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Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories

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

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 Year

Bank Australia

Major Bank of the Year

Commonwealth Bank

Building Society / Credit Union of the Year

Newcastle Permanent Building Society

General Insurer of the Year

RACT

Major General Insurer of the Year

RAC

Private Health Insurer of the Year

St.LukesHealth

Major Private Health Insurer of the Year

Ahm

Major Private Health Insurer of the Year
- Not for Profit or Restricted

Defence Health

Risk & Life Insurer of the Year

Insuranceline

Major Risk & Life Insurer of the Year

MLC

Retail Super Fund of the Year

Macquarie

Major Retail Super Fund of the Year

Colonial First State

Industry Super Fund of the Year

UniSuper

Major Industry Super Fund of the Year

HESTA

Retail

Auto Store of the Year

Supercheap Auto

Coffee Shop of the Year

Michel’s

Clothing Store of the Year

Just Jeans

Department Store of the Year

Myer

Discount Department Store of the Year

Harris Scarfe

Discount Variety Store of the Year

The Reject Shop

Furniture/Electrical Store of the Year

Betta Home Living

Major Furniture/Electrical Store of the Year

IKEA

Hardware Store of the Year

Bunnings

Chemist/Pharmacy of the Year

Guardian

Quick Service Restaurant of the Year

Crust Pizza

Major Quick Service Restaurant of the Year

Subway

Liquor Store of the Year

First Choice 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

Internode

Internet Service Provider of the Year

Internode

Mobile Handset Provider of the Year

Google Phone (Pixel)

Mobile Phone Service Provider of the Year

ALDImobile

Travel and Tourism

Domestic Airline of the Year

Qantas

International Airline of the Year

Singapore Airlines

Domestic Business Travel Airline of the Year

Qantas

Utilities

Electricity Provider of the Year

Powershop

Gas Provider of the Year

Simply Energy

Automotive

Car Manufacturer of the Year

Lexus

Major Car Manufacturer of the Year

Mazda


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

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