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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020
Q34A. Did you want the break in service for your Landline phone/ line rental when you switched? ................................................................................................................................................................................................................................................................ 1Base : Those interviewed about their switching experience involving landline in the last six months - excluding movers
Q34B. Did you want the break in service for your Fixed broadband when you switched? ............................................................................................................................................................................................................................................................................... 2Base : Those interviewed about their switching experience involving fixed broadband in the last six months - excluding movers
Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you… ......................................................................................................................................................................................................................................................... 3Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ................................................................................................................................................................................................................................................................ 6Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ................................................................................................................................................................................................................................................................. 9Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................ 12Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................... 15Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ................................................................................................................................................................................................................................................................ 18Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................ 21Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
Q43. While considering switching your [SERVICE/S], which of these did you do? ......................................................................................................................................................................................................................................................................................... 24Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................................ 26Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................................. 31Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ......................................................................................................................................................................................................................................................... 36Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
SUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITH ................................................................................................................................................................................................................................................................................................................ 41Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER ............................................................................................................................................................................................................................................................................. 43Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 1
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q34A. Did you want the break in service for your Landline phone/ line rental when you switched?
Base : Those interviewed about their switching experience involving landline in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 735 46 - 689 416 268
Effective Weighted Sample 716 46 - 671 410 268
Total 529 40 - 489 326 159
Yes 25 3 - 22 6 165% 9% -% 4% 2% 10%
No 48 3 - 45 31 149% 9% -% 9% 10% 9%
Can’t remember 6 3 - 3 2 11% 7% -% 1% 1% 1%
ANY BREAK IN SERVICE FOR LANDLINE 79 9 - 70 39 3115% 24% -% 14% 12% 19%
NO BREAK IN SERVICE FOR LANDLINE 450 30 - 420 287 12985% 76% -% 86% 88% 81%
Prepared by Critical Research : 0203 643 9043 Page 1
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 2
