GREETINGS GLOBAL REVIEWS Quarter 1 2006 INSIDE... News Latest Results » Global Reviews Client Seminar » Health Insurance Web CE Benchmark » AICC Melbourne Luncheon » Savings Accounts Telephone CE » New GR Blog Benchmark » New Clients & Re-subscribers » ISP Email CE Benchmark » GR in the News Other Updated Results » New GR Staff New Benchmarks » Australia: GR Office Move » Telephone CE Benchmark: Service » NZ Retail Financial Services Forum » Telephone CE Benchmark: IVR Opinion » Email matters, or does it? News » Global Reviews Client Seminar The 2nd Annual Global Reviews Client Seminar was held Industry Roundtables were held for Banking and Finance, in Sydney on Friday, 31 March 2006. The seminar was Health Insurance and Energy Retailers. Each discussion attended by around 80 guests from some of Australasia’s centered on key issues within each industry and provided leading companies across a range of industries. delegates with a rare opportunity to talk with peers from other companies in a positive, open environment. Hosted by GR Directors, Adir Shiffman and Adam Goodvach, the event focused on the concept of “Website We would like to take this opportunity to say a special thank Customer Experience 2.0” and how to cope with the you to our event sponsors, Eclipse (www.eclipsegroup. challenges posed by increasing demands placed on com.au). We thank them for their contribution to the panel customer-facing websites. Presentations throughout the session and during the lunch time address. day explored emerging trends in the online space and how these have the potential to impact more positive customer experiences. The ﬁrst presentation of the day was titled ‘Web 2.0 - it is more than just a buzzword?’. The session looked at newly popular online features such as RSS feeds and blogs, and their anticipated effect on how people interact and communicate online. The Seminar program included an interactive Panel Discussion, titled ‘The growing range of personalisation options available online’, and combined speakers from across banking, airline, online media and website strategy organisations. They offered an interesting cross industry Panel Session (L -R): Adir Shiffman, standing (Global Reviews), Nick perspective on the topic and encouraged interactive Dalla Riva (National Australia Bank), John Lonergan (Qantas), Stuart Johnson (Eclipse), Scott Johnson (News Interactive) audience participation. 1 www.globalreviews.com Coffee on arrival Industry Roundtable: Energy Retailers Networking over the afternoon break Networking Drinks (L-R): Nicole Leeson (Qantas), Sascha Hunt (Citibank), Lucy Mahony (Qantas), David Goldberg (Global Reviews), Simon Blair (Global Reviews) Thank you to our clients and guests for attending, particularly those who traveled from overseas and interstate. We look forward to seeing you all again at next year’s event. » AICC Melbourne Luncheon » New GR Blog The Melbourne branch of the Australia Israel Chamber Global Reviews has recently launched its own Blog, to of Commerce (AICC) hosted a lunch at The Palladium, keep our clients and other interested parties up to date Crown Towers on 27 February 2006. Guest speaker for on the latest developments in the area of Customer the event was MD & CEO of National Australia Bank, Experience. John Stewart. The GR blog reports on the statistical results of our Online As an AICC coporate sponsor, Global Reviews invited a Consumer Monitors, up to date information about how range of key clients along to the event including HSBC, and why customers are using various communication ANZ, St George and National Australia Bank. channels and new concepts in Customer Experience. Should any of our clients wish to attend a future event, The GR blog can be found at: please contact: http://www.globalreviews.com/blog. Jane Winzer Corporate Communications Manager firstname.lastname@example.org Ph: 03 9694 2023 2 www.globalreviews.com » New Clients & Re-subscribers » New GR Staff Below is a list of some of our clients who have The GR team continues to expand following the arrival either subscribed or re-subscribed: of three new staff in our Melbourne ofﬁce over the last quarter. We are pleased to welcome: Jeremy Barth, Senior Client Advisor Jeremy has extensive experience in eCommerce and online marketing management and consulting. He will use his expertise to work closely with a select group of