experiences of complex markets which reveals the deficiencies and frailties of existing market design.

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