SWITCHING EXPERIENCE TRACKER 2018 - WAVE 1 (FEBRUARY … · SWITCHING EXPERIENCE TRACKER 2018 -...

SWITCHING EXPERIENCE TRACKER 2018 - WAVE 1 (FEBRUARY TO MARCH 2018) AND WAVE 2 (JULY TO SEPTEMBER 2018)

QUOTA GROUP - SWITCHED IN LAST SIX MONTHS ................................................................................................................................................................................................................................................................................................................................... 1Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

QUOTA GROUP - DECIDED NOT TO SWITCH IN LAST SIX MONTHS ........................................................................................................................................................................................................................................................................................................ 5Base: Those interviewed about deciding not to switch

S16. RESPONDENT'S GENDER ..................................................................................................................................................................................................................................................................................................................................................................... 9Base: All eligible respondents (switched or decided not to switch)

S17. RESPONDENT'S AGE ............................................................................................................................................................................................................................................................................................................................................................................ 13Base: All eligible respondents (switched or decided not to switch)

S17. SUMMARY OF AGE GROUPS ............................................................................................................................................................................................................................................................................................................................................................... 17Base: All eligible respondents (switched or decided not to switch)

S18/S19. And where do you normally live? ..................................................................................................................................................................................................................................................................................................................................................... 21Base: All eligible respondents (switched or decided not to switch)

URBANITY ....................................................................................................................................................................................................................................................................................................................................................................................................... 28Base: All eligible respondents (switched or decided not to switch)

SOCIO-ECONOMIC GROUP .......................................................................................................................................................................................................................................................................................................................................................................... 32Base: All eligible respondents (switched or decided not to switch)

SUMMARY OF SEG ........................................................................................................................................................................................................................................................................................................................................................................................ 36Base: All eligible respondents (switched or decided not to switch)

S5A. Which provider is your MAIN one for Mobile? ......................................................................................................................................................................................................................................................................................................................................... 40Base: Those interviewed about their mobile phone service

S11. And when you switched your Mobile Phone service, did you...? ............................................................................................................................................................................................................................................................................................................. 48Base: Those interviewed about switching their mobile phone service in the last six months

s13A. So thinking just about the last six months, which of these applies to you in terms of your Mobile Phone service provider? ................................................................................................................................................................................................................ 52Base: Those interviewed about deciding not to switch their mobile phone service in the last six months

S5B/C/D. Which provider is your MAIN one for (DUAL PLAY/ TRIPLE PLAY SERVICES)? .......................................................................................................................................................................................................................................................................... 56Base: Those interviewed about their Dual Play (Fixed line and Fixed broadband) service or their Triple Play (Fixed line and Fixed broadband and Pay TV) service

S11. And when you switched your Landline phone/ line rental service, did you...? ......................................................................................................................................................................................................................................................................................... 64Base: Those interviewed about switching their Dual Play (Fixed line and Fixed broadband) service or their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

s13C. So thinking just about the last six months, which of these applies to you in terms of your Landline phone or line rental and Fixed broadband? ................................................................................................................................................................................ 68Base: Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service in the last six months

s13D. So thinking just about the last six months, which of these applies to you in terms of your Landline phone or line rental, Fixed broadband and Pay TV Service (via satellite, cable or broadband)? ............................................................................................... 72Base: Those interviewed about deciding not to switch their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

S5D. Which provider is your MAIN one for Pay TV (via satellite, cable or broadband)? ................................................................................................................................................................................................................................................................................. 76Base: Those interviewed about their Pay TV service

s13B/ S14. So thinking just about the last six months, which of these applies to you in terms of your Pay TV Service (via satellite, cable or broadband)?/ S14 And thinking beyond the past six months, have you started looking but decided againstswitching to another Pay TV provider in the last 2 years? ............................................................................................................................................................................................................................................................................................................................... 80Base: Those interviewed about deciding not to switch their Pay TV service in the last six months or the last 7-24 months

S9. So when you switched your [SERVICES SWITCHED], did you make this change of provider at the same time as moving home? ........................................................................................................................................................................................................ 84Base: Those interviewed about their switching experience (except mobile) in the last six months


Q1. Which of these best describes the main mobile phone package you personally use and pay for now from [CURRENT PROVIDER]? .................................................................................................................................................................................................. 88Base: Those interviewed about their mobile phone service

Q2. And when you switched from [PREVIOUS PROVIDER] what type of mobile phone package you did you switch from? ......................................................................................................................................................................................................................... 92Base: Those interviewed about switching their mobile phone service in the last six months

PREVIOUS AND CURRENT MOBILE PHONE PACKAGES .......................................................................................................................................................................................................................................................................................................................... 96Base: Those interviewed about switching their mobile phone service in the last six months

Q3. Which of these best describes your original preference for keeping your number when you switched mobile phone service provider? ................................................................................................................................................................................................ 100Base: Those interviewed about switching their mobile phone service in the last six months

Q4. Thinking back to when you switched your mobile provider, did you at any point request a code (called a PAC or Port Authorisation Code) from your previous provider to give to your new provider which would have allowed you to keep your oldmobile phone .................................................................................................................................................................................................................................................................................................................................................................................................. 104Base: Those interviewed about switching their mobile phone service in the last six months who changed their mobile number when switching

Q6. Which, if any, of these were reasons you changed your mobile number? ............................................................................................................................................................................................................................................................................................... 108Base: Those interviewed about switching their mobile phone service in the last six months who changed their mobile number when switching and noted some preference to keep their number

Q7. To have kept your mobile number, you needed to get a code (called a PAC or Port Authorisation Code) from your previous provider to give to your new provider. Which of these best describes what you did? .......................................................................... 112Base: Those interviewed about switching their mobile phone service in the last six months who kept their mobile number when switching

Q8. Which of these best describes the Fixed broadband service your household has from [CURRENT PROVIDER]? ................................................................................................................................................................................................................................ 116Base: Those interviewed about their Dual Play (Fixed line and Fixed broadband) service or their Triple Play (Fixed line and Fixed broadband and Pay TV) service

