- Electricity was the service with the most provider changes (13.7%) and natural gas the least (9.2%).
- 9.7% of users switched their mobile phone company, although more than 76% did not even consider doing so.
- The main reason for changing providers in all services was saving on the bill.
- In general, changing companies still doesn’t seem complicated for the majority of users.
13.7% of households changed their electricity provider in 2024 and 9.2% changed gas natural. These are some data from the latest wave of the CNMC Household Panel, corresponding to the fourth quarter of 2024.
Households that have changed provider in the last twelve months (percentage of households/individuals)
Universe: Households with service. *Individuals with service. Source: CNMC.
In the telecommunications services, 9.7% of users changed their mobile phone company in the last twelve months. However, 76.1% did not even consider changing, and 9.7% considered it but did not start the process.
Individuals who have changed mobile phone provider in the last twelve months (percentage of individuals, IV-2024)
Universe: Individuals with mobile phone. Source: CNMC.
Provider change process
The CNMC Household Panel also reflects how the company change process was. The majority of users who changed company reported no difficulties. 8.1% of households that changed natural gas provider found the change difficult or very difficult. In the electricity service, this percentage was 7.7%.
Regarding telecommunications services, 14.8% of households that changed fixed broadband provider found the change difficult or very difficult, while for mobile phone, the percentage of individuals was 12.6%.
Households/individuals who found the operator change difficult or very difficult (percentage of households/individuals)
Universe: Households with service that changed provider in the last twelve months. *Individuals with service that changed provider in the last twelve months. Source: CNMC.
Reasons for the change
Saving on the services bill was the main reason for changing provider in all services. This reason was cited by 84.6% of those who changed electricity provider, 77.4% for gas natural, 64.2% for fixed broadband, and 57.1% for mobile phone.
In telecommunications, dissatisfaction with the quality of the previous service was the second most cited reason. In the case of natural gas, the possibility of accessing a joint gas and electricity offer stood out as the second most relevant reason.
Finally, regarding electricity services, one in ten households changed provider for the additional benefits of the offer (insurance or others).
Methodology
These results are part of the CNMC Household Panel, a biannual survey of households and individuals. The CNMC aims to collect information directly from citizens through surveys and analysis of service bills. The study is multi-sectoral in nature and collects data related to the telecommunications, audiovisual, energy, postal, and transportation markets, among others. The survey for this wave was carried out in the fourth quarter of 2024 and included 5,402 households and 9,139 individuals. This tool provides comprehensive and diverse information, allowing the CNMC to better understand the consumer’s point of view.