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q34B. Did you want the break in service for your Fixed broadband when you switched?
Base : Those interviewed about their switching experience involving fixed broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 809 - 120 689 416 268
Effective Weighted Sample 788 - 120 671 410 268
Total 593 - 103 489 326 159
Yes 15 - 5 10 5 53% -% 5% 2% 1% 3%
No 97 - 16 80 58 2116% -% 16% 16% 18% 13%
Can’t remember 12 - 6 6 5 12% -% 6% 1% 2% 1%
ANY BREAK IN SERVICE FOR FIXED BROADBAND 124 - 27 97 68 2821% -% 27% 20% 21% 18%
NO BREAK IN SERVICE FOR FIXED BROADBAND 468 - 76 393 258 13179% -% 73% 80% 79% 82%
Prepared by Critical Research : 0203 643 9043 Page 2
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 3
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you…
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Compare what different providers were offering 377 13 59 304 199 10360% 33% 58% 62% 61% 65%
Set up a new online account 242 8 27 208 140 6838% 20% 26% 42% 43% 43%
Choose the date you wanted to start using the service 233 12 36 185 105 8037% 30% 35% 38% 32% 50%
Find out what you needed to do in order to switch 189 15 31 144 79 6430% 37% 30% 29% 24% 40%
Try to negotiate a better deal with your previous provider 182 9 27 145 78 6429% 24% 27% 30% 24% 40%
Contact the provider you were using at the time 169 6 24 139 73 6527% 15% 23% 28% 23% 41%
Experience your previous provider trying to persuadeyou to stay 156 5 26 125 71 55
25% 13% 25% 26% 22% 34%
Install any new equipment yourself/ within yourhousehold (e.g. router, set top box) 302 14 45 243 188 54
48% 35% 43% 50% 58% 34%
Receive any unexpected bills or charges from yourprevious provider 93 7 19 68 36 30
15% 17% 18% 14% 11% 19%
Prepared by Critical Research : 0203 643 9043 Page 3
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 3
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you…
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Leave your contract early/ before the end of yourminimum contract period 84 6 15 63 35 25
13% 15% 15% 13% 11% 16%
Have an engineer visit by the new provider to installequipment or set up services 208 9 37 161 66 95
33% 24% 36% 33% 20% 59%
Experience any other devices or products you own notworking with the new service 51 5 13 33 18 14
8% 13% 13% 7% 5% 9%
Have to return equipment to your previous provider 164 7 29 128 60 6726% 17% 28% 26% 18% 42%
Pay an initial connection or other start-up fee, costs,equipment charges to your new provider 134 3 21 110 57 50
21% 9% 21% 22% 18% 32%
Find out you had to pay any disconnection charges toyour previous provider 58 5 9 44 22 21
9% 13% 9% 9% 7% 13%
Find out you had to pay a charge for not returningequipment to your previous provider 49 4 14 31 14 17
8% 11% 13% 6% 4% 10%
Prepared by Critical Research : 0203 643 9043 Page 4
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 3
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you…
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Lose any content (programmes, apps, photos, data) youhad stored from your previous service 26 - - 26 6 20
4% -% -% 5% 2% 12%
Lose specific benefits, uses such as watching ‘on thego’ or channels which came with your previous service 17 - - 17 5 12
3% -% -% 3% 2% 7%
None of these 6 1 - 5 5 11% 2% -% 1% 1% *%
CONTACTED PREVIOUS PROVIDER INCLUDINGPREVIOUS PROVIDER PERSUADING YOU TO STAYAND TRY TO NEGOTIATE A BETTER DEAL WITHYOUR PREVIOUS PROVIDER
343 15 58 269 160 10654% 39% 57% 55% 49% 67%
CONTACTED PREVIOUS PROVIDER EXCLUDINGPREVIOUS PROVIDER PERSUADING YOU TO STAY 270 13 45 213 120 91
43% 33% 43% 44% 37% 57%
CONTACTED PREVIOUS PROVIDER EXCLUDINGTRY TO NEGOTIATE A BETTER DEAL WITH YOURPREVIOUS PROVIDER 263 9 42 213 125 88
42% 22% 41% 43% 38% 55%
Can’t remember 16 1 6 9 7 23% 2% 6% 2% 2% 1%
Prepared by Critical Research : 0203 643 9043 Page 5
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 4
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Arranging the switch so that you were not paying foryour old and new services at the same time (P) 77 8 18 51 18 33
12% 20% 18% 10% 5% 20%
Cancelling your previous service (P) 76 8 15 53 15 3612% 20% 15% 11% 4% 22%
Arranging the switch so that you always had access toyour services (P) 70 8 17 45 22 22
11% 20% 17% 9% 7% 14%
Understanding the relevant steps required to switchprovider 56 6 16 34 11 21
9% 15% 16% 7% 3% 13%
Finding time to research the market 48 8 7 33 13 198% 20% 7% 7% 4% 12%
Contacting your new provider 52 7 13 33 13 198% 17% 13% 7% 4% 12%
Getting a better deal with your previous provider 84 2 13 69 30 3813% 4% 13% 14% 9% 24%
Resolving billing issues with your previous provider 37 2 4 31 12 206% 4% 4% 6% 4% 12%
Prepared by Critical Research : 0203 643 9043 Page 6
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 4
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Getting the switch to happen on the date you wanted (P) 28 3 4 21 8 134% 7% 4% 4% 2% 8%
Your previous provider trying to persuade you to stay 36 1 6 29 8 216% 2% 6% 6% 3% 13%
Comparing what different providers are offering 28 3 5 20 8 124% 9% 5% 4% 2% 8%