Q9. And which of these best describes the Fixed broadband service your household had previously from [PREVIOUS PROVIDER]? ....................................................................................................................................................................................................... 120Base: Those interviewed about switching their Dual Play (Fixed line and Fixed broadband) service or their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

FIXED BROADBAND SPEED FROM CURRENT PROVIDER COMPARED TO PREVIOUS PROVIDER ................................................................................................................................................................................................................................................... 124Base: Those interviewed about switching their Dual Play (Fixed line and Fixed broadband) service or their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

Q10. Thinking back to when you switched your (SERVICE/S) from [PREVIOUS PROVIDER] to [CURRENT PROVIDER], did you cancel with [PREVIOUS PROVIDER] or did [CURRENT PROVIDER] do this? ............................................................................... 128Base: Those interviewed about switching their Dual Play service or their Triple Play service involving Openreach (ORS) in the last six months

Q11. When you cancelled your service with your old provider, did you know that your new provider could have done this for you? ............................................................................................................................................................................................................ 132Base: Those interviewed about switching their Dual Play service or their Triple Play service involving Openreach (ORS) in the last six months who cancelled the services with their previous provider

Q12. Why did you cancel the service with [PREVIOUS PROVIDER] rather than getting [CURRENT PROVIDER] to arrange the transfer for you? .................................................................................................................................................................................... 136

Base: Those interviewed about switching their Dual Play service or their Triple Play service involving Openreach (ORS) in the last six months who cancelled the services with their previous provider who knew their new provider could have done this forthem

Q13. What made you first think about switching your provider/s? .................................................................................................................................................................................................................................................................................................................. 140Base: All eligible respondents (switched or decided not to switch)

Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you… ....................................................................................................................................................................................................................................................... 152Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you… ....................................................................................................................................................................................................................................................... 166Base: Those interviewed about switching their mobile phone service in the last six months who left their contract early/ before the end of their minimum contract period

Q15. You said you left your contract early. Did you have to pay a charge for leaving before the end of your minimum contract period? ..................................................................................................................................................................................................... 174Base: Those interviewed about their switching experience in the last six months who left their contract early/ before the end of their minimum contract period

Q15. You said you left your contract early. Did you have to pay a charge for leaving before the end of your minimum contract period? ..................................................................................................................................................................................................... 178Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

SUMMARY OF CHARGES FROM PREVIOUS PROVIDER .......................................................................................................................................................................................................................................................................................................................... 182Base: Those interviewed about their switching experience in the last six months - including movers and other switchers


Q16. When did you find out you had to pay a charge for leaving before the end of your minimum contract period (i.e. an ‘early termination charge’)? .............................................................................................................................................................................. 186Base: Those interviewed about their switching experience in the last six months who left their contract early/ before the end of their minimum contract period and who had to pay an 'early termination charge'

Q17. When did you find out you had to pay any disconnection charges to your previous provider? .............................................................................................................................................................................................................................................................. 190Base: Those interviewed about their switching experience in the last six months who found out they had to pay any disconnection charges to their previous provider

Q18. When did you find out you had to pay any charges for not returning equipment to your previous provider? ........................................................................................................................................................................................................................................ 194Base: Those interviewed about their switching experience in the last six months who found out they had to pay a charge for not returning equipment to their previous provider

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER .............................................................................................................................................................................................................................................................. 198Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................... 214Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ........................................................................................................................................................................................................................................... 230Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ........................................................................................................................................................................................................................................... 246Base: Those interviewed about switching their mobile phone service in the last six months

Q19A/B/C. EXPERIENCED NO DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ..................................................................................................................................................................................................................................................................... 249Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER (BASED ON THOSE WITH EACH EXPERIENCE) .............................................................................................................................................................................. 264Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER (BASED ON THOSE WITH EACH EXPERIENCE) .............................................................................................................................................................................. 280Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER (BASED ON THOSE WITH EACH EXPERIENCE) .......................................................................................................................................................... 296Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED NO DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER (BASED ON THOSE WITH EACH EXPERIENCE) ..................................................................................................................................................................................... 312Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER .............................................................................................................................................................................................................................................................. 328Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - who made contact with the provider they were using at the time

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................... 343Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - 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 ........................................................................................................................................................................................................................................... 359Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - who made contact with the provider they were using at the time

Q19A/B/C. EXPERIENCED NO DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ..................................................................................................................................................................................................................................................................... 375Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - who made contact with the provider they were using at the time

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER (BASED ON THOSE WITH EACH EXPERIENCE) .............................................................................................................................................................................. 389Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - who made contact with the provider they were using at the time

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER (BASED ON THOSE WITH EACH EXPERIENCE) .............................................................................................................................................................................. 405Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - 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 (BASED ON THOSE WITH EACH EXPERIENCE) .......................................................................................................................................................... 421Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - who made contact with the provider they were using at the time

Q19A/B/C. EXPERIENCED NO DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER (BASED ON THOSE WITH EACH EXPERIENCE) ..................................................................................................................................................................................... 437Base: Those interviewed about their switching experience in the last six months - including movers and other switchers - who made contact with the provider they were using at the time


Q21. Which, if any, of these was the main thing that caused you difficulty when you switched? ................................................................................................................................................................................................................................................................... 453Base: Those who experienced any major difficulties when switching

Q21. Which, if any, of these was the main thing that caused you difficulty when you switched? ................................................................................................................................................................................................................................................................... 468Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q22. Before you switched, were you aware that there might be a period of time during which you would be unable to make or receive calls using your mobile number? ................................................................................................................................................ 484Base: Those interviewed about switching their mobile phone service in the last six months who kept their mobile number when switching

Q23. Were you aware that you would be given a SIM card with a temporary number that would allow you to use the new provider’s service while your number was being transferred from (OLD PROVIDER) to (NEW PROVIDER)? .............................................. 488Base: Those interviewed about switching their mobile phone service in the last six months who kept their mobile number when switching

Q24. When you switched, did you experience any period of time that you were unable to make or receive calls or text messages (IF PAC - using your number - so the number you were taking with you from (OLD PROVIDER) to (NEW PROVIDER))? .............. 492Base: Those interviewed about switching their mobile phone service in the last six months

