empirical indicators for market investigations part 2 main report september 2004 oft749c crown copyright this publication excluding the oft logo may be reproduced free of charge in any format or medium provided that it is accurately and not used a misleading context material must acknowledged as title specified contents chapter page 1 consumer complaints innovation 85 3 switching costs 105 4 information 120 5 other 153 6 bottom up methodology 176 7 references 217 oft749b introduction entry barriers productivity concentration profitability prices summary conclusion oft749a prepared by nera if consumers are dissatisfied with purchase particular good service they likely to make complaint first instance take their supplier question insufficient resolve matter then one many organisations mandate handle complain range reasons
