View the Q2 2024 Car Insurance Providers Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Each month, we conduct mystery shopping calls at a cross-section of Australian Car Insurance Companies to provide Voice of the Customer (VoC) insights into the genuine experience customers receive when trying to connect to a live customer service employee at an Australian Car Insurance provider.
Call Centre Wait Times for Australian Car Insurance Companies, the quality of customer service provided by the Australian Car Insurance Company, the number of menu options and more are all assessed using the Australian Contact Centre Quality Standards, which contain over 80 different individual performance elements.
Each quarter, we publicly report on four key metrics:
- The ACCESS score measures how easy it was to connect to a live contact centre agent at an Australian Car Insurance Company, which includes metrics such as call centre wait times, the number of IVR options, talk times and more.
- The CUSTOMER SERVICE score measures the customer service skills of the contact centre agent across five core competencies and over 30 individual elements.
- AVERAGE WAIT TIME - the time it takes for the call to be answered after the customer has navigated through the menu options and has been placed into a queue, to the time the call is answered by a live customer service agent.
- The CUSTOMER EXPERIENCE score measures performance on the competencies that most influence the customer experience and is used to determine the overall ranking results.
This combination provides powerful, independent insights into the call centre customer performance of Australian Car Insurance Companies, enabling us to ensure we provide the industry resources, skills, and insights where it matters most to help Australian Car Insurance Companies improve the experiences for the customer and their stakeholders.
ACXPA members gain access to additional monthly reports they can download, along with year-to-date and lifetime average data.
Plus, as an ACXPA Member, you'll gain access to a range of industry best practices, resources, training, and support to help you deliver efficient and effective customer experiences.
How the Mystery Shopping Calls are made to Australian Car Insurance Companies
Our Australian-based mystery shoppers are specially trained to replicate real customer enquiries, with calls made at random days and times using differing scenarios tailor-made for general car insurance enquiries, typically related to new car insurance policy enquiries.
Whilst there can always be some debate around sample sizes, ratios of FTEs to the customer base, demographics, busy periods than usual, etc, that can potentially influence results, the reality is none of that is important to a customer.
Customers only care about their call and will make all their judgements and decisions based on that one single experience, and that is what our Mystery Shopping results are designed to capture and reflect.
As we need to remain anonymous, the published results typically reflect the experience for new car insurance policy enquiries.
Existing customers with policy enquiries, claims, etc, may have a different experience, and unfortunately, we have no way of testing this without having an active insurance policy.
Australian Contact Centre Quality Standards
The Australian Car Insurance companies are assessed against the Australian Contact Centre Quality Standards, which we have refined for over 30 years and 50,000 calls.
The Quality Standards we use:
- Provide clear guidance on what is required to deliver a good customer experience via the contact centre regardless of size, sector, product or service.
- Uses scores that have a direct correlation to business outcomes - when businesses consistently achieve above 'Met Standards', there is a direct correlation to improved results however you measure them – Customer Satisfaction, Sales Conversions, Net Promoter Score (NPS), Customer Effort Score, improved efficiency, reduced AHT etc.
- Provide insights you can act on - there is no point having data for 'data's sake'. The whole idea of benchmarking and standards is to help you identify specific areas in which you excel and specific areas in which you need to work on to improve business outcomes. Our Standards enable you to hone in on over 80 different performance elements, ensuring no stone is left unturned!
The Latest Australian Car Insurance Companies Call Centre Rankings
Each quarter, we publicly release the leaderboards for the top three and lowest Australian Car Insurance Companies on this page for four key metrics:
- Customer Experience Ranking - the ultimate recognition!
- Most Accessible - how easy it was to connect to a live person.
- Best Customer Service - the quality of the customer service interaction with the live person.
- Best Wait Times - the average time to get through to a live person.
Below are just four metrics - each month, there are over 80 metrics available!
ACXPA Members can view all key metrics, and if you purchase the Contact Centre CX Benchmarking monthly reports for your Car Insurance business, you'll be able to see all benchmarking data for your contact centre and any five car insurance companies you'd like to benchmark your performance against.
Best CUSTOMER EXPERIENCE
Car Insurance Providers - Q2 2024
1st:YOUI56.1%
2nd:RAC Insurance48.0%
3rd:NRMA46.1%
Lowest:RACV Insurance20.8%
CAR INSURANCE SECTOR AVE42.0%
AUSTRALIAN INDUSTRY AVE53.1%
Best ACCESS
Car Insurance Providers - Q2 2024
1st:YOUI75.9%
2nd:Allianz73.2%
3rd:RAC Insurance59.0%
Lowest:RACV Insurance0.9%
CAR INSURANCE SECTOR AVE49.2%
AUSTRALIAN INDUSTRY AVE65.1%
Best CUSTOMER SERVICE
Car Insurance Providers - Q2 2024
1st:AAMI52.9%
2nd:YOUI52.4%
3rd:NRMA48.8%
Lowest:RACV Insurance34.2%
CAR INSURANCE SECTOR AVE44.4%
AUSTRALIAN INDUSTRY AVE53.3%
Best WAIT TIME
Car Insurance Providers - Q2 2024
1st:Allianz01:43
2nd:YOUI02:09
3rd:RACV Insurance02:19
Longest:RAC Insurance03:28
CAR INSURANCE SECTOR AVE02:38
AUSTRALIAN INDUSTRY AVE02:07
Australian Car Insurance Companies Quarterly Reports
Each quarter, we release a public report each quarter that contains an executive summary and insights into the Australian Car Insurance sector's performance.
Monthly Reports and Trends data is also available for ACXPA Members, and if you'd like to view exclusive insights from over 80 metrics for your call centre and benchmarking data for any five car insurance companies you nominate, view our Contact Centre CX Benchmarking service >
Q1 2024 Car Insurance
View the Q1 2024 Car Insurance Call Centre Rankings with average wait times, customer service quality, answer percentage and lots more!
Interested in Viewing Over 80 Voice of Customer Insights for Your Car Insurance Company Every Month?
Purchase our Contact Centre CX Benchmarking Service, and you’ll receive the following:
- Mystery Shopping results for your car insurance company, with each call assessed across over 80 different metrics - includes the quality assessor’s notes, the employee’s name (where provided) and the full call recording.
- Benchmarking data for any five Car Insurance Companies that you nominate so you can compare your performance against other Car Insurance Companies that matter to you.
- Aggregate (sector) data for all the other car insurance companies we assess to provide you with sector-wide results to compare your results further.
- A monthly email with data to track your performance.
- A quarterly report containing insights and trends that are easy to understand, along with personalised, actionable recommendations to help improve your performance.
- An optional Quarterly Insights workshop for your team (conducted live via Zoom) that can provide additional insights, coaching and guidance.
- Access to best-practice training that will deliver improved results for both your customers and your business.
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