Roy Morgan unveils Annual Customer Satisfaction Award winners for 2020 across all categories
Roy Morgan’s Annual Customer Satisfaction Awards have been impacted by the COVID-19 pandemic – just like everything else in our lives – but after rigorous examination of the data recorded from Australians during 2020 we are able to announce the deserving winners who have excelled with high customer satisfaction ratings despite the challenges of the pandemic.
Of the 40 award winners this year nearly half, 19, are repeat winners backing up from a victory a year ago while there are 21 new winners including first-time winners Aussie Broadband, Chemist Warehouse, Elgas and Schnitz, and former winners such as Isuzu UTE, ALDI & JB Hi-Fi returning to the winner’s circle.
Respondents name the companies they deal with in various categories across more than 30 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.
There were several companies to score a clean sweep of 12 monthly victories during 2020 including first-time winners Aussie Broadband and Health Partners as well as back-to-back 2019 & 2020 winners Myer, The Reject Shop, Powershop, Bunnings Warehouse, Rebel, RAC and Defence Health. Costco also returned to the winners’ circle with an unblemished record in 2020 after last winning the annual award in 2017.
Also performing strongly were the Commonwealth Bank, Autobarn, Newcastle Permanent Building Society, Apple’s iPhone and ahm all of which won at least 10 monthly customer satisfaction awards.
Roy Morgan CEO Michele Levine says 2020 has been a year like no other but this hasn’t stopped businesses across the land stepping up to deliver high customer satisfaction to their customers in industries as diverse as finance and insurance, automotive, gas and electricity and even travel:
“Despite the COVID-19 pandemic there were several businesses that satisfied their customers at a high level in 2020 with ten businesses winning every monthly customer satisfaction award – a feat that not a single business achieved a year earlier.
“Many businesses, and particularly those in retail and hospitality, faced a major threat to their way of doing business in 2020 as a nation-wide closure early in the year forced many to close – at least temporarily. The good news for the businesses hit hardest with the lockdowns was that they proved effective with most of Australia spending the remainder of 2020 in relative normality compared to the rest of the world.
“The effective strategies of both Federal & State Governments to suppress the virus as well as the hundreds of billions of dollars support pumped into the economy returned the Australian economy to growth and one year after the pandemic began Australia is one of the few countries which now has a larger economy and higher employment than it did pre-pandemic.
“This success has been built on by all the businesses honored in this year’s Roy Morgan Annual Customer Satisfaction Awards who have thrived despite the adversity of 2020 and can look forward with confidence having satisfied their customers at a higher level than any of their competitors.”
The winners of the Roy Morgan Annual Customer Satisfaction Awards for 2020 are:
Finance
| Bank of the Year | Beyond Bank |
| Major Bank of the Year | Commonwealth Bank |
| Building Society / Credit Union of the Year | Newcastle Permanent Building Society |
| General Insurer of the Year | RAA |
| Major General Insurer of the Year | RAC |
| Private Health Insurer of the Year | Health Partners |
| Major Private Health Insurer of the Year - Retail | ahm |
| Major Private Health Insurer of the Year - Not for Profit or Restricted | Defence Health |
| Risk & Life Insurer of the Year | Bupa |
| Major Risk & Life Insurer of the Year | OnePath |
| Retail Super Fund of the Year | Colonial First State |
| Major Retail Super Fund of the Year | Colonial First State |
| Industry Super Fund of the Year | UniSuper |
| Major Industry Super Fund of the Year | AustralianSuper |
Retail
| Auto Store of the Year | Autobarn |
| Coffee Shop of the Year | Muffin Break |
| Clothing Store of the Year | Jeanswest |
| Department Store of the Year | Myer |
| Discount Department Store of the Year | Costco |
| Discount Variety Store of the Year | The Reject Shop |
| Furniture/Electrical Store of the Year | JB Hi-Fi |
| Major Furniture/Electrical Store of the Year | JB Hi-Fi |
| Hardware Store of the Year | Bunnings Warehouse |
| Chemist/Pharmacy of the Year | Chemist Warehouse |
| Quick Service Restaurant of the Year | Schnitz |
| 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 | ALDI |
Telecommunications
| Home Phone Provider of the Year | Internode |
| Internet Service Provider of the Year | Aussie Broadband |
| Mobile Handset Provider of the Year | Apple iPhone |
| Mobile Phone Service Provider of the Year | ALDImobile |
Travel and Tourism
| Domestic Airline of the Year | Qantas |
| Domestic Business Travel Airline of the Year | Qantas |
Utilities
Electricity Provider of the YearPowershopGas Provider of the YearElgasAutomotive
| Car Manufacturer of the Year | Isuzu UTE |
| Major Car Manufacturer of the Year | Toyota |
The data that determines who wins comes from Roy Morgan’s massive Single Source survey compiled from in-depth interviews with over 50,000 consumers from all around Australia.
Roy Morgan Customer Satisfaction Awards
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 and NPS across a wide range of industries and brands. This data can be analyzed by month for your brand and importantly your competitive set.
Need to know what is driving your customer satisfaction?
Check out the new Roy Morgan Customer Satisfaction Dashboard at https://www.customersatisfactionawards.com.
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 |
