Customers unimpressed with comparison sitesSatisfaction with price comparison sites is low
27 March 2012
Price comparison sites are failing to impress, new Which? research shows. None of the 11 top sites we scrutinised attained an overall customer score of more than 44%.
Price comparison site Moneyfacts.co.uk achieved the top score for customer satisfaction, with 44%, while Moneysupermarket.com got 43%. At the other end of the scale, Moneyextra.com scored a woeful 30%, with customers particularly unimpressed with the transparency of results, quotes provided and the range of options on offer. The results coincide with a Which? investigation into price comparison sites that revealed too many providers are failing to offer products that suit customer requirements.
Lower scores than last year
The comparison sites' shaky results reveal a worrying trend, with the average satisfaction score falling 4% from 46% to 42% since last year's survey. Key issues contributing to the low scores include the liberal use of assumptions - that can add to the premium quoted for car or home insurance, or even invalidate a policy - and pre-selected default voluntary excesses (the amount the policyholder would pay up-front in the event of a claim).
Which? money expert Dan Moore said: 'Price comparison sites have a major role to play in providing consumers with a range of financial products. However, if they are to really win over the public, they should ensure that they are transparent and do not lead customers to buy a product that has elements they don't need or want, or include assumptions that could cause problems in the event of a claim.'
Price comparison sites rated
The table shows how Which? members rated 11 price comparison sites. As well as giving their overall verdict, each site was rated on five criteria: ease of use, range of options available, number of quotes provided and transparency of results.
|Price comparison sites rated by Which? members|
|Clarity of information||Ease of uses||Range of options||Quotes provided||Transparency of results||Customer score|
Footnotes: Sample sizes for customer satisfaction data: Moneyfacts (223); Moneysupermarket (1,974); Moneyexpert (586); Beatthatquote (38); Uswitch (417); Confused (1,098), Comparethemarket (1,301); Tescocompare (191); Lovemoney (36); Moneyextra (66). Quotezone not included as sample size was too small. Based on a survey of 9,197 members of the Which? online panel in January 2012. Source: Which? Money