February 21, 2019

Roy Morgan announces winners of the 2018 Customer Satisfaction Awards

Topic: Customer Satisfaction, Press Release
Finding No: 7886
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To thrive as a business it is vital to provide customers with high levels of satisfaction and engagement and build enduring loyalty and advocacy. The importance of retaining a high level of satisfaction amongst customers and delivering excellent service across all facets of the business is no mean feat and makes those businesses that achieve excellent customer satisfaction worth celebrating and rewarding. This is precisely what happened last night at the eighth annual Roy Morgan Customer Satisfaction Awards.

At a ceremony in Melbourne, Roy Morgan’s CEO Michele Levine presented 32 awards to businesses across a range of important industries that consistently outperformed their peers throughout 2018 with their unmatched dedication to providing excellent service and satisfying their customers – as judged by these very customers.

There were 7 first-time award winners this year; Heritage Bank (Bank of the Year), Kmart (Discount Department Store of the Year), Ikea (Furniture/Electrical Store of the Year), Optus (Home Phone Provider of the Year), Kleenheat (Gas Provider of the Year), Discount Drug Store (Chemist/Pharmacy of the Year) and Isuzu UTE (Car Manufacturer of the Year).

Repeat winners included the Commonwealth Bank winning the Major Bank of the Year award for the 6th consecutive year, Myer winning the Department Store of the Year award for the 4th consecutive year, Qantas winning the Domestic Airline of the Year award for the 6th consecutive year, Red Energy winning the Electricity Provider of the Year award for the 4th consecutive year and Rebel winning the Sports Store of the Year award for the 4th 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 2018 – Winners


Bank of the Year Heritage 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 Insuranceline
Retail Super Fund of the Year Macquarie
Industry Super Fund of the Year Catholic Super


Auto Store of the Year Autobarn
Coffee Shop of the Year Donut King
Clothing Store of the Year Rockmans
Department Store of the Year Myer
Discount Department Store of the Year Kmart
Discount Variety Store of the Year The Reject Shop
Furniture/Electrical Store of the Year Ikea
Hardware Store of the Year Bunnings
Chemist/Pharmacy of the Year Discount Drug Store
Quick Service Restaurant of the Year Fasta Pasta
Liquor Store of the Year Dan Murphy’s
Shoe Store of the Year Williams The Shoemen
Sports Store of the Year Rebel
Supermarket of the Year Foodland


Home Phone Provider of the Year Optus
Home Broadband Service Provider of the Year iiNet
Mobile Handset Provider of the Year Apple iPhone
Mobile Phone Service Provider of the Year Virgin

Travel and Tourism

Domestic Airline of the Year Qantas
International Airline of the Year Singapore Airlines
Domestic Business Airline of the Year Qantas


Electricity Provider of the Year Red Energy
Gas Provider of the Year Kleenheat


Car Manufacturer of the Year Isuzu UTE

Michele Levine, CEO, Roy Morgan, says:

Block Quote

“Now in their eighth year, the Roy Morgan Customer Satisfaction Awards are 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.

“The 31 businesses honoured in last night’s awards come from diverse industries and include large multi-nationals as well as smaller more locally focused businesses but all of last night’s award winners 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 – and particularly this year’s seven first time winners Isuzu UTE, Heritage Bank, Kmart, Ikea, Optus, Kleenheat and Discount Drug Stores – 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.

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

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