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Roy Morgan announces 2014 winners of New Zealand Customer Satisfaction Awards

Roy Morgan Research reveals the winners of its fourth annual Customer Satisfaction Awards at a gala dinner in Auckland.
kiwibank winner of major bank of the year

Last night, Roy Morgan Research revealed the winners of its fourth annual Customer Satisfaction Awards at a gala dinner in Auckland.

On April 22, CEO Michele Levine and Deputy CEO Hugh Amoyal presented 23 awards to businesses that topped their respective fields with outstanding levels of Customer Satisfaction, as judged by almost 10,000 consumers.

Kiwibank, 2degrees, Apple and  Suzuki each reconfirmed their reputations for outstanding customer service with a fourth consecutive win, while Bunnings returned to form three years after its last victory and Paper Plus, Ballantynes, Burger Fuel, TSB Bank and Hannahs all made it two-in-a-row.

2degree winner of mobile phone service provider of the yearNew World, Care Chemist, Max, Robert Harris Café, Noel Leeming, Kathmandu and Powershop all celebrated for the first time.

Air New Zealand surpassed its Link brand to emerge victorious as the Domestic Airline of the Year while Emirates made it a hat-trick as the most satisfying International Airline.

Customer Satisfaction Awards 2014 - Winners

Car Manufacturer of the Year


Financial Institution of the Year

TSB Bank

Major Bank of the Year


Quick Service Restaurant of the Year

Burger Fuel

Pharmacy of the Year

Care Chemist

Clothing Store of the Year


Coffee Shop of the Year

Robert Harris Café

Department Store of the Year


Furniture/Electrical Store of the Year

Noel Leeming

Hardware Store of the Year


Liquor Store of the Year

The Mill

Music/Book Store of the Year

Paper Plus

Shoe Store of the Year


Sports Store of the Year


Supermarket of the Year

New World

Mobile Phone Handset Provider of the Year


Home Phone Service Provider of the Year


Home Internet Service Provider of the Year


Mobile Phone Service Provider of the Year


Domestic Airline of the Year

Air New Zealand

International Airline of the Year


Electricity Provider of the Year


Gas Provider of the Year

Nova Energy

Visit to view monthly winners or click here to see which companies we monitor for Customer Satisfaction.

Michele Levine, CEO, Roy Morgan Research, says:

“Roy Morgan Research monitors satisfaction levels in 23 categories across numerous industries. Average satisfaction rates vary widely, from mid-70s to mid-90s. Typically, we love our cars and hardware stores, pharmacists, clothing and sports stores, but we’re tougher on our home phone and utilities providers.

“Our favourite hardware stores regularly score over 90% satisfaction. With Bunnings, Carters, Hammer Hardware, ITM, Mitre 10 and PlaceMakers all achieving high scores, it makes for a truly competitive race—and when that happens everyone wins, especially shoppers.  

“Businesses that use intelligent research to identify and understand their customers will always have an edge when it comes to delivering satisfaction. Happy customers will then be your champions, your advocates and your spokespeople. Therefore customer satisfaction should absolutely be viewed as a powerful marketing tool, as important as any billboard, TV spot or direct mail campaign.

“Throughout 2014 we were thrilled that so many of the winners of our Customer Satisfaction Awards proudly displayed the achievement in advertising and company announcements. Saying you’re the best is one thing, but your customers saying it for you is a whole other level of validation.”

For comments or more information about Roy Morgan Research’s Customer Satisfaction Awards, please contact

Roy Morgan - Enquires

Australia: +61 (3) 9224 5309

About Roy Morgan

Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size

Percentage Estimate


25% or 75%

10% or 90%

5% or 95%