Four five-point Likert-type items assess the learning costs associated with switching service providers, capturing the time required to become proficient, the effort needed to get up to speed, and the perceived ease or difficulty of adapting to a new provider's systems and processes. Two items are reverse-scored to capture ease of understanding.
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents and consequences. Journal of the Academy of Marketing Science, 31(2), 109–126.
Free access to 2023+ psychometric scales at PsychScales