Trusted by leading organisations across Financial Services, Superannuation, Insurance, Higher Education, Utilities and more...
We’re on a mission to reveal the experience moments that cost you customers, so you have the data and evidence to prioritise action in areas that will deliver the greatest business impact.
By integrating competitive intelligence with experience insight, we transform fragmented data into a clear view of competitive reality and a roadmap for implementation.
To empower executive teams to make decisions with confidence and clarity, guided by evidence and competitive intelligence, rather than opinion or assumption.
Too many organisations make critical decisions based on isolated brand metrics and internal assumptions. They track awareness and satisfaction, yet still lose ground to competitors without understanding why.
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Our Approach
For over 25 years we have benchmarked what good digital experiences look like; analysing industries, competitors, and the moments that cost organisations customers. We turn this evidence into opportunity, clear commercial priorities and impact.
Consulting & Solution Design
We start by aligning your business objectives to the right research methodology and intelligence solution; commencing every engagement with clarity, purpose and impact.
CX Analysis & Benchmarking
We analyse your customer journeys, competitors and market performance to reveal friction points, lost opportunities and what best-in-class looks like. We identify where market share is won or lost and quantify what will improve your performance.
Insights & Recommendations
We turn human data, evidence and competitive intelligence into actionable insights, with clear strategic priorities and recommendations that help you move faster, invest smarter and deliver positive business outcomes.
Stats and History
Founded in 2000 out of a passion to give organisations the most accurate and actionable measure of digital customer experience. Global Reviews started in the sub-basement of a Collins Street building in Melbourne.
Over twenty-five years we have grown into a global operation, but our core belief has never changed. Intelligence enables advantage.
120,000+
Digital experience journeys benchmarked annually
500+
Brands measured across Australia, NZ, Ireland, Europe, UK and North America
25+
Years helping organisations make decisions based upon data and evidence, not assumption
Team
Nickie Gibson
Chief Executive Officer
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Darren Watson
Head of Sales
Sean Curry
Chief Financial Officer
Ezequiel Cirilo
Head of Platform
Ash Pegram
Head of Client Advisory
Lorraine Gagalia
Head of Operations
Jason Hayes
Client Advisor Europe
Testimonials
Based on Global Reviews best practice recommendations we pulled out the key features of the account in a scan-able format and gave each account an identifying hero, this aided users' ability to compare accounts and reflected in an increase in Click Through Rate to the ‘Apply’ pages. We saw a 20% uplift on the mobile channel and 3% uplift on the desktop channel.
Global Reviews recommended we inform users what they’ll need before they start the online sign-up process, to reduce abandonment. We ran an A/B test with their recommended approach and experienced a 15% increase in sign up completions as well as taking out Gold in the copy category of the Behave Best of the Tests 2017 awards.
We tested Global Reviews’ recommendations and saw an average uplift of about 15% of page visits to the products. On Transaction Accounts we also added an image of a card and the mobile app to the category page. We have seen 31% uplift in application completes on mobile and tablet.
We have seen a 784% uplift in clicks for the new banner, which we developed based on your recommendation, (based on Budget Direct best practice). We have also seen a 12% uplift in asking customers what cover they would like on the home insurance page.
I have worked with Global Reviews over 6 years now using their Service benchmark to understand where our member digital assets are positioned in the market and how the digital experience for our Fund can be strengthened / further improved. Their evidence-based methodology and use of a weighted approach to assessing feature value to members (as seen by the members) is a critical part of the assessment...
I would recommend Global Reviews Service to any organisation with a drive to improve their digital experience and deliver value for their members / shareholders.
We’ve worked with Global Reviews for over 5 years on several research projects for bank and superannuation. When our project was approved to redesign our website experience to be customer-led, we knew we had to work with Global Reviews to help us design the best navigation experience for multiple customer audiences to find the right information on a broad and deep site. Global Reviews helped us test and define different options for our Information Architecture (IA) over 10 weeks with regular engagement across our business. By the end of this phase, we had all the business units endorsing the recommendation as it was evidence and customer-led in our design.
Global Reviews has always provided valuable insight and actionable outcomes with data-driven digital and UX guidance. Their client advisers are consistently professional, knowledgeable and willing to engage in detailed analysis and debate of research findings, which has been crucial in developing solutions for improving the customer experience. Global Reviews has an intimate knowledge of our business, and our long-term relationship has ensured timely, expert guidance on bespoke solutions to help drive our digital strategy
Global Reviews has been a fundamental partner in providing us key insights and direction in optimising our website journey for our users. Their workshop sessions, consultant’s support and data-led reports have been highly valuable to us.
We have used Global Reviews for several benchmarking studies. The thoughtful grouping of data, the clear expertise in the sessions (by having access to the people who had done the work and could talk in depth to the research), and the straightforward, data-backed recommendations made it a trusted document internally and an extremely useful guide to create ongoing improvement.
FAQs
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