SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020

Q34A. Did you want the break in service for your Landline phone/ line rental when you switched? ................................................................................................................................................................................................................................................................ 1Base : Those interviewed about their switching experience involving landline in the last six months - excluding movers

Q34B. Did you want the break in service for your Fixed broadband when you switched? ............................................................................................................................................................................................................................................................................... 2Base : Those interviewed about their switching experience involving fixed broadband in the last six months - excluding movers

Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you… ......................................................................................................................................................................................................................................................... 3Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ................................................................................................................................................................................................................................................................ 6Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ................................................................................................................................................................................................................................................................. 9Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................ 12Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................... 15Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER ................................................................................................................................................................................................................................................................ 18Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- 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 ............................................................................................................................................................................................................................................ 21Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

Q43. While considering switching your [SERVICE/S], which of these did you do? ......................................................................................................................................................................................................................................................................................... 24Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................................ 26Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ............................................................................................................................................................................................................................................................................. 31Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER ......................................................................................................................................................................................................................................................... 36Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

SUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITH ................................................................................................................................................................................................................................................................................................................ 41Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER ............................................................................................................................................................................................................................................................................. 43Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 1

Any 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.

Q34A. Did you want the break in service for your Landline phone/ line rental when you switched?

Base : Those interviewed about their switching experience involving landline in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 735 46 - 689 416 268

Effective Weighted Sample 716 46 - 671 410 268

Total 529 40 - 489 326 159

Yes 25 3 - 22 6 165% 9% -% 4% 2% 10%

No 48 3 - 45 31 149% 9% -% 9% 10% 9%

Can’t remember 6 3 - 3 2 11% 7% -% 1% 1% 1%

ANY BREAK IN SERVICE FOR LANDLINE 79 9 - 70 39 3115% 24% -% 14% 12% 19%

NO BREAK IN SERVICE FOR LANDLINE 450 30 - 420 287 12985% 76% -% 86% 88% 81%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 2

Any 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.

Q34B. Did you want the break in service for your Fixed broadband when you switched?

Base : Those interviewed about their switching experience involving fixed broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 809 - 120 689 416 268

Effective Weighted Sample 788 - 120 671 410 268

Total 593 - 103 489 326 159

Yes 15 - 5 10 5 53% -% 5% 2% 1% 3%

No 97 - 16 80 58 2116% -% 16% 16% 18% 13%

Can’t remember 12 - 6 6 5 12% -% 6% 1% 2% 1%

ANY BREAK IN SERVICE FOR FIXED BROADBAND 124 - 27 97 68 2821% -% 27% 20% 21% 18%

NO BREAK IN SERVICE FOR FIXED BROADBAND 468 - 76 393 258 13179% -% 73% 80% 79% 82%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 3

Any 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.

Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you…

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Compare what different providers were offering 377 13 59 304 199 10360% 33% 58% 62% 61% 65%

Set up a new online account 242 8 27 208 140 6838% 20% 26% 42% 43% 43%

Choose the date you wanted to start using the service 233 12 36 185 105 8037% 30% 35% 38% 32% 50%

Find out what you needed to do in order to switch 189 15 31 144 79 6430% 37% 30% 29% 24% 40%

Try to negotiate a better deal with your previous provider 182 9 27 145 78 6429% 24% 27% 30% 24% 40%

Contact the provider you were using at the time 169 6 24 139 73 6527% 15% 23% 28% 23% 41%

Experience your previous provider trying to persuadeyou to stay 156 5 26 125 71 55

25% 13% 25% 26% 22% 34%

Install any new equipment yourself/ within yourhousehold (e.g. router, set top box) 302 14 45 243 188 54

48% 35% 43% 50% 58% 34%

Receive any unexpected bills or charges from yourprevious provider 93 7 19 68 36 30

15% 17% 18% 14% 11% 19%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 3

Any 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.

Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you…

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Leave your contract early/ before the end of yourminimum contract period 84 6 15 63 35 25

13% 15% 15% 13% 11% 16%

Have an engineer visit by the new provider to installequipment or set up services 208 9 37 161 66 95

33% 24% 36% 33% 20% 59%

Experience any other devices or products you own notworking with the new service 51 5 13 33 18 14

8% 13% 13% 7% 5% 9%

Have to return equipment to your previous provider 164 7 29 128 60 6726% 17% 28% 26% 18% 42%

Pay an initial connection or other start-up fee, costs,equipment charges to your new provider 134 3 21 110 57 50

21% 9% 21% 22% 18% 32%

Find out you had to pay any disconnection charges toyour previous provider 58 5 9 44 22 21

9% 13% 9% 9% 7% 13%

Find out you had to pay a charge for not returningequipment to your previous provider 49 4 14 31 14 17

8% 11% 13% 6% 4% 10%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 3

Any 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.

Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you…

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Lose any content (programmes, apps, photos, data) youhad stored from your previous service 26 - - 26 6 20

4% -% -% 5% 2% 12%

Lose specific benefits, uses such as watching ‘on thego’ or channels which came with your previous service 17 - - 17 5 12

3% -% -% 3% 2% 7%

None of these 6 1 - 5 5 11% 2% -% 1% 1% *%

CONTACTED PREVIOUS PROVIDER INCLUDINGPREVIOUS PROVIDER PERSUADING YOU TO STAYAND TRY TO NEGOTIATE A BETTER DEAL WITHYOUR PREVIOUS PROVIDER

343 15 58 269 160 10654% 39% 57% 55% 49% 67%

CONTACTED PREVIOUS PROVIDER EXCLUDINGPREVIOUS PROVIDER PERSUADING YOU TO STAY 270 13 45 213 120 91

43% 33% 43% 44% 37% 57%

CONTACTED PREVIOUS PROVIDER EXCLUDINGTRY TO NEGOTIATE A BETTER DEAL WITH YOURPREVIOUS PROVIDER 263 9 42 213 125 88

42% 22% 41% 43% 38% 55%

Can’t remember 16 1 6 9 7 23% 2% 6% 2% 2% 1%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 4

Any 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.

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Arranging the switch so that you were not paying foryour old and new services at the same time (P) 77 8 18 51 18 33

12% 20% 18% 10% 5% 20%

Cancelling your previous service (P) 76 8 15 53 15 3612% 20% 15% 11% 4% 22%

Arranging the switch so that you always had access toyour services (P) 70 8 17 45 22 22

11% 20% 17% 9% 7% 14%

Understanding the relevant steps required to switchprovider 56 6 16 34 11 21

9% 15% 16% 7% 3% 13%

Finding time to research the market 48 8 7 33 13 198% 20% 7% 7% 4% 12%

Contacting your new provider 52 7 13 33 13 198% 17% 13% 7% 4% 12%

Getting a better deal with your previous provider 84 2 13 69 30 3813% 4% 13% 14% 9% 24%

Resolving billing issues with your previous provider 37 2 4 31 12 206% 4% 4% 6% 4% 12%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 4

Any 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.

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Getting the switch to happen on the date you wanted (P) 28 3 4 21 8 134% 7% 4% 4% 2% 8%

Your previous provider trying to persuade you to stay 36 1 6 29 8 216% 2% 6% 6% 3% 13%

Comparing what different providers are offering 28 3 5 20 8 124% 9% 5% 4% 2% 8%

Contacting your previous provider 30 2 1 27 10 175% 4% 1% 6% 3% 11%

Other devices or products you own not working with thenew service 16 2 3 11 3 7

2% 4% 3% 2% 1% 4%

Paying the charge to exit your contract early 21 3 3 15 6 83% 7% 3% 3% 2% 5%

Setting up a new online account 16 - 3 14 6 83% -% 3% 3% 2% 5%

Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 18 3 3 12 3 9

3% 7% 3% 2% 1% 6%

Having new equipment installed by the new provider 21 1 3 18 5 133% 2% 3% 4% 1% 8%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 4

Any 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.

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Paying a disconnection charge to your previous provider 14 2 2 11 3 82% 4% 2% 2% 1% 5%

Returning your previous provider’s equipment 21 - 5 15 4 103% -% 5% 3% 1% 6%

Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 19 3 4 12 2 9

3% 7% 4% 2% 1% 6%

ANY PROCESS DIFFICULTIES (P) 147 17 38 92 40 4923% 43% 37% 19% 12% 31%

NONE OF THESE 389 19 54 316 240 7461% 48% 53% 64% 74% 47%

Base for stats 632 40 103 489 326 159Mean number of difficulties 1.2 1.7 1.4 1.1 .6 2.1Standard deviation 2.40 2.32 1.93 2.50 1.45 3.62Standard error .08 .34 .18 .10 .07 .22

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 5

Any 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.

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Arranging the switch so that you were not paying foryour old and new services at the same time (P) 136 15 31 90 44 44

21% 37% 30% 18% 14% 28%

Arranging the switch so that you always had access toyour services (P) 128 11 31 86 46 37

20% 28% 30% 18% 14% 23%

Cancelling your previous service (P) 138 9 33 96 48 4722% 24% 32% 20% 15% 29%

Understanding the relevant steps required to switchprovider 126 11 27 88 46 39

20% 28% 27% 18% 14% 24%

Finding time to research the market 115 9 27 79 49 2718% 22% 27% 16% 15% 17%

Contacting your new provider 88 11 25 52 30 2014% 28% 24% 11% 9% 12%

Comparing what different providers are offering 55 3 12 40 24 169% 9% 12% 8% 7% 10%

Your previous provider trying to persuade you to stay 57 3 15 40 22 189% 7% 14% 8% 7% 11%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 5

Any 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.

