Chart of the week | Realising retention: churn risks for small suppliers

Our latest domestic market share data shows a trend of rising customer churn for energy suppliers across the market. This is due to consumers choosing tariffs or suppliers that offer them a better price, service or added value product.

Our chart shows an average churn rate for different supplier segmentations. We expect to see a higher level of switching for small or medium suppliers, as they have no legacy customer base. All consumers that have joined these suppliers have made an active choice to switch at least once. They have demonstrated some level of market engagement which they might be expected to repeat.

Anna Moss

Anna Moss

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