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part of the<br />

How we will win...<br />

part of the


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INTRODUCTION<br />

part of the<br />

You can’t escape it – household finances are often<br />

overly complex and dull. So it’s even more important<br />

that we engage our customers with an entertaining<br />

and rewarding brand and a service that makes it<br />

easy for our customers to make the right decisions.<br />

In turn we will save our customers two of their most<br />

precious commodities; their time and money.<br />

We have been incredibly successful over the last ten<br />

years because we act differently:<br />

• Our values are our guiding light, they underpin<br />

our success and are integral to the way we<br />

operate.<br />

• Our strategy gives us the clarity and focus we<br />

need to ensure we continue to set the standards<br />

to which our competitors can only aspire too.<br />

Get this right and we will transform a category from<br />

one that is traditionally dull, transactional and used<br />

infrequently, to a valued service that is entertaining,<br />

helpful and rewards loyalty. Where our customers<br />

feel like members, using us right across the product<br />

range, knowing they can rely on us to ‘make getting<br />

it done simples’.<br />

I very much look forward to your help in what I have<br />

no doubt will be our next exciting phase of growth.<br />

Kind regards,<br />

Paul Galligan<br />

Managing Director<br />

• Our customers are at the heart of every decision<br />

we make, and with over five million customers<br />

using our site every month, we are focussed on<br />

making sure we can make a difference amongst<br />

every UK household.<br />

How we will win... 3


4


OUR GROUP PURPOSE<br />

part of the<br />

We want to create something special in everything we do, from the big<br />

principles to the smallest details.<br />

For our people, that’s everything from opportunities to grow and develop,<br />

to the simple courtesies like holding the door open for a colleague.<br />

For our customers it’s about first class consumer propositions, from<br />

innovative products that shake up the markets we’re in, to exceptional<br />

service every time they contact us.<br />

And for our communities, its making a positive contribution through our<br />

CSR activities.<br />

How we will win... 5


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OUR VALUES<br />

part of the<br />

Ambitious Creative Authentic United<br />

We’re obsessive about<br />

delivering for our customers<br />

We’re relentless in driving<br />

exceptional standards<br />

We act boldly and take<br />

personal accountability<br />

We think differently and<br />

disrupt markets to benefit<br />

consumers<br />

We use technology to innovate<br />

We try new things, fail fast<br />

and apply our learnings<br />

We’re open, transparent<br />

and build trust<br />

We challenge positively<br />

We enjoy what we do and<br />

have fun doing it<br />

We’re one BGL<br />

We respect, encourage<br />

and care for each other<br />

We work, grow and win<br />

together<br />

How we will win... 7


8


OUR GROUP STRATEGY<br />

part of the<br />

Making a difference<br />

for our customers,<br />

colleagues<br />

& communities<br />

Ambi%ous <br />

Crea%ve <br />

Authen%c <br />

United <br />

We’re obsessive about<br />

delivering for our<br />

customers<br />

We’re relentless in driving<br />

exceptional standards<br />

We act boldly and take<br />

personal accountability<br />

We think differently and<br />

disrupt markets to benefit<br />

consumers<br />

We use technology to<br />

innovate<br />

We try new things, fail fast<br />

and apply our learnings<br />

We’re open, transparent<br />

and build trust<br />

We challenge positively<br />

We enjoy what we do<br />

and have fun doing it<br />

We’re one BGL<br />

We respect, encourage<br />

and care for each other<br />

We work, grow and<br />

win together<br />

World class digital distributor in markets with high growth potential<br />

Our 2020 goals<br />

• Great place to work<br />

• More than 10m happy customers<br />

• Giving more back to our<br />

communities<br />

• Doubling our size<br />

Our markets<br />

• Grow our own brands insurance business<br />

• Be the No.1 outsourced insurance provider<br />

• Transform and own UK comparison<br />

• Être le No. 1 et dominer price comparison en<br />

France<br />

• Make life insurance more accessible<br />

• New ventures that play to our strengths<br />

How we’ll win<br />

• Great teams with exceptional people<br />

• Market-leading brand, data and digital capability<br />

• Outstanding customer experience<br />

• Strong partner, supplier and regulatory<br />

relationships<br />

• Broader revenue streams<br />

• Effective cost control<br />

How we will win... 9


10


<strong>COMPARE</strong><strong>THE</strong><strong>MARKET</strong>.COM VISION<br />

part of the<br />

To transform and<br />

own comparison<br />

When it comes to household finances, for too long people have been<br />

poorly serviced and taken for granted. Our goal is to develop a service so<br />

invaluable that customers won’t want to use anyone else, elevating us to<br />

be the clear market leader across the product range.<br />

How we will win... 11


12


<strong>COMPARE</strong><strong>THE</strong><strong>MARKET</strong>.COM PURPOSE<br />

part of the<br />

We make getting it done simples!<br />

Progressing from an infrequent, transactional service to an entertaining and<br />

