Echo Logo

Businesses failing to fight for their customers

Switching Frustrations

UK Businesses are potentially missing out on millions of pounds (revenue) every year by failing to fight for customers who are considering switching supplier...

Our latest consumer research  discovered that many companies are missing a trick by failing to empathise and react when a customer contacts them to say they are thinking about switching supplier.  40% of customers revealed that their supplier made no effort to retain their business and let them leave without putting up a fight.

But, given that 14% of consumers were convinced in the last year to remain with a business when they were considering switching, businesses must put more effort into effective customer retention strategies, as the rewards are clearly there for those that do.

"Consumers also hit out against the poor customer service they experienced during the switching process, including lags in service and delays in credit payments from previous suppliers."

Our research also revealed the main frustrations consumers experience when they switch, with the top four being:

  1. Poor customer service (31%)
  2. Supplier transparency (28%)
  3. Suppliers making errors/mistakes (19%)
  4. Unexpected delays to the switching process (17%)

In fact, only 50% of consumers who had switched a service provider last year, described the switching process as smooth and simple.  The remainder described it as less than perfect with one in ten consumers telling us it was difficult and frustrating.

"It appears that for many businesses, when a customer contacts them to say they are thinking of levaing, they are failing to empathise and retain their custom. This could be a costly mistake as clearly a significant number of consumers have been convinced to stay with the right retention efforts."

Chris Cullen, head of sales and marketing, Echo Managed Services

Of course, for some, this attention could come too late. Understanding customer needs, rewarding loyalty and taking a proactive, tailored approach to retention may benefit in reduced customer losses, but there is a balance to be made to ensure unwanted contact does not cause further frustration.

In addition, businesses that switch off to customer needs during the switching process may risk losing that customer forever, when actually there is every chance they may come back at a later date; not impossible considering most consumers review service providers annually.

Businesses should focus on attempting to satisfy and keep hold of customers at every stage of the relationship. However, for those that can't be retained and do choose to leave, ensuring the switching process is as smooth as possible will help to leave customers with a good final impression.

Suggested Further Reading

Knowledge Centre: Research

Retaining Customers in a World of Choice

Share this article

More in the Knowledge Centre

More News


Two in five consumers unaware of energy theft safety risks

39% of people are unaware of the safety risks posed by energy theft | Only 46% of people would report energy theft because...


Echo named Outsourced Contact Centre of the Year for third successive year

Our Bristol-based contact centre is celebrating after being recognised as the Outsourced Contact Centre of the Year at the prestigious...


Echo launches Aptumo, a new SaaS customer billing solution for multi-utility markets

Outsourced utilities customer engagement specialist, Echo Managed Services, has announced the launch of ​Aptumo​ – an innovative, cloud-based, multi-utility customer billing...


Household payments higher than expected for a quarter of consumers

Echo's latest research highlights the impact of bombshell bills on consumer arrears and debt collection processes...


More on Cross Service


Research uncovers lack of awareness of vulnerable customer support schemes

Echo's new consumer research report has found severely low levels of awareness about the support systems available to utility customers...


Retaining Customers in a World of Choice

A short animation outlining the headline findings from our recent consumer research report including consumer attitudes towards switching, in which...

Research & Resources

Energy Services Catalogue

Customer facing services for the energy sector that bring energy companies closer to their customers...


Choose how you want to get in touch with us

Pick up the phone and call us...

0117 344 1500


...or talk to our live chat representative...

Chat now

Chat now

...or simply email us for a quick response.