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Getting the switch to happen on the date you wanted (P) 48 3 5 39 23 178% 9% 5% 8% 7% 10%

Resolving billing issues with your previous provider 36 3 13 21 11 86% 7% 13% 4% 3% 5%

Getting a better deal with your previous provider 36 5 5 26 16 96% 13% 5% 5% 5% 6%

Contacting your previous provider 36 2 8 26 10 176% 4% 8% 5% 3% 10%

Other devices or products you own not working with thenew service 20 3 4 13 9 3

3% 7% 4% 3% 3% 2%

Setting up a new online account 27 2 3 23 13 104% 4% 3% 5% 4% 6%

Paying the charge to exit your contract early 22 2 4 16 9 64% 4% 4% 3% 3% 4%

Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 62 6 15 41 28 12

10% 15% 15% 8% 9% 8%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 5

Any 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.

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Returning your previous provider’s equipment 55 4 12 39 21 189% 11% 12% 8% 6% 12%

Having new equipment installed by the new provider 39 2 9 29 14 156% 4% 8% 6% 4% 9%

Paying a disconnection charge to your previous provider 23 3 6 14 9 54% 7% 6% 3% 3% 3%

Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 36 1 7 28 14 12

6% 2% 7% 6% 4% 8%

ANY PROCESS DIFFICULTIES (P) 267 21 61 185 101 8142% 54% 59% 38% 31% 51%

NONE OF THESE 263 11 27 225 171 5442% 28% 26% 46% 52% 34%

Base for stats 632 40 103 489 326 159Mean number of difficulties 2.0 2.7 2.8 1.8 1.5 2.4Standard deviation 2.42 2.46 2.64 2.33 2.14 2.59Standard error .08 .36 .24 .09 .10 .16

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 6

Any 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.

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Arranging the switch so that you were not paying foryour old and new services at the same time (P) 213 22 49 141 62 77

34% 57% 48% 29% 19% 48%

Cancelling your previous service (P) 214 17 48 149 63 8234% 43% 47% 30% 19% 52%

Arranging the switch so that you always had access toyour services (P) 198 19 48 131 69 59

31% 48% 47% 27% 21% 37%

Understanding the relevant steps required to switchprovider 182 17 44 121 57 60

29% 43% 43% 25% 18% 38%

Finding time to research the market 162 16 34 111 63 4626% 41% 33% 23% 19% 29%

Contacting your new provider 141 18 38 85 43 3822% 46% 37% 17% 13% 24%

Getting a better deal with your previous provider 120 7 18 95 46 4719% 17% 18% 19% 14% 30%

Comparing what different providers are offering 84 7 17 60 32 2813% 17% 17% 12% 10% 18%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 6

Any 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.

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Resolving billing issues with your previous provider 73 4 17 52 23 2712% 11% 17% 11% 7% 17%

Getting the switch to happen on the date you wanted (P) 76 6 9 60 31 3012% 15% 9% 12% 9% 19%

Your previous provider trying to persuade you to stay 93 3 21 69 30 3915% 9% 20% 14% 9% 25%

Contacting your previous provider 66 3 9 54 20 3410% 9% 8% 11% 6% 21%

Other devices or products you own not working with thenew service 36 4 8 24 12 10

6% 11% 8% 5% 4% 6%

Paying the charge to exit your contract early 43 4 8 31 14 147% 11% 8% 6% 4% 9%

Setting up a new online account 43 2 5 36 19 187% 4% 5% 7% 6% 11%

Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 81 9 20 53 31 21

13% 22% 19% 11% 9% 13%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 6

Any 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.

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

Having new equipment installed by the new provider 60 3 11 47 19 2810% 7% 11% 10% 6% 17%

Returning your previous provider’s equipment 76 4 17 55 25 2812% 11% 17% 11% 8% 18%

Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 54 3 10 40 17 21

9% 9% 10% 8% 5% 13%

Paying a disconnection charge to your previous provider 37 4 8 25 12 136% 11% 8% 5% 4% 8%

ANY PROCESS DIFFICULTIES (P) 324 27 70 227 118 10551% 67% 68% 46% 36% 66%

NONE OF THESE 220 9 22 188 153 3635% 24% 22% 38% 47% 22%

Base for stats 632 40 103 489 326 159Mean number of difficulties 3.2 4.4 4.3 2.9 2.1 4.5Standard deviation 3.71 3.89 3.61 3.66 3.01 4.27Standard error .13 .57 .33 .14 .15 .26

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 7

Any 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.

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Arranging the switch so that you were not paying foryour old and new services at the same time (P) 26 3 4 19 4 15

15% 43% 18% 14% 5% 24%

Contacting your previous provider 30 2 1 27 10 1718% 29% 4% 20% 14% 26%

Arranging the switch so that you always had access toyour services (P) 21 3 2 16 5 11

12% 43% 7% 12% 7% 17%

Getting a better deal with your previous provider 42 1 3 38 16 2225% 14% 11% 28% 21% 34%

Cancelling your previous service (P) 27 2 5 20 3 1716% 29% 21% 14% 5% 25%

Understanding the relevant steps required to switchprovider 15 - 3 11 2 9

9% -% 14% 8% 3% 13%

Contacting your new provider 18 2 1 15 6 910% 29% 4% 11% 8% 14%

Finding time to research the market 14 - 2 12 3 98% -% 7% 9% 4% 13%

Prepared by Critical Research : 0203 643 9043 Page 15

SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 7

Any 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.

