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February 19, 2018
By Suzy Sliwczynski, Marketing Manager, Global Reviews
Throughout 2017, the Global Reviews digital customer experience benchmarking programme covered seven industries, measured 100 leading Australian websites, involved over 5,000 'in-market' consumers who completed over 550 individual tasks and 3,000 survey questions.
We are delighted to announce the Australian winners of the 2017 Digital Customer Experience Index.
While the winners do many things well, we have shared just a few insights that helped their score and where consumers responded positively.
Winners by Industry & Product
| Industry | Product | Winner |
|---|---|---|
| Banking | Mortgages | CBA |
| Banking | Personal Loans | Westpac |
| Banking | Transactions (mobile) | Suncorp |
| Education | Tertiary Education | Curtin University |
| Energy | Energy Retailer | Energy Australia |
| Energy | Energy Retailer (mobile) | Energy Australia |
| Energy | Solar | Origin |
| General Insurance | Home Insurance | Allianz |
| General Insurance | Life Insurance | InsuranceLine |
| General Insurance | Motor Insurance | Suncorp |
| General Insurance | Motor Insurance (mobile) | Allianz |
| Superannuation | Superannuation | AustralianSuper |
| Travel | Airlines | Qantas |
About the Digital Customer Experience Index Awards
At Global Reviews, we're focused on understanding how consumers make decisions online and how easy brands make it to buy from them.
Over the years we have designed a rigorous and reliable measurement framework to accurately measure the digital sales journeys of providers across a number of consumer industries. It is adapted to the decision-making behaviours and requirements of consumers across different product categories and its diagnostic ability helps deliver focus and prioritisation to an organisation's digital programme.
Each benchmark typically incorporates over 550 measurements, making it the most detailed and accurate instrument to measure, diagnose and compare online sales journeys and customer experience. We conduct studies half yearly across each industry sector and product category. This allows us to track changes in digital performance, the impact of marketing and changes in experience, as well as the evolving needs and expectations of customers.
Winners are determined by their average scores from across the year within their industry.
More information about the Index
More about the Fruition Benchmark
Getting involved in 2018
Global Reviews has recently launched FRUITION, a new product solution designed to solve the critical online customer acquisition questions that many of the world’s leading companies face. The industries we currently include in our syndicated programmes are Banking, General Insurance, Health Insurance, Wealth (Superannuation), Energy, Education, Telecommunications, Travel, Ecommerce and Sports Betting.
The Global Reviews team is regularly adding new websites all the time. We are unable to evaluate all websites so we typically select providers based on their market share and direct requests from organisations that subscribe to their industry benchmark.
Which countries are covered?
While we are constantly benchmarking web experiences from countries all around the world, our syndicated programmes are focused in Australia, United Kingdom, Ireland and New Zealand. Therefore, most of the scores for these awards are derived directly from this programme. We intend to expand the reach of these programmes during 2018.
Would you like more information?
Please contact your local office for more information.