Q25. Which of these applied? ......................................................................................................................................................................................................................................................................................................................................................................... 496Base: Those interviewed about switching their mobile phone service in the last six months who experienced any loss of service with their number

Q26. How long were you without a service? ................................................................................................................................................................................................................................................................................................................................................... 500Base: Those interviewed about switching their mobile phone service in the last six months who experienced any loss of service with their number

Q27. During the period when you were unable to use your mobile number fully, were you provided with a temporary mobile number from your new provider? ................................................................................................................................................................ 504Base: Those interviewed about switching their mobile phone service in the last six months who kept their mobile number when switching and who experienced any loss of service with their number

Q28. Were you provided with a temporary mobile number from your new provider? ..................................................................................................................................................................................................................................................................................... 508Base: Those interviewed about switching their mobile phone service in the last six months who kept their mobile number when switching and who did not experience any loss of service with their number

Q29. When you switched, did you experience any period of time without one or more of your services? ..................................................................................................................................................................................................................................................... 512Base: Those interviewed about their switching experience (except mobile) in the last six months

Q30. Which service or services did you lose for a period of time? ................................................................................................................................................................................................................................................................................................................. 516Base: Those interviewed about their switching experience (except mobile) in the last six months who experienced any period of time without one or more of their services

Q31. When you lost access to your Fixed broadband service did you also lose your Landline phone/ line rental service? .......................................................................................................................................................................................................................... 520

Base: Those interviewed about switching their Dual Play (Fixed line and Fixed broadband) service or their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months who lost their fixed broadband but not their fixed landlineservice

Q32. When you lost access to your Landline phone/ line rental service did you also lose your Fixed broadband service ............................................................................................................................................................................................................................ 524

Base: Those interviewed about switching their Dual Play (Fixed line and Fixed broadband) service or their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months who lost their fixed landline but not their fixed broadbandservice

Q33A. How long were you without your Landline phone/ line rental service? ................................................................................................................................................................................................................................................................................................ 528Base: Those interviewed about their switching experience who experienced any period of time without their fixed landline service

Q34A. Did you want the break in service for your Landline phone/ line rental when you switched? .............................................................................................................................................................................................................................................................. 532Base: Those interviewed about their switching experience who experienced any period of time without their fixed landline service

Q34A. Did you want the break in service for your Landline phone/ line rental when you switched? .............................................................................................................................................................................................................................................................. 536Base: Those interviewed about their switching experience involving landline in the last six months - including movers and other switchers

Q35A. Why did you have a period without your Landline phone/ line rental service? .................................................................................................................................................................................................................................................................................... 540Base: Those interviewed about their switching experience who experienced any period of time without their fixed landline service

Q35A. Why did you have a period without your Landline phone/ line rental service? .................................................................................................................................................................................................................................................................................... 545Base: Those interviewed about their switching experience who experienced any period of time without their fixed landline service and who did not want the break in service

Q33B. How long were you without your Fixed broadband service? ............................................................................................................................................................................................................................................................................................................... 549Base: Those interviewed about their switching experience who experienced any period of time without their fixed broadband service


Q34B. Did you want the break in service for your Fixed broadband when you switched? ............................................................................................................................................................................................................................................................................. 553Base: Those interviewed about their switching experience who experienced any period of time without their fixed broadband service

Q34B. Did you want the break in service for your Fixed broadband when you switched? ............................................................................................................................................................................................................................................................................. 557Base: Those interviewed about their switching experience involving fixed broadband in the last six months - including movers and other switchers

Q35B. Why did you have a period without your Fixed broadband service? ................................................................................................................................................................................................................................................................................................... 561Base: Those interviewed about their switching experience who experienced any period of time without their fixed broadband service

Q35B. Why did you have a period without your Fixed broadband service? ................................................................................................................................................................................................................................................................................................... 566Base: Those interviewed about their switching experience who experienced any period of time without their fixed broadband service and who did not want the break in service

Q33C. How long were you without your Pay TV service? .............................................................................................................................................................................................................................................................................................................................. 571Base: Those interviewed about their switching experience who experienced any period of time without their Pay TV service

Q34C. Did you want the break in service for your Pay TV Service when you switched? ............................................................................................................................................................................................................................................................................... 575Base: Those interviewed about their switching experience who experienced any period of time without their Pay TV service

Q34C. Did you want the break in service for your Pay TV Service when you switched? ............................................................................................................................................................................................................................................................................... 579Base: Those interviewed about their switching experience involving Pay TV in the last six months - including movers and other switchers

DID NOT WANT THE BREAK IN SERVICE FOR SERVICE/S EXPERIENCING LOSS OF SERVICE ........................................................................................................................................................................................................................................................ 583Base: Those interviewed about their switching experience (except mobile) in the last six months who experienced any period of time without one or more of their services

Q35C. Why did you have a period without your Pay TV Service? .................................................................................................................................................................................................................................................................................................................. 587Base: Those interviewed about their switching experience who experienced any period of time without their Pay TV service

Q35C. Why did you have a period without your Pay TV Service? .................................................................................................................................................................................................................................................................................................................. 592Base: Those interviewed about their switching experience who experienced any period of time without their Pay TV service and who did not want the break in service

Q35. SUMMARY OF REASONS FOR HAVING A PERIOD WITHOUT SERVICE/S EXPERIENCING A LOSS OF SERVICE .................................................................................................................................................................................................................... 597Base: Those who experienced any unwanted break in service

Q36. Did the contracts for your old and new (SERVICE/S) overlap at all, so that you were paying for both at the same time for any period? ............................................................................................................................................................................................. 602Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q37. Which service or services did you pay two providers at the same time? ............................................................................................................................................................................................................................................................................................... 606Base: Those interviewed about their switching experience whose contracts overlapped so they were paying for both services at the same time

Q38A. How long did the contract overlap for – so how long were you paying both the old and new providers at the same time for your Landline phone/ line rental service? ........................................................................................................................................... 610Base: Those whose landline phone or line rental contracts overlapped so they were paying for both services at the same time

