Budget Direct: the customer’s choice for simply smarter service.

September 5, 2013

  • Budget Direct named one of Australia’s best customer service providers.
  • Budget Direct a finalist in the Australian Service Excellence Awards.

Budget Direct isn’t just beating the big boys of insurance on price, but also importantly when it comes to customer service as well. The insurance provider has been recognised by two national customer surveys, as offering some of the best service in insurance.

Budget Direct Motor Insurance has been selected as a finalist by the Customer Service Institute of Australia for an Australian Service Excellence ‘ESi’ Award. The award is based on a survey of thousands of Australian consumers on their experience with over 300 businesses across 22 product and service categories.

In more proof that their hardworking highly skilled contact centre operators are some of the best in the business, Budget Direct has also been named as the top customer service provider in the insurance sector this quarter, by Customer Service Benchmarking Australia.

This result is based on a survey of 217 organisations across 15 industries. 18 insurance providers were assessed, with Budget Direct coming out on top in the category and second overall. The University of Western Sydney took out the title of best customer service provider in Australia.

The rankings are based on 10 phone calls to the business per quarter, concentrating on the new sales area of the organisation.

Director of Call Centre Operations at Budget Direct Gerry O’Shaughnessy says customer experience is the cornerstone of their business.

“We want to wow our customers each and every day. We want to know them better so we can provide the best product or service to meet their needs and we want them to naturally recommend us, based on their experience,” says Mr O’Shaughnessy.

The recent customer service plaudits are recognition of the two years Budget Direct has spent focussing on its customer experience strategy. That strategy centres on three principals, first that customer service is everyone’s business, secondly understanding customer needs, and finally ensuring superior customer service is rewarded.

“With our staff living these principles, every day and with whole of business support, we have been rewarded by our customers providing us with improved scores in the key metrics of Net Promoter Score and Ease of Doing Business. 

“This started by asking all our staff "what gets in your way of providing great customer service around here?” From there we listened, we acted and we delivered on this feedback. These changes, accompanied by asking the same question of our customers has allowed us to invest in our people, systems and processes to continually improve how we engage with our customers,” says Mr O’Shaughnessy.

The winner of the Australian Service Excellence ‘ESi’ Award will be announced in Melbourne on the 9th October. 


For further information or interviews please contact Brad Seymour, Director Partnerships & Communication, Budget Direct (Auto & General) at 07 3377 8937  or mediaenquiries@budgetdirect.com.au

Budget Direct was established as an insurance provider in Australia in 2000.  It is part of the international Budget Insurance group of companies headquartered in the British Isles. The group provides more than 6.8 million policies to insurance customers and administers $2 billion in premiums annually. Budget Direct offers Motor, Home & Contents, Health, Life and Travel Insurance as well as Roadside Assistance.

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