Roy Morgan announces winners of the 2025 New Zealand Customer Satisfaction Awards
Roy Morgan is proud to re-launch the annual New Zealand Customer Satisfaction Awards to honour the New Zealand businesses leading the way in Customer Satisfaction and providing outstanding personal service in the previous calendar year across a range of industries including Automotive, Finance, Retail, Telecommunications, Travel & Tourism and Utilities.
Of the 22 companies winning an award nearly half (10) have backed up their wins from the previous New Zealand Customer Satisfaction Awards in 2017, while there are 12 winners who did not feature.
There were more than 150 companies competing across the 22 categories across these industries, plus the ultimate award—the ‘Best of the Best’ – this year won by CarManufacturer Kia for the first time.
Car Manufacturer of the Year Kia emerged as the company providing the highest Customer Satisfaction of any brand at 95.2% - easily in first place ahead of all other 21 category winners.
Filling out the top five positions were Mobile Handset Provider of the Year Samsung with a Customer Satisfaction of 92.2%, International Airline of the Year Emirates on 90.1%, Quick Service Restaurant of the Year Burger Fuel on 89.5% and Clothing Store of the Year Barkers on 86.5% in fifth place overall.
Watch the special Roy Morgan webinar of the 2025 New Zealand Customer Satisfaction Awards presented by Roy Morgan CEO Michele Levine.
Top 10 Roy Morgan Customer Satisfaction Award Winners 2025 – ‘Best of the Best’
Source: Roy Morgan Single Source (New Zealand). An average of 7,000 New Zealanders per 12-month period aged 14+ interviewed during the 12 months to September 2024, December 2024, March 2025 and June 2025.
New Zealand Customer Satisfaction Award Winners stand out across 22 categories
The ten companies to consolidate their victories in 2017 and return to the winner’s circle eight years later are led by Domestic Airline of the Year Air New Zealand and Major Bank of the Year Kiwibank which are the only two companies to keep up their perfect records and win their eighth Roy Morgan Annual Customer Satisfaction Awards after winning every year from 2011-17.
Quick Service Restaurant of the Year Burger Fuel has returned to the winner’s circle and picked up where they left off, while International Airline of the Year Emirates, a former ‘Best of the Best’ Award winner in 2017, and Coffee Shop of the Year Robert Harris Café have won in both 2017 and 2025.
Two other winners to return after an eight-year break and defend their titles successfully include Hardware Store of the Year Mitre 10 and Books/Music Store of the Year Paper Plus with wins in 2017 and 2025.
There were also three companies to notch a second win after saluting in 2017 including Department Store of the Year Farmers, Auto Store of the Year Supercheap Auto and Mobile Service Provider of the Year Skinny Mobile.
New Zealand Customer Satisfaction Awards 2025 – 22 Winners
Automotive
| Car Manufacturer of the Year | Kia |
Banking & Insurance
| Bank of the Year | Rabobank |
| Major Bank of the Year | Kiwibank |
| Insurer of the Year (NEW CATEGORY) | Farmers Mutual Group (FMG) |
| Major Insurer of the Year (NEW CATEGORY) | AA Insurance |
Retail
| Auto Store of the Year | Supercheap Auto |
| Books/Music Store of the Year | Paper Plus |
| Coffee Shop of the Year | Robert Harris Café |
| Clothing Store of the Year | Barkers |
| Department Store of the Year | Farmers |
| Furniture/Electrical Store of the Year | Harvey Norman |
| Hardware Store of the Year | Mitre 10 |
| Quick Service Restaurant (QSR) of the Year | Burger Fuel |
| Sports Store of the Year | Hunting & Fishing |
| Supermarket of the Year | New World |
Telecommunications
| Internet Service Provider of the Year | Spark |
| Mobile Handset Provider of the Year | Samsung |
| Mobile Phone Service Provider of the Year | Skinny Mobile |
Travel and Tourism
| Domestic Airline of the Year | Air New Zealand |
| International Airline of the Year | Emirates |
Utilities
| Electricity Provider of the Year | Flick Electric co. |
| Gas Provider of the Year | Rockgas |
There were new winners who did not feature in 2017 in 12 categories including the Car Manufacturer of the Year and overall ‘Best of the Best’ Award Winner, Kia, and in the Utilities categories, Electricity Provider of the Year Flick Electric co. and Gas Provider of the Year Rockgas were first-time winners.