Website CE Benchmark clients. Barry Sher, Operations Assistant Manager Barry has joined the GR team to assist in operations and » GR in the News to contribute to the extensive quality control process undertaken as part of our Web CE Benchmarking Global Reviews’ story titled ‘Banks Failing to Deliver product. on Consumer Demand for Direct Mortgages’, was widely covered this quarter. A few who ran the story Ellen Clarke, Contact Centre Analyst included The Age, The Sydney Morning Herald, AAP and After working with GR on a casual basis, Ellen now joins The Sunday Times in Perth. The story focused on the the Contact Centre Benchmarking team as a full time emerging trend of direct home loans. telephone experience analyst. The release of GR’s ISP Multi Channel Benchmark results Global Reviews is currently recruiting the following was seen on InfoQuorum, the website belonging to the positions: Contact Centre’s major industry publication, TelCall. » Senior Client Advisor, Website Customer For complete media releases, visit our website at Experience Benchmark (Full time) www.globalreviews.com or contact: » Sales Manager (Full time) Jane Winzer Should anyone wish to receive more information about Corporate Communications Manager these roles, please contact: email@example.com Brad Smith Ph: 03 9694 2023 Operations Manager firstname.lastname@example.org Ph: 03 9694 2013 » New Zealand: Retail Financial Services (RFS) Forum » Australia: GR on the Move GR Director, Dr Adir Shiffman, was invited to be a guest The Australian Global Reviews team relocated to newly speaker at the Retail Financial Services Forum in Auckland refurbished ofﬁces in March. Our new details are: on 10 & 11 April. This was the inaugural event for New Address: Level 1 / 102 Albert Road Zealand, following successful events held in Australia over South Melbourne, VIC, 3205 a number of years. Phone: +61 (3) 9694 2000 Adir’s presentation focused on how NZ banks are servicing Fax: +61 (3) 9694 2001 their customers across multiple channels. Organisations Our new ofﬁces have been designed and ﬁtted to represented on the day included Reserve Bank of New accommodate a growing team and the ever increasing Zealand, Kiwibank, ANZ and Westpac. demands on our team of analysts. The ofﬁce comes Adir will also be speaking at the RFS Forum in Sydney equipped with fully functional contact centre labs for from 20-22 August 2006. For further information about the our telephone and email benchmarking analysts. conference, visit www.iir.com.au/ﬁnance. We would welcome any of our clients to our new ofﬁce so if you’re ever in the Albert Park lake area, please feel free to drop in for a visit. 3 www.globalreviews.com Latest Results » Health Insurance Web CE Benchmark Australian Health Management (AHM) has scored the Manchester Unity repeated their solid performance in highest benchmark score each quarter for the last 12 Q4 2005 to again rank 2nd overall, providing detailed and months. Their online member servicing was a particularly easily comparable content on policy options. Medibank strong feature in the recent benchmark and they continue Private’s performance was mixed, but their website to provide comprehensive customer support through an content rated 15 percentage points above the industry extensive list of FAQ’s and a user friendly enquiry form. average. » Savings Account Telephone CE Benchmark 10 banks were assessed in Q1 2006 for the experience percentage points clear of second placed BankWest. they provide to Savings Account customers via their call NAB and CBA were benchmarked for the ﬁrst time, centres. Suncorp ranked ﬁrst with a score of 55.9%, 2 rating 3rd and 9th respectively. » Internet Service Provider (ISP) Email CE Benchmark Of the 6 ISP’s assessed during Q1 2006, BigPond rated the Readability category, thanks to their succinct replies as the best performer across the Email Benchmark. In the and the use of customer friendly language. Dodo scored Expectations Management category, which measures 94% in the Product Beneﬁts category reﬂecting good how companies communicate expected response times, product knowledge and an ability to match products that BigPond achieved a perfect 100% score while each of the were best suited to the customer’s needs. other 5 companies struggled. OptusNet scored well in Other Updated Results Website Customer Experience Benchmark Telephone