February 18, 2020

Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories

Topic: Customer Satisfaction, Press Release
Finding No: 8290
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At first glance, the winners of Roy Morgan Annual Customer Satisfaction Awards have little in common. Some are national names, others are state-wide favourites; they provide services ranging from meals on the go to mortgages and sell everything from fan belts to frozen peas.

But, says Roy Morgan CEO Michele Levine, they share one distinguishing factor: a determination to understand what their customers need and deliver it: “That’s what has earned each of them coveted recognition as best in their field, judged by their customers, over the year just ended — 2019.” The awards were presented in Melbourne last night.

The data that determines who wins comes from Roy Morgan’s massive Single Source survey, for which 50,000 consumers from all around Australia are interviewed in-depth each year, in person and  in their own homes.

Respondents name the companies they deal with in various categories across 32 industries, including Automotive, Banking, Supermarket and Telecommunications, and rate how satisfied they are with them. Monthly Customer Satisfaction winners are cited in each category throughout the year, with the annual award going to the company with the most of these wins.

While no-one scored a clean sweep of the monthly awards, an impressive number of companies came close. Ahm, Bunnings, Commonwealth Bank, Defence Health, Foodland, Powershop, Qantas, Rebel, RAC, the Reject Shop and Subway all won 11 of the 12 months, putting them far out of reach of their competitors.

“As customers, we put different demands on different kinds of providers, and the customer satisfaction score required to win varies significantly from industry to industry,” says Ms. Levine. “For car manufacturers, chemists, furniture & electrical stores, and hardware stores, winning percentages are in the 90s, while for utilities providers and retail super funds the top scores are in the 50s. But whatever the base, each of the winners understands that dissatisfied customers have an enormous impact on the bottom line and they work hard to avoid that.”

“Roy Morgan’s Annual Customer Satisfaction Awards are the gold standard in recognising companies and brands that stay ahead of the pack by knowing what their customers want and delivering it consistently. But what about companies that have claimed the top position by servicing huge numbers of customers across different award categories? As of this year, we are adding a new set of gongs to celebrate achievement on such an impressive scale: the Roy Morgan Major Players Awards.”

The winners of the Roy Morgan Annual Customer Satisfaction Awards for 2019 are:

Finance

Bank of the YearBank Australia
Major Bank of the YearCommonwealth Bank
Building Society / Credit Union of the YearNewcastle Permanent Building Society
General Insurer of the YearRACT
Major General Insurer of the YearRAC
Private Health Insurer of the YearSt.LukesHealth
Major Private Health Insurer of the YearAhm
Major Private Health Insurer of the Year
- Not for Profit or Restricted
Defence Health
Risk & Life Insurer of the YearInsuranceline
Major Risk & Life Insurer of the YearMLC
Retail Super Fund of the YearMacquarie
Major Retail Super Fund of the YearColonial First State
Industry Super Fund of the YearUniSuper
Major Industry Super Fund of the YearHESTA

Retail

Auto Store of the YearSupercheap Auto
Coffee Shop of the YearMichel’s
Clothing Store of the YearJust Jeans
Department Store of the YearMyer
Discount Department Store of the YearHarris Scarfe
Discount Variety Store of the YearThe Reject Shop
Furniture/Electrical Store of the YearBetta Home Living
Major Furniture/Electrical Store of the YearIKEA
Hardware Store of the YearBunnings
Chemist/Pharmacy of the YearGuardian
Quick Service Restaurant of the YearCrust Pizza
Major Quick Service Restaurant of the YearSubway
Liquor Store of the YearFirst Choice Liquor
Shoe Store of the YearThe Athlete’s Foot
Sports Store of the YearRebel
Supermarket of the YearFoodland

Telecommunications

Home Phone Provider of the YearInternode
Internet Service Provider of the YearInternode
Mobile Handset Provider of the YearGoogle Phone (Pixel)
Mobile Phone Service Provider of the YearALDImobile

Travel and Tourism

Domestic Airline of the YearQantas
International Airline of the YearSingapore Airlines
Domestic Business Travel Airline of the YearQantas

Utilities

Electricity Provider of the YearPowershop
Gas Provider of the YearSimply Energy

Automotive

Car Manufacturer of the YearLexus
Major Car Manufacturer of the YearMazda

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.

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

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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