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Motoring group RACQ has received The Most Recommended Brand award for motor insurance in Australia for 2018, beating 11 other major insurers on customer experience.
The award was part of Engaged Strategy’s Consumer Recommendation and Loyalty Studies, which polled more than 1,600 customers in Australia across a range of brand and customer-experience analysis involving 12 major motor insurance providers.
RACQ secured a 40% net promoter score (NPS), well above the 8% industry average, with a further analysis of the responses showing the motoring group scored better in its customer helpfulness and built on its reputation that aided the brand in delivering customer experiences worthy of recommendation, the strategic consultancy said.
“This is an era where customer experience is a battleground to conquer for major brands within an industry” said Christopher Roberts, managing director of Engaged Strategy. “This empirical study transcended each brand’s offerings to understand consumer perception of market structures, their understanding of the strengths and weaknesses of each brand or product, and consumer perception of the market position of each brand surveyed, and what made RACQ top the charts as the brand that gained the highest customer trust.”
John Myler, CEO Insurance at RACQ, said it was “exceptional” for a state-based insurer to win a national award.
“I’m thrilled to receive this award, and equally thrilled to see how much more we can do for members in the near future,” Myler said.
