Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories
The winners of the Roy Morgan Annual Customer Satisfaction Awards 2024 are:
Finance (12 Awards)
| Bank of the Year | P&N Bank |
| *Major Bank of the Year | Commonwealth Bank |
| Neobank of the Year | Up |
| General Insurer of the Year | Defence Service Homes Insurance |
| *Major General Insurer of the Year | RAC |
| Private Health Insurer of the Year | Teachers Health |
| Private Health Insurer of the Year – Retail | Australian Unity |
| Private Health Insurer of the Year – NFP or Restricted | Teachers Health |
| Risk & Life Insurer of the Year | Medibank Private (NEW) |
| Super Fund of the Year | Unisuper |
| Retail Super Fund of the Year | ANZ Smart Choice Super (NEW) |
| Industry Super Fund of the Year | UniSuper |
Retail (16 Awards)
| Auto Store of the Year | Supercheap Auto |
| Clothing Store of the Year | Suzanne Grae |
| Coffee Shop of the Year | Muffin Break |
| Department Store of the Year | Myer |
| Discount Department Store of the Year | Big W |
| Discount Variety Store of the Year | The Reject Shop |
| Furniture/Electrical Store of the Year | JB Hi-Fi |
| Hardware Store of the Year | Bunnings Warehouse |
| Liquor Store of the Year | Dan Murphy’s |
| Chemist/Pharmacy of the Year | Chemist Warehouse |
| Quick Service Restaurant of the Year | Zambrero |
| *Major Quick Service Restaurant of the Year | Subway |
| Online Retailer of the Year | Adore Beauty (NEW) |
| Shoe Store of the Year | Skechers |
| Sports Store of the Year | Rebel Sport |
| Supermarket of the Year | ALDI |
Telecommunications (3 Awards)
| Internet Service Provider of the Year | Aussie Broadband |
| Mobile Handset Provider of the Year | Samsung (NEW) |
| Mobile Phone Service Provider of the Year | Aussie Broadband |
Automotive (2 Awards)
| Car Manufacturer of the Year | Lexus |
| *Major Car Manufacturer of the Year | Subaru |
Tourism & Travel (3 Awards)
| Domestic Business Travel Airline of the Year | Qantas |
| Domestic & Regional Airline of the Year | Rex (Regional Express) (NEW) |
| International Airline of the Year | Singapore Airlines |
Utilities (2 Awards)
| Electricity Provider of the Year | Red Energy |
| Gas Provider of the Year | Red Energy |
*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.
Of the 38 award winners just over two-thirds, 26, are repeat winners backing up from a victory a year ago. The repeat winners included 15 with a perfect record of 12 monthly wins including RAC, Up, Singapore Airlines, Red Energy, Dan Murphys, Supercheap Auto, Chemist Warehouse, Suzanne Grae, Big W, The Reject Shop, JB Hi-Fi, Bunnings Warehouse, Rebel Sport, ALDI and Subway.
In addition to the repeat winners, there were also five first-time winners including Online Retailer of the Year Adore Beauty, Domestic & Regional Airline of the Year Rex (Regional Express), Mobile Handset of the Year Samsung, Retail Superannuation Fund of the Year ANZ Smart Choice Super and Risk & Life Insure of the Year Medibank Private.
There were also five companies returning to the winner’s circle this year after missing out a year ago including General Insurer of the Year Defence Service Homes Insurance, Private Health Insurer of the Year Teachers Health, Quick Service Restaurant of the Year Zambrero as well as Major Car Manufacturer of the Year Subaru winning for the first time in three years and Car Manufacturer of the Year Lexus back on top for the first time in five years – the longest gap of any returning winner.
Other businesses to perform exceptionally well during the year with at least 10 monthly wins included Lexus (11 wins), Myer (10 wins), Rex (Regional Express) (11 wins) and Aussie Broadband (11 wins).
Over 60,000 Australians surveyed from January to December 2024 named the companies they deal with across more than 30 industries, including Automotive, Banking, Supermarket and Telecommunications, and rated how satisfied they were with them. Monthly Customer Satisfaction winners are recorded in each category throughout the year, with the annual award going to the company with the most monthly wins.
