Domestic consumer expectations and preferences for switching energy supplier and the cooling off period
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Supply and Retail Market
We commissioned TNS BMRB to conduct qualitative research into consumer preferences and expectations of what should happen following a decision to cool off from switching in the domestic energy market. The research also supports our understanding of what an effective switching process looks like from the consumer perspective. The overall aim of this research was to explore consumers’ preferences between three options in which the cooling off period could operate.
The research also aimed to:
- explore spontaneous consumer awareness, expectations, and priorities around energy supplier cooling off periods
- understand whether the existence of a cooling off period increases consumers’ willingness to consider switching
- understand specific views against the three potential journey options outlined above
- explore more considered views on potential journey and communications options during the switching process more generally (in terms of receiving bills and other communications from old and new suppliers)
- explore consumer views on the importance of switching speed
- identify the kinds of messages or communications consumers want and expect during the switching process.
Twenty five depth interviews were conducted in total with domestic consumers. Eleven of these were face to face and fourteen were conducted via telephone depths. The interviews lasted approximately one hour.