Q40B. Did you want these contracts to overlap for your Landline phone/ line rental service? ....................................................................................................................................................................................................................................................................... 614Base: Those whose landline phone or line rental contracts overlapped so they were paying for both services at the same time

Q40B. Did you want these contracts to overlap for your Landline phone/ line rental service? ....................................................................................................................................................................................................................................................................... 618Base: Those interviewed about their switching experience involving landline in the last six months - including movers and other switchers

Q41A. Why did the contracts overlap for your Landline phone/ line rental service? ....................................................................................................................................................................................................................................................................................... 622Base: Those whose landline phone or line rental contracts overlapped so they were paying for both services at the same time

Q38B. How long did the contract overlap for – so how long were you paying both the old and new providers at the same time for your Fixed broadband service? .......................................................................................................................................................... 630Base: Those whose fixed broadband contracts overlapped so they were paying for both services at the same time

Q40C. Did you want these contracts to overlap for your Fixed broadband service? ...................................................................................................................................................................................................................................................................................... 634Base: Those whose fixed broadband contracts overlapped so they were paying for both services at the same time

Q40C. Did you want these contracts to overlap for your Fixed broadband service? ...................................................................................................................................................................................................................................................................................... 638Base: Those interviewed about their switching experience involving fixed broadband in the last six months - including movers and other switchers


Q41B. Why did the contracts overlap for your Fixed broadband service? ...................................................................................................................................................................................................................................................................................................... 642Base: Those whose fixed broadband contracts overlapped so they were paying for both services at the same time

Q38C. How long did the contract overlap for – so how long were you paying both the old and new providers at the same time for your Pay TV Service? ......................................................................................................................................................................... 650Base: Those whose Pay TV contracts overlapped so they were paying for both services at the same time

Q40D. Did you want these contracts to overlap for your Pay TV Service? ..................................................................................................................................................................................................................................................................................................... 654Base: Those whose Pay TV contracts overlapped so they were paying for both services at the same time

Q40D. Did you want these contracts to overlap for your Pay TV Service? ..................................................................................................................................................................................................................................................................................................... 658Base: Those interviewed about their switching experience involving Pay TV in the last six months - including movers and other switchers

Q41C. Why did the contracts overlap for your Pay TV Service? .................................................................................................................................................................................................................................................................................................................... 662Base: Those whose Pay TV contracts overlapped so they were paying for both services at the same time

DID NOT WANT CONTRACTS TO OVERLAP FOR SERVICE/S WHERE PAYING OLD AND NEW PROVIDERS .................................................................................................................................................................................................................................... 670Base: Those interviewed about their switching experience whose contracts overlapped so they were paying for both services at the same time

Q41. SUMMARY OF REASONS FOR HAVING OVERLAPPING CONTRACTS FOR SERVICE/S .............................................................................................................................................................................................................................................................. 674Base: Those interviewed about their switching experience whose contracts overlapped so they were paying for both services at the same time

Q38D. How long did the contract overlap for – so how long were you paying both the old and new providers at the same time for your mobile phone service? ............................................................................................................................................................... 682Base: Those whose Mobile phone contracts overlapped so they were paying for both services at the same time

Q40A. Did you want these contracts to overlap for your Mobile Phone service? ........................................................................................................................................................................................................................................................................................... 686Base: Those whose Mobile phone contracts overlapped so they were paying for both services at the same time

Q40A. Did you want these contracts to overlap for your Mobile Phone service? ........................................................................................................................................................................................................................................................................................... 690Base: Those interviewed about switching their mobile phone service in the last six months

Q42. Why did the contracts overlap for your Mobile Phone service? ............................................................................................................................................................................................................................................................................................................. 694Base: Those whose Mobile phone contracts overlapped so they were paying for both services at the same time

Q42A. Which of these channels, if any, do you currently receive from your current Pay TV provider? .......................................................................................................................................................................................................................................................... 702Base: Those interviewed about switching their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months or switching their Pay TV service in the last six months

Q42B. How important were these sports channels in your decision to switch? .............................................................................................................................................................................................................................................................................................. 710Base: Those interviewed about switching their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months or switching their Pay TV service in the last six months with any sports channels

Q43. While considering switching your [SERVICE/S], which of these did you do? ........................................................................................................................................................................................................................................................................................ 714Base: Those interviewed about deciding not to switch

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ........................................................................................................................................................................................................................................................................... 718Base: Those interviewed about deciding not to switch

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................................ 741Base: Those interviewed about deciding not to switch

Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ........................................................................................................................................................................................................................................................ 763Base: Those interviewed about deciding not to switch

Q44A/B/C. NOT FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ................................................................................................................................................................................................................................................................................ 785Base: Those interviewed about deciding not to switch

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER (BASED ON INCLUDED SERVICE/S) .............................................................................................................................................................................................................. 807Base: Those interviewed about deciding not to switch

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER (BASED ON INCLUDED SERVICE/S) ............................................................................................................................................................................................................... 834Base: Those interviewed about deciding not to switch


Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER (BASED ON INCLUDED SERVICE/S) ........................................................................................................................................................................................... 861Base: Those interviewed about deciding not to switch

Q44A/B/C. NOT FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER (BASED ON INCLUDED SERVICE/S) ................................................................................................................................................................................................................... 889Base: Those interviewed about deciding not to switch

Q46. Which, if any, of these was the main factor that made you decide to stay with your current [SERVICE/S] provider? ........................................................................................................................................................................................................................... 917Base: Those naming any major factors that made them decide to stay with their current provioder

Q46. Which, if any, of these was the main factor that made you decide to stay with your current [SERVICE/S] provider? ........................................................................................................................................................................................................................... 939Base: Those interviewed about deciding not to switch

Q47. You said that you negotiated or accepted a deal with your current provider. Which of these did this deal involve? ............................................................................................................................................................................................................................. 961Base: Those who say that negotiating/ accepting a deal with their current provider was a major factor in their decision not to switch