Contacting your previous provider 30 2 1 27 10 175% 4% 1% 6% 3% 11%
Other devices or products you own not working with thenew service 16 2 3 11 3 7
2% 4% 3% 2% 1% 4%
Paying the charge to exit your contract early 21 3 3 15 6 83% 7% 3% 3% 2% 5%
Setting up a new online account 16 - 3 14 6 83% -% 3% 3% 2% 5%
Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 18 3 3 12 3 9
3% 7% 3% 2% 1% 6%
Having new equipment installed by the new provider 21 1 3 18 5 133% 2% 3% 4% 1% 8%
Prepared by Critical Research : 0203 643 9043 Page 7
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 4
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Paying a disconnection charge to your previous provider 14 2 2 11 3 82% 4% 2% 2% 1% 5%
Returning your previous provider’s equipment 21 - 5 15 4 103% -% 5% 3% 1% 6%
Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 19 3 4 12 2 9
3% 7% 4% 2% 1% 6%
ANY PROCESS DIFFICULTIES (P) 147 17 38 92 40 4923% 43% 37% 19% 12% 31%
NONE OF THESE 389 19 54 316 240 7461% 48% 53% 64% 74% 47%
Base for stats 632 40 103 489 326 159Mean number of difficulties 1.2 1.7 1.4 1.1 .6 2.1Standard deviation 2.40 2.32 1.93 2.50 1.45 3.62Standard error .08 .34 .18 .10 .07 .22
Prepared by Critical Research : 0203 643 9043 Page 8
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 5
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Arranging the switch so that you were not paying foryour old and new services at the same time (P) 136 15 31 90 44 44
21% 37% 30% 18% 14% 28%
Arranging the switch so that you always had access toyour services (P) 128 11 31 86 46 37
20% 28% 30% 18% 14% 23%
Cancelling your previous service (P) 138 9 33 96 48 4722% 24% 32% 20% 15% 29%
Understanding the relevant steps required to switchprovider 126 11 27 88 46 39
20% 28% 27% 18% 14% 24%
Finding time to research the market 115 9 27 79 49 2718% 22% 27% 16% 15% 17%
Contacting your new provider 88 11 25 52 30 2014% 28% 24% 11% 9% 12%
Comparing what different providers are offering 55 3 12 40 24 169% 9% 12% 8% 7% 10%
Your previous provider trying to persuade you to stay 57 3 15 40 22 189% 7% 14% 8% 7% 11%
Prepared by Critical Research : 0203 643 9043 Page 9
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 5
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Getting the switch to happen on the date you wanted (P) 48 3 5 39 23 178% 9% 5% 8% 7% 10%
Resolving billing issues with your previous provider 36 3 13 21 11 86% 7% 13% 4% 3% 5%
Getting a better deal with your previous provider 36 5 5 26 16 96% 13% 5% 5% 5% 6%
Contacting your previous provider 36 2 8 26 10 176% 4% 8% 5% 3% 10%
Other devices or products you own not working with thenew service 20 3 4 13 9 3
3% 7% 4% 3% 3% 2%
Setting up a new online account 27 2 3 23 13 104% 4% 3% 5% 4% 6%
Paying the charge to exit your contract early 22 2 4 16 9 64% 4% 4% 3% 3% 4%
Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 62 6 15 41 28 12
10% 15% 15% 8% 9% 8%
Prepared by Critical Research : 0203 643 9043 Page 10
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 5
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Returning your previous provider’s equipment 55 4 12 39 21 189% 11% 12% 8% 6% 12%
Having new equipment installed by the new provider 39 2 9 29 14 156% 4% 8% 6% 4% 9%
Paying a disconnection charge to your previous provider 23 3 6 14 9 54% 7% 6% 3% 3% 3%
Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 36 1 7 28 14 12
6% 2% 7% 6% 4% 8%
ANY PROCESS DIFFICULTIES (P) 267 21 61 185 101 8142% 54% 59% 38% 31% 51%
NONE OF THESE 263 11 27 225 171 5442% 28% 26% 46% 52% 34%
Base for stats 632 40 103 489 326 159Mean number of difficulties 2.0 2.7 2.8 1.8 1.5 2.4Standard deviation 2.42 2.46 2.64 2.33 2.14 2.59Standard error .08 .36 .24 .09 .10 .16
Prepared by Critical Research : 0203 643 9043 Page 11
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 6
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Arranging the switch so that you were not paying foryour old and new services at the same time (P) 213 22 49 141 62 77
34% 57% 48% 29% 19% 48%
Cancelling your previous service (P) 214 17 48 149 63 8234% 43% 47% 30% 19% 52%
Arranging the switch so that you always had access toyour services (P) 198 19 48 131 69 59
31% 48% 47% 27% 21% 37%
Understanding the relevant steps required to switchprovider 182 17 44 121 57 60
29% 43% 43% 25% 18% 38%
Finding time to research the market 162 16 34 111 63 4626% 41% 33% 23% 19% 29%
Contacting your new provider 141 18 38 85 43 3822% 46% 37% 17% 13% 24%
Getting a better deal with your previous provider 120 7 18 95 46 4719% 17% 18% 19% 14% 30%
Comparing what different providers are offering 84 7 17 60 32 2813% 17% 17% 12% 10% 18%
Prepared by Critical Research : 0203 643 9043 Page 12
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 6
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Resolving billing issues with your previous provider 73 4 17 52 23 2712% 11% 17% 11% 7% 17%
Getting the switch to happen on the date you wanted (P) 76 6 9 60 31 3012% 15% 9% 12% 9% 19%
