Response from winner ANWB
“It’s amazing to see that we, with our highly motivated lean and agile team, are actually improving the product every day based on customer feedback and data. We’re showing that IT doesn’t have a department or an expense, but can actually make the difference, and add real value.”
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.
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.
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.
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.