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Finder Selects Qualtrics to Unlock Drivers of Stronger Brand Performance and Audience Growth

Last updated:  September 25, 2019

Within 10 weeks the comparison website recorded an 8-point increase in NPS, 23% increase in awareness, and 19% lift in consideration

Company able to understand drivers of brand growth for itself and competitors

Sydney, 25 September 2019 Qualtrics, the leader in experience management (XM), today announced that Finder, Australia’s leading online comparison site, is using the Qualtrics Experience Management Platform™ to strengthen its brand in Australia and New Zealand.

Since launching in 2006 Finder has rapidly grown to become a leading Australian brand. The comparison site receives 2.4 million unique visitors per month – which is twice the audience and traffic of its nearest competitors. 

“While Finder is proud of our journey from Aussie start-up to household name, we can never afford to rest on our laurels. Finder is consistently striving for excellency, and this inspires us to focus on continual improvement on the comparison service we provide consumers,” said Steve Lockwood, Head of Insights and Marketing Analytics, Finder.

To fulfill the company’s brand mission of helping people make better decisions, Finder selected the Qualtrics XM Platform to unlock insights from consumers’ experience data (X-data) – which is the beliefs, opinions, and intentions of customers, such as Net Promoter Scores and customer satisfaction. Combining X-data with operational data – like website bounce rates and time on page – helps Finder to unlock brand drivers for itself and the company’s competitors, and identify opportunities for growth. 

Insights captured by the Qualtrics XM Platform, including trust and reward, are broken down by audience type and delivered back to leaders in real-time through visual, easy-to-understand, and interactive brand health dashboards. This empowers Finder to accelerate the decision making process, from resolving IT issues through to optimising marketing campaigns.

“Within ten weeks of going live on Qualtrics XM in early 2019, Finder measured a 23 per cent lift in brand awareness; 45 per cent improvement in brand salience; 19 per cent hike in consideration; and an 8-point increase in NPS. It has fundamentally changed the way Finder operates, with executives logging on daily for updates on the metrics impacting their part of the business. Qualtrics XM is helping us rethink some of our strategies and content in the context of the wider market, and it is an approach that is ultimately delivering back to the business’ bottom line,” added Lockwood.

“Finder is proof that brands choosing to compete on experience become category leaders,” said Bill McMurray, Managing Director for Qualtrics in APJ. “In the experience economy, where consumers reward those organisations that delight, effective brand management is a fundamental engine for growth. By using X-data to understand brand perception and awareness, Finder is able to clearly identify what matters to customers and then act to exceed their expectations in the moments that matter. It’s inspiring to see the company always looking to move forward, and Qualtrics is excited to be part of Finder’s journey as it expands its offerings across the world.”

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About Qualtrics

Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organisations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 10,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. 

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