Budget shines online in the Customer Experience Index

It was a bumper year for Budget in the CE Index 2025. We shot the lights out in the Digital Channels category and came in 1st place! Plus, we earned 2nd place in the Overall Industry category and the Contact Centre category.  

All the big names in insurance were featured in this benchmark index, which asked over 6 000 consumers about their experience with the relevant insurers. They looked at products, offers and the various touchpoints like websites and call centres. Going deeper into these areas, they examined the quality of experience, value of experience, satisfaction, loyalty, and problem resolution.  

Budget impressed big time, providing a simple, seamless online experience, backed by sophisticated technology. We’ve made it easy for our customers to do almost everything online from managing their policies to submitting claims. If they choose to call us, they enjoy the same seamless experience, assisted by friendly and helpful consultants, who are focused on connecting with customers and solving any problems. This is critical considering that 72% of customers complained about problems related to service, accuracy and functional performance.  

According to Professor Adré Schreuder, Head of the Industry Chair in Customer Experience at the University of Pretoria (UP): “Nearly half of all complaints came down to how quickly something was handled, and whether it was done correctly the first time, pointing to basic execution failures.” 

Schreuder went on to say that the same functional performance factors are also the single biggest drivers of loyalty, when done well. “It’s interesting that the category that’s the number one cause of problems is also the number one category for making people loyal. That’s why getting the basics right is so important,” he says.  

Our performance in the CE Index shows that when it comes to getting the basics right, Budget’s tight! And that our digital channels and call centre are both on point. We are proud and humbled by this recognition and look forward to another bumper year.  

Budget is a licensed non-life insurer and financial services provider. Ts&Cs online.