Ofcom’s research examines consumers’ experiences at various key stages in the switching journey, covering initial engagement with the market, assessment of switching options, decision-making on whether to switch or not, and completion among those who decided to switch.
Our research has investigated consumer experiences at these stages in the pay-TV, fixed landline, and fixed broadband and mobile markets. The research has a particular focus on motivation for switching, perceived availability and limitations of choice, the impact that interactions with current and potential gaining providers have on the decision to switch, what consumers gain or lose by switching or not switching, and the impact of current switching processes.
Mobile switching quantitative data Dec 2015
Fixed broadband switching Feb 2012
Switching Omnibus Survey Apr 2009
Switching bundled services May 2008