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 |
|---|
