London, 26 January 2012

Home and Motor Insurers first to benefit from pioneering study providing the deepest customer experience insight.

Global Reviews, the world’sleading provider of advanced online customer experience insights, today launches its 4CE Website Benchmark study, the first ever four-dimensional online customer experience benchmark in the UK. British motor and home insurance providers will be the first beneficiaries of the first 4CE Benchmark study when the first truly four-dimensional research results are published in March 2012.

The results of this independent research will give senior executives within insurance companies, as well as industry analysts and commentators, the clearest insight to date on online customer behaviour when purchasing motor and home insurance, the obstacles that customers’ face and which companies are most / least successful at converting customers online.

“There are many online experience benchmarks available today, but they fail to provide brand owners with any real insight, typically only delivering a hit parade of properties ranked against formulaic, and almost redundant criteria,” says Nicholas Greig, Global Reviews’ Commercial Director, UK and Europe. “Today, with ever tighter budgets and increased scrutiny on marketing spend, brand owners need deep,truly insightful and actionable insights that measure customer behaviour and response, pinpoint issues with the experience provided and inform how to improve conversion.”

Global Reviews’ 4CE Benchmark combines an expert web audit where sites are evaluated against more than 400 best practice criteria, a customer audit of the site’s functionality, and buying behaviour research to determine how much effort it takes for a customer to complete key tasks. The Benchmark also integrates survey questions to provide insight into the customer’s attitude and satisfaction with the website experience. Subscribers to the researchwill also benefit from a dashboard of key metrics, a breakdown of industry competitor performance, plus an additional layer of analysis to highlight key strengths and weaknesses and priority recommendations from Global Reviews’ experts with best practice insights to enable a true competitive advantage.

“We are applying the 4CE Benchmark to the UK motor and home insurance industry first as it is a particularly crowded market that provides high-competitive products, within a complex and sophisticated online environment – with many decision-making steps,” adds Greig. “However, 4CE is such a powerful and compelling tool to measure website performance and competitiveness, we will be rolling it out through 2012 to track other sectors including gas and electricity providers, mobile operators, as well as the health and life insurance markets.”

For more information or to arrange an interview with Nick Greig, contact:
Clive Savage
Greenfields Communications
+44 (0)207 378 3472
clive@greenfieldscommunications.com