Qualitative research into awareness and experiences of the Debt Assignment Protocol amongst pre-payment customers in debt, report for Ofgem by Opinion Leader
Reports, plans and updates
Publication date
Industry sector
Supply and Retail Market
Ofgem data suggested that whilst the number of customers using DAP has increased, the number of those customers who have successfully transferred their debt to a new supplier remains low. As a result, Ofgem commissioned Opinion Leader to carry out research to investigate customer perceptions and experiences of the Debt Assignment Protocol (DAP). The objectives of the study were to:
- Assess pre-payment meter (PPM) customer knowledge of DAP, gauging their likelihood to switch if they are made aware of it;
- Understand the actual switching experience for those who have successfully switched using the protocol;
- Understand perceived and actual barriers to the use of DAP;
- Establish whether PPM customers believe the current level of £200 for switching with debt is appropriate.
The accompanying Review of the Debt Assignment Protocol letter can be found here