Your previous provider trying to persuade you to stay 93 3 21 69 30 3915% 9% 20% 14% 9% 25%
Contacting your previous provider 66 3 9 54 20 3410% 9% 8% 11% 6% 21%
Other devices or products you own not working with thenew service 36 4 8 24 12 10
6% 11% 8% 5% 4% 6%
Paying the charge to exit your contract early 43 4 8 31 14 147% 11% 8% 6% 4% 9%
Setting up a new online account 43 2 5 36 19 187% 4% 5% 7% 6% 11%
Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 81 9 20 53 31 21
13% 22% 19% 11% 9% 13%
Prepared by Critical Research : 0203 643 9043 Page 13
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 6
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
Having new equipment installed by the new provider 60 3 11 47 19 2810% 7% 11% 10% 6% 17%
Returning your previous provider’s equipment 76 4 17 55 25 2812% 11% 17% 11% 8% 18%
Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 54 3 10 40 17 21
9% 9% 10% 8% 5% 13%
Paying a disconnection charge to your previous provider 37 4 8 25 12 136% 11% 8% 5% 4% 8%
ANY PROCESS DIFFICULTIES (P) 324 27 70 227 118 10551% 67% 68% 46% 36% 66%
NONE OF THESE 220 9 22 188 153 3635% 24% 22% 38% 47% 22%
Base for stats 632 40 103 489 326 159Mean number of difficulties 3.2 4.4 4.3 2.9 2.1 4.5Standard deviation 3.71 3.89 3.61 3.66 3.01 4.27Standard error .13 .57 .33 .14 .15 .26
Prepared by Critical Research : 0203 643 9043 Page 14
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 7
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Arranging the switch so that you were not paying foryour old and new services at the same time (P) 26 3 4 19 4 15
15% 43% 18% 14% 5% 24%
Contacting your previous provider 30 2 1 27 10 1718% 29% 4% 20% 14% 26%
Arranging the switch so that you always had access toyour services (P) 21 3 2 16 5 11
12% 43% 7% 12% 7% 17%
Getting a better deal with your previous provider 42 1 3 38 16 2225% 14% 11% 28% 21% 34%
Cancelling your previous service (P) 27 2 5 20 3 1716% 29% 21% 14% 5% 25%
Understanding the relevant steps required to switchprovider 15 - 3 11 2 9
9% -% 14% 8% 3% 13%
Contacting your new provider 18 2 1 15 6 910% 29% 4% 11% 8% 14%
Finding time to research the market 14 - 2 12 3 98% -% 7% 9% 4% 13%
Prepared by Critical Research : 0203 643 9043 Page 15
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 7
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Resolving billing issues with your previous provider 22 1 3 19 6 1213% 14% 11% 13% 8% 19%
Getting the switch to happen on the date you wanted (P) 12 - 3 10 2 87% -% 11% 7% 3% 12%
Your previous provider trying to persuade you to stay 18 1 3 14 3 1211% 14% 11% 10% 4% 18%
Having new equipment installed by the new provider 11 1 - 10 2 87% 14% -% 7% 3% 13%
Paying the charge to exit your contract early 7 1 2 5 1 44% 14% 7% 3% 1% 6%
Other devices or products you own not working with thenew service 9 1 2 6 2 5
5% 14% 7% 5% 2% 7%
Setting up a new online account 6 - - 6 1 54% -% -% 4% 2% 7%
Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 6 - - 6 1 5
3% -% -% 4% 1% 8%
Prepared by Critical Research : 0203 643 9043 Page 16
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 7
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Comparing what different providers are offering 12 1 2 9 2 77% 14% 7% 7% 3% 11%
Returning your previous provider’s equipment 9 - 2 7 1 75% -% 7% 5% 1% 10%
Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 9 1 1 7 1 6
5% 14% 4% 5% 1% 10%
Paying a disconnection charge to your previous provider 4 - - 4 - 42% -% -% 3% -% 6%
ANY PROCESS DIFFICULTIES (P) 48 3 10 34 11 2328% 57% 43% 25% 15% 35%
NONE OF THESE 78 3 12 64 42 2246% 43% 50% 46% 57% 34%
Base for stats 169 6 24 139 73 65Mean number of difficulties 1.9 2.9 1.5 1.9 1.0 3.0Standard deviation 3.09 3.23 1.90 3.25 1.60 4.20Standard error .20 1.22 .36 .23 .16 .40
Prepared by Critical Research : 0203 643 9043 Page 17
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 8
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Cancelling your previous service (P) 53 3 8 43 18 2431% 43% 32% 31% 25% 37%
Arranging the switch so that you were not paying foryour old and new services at the same time (P) 43 2 7 34 16 18
25% 29% 29% 25% 22% 28%
Arranging the switch so that you always had access toyour services (P) 39 2 9 29 14 15
23% 29% 36% 21% 19% 23%
Understanding the relevant steps required to switchprovider 39 3 3 33 12 21
23% 43% 14% 23% 16% 32%
Finding time to research the market 34 4 4 25 12 1320% 71% 18% 18% 16% 20%
Contacting your previous provider 36 2 8 26 10 1721% 29% 32% 19% 13% 25%
Contacting your new provider 21 3 6 12 6 612% 43% 25% 9% 8% 10%
Getting the switch to happen on the date you wanted (P) 21 2 1 18 8 1012% 29% 4% 13% 11% 15%
Prepared by Critical Research : 0203 643 9043 Page 18
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 8
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Your previous provider trying to persuade you to stay 23 2 3 18 7 1113% 29% 11% 13% 10% 17%
Comparing what different providers are offering 18 2 3 14 6 811% 29% 11% 10% 8% 12%
