Non-domestic consumers and the Change of Supplier process - Qualitative research findings

Publication date
3rd December 2013
Information types
Policy areas

The Change of Supplier (CoS) process is a specific part of the process of switching between energy suppliers, taking place between the time of the customer signing a contract with a new supplier and the customer being transferred over to the new suppler. As part of its Smarter Markets work programme, Ofgem is proposing to reform the CoS process with the aim of achieving a fast, reliable, simple and cost-effective process that facilitates competition between suppliers and builds consumer confidence. Non-domestic (as well as domestic) consumer issues related to broader market engagement issues including earlier stages of the switching process are being addressed separately as part of Ofgem’s Retail Market Review.

To inform the CoS project, Ofgem commissioned independent research with non-domestic (business) consumers to complement the research already undertaken within the domestic market through the Consumer First Panel. This report presents the findings of the research.