Better Connections: What makes Australians stay with or switch providers?

07 May 2015


Each quarter, the Australia Post Consumer Survey asks more than 2,000 Australians about their attitudes towards different industries, communications and the channels marketers use. In March 2015, the survey looked at what motivates people to stay with or switch providers.

Types of service providers investigated include insurance, utilities, credit cards, home loans, phones, supermarkets, charities and superannuation funds, among others.

In the report:

  • 51% of Australians have changed the provider of at least one service in the past two years. 
  • Being presented with a better offer was a key reason for switching providers across all industries. 
  • With insurance providers, a price increase was another key reason for switching. 
  • A third of Australians would consider switching back if they received a personalised offer via mail or email, or if the new provider failed to meet expectations. 
  • 78% of Australians are members of a loyalty / rewards program. 84% of these people hold two or more program memberships. 
  • Being a loyalty / rewards program member doesn't guarantee loyalty: 46% said they only sometimes use an organisation associated with a loyalty program of which they're a member.

Download full report (304kb)