About the Digital Excellence Monitor

Are you among the companies with the best online CX? Does your company top the rankings as a winner or are you lagging behind on your competitors? In the Digital Excellence Monitor 2021, we’ve unleashed a year of online Customer Experience research (August 2020 – July 2021) with CX rankings in 6 industries: Automotive, Energy, Finance, Insurance, Retail, and Telecom. Also, we’ve appointed an overall winner: the company with the best online CX of all 137 Dutch websites measured: Coolblue.

The Digital Customer Experience Scores (on Desktop, Smartphone, and “Overall”) per market player in the six industries, are the averages of the scores of the three customer experience themes Look&Feel, Offer, and Brand of all the surveys from August 2020 to July 2021. Rounded scores are shown, the ranking is determined on decimals.​

Frequently
Asked
Questions

With The Digital Excellence Monitor 2021, we unleash a full year (August 2020 – July 2021) of online customer experience research in the Dutch market with rankings in six industries: Automotive, Energy, Finance, Insurance, Retail, and Telecom. Also, we name 1 overall winner: Coolblue, the best of all 137 websites measured with an overall Customer Experience Score of 74.

That’s easy, just create a free MyWUA account and you can access the full Digital Excellence Monitor 2021 dashboard there. Here’s a nice bonus: you’ll also have access to a demo dashboard of our full product, the Digital Experience Dashboard!

You can name yourself an industry “winner” if your average Digital CX Score (on desktop & smartphone) is the highest of ALL market players in your industry. If you’re a market player (like ANWB), who’s active in multiple industries, it could be that you are the winner in more than 1 industry.  

WUA works with renowned international panel providers. These providers select, based on our briefings, the respondents for our studies. We ask at least 200 consumers per device to go online, search, and choose for a product or service, based on a realistic task. They fill out our benchmark questionnaires. All the information is captured, quantitatively and qualitatively.

A limitation of the free online orientation method research WUA uses, is that we leave respondents completely free in their orientation towards a product or service. As a result, only providers are included who are actually found, so “not found = not assessed =  not ranked” applies.

It may therefore be that a certain provider that you would expect to see, is not in the ranking. Also, certain providers and big players or usual suspects are missing, because we did not study EVERY journey in a specific industry.

Relax. Nothing’s wrong. A limitation of the free online orientation method research WUA uses, is that we leave respondents completely free in their orientation towards a product or service. As a result, in our studies (and thus in the Digital Excellence Monitor) only providers are included who are actually found, so: “not found = not assessed = not ranked” applies. Also, certain providers and big players or usual suspects are missing, because we did not study EVERY journey in a specific industry. And, a bit more technical from a research methodology perspective: we work with a minimum in Findability of 5%, and a minimum of n=20 to be incorporated in the Digital Customer Experience rankings. So if your website has low Findability, the number of respondents who have assessed your website is probably too low to be ranked in the Digital Excellence Monitor.

A ranking of the Customer Experience Themes has been made per industry: websites are shown in the same list, but the data is derived from different orientation studies that have been carried out within a specific industry

Within Finance, for example, these are studies into, among other things, taking out a Mortgage or a Current Account. Of course we realize that different journeys (and sometimes their target groups) are not 1-on-1 comparable at first sight.

We believe in benchmarking. Not only can you learn from the winner within a journey, the highest-scoring websites within and outside your industry also provide inspiration. 

The Digital CX Scores per market player are the averages of the scores of the three customer experience themesLook&Feel, Offer, and Brand of the surveys from August 2020 to July 2021. Rounded scores are shown, the ranking can be determined on decimal places.  

The Digital Sales Ranking is based on the Digital Sales Score of all the studies measured: How well is a website found (Findability), and how good is a website in convincing a consumer to eventually choose for them? (Preference & Conversion). The Digital Sales Score per market player is the average of all the scores from all the studies from August 2020 to July 2021. Rounded scores are shown, the ranking can be determined on decimal places.

What you'll get when you join the WUA platform

  • Full ranking of all 137 Dutch websites measured (August 2020 – July 2021)
  • Know where you stand in the ranking and compare yourself to the direct competition in your industry, and to the #1
  • Unlimited access to a Free Digital Experience Dashboard of our full product on journey-level
  • Unlimited access to the Digital Excellence Monitor 2021 Dashboard
  • Device breakdowns with desktop and smartphone rankings, per industry
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