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Consumer switching behaviour

Research on consumer switching behaviour was conducted through the Privy Council Office Tracker Survey, a random sample telephone survey (cell phone and landline) of 4,000 Canadians aged 18 and up, conducted in March, July and August 2020.Footnote 1

The data are representative and weighted, proportional to the data from the latest Statistics Canada Census survey.

Have you switched [X] provider in the past 12 months?Footnote 2

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 3,959 691 685 613 683 633 654
Yes 10% 11% 14% 8% 6% 8% 11%
No 90% 89% 86% 92% 94% 92% 89%

Why did you switch your [X] provider in the past 12 months?Footnote 3

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 385 76 94 49 42 52 72
For a better price / cheaper price in general 41% 44% 40% 30% 9% 62% 48%
For better product quality / improved service (general) 23% 29% 32% 39% 17% 11% 7%
Change in my personal circumstances (e.g. I moved) 21% 14% 23% 20% 24% 10% 33%
For a better deal / to take advantage of a promotion or discount 12% 21% 12% 18% 2% 7% 8%
For better customer service / more helpful staff 6% 1% 6% 1% 28% 10% 1%
Other 4% 7% 1% 3% 17% - 2%
Don’t know / refused 5% 2% 4% 7% 4% 8% 5%

How much money do you estimate you are saving every month as a result of switching your [X] provider?

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 385 76 94 49 42 52 72
$0-$19.99 22% 24% 22% 22% 18% 15% 26%
$20-$39.99 19% 30% 17% 17% 12% 17% 19%
$40-$59.99 12% 15% 8% 18% 11% 17% 10%
$60+ 19% 17% 19% 18% 22% 22% 17%
Don’t know 28% 14% 34% 26% 37% 30% 28%
Median $30 $20 $30 $30 $40 $40 $25
Mean $44 $34 $40 $39 $58 $57 $46

Have you renegotiated with your [X] provider in the past 12 months?

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 3574 615 592 563 641 581 582
Yes 21% 25% 25% 31% 11% 16% 20%
No 79% 75% 75% 69% 89% 84% 80%

Why did you renegotiate with your [X] provider in the past 12 months?Footnote 4

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 752 153 146 177 69 93 115
For a better price / cheaper price in general 44% 35% 51% 65% 26% 41% 31%
Changed my account / added or removed something (general) 14% 24% 5% 8% 18% 11% 22%
For a better deal / to take advantage of a promotion or discount 14% 17% 24% 13% 6% 6% 6%
My contract ended / renegotiated at renewal 12% 9% 11% 10% 16% 14% 14%
For better product quality / improved service (general) 11% 13% 18% 12% 12% 3% 1%
Change in my personal circumstances (e.g. I moved) 10% 4% 5% 3% 8% 20% 27%
Other 5% 4% 3% 2% 16% 9% 7%
Don’t know 2% 3% 0% - 2% 4% 3%

How much money do you estimate you are saving every month as a result of renegotiating with your [X] provider?

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 752 153 146 177 69 93 115
$0-$19.99 28% 33% 26% 25% 32% 26% 30%
$20-$39.99 19% 17% 27% 26% 2% 10% 20%
$40-$59.99 13% 15% 17% 17% 2% 14% 7%
$60+ 14% 12% 11% 18% 20% 8% 14%
Don’t know 26% 23% 19% 15% 44% 43% 29%
Median $20 $20 $20 $30 $5 $20 $20
Mean $36 $31 $32 $35 $65 $33 $39

Why haven't you switched your [X] provider in the past 12 months?Footnote 5

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 2823 462 446 387 572 489 467
No reason to switch / I am satisfied (general) 54% 49% 49% 51% 70% 53% 47%
I am satisfied with the product quality / service (general) 18% 20% 22% 19% 19% 14% 15%
I am satisfied with the cost / currently getting a good deal 11% 14% 11% 8% 2% 16% 13%
Too much hassle to switch / making changes takes too much effort 8% 10% 8% 13% 5% 8% 7%
I am receiving good customer service / satisfied with the staff 5% 3% 4% 4% 8% 6% 6%
I am a loyal customer / value the relationship 5% 4% 3% 2% 7% 6% 5%
I have no option / they are the only provider available 4% 3% 8% 5% 0% 1% 10%
I am in a contract 3% 8% 3% 3% 1% 2% 3%
Other 3% 2% 4% 3% 2% 4% 5%
Don’t know 12% 11% 12% 15% 12% 12% 12%

How much money do you estimate you could save every month by switching your [X] provider?

 
  Total Cellphone service Internet service Cable television service Banking service Home insurance Car insurance
Total count 2823 462 446 387 572 489 467
$0-$19.99 23% 27% 23% 18% 27% 20% 21%
$20-$39.99 4% 6% 6% 4% 2% 3% 4%
$40-$59.99 4% 5% 6% 6% 1% 3% 3%
$60+ 3% 2% 4% 4% 1% 3% 5%
Don’t know 66% 61% 61% 68% 69% 70% 68%
Median $0 $0 $0 $5 $0 $0 $0
Mean $20 $17 $22 $25 $9 $22 $27
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