Other devices or products you own not working with thenew service 5 1 1 3 2 1
3% 14% 4% 2% 3% 2%
Resolving billing issues with your previous provider 10 1 3 6 3 36% 14% 14% 4% 4% 5%
Setting up a new online account 12 2 1 10 6 47% 29% 4% 7% 8% 6%
Getting a better deal with your previous provider 16 1 2 13 8 69% 14% 7% 10% 10% 9%
Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 14 - 3 12 6 6
9% -% 11% 9% 8% 9%
Returning your previous provider’s equipment 23 2 5 16 7 914% 29% 21% 12% 9% 14%
Prepared by Critical Research : 0203 643 9043 Page 19
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 8
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Paying the charge to exit your contract early 8 1 2 5 3 25% 14% 7% 4% 4% 4%
Paying a disconnection charge to your previous provider 10 - 3 7 4 36% -% 11% 5% 6% 5%
Having new equipment installed by the new provider 14 1 5 8 3 48% 14% 21% 5% 5% 6%
Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 9 - 1 9 4 4
6% -% 4% 6% 6% 6%
ANY PROCESS DIFFICULTIES (P) 94 4 16 73 35 3956% 71% 68% 53% 47% 59%
NONE OF THESE 49 - 4 45 28 1729% -% 18% 32% 38% 26%
Base for stats 169 6 24 139 73 65Mean number of difficulties 2.6 5.0 3.1 2.5 2.1 2.9Standard deviation 2.60 2.75 2.39 2.58 2.40 2.74Standard error .17 1.04 .45 .18 .25 .26
Prepared by Critical Research : 0203 643 9043 Page 20
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 9
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Cancelling your previous service (P) 80 4 13 63 22 4147% 71% 54% 45% 30% 63%
Arranging the switch so that you were not paying foryour old and new services at the same time (P) 69 4 11 53 20 34
41% 71% 46% 38% 27% 52%
Arranging the switch so that you always had access toyour services (P) 60 4 10 45 19 26
35% 71% 43% 32% 26% 40%
Contacting your previous provider 66 3 9 54 20 3439% 57% 36% 39% 27% 52%
Understanding the relevant steps required to switchprovider 53 3 7 44 14 30
32% 43% 29% 32% 19% 45%
Finding time to research the market 47 4 6 37 15 2228% 71% 25% 27% 20% 33%
Contacting your new provider 38 4 7 27 11 1623% 71% 29% 19% 15% 24%
Getting a better deal with your previous provider 58 2 4 52 23 2834% 29% 18% 37% 32% 43%
Prepared by Critical Research : 0203 643 9043 Page 21
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 9
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Getting the switch to happen on the date you wanted (P) 33 2 3 28 10 1820% 29% 14% 20% 14% 27%
Your previous provider trying to persuade you to stay 40 3 5 33 10 2324% 43% 21% 24% 13% 35%
Resolving billing issues with your previous provider 32 2 6 24 9 1519% 29% 25% 17% 12% 24%
Comparing what different providers are offering 30 3 4 23 8 1518% 43% 18% 16% 11% 22%
Other devices or products you own not working with thenew service 14 2 3 10 4 6
8% 29% 11% 7% 5% 9%
Setting up a new online account 18 2 1 16 7 911% 29% 4% 11% 9% 14%
Paying the charge to exit your contract early 15 2 3 10 4 69% 29% 14% 7% 5% 10%
Having new equipment installed by the new provider 25 2 5 18 5 1215% 29% 21% 13% 7% 19%
Returning your previous provider’s equipment 32 2 7 24 8 1619% 29% 29% 17% 11% 24%
Prepared by Critical Research : 0203 643 9043 Page 22
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 9
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 239 7 28 204 94 110
Effective Weighted Sample 232 7 28 199 93 110
Total 169 6 24 139 73 65
Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 23 1 3 19 7 12
14% 14% 14% 14% 9% 19%
Paying a disconnection charge to your previous provider 14 - 3 11 4 78% -% 11% 8% 6% 11%
Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 15 - 1 14 5 9
9% -% 4% 10% 7% 14%
ANY PROCESS DIFFICULTIES (P) 112 5 19 87 37 5066% 86% 79% 63% 50% 77%
NONE OF THESE 35 - 3 31 22 1021% -% 14% 23% 30% 15%
Base for stats 169 6 24 139 73 65Mean number of difficulties 4.5 7.9 4.6 4.4 3.1 5.8Standard deviation 4.29 4.70 3.59 4.35 3.60 4.66Standard error .28 1.78 .68 .30 .37 .44
Prepared by Critical Research : 0203 643 9043 Page 23
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 10
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q43. While considering switching your [SERVICE/S], which of these did you do?
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Compare what different providers were offering 386 228 15865% 68% 61%
Try to negotiate a better deal with your current provider 280 138 14347% 41% 55%
Contact your current provider 264 143 12144% 42% 46%
Experience your current provider trying to persuade youto stay 144 75 69
24% 22% 27%
Find out what you need to do in order to switch 138 74 6423% 22% 25%
Contact any potential new providers 135 74 6223% 22% 24%
TYPES OF CONTACT WITH CURRENT PROVIDER 405 208 19768% 62% 76%
CONTACTED CURRENT PROVIDER INCLUDINGCURRENT PROVIDER PERSUADING YOU TO STAYAND TRY TO NEGOTIATE A BETTER DEAL WITHYOUR CURRENT PROVIDER 405 208 197
68% 62% 76%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 10
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q43. While considering switching your [SERVICE/S], which of these did you do?
