Results of research on unreliable switching

Publication date
21st September 2017
Information type
Policy area

As part of our switching programme, Ofgem is currently looking to reform the change of supplier process in order to deliver a more reliable switching process for customers.

It is essential that the programme delivers reliability and cost-effectiveness. In order to do this, we sought to understand the current attitudes and perceptions of consumers towards the switching process, specifically when it goes wrong. We commissioned research agency, Populus, to conduct qualitative research with consumers who have experienced a failed, delayed or erroneous switch.

The research uncovered the practical, financial and emotional impacts an unreliable switching experience may have on customers, as well as any effects this may have on their overall engagement with the market. Uncovering insight in these areas will help us develop solutions which make the switching process efficient, reliable and fair for all.