The Telecommunications category has one returning winner, and two first-time winners led by Mobile Handset Provider of the Year Samsung – the first-time previous winner Apple has been defeated in this category, and new Internet Service Provider of the Year Spark.
There are three new categories in Banking & Insurance, and three first-time winners to go with it including new Bank of the Year Rabobank, new Insurer of the Year Farmers Mutual Group (FMG) and new Major Insurer of the Year AA Insurance.
In the retail categories the Supermarket of the Year is New World and the Sports Store of the Year winner is Hunting & Fishing. while the highly rated Barkers is Clothing Store of the Year, and the Furniture/Electrical Store of the Year is Harvey Norman.
Michele Levine, CEO Roy Morgan, says Roy Morgan is proud to re-launch the Annual New Zealand Customer Satisfaction Awards to honour the New Zealand businesses leading the way in delivering high levels of customer satisfaction to New Zealanders across the country:
“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.
“At Roy Morgan, we continuously measure the data that determines the winners, but the “judging panel” is made up of customers themselves – thousands of them – giving their honest, unvarnished opinions and telling us how they feel about the brands and companies they interact with. The data that underpins the Roy Morgan Customer Satisfaction Awards comes from interviews with some 7,000 consumers each year – right across New Zealand.
“We ask respondents to tell us which companies they use across 22 different categories and then to rate how satisfied they are with each. We calculate quarterly Customer Satisfaction winners in each category, and the annual award goes to the company with the most quarterly wins..
“That’s what makes these awards so meaningful and so highly valued. Roy Morgan’s New Zealand Customer Satisfaction Awards recognise companies and brands that stay ahead of the pack by knowing what their customers want and consistently exceeding it.
“Some of the most highly satisfied customers are customers of small niche or boutique companies. But what about companies that have claimed the top position by servicing vast numbers of customers across different award categories? We also celebrate achievement on such an impressive scale.
“Today’s annual awards recognise 22 businesses as providing the best customer satisfaction to their customers across a wide variety of categories ranging from large multinational businesses such as Samsung, Emirates and Kia down to successful Kiwi owned local businesses including such as New World, Robert Harris Café, Paper Plus and Burger Fuel.
“Special congratulations are due to Kia which has ‘done the double’ this year by winning the Car Manufacturer of the Year for the first time as well as being rewarded as the ‘Best of the Best’ among all brands in 2025 with an average customer satisfaction of an exceptional 95.2%.
“Other noteworthy winners include the place-getters in the ‘Best of the Best’ Award such as Mobile Handset Provider of the Year Samsung (92.2% customer satisfaction) and International Airline of the Year Emirates (90.1%) as well as Major Bank of the Year Kiwibank and Domestic Airline of the Year Air New Zealand – the only two eight-time winners after winning every year from 2011-2017 and returning as winners in the re-launched awards in 2025.
“Congratulations to this year’s winners: your commitment has clearly been recognised and appreciated by your customers. Keep up the excellent work!”
Watch the special Roy Morgan webinar of the 2025 New Zealand Customer Satisfaction Awards presented by Roy Morgan CEO Michele Levine.
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.
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 80 years’ experience in collecting objective, independent information on consumers. We conduct New Zealand’s largest continuous nationwide single source survey, conducting approximately 7,000 interviews with consumers across New Zealand 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 using 12-month quarterly 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.
The Roy Morgan New Zealand Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty and advocacy across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set.
Visit the Roy Morgan Customer Satisfaction Awards website. This website monitors the ongoing movements in Customer Satisfaction for many businesses across different industries.
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% | |
| 1,000 | ±3.0 | ±2.7 | ±1.9 | ±1.3 |
| 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 |