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
CONTACTED CURRENT PROVIDER EXCLUDINGCURRENT PROVIDER PERSUADING YOU TO STAY 374 192 182
63% 57% 70%
CONTACTED CURRENT PROVIDER EXCLUDINGTRY TO NEGOTIATE A BETTER DEAL WITH YOURCURRENT PROVIDER 315 168 146
53% 50% 56%
None of these 26 16 104% 5% 4%
Can’t remember 11 8 32% 2% 1%
Prepared by Critical Research : 0203 643 9043 Page 25
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
I negotiated/ accepted a deal with my current provider 325 162 16354% 48% 62%
Current provider is still the best deal/ cheapest 276 154 12146% 46% 46%
Current provider has the best quality of service 216 123 9336% 36% 36%
Prefer to stay with a trusted/ known provider 208 115 9335% 34% 36%
There wasn’t enough cost difference for it to be worthswitching 201 107 94
34% 32% 36%
Didn’t want to pay the initial connection/ start-up fees/equipment costs 181 97 83
30% 29% 32%
Worried that the service wouldn’t be as good with a newprovider 173 96 76
29% 29% 29%
Worried about being without the broadband serviceduring the switch (P) 168 88 80
28% 26% 31%
Did not want to lose my phone number 127 71 5621% 21% 22%
Prepared by Critical Research : 0203 643 9043 Page 26
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Problems/ issues with current provider are notsufficiently bad/ frequent to switch 126 77 49
21% 23% 19%
Did not want to pay disconnection charges 121 66 5520% 20% 21%
Concern about arranging for the old and new services tostart and stop at the same time (P) 120 68 52
20% 20% 20%
I was still in a contract so couldn’t leave/ would have topay to leave 109 57 52
18% 17% 20%
Worried that I might have to pay two providers at thesame time (P) 103 53 50
17% 16% 19%
It’s too time consuming to go through the process ofswitching from one provider to another 103 59 44
17% 17% 17%
Lack of choice 100 47 5217% 14% 20%
Didn’t want to lose content (programmes, apps, photos,data) stored on my device 96 42 54
16% 13% 21%
Prepared by Critical Research : 0203 643 9043 Page 27
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Worried about being without the fixed line phone serviceduring the switch (P) 95 52 43
16% 15% 17%
Difficulty comparing what other providers were offering 89 50 3915% 15% 15%
Worried that other devices or products I own would notwork with a new service 88 42 45
15% 13% 17%
Hassle of needing to contact more than one provider toswitch 85 46 39
14% 14% 15%
Did not want to lose the email address I had from mybroadband provider 83 48 35
14% 14% 13%
Bad experience when switching other services (e.g. gas,electric, car insurance) previously 82 45 37
14% 13% 14%
Did not want to have to get an engineer to install newequipment 81 40 41
14% 12% 16%
Bad experience when switching communication servicespreviously 81 41 39
13% 12% 15%
Prepared by Critical Research : 0203 643 9043 Page 28
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Did not want to have to install new equipment myself 76 43 3213% 13% 12%
Difficulty cancelling my current service (P) 72 38 3412% 11% 13%
Difficulty when contacting my current provider 69 33 3512% 10% 14%
Difficulty when contacting potential new providers 68 36 3211% 11% 12%
Didn’t want to have to learn to use a new service 68 35 3211% 10% 12%
Could not get permission to install new equipmentwhere I live (e.g. cables, satellite dish) 66 31 35
11% 9% 13%
Would take too long to research the market 64 33 3011% 10% 12%
Not knowing what to do to switch 61 36 2510% 11% 9%
Prepared by Critical Research : 0203 643 9043 Page 29
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Didn’t want to lose specific benefits, uses such aswatching ‘on the go’ or channels that come with mycurrent package 58 - 58
10% -% 22%
Worried about being without the Pay TV service duringthe switch (P) 46 - 46
8% -% 18%
ANY PROCESS FACTORS (P) 255 134 12143% 40% 46%
NONE OF THESE 30 20 105% 6% 4%
Base for stats 598 338 261Mean number of factors 6.8 6.3 7.5Standard deviation 6.41 5.89 6.99Standard error .25 .32 .38
Prepared by Critical Research : 0203 643 9043 Page 30
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Prefer to stay with a trusted/ known provider 203 109 9334% 32% 36%
Current provider has the best quality of service 189 105 8432% 31% 32%
Worried that the service wouldn’t be as good with a newprovider 189 98 90
32% 29% 35%
Concern about arranging for the old and new services tostart and stop at the same time (P) 187 103 84
31% 31% 32%
There wasn’t enough cost difference for it to be worthswitching 187 110 76
31% 33% 29%
Didn’t want to pay the initial connection/ start-up fees/equipment costs 175 91 84
29% 27% 32%
Worried about being without the broadband serviceduring the switch (P) 170 98 72
28% 29% 28%
Problems/ issues with current provider are notsufficiently bad/ frequent to switch 169 79 90
28% 23% 35%
Prepared by Critical Research : 0203 643 9043 Page 31
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Hassle of needing to contact more than one provider toswitch 161 87 75
27% 26% 29%
Did not want to have to get an engineer to install newequipment 161 86 76
