Coming Soon! The Q1 2025 Car Insurance Providers Call Centre Rankings will reveal the top call centres in Australia including average wait times, quality of service, call answer percentage and more!
How We Conduct Mystery Shopping Calls to Australian Car Insurance Providers
Our Australian-based mystery shoppers are specially trained to replicate real new customer enquiries, making calls at random times and days using tailored scenarios related to new car insurance policy enquiries.
While factors like sample size, staffing levels, or time of day may influence outcomes, none of that matters to the customer. They judge a provider entirely on their own call – and that’s exactly what our Mystery Shopping results are designed to capture.
To remain anonymous, our assessments focus on the experience of a prospective customer – typically someone enquiring about a new policy. As such, the results do not reflect the experience of existing customers seeking support with claims, policy changes, or account queries.
This methodology ensures we measure what really matters during the crucial first impression – the moment a potential customer decides whether to trust a car insurance provider with their business.
