Digital Excellence Monitor 2018 Automotive Logo

Digital Excellence Monitor Automotive

Welcome to the 2018 edition of the Digital Excellence Monitor, the ultimate annual digital customer experience benchmark of The Netherlands. They’ve got it worked out: private car lease with ANWB. They score high on Brand in the 6 studies WUA conducted this year in the private lease market. After the insurance industry and the travel industry, ANWB.nl is also the best on Brand in the automotive industry. On smartphone, they score no less than 5 points above Athlon.com on Brand. Download the complete report for the analysis, winners’ quotes, and 13 Best Practices.

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Rankings Automotive

Desktop

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Smartphone

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Response from winner ANWB

Sandra Molenaar ANWB

“ANWB stands for trustworthiness and transparency. That applies to our products and services, for our information and advice, but also for how we help our members make the right choices. With our private lease product, we’ve joined a market that lacks transparency for many consumers. We’ve presented an honest product with consumer-friendly conditions. And, looking at the beautiful award we’ve received, we manage to present private lease on our website in a user-friendly, clear manner. Thank you for the recognition”

Sandra Molenaar, Commercial Director Consumer Market - ANWB

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Fill out your name and email address below, and download the complete Digital Excellence Monitor 2018 Report (Dutch) for free:

What you can expect:

  • Best practices from each industry on the three themes

  • Over 80 pages filled with insights and inspiration to excel in digital

  • Receive emails with more valuable insights in the coming weeks

  • The option to sign up for a free Digital Excellence Masterclass

Preview of the report:

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View the Rankings per Industry

The Digital Excellence Monitor 2018 is a benchmark report that offers insight into the customer experience of Dutch consumers for the purchase of a product or service in 7 important industries that WUA has studied (in 2017 – 2018). Here, you can view the rankings for each industry. Download the complete report for the analysis, winners’ quotes, and 13 Best Practices for all 7 industries.

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Insurance

Never before was there a Golden Winner in the WUA Benchmark. Now, that moment has come: for the 10thtime in a row, ANWB.nl is crowned the winner of the study on car insurance. A unique achievement! The website also performs well in user experience: this year, ANWB.nl gets the best overall scores of the entire insurance industry. ANWB also takes the lead on smartphone.

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Finance

Rabobank.nl takes the lead on desktop, and makes its comeback this year in all of the 10 finance studies WUA conducted this year. We also see remarkable results with ASNBank.nl: they’re the winners on smartphone, and rise an astounding 20 places compared to last year. In the orientation on a checking and savings account, ASN gets the highest scores on both Offer and Brand.

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Telecom

A broad range of devices and subscriptions, excellent use of (Dutch) language, and a tastefully designed product detail page. These are a sampling of the points that lead to high scores on customer experience for the number 1 in the telecom industry, KPN.com. On smartphone, Telfort.nl wins. On Brand, it even slightly outperforms the well-known KPN. But on Offer, too, Telfort.nl performs well.

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Energy

This year, we’re seeing an interesting shift in the desktop energy study: ENGIE-Energie.nl and Gaslicht.com are charging up the ranking. With a final score of 78, Engie forces last year’s winner, Greenchoice.nl, back to second place. On smartphone, Greenchoice.nl remains far ahead of the competition: with a final score of 7.9, they far outperform the Netherlands’ energy giants.

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B2B

Comparing all business studies we’ve done this year, we can see remarkable differences between industries. Energy providers, for example, perform relatively well, whereas the car industry is less stellar in customer experience.

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Travel

Mostly thanks to its incredibly solid brand, ANWBCamping.nl is the best in the travel industry on smartphone. The impressive score of 86 on Brand was the result in the study on going camping in France. The confidence in the classic ANWB brand remains huge, as we can also see in the automotive and insurance industries. Consumers also feel like the offer is broad.

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The Numbers

We believe in benchmarking. You can learn, not only from the winner within a journey, but also from high-scoring websites within and outside of your industry. This WUA Digital Excellence Monitor 2018 report is based on the results of the Web Performance Scans WUA conducted between August 2017 and July 2018.

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