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Roy Morgan Customer Satisfaction Awards: announcing New Zealand’s retail superstars

Roy Morgan Research reveals the Retail winners of its fourth annual Customer Satisfaction Awards at a gala dinner in Auckland.

Representing fields as diverse as fashion and shoes, books and music, supermarkets and sports stores (to name just a few), the 12 retail category winners announced at last night’s annual Roy Morgan Customer Satisfaction Awards may appear to have little in common at first glance, but one thing unites them: their belief in the old adage, “The customer is always right”.

A large number of first-time winners (and some repeat champs) were honoured for achieving the most consistently high customer satisfaction throughout 2014. Retailers receiving their first Customer Satisfaction Award include Care Chemist (Chemist/Pharmacy of the Year), Max (Clothing Store of the Year), Robert Harris Café (Coffee Shop of the Year) and Kathmandu (Sports Store of the Year). Noel Leeming became the fourth Furniture/Electrical Store in four years to win the award.

Back-to-back wins went to Ballantynes (Department Store of the Year), Hannahs (Shoe Store of the Year), Paper Plus (Music/Book Store of the Year) and Burger Fuel (Quick Service Restaurant of the Year) while the Mill Liquorsave scored the hat trick as Liquor Store of the Year for the third time running.

After a three-year absence from the podium, Bunnings reclaimed the title of Hardware Store of the Year, while after a close race New World finally trumped Pak‘nSave and Countdown to become the New Zealand’s most consistently satisfying supermarket in 2014.

New Zealand Customer Satisfaction Awards 2014 - Winners

Chemist/Pharmacy of the Year

Care Chemist

Clothing Store of the Year


Coffee Shop of the Year

Robert Harris Coffee

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 Liquorsave

Music/Book Store of the Year

Paper Plus

Quick Service Restaurant of the Year

Burger Fuel

Shoe Store of the Year


Sports Store of the Year


Supermarket of the Year

New World

Michele Levine, CEO, Roy Morgan Research, says:

“The retail winners of the Roy Morgan Customer Satisfaction Awards are always anticipated with excitement, and the 2014 Awards were no exception.

“Without customer satisfaction, there is no retail success. These 12 winners announced last night are living proof that New Zealanders still value and recognise bricks-and-mortar retailers who go the extra mile to satisfy their customers. Online shopping may be quick and easy, but it generally lacks that all-important personal touch.

“The Roy Morgan Customer Satisfaction Awards are only the tip of the iceberg when it comes to monitoring and understanding customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand and your competitive set.”

For comments or further detail, please contact:
Howard Seccombe, Chief Digital Officer
Office: +61 (03) 9223 2427

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%