Response from winner ANWB
“We’re very proud we’re number 1 within the insurance industry in the CX rankings of the Digital Excellence Monitor 2018. ANWB distinguishes itself by being an association, in which the members’ needs are at the heart of everything we do. We’re constantly conducting user studies and CX studies, and let ourselves be led by them in our activities. With an experienced and specialized team, we work hard every day on continuously improving and developing our online environment and the user experience.”
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.
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.
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.
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.
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.
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.
Digital Excellence Monitor 2018 Composed Of
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.