Roy Morgan CEO Michele Levine says:
“Roy Morgan Customer Satisfaction Awards honour the Australian businesses who deliver continuously on their social contract with every customer.
“These awards bring together more than 300 of Australia’s most well-known companies competing in 38 categories for the Roy Morgan Customer Satisfaction Awards.
“While the data scientists at Roy Morgan collect and collate the data on a continuous basis, it is the customers of the more than 300 companies involved that provide their feedback and judge these companies with their honest, unvarnished opinions to an independent and trusted research company.
“This is the key factor that makes these awards so meaningful and highly valued.
“The data that underpins the Roy Morgan Customer Satisfaction Awards comes from real people telling us how they feel about the brands and companies they interact with. They do so via our Single Source survey, for which we interview over 60,000 Australian people each year across the nation.
“This massive study provides an accurate, independent and objective measure of how people feel about the companies they give their business to.
“We ask respondents to tell us which companies they deal with in different categories and then to rate how satisfied they are with each. Each month we calculate monthly Customer Satisfaction winners in each of the categories as the year unfolds, and the annual award goes to the company with the most monthly wins. Simple.
“Roy Morgan’s Annual Customer Satisfaction Awards are the gold standard in identifying the companies and brands that stay ahead of the pack by knowing what their customers want and delivering it on a consistent basis.
“A look at the year’s customer satisfaction winners shows several first-time winners. The five first-time winners include the Online Retailer of the Year (Adore Beauty), Handset Provider of the Year (Samsung), Domestic & Regional Airline of the Year (Rex (Regional Express)), Retail Superannuation Fund of the Year (ANZ Smart Choice Super) and Risk & Life Insurer of the Year (Medibank Private) in a tight contest against Suncorp Insurance.
“There were 15 businesses that aced their customer satisfaction by winning all 12 months including well-known retailers Rebel Sport, Supercheap Auto, Chemist Warehouse, Bunnings Warehouse, The Reject Shop, Big W, Dan Murphys, Suzanne Grae, JB Hi-Fi and ALDI.
“Major Quick Service Restaurant of the Year Subway scored a perfect year with 12 monthly wins for a sixth consecutive year while RAC won the Major General Insurer of the Year for the sixth straight year and an unblemished record of 12 monthly wins.
“Other impressive performers included Singapore Airlines which won the International Airline of the Year for a fifth straight year and eighth time overall, and Red Energy which won the Electricity Provider of the Year for a third straight year and a seventh time overall.
“Backing up its impressive performance of a year ago was the Bendigo & Adelaide Bank’s online subsidiary Up which has now won the Neobank of the Year in 2023 and 2024. This year’s victory was powered by a flawless record of 12 monthly wins.”
For comments or more information about Roy Morgan’s Annual Customer Satisfaction Award data please contact:
Roy Morgan Enquiries
Office: +61 (3) 9224 5309
askroymorgan@roymorgan.com
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.