27% 25% 29%
Current provider is still the best deal/ cheapest 157 84 7326% 25% 28%
Difficulty comparing what other providers were offering 153 79 7426% 23% 28%
It’s too time consuming to go through the process ofswitching from one provider to another 152 77 75
25% 23% 29%
Didn’t want to have to learn to use a new service 142 78 6424% 23% 25%
Worried that I might have to pay two providers at thesame time (P) 142 77 65
24% 23% 25%
Lack of choice 139 76 6323% 22% 24%
Did not want to have to install new equipment myself 137 71 6623% 21% 25%
Prepared by Critical Research : 0203 643 9043 Page 32
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Did not want to pay disconnection charges 137 76 6123% 22% 23%
Worried that other devices or products I own would notwork with a new service 135 79 56
23% 23% 22%
Worried about being without the fixed line phone serviceduring the switch (P) 132 78 55
22% 23% 21%
Didn’t want to lose content (programmes, apps, photos,data) stored on my device 128 58 70
21% 17% 27%
Did not want to lose my phone number 126 70 5621% 21% 22%
Difficulty cancelling my current service (P) 126 61 6521% 18% 25%
Difficulty when contacting potential new providers 124 68 5621% 20% 22%
Would take too long to research the market 124 71 5321% 21% 20%
Prepared by Critical Research : 0203 643 9043 Page 33
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Bad experience when switching other services (e.g. gas,electric, car insurance) previously 120 68 52
20% 20% 20%
Not knowing what to do to switch 111 55 5618% 16% 21%
Difficulty when contacting my current provider 109 60 4918% 18% 19%
I negotiated/ accepted a deal with my current provider 109 65 4418% 19% 17%
Bad experience when switching communication servicespreviously 107 57 50
18% 17% 19%
Did not want to lose the email address I had from mybroadband provider 102 52 50
17% 15% 19%
I was still in a contract so couldn’t leave/ would have topay to leave 99 49 50
17% 15% 19%
Could not get permission to install new equipmentwhere I live (e.g. cables, satellite dish) 76 43 33
13% 13% 13%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Didn’t want to lose specific benefits, uses such aswatching ‘on the go’ or channels that come with mycurrent package 69 - 69
12% -% 27%
Worried about being without the Pay TV service duringthe switch (P) 67 - 67
11% -% 26%
ANY PROCESS FACTORS (P) 357 194 16360% 57% 62%
NONE OF THESE 48 27 228% 8% 8%
Base for stats 598 338 261Mean number of factors 8.0 7.5 8.8Standard deviation 7.03 6.73 7.34Standard error .27 .36 .40
Prepared by Critical Research : 0203 643 9043 Page 35
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
I negotiated/ accepted a deal with my current provider 434 227 20773% 67% 79%
Current provider is still the best deal/ cheapest 432 238 19472% 71% 75%
Prefer to stay with a trusted/ known provider 411 224 18769% 66% 72%
Current provider has the best quality of service 406 228 17768% 68% 68%
There wasn’t enough cost difference for it to be worthswitching 388 217 170
65% 64% 65%
Worried that the service wouldn’t be as good with a newprovider 361 195 167
60% 58% 64%
Didn’t want to pay the initial connection/ start-up fees/equipment costs 355 188 167
59% 56% 64%
Worried about being without the broadband serviceduring the switch (P) 338 186 152
56% 55% 58%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Concern about arranging for the old and new services tostart and stop at the same time (P) 307 171 136
51% 51% 52%
Problems/ issues with current provider are notsufficiently bad/ frequent to switch 295 155 140
49% 46% 54%
Did not want to pay disconnection charges 257 142 11643% 42% 44%
It’s too time consuming to go through the process ofswitching from one provider to another 255 136 119
43% 40% 46%
Did not want to lose my phone number 253 141 11342% 42% 43%
Hassle of needing to contact more than one provider toswitch 246 133 113
41% 39% 43%
Worried that I might have to pay two providers at thesame time (P) 245 130 115
41% 38% 44%
Did not want to have to get an engineer to install newequipment 242 126 116
41% 37% 45%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Difficulty comparing what other providers were offering 241 129 11340% 38% 43%
Lack of choice 239 123 11640% 36% 44%
Worried about being without the fixed line phone serviceduring the switch (P) 228 130 98
38% 38% 38%
Didn’t want to lose content (programmes, apps, photos,data) stored on my device 224 100 124
38% 30% 48%
Worried that other devices or products I own would notwork with a new service 223 121 102
37% 36% 39%
Did not want to have to install new equipment myself 213 114 9936% 34% 38%
Didn’t want to have to learn to use a new service 210 113 9635% 34% 37%
I was still in a contract so couldn’t leave/ would have topay to leave 208 106 102
35% 31% 39%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Bad experience when switching other services (e.g. gas,electric, car insurance) previously 203 113 89
34% 34% 34%
Difficulty cancelling my current service (P) 198 99 9933% 29% 38%
