Case Study: Ageas cuts Customer Struggle Score and boosts page progression by 11% with SessionCam

Ageas - Customer Case Study

Ageas, a UK insurer operating in a highly competitive online market, needed to convert clicks into policies more efficiently while cutting guesswork from its web optimisation. Head of Ecommerce John Crichton selected SessionCam in 2012 for its stronger session replays, easy-to-use heatmaps and, crucially, the Customer Struggle Score to surface where real customers were getting stuck.

SessionCam delivered heatmaps, session replays and its Customer Struggle Score to prioritise UX fixes and eliminate time wasted on non-actionable drop-offs. After implementing SessionCam’s insights and consultancy, the Customer Struggle Score on a partner’s “Before you Start” page fell from 3.5 to 2.2, page-on-page progression rose 11%, and Ageas recorded a 2,700% ROI over three months.

Ageas

John Crichton

Head of Ecommerce