Roy Morgan Customer Satisfaction Awards 2023: Australia’s telecommunications and utilities winners
The annual Roy Morgan Customer Satisfaction Awards were recently awarded to deserving winners across a range of categories. The telecommunications and utilities category consisted of five awards with four companies emerging victorious.
The big winner on the night was Aussie Broadband which collected three awards – the first company to do so. Aussie Broadband won Internet Service Provider of the Year for a third time (following previous victories in 2020 and 2021) and a first ever Mobile Phone Service Provider of the Year.
Aussie Broadband’s two victories netted a combined 16 monthly satisfaction wins across the two categories and these results propelled the company to a third award – the Roy Morgan ‘Best of the Best’ Customer Satisfaction Award contested by all 38 category winners. Aussie Broadband’s average customer satisfaction rating of 97.5% to win the Mobile Phone Service Provider of the Year was the highest ever annual satisfaction rating for any winner in the history of the award.
It was a familiar name returning once more to the winner’s circle as the Mobile Handset of the Year with Apple iPhone winning an eleventh title after winning every year but one from 2012-2022 (Google was the sole exception winning in 2019 with the Google Pixel). No other company has won more annual Customer Satisfaction Awards over the last decade than the Apple iPhone.
There were two impressive and comprehensive winners in the two utilities categories with both winners building on previous wins and going back-to-back in the winner’s circle.
Electricity Provider of the Year Red Energy had a clear victory in the category with eleven monthly wins in the category and finishing well ahead of runner-up Tango Energy. Red Energy built on its victory a year ago and registered its eighth Annual Customer Satisfaction Award overall. The wins for Red Energy include six as the Electricity Provider of the Year (2015, 2016, 2017, 2018, 2022 & 2023) and two as Gas Provider of the Year (2014 & 2015).
The Gas Provider of the Year for a third straight year was Kleenheat which registered an impressive eleven monthly wins during 2023 to finish a comprehensive victory in the category over runner-up Dodo. Kleenheat’s victory was the fourth for the company after previous victories in 2018, 2021 and 2022.
Telecommunications and Utilities category winners for 2023:
| Internet Service Provider of the Year | Aussie Broadband |
| Mobile Phone Service Provider of the Year | Aussie Broadband |
| Mobile Handset Provider of the Year | Apple iPhone |
| Electricity Provider of the Year | Red Energy |
| Gas Provider of the Year | Kleenheat |
Michele Levine, CEO, Roy Morgan, says:
“This year’s telecommunications and utilities category has delivered four winning companies including a triple win for Aussie Broadband and back-to-back wins for Apple iPhone, Red Energy and Kleenheat – all continuing their winning streaks from a year ago.
“Aussie Broadband enjoyed an unprecedented year by winning the Mobile Phone Service Provider category for the first time and winning the Internet Service Provider of the Year for a third time after previous victories in 2020 and 2021.
“As well as easily winning these two categories with a total of 16 monthly satisfaction wins during 2023, Aussie Broadband carried off the overall Roy Morgan ‘Best of the Best Award’ with a record-setting average customer satisfaction rating of 97.5% to win the Mobile Phone Service Provider category.
“The two clearest winners in their respective categories were the utilities providers which both streaked the field by winning eleven monthly satisfaction awards each.
“Kleenheat cleaned up as the Gas Provider of the Year for a third straight victory, and fourth overall, while Red Energy completed consecutive victories as the Electricity Provider of the Year for an eighth victory overall stretching back to its first victory in 2014.
“In the competitive Mobile Handset Provider of the Year category it was the Apple iPhone that notched up an unprecedented eleventh Annual Customer Satisfaction Award. The popular brand has won every year but one since the inaugural awards in 2012 and placed highly in the overall ‘Best of the Best’ Award with an exceptional average customer satisfaction rating of 94.8%.”
To learn more about Roy Morgan’s telecommunications and utilities data call (+61) (3) 9224 5309 or email askroymorgan@roymorgan.com.
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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, trust and distrust, 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, and Roy Morgan can also provide the key drivers of these metrics to identify the specific levers for improvement.
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 how you stand in customer satisfaction?
Check out our rankings and related customer satisfaction reports by industry and brands at www.customersatisfactionawards.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 |
