More than a quarter (27 per cent) of consumers have switched their usual supermarket in the last six months, and a significant amount have switched food and household goods (41 per cent) and clothing brands (27 per cent).
This is a trend that has grown significantly in the last three years, retailers say. As a result, retailers say they fear a war for customers.
The research, by the Institute of Customer Service, shows that two-thirds of retailers fear a "significant" threat of revenue loss as a result of this increased customer churn....