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Global Reviews / Providing UK mobile operators with the deepest ever online customer experience insight

by on March 27, 2012 in Ecommerce, London & South East, Marketing, Mobile Marketing, Mobile/Tablet, News you can use, Nuggets, Research, Retail News

Global Reviews
today launches its 4CE Website Benchmark study to measure UK mobile operators’ online customer experience

The results of the 4CE Benchmark into UK mobile operators will be published in May.

4CE is the only four-dimensional online customer experience benchmark in the UK, and was launched in January to track UK home and motor insurance providers. Last week Global Reviews fielded a second 4CE Benchmark to measure UK gas and electricity suppliers’ online customer experience.

The results of this independent research will give senior executives within UK mobile operators, as well as industry analysts and commentators, the clearest insight to date on online customer behaviour when purchasing mobile phones and service plans, the obstacles that customers’ face and which companies are most / least successful at converting customers online.

Nicholas Greig

“There are many online experience benchmarks available today, but they fail to provide brand owners with any real insight, typically only delivering a hit parade of properties ranked against formulaic, and almost redundant criteria,” says Nicholas Greig, Global Reviews’ Commercial Director, UK and Europe. “Today, with ever tighter budgets and increased scrutiny on marketing spend, brand owners need deep, truly insightful and actionable insights that measure customer behaviour and response, pinpoint issues with the experience provided and inform how to improve conversion.”

Global Reviews’ 4CE Benchmark combines an expert web audit where sites are evaluated against more than 400 best practice criteria, a customer audit of the site’s functionality, and buying behaviour research to determine how much effort it takes for a customer to complete key tasks. The Benchmark also integrates survey questions to provide insight into the customer’s attitude and satisfaction with the website experience.

Subscribers to the research will also benefit from a dashboard of key metrics, a breakdown of industry competitor performance, plus an additional layer of analysis to highlight key strengths and weaknesses and priority recommendations from Global Reviews’ experts with best practice insights to enable a true competitive advantage.

“We are very pleased to announce the launch of our third 4CE Benchmark study this year, this time measuring our UK mobile operators clients’ online customer experience – following motor and home insurance in January, and energy providers last week,” adds Greig. “As with insurance and energy, the UK mobile market is highly competitive, and customers are faced with a complex and sophisticated online environment – with many decision-making steps. Because 4CE is such a powerful and compelling tool to measure website performance and competitiveness, we will shortly launch studies into the health and life insurance markets.”

“Global Reviews are a key part of our online planning and strategy development.”
Mobile phone operator, UK

Nicholas Greig

Commercial Director – UK & Europe
Nicholas brings to Global Reviews 20 years sales management experience within the digital advertising, publishing and marketing sectors. Nicholas has lead and driven growth for some of the fastest growing digital marketing organisations within Europe.

Within this role Nicholas heads up the Europe and UK regions with the principle responsibility of building and maintaining sustainable growth within the regions.


Locate UK office

Gerrards Cross Business Centre
52 Packhorse Road,
Gerrards Cross
Buckinghamshire, SL9 8EF

Phone +44 (0) 1753 895 419


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