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Resolving billing issues with your previous provider 22 1 3 19 6 1213% 14% 11% 13% 8% 19%

Getting the switch to happen on the date you wanted (P) 12 - 3 10 2 87% -% 11% 7% 3% 12%

Your previous provider trying to persuade you to stay 18 1 3 14 3 1211% 14% 11% 10% 4% 18%

Having new equipment installed by the new provider 11 1 - 10 2 87% 14% -% 7% 3% 13%

Paying the charge to exit your contract early 7 1 2 5 1 44% 14% 7% 3% 1% 6%

Other devices or products you own not working with thenew service 9 1 2 6 2 5

5% 14% 7% 5% 2% 7%

Setting up a new online account 6 - - 6 1 54% -% -% 4% 2% 7%

Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 6 - - 6 1 5

3% -% -% 4% 1% 8%

Prepared by Critical Research : 0203 643 9043 Page 16

SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 7

Any 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.

Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Comparing what different providers are offering 12 1 2 9 2 77% 14% 7% 7% 3% 11%

Returning your previous provider’s equipment 9 - 2 7 1 75% -% 7% 5% 1% 10%

Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 9 1 1 7 1 6

5% 14% 4% 5% 1% 10%

Paying a disconnection charge to your previous provider 4 - - 4 - 42% -% -% 3% -% 6%

ANY PROCESS DIFFICULTIES (P) 48 3 10 34 11 2328% 57% 43% 25% 15% 35%

NONE OF THESE 78 3 12 64 42 2246% 43% 50% 46% 57% 34%

Base for stats 169 6 24 139 73 65Mean number of difficulties 1.9 2.9 1.5 1.9 1.0 3.0Standard deviation 3.09 3.23 1.90 3.25 1.60 4.20Standard error .20 1.22 .36 .23 .16 .40

Prepared by Critical Research : 0203 643 9043 Page 17

SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 8

Any 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.

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Cancelling your previous service (P) 53 3 8 43 18 2431% 43% 32% 31% 25% 37%

Arranging the switch so that you were not paying foryour old and new services at the same time (P) 43 2 7 34 16 18

25% 29% 29% 25% 22% 28%

Arranging the switch so that you always had access toyour services (P) 39 2 9 29 14 15

23% 29% 36% 21% 19% 23%

Understanding the relevant steps required to switchprovider 39 3 3 33 12 21

23% 43% 14% 23% 16% 32%

Finding time to research the market 34 4 4 25 12 1320% 71% 18% 18% 16% 20%

Contacting your previous provider 36 2 8 26 10 1721% 29% 32% 19% 13% 25%

Contacting your new provider 21 3 6 12 6 612% 43% 25% 9% 8% 10%

Getting the switch to happen on the date you wanted (P) 21 2 1 18 8 1012% 29% 4% 13% 11% 15%

Prepared by Critical Research : 0203 643 9043 Page 18

SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 8

Any 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.

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Your previous provider trying to persuade you to stay 23 2 3 18 7 1113% 29% 11% 13% 10% 17%

Comparing what different providers are offering 18 2 3 14 6 811% 29% 11% 10% 8% 12%

Other devices or products you own not working with thenew service 5 1 1 3 2 1

3% 14% 4% 2% 3% 2%

Resolving billing issues with your previous provider 10 1 3 6 3 36% 14% 14% 4% 4% 5%

Setting up a new online account 12 2 1 10 6 47% 29% 4% 7% 8% 6%

Getting a better deal with your previous provider 16 1 2 13 8 69% 14% 7% 10% 10% 9%

Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 14 - 3 12 6 6

9% -% 11% 9% 8% 9%

Returning your previous provider’s equipment 23 2 5 16 7 914% 29% 21% 12% 9% 14%

Prepared by Critical Research : 0203 643 9043 Page 19

SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 8

Any 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.

Q19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Paying the charge to exit your contract early 8 1 2 5 3 25% 14% 7% 4% 4% 4%

Paying a disconnection charge to your previous provider 10 - 3 7 4 36% -% 11% 5% 6% 5%

Having new equipment installed by the new provider 14 1 5 8 3 48% 14% 21% 5% 5% 6%

Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 9 - 1 9 4 4

6% -% 4% 6% 6% 6%

ANY PROCESS DIFFICULTIES (P) 94 4 16 73 35 3956% 71% 68% 53% 47% 59%

NONE OF THESE 49 - 4 45 28 1729% -% 18% 32% 38% 26%

Base for stats 169 6 24 139 73 65Mean number of difficulties 2.6 5.0 3.1 2.5 2.1 2.9Standard deviation 2.60 2.75 2.39 2.58 2.40 2.74Standard error .17 1.04 .45 .18 .25 .26

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 9

Any 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.

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Cancelling your previous service (P) 80 4 13 63 22 4147% 71% 54% 45% 30% 63%

Arranging the switch so that you were not paying foryour old and new services at the same time (P) 69 4 11 53 20 34

41% 71% 46% 38% 27% 52%

Arranging the switch so that you always had access toyour services (P) 60 4 10 45 19 26

35% 71% 43% 32% 26% 40%

Contacting your previous provider 66 3 9 54 20 3439% 57% 36% 39% 27% 52%

Understanding the relevant steps required to switchprovider 53 3 7 44 14 30

32% 43% 29% 32% 19% 45%

Finding time to research the market 47 4 6 37 15 2228% 71% 25% 27% 20% 33%

Contacting your new provider 38 4 7 27 11 1623% 71% 29% 19% 15% 24%

Getting a better deal with your previous provider 58 2 4 52 23 2834% 29% 18% 37% 32% 43%

Prepared by Critical Research : 0203 643 9043 Page 21

SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 9

Any 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.

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Getting the switch to happen on the date you wanted (P) 33 2 3 28 10 1820% 29% 14% 20% 14% 27%

Your previous provider trying to persuade you to stay 40 3 5 33 10 2324% 43% 21% 24% 13% 35%

Resolving billing issues with your previous provider 32 2 6 24 9 1519% 29% 25% 17% 12% 24%

Comparing what different providers are offering 30 3 4 23 8 1518% 43% 18% 16% 11% 22%

Other devices or products you own not working with thenew service 14 2 3 10 4 6

8% 29% 11% 7% 5% 9%

Setting up a new online account 18 2 1 16 7 911% 29% 4% 11% 9% 14%

Paying the charge to exit your contract early 15 2 3 10 4 69% 29% 14% 7% 5% 10%

Having new equipment installed by the new provider 25 2 5 18 5 1215% 29% 21% 13% 7% 19%

Returning your previous provider’s equipment 32 2 7 24 8 1619% 29% 29% 17% 11% 24%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 9

Any 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.

Q19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDER

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers- who made contact with the provider they were using at the time

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 239 7 28 204 94 110

Effective Weighted Sample 232 7 28 199 93 110

Total 169 6 24 139 73 65

Receiving and installing any new equipment from yournew provider yourself/ within your household (e.g.router, set top box) 23 1 3 19 7 12

14% 14% 14% 14% 9% 19%

Paying a disconnection charge to your previous provider 14 - 3 11 4 78% -% 11% 8% 6% 11%

Paying an initial connection or other start-up fee, costs,equipment charges to your new provider 15 - 1 14 5 9

9% -% 4% 10% 7% 14%

ANY PROCESS DIFFICULTIES (P) 112 5 19 87 37 5066% 86% 79% 63% 50% 77%

NONE OF THESE 35 - 3 31 22 1021% -% 14% 23% 30% 15%

Base for stats 169 6 24 139 73 65Mean number of difficulties 4.5 7.9 4.6 4.4 3.1 5.8Standard deviation 4.29 4.70 3.59 4.35 3.60 4.66Standard error .28 1.78 .68 .30 .37 .44

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 10

Any 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.

Q43. While considering switching your [SERVICE/S], which of these did you do?

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Compare what different providers were offering 386 228 15865% 68% 61%

Try to negotiate a better deal with your current provider 280 138 14347% 41% 55%

Contact your current provider 264 143 12144% 42% 46%

Experience your current provider trying to persuade youto stay 144 75 69

24% 22% 27%

Find out what you need to do in order to switch 138 74 6423% 22% 25%

Contact any potential new providers 135 74 6223% 22% 24%

TYPES OF CONTACT WITH CURRENT PROVIDER 405 208 19768% 62% 76%

CONTACTED CURRENT PROVIDER INCLUDINGCURRENT PROVIDER PERSUADING YOU TO STAYAND TRY TO NEGOTIATE A BETTER DEAL WITHYOUR CURRENT PROVIDER 405 208 197

68% 62% 76%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 10

Any 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.

Q43. While considering switching your [SERVICE/S], which of these did you do?

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

CONTACTED CURRENT PROVIDER EXCLUDINGCURRENT PROVIDER PERSUADING YOU TO STAY 374 192 182

63% 57% 70%

CONTACTED CURRENT PROVIDER EXCLUDINGTRY TO NEGOTIATE A BETTER DEAL WITH YOURCURRENT PROVIDER 315 168 146

53% 50% 56%

None of these 26 16 104% 5% 4%

Can’t remember 11 8 32% 2% 1%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11

Any 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.

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

I negotiated/ accepted a deal with my current provider 325 162 16354% 48% 62%

Current provider is still the best deal/ cheapest 276 154 12146% 46% 46%

Current provider has the best quality of service 216 123 9336% 36% 36%

Prefer to stay with a trusted/ known provider 208 115 9335% 34% 36%

There wasn’t enough cost difference for it to be worthswitching 201 107 94

34% 32% 36%

Didn’t want to pay the initial connection/ start-up fees/equipment costs 181 97 83

30% 29% 32%

Worried that the service wouldn’t be as good with a newprovider 173 96 76

29% 29% 29%

Worried about being without the broadband serviceduring the switch (P) 168 88 80

28% 26% 31%

Did not want to lose my phone number 127 71 5621% 21% 22%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11

Any 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.

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Problems/ issues with current provider are notsufficiently bad/ frequent to switch 126 77 49

21% 23% 19%

Did not want to pay disconnection charges 121 66 5520% 20% 21%

Concern about arranging for the old and new services tostart and stop at the same time (P) 120 68 52

20% 20% 20%

I was still in a contract so couldn’t leave/ would have topay to leave 109 57 52

18% 17% 20%

Worried that I might have to pay two providers at thesame time (P) 103 53 50

17% 16% 19%

It’s too time consuming to go through the process ofswitching from one provider to another 103 59 44

17% 17% 17%

Lack of choice 100 47 5217% 14% 20%

Didn’t want to lose content (programmes, apps, photos,data) stored on my device 96 42 54

16% 13% 21%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11

Any 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.

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Worried about being without the fixed line phone serviceduring the switch (P) 95 52 43

16% 15% 17%

Difficulty comparing what other providers were offering 89 50 3915% 15% 15%

Worried that other devices or products I own would notwork with a new service 88 42 45

15% 13% 17%

Hassle of needing to contact more than one provider toswitch 85 46 39

14% 14% 15%

Did not want to lose the email address I had from mybroadband provider 83 48 35

14% 14% 13%

Bad experience when switching other services (e.g. gas,electric, car insurance) previously 82 45 37

14% 13% 14%

Did not want to have to get an engineer to install newequipment 81 40 41

14% 12% 16%

Bad experience when switching communication servicespreviously 81 41 39

13% 12% 15%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11

Any 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.

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Did not want to have to install new equipment myself 76 43 3213% 13% 12%

Difficulty cancelling my current service (P) 72 38 3412% 11% 13%

Difficulty when contacting my current provider 69 33 3512% 10% 14%

Difficulty when contacting potential new providers 68 36 3211% 11% 12%

Didn’t want to have to learn to use a new service 68 35 3211% 10% 12%

Could not get permission to install new equipmentwhere I live (e.g. cables, satellite dish) 66 31 35

11% 9% 13%

Would take too long to research the market 64 33 3011% 10% 12%

Not knowing what to do to switch 61 36 2510% 11% 9%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 11

Any 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.

Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Didn’t want to lose specific benefits, uses such aswatching ‘on the go’ or channels that come with mycurrent package 58 - 58

10% -% 22%

Worried about being without the Pay TV service duringthe switch (P) 46 - 46

8% -% 18%

ANY PROCESS FACTORS (P) 255 134 12143% 40% 46%

NONE OF THESE 30 20 105% 6% 4%

Base for stats 598 338 261Mean number of factors 6.8 6.3 7.5Standard deviation 6.41 5.89 6.99Standard error .25 .32 .38

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12

Any 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.

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Prefer to stay with a trusted/ known provider 203 109 9334% 32% 36%

Current provider has the best quality of service 189 105 8432% 31% 32%

Worried that the service wouldn’t be as good with a newprovider 189 98 90

32% 29% 35%

Concern about arranging for the old and new services tostart and stop at the same time (P) 187 103 84

31% 31% 32%

There wasn’t enough cost difference for it to be worthswitching 187 110 76

31% 33% 29%

Didn’t want to pay the initial connection/ start-up fees/equipment costs 175 91 84

29% 27% 32%

Worried about being without the broadband serviceduring the switch (P) 170 98 72

28% 29% 28%

Problems/ issues with current provider are notsufficiently bad/ frequent to switch 169 79 90

28% 23% 35%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12

Any 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.

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Hassle of needing to contact more than one provider toswitch 161 87 75

27% 26% 29%

Did not want to have to get an engineer to install newequipment 161 86 76

27% 25% 29%

Current provider is still the best deal/ cheapest 157 84 7326% 25% 28%

Difficulty comparing what other providers were offering 153 79 7426% 23% 28%

It’s too time consuming to go through the process ofswitching from one provider to another 152 77 75

25% 23% 29%

Didn’t want to have to learn to use a new service 142 78 6424% 23% 25%

Worried that I might have to pay two providers at thesame time (P) 142 77 65

24% 23% 25%

Lack of choice 139 76 6323% 22% 24%

Did not want to have to install new equipment myself 137 71 6623% 21% 25%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12

Any 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.

