WUA Benchmark milestone: 15,000 evaluated websites
At WUA, together with our customers, we are building the best and largest digital experience benchmark in the world. This WUA customer benchmark is richer than ever before! We are proud to announce that we’ve now had over 15,000 websites evaluated by potential customers.
The customer journey mapped out
All website evaluations were realised through the (free) orientation of tens of thousands of potential customers who spent approximately an hour to an hour and a half looking for a product or service. We map these customer experiences based on our validated WUA WPS-model. It is a perfect simulation of how consumers make online purchases, with demand and benchmarking as natural consumer behaviour (you always look at multiple providers when you want to buy something, and compare these until you’ve made your final decision). After an hour of orientation, we ask the potential customer to decide which product or service provider they would like to purchase from or continue with.
One of the most important questions answered here, is why people choose one provider over the other. Experience teaches us that the answer to this question plus the full customer journey are the primary sources you need to set the right priorities for digital improvements in order to achieve digital excellence.
Best practices for our customers
The more websites are tested by WUA, the more best practices we can find based on direct customer feedback. By implementing best practices, you learn from your competitors and other providers, making great digital strides. Comparing outside your industry is also important: looking beyond your own horizon or that of your competition in your market or country. As a provider in the Dutch healthcare market, why not look at the international telecom market? Usually, the wheel has already been invented elsewhere.
We once started in The Netherlands, and since then the WUA benchmark has expanded to 12 different countries and the counter is now at 15,000 evaluated websites. Recent additions are the Greek and South African markets (telecom industry). Together with our customers, we keep expanding step by step. The benefit for most of our customers is that they can test their own industry abroad. The online car insurance market in the UK, United States, or Germany can be very interesting for Dutch players in this industry in order to find new best practices. We could go on and on, and we will!
In addition to the online orientation benchmark, WUA is increasingly testing the most important service questions on desktop, smartphone, and app. There are some really big challenges for benchmarking here, and thus opportunities…
About WUA & the WUA benchmark
Digital experience benchmarking, what is that? Most companies that offer services or goods to consumers have previously set up a website or other digital domain to do this. Just like in real stores, visitors of the digital domain have particular experiences: good or bad, pleasant or unpleasant, easy to navigate or confusing, and so on. What WUA does, is map all these experiences of potential customers from the beginning of the customer journey until just before the Purchase button or the end of a service trajectory. All of these experiences and reviews are collected in a database, forming scores that can be compared to one another!
There. That was digital experience benchmarking in a nutshell, with good news about yet another milestone in WUA’s history. Do you have any questions, or would you like to discuss the digital challenges your company or organisation is dealing with? We are always available! ☺ e-mail: [email protected] or call: +31 (0)20-5319710.
