ESRI Research Bulletin

Stick or switch? Consumer switching in 14 retail markets across Europe

ESRI Research Bulletin Articles provide short summaries of work published by ESRI researchers and overviews of thematic areas covered by ESRI programmes of research. Bulletin Articles are designed to be easily accessible to a wide readership. A reference or references to the full publication is included at the start of each Bulletin article.

August 15, 2019
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New research looks at consumers’ switching behaviour between different products and/or suppliers for services including telecoms, energy and insurance. Consumers who said they complained to an official third party are over four times more likely to switch to a new product/supplier than those who did not make a complaint.