In a 2011 research project conducted by CX application vendor RightNow, 89% of consumers said that yes, abad experience has spurred them to switch brands.
Given possible price drops, this may be abad idea, particularly if canceling service brings steep penalties and you expect to switch to a broadband service someday.
David Black says that the people who chose to switch were generally either inspired by abad experience with their current bank or they were people moving to internet-only accounts.