Roy Morgan announces winners of the 2026 New Zealand Customer Satisfaction Awards
Roy Morgan is proud to announce 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, Tourism & Travel and Utilities.
Of the 25 companies winning an award in 2026, 10 are repeat winners from a year ago, while there are 12 winners who did not feature among the 2025 winners and three winners in new categories introduced this year.
More than 150 companies competed across the 25 categories, plus the ultimate award, the 'Best of the Best', won this year by Car Manufacturer of the Year Hyundai, which emerged as the company with the highest Customer Satisfaction of any category winner at 92.5%.
Filling out the top five positions were Mobile Handset Provider of the Year Apple iPhone with a Customer Satisfaction of 91.8%, International Airline of the Year Emirates on 91.4%, Quick Service Restaurant of the Year Hell Pizza on 87.4%, and Hardware Store of the Year Mitre 10 on 86.8% in fifth place overall.
Watch the special Roy Morgan webinar of the 2026 New Zealand Customer Satisfaction Awards presented by Roy Morgan CEO Michele Levine.
Top 10 Roy Morgan Customer Satisfaction Award Winners 2026
Source: Roy Morgan Single Source (New Zealand). Customer Satisfaction, year ending June 2026.
Base: New Zealanders 14+, n=6,410.
New Zealand Customer Satisfaction Award Winners stand out across 25 categories
Ten companies backed up their victories from 2025, including Domestic Airline of the Year Air New Zealand, Major Bank of the Year Kiwibank, Insurer of the Year Farmers Mutual Group (FMG), Book/Stationery Store of the Year Paper Plus, Hardware Store of the Year Mitre 10, Sports Store of the Year Hunting & Fishing, Supermarket of the Year New World, Mobile Service Provider of the Year Skinny Mobile, International Airline of the Year Emirates and Gas Provider of the Year Rockgas.
New Zealand Customer Satisfaction Awards 2026 – 25 Winners
Automotive
| Car Manufacturer of the Year | Hyundai (NEW) |
Banking & Insurance
| Bank of the Year | The Co-operative Bank (NEW) |
| *Major Bank of the Year | Kiwibank |
| Insurer of the Year | Farmers Mutual Group (FMG) |
| *Major Insurer of the Year | Southern Cross Healthcare (NEW) |
Retail
| Auto Store of the Year | Repco (NEW) |
| Book/Stationery Store of the Year | Paper Plus |
| Chemist/Pharmacy of the Year (NEW CATEGORY) | Chemist Warehouse (NEW) |
| Coffee Shop of the Year | Muffin Break (NEW) |
| Clothing Store of the Year | Peter Alexander (NEW) |
| Department Store of the Year | Ballantynes (NEW) |
| Furniture/Electrical Store of the Year | Briscoes (NEW) |
| Hardware Store of the Year | Mitre 10 |
| Online Store of the Year (NEW CATEGORY) | Trade Me (NEW) |
| Quick Service Restaurant (QSR) of the Year | Hell Pizza (NEW) |
| Shoe Store of the Year (NEW CATEGORY) | Skechers (NEW) |
| Sports Store of the Year | Hunting & Fishing |
| Supermarket of the Year | New World |
Telecommunications
| Internet Service Provider of the Year | Mercury (NEW) |
| Mobile Handset Provider of the Year | Apple iPhone (NEW) |
| Mobile Service Provider of the Year | Skinny Mobile |
Tourism and Travel
| Domestic Airline of the Year | Air New Zealand |
| International Airline of the Year | Emirates |
Utilities
| Electricity Provider of the Year | Frank Energy (NEW) |
| Gas Provider of the Year | Rockgas |
*Only the top brands by market size are included in the major award categories.
There were 12 winners that did not feature among the 2025 award winners, led by Car Manufacturer of the Year and overall 'Best of the Best' Award Winner Hyundai. Other category winners not featured among last year's winners include Bank of the Year The Co-operative Bank, Major Insurer of the Year Southern Cross Healthcare, Auto Store of the Year Repco, Coffee Shop of the Year Muffin Break, Clothing Store of the Year Peter Alexander, Department Store of the Year Ballantynes, Furniture/Electrical Store of the Year Briscoes, Quick Service Restaurant of the Year Hell Pizza, Internet Service Provider of the Year Mercury, Mobile Handset Provider of the Year Apple iPhone, and Electricity Provider of the Year Frank Energy.
There were also three winners in new award categories introduced in 2026, including Chemist Warehouse as Chemist/Pharmacy of the Year, Trade Me as Online Store of the Year and Skechers as Shoe Store of the Year.
Michele Levine, CEO Roy Morgan, says the Roy Morgan Customer Satisfaction Awards highlight the New Zealand businesses that consistently deliver a superior level of customer service that retains existing customers and attracts new ones:
“To keep customers businesses need their satisfaction, engagement, loyalty, advocacy and trust. Too often it can go wrong for businesses, making those that consistently satisfy their customers all the more deserving of recognition and celebration.
“The New Zealand Customer Satisfaction Awards are based on the experiences of thousands of New Zealand consumers and recognise the businesses that have excelled at providing outstanding customer service across a diverse range of industries.
“This year’s awards highlight the highly competitive nature of the New Zealand marketplace, with ten companies backing up their victories from 2025, alongside a range of businesses claiming category honours after not featuring among last year’s winners.
“Special congratulations go to Hyundai, which was named Roy Morgan’s 2026 New Zealand Customer Satisfaction Awards ‘Best of the Best’ winner after achieving the highest Customer Satisfaction of any category winner at 92.5%.
“The introduction of three new award categories in 2026 reflects the evolving needs and expectations of New Zealand consumers and provides additional opportunities to recognise excellence in Customer Satisfaction.
Other noteworthy winners include the place-getters in the ‘Best of the Best’ Award such as Mobile Handset Provider of the Year Apple iPhone (91.8% customer satisfaction) and International Airline of the Year Emirates (91.4%), which both ranked among the highest-performing category winners in 2026.
“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 2026 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 over 6,000 interviews with consumers across New Zealand every year. Customer Satisfaction ratings are collected as a part of these surveys.
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.
Further insights
The Roy Morgan New Zealand Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan Single Source NZ provides a comprehensive, continuously collected view of New Zealand consumers aged 14+, linking demographics and geography with attitudes, lifestyles, media consumption, digital behaviour, brand and product usage, retail, finance, telecommunications, utilities, automotive, travel and purchase intentions within the same respondent dataset. This enables detailed market sizing, segmentation, customer profiling, competitor analysis and media targeting 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 |
