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 newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags TelstraCBAAGLcolesFifth QuadrantCGUBupaRSPCADr Catriona Wallace

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

Essentials

Mobile

Exec

Budget

Back To Business Guide

Click for more ›

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Tom Pope

Dynabook Portégé X30L-G

Ultimately this laptop has achieved everything I would hope for in a laptop for work, while fitting that into a form factor and weight that is remarkable.

Tom Sellers

MSI P65

This smart laptop was enjoyable to use and great to work on – creating content was super simple.

Lolita Wang

MSI GT76

It really doesn’t get more “gaming laptop” than this.

Jack Jeffries

MSI GS75

As the Maserati or BMW of laptops, it would fit perfectly in the hands of a professional needing firepower under the hood, sophistication and class on the surface, and gaming prowess (sports mode if you will) in between.

Taylor Carr

MSI PS63

The MSI PS63 is an amazing laptop and I would definitely consider buying one in the future.

Christopher Low

Brother RJ-4230B

This small mobile printer is exactly what I need for invoicing and other jobs such as sending fellow tradesman details or step-by-step instructions that I can easily print off from my phone or the Web.

Featured Content

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?