Consumer loans have been communicated very intensively by banks and web comparison websites recently. In May 2019, 300 potential customers in the Czech Republic used their notebook/PC to search online and select a potential loan provider (100,000 CZK). In this study Air bank finishes on top ones again.
Digital Sales ScoreStudy: Personal LoanMeasurement: May 2019Country: Czech Republic
- 1 Airbank.cz 26
- 2 MONETA.cz 24
- 3 Zonky.cz 21
- 4 Usetreno.cz 17
- 5 Hellobank.cz 15
- 6 KB.cz 14
- 7 CSOB.cz 13
- 8 Porovnej24.cz 12
- 9 CSAS.cz 12
- 10 mBank.cz 10
- All Digital Sales Scans are based on the Digital Sales Model. Using this model, details of the orientation process can be explored. Eventually, a website’s performance is shown in two scores: the Digital Sales Score and the Digital CX-Score. Shown above is the Digital Sales Score: this shows howefficient and effective a website is in keeping his visitors.
Air Bank confirms its position but the competition is close
As in the previous study (November 2018), Air Bank achieved the highest Digital Sales Score (26) and was also best at Customer Experience (CX score: 66).
However, MONETA moved up in its sales score thanks to a much-improved findability compared to the previous study as well as a solid conversion level. Its overall results and potential were also a result of a balanced performance on look & feel, brand, and product.
Zonky maintained its high findability and finished in the top-3 performing providers. Hello bank and KB leveraged their increased conversion levels and improved their performances compared to the previous study.
Home Credit and Česká spořitelna lose most
Home Credit, a loan specialist, lost on preference quite dramatically which was caused mainly by negative perceptions towards its offer and brand.
Česká spořitelna, on the other hand, was considered and visited as a potential loan provider much less frequently than in the previous study, and its online preference dropped by more than 50%.
Usetreno.cz and Porovnej24.cz were the best-performing ‘non-banking’ websites in this study. Usetreno.cz also had one of the highest conversion rates.
The Digital CX-Score
The Digital CX-Score is a representation of the total experience on a website and is based on questions on the themes Look & Feel, Offer, and Brand. Think of, for example, the clear and quick presentation of the offer on a website, and the trust people have in the company behind the website. The score consists of a weighted average of these parts, in which parts that have more impact on the final preference contribute a relatively higher weight to the average. For instance, our analyses show that the elements of Offer and Brand are more important in customers’ final preference than Look & Feel.
Digital CX-Score | DesktopStudy Car InsuranceMeasurement date: December 2018Country: United States
- 1 Airbank.cz 66
- 2 CSAS.cz 65
- 3 CSOB.cz 65
- 4 Usetreno.cz 64
- 5 MONETA.cz 64
- 6 EquaBank.cz 62
- All Digital Sales Scans are based on the Digital Sales Model. Using this model, details of the orientation process can be explored. Eventually, a website’s performance is shown in two scores: the Digital Sales Score and the Digital CX-Score. Shown above is the Digital CX-Score: a representation of everything a visitor of a website experiences on that website. The score zooms in on the different themes regarding Brand, Offer, and Look & Feel.
Explore more insights and data
In the attached document, you will find basic information and data on the performance of key websites and brands competing for the preference of online consumers. We would be happy to discuss the findings in more detail during a personal presentation. Please feel free to contact us any time about the data, methodology, and benefits of the study.
Goal and Relevance of the study
The goal of this study was to exactly map the digital experience of potential customers who are orienting themselves on opening a new loan online. It’s important to capture consumers’ choices and their reasons for choosing a specific brand/website. WUA has worked on a validated model for the past 10 years. Our model shows as precisely as possible what customers want, what the best practices are, as well as which possible issues each provider faces. A custom-made report is available within two weeks, including an action workshop on location and an accompanying presentation.