Roy Morgan unveils Annual Customer Satisfaction Award winners for 2021 across all categories
It’s official: The winners of the Roy Morgan Annual Customer Satisfaction Awards for 2021 are:
Finance
| Bank of the Year | Bank First (NEW) |
| *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 | Defence Health |
| *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 | Allianz |
| *Major Risk & Life Insurer of the Year | OnePath |
| Retail Super Fund of the Year | OnePath |
| *Major Retail Super Fund of the Year | OnePath |
| Industry Super Fund of the Year | Cbus (NEW) |
| *Major Industry Super Fund of the Year | HOSTPLUS (NEW) |
Retail
| Auto Store of the Year | Autopro (NEW) |
| Coffee Shop of the Year | Donut King |
| Clothing Store of the Year | Suzanne Grae |
| 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 | Discount Drug Stores |
| Quick Service Restaurant of the Year | Grill’d |
| *Major Quick Service Restaurant of the Year | Subway |
| Liquor Store of the Year | Cellarbrations (NEW) |
| Shoe Store of the Year | Skechers (NEW) |
| Sports Store of the Year | Rebel |
| Supermarket of the Year | ALDI |
Telecommunications
| Internet Service Provider of the Year | Aussie Broadband |
| Mobile Handset Provider of the Year | Apple iPhone |
| Mobile Phone Service Provider of the Year | ALDImobile |
Utilities
| Electricity Provider of the Year | Powershop |
| Gas Provider of the Year | Kleenheat |
Automotive
| Car Manufacturer of the Year | Isuzu UTE |
| *Major Car Manufacturer of the Year | Subaru (NEW) |
Of the 37 award winners this year over half, 20, are repeat winners backing up from a victory a year ago while there are 17 new winners including first-time winners Cellarbrations, Bank First, Cbus, HOSTPLUS and Subaru and former winners such as Allianz, Donut King, Grill’d and RACT 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 including first-time winners Skechers as well as back-to-back 2020 & 2021 winners Aussie Broadband, Myer, The Reject Shop, Powershop, Bunnings Warehouse, Rebel, Defence Health, Subway, JB Hi-Fi and Newcastle Permanent.
Also performing strongly were the Commonwealth Bank, Bank First, OnePath and ahm all of which won at least 10 monthly customer satisfaction awards.
Roy Morgan CEO Michele Levine says 2021 was the second – and hopefully final – year heavily impacted by the COVID-19 pandemic. Despite the challenging circumstances many companies stepped up and provided high levels of customer satisfaction; including seven first-time winners:
“We have now come through a second year of COVID-19 and with a highly vaccinated population we are starting to put the pandemic behind us. Although the pandemic proved tough for many businesses there were also others that thrived were recorded with high levels of customer satisfaction.
“Shoe Store of the Year Skechers performed exceptionally well by winning all 12 monthly customer satisfaction awards in 2021 to win its first Annual Customer Satisfaction Award. There were ten other brands to have a perfect year including fellow retailers Myer, The Reject Shop, Bunnings Warehouse, Rebel and JB Hi-Fi – all of which won in both years of the pandemic – 2020 & 2021.
“Although the last two years have provided an unprecedented challenge to the way of doing business for many companies the emergence of inflation around the world, including in Australia during the last few months, presents a new challenge many are now facing for the first time.
“The ABS inflation reading for the year to March 2022 showed inflation hitting an annual rate of 5.1% – the highest for over 20 years – and the likelihood is that it will continue to increase in the months ahead. Rising prices will test the abilities of companies to keep their customers satisfied during the remainder of this year and into the future.
“The 33 businesses honoured in this year’s Roy Morgan Annual Customer Satisfaction Awards have thrived despite the adversity of 2021 and can look forward with confidence to deal with the new challenges of rising prices and interest rates having satisfied their customers at a higher level than any of their competitors.”
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 analysed by month for your brand and importantly your competitive set.
The data that determines who wins comes from Roy Morgan’s massive Single Source survey compiled from in-depth interviews with over 60,000 consumers from all around Australia. *The brands included in the nine major award categories are determined based on market size and only the top brands by market size are included in the major award categories.
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 |