Customer Experience Benchmark » Auto Insurance » Credit Cards » Mortgages » Auto Manufacturers » Internet Service Providers » Savings Accounts » Auto Classiﬁeds » Mobile Phones » Credit Cards » Energy Retailers » General (Home/Contents) Insurance » Health Insurance GR Quick Stat: Speed E-mail, Beat the Snail » Hotel Aggregators Email is fast becoming one of the primary customer communication channels. The latest GR Online » Internet Service Providers Consumer Monitor for Email (N=1100+) indicates a » Online Savings Accounts high level of usage across all Industries, particularly » SME Banking ISP’s, Banks, Travel Agents and Airlines. » Travel Agents Current cross industry performances highlight a unique » Travel Insurance opportunity to develop a positive point-of-difference by providing speedy responses to email enquiries. Customer Expectation of Email Response Time Email Customer Experience Benchmark » Airlines > 72hrs » Credit Cards Within 72hrs » Energy Retailers Within 48hrs » Health Insurance Within 24hrs » Internet Service Providers Within 12hrs » Mobile Phones Within 5hrs » Mortgages Within 1hr » Savings Accounts 0 10 20 30 40 50 60 % 4 www.globalreviews.com New Benchmarks » Telephone Customer Experience Benchmark: Service This Benchmark measures the inbound service that call centre operators provide against that of best practice. Assessments are conducted on real customer interactions, recorded and supplied by clients, and are tailored to their speciﬁc call monitoring requirements. » Telephone Customer Experience Benchmark: IVR This Benchmark measures operator service levels when dealing with inbound sales and service and compares the use of call centre IVR’s against IVR best practice standards. For more information about these Benchmarks, please contact: Simon Blair Contact Centre Benchmarking Manager email@example.com Ph: 03 9694 2018 Opinion » Email matters, or does it? Global Reviews Email Benchmarking Executive, David online correspondence not only to provide a quality Goldberg, was recently interviewed by the Editor of the email Customer Experience but also to maximise , online newsletter for SOCAP the Society of Consumer the opportunities provided by the interaction itself. Affairs Professionals. The interview resulted from a SOCAP member enquiry about existing programs For more information about Email benchmarking, please available to help organisations manage and best service contact: customers over the email channel. David Goldberg Email Benchmarking Executive It is encouraging to see that some companies are starting firstname.lastname@example.org to think seriously about this largely neglected channel. Ph: 03 9694 2016 GR recently completed Email Customer Experience Benchmarks across eight industries. Amongst the Finance and Energy retailer results, up to one third of GR Quick Stat: [Inter] Net a Loan all emails were not acknowledged within seven days. Of Instead of using a broker, mobile lender or the those that were acknowledged, up to 35% contained branch network, banks are encouraging consumers spelling or grammatical errors. With consumers using to research and then apply for a home loan over the email more and more, these are signiﬁcant ﬁndings and phone and even online. if not addressed, could ultimately have a considerable The good news for banks is that research indicates ‘direct mortgages’ satisfy a real consumer demand. affect on company proﬁtability. The latest Global Reviews Online Consumer Monitor Providing customers with a positive experience however for Mortgages shows 1 in 5 consumers would prefer to apply for a home loan online. and whenever they choose to contact a business is fundamental to establishing strong customer relationships. Why should a telephone operator receive Preferred Channel for Mortgage Application any more training than an email operator if organisations Branch want to maximise the opportunities that every customer Website interaction affords? Telephone Email communication needs to be monitored, measured Mobile Banker and managed just like the phone and web channels, as Other part of delivering a consistent and integrated quality Customer Experience. It is becoming increasingly 0% 10% 20% 30% 40% 50% 60% 70% important for companies to effectively manage their 5 If you require assistance with any of this newsletter content, contact Jane Winzer at email@example.com.