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Heartbreak for providers as two thirds of consumers plan to leave for rivals this year

  • More than two thirds (69%) of consumers plan to leave a household provider for a rival company this year****

  • 26% plan to dump their car insurance provider and 24% plan to switch broadband, mobile or energy supplier

  • Women are quicker than men to walk out on providers who offer poor service****

  • On average, consumers’ relationships with broadband providers last four years, mobile phone and energy supplier five years, and current account provider 12 years****

  • Scottish consumers are the most loyal in the UK, sticking with providers for an average of seven years compared with Londoners who change after just five****

  • Mischarging is customers’ top reason for changing suppliers****.

Household providers including energy, broadband and insurance companies are set for heartbreak as two thirds (69%) of consumers will move to rivals this year, according to a survey for Uswitch.com, the independent price comparison and switching service.

A quarter of those questioned admit they will dump their car insurance provider (26%), broadband provider (24%), mobile operator (24%) or energy supplier (24%). A further one in ten will switch their credit card (11%) or bank account (10%) this year.

The statistics show that women have the least patience with bad providers, looking elsewhere after just seven months, compared to men who are happy to struggle on for nine.

The households questioned said that, on average, they switched broadband provider after four years, mobile phone or energy provider after five and bank account after 12 years. Scots are the UK’s most loyal customers, sticking with providers for around seven years compared to Londoners who are the country’s most fickle by changing suppliers every five.

The new figures also reveal that many companies are set to lose out because they’re getting the basics wrong, with over half of consumers (52%) citing mischarging as the top reason to look elsewhere. Other reasons include a lack of honesty (33%), lack of trust (31%) and poor communication (17%).

Average length of time customers stay with suppliers

Supplier/providerAverage length of relationship
Car insurance provider3 years
Broadband provider4 years
Mobile phone provider5 years
Energy supplier5 years
Credit card provider7 years
Current account12 years

Source: Uswitch.com survey

Tom Lyon, consumer expert at Uswitch.com, says: “Consumers have a right to expect fair prices, accurate bills and decent service but today’s figures suggest many suppliers are falling well short of expectations. Providers need to prove how much they value their customers – or risk losing market share to rivals.

“There is no excuse for putting up with uncompetitive prices, inaccurate bills or sub-standard service – so if you’re not happy with a provider shop around for a better deal.”

FOR MORE INFORMATION

Jason Wakeford

Phone: 0203 872 5612

Email: jason.wakeford@uswitch.com

Twitter: @UswitchPR

Notes to editors

Research was conducted by Censuswide between 1st and 2nd February 2016, among 2,000 consumers in the UK.

  1. *When asked ‘Which of the following are you most likely to switch this year?’ 69% ticked a listed supplier or provider

  2. *When asked ‘Which of the following are you most likely to switch this year?’ 26% answered ‘Car insurance provider’, 24% answered ‘Broadband provider’, 24% answered ‘Gas / Electricity provider’ and 24% answered ‘Mobile phone provider’, 10% answered ‘Current bank account’ and 11% answered ‘Credit card provider’

  3. *When asked ‘How long would you put up with problems with your provider with each of the following? E.g Bad customer service, incorrect bills etc’ on average women answered seven months and men answered nine months

  4. *When asked ‘How long have you been with your:’ on average consumers answered 4 years for Broadband providers, 5 for mobile phone and energy providers and 12 years for their current bank account

  5. *When asked ‘How long have you been with your provider:’ respondents from Scotland averaged 7 years across all suppliers / providers and respondents from London averaged 5 years across all suppliers / providers

  6. When asked ‘Which would make you end your contract with any of the following suppliers / utility providers?’ 52.2% answered Mischarging, 32.7% answered ‘Lack of honesty’, 30.7% answered ‘Lack of trust’, 16.5% answered ‘Lack of communication’ and 11.4% answered ‘Lack of understanding’

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About Uswitch

Uswitch is the UK’s top comparison website for home services switching. Launched in September 2000, we help consumers save money on their gas, electricity, broadband, mobile, TV, and financial services products and get more of what matters to them. Last year we saved consumers over £373 million on their energy bills alone.

Uswitch is part of RVU, a new business that also owns Money.co.uk and Bankrate.

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