Budget Direct named top car insurance website for customer experience

Continuing its winning ways, low cost insurance provider Budget Direct has taken out another title in 2014, this time being named as Australia’s top performer by Global Reviews in their Car Insurance Customer Experience Index.

The Index measures how easy brands make it for their customers when they look to buy or switch Car Insurance. It’s all about rewarding the best website experience for an organisation’s prospects and customers. 

Four key areas are used to decide the best performers for the Global Reviews Car Insurance Customer Index;

  • Customer attitude
  • Customer audit
  • Customer behaviour
  • Best practice

When it came to customer behaviour, the Budget Direct website was put through its paces by a team of Global Reviews recruits who were asked to complete a series of tasks, focussing on the common pain points customer’s face when using online platforms. 

The website testers put Australia’s top 14 Car Insurance providers through the rigorous process, to come up with the eventual winner.

Jonathan Kerr Director of Marketing & Digital at Budget Direct says the award, which comes shortly after taking out Money magazine’s 2014 Best of the Best award for Cheapest Car Insurance, demonstrates Budget Direct provides award winning service at award winning prices.

“Winning the Global Reviews award for Car Insurance Website Customer Experience shows what can be done when a company puts the customer at the heart of everything they do,” says Mr Kerr.

“Budget Direct has delivered on its promise of Simply Smarter Insurance, by developing the best Car Insurance experience on the web for Australians.”

Budget Direct refreshed its brand in August 2013, and as part of that project launched a completely redesigned website. The brand’s in-house Marketing & Digital team used Adobe Experience Manager as the platform for the new website while working with Budget Direct’s in-house IT team to design and deliver the eCommerce side of the website’s customer experience.

Adobe’s Managing Director for Australia and New Zealand Paul Robson said of the win: “I’d like to congratulate Budget Direct on their award from Global Reviews.

“With Adobe Experience Manager, Budget Direct can deliver engaging, personalised experiences for their customers no matter where they are located, on whatever device they are using. It’s great to see their excellent site being rewarded in this way.”

Che Carbis Regional Commercial Director of Global Reviews said it is a very competitive market with all brands working hard on simplifying their online sales journeys for new customers. Budget Direct was able to beat their competitors, by demonstrating they have a good handle on what their customers need and want, and they execute it extremely well. 

"We see many organisations perform well as a customer begins their purchase journey, however many let themselves down with a difficult or confusing application process. Budget Direct's application form performed very strongly."

For further information or interviews please contact Jonathan Kerr, Director, Marketing & Digital, Budget Direct (Auto & General) at 07 3377 8801 or mediaenquiries@budgetdirect.com.au

Budget Direct was established as an insurance provider in Australia in 2000.  It is part of the international BHL 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.