Difficulty when contacting potential new providers 192 104 8832% 31% 34%
Bad experience when switching communication servicespreviously 188 98 89
31% 29% 34%
Would take too long to research the market 188 104 8331% 31% 32%
Did not want to lose the email address I had from mybroadband provider 185 100 85
31% 30% 33%
Difficulty when contacting my current provider 178 93 8530% 28% 33%
Not knowing what to do to switch 172 92 8029% 27% 31%
Could not get permission to install new equipmentwhere I live (e.g. cables, satellite dish) 143 75 68
24% 22% 26%
Prepared by Critical Research : 0203 643 9043 Page 39
SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
Didn’t want to lose specific benefits, uses such aswatching ‘on the go’ or channels that come with mycurrent package 127 - 127
21% -% 49%
Worried about being without the Pay TV service duringthe switch (P) 113 - 113
19% -% 43%
ANY PROCESS FACTORS (P) 424 229 19471% 68% 75%
NONE OF THESE 9 5 41% 1% 1%
Base for stats 598 338 261Mean number of factors 14.9 13.8 16.3Standard deviation 10.08 9.62 10.50Standard error .39 .52 .57
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 14
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
SUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITH
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
MAJOR DIFFICULTIES
Contacting your previous provider 30 2 1 27 10 175% 4% 1% 6% 3% 11%
Cancelling your previous service 76 8 15 53 15 3612% 20% 15% 11% 4% 22%
Your previous provider trying to persuade you to stayamong those who contacted their previous provider 18 1 3 14 3 12
3% 2% 3% 3% 1% 7%
ANY OF THESE 96 9 16 71 25 4315% 22% 16% 15% 8% 27%
MINOR DIFFICULTIES
Contacting your previous provider 36 2 8 26 10 176% 4% 8% 5% 3% 10%
Cancelling your previous service 138 9 33 96 48 4722% 24% 32% 20% 15% 29%
Your previous provider trying to persuade you to stayamong those who contacted their previous provider 23 2 3 18 7 11
4% 4% 3% 4% 2% 7%
ANY OF THESE 160 11 38 111 54 5625% 28% 37% 23% 17% 35%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 14
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
SUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITH
Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers
SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)
TOTALSTANDALONE
LANDLINESTANDALONEBROADBAND
BOTHLANDLINE
ANDBROADBAND ORS CPS
Unweighted total 855 46 120 689 416 268
Effective Weighted Sample 833 46 120 671 410 268
Total 632 40 103 489 326 159
MAJOR OR MINOR DIFFICULTIES
Contacting your previous provider 66 3 9 54 20 3410% 9% 8% 11% 6% 21%
Cancelling your previous service 214 17 48 149 63 8234% 43% 47% 30% 19% 52%
Your previous provider trying to persuade you to stayamong those who contacted their previous provider 40 3 5 33 10 23
6% 7% 5% 7% 3% 14%
ANY OF THESE 230 18 50 163 71 8836% 46% 48% 33% 22% 56%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 15
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
SUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
MAJOR FACTORS
Difficulty when contacting my current provider 69 33 3512% 10% 14%
Difficulty cancelling my current service 72 38 3412% 11% 13%
Hassle of needing to contact more than one provider toswitch 85 46 39
14% 14% 15%
ANY OF THESE 143 76 6724% 22% 26%
MINOR FACTORS
Difficulty when contacting my current provider 109 60 4918% 18% 19%
Difficulty cancelling my current service 126 61 6521% 18% 25%
Hassle of needing to contact more than one provider toswitch 161 87 75
27% 26% 29%
ANY OF THESE 247 132 11541% 39% 44%
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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 15
Any break column with a base size lower than 100 has been removed as margins of error become too great. Data is tested at the 95% confidence level.
SUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER
Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months
DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY
Unweighted total 681 343 338
Effective Weighted Sample 671 343 338
Total 598 338 261
MAJOR OR MINOR FACTORS
Difficulty when contacting my current provider 178 93 8530% 28% 33%
Difficulty cancelling my current service 198 99 9933% 29% 38%
Hassle of needing to contact more than one provider toswitch 246 133 113
41% 39% 43%
ANY OF THESE 303 163 14051% 48% 54%
Prepared by Critical Research : 0203 643 9043 Page 44
tabstest pp1-44.pdfTable of ContentsQ34A. Did you want the break in service for your Landline phone/ line rental when you switched?Q34B. Did you want the break in service for your Fixed broadband when you switched?Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you–Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ43. While considering switching your [SERVICE/S], which of these did you do?Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDERQ44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDERQ44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDERSUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITHSUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER