Utility Week

UTILITY WEEK | 22ND - 28TH JUNE 2018 | 23 Customers WHEN DID YOU SWITCH? HOW OFTEN DO YOU SWITCH? WHAT ARE YOUR FUTURE SWITCHING PLANS? 50% 40% 30% 20% 10% 0% Apr 2018 Jul 2017 Jan 2017 Gas Electricity Dual fuel April 2018 July 2017 January 2017 Key: Less than 1 month ago Between 2-6 months ago Between 7-12 months ago Between 1-2 years ago More than 2 years ago Cannot remember 50% 40% 30% 20% 10% 0% Gas Electricity Dual fuel 50% 40% 30% 20% 10% 0% Gas Electricity Dual fuel 8% 18% 23% 18% 27% 5% 10% 19% 21% 17% 31% 3% 5% 13% 5% 5% 9% 6% 5% 18% 19% 19% 19% 17% 16% 14% 20% 21% 22% 19% 30% 24% 18% 19% 18% 22% 19% 13% 21% 20% 35% 25% 30% 35% 29% 31% 38% 4% 4% 3% 3% 3% 3% 4% Harris analysis: Compared to previous waves, slightly more consumers across all fuel types report having switched multiple times,. Serial switching remains most common among dual fuel customers. Harris analysis: The majority of consumers are undecided about whether they will switch energy supplier in the future. As you would expect, those who have never switched are less likely to in the future, whereas serial switchers are most likely to say they will switch within the next years. Do you plan to switch energy supplier in the future? (Base: 1,032) What was your one main motivation for switching the last time you switched? (Base: 712) Was this the first time you switched either gas or electricity? (Base: Dual fuel, 497; Electricity, 171; Gas, 100) Harris analysis: Saving money remains the overwhelming main motivation for switching, particularly among serial switchers Gas Electricity Dual fuel 0% 20% 40% 60% 80% 100% Apr 18 Jul 17 Jan 17 0% 20% 40% 60% 80% 100% Apr 18 Jul 17 Jan 17 0% 20% 40% 60% 80% 100% 35% 50% 58% 50% 24% 31% 14% 26% 24% 24% 31% 21% 12% 9% 23% 21% 33% 51% 29% 28% 14% 24% 18% 20% 26% 21% 23% 6% 3% 6% 12% 9% 16% 19% 16% 9% 8% 6% 7% 7% 5% 9% 10% 6% 4% Key: Yes, it was the first time No, I have switched once before No, I have switched twice before No, I have switched three times before No, I have switched more than three times WHY DID YOU SWITCH? 40% 30% 20% 10% 0% Apr 18 Jul 17 Jan 17 40% 30% 20% 10% 0% Apr 18 Jul 17 Jan 17 40% 30% 20% 10% 0% Apr 18 Jul 17 Jan 17 40% 30% 20% 10% 0% Apr 18 Jul 17 Jan 17 18% 19% 31% 32% 23% 19% 28% 30% 23% 16% 24% 37% Yes, within the next year Yes, with the next 1-2 years No Don't know When did you last switch supplier (Base: Dual fuel, 197; Electricity, 171; Gas, 100) Harris analysis: As seen across the previous waves, for many the last switch was more than two years ago, particularly those with dual fuel. However, there is again a good proposition of gas and electricity switches within the past 12 months. Key: Saving money Getting better customer service Getter greener energy Getting better energy efficiency advice Getting a smart meter Cannot remember Other 5% 5% 3% 4% 72% 76% 3% 2% 8% 6% 5% 5% 4% 4% 10% 76% 3% 2% 5% 4%

• Cover