Q48. You said ‘lack of choice’ was a major factor that made you stay with your current Pay TV provider. Which one of these best describes what you mean by ‘lack of choice’? .................................................................................................................................. 968Base: Those interviewed about deciding not to switch their Pay TV service in the last six months or the last 7-24 months who say that lack of choice was a major factor in their decision not to switch

Q49. Earlier you said that 'Didn’t want to lose specific benefits, uses such as watching ‘on the go’ or channels that come with my current package'/ 'Didn’t want to lose content (programmes, apps, photos, data) stored on my device' was/ were a majorfactor/s that made you stay with your current Pay TV provider. Which of these were you concerned about losing? ..................................................................................................................................................................................................................................... 972Base: Those who say that not wanting to lose specific benefits and/ or not wanting to lose content was a major factor in their decision not to switch

Q50. Which of these channels, if any, do you currently receive from your Pay TV provider? ........................................................................................................................................................................................................................................................................ 979Base: Those interviewed about deciding not to switch their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months or deciding not to switch their Pay TV service in the last six months or the last 7-24 months

Q51. How important was keeping these sports channels in your decision not to switch to another Pay TV provider? .................................................................................................................................................................................................................................. 987

Base: Those interviewed about deciding not to switch their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months or deciding not to switch their Pay TV service in the last six months or the last 7-24 months with anysports channels

Q51A. Which of these sports, if any, does your household consider to be essential as part of your TV service from (PROVIDER)? ........................................................................................................................................................................................................... 991

Base: Those interviewed about deciding not to switch their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months or deciding not to switch their Pay TV service in the last six months or the last 7-24 months with anysports channels (ADDED AT WAVE 2)

Q51B. Are there particular Football Leagues or Football competitions which your household considers to be essential as part of your TV service from (PROVIDER)? .................................................................................................................................................... 999

Base: Those interviewed about deciding not to switch their Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months or deciding not to switch their Pay TV service in the last six months or the last 7-24 months with anysports channels who consider Football to be essential (ADDED AT WAVE 2)

Q52. How would you rate your overall switching experience – from the point you decided you wanted to switch to the point you were using your new provider’s services? .......................................................................................................................................... 1003Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q52. How would you rate your overall switching experience – from the point you decided you wanted to switch to the point you were using your new provider’s services? .......................................................................................................................................... 1007Base: Those interviewed about their switching experience in the last six months - including movers and other switchers

Q52. How would you rate your overall switching experience – from the point you decided you wanted to switch to the point you were using your new provider’s services? .......................................................................................................................................... 1008Base: Those interviewed about switching their fixed (Dual Play, Triple Play or Pay TV) service in the last six months

Q52. How would you rate your overall switching experience – from the point you decided you wanted to switch to the point you were using your new provider’s services? .......................................................................................................................................... 1009Base: Those interviewed about switching their mobile phone service in the last six months

Q53. Overall, how satisfied are you with your decision to switch/ to stay with your provider? ..................................................................................................................................................................................................................................................................... 1010Base: All eligible respondents (switched or decided not to switch)

C4. Which of these, if any, limit your daily activities or the work you can do? (MULTI CODE) .................................................................................................................................................................................................................................................................... 1014Base: All eligible respondents (switched or decided not to switch)

C5. Which one of these groups best describes your ethnic group or background? (SINGLE CODE) .......................................................................................................................................................................................................................................................... 1022Base: All eligible respondents (switched or decided not to switch)


C6. Which of the following best describes you? (SINGLE CODE) ............................................................................................................................................................................................................................................................................................................... 1030Base: All eligible respondents (switched or decided not to switch)

C7. What is the total number of people in the household (including yourself and any children)? (SINGLE CODE) ..................................................................................................................................................................................................................................... 1034Base: All eligible respondents (switched or decided not to switch)

C8. And what is the total number of children aged under 18 in the household? (SINGLE CODE) ............................................................................................................................................................................................................................................................... 1038Base: All eligible respondents (switched or decided not to switch)

C10. Which one of these bands describes your total household income before tax or any other deductions are made? Please include any benefits or credits that you or anyone else in your household receives, including housing benefit, as well as anyincome from employment. (SINGLE CODE) ................................................................................................................................................................................................................................................................................................................................................. 1042Base: All eligible respondents (switched or decided not to switch)

FINANCIAL VULNERABILITY ...................................................................................................................................................................................................................................................................................................................................................................... 1046Base: Those where it is possible to calculate the Financial Vulnerability Index

SWITCHING EXPERIENCE TRACKER 2018 - WAVE 1 (FEBRUARY TO MARCH 2018) AND WAVE 2 (JULY TO SEPTEMBER 2018) Table 1Any 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.

QUOTA GROUP - SWITCHED IN LAST SIX MONTHSBase: Those interviewed about their switching experience in the last six months - including movers and other switchers

ALL KEY SWITCHERS (EXCL.MOVERS) FIXED MARKETS - PROCESS FIXED MARKETS - SERVICE MOBILE MARKET - PROCESS

TotalALL (EXCL.

MOBILE)ALL (INCL.

MOBILE) ORS CPS TRIPLE PLAY DUAL PLAY PAY TV S/ATOTAL

MOBILEPAC

SWITCHERC&R

SWITCHERSignificance Level: 95% a b a b a b c a b c

Unweighted row 1878 722 1528 364 358 175 397 150 806 506 300

Effective Weighted Sample 1745 690 1471 358 355 174 387 150 795 506 300

Total 1635 513 1236 304 209 95 323 95 723 495 228

Mobile switched by PAC 495 - 495 - - - - - 495 495 -30% -% 40% -% -% -% -% -% 68% 100% -%

a c ac

Mobile switched by C&R 228 - 228 - - - - - 228 - 22814% -% 18% -% -% -% -% -% 32% -% 100%

a b ab

Dual Play CPS – involving Virgin 57 57 57 - 57 - 57 - - - -3% 11% 5% -% 27% -% 18% -% -% -% -%

b a ac

Dual Play ORS – not involving Virgin 266 266 266 266 - - 266 - - - -16% 52% 22% 87% -% -% 82% -% -% -% -%

b b ac

Triple Play CPS – involving Virgin or from Sky 57 57 57 - 57 57 - - - - -3% 11% 5% -% 27% 60% -% -% -% -% -%

b a bc

Triple Play ORS – not involving Virgin or from Sky 38 38 38 38 - 38 - - - - -2% 7% 3% 13% -% 40% -% -% -% -% -%

b b bc

Standalone Pay TV 95 95 95 - 95 - - 95 - - -6% 19% 8% -% 45% -% -% 100% -% -% -%

b a ab

All other switches 114 - - - - - - - - - -7% -% -% -% -% -% -% -% -% -% -%

Switched when moving (excl. mobile) 285 - - - - - - - - - -17% -% -% -% -% -% -% -% -% -% -%

