In 2005 we published our first Customers in Britain report of attitudes towards customer service and loyalty in Britain, in partnership with global panel experts Dynata, and Survey Mechanics. In 2020 we added a significant section to track behaviour during the pandemic. 


Today, Firebrand’s survey has become the acknowledged annual benchmark of attitudes towards customer service and utility switching behaviour.

Nationally representative and matched samples of 1,000 adults each year provide statistically reliable indices invaluable to any UK organisation.


Over the years the report’s clients have included Ofgem, OFCOM, BP, HSBC, Which, and Citizens Advice.

We now additionally supply clients with a great pack of infographics (example below) capturing the main trend stories. In your full report pack you will receive a 50-slide trends report and full data via our interactive analytics tool, plus (on request) access to all back-data.

Pre-order price to 30 April: £495 ex VAT

Standard price from 01 May: £695 ex VAT


*NEW* Add personalised report/debrief: ONLY +£100
*NEW*: Buy 3-year subscription: £395 x 3 ex VAT

Contact us for a free method and contents overview, or order a full report direct by email, phone or via the form below.

**2021 survey includes topical questions exploring behaviour through the COVID-19 lockdown.


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