Lexus wins the Roy Morgan ‘Best of the Best’ Award for Customer Satisfaction
Lexus has won the Roy Morgan ‘Best of the Best’ Customer Satisfaction Award for the third time with a record high customer satisfaction rating of 98.2%.
The win for Lexus was its third in the prestigious category after wins in 2017 and 2019; just ahead of last year’s winner Aussie Broadband and liquor store chain Dan Murphy’s filling out the top three.
The ‘Best of the Best’ award goes to the company that achieves the highest customer satisfaction of all 38 winners in the Annual Roy Morgan Customer Satisfaction Awards.
View a full list of all 38 of the Roy Morgan Customer Satisfaction Award Winners here.
Lexus won 11 monthly satisfaction awards during 2024 and won its sixth Roy Morgan Car Manufacturer of the Year Award (ahead of last year’s winner Skoda) after previous wins in 2014-2017 and 2019.
Lexus’ customer satisfaction rating of 98.2% for 2024 is a new record high and edged out Mobile Service Provideer of the Year Aussie Broadband on 96.1% and Liquor Store of the Year Dan Murphy’s on 96.0%.
Other category winners to perform strongly included Mobile Handset Provider of the Year Samsung on 94.8%, International Airline of the Year Singapore Airlines on 94.3%, Clothing Store of the Year Suzanne Grae on 93.4%, Online Retailer of the Year Adore Beauty on 93.3%, Major Car Manufacturer of the Year Subaru on 92.8%, Quick Service Restaurant of the Year Zambrero on 92.1% and Neobank of the Year Up on 92.0%.
Top 10 Roy Morgan Customer Satisfaction Award Winners
Source: Roy Morgan Single Source (Australia). An average of approximately 60,000 Australians per 12 month period aged 14+ interviewed in the time periods of 12 months to January 2024 through to 12 months to December 2024.
Michele Levine, Chief Executive Officer, Roy Morgan says Lexus has returned to top spot in 2024 by winning the prestigious ‘Best of the Best’ Award for a third time with an average customer satisfaction rating of an 98.2% - a new record high:
“Lexus has returned to the top spot of Australian brands in 2024 by winning Roy Morgan’s sought after ‘Best of the Best Award’ for a third time – after previous wins in 2017 and 2019.
“The outstanding year for Lexus is highlighted by the average customer satisfaction for the luxury car brand hitting a new record high for the award at an exceptional 98.2% to easily win Car Manufacturer of the Year time with 11 monhtly wins ahead of last year’s winner Skoda in second place..
“The six time Car Manufacturer of the Year winner – with previous wins in 2014-2017 and 2019 – achieved average customer satisfaction more than 2% points higher than Mobile Phone Service Provider of the Year Aussie Broadband (96.1%) and Liquor Store of the Year Dan Murphy’s (96.0%).
“As well as Aussie Broadband and Dan Murphy’s, which both featured highly in the ‘Best of the Best’ Award in both 2023 and 2024, special mention should go to Neobank of the Year ‘Up’ which has now ranked amongst the ‘Best of the Best’ for two straight years and Clothing Store of the Year Suzanne Grae which has now been rated in the Top 10 of the ‘Best of the Best’ for three straight years.
“Two first-time winners had near flawless years and finished within the Top 10 for the ‘Best of the Best’ Award at their first opportunity. These two were Mobile Handset of the Year winner Samsung with average customer satisfaction of 94.8% and Online Retailer of the Year winner Adore Beauty on 93.3%. In addition, International Airline of the Year Singapore Airlines (94.3% and fifth overall) notched up a perfect year with 12 monthly wins.
“The businesses and brands featured in Roy Morgan’s ‘Best of the Best’ Customer Satisfaction Award have outperformed all rivals from within their respective industries as well as other companies across the 38 different categories of winners.
“Congratulations to all Roy Morgan Annual Customer Satisfaction Award Winners highlighted here and we look forward to seeing which companies can retain their high ratings and continue providing excellent customer satisfaction over the next year.”
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, switching, 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 atwww.customersatisfactionawards.com
For comments or more information about Roy Morgan’s Customer Satisfaction data, please contact:
Roy Morgan Enquiries
Office: +61 (3) 9224 5309
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 |