Columns Tested: a,b - a,b - a,b,c - a,b,c

Page 1



MOBILE MARKET - CURRENT CONTRACT TYPE NON-KEY SWITCHERS DECIDED NOT TO SWITCHDECIDED NOT TO

SWITCH ACCEPTED DEAL

Total PREPAY SIM ONLY

FULLCONTRACT

TOTAL

FULLCONTRACT

(PAC)

FULLCONTRACT

(C&R)PREPAY

(C&R)OTHER

SWITCHESWHEN

MOVING

ALLSERVICES

(L6M)FIXED

MARKETS MOBILE

ALL INCL.SAPTV7-24M YES NO

Significance Level: 95% a b c d e f a b ~a ~b ~c ~d ~a ~b

Unweighted row 1878 202 266 338 207 131 115 150 200 - - - - - -

Effective Weighted Sample 1745 199 264 333 207 131 115 150 200 - - - - - -

Total 1635 172 248 302 202 100 87 114 285 - - - - - -

Mobile switched by PAC 495 85 207 202 202 - - - - ** ** ** ** ** **30% 49% 83% 67% 100% -% -% -% -% ** ** ** ** ** **

ef acef aef abcef

Mobile switched by C&R 228 87 41 100 - 100 87 - - ** ** ** ** ** **14% 51% 17% 33% -% 100% 100% -% -% ** ** ** ** ** **

bcd d bd abcd abcd

Dual Play CPS – involving Virgin 57 - - - - - - - - ** ** ** ** ** **3% -% -% -% -% -% -% -% -% ** ** ** ** ** **

Dual Play ORS – not involving Virgin 266 - - - - - - - - ** ** ** ** ** **16% -% -% -% -% -% -% -% -% ** ** ** ** ** **

Triple Play CPS – involving Virgin or fromSky 57 - - - - - - - - ** ** ** ** ** **

3% -% -% -% -% -% -% -% -% ** ** ** ** ** **

Triple Play ORS – not involving Virgin orfrom Sky 38 - - - - - - - - ** ** ** ** ** **

2% -% -% -% -% -% -% -% -% ** ** ** ** ** **

Standalone Pay TV 95 - - - - - - - - ** ** ** ** ** **6% -% -% -% -% -% -% -% -% ** ** ** ** ** **

All other switches 114 - - - - - - 114 - ** ** ** ** ** **7% -% -% -% -% -% -% 100% -% ** ** ** ** ** **

b

Switched when moving (excl. mobile) 285 - - - - - - - 285 ** ** ** ** ** **17% -% -% -% -% -% -% -% 100% ** ** ** ** ** **

a

Columns Tested: a,b,c,d,e,f - a,b - a,b,c,d - a,b

Page 2



FIXED MARKETS -DECIDED NOT TO

SWITCH ACCEPTEDDEAL

MOBILE MARKET -DECIDED NOT TO

SWITCH ACCEPTEDDEAL GENDER AGE SEG

Total YES NO YES NO MALE FEMALE 16-44 45-64 65+ AB C1 C2 DE ABC1 C2DESignificance Level: 95% ~a ~b ~a ~b a b a b c a b c d e f

Unweighted row 1878 - - - - 823 1052 920 658 296 636 548 258 431 1184 689

Effective Weighted Sample 1745 - - - - 765 978 846 620 280 591 508 240 401 1100 642

Total 1635 - - - - 717 915 831 552 248 564 481 219 366 1045 586

Mobile switched by PAC 495 ** ** ** ** 227 268 231 170 93 187 153 58 97 339 15530% ** ** ** ** 32% 29% 28% 31% 37% 33% 32% 26% 26% 32% 26%

ab cdf f df

Mobile switched by C&R 228 ** ** ** ** 90 138 111 81 36 61 60 40 68 121 10714% ** ** ** ** 13% 15% 13% 15% 14% 11% 12% 18% 18% 12% 18%

abe abe abe

Dual Play CPS – involving Virgin 57 ** ** ** ** 23 34 22 24 12 20 16 7 14 36 213% ** ** ** ** 3% 4% 3% 4% 5% 4% 3% 3% 4% 3% 4%

Dual Play ORS – not involving Virgin 266 ** ** ** ** 121 145 101 117 47 86 75 34 71 161 10516% ** ** ** ** 17% 16% 12% 21% 19% 15% 15% 15% 19% 15% 18%

a a

Triple Play CPS – involving Virgin or fromSky 57 ** ** ** ** 28 29 24 23 10 15 16 7 17 32 25

3% ** ** ** ** 4% 3% 3% 4% 4% 3% 3% 3% 5% 3% 4%

Triple Play ORS – not involving Virgin orfrom Sky 38 ** ** ** ** 16 22 14 16 8 10 12 7 10 21 17

2% ** ** ** ** 2% 2% 2% 3% 3% 2% 2% 3% 3% 2% 3%

Standalone Pay TV 95 ** ** ** ** 47 48 53 28 14 36 29 14 16 65 306% ** ** ** ** 7% 5% 6% 5% 6% 6% 6% 6% 4% 6% 5%