rewarding relationship that is helpful, personalised and drives loyalty.<br />

Most people avoid sorting<br />

their household bills. It’s<br />

never as straightforward<br />

as it should be and<br />

consumers would often<br />

sooner do anything<br />

else than review their<br />

personal finances.<br />

We know that we can save<br />

our customers money – and<br />

that we can help them<br />

make the right decision in a<br />

simple, easy way so that they<br />

can pocket the savings and<br />

move on... until next time.<br />

A personalised user<br />

experience makes the process<br />

quick, easy and rewarding.<br />

We want our customers to<br />

return and have their choice<br />

of the best products at the<br />

best prices, right across the<br />

product range.<br />

If our customers don’t save<br />

money, we don’t make money.<br />

It’s that simple. We want to<br />

make ‘getting it done simples’<br />

for our customers. Encourage<br />

them to make smarter financial<br />

decisions that will leave them<br />

with a smile on their face.<br />

How we will win... 13


14


<strong>COMPARE</strong><strong>THE</strong><strong>MARKET</strong>.COM OUR AMBITION STRATEGY <br />

OUR OUR<br />

OUR<br />

AMBITION<br />

AMBITION<br />

<br />

<br />

Transform Transform and and and own own own comparison <br />

Moving away from a once a year purchase to customers who come back time<br />

WHY WHY WE WE EXIST EXIST <br />

and time again thanks to the entertaining WHY WE EXIST and rewarding service that is helpful,<br />

personalised and rewards loyalty.<br />

PROPOSITION<br />

We<br />

We<br />

We make<br />

make <br />

ge(ng<br />

ge(ng it<br />

it<br />

it done<br />

done simples!<br />

simples! <br />

<br />

<br />

HOW HOW WE WE WILL WILL WIN WIN <br />

HOW WE WILL WIN <br />

part of the<br />

OUR OUR GOALS GOALS <br />

OUR GOALS <br />

Customer love love One One team Commercial success <br />

Customer love One team Commercial success <br />

How we will win... 15


16


BRAND PROPOSITION<br />

part of the<br />

We give our customers every reason to choose us over anyone else.<br />

Drive brand fame and<br />

affection<br />

Rewards<br />

Our service will meet<br />

consumers’ needs<br />

A brand with the best prices<br />

We deliver entertaining<br />

and exciting advertising<br />

that makes our customers<br />

want to engage with us.<br />

Thanking our customers<br />

for switching a product<br />

using our service will<br />

encourage consumers to<br />

take action.<br />

We are helpful and<br />

transparent with our service<br />

so that our customers can<br />

make the right household<br />

finance decisions.<br />

We work hard to get our<br />

customers the right product<br />

at the most competitive<br />

price.<br />

How we will win... 17


18


CHANNEL DISTRIBUTION<br />

part of the<br />

Winning in all channels of<br />

distribution<br />

Having developed the best service in the market, we will excel in<br />

communicating this to our consumers. We will do this by being the<br />

most visible and accessible provider across the product range.<br />

Lead the way in<br />

making our services<br />

available on mobile<br />

Always appear first<br />

in online searches<br />

Remain front of mind<br />

when consumers are<br />

looking to purchase<br />

any of our products<br />

whether that’s on<br />

TV, through digital<br />

channels and<br />

partnerships<br />

How we will win... 19


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VALUE AND REWARD LOYALTY<br />

part of the<br />

Our customers use us more frequently to save money right across<br />

the product range.<br />

Our rewards programme makes our customers feel like<br />

members. Our service remembers and is personalised for<br />

them, which makes it easier to get great value and service<br />

whatever their need. As a consequence they use us more<br />

frequently.<br />

How we will win... 21


22


CAPABILITY<br />

part of the<br />

We want talented and creative<br />

people. We help them be the best<br />

they can be by investing in them and<br />

their future. We strive to create the<br />

best environment to work in.<br />

We know our customers better than<br />

anyone else. Our insights team and<br />

capabilities, coupled with our first<br />

class user experience, allows us to<br />

offer a personalised service, making it<br />

easier for our customers to save time<br />

and money.<br />

Access to the latest technology<br />

ensures our teams can continue to<br />

develop our user experience. This<br />

means our service is simple, reliable<br />

and always available.<br />

How we will win... 23


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OUR GOALS<br />

part of the<br />

We will know when we have been successful when we reach 7 million customers<br />

who are saving time and money on two products or more and our customer<br />

bonding score will outshine the category by some margin.<br />

Customer love<br />

30% bonding<br />

One team<br />

82% Engagement<br />

Commercial success<br />

7m customers<br />

2 products each<br />

How we will win... 25


26


OUR STRATEGY<br />

part of the<br />

OUR OUR OUR AMBITION <br />

Transform and and and own own own comparison <br />

<br />

WE WHY WHY WE WE EXIST EXIST <br />

We We make ge(ng it it it done simples! <br />

<br />

HOW HOW HOW WE WE WE WILL WILL WILL WIN WIN <br />

<br />

PROPOSITION<br />

OUR OUR OUR GOALS GOALS GOALS <br />

Customer love One team Commercial success<br />

Customer 30% bonding love love love One One One team team 82% 7m Commercial customers<br />

success <br />

<br />

Engagement<br />

2 products each<br />

How we will win... 27

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