Insights:

Q1 FY2021 Entperise Customer Performance Review

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Every quarter the White Pages Connect Enterprise team reviews performance of approximately 40 of our largest White Pages Connect Enterprise customers to get a better understanding of how the platform is performing quarter on quarter, year on year. This also provides additional insights and trends across industries and our customers’ customer interactions, sentiment and engagement.

2020 has been a very interesting year with restrictions, state lockdowns and some of the booming industries. 

So, what type of customers do we report on?

These are our large enterprise customers. They must have 70% profile completion rate across all their locations and most importantly claimed and activated Google My Business profiles.

The customers we review also have over 10 locations (some of these customers have upwards of 200 – 300 locations) and we take a look at the performance averaged across the portfolio.

Customers are segmented into the following industries:

  • Retail (All) – this is a combined review of all retail and consumables products

  • Industrial retail – includes Auto parts, peripherals and industrial consumables

  • Banking and Finance – including credit unions and financial advisors

  • Aged care

  • Telco

  • Franchise Groups

  • Service industry

  • Industrial (includes logistics, agriculture and building materials, fire protection – B2B focused)

  • Government Departments

The industry data is an average performance metric for the quarter, and we focus on;

  • Impressions (this is how many times the GMB profile has been shown either in Maps or in search)

  • Search queries (combined view of branded and unbranded search)

  • GMB profile engagement (this aligns to the click performance on call to action buttons on the GMB profile: website, phone and map directions)

  • Engagement with Google profile images.

Overview

Working closely with our technology partners, sales, solutions engineers, and our enterprise marketing team for Q1 FY21 the following:

  • Total number of customers included in Q1 reporting: 30

  • The average number of locations per business: 69

  • Reporting Period comparison: 1 July – 30 September 2019 v 1 July – 30 September 2020

White Pages Connect - Ensuring your business is listed across all relevant platfroms.

The Results

Technology has revolutionised how customers find you. By bringing speed and reliability to your customers journey ensuring key location and business information is correct at source.

+ 0 %
Impressions
+ 0 %
Search Queries
+ 0 %
Clicks on CTA Buttons

Whilst our customers are spread across Australia the lock downs and restrictions have impacted consumer search related to directions to visit businesses. Engagement is still strong however with both branded and non-branded search.

Click on CTA buttons:

+ 0 %
Click to Website
+ 0 %
Click to Call
+ 0 %
Click to Directions

Performance comparison with 2018!

  • 125% increase in impressions
  • 176% increase in search queries
  • 159% increase in profile engagement on call to action buttons
  • 23% increase in clicks to website
  • 192% increase in clicks to Call/Phone
  • 59% increase in clicks to Maps and directions
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*Results from quarterly business performance report Q1. Data pulled 6th October 2020 for the period. Performance results are not mutually exclusive and can also be attributed to an integrated digital strategy including organic, owned and paid advertising activity from our customers