Understanding Online Consumers
Latest Health Insurance OCM findings show that branches are providing the most useful information to those researching which company to use (H1 06, N=2054).
These results clearly show that both phone and web channels require some improvement in the usefulness of information provided to consumers who are researching Health Insurance products.
Further information and enquiries contact: Christy Arnott
To VR or not to VR, that is the question. Many companies have been moving to Voice Recognition Menu Systems on their phone service lines, but is this providing a good customer experience?
There are arguments that, with the increasing use of mobile phones to contact companies, this voice recognition service is actually making the lives of mobile users easier by eliminating the need to press buttons. The findings to our survey clearly show, however, that people do not like using these systems, with many facing problems with their instructions being misunderstood.
It is critical that you get it right if implementing such a service, or perhaps even offer upfront the choice to use the traditional numerical system.
Further information and enquiries contact: Christy Arnott
Just a heads up that Global Reviews have moved their Australian Office.
Please note that we have also changed our phone number.
Level 1, 102 Albert Road
South Melbourne, VIC, 3205
Ph: +61 3 9694 2000
Fx: +61 3 9694 2001
The new office is a clear move forward for the company. We now have a large boardroom for running workshops as well as plenty of room for new employees as we expand. The office also comes equipped with a fully functional call centre for our telephone benchmarking product.
Further information and enquiries contact: Christy Arnott
The 2nd Annual Global Reviews Client Seminar was held at the Sebel Pier One in Sydney on Friday, 31st March 2006.
The event was attended by over 80 guests from many of Australasia's leading companies, representing a wide range of industries including banking and finance, health insurance, energy, ISP's and airlines.
The day focused on the concept of Website Customer Experience 2.0 and how developments in the online space can assist businesses to provide superior levels of customer service. (Agenda here)
The Global Reviews team wishes to extend their thanks to all who attended and we look forward to seeing you again at next year's event.
Further information and enquiries contact: Christy Arnott
The latest Global Reviews Online Consumer Monitor for Mortgages shows that mortgage provider websites play a very important role in the Mortgage decision making process (N=1000+).
The results below show the top 5 stages of the process in which websites are used.
Further information and enquiries contact: Christy Arnott
Email is fast becoming one of the primary ways of communicating with both prospective and current service providers. The latest GR Online Consumer Monitor for Email (N=1100+) highlights this high level of usage across all Industries, particularly ISP’s, Banks, Travel Agents and Airlines.
In order to meet customers’ perceptions of acceptable response times, and hence maintain a positive customer experience, it is essential that emails are answered within 24 hours (1 working day).
The current performance of the offering provides a unique opportunity to develop a positive point-of-difference by providing speedy responses to email enquiries.
Further information and enquiries contact: Christy Arnott
According to the latest GR online panel review (N=7000+), the use of the Firefox browser in Australia is on the rise. The last year has seen usage steadily increase, from 7.1% to 10.4%.
This finding highlights the need for websites and web tools to be thoroughly tested for compatibility with this browser.
It is far too common that I come across websites that don't work on Firefox. It is particularly important to have your site run smoothly on Firefox if your business drives acquisition through its site.
It is important to understand the psychology of driving acquisition through websites. Those who are more net savvy will seek alternative browsers. This group are also more likely to interact with companies though websites as they are more comfortable with the medium. If your website doesn't work with Firefox then you immediately cut out a big chunk of your potential web-savvy consumers.
Technical Tip:
When designers are creating flash animation for websites, the flash creation process generates to be compatible with the designers default browser. Note for designers, if the default browser is set to Explorer then the flash animation won't work properly on Firefox. If, however, you generate the flash whilst Firefox is set as your default browser, the resulting file will work on both Explorer and Firefox.
Technical tip thanks to iridiumetric design.
Further information and enquiries contact: Christy Arnott
This is a brief introduction to the Global Reviews Quickstats Blog.
Global Reviews is an Australian company which provides a unique benchmarking system to assist companies with monitoring and improving all channels of customer contact.
Upon recognition that Customer Experience is the most important differentiator for any company in today's highly competitive market, Global Reviews has developed a unique objective benchmarking process to measure the website, phone service, email service and branch service of major companies, world wide.
In addition to this benchmarking, Global Reviews conducts regular industry-specific surveys amongst consumers. This enables us to ensure that our benchmarks are weighted appropriately, according to the wants, needs and behaviour of consumers.
This blog will report industry relevant results from these consumer monitors. The findings reported here will ordinarily cover just one question from each Monitor, with the full data available for purchase on request.
Monitors are conducted on a bi-annual basis and the survey is run online from the Global Reviews website. Respondents are invited to the survey from the Global Reviews panel (17000 strong) and also through online promotions. Most Industry Monitors will have a sample of over 1000 people.
