CGU claims top spot for best customer experience company

Telstra takes out people’s choice award

CGU Insurance has claimed pride of place at the top of the best consumer experience companies list 2014.

The list was compiled by consultancy firm Fifth Quadrant and analytics software developer Flamingo. The study was conducted in conjunction with Oracle and CMO Magazine.

The awards were announced following a process that involved a judging panel of industry professionals and participation from consumers through online voting. Fifth Quadrant said entries were evaluated utilising a rigorous and propriety framework to ensure that the assessment process was robust and objective.

According to the list, CGU Insurance, Bupa, CBA, Coles, RSPCA and AGL are among organisations which provide the best customer experience (CX) in Australia.

CGU Insurance won best CX company for 2014 and Bupa Australia took home the best CX, leading CX initiatives award. Inventium was honoured with the 2014 best CX organisational leadership award.

Several People’s Choice awards were included following a poll of 2500 consumers who were asked to nominate up to five organisations that they felt provided them with an amazing customer experience in Australia across six industry sectors.

Telstra was awarded Australia’s best CX company people’s choice 2014. The telco also won best CX company people’s choice for telco, paid media and internet providers.

The Commonwealth Bank won the people’s choice for finance, banking and insurance. AGL received the nod for utilities; the RSPCA for human and animal health; TAFE for government and education; and Coles received the people’s choice award for retail and wholesale.

Fifth Quadrant chief executive, Dr Catriona Wallace, said that customer experience was a large trend driving organisational transformation at the highest level.

“Fifth Quadrant has found that Australians are prepared to pay 14 per cent more for good, consistent customer experience. At the same time, organisations without a CX strategy churn customers and have higher costs. Nine in 10 Australians switch to a competitor because of a poor experience and eight in 10 actively advise friends and family to avoid companies that have provided a poor service.

Join the Good Gear Guide newsletter!

Error: Please check your email address.

Tags CBAFifth QuadrantAGLRSPCAcolesDr Catriona WallaceTelstraCGUCustomer ExperienceBupa

Our Back to Business guide highlights the best products for you to boost your productivity at home, on the road, at the office, or in the classroom.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.
Chris Player
Show Comments

Essentials

Lexar® JumpDrive® S57 USB 3.0 flash drive

Learn more >

Microsoft L5V-00027 Sculpt Ergonomic Keyboard Desktop

Learn more >

Mobile

Lexar® JumpDrive® S45 USB 3.0 flash drive 

Learn more >

Exec

HD Pan/Tilt Wi-Fi Camera with Night Vision NC450

Learn more >

Audio-Technica ATH-ANC70 Noise Cancelling Headphones

Learn more >

Lexar® Professional 1800x microSDHC™/microSDXC™ UHS-II cards 

Learn more >

Lexar® JumpDrive® C20c USB Type-C flash drive 

Learn more >

Budget

Back To Business Guide

Click for more ›

Most Popular Reviews

Latest News Articles

Resources

PCW Evaluation Team

Michael Hargreaves

Windows 10 for Business / Dell XPS

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Aysha Strobbe

Windows 10 / HP Spectre

Ultimately, I think the Windows 10 environment is excellent for me as it caters for so many different uses. The inclusion of the Xbox app is also great for when you need some downtime too!

Mark Escubio

Windows 10 / Lenovo Yoga

For me, the Xbox Play Anywhere is a great new feature as it allows you to play your current Xbox games with higher resolutions and better graphics without forking out extra cash for another copy. Although available titles are still scarce, but I’m sure it will grow in time.

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?