Many people never switch telecoms provider; what is different about switchers? ESRI Research Bulletin 2018/7

Lunn, Peter D. and Lyons, Sean (2018) Many people never switch telecoms provider; what is different about switchers? ESRI Research Bulletin 2018/7. UNSPECIFIED.

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Abstract

Many consumers have never switched telecoms company, despite the efforts of regulators to encourage shopping around and to make switching easier. A significant number of consumers need to be willing to compare offers and to consider switching to better ones if the benefits of competition are going to be spread more widely. In particular, if there are identifiable groups of consumers who are unlikely to consider switching, they may end up with worse deals than other consumers. This research investigated which consumers are more inclined to switch providers of broadband, mobile phone and landline services. It looked not only at individual characteristics like age, family structure and income, but also at characteristics of the service and how it is used, such as whether it is ‘bundled’ or whether people in the household use smart phones to browse the internet. The study also recorded how much money people think they might save by switching and whether people had experienced ‘bill-shock’ (an unexpectedly high bill).

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