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 or not to switch, and completion among those who decide to switch.
Our research has investigated consumers' experiences at each of these stages in the pay-TV, fixed landline, fixed broadband and mobile markets. The research has a particular focus on motivation for switching, perceived availability and limitations of choice, the impact of interactions with consumers' current and potential gaining providers 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
Switching communications provider: the consumer experience A report for Ofcom by Futuresight, Mar 2014
Fixed broadband switching Feb 2012
Switching omnibus survey Apr 2009
Switching bundled services May 2008