Switching Tracker

Award outcome

Description

Ofcom is the regulator for the UK communications industries with responsibilities across television, radio, telecommunications and wireless communications services. Strategic priorities outlined in Ofcom's 2023 annual plan include our duty to ensure fairness for consumers, to promote competition and to ensure markets work effectively for consumers. We must also continue to monitor the effectiveness of annual best tariff and end of tariff notifications, as well as measure participation levels, switching incidence and ease of switching in each market. The Switching Tracker ("ST) is Ofcom's key data source on consumer engagement with communication providers including switching levels across the communications markets (landline, mobile, fixed broadband and multi-channel/pay TV). Since 2010 Ofcom has run this tracking study among UK decision makers aged 16+ in each market. The communications markets continue to evolve in terms of services available, types and length of contracts, and purchasing and payment options (e.g. bundling and prepayment). Furthermore, the activities people use their services and devices for are changing, as is their reliance on these services. All of these aspects and many others have the ability to impact consumer engagement and switching behaviour. Ofcom's research needs to understand not only how many people are switching and engaging in each market but also the drivers and barriers to doing so. Ofcom is procuring a quantitative study tracking consumer engagement, switching and provider/service satisfaction levels among UK decision makers in each market, including those who purchase services as part of the bundle or as "standalone" services. This covers landline, mobile, fixed broadband and pay TV.

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