Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories
At first glance, the winners of Roy Morgan Annual Customer Satisfaction Awards have little in common. Some are national names, others are state-wide favourites; they provide services ranging from meals on the go to mortgages and sell everything from fan belts to frozen peas.
But, says Roy Morgan CEO Michele Levine, they share one distinguishing factor: a determination to understand what their customers need and deliver it: “That’s what has earned each of them coveted recognition as best in their field, judged by their customers, over the year just ended — 2019.” The awards were presented in Melbourne last night.
The data that determines who wins comes from Roy Morgan’s massive Single Source survey, for which 50,000 consumers from all around Australia are interviewed in-depth each year, in person and in their own homes.
Respondents name the companies they deal with in various categories across 32 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.
While no-one scored a clean sweep of the monthly awards, an impressive number of companies came close. Ahm, Bunnings, Commonwealth Bank, Defence Health, Foodland, Powershop, Qantas, Rebel, RAC, the Reject Shop and Subway all won 11 of the 12 months, putting them far out of reach of their competitors.
“As customers, we put different demands on different kinds of providers, and the customer satisfaction score required to win varies significantly from industry to industry,” says Ms. Levine. “For car manufacturers, chemists, furniture & electrical stores, and hardware stores, winning percentages are in the 90s, while for utilities providers and retail super funds the top scores are in the 50s. But whatever the base, each of the winners understands that dissatisfied customers have an enormous impact on the bottom line and they work hard to avoid that.”
“Roy Morgan’s Annual Customer Satisfaction Awards are the gold standard in recognising companies and brands that stay ahead of the pack by knowing what their customers want and delivering it consistently. But what about companies that have claimed the top position by servicing huge numbers of customers across different award categories? As of this year, we are adding a new set of gongs to celebrate achievement on such an impressive scale: the Roy Morgan Major Players Awards.”
The winners of the Roy Morgan Annual Customer Satisfaction Awards for 2019 are:
Finance
| Bank of the Year | Bank Australia |
| 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 | St.LukesHealth |
| Major Private Health Insurer of the Year | Ahm |
| Major Private Health Insurer of the Year - Not for Profit or Restricted | Defence Health |
| Risk & Life Insurer of the Year | Insuranceline |
| Major Risk & Life Insurer of the Year | MLC |
| Retail Super Fund of the Year | Macquarie |
| Major Retail Super Fund of the Year | Colonial First State |
| Industry Super Fund of the Year | UniSuper |
| Major Industry Super Fund of the Year | HESTA |
Retail
| Auto Store of the Year | Supercheap Auto |
| Coffee Shop of the Year | Michel’s |
| Clothing Store of the Year | Just Jeans |
| Department Store of the Year | Myer |
| Discount Department Store of the Year | Harris Scarfe |
| Discount Variety Store of the Year | The Reject Shop |
| Furniture/Electrical Store of the Year | Betta Home Living |
| Major Furniture/Electrical Store of the Year | IKEA |
| Hardware Store of the Year | Bunnings |
| Chemist/Pharmacy of the Year | Guardian |
| Quick Service Restaurant of the Year | Crust Pizza |
| 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 | Foodland |
Telecommunications
| Home Phone Provider of the Year | Internode |
| Internet Service Provider of the Year | Internode |
| Mobile Handset Provider of the Year | Google Phone (Pixel) |
| Mobile Phone Service Provider of the Year | ALDImobile |
Travel and Tourism
| Domestic Airline of the Year | Qantas |
| International Airline of the Year | Singapore Airlines |
| Domestic Business Travel Airline of the Year | Qantas |
Utilities
| Electricity Provider of the Year | Powershop |
| Gas Provider of the Year | Simply Energy |
Automotive
| Car Manufacturer of the Year | Lexus |
| Major Car Manufacturer of the Year | Mazda |
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, NPS and Net Trust Score (NTS) across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set.
To learn more about Roy Morgan’s Customer Satisfaction Awards and data, call (+61) (3) 9224 5309 or email askroymorgan@roymorgan.com.
Please click on this link to the Roy Morgan Online Store.
Visit the Roy Morgan Customer Satisfaction Awards website. This website monitors the ongoing movements in Customer Satisfaction for many businesses across different industries.
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 |