All other switches 114 ** ** ** ** 43 70 64 40 9 43 31 19 20 74 397% ** ** ** ** 6% 8% 8% 7% 4% 8% 6% 9% 5% 7% 7%

c c

Switched when moving (excl. mobile) 285 ** ** ** ** 123 161 211 53 20 107 90 34 54 197 8817% ** ** ** ** 17% 18% 25% 10% 8% 19% 19% 16% 15% 19% 15%

bc f

Columns Tested: a,b - a,b - a,b - a,b,c - a,b,c,d,e,f

Page 3



NATION URBANITY ANY DISABILITYTotal ENGLAND SCOTLAND WALES N IRELAND URBAN RURAL YES NO

Significance Level: 95% a b c ~d a b a b

Unweighted row 1878 1579 150 101 48 1676 202 708 1135

Effective Weighted Sample 1745 1465 142 94 44 1556 190 652 1060

Total 1635 1380 127 87 41 1454 181 625 982

Mobile switched by PAC 495 422 42 18 ** 444 51 169 31730% 31% 33% 20% ** 31% 28% 27% 32%

c c a

Mobile switched by C&R 228 188 24 12 ** 203 25 103 11914% 14% 19% 14% ** 14% 14% 16% 12%

b

Dual Play CPS – involving Virgin 57 48 5 5 ** 56 1 20 363% 3% 4% 5% ** 4% 1% 3% 4%

b

Dual Play ORS – not involving Virgin 266 216 20 23 ** 224 42 78 18216% 16% 16% 26% ** 15% 23% 12% 19%

ab a a

Triple Play CPS – involving Virgin or from Sky 57 49 3 2 ** 54 3 18 383% 4% 2% 2% ** 4% 2% 3% 4%

Triple Play ORS – not involving Virgin or from Sky 38 31 2 2 ** 33 5 18 182% 2% 2% 3% ** 2% 3% 3% 2%

Standalone Pay TV 95 80 7 4 ** 86 9 37 586% 6% 5% 5% ** 6% 5% 6% 6%

All other switches 114 93 12 5 ** 101 13 43 687% 7% 10% 6% ** 7% 7% 7% 7%

Switched when moving (excl. mobile) 285 252 11 16 ** 252 33 140 14517% 18% 9% 18% ** 17% 18% 22% 15%

b b b

Columns Tested: a,b,c,d - a,b - a,b

Page 4


QUOTA GROUP - DECIDED NOT TO SWITCH IN LAST SIX MONTHSBase: Those interviewed about deciding not to switch


TotalALL (EXCL.

MOBILE)ALL (INCL.


MOBILEPAC

SWITCHERC&R

SWITCHERSignificance Level: 95% ~a ~b ~a ~b ~a ~b ~c ~a ~b ~c

Unweighted row 1502 - - - - - - - - - -

Effective Weighted Sample 994 - - - - - - - - - -

Total 1749 - - - - - - - - - -

Considered switching Mobile 361 ** ** ** ** ** ** ** ** ** **21% ** ** ** ** ** ** ** ** ** **

Considered switching Dual Play 247 ** ** ** ** ** ** ** ** ** **14% ** ** ** ** ** ** ** ** ** **

Considered switching Triple Play 209 ** ** ** ** ** ** ** ** ** **12% ** ** ** ** ** ** ** ** ** **

Considered switching Pay TV 133 ** ** ** ** ** ** ** ** ** **8% ** ** ** ** ** ** ** ** ** **

Considered switching Pay TV in last 7-24 months 799 ** ** ** ** ** ** ** ** ** **46% ** ** ** ** ** ** ** ** ** **


Page 5






FULLCONTRACT

TOTAL

FULLCONTRACT

(PAC)

FULLCONTRACT

(C&R)PREPAY

(C&R)OTHER

SWITCHESWHEN

MOVING

ALLSERVICES

(L6M)FIXED

MARKETS MOBILE


Significance Level: 95% ~a ~b ~c ~d ~e ~f ~a ~b a b c d a b

Unweighted row 1502 - - - - - - - - 1152 852 300 1502 801 351

Effective Weighted Sample 994 - - - - - - - - 1058 828 300 994 737 323

Total 1749 - - - - - - - - 950 589 361 1749 641 309

Considered switching Mobile 361 ** ** ** ** ** ** ** ** 361 - 361 361 209 15221% ** ** ** ** ** ** ** ** 38% -% 100% 21% 33% 49%

bd abd b a

Considered switching Dual Play 247 ** ** ** ** ** ** ** ** 247 247 - 247 170 7714% ** ** ** ** ** ** ** ** 26% 42% -% 14% 27% 25%

cd acd c

Considered switching Triple Play 209 ** ** ** ** ** ** ** ** 209 209 - 209 162 4612% ** ** ** ** ** ** ** ** 22% 35% -% 12% 25% 15%

cd acd c b

Considered switching Pay TV 133 ** ** ** ** ** ** ** ** 133 133 - 133 99 348% ** ** ** ** ** ** ** ** 14% 23% -% 8% 15% 11%

cd acd c

Considered switching Pay TV in last 7-24months 799 ** ** ** ** ** ** ** ** - - - 799 - -

46% ** ** ** ** ** ** ** ** -% -% -% 46% -% -%abc


Page 6




SWITCH ACCEPTEDDEAL



Total YES NO YES NO MALE FEMALE 16-44 45-64 65+ AB C1 C2 DE ABC1 C2DESignificance Level: 95% a b a b a b a b c a b c d e f

Unweighted row 1502 627 225 174 126 760 741 617 576 309 610 400 227 262 1010 489

Effective Weighted Sample 994 610 218 174 126 502 491 413 382 200 403 264 149 176 666 326

Total 1749 431 157 209 152 894 854 749 653 347 716 447 271 312 1162 584

Considered switching Mobile 361 - - 209 152 184 176 195 112 54 158 84 59 59 242 11821% -% -% 100% 100% 21% 21% 26% 17% 16% 22% 19% 22% 19% 21% 20%

bc

Considered switching Dual Play 247 170 77 - - 126 121 73 108 66 94 67 29 57 161 8614% 39% 49% -% -% 14% 14% 10% 17% 19% 13% 15% 11% 18% 14% 15%

a a a c

Considered switching Triple Play 209 162 46 - - 108 101 73 91 45 77 61 33 38 138 7112% 38% 30% -% -% 12% 12% 10% 14% 13% 11% 14% 12% 12% 12% 12%

b a

Considered switching Pay TV 133 99 34 - - 63 70 58 47 29 59 39 21 13 98 348% 23% 22% -% -% 7% 8% 8% 7% 8% 8% 9% 8% 4% 8% 6%

d d d

Considered switching Pay TV in last 7-24months

799 - - - - 413 386 351 295 153 328 195 130 145 523 27546% -% -% -% -% 46% 45% 47% 45% 44% 46% 44% 48% 46% 45% 47%


