Switching provider

20 July 2015

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.


Triple-play switching quantitative research slide pack Jul 2016

Triple-play switching qualitative research report Jul 2016

End-of-contract notification research report Mar 2016

Mobile switching qualitative research report Feb 2016

Mobile switching quantitative research report Feb 2016

Fixed broadband advertising of prices report Jan 2016


Mobile switching quantitative data Dec 2015

Consumer switching experience: a qualitative diary study Jan 2015


Switching communications provider: the consumer experience A report for Ofcom by Futuresight, Mar 2014


Customer retention and interoperability research Jun 2013


Fixed broadband switching Feb 2012


Strategic review of consumer switching Sep 2010


Switching omnibus survey Apr 2009


Switching bundled services May 2008