Qualitative research into awareness and experiences of the Debt Assignment Protocol amongst pre-payment customers in debt, report for Ofgem by Opinion Leader
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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