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Did not want to pay disconnection charges 137 76 6123% 22% 23%

Worried that other devices or products I own would notwork with a new service 135 79 56

23% 23% 22%

Worried about being without the fixed line phone serviceduring the switch (P) 132 78 55

22% 23% 21%

Didn’t want to lose content (programmes, apps, photos,data) stored on my device 128 58 70

21% 17% 27%

Did not want to lose my phone number 126 70 5621% 21% 22%

Difficulty cancelling my current service (P) 126 61 6521% 18% 25%

Difficulty when contacting potential new providers 124 68 5621% 20% 22%

Would take too long to research the market 124 71 5321% 21% 20%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12

Any 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.

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Bad experience when switching other services (e.g. gas,electric, car insurance) previously 120 68 52

20% 20% 20%

Not knowing what to do to switch 111 55 5618% 16% 21%

Difficulty when contacting my current provider 109 60 4918% 18% 19%

I negotiated/ accepted a deal with my current provider 109 65 4418% 19% 17%

Bad experience when switching communication servicespreviously 107 57 50

18% 17% 19%

Did not want to lose the email address I had from mybroadband provider 102 52 50

17% 15% 19%

I was still in a contract so couldn’t leave/ would have topay to leave 99 49 50

17% 15% 19%

Could not get permission to install new equipmentwhere I live (e.g. cables, satellite dish) 76 43 33

13% 13% 13%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 12

Any 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.

Q44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Didn’t want to lose specific benefits, uses such aswatching ‘on the go’ or channels that come with mycurrent package 69 - 69

12% -% 27%

Worried about being without the Pay TV service duringthe switch (P) 67 - 67

11% -% 26%

ANY PROCESS FACTORS (P) 357 194 16360% 57% 62%

NONE OF THESE 48 27 228% 8% 8%

Base for stats 598 338 261Mean number of factors 8.0 7.5 8.8Standard deviation 7.03 6.73 7.34Standard error .27 .36 .40

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13

Any 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.

Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

I negotiated/ accepted a deal with my current provider 434 227 20773% 67% 79%

Current provider is still the best deal/ cheapest 432 238 19472% 71% 75%

Prefer to stay with a trusted/ known provider 411 224 18769% 66% 72%

Current provider has the best quality of service 406 228 17768% 68% 68%

There wasn’t enough cost difference for it to be worthswitching 388 217 170

65% 64% 65%

Worried that the service wouldn’t be as good with a newprovider 361 195 167

60% 58% 64%

Didn’t want to pay the initial connection/ start-up fees/equipment costs 355 188 167

59% 56% 64%

Worried about being without the broadband serviceduring the switch (P) 338 186 152

56% 55% 58%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13

Any 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.

Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Concern about arranging for the old and new services tostart and stop at the same time (P) 307 171 136

51% 51% 52%

Problems/ issues with current provider are notsufficiently bad/ frequent to switch 295 155 140

49% 46% 54%

Did not want to pay disconnection charges 257 142 11643% 42% 44%

It’s too time consuming to go through the process ofswitching from one provider to another 255 136 119

43% 40% 46%

Did not want to lose my phone number 253 141 11342% 42% 43%

Hassle of needing to contact more than one provider toswitch 246 133 113

41% 39% 43%

Worried that I might have to pay two providers at thesame time (P) 245 130 115

41% 38% 44%

Did not want to have to get an engineer to install newequipment 242 126 116

41% 37% 45%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13

Any 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.

Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Difficulty comparing what other providers were offering 241 129 11340% 38% 43%

Lack of choice 239 123 11640% 36% 44%

Worried about being without the fixed line phone serviceduring the switch (P) 228 130 98

38% 38% 38%

Didn’t want to lose content (programmes, apps, photos,data) stored on my device 224 100 124

38% 30% 48%

Worried that other devices or products I own would notwork with a new service 223 121 102

37% 36% 39%

Did not want to have to install new equipment myself 213 114 9936% 34% 38%

Didn’t want to have to learn to use a new service 210 113 9635% 34% 37%

I was still in a contract so couldn’t leave/ would have topay to leave 208 106 102

35% 31% 39%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13

Any 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.

Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Bad experience when switching other services (e.g. gas,electric, car insurance) previously 203 113 89

34% 34% 34%

Difficulty cancelling my current service (P) 198 99 9933% 29% 38%

Difficulty when contacting potential new providers 192 104 8832% 31% 34%

Bad experience when switching communication servicespreviously 188 98 89

31% 29% 34%

Would take too long to research the market 188 104 8331% 31% 32%

Did not want to lose the email address I had from mybroadband provider 185 100 85

31% 30% 33%

Difficulty when contacting my current provider 178 93 8530% 28% 33%

Not knowing what to do to switch 172 92 8029% 27% 31%

Could not get permission to install new equipmentwhere I live (e.g. cables, satellite dish) 143 75 68

24% 22% 26%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 13

Any 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.

