2024 Switching Experience Tracker Technical Report

The 2024 Switching Experience Tracker Technical Report presents findings from a study conducted by Critical Research on behalf of Ofcom. The study involved 3,207 interviews with service decision makers who had experience in switching providers for various communication services. The research focused on four key markets: mobile, dual play, triple play, and standalone Pay TV. The report outlines the objectives of tracking motivations for switching, barriers faced, and the experiences of those who decided not to switch. It details the methodology, including the segmentation of respondents into specific groups based on their switching behaviors and processes. Additionally, the report discusses the weighting applied to the data to ensure robust sample sizes within sub-groups. The findings provide insights into the dynamics of provider switching in the UK communications market over the past year, reflecting changes in consumer behavior and market conditions.