An empirical study of customer switching resistance in the UK energy industry: The utility warehouse experience

This study examined customer resistance to switching service providers in the UK domestic utility market using Utility Warehouse as a case study. Despite rising government energy price caps, customer switching rates declined in 2022, suggesting the presence of factors discouraging consumers from changing providers. While previous studies have focused mainly on customer satisfaction and loyalty, limited attention has been given to the factors driving switching resistance in the UK energy sector. This study addresses that gap by investigating the key determinants influencing customers to remain with Utility Warehouse. Data were collected through over 300 structured questionnaires administered to electricity and gas customers and analysed using descriptive statistical tools. The findings revealed that switching costs, competitive pricing, service quality, and customer involvement in decision-making significantly reduce customers’ intentions to switch providers. The study contributes to existing literature by providing empirical evidence on the major drivers of switching resistance in the UK utility market and offers practical recommendations for improving customer retention through stronger customer relationships and engagement strategies.