Page 7




Significance Level: 95% a b ~c ~d a b a b

Unweighted row 1502 1267 123 79 33 1304 198 489 987


Total 1749 1473 132 102 43 1522 227 564 1162

Considered switching Mobile 361 307 36 ** ** 309 52 108 25121% 21% 27% ** ** 20% 23% 19% 22%

Considered switching Dual Play 247 204 21 ** ** 202 44 84 15614% 14% 16% ** ** 13% 20% 15% 13%

a

Considered switching Triple Play 209 181 15 ** ** 194 15 73 13212% 12% 12% ** ** 13% 6% 13% 11%

b

Considered switching Pay TV 133 112 11 ** ** 111 22 42 878% 8% 8% ** ** 7% 10% 8% 7%

Considered switching Pay TV in last 7-24 months 799 669 49 ** ** 705 95 257 53646% 45% 37% ** ** 46% 42% 46% 46%


Page 8


S16. RESPONDENT'S GENDERBase: All eligible respondents (switched or decided not to switch)


TotalALL (EXCL.

MOBILE)ALL (INCL.


MOBILEPAC

SWITCHERC&R


Unweighted row 3380 722 1528 364 358 175 397 150 806 506 300


Total 3384 513 1236 304 209 95 323 95 723 495 228

Male 1611 234 551 137 98 44 144 47 317 227 9048% 46% 45% 45% 47% 46% 44% 49% 44% 46% 39%

Female 1769 279 684 167 112 51 180 48 406 268 13852% 54% 55% 55% 53% 54% 56% 51% 56% 54% 60%

Other 4 - 1 - - - - - 1 - 1*% -% *% -% -% -% -% -% *% -% *%


Page 9






FULLCONTRACT

TOTAL

FULLCONTRACT

(PAC)

FULLCONTRACT

(C&R)PREPAY

(C&R)OTHER

SWITCHESWHEN

MOVING

ALLSERVICES

(L6M)FIXED

MARKETS MOBILE


Significance Level: 95% a b c d e f a b a b c d a b

Unweighted row 3380 202 266 338 207 131 115 150 200 1152 852 300 1502 801 351

Effective Weighted Sample 2485 199 264 333 207 131 115 150 200 1058 828 300 994 737 323

Total 3384 172 248 302 202 100 87 114 285 950 589 361 1749 641 309

Male 1611 87 105 125 88 36 36 43 123 481 297 184 894 313 16848% 51% 42% 41% 43% 37% 42% 38% 43% 51% 50% 51% 51% 49% 54%

ce

Female 1769 84 144 178 114 63 50 70 161 467 292 176 854 328 14052% 49% 58% 59% 57% 63% 57% 61% 57% 49% 50% 49% 49% 51% 45%

a a

Other 4 1 - - - - 1 1 1 1 - 1 1 - 1*% *% -% -% -% -% 1% 1% 1% *% -% *% *% -% *%


Page 10




SWITCH ACCEPTEDDEAL



Total YES NO YES NO MALE FEMALE 16-44 45-64 65+ AB C1 C2 DE ABC1 C2DESignificance Level: 95% a b a b a b a b c a b c d e f

Unweighted row 3380 627 225 174 126 1583 1793 1537 1234 605 1246 948 485 693 2194 1178

Effective Weighted Sample 2485 610 218 174 126 1146 1337 1148 904 430 905 711 347 519 1613 865

Total 3384 431 157 209 152 1611 1769 1580 1204 595 1280 928 491 679 2208 1169

Male 1611 213 84 100 84 1611 - 647 582 378 679 407 232 289 1086 52148% 49% 53% 48% 56% 100% -% 41% 48% 64% 53% 44% 47% 43% 49% 45%

b a ab bcdef bdf

Female 1769 218 74 109 66 - 1769 929 622 217 599 519 258 390 1118 64852% 51% 47% 52% 44% -% 100% 59% 52% 36% 47% 56% 53% 57% 51% 55%

a bc c ae a ae a ae

Other 4 - - - 1 - - 4 - - 1 2 1 - 3 1*% -% -% -% 1% -% -% *% -% -% *% *% *% -% *% *%


Page 11




Significance Level: 95% a b c ~d a b a b

Unweighted row 3380 2846 273 180 81 2980 400 1197 2122


Total 3384 2853 258 189 83 2976 408 1190 2143

Male 1611 1346 129 96 ** 1405 206 516 107848% 47% 50% 51% ** 47% 50% 43% 50%

a

Female 1769 1505 129 92 ** 1567 202 670 106552% 53% 50% 49% ** 53% 50% 56% 50%

b

Other 4 3 1 1 ** 4 - 3 1*% *% *% *% ** *% -% *% *%


Page 12


S17. RESPONDENT'S AGEBase: All eligible respondents (switched or decided not to switch)


TotalALL (EXCL.

MOBILE)ALL (INCL.


MOBILEPAC

SWITCHERC&R


Unweighted row 3380 722 1528 364 358 175 397 150 806 506 300


Total 3384 513 1236 304 209 95 323 95 723 495 228

16-24 years 278 33 118 11 22 7 11 15 85 48 37

SWITCHING EXPERIENCE TRACKER 2018 - WAVE 1 (FEBRUARY … · SWITCHING EXPERIENCE TRACKER 2018 -...

Documents

Transcript of SWITCHING EXPERIENCE TRACKER 2018 - WAVE 1 (FEBRUARY … · SWITCHING EXPERIENCE TRACKER 2018 -...