Stick or switch? Consumer switching in 14 retail markets across Europe. ESRI Research Bulletin 2019/12

Harold, Jason and Cullinan, John and Lyons, Sean (2019) Stick or switch? Consumer switching in 14 retail markets across Europe. ESRI Research Bulletin 2019/12. UNSPECIFIED.

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Abstract

Consumer advocates and regulators encourage the public to search for better deals in markets for services like telecoms, energy and insurance, arguing that there are opportunities to save money and get better service by switching. Consumer switching can also help spur competition. Yet rates of switching vary a lot across markets: many people seldom think about changing their package or service provider and fewer still actually switch. If research can identify some of the barriers that deter people from searching or switching in particular markets, maybe policies can be designed to help enable and encourage switching behaviour. This study examines some of the factors that affect switching rates for European consumers across a wide range of markets.

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