Confused.com
Rewards

Where It All Started: 2019, Pre-COVID

Back in the simpler times of 2019, a time before lockdowns, Zoom calls that could’ve been emails. Confused.com were already helping people find the best insurance deals, but they wanted to go a step further. They wanted to turn quick comparisons into lasting connections.

The price comparison market was getting a bit samey. Everyone was shouting about savings, but very few were offering anything beyond cash discounts. Confused.com saw their chance to do something different. They offered something that gave people a reason to come back even after the quote.

That’s where MLP came in. Their brief was simple: build a rewards programme that adds real value, offers customers something that is simple and without any strings, and gives them a reason to stick around.

Launching a Partnership Programme That Clicked

Using sharp customer insight, we developed a partnership rewards programme featuring four key partners at launch:

• Green Flag
• NOW TV
• Domino’s
• Halfords

Pick an insurance policy, choose one of the four rewards. It was a simple but effective way to turn one off shoppers into loyal customers.

Keeping It Fresh Through the Pandemic

When the world felt like it has stopped, the rewards didn’t. We kept it fresh and rewarding by welcoming new partners like:

• Sainsbury’s
• Shell (offering free fuel)
• Greggs
• Lidl
• HelloFresh
• Just Eat
• Paramount+
• IMO Arc

Whether it was food or fuel the rewards stayed relevant. It helped customer feel good about their choice, even when the only thing people weren’t confused about was wanting a Friday night takeaway.

Brewing Up Something Extra in 2023

In 2023, we introduced a special ‘regular rewards’ bonus for customers who registered on the Confused.com app: a free Greggs coffee every month. This exclusive offer helped stir up retention rates, giving customers another reason to stay on board.

How We Put It All Together

MLP handled the whole rewards journey, from A to Z:

• Negotiating and building rewarding partnerships
• Crafting the tech infrastructure to keep things flowing smoothly
• Integrating the rewards seamlessly into the user experience
• Managing validation and data behind the scenes
• Fielding customer queries to keep everything clear and simple

Creating Better Customer Experiences

Confused.com Rewards became a part of the brand’s DNA, a clever way to turn a quote into a long term relationship. It’s not just about price anymore. It’s about delivering real value, convenience, and a little bit of delight to keep customers coming back. Confused.com has found the perfect way to stay top of mind and keep customers confidently loyal with rewards that can make their day that little bit better.

Moona says: “Loyalty this good? That’s totally legen-dairy!”