Q44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

Didn’t want to lose specific benefits, uses such aswatching ‘on the go’ or channels that come with mycurrent package 127 - 127

21% -% 49%

Worried about being without the Pay TV service duringthe switch (P) 113 - 113

19% -% 43%

ANY PROCESS FACTORS (P) 424 229 19471% 68% 75%

NONE OF THESE 9 5 41% 1% 1%

Base for stats 598 338 261Mean number of factors 14.9 13.8 16.3Standard deviation 10.08 9.62 10.50Standard error .39 .52 .57

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 14

Any 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.

SUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITH

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

MAJOR DIFFICULTIES

Contacting your previous provider 30 2 1 27 10 175% 4% 1% 6% 3% 11%

Cancelling your previous service 76 8 15 53 15 3612% 20% 15% 11% 4% 22%

Your previous provider trying to persuade you to stayamong those who contacted their previous provider 18 1 3 14 3 12

3% 2% 3% 3% 1% 7%

ANY OF THESE 96 9 16 71 25 4315% 22% 16% 15% 8% 27%

MINOR DIFFICULTIES

Contacting your previous provider 36 2 8 26 10 176% 4% 8% 5% 3% 10%

Cancelling your previous service 138 9 33 96 48 4722% 24% 32% 20% 15% 29%

Your previous provider trying to persuade you to stayamong those who contacted their previous provider 23 2 3 18 7 11

4% 4% 3% 4% 2% 7%

ANY OF THESE 160 11 38 111 54 5625% 28% 37% 23% 17% 35%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 14

Any 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.

SUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITH

Base : Those interviewed about their experience of switching their landline and/ or broadband in the last six months - excluding movers

SWITCHED LANDLINE OR FIXED BROADBAND IN LAST SIX MONTHS (EXCL. MOVERS)

TOTALSTANDALONE

LANDLINESTANDALONEBROADBAND

BOTHLANDLINE

ANDBROADBAND ORS CPS

Unweighted total 855 46 120 689 416 268

Effective Weighted Sample 833 46 120 671 410 268

Total 632 40 103 489 326 159

MAJOR OR MINOR DIFFICULTIES

Contacting your previous provider 66 3 9 54 20 3410% 9% 8% 11% 6% 21%

Cancelling your previous service 214 17 48 149 63 8234% 43% 47% 30% 19% 52%

Your previous provider trying to persuade you to stayamong those who contacted their previous provider 40 3 5 33 10 23

6% 7% 5% 7% 3% 14%

ANY OF THESE 230 18 50 163 71 8836% 46% 48% 33% 22% 56%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 15

Any 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.

SUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

MAJOR FACTORS

Difficulty when contacting my current provider 69 33 3512% 10% 14%

Difficulty cancelling my current service 72 38 3412% 11% 13%

Hassle of needing to contact more than one provider toswitch 85 46 39

14% 14% 15%

ANY OF THESE 143 76 6724% 22% 26%

MINOR FACTORS

Difficulty when contacting my current provider 109 60 4918% 18% 19%

Difficulty cancelling my current service 126 61 6521% 18% 25%

Hassle of needing to contact more than one provider toswitch 161 87 75

27% 26% 29%

ANY OF THESE 247 132 11541% 39% 44%

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SWITCHING EXPERIENCE TRACKER EXTRA ANALYSIS 2020 Table 15

Any 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.

SUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER

Base : Those interviewed about deciding not to switch their Dual Play (Fixed line and Fixed broadband) service OR Triple Play (Fixed line and Fixed broadband and Pay TV) service in the last six months

DECIDED NOT TO SWITCHTotal DUAL PLAY TRIPLE PLAY

Unweighted total 681 343 338

Effective Weighted Sample 671 343 338

Total 598 338 261

MAJOR OR MINOR FACTORS

Difficulty when contacting my current provider 178 93 8530% 28% 33%

Difficulty cancelling my current service 198 99 9933% 29% 38%

Hassle of needing to contact more than one provider toswitch 246 133 113

41% 39% 43%

ANY OF THESE 303 163 14051% 48% 54%

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tabstest pp1-44.pdfTable of ContentsQ34A. Did you want the break in service for your Landline phone/ line rental when you switched?Q34B. Did you want the break in service for your Fixed broadband when you switched?Q14A/B/C. When you last changed your [SERVICE/S] provider, which of these did you do? Did you–Q19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MAJOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ19A/B/C. EXPERIENCED MAJOR OR MINOR DIFFICULTY WHEN CHANGING [SERVICE/S] PROVIDERQ43. While considering switching your [SERVICE/S], which of these did you do?Q44A/B/C. MAJOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDERQ44A/B/C. MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDERQ44A/B/C. MAJOR OR MINOR FACTORS IN DECISION TO STAY WITH [SERVICE/S] PROVIDERSUMMARY OF ASPECTS SWITCHERS HAD DIFFICULTY WITHSUMMARY OF FACTORS IN CONSIDERER'S DECISION TO STAY WITH PROVIDER