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Roy Morgan announces winners of the 2017 Customer Satisfaction Awards

At a ceremony in Melbourne, Roy Morgan’s CEO Michele Levine presented 32 awards to businesses that consistently outperformed their peers throughout 2017 with their unwavering dedication to satisfying their customers – as judged by these very customers.
To keep customers businesses need their satisfaction, engagement, loyalty, advocacy and trust. Too often it can go wrong for businesses – making those that do care about satisfying their customers all the more special and worthy of celebration. This is precisely what happened last night at the seventh annual Roy Morgan Customer Satisfaction Awards…

At a ceremony in Melbourne, Roy Morgan’s CEO Michele Levine presented 32 awards to businesses that consistently outperformed their peers throughout 2017 with their unwavering dedication to satisfying their customers – as judged by these very customers.

There were 6 first-time award winners this year; Costco (Discount Department Store of the Year), JB Hi-Fi (Furniture/Electrical Store of the Year), My Chemist (Chemist/Pharmacy of the Year), Grill’d (Quick Service Restaurant of the Year), ALDI Liquor (Liquor Store of the Year) and Tasplan (Industry Superannuation Fund of the Year).

Repeat winners included Lexus winning the Car Manufacturer of the Year award for the 4th consecutive year, Myer winning the Department Store of the Year award for the 3rd consecutive year, The Reject Shop winning the Discount Variety Store of the Year for the 6th consecutive year, and Supercheap Auto winning the Auto Store of the Year award for the 3rd consecutive year..

The Annual Customer Satisfaction Awards are based on 12 months of data from Roy Morgan’s Consumer Single Source Survey.

Customer Satisfaction Awards 2017 – Winners

Finance

Bank of the Year Greater Bank

Major Bank of the Year

Commonwealth Bank 

Building Society / Credit Union of the Year

People's Choice Credit Union

General Insurer of the Year

RACT

Private Health Insurer of the Year  

St.LukesHealth

Risk & Life Insurer of the Year

Real Insurance 

Retail Super Fund of the Year

Macquarie 

Industry Super Fund of the Year

Tasplan

Retail

Auto Store of the Year Supercheap Auto

Coffee Shop of the Year

Muffin Break

Clothing Store of the Year

Jeanswest 

Department Store of the Year

Myer

Discount Department Store of the Year

Costco

Discount Variety Store of the Year

The Reject Shop

Furniture/Electrical Store of the Year

JB Hi-Fi

Hardware Store of the Year

Bunnings

Chemist/Pharmacy of the Year

My Chemist

Quick Service Restaurant of the Year

Grill'd

Liquor Store of the Year

ALDI Liquor

Shoe Store of the Year

The Athlete's Foot

Sports Store of the Year

Rebel

Supermarket of the Year

Foodland

Telecommunications

Home Phone Provider of the Year

Southern Phone

Home Broadband Service Provider of the Year

Internode

Mobile Handset Provider of the Year

Apple iPhone

Mobile Phone Service Provider of the Year

Amaysim

Travel and Tourism

Domestic Airline of the Year

Qantas

International Airline of the Year

Air New Zealand

Domestic Business Airline of the Year

Qantas

Utilities

Electricity Provider of the Year

Red Energy

Gas Provider of the Year

Lumo Energy

Automotive

Car Manufacturer of the Year Lexus

Michele Levine, CEO, Roy Morgan, says: 

“Now in their seventh year, the Roy Morgan Customer Satisfaction Awards continue to be the benchmark by which customer satisfaction is measured in Australia, New Zealand and Indonesia. Reliable, accurate and totally objective, the Australian awards reflect the experiences of some 50,000 consumers, as aggregated in our Single Source survey over 12 months.

“Big or small, first-timer or veteran champion, the 31 businesses honoured in last night’s awards may come from diverse industries but they all share one crucial characteristic: their unrivalled dedication to ensuring their customers are satisfied, and their success as rated by their customers.

“Congratulations to this year’s winners: your commitment has clearly been recognised and appreciated by your customers. Keep up the excellent work!”

The Roy Morgan Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty, advocacy, NPS and Net Trust Score (NTS) across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set. 

To learn more about Roy Morgan’s Customer Satisfaction Awards and data, call (+61) (3) 9224 5309 or email askroymorgan@roymorgan.com.

Please click on this link to the Roy Morgan Online Store.

Visit the Roy Morgan Customer Satisfaction Awards website. This website monitors the ongoing movements in Customer Satisfaction for many businesses across different industries.

customersatisfactionawards.com

How Roy Morgan scores Customer Satisfaction

What constitutes satisfaction?

For each product or service Roy Morgan asks customers to rate that product or service on a scale of: ‘very satisfied’, ‘fairly satisfied’, ‘neither satisfied nor dissatisfied’, ‘fairly dissatisfied’ and ‘very dissatisfied’ or ‘completely satisfied’, ‘somewhat satisfied’, ‘neither satisfied nor dissatisfied’, ‘not very satisfied’ and ‘not at all satisfied’. We combine those that were ‘fairly satisfied’ and ‘very satisfied’ and calculate this as a percentage of total customers. For every category only customers of that product or service are included.

Collection of satisfaction ratings

Roy Morgan has over 75 years’ experience in collecting objective, independent information on consumers. We conduct Australia’s largest continuous nationwide single source survey, conducting approximately 50,000 face-to-face interviews with consumers across Australia every year. Customer Satisfaction ratings are collected as a part of these surveys. For more information on how we collect our data, please view the Single Source fact sheet.

Time periods

Roy Morgan continuously monitors customer satisfaction throughout the year. We use cumulative rolling monthly averages to obtain a large enough sample so that smaller or niche brands can be monitored alongside larger ones. Current time periods are determined by each industry and the businesses within that industry; these are generally six or 12 month rolling averages. The specific time periods for the Roy Morgan Customer Satisfaction Awards are published with the results.

Sample sizes

To ensure accuracy in our monitoring Roy Morgan requires that organisations must have a sample of at least 100 customers from Roy Morgan’s Single Source survey that have used the products or service of that organisation in any given rolling period. Those sample sizes are published with results.

For comments or more information please contact:
Roy Morgan - Enquiries
Office: (+61) (03) 9224 5309
askroymorgan@roymorgan.com


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

40%-60%

25% or 75%

10% or 90%

5% or 95%

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2