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
Customer Satisfaction is tracked monthly for the following brands:
AAMI, ActewAGL, Adelaide Bank, AGL (incl. Amaysim, Click Energy & PowerDirect), ahm Health Insurance, AIA Australia (incl Comminsure), Air Canada, Air New Zealand, Airasia X, Alcatel, Aldi, Aldi Liquor, ALDI Mobile, Alfa Romeo, Alinta Energy, Allianz, Allianz Global Assistance, Amart Furniture, Amaysim (Including Vaya), Amaysim Energy, Amazon, Amcal, American Airlines, AMP, ANSVAR, ANZ Bank, ANZ Smart Choice Super, APIA (Australian Pensioners Insurance), Apple iPhone, Asos, Aston Martin, Bentley, Jensen, Morgan, Rolls Royce, Audi, Aurora Energy, Aussie Broadband, Australian Ethical Investment, Australian Military Bank (incl. Australian Defence), Australian Retirement Trust (incl. Australian Retirement Trust, QSuper & Sunsuper), Australian Unity (incl. Big Sky), AustralianSuper (incl. AustralianSuper, Club Plus & LUCRF), Auswide Bank (incl. Wide Bay Capricorn B.S., Your Credit Union (YCU), Queensland Professional), Autobarn, Autopro, Aware (incl. Aware, First State, Stateplus & VicSuper), Bananacoast Community, Bank Australia (incl. Bankmecu), Bank First (incl. Victoria Teachers Mutual Bank), Bank of Melbourne, Bank of Queensland, Bank of us (incl. B&E), Bank SA, BankVic (incl. Police Association Credit (VIC)), BankWest, Belong, Bendigo Bank, Best & Less, Betta Home Living, Betts, Betty's Burger, Beyond Bank Australia, Big W, Bingle, BlackBerry, BMW, BNT – Bras N Things, Bonza, Boost, Bottlemart, Brighter Super, British Airways, Budget Direct, Bunnings, BUPA, BWS (Beer Wine Spirits), BYD, Cadillac, Capricornia, CARE Super, Catch, Cathay Pacific, CBHS, Cbus (Cbus & Media Super), Cellarbrations, Cellarmasters, CGU Insurance, Cheap As Chips, Chemist Warehouse, Chery, Chevrolet, Chicken Treat, China Southern Airlines, Chrysler, Circles. Life, Citroën, Clearview, Click Energy, Coles, Coles Insurance, Coles Mobile, Colonial First State, Commonwealth Bank, Community First, Costco, Cotton On, CovaU, Credit Union SA, Crust Pizza, Cupra, Daewoo, Daihatsu, Dan Murphy's, David Jones, DealsDirect.com.au, Defence Bank (incl. Defence Force Credit), Defence Health, Defence Service Homes Insurance, Delta Airlines, Dick Smith, Dimmeys, Discount Drug Stores, Dodge, Dodo, Domino’s Pizza, Donut King, Duncan's (Hotel Bottle Shop), Duncan's (Individual Retailer), Eagle Boys Pizza, eBay, Elders, Elgas, Emirates, EnergyAustralia, Equip (Catholic Super & Equip Super), Ergon Energy, Etihad Airways, Everyday Mobile from Woolworths, Exetel, Fantastic Furniture, Fasta Pasta, Felix Mobile, Ferrari, Lotus, Lamborghini, Fiat, Fiji Airways, First Choice Liquor, Fishponds.com.au, Foodland, Foot Locker, Ford, Foton, Foxtel, Freedom, Future Super, G&C Mutual Bank (incl. SGE (State Government Employees)), Garuda Indonesia, Genesis, GIO Insurance, GloBird Energy, Gloria Jean’s, GMF Health, GMHBA, Google phone, Goulburn Murray, Great Southern Bank (incl. CUA), Great Wall, Greater Bank, Grill’d, Guardian, Guzman Y Gomez, GWM (Was Great Wall)/Haval , H&M, Harris Scarfe, Harvey Norman, Haval , Hawaiian Airlines, HBF, HCF, Health Partners, Henry Bucks, Heritage Bank, HESTA, HIF (Health Insurance Fund), Hog's Breath Café, Holden, Holden Special Vehicle (HSV), Hollard Insurance Partners (was Comminsure), Home Timber and Hardware, Honda, Horizon, Horizon Power, HOSTPLUS (incl. HOSTPLUS, Intrust & Statewide), HSBC, HTC, Huawei, HUB24, Hudsons, Hume Bank (incl. Hume Building Society), Hummer, Hungry Jack's , Hyundai, IGA, IGA Liquor, iiNet, Ikea, Illawarra Credit