13 December 2018
In late November, strategic consulting firm Engaged Strategy awarded QSuper with the 2018 Most Recommended Brand award for superannuation in Australia. Engaged Strategy’s Managing Director Christopher Roberts presented the award to Neil Sheppard, Head of Operations at QSuper, in a ceremony held at QSuper’s Brisbane contact centre.
The 2018 edition of the Consumer Recommendation & Loyalty Studies by Engaged Strategy found that nearly 50% of respondents for QSuper were Promoters of the brand. QSuper scored an NPS of 35 per cent, with a significant lead on the second best score which was -3 per cent. Engaged Strategy’s benchmarking study also discovered that 23 per cent of superannuation survey respondents chose their superannuation brand based on recommendation from friends and family.
Engaged Strategy surveyed 1700+ Australians to assess their preference of a superannuation brand and the reasons for their choice across multiple dimensions. “While QSuper’s profit-for-member model could be a key driver in propelling the brand towards the leading NPS spot, the fact that the brand performed exceptionally well across most key dimensions, including intangible aspects related to delighting a customer, speaks for QSuper’s strong position to drive word of mouth recommendation more than its competitors,” Roberts said.
Besides the Engaged Strategy 2018 Most Recommended Brand award in superannuation, QSuper also won the awards for the brand with the Strongest Reputation and Most Proactive based on feedback from their own customers. Accepting the awards, Sheppard said, “This award is pleasing recognition of our continued commitment to putting the member first. Across QSuper, we actively listen to what our members need and our success is a result of everyone doing their bit to ensure we are always striving our best for customers, existing and new.”
Engaged Strategy congratulates QSuper for winning these three Engaged Strategy Customer Excellence Awards 2018 in Australia’s superannuation sector.
Engaged Strategy is a strategic consultancy that focusses on helping businesses grow by developing fresh customer, marketing, digital and organisational strategies.
Net Promoter, NPS and Net Promoter Score are trademarks of NICE Satmetrix Systems Inc., Bain & Company and Fred Reichheld.
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