Union, IMB Bank , Infiniti, ING, Insuranceline, Internode, IOOF, iPrimus , Isuzu Ute, Jack's Café, Jacqui E, Jaguar, Jay Jays, JB Hi-Fi, Jeanswest, Jeep, Jetstar, Just Jeans, Just Wines , K Hub, Katies, KFC, Kia, Kleenheat Gas, Kmart, Kogan, Kogan Energy, Kogan. com, LA Porchetta, Laithwaite's , Land Rover, Latrobe Health Services, LDV, Lebara Mobile, Lexus, LG, Liquor Barons, Liquor King, Liquor Legends, Liquor Xpress, Liquorland, Lowes, Lumley Insurance, Lumo Energy, Lycamobile , Macquarie, Mad Mex, Mahindra, Maitland Mutual, Malaysia Airlines, Manchester Unity, Maserati, Mate , Mathers, Mazda, McCafé, McDonald’s, ME Bank, Medibank Private, Mercedes-Benz, Mercer (incl. Mercer, BT Super, Asgard Super), MG, Michel's Patisserie, Microsoft phone, Millers, Mini, Mitre 10, Mitsubishi, MLC, Momentum Energy, Moose Mobile, More Telecom, Motorola, Muffin Break, My Chemist, Myer, MyState Bank, nab/National Australia Bank, Naked Wines, Nando's, Newcastle Permanent B.S., Nexus, NIB, Nissan, Noble Oak, Nokia, Noni-B, Noodle Box, Northern Inland (NSW), Novo Shoes, NRMA, OnePath, Opel, Oporto, Oppo, Optus, Orange Credit Union, Origin Energy, P&N Bank (incl. Police & Nurses (WA)), People's Choice Credit Union, Peugeot, Pharmacy 4 Less, Pizza Capers, Pizza Hut, Platypus Shoes, Plum, Polestar, Police Credit Union (SA & NT), Porsche, Portmans, Powerdirect, Powershop, PowerWater Corporation, Priceline Pharmacy, Proton, Qantas, Qantas Wine Club, Qantaslink, Qatar Airways, QBank (incl. Queensland Police), QBE, Qudos Bank (incl. Qantas Credit Union), Queensland Country, RAA, Rabobank, RAC, RACQ, RACQ Bank (incl. QTMB), RACT, RACV, RAM, Real Insurance, Rebel, Red Energy, Red Rooster, Regional Australia Bank (incl. Community Mutual), Renault, Repco, Resolution Life (was AMP), REST Super, Retravision, REX (Regional Express), Rivers, Rockmans, Rover, Rural Bank, Saab, Samsung, Schnitz, Scoot, SEAT, Secret Bottle, Service One Alliance Bank (incl. Service One), SGIC (SA), SGIO (WA), Shannons, Simply Energy, Singapore Airlines, Sip'n Save, Skechers, Škoda, Smart, Sony, Sony Ericsson, Soul Origin, Soul Pattinson, Southern Cross, Southern Phone, Spendless Shoes, Spirit Super (incl. Tasplan, MTAA Super & Spirit Super), Sports Power, Sportsco, Sportsgirl, Ssangyong, St. George, St. Lukes Health, Starbucks Coffee, Subaru, Subway, Summerland, Sumo Energy, Suncorp, Suncorp Insurance, Sunsuper, Supercheap Auto, Superloop, Sussan, Suzanne Grae, Suzuki, Swann Insurance, Synergy, TAL (incl St George, Westpac, Asteron), Tangerine, Tango Energy, Target, Target Country, Tas Gas, Teachers Health, Teachers Mutual Bank, Telstra, Telstra BigPond, Telstra Energy, Terry White Chemmart, Tesla, Thai Airways, The Athlete's Foot, The Bottle-O, The Coffee Club, The Good Guys, THE ICONIC, The Reject Shop, Thirsty Camel, TIO, Toyota, TPG, TransACT Internet, True Value Hardware, Teachers Union Health, UBank, UniSuper (incl. Unisuper & Australian Catholic), United, Up, Vanguard, Vero, Vintage Cellars, Virgin Atlantic, Virgin Australia , Virgin Australia (incl. Virgin Samoa) , Vodafone, Volkswagen, Volvo, WAW, Westfund, WestNet , Westpac, WFI, Williams Shoes, Wine Direct, Wine Selectors , Woolworths, Youi, Zambrero, Zara, Zurich, Zurich (incl OnePath).
About Roy Morgan
Roy Morgan is Australia’s largest independent Australian research company, with offices in each state, as well as in the U.S. and U.K. A full-service research organisation, Roy Morgan has over 80 years’ experience collecting objective, independent information on consumers.
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 |
