Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories
The winners of the Roy Morgan Annual Customer Satisfaction Awards 2023 are:
Finance (12 Awards)
| Bank of the Year | P&N Bank (NEW) |
| *Major Bank of the Year | Commonwealth Bank |
| Neobank of the Year (NEW CATEGORY) | Up (NEW) |
| General Insurer of the Year | RAA |
| *Major General Insurer of the Year | RAC |
| Private Health Insurer of the Year | St Lukes |
| Private Health Insurer of the Year – Retail | Australian Unity (NEW) |
| Private Health Insurer of the Year – NFP or Restricted | St Lukes |
| Risk & Life Insurer of the Year | Real Insurance |
| Super Fund of the Year (NEW CATEGORY) | Unisuper |
| Retail Super Fund of the Year | Australian Ethical (NEW) |
| Industry Super Fund of the Year | UniSuper |
Retail (16 Awards)
| Auto Store of the Year | Supercheap Auto |
| Coffee Shop of the Year | Muffin Break |
| Clothing Store of the Year | Suzanne Grae |
| Department Store of the Year | Myer |
| Discount Department Store of the Year | Big W (NEW) |
| 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 |
| Chemist/Pharmacy of the Year | Chemist Warehouse |
| Quick Service Restaurant of the Year | Grill’d |
| *Major Quick Service Restaurant of the Year | Subway |
| Liquor Store of the Year | Dan Murphy’s |
| Online Retailer of the Year (NEW CATEGORY) | Amazon (NEW) |
| Shoe Store of the Year | Skechers |
| Sports Store of the Year | Rebel |
| Supermarket of the Year | ALDI |
Telecommunications (3 Awards)
| Internet Service Provider of the Year | Aussie Broadband |
| Mobile Handset Provider of the Year | Apple iPhone |
| Mobile Phone Service Provider of the Year | Aussie Broadband |
Automotive (2 Awards)
| Car Manufacturer of the Year | Skoda |
| *Major Car Manufacturer of the Year | Kia (NEW) |
Tourism & Travel (3 Awards)
| Domestic Business Travel Airline of the Year | Qantas |
| Domestic Airline of the Year | Virgin Australia |
| International Airline of the Year | Singapore Airlines |
Utilities (2 Awards)
| Electricity Provider of the Year | Red Energy |
| Gas Provider of the Year | Kleenheat |
Of the 38 award winners just over half, 22, are repeat winners backing up from a victory a year ago. The repeat winners included 13 with a perfect record of 12 monthly wins including RAC, Muffin Break, Myer, Suzanne Grae, The Reject Shop, JB Hi-Fi, Bunnings Warehouse, Chemist Warehouse, Subway, ALDI, Dan Murphy’s, Skechers and Rebel.
In addition to the repeat winners, there were also seven first-time winners including P&N Bank, Australian Unity, Australian Ethical, Big W and Kia. There were also two first-time winners in the new categories of Online Retailer of the Year (Amazon) and Neobank of the Year (Up). Three of these first-time winners managed a clean sweep of 12 monthly victories including Up, Australian Unity and Big W.
There were also four companies returning to the winner’s circle this year after missing out a year ago including RAA, St Lukes, Grill’d and Aussie Broadband.
Other businesses to perform exceptionally well during the year with at least 10 monthly wins included Virgin Australia, Supercheap Auto, Red Energy, Kleenheat, Aussie Broadband, Australian Ethical and Skoda.
Over 60,000 Australians surveyed from January to December 2023 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 represent more than 280 of Australia’s most well-known companies competing in 38 categories for the Roy Morgan Customer Satisfaction Awards.
“While our hard-working team at Roy Morgan collect and collate the data on a continuous basis throughout the year, the “judging panel” is truly comprised of the customers of the 280 companies – many thousands of them – giving 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 Australians 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 those companies and brands that stay ahead of the pack by knowing what their customers want and delivering it consistently.
“A look at the year’s customer satisfaction winners shows several first-time winners – including in new categories awarded for the first time. These winners include Amazon, the inaugural Online Retailer of the Year (could it really be anyone else?) and Bendigo and Adelaide Bank’s Neobank subsidiary Up, which took out the first Neobank of the Year award – and winning all 12 monthly awards.
“Other first-time winners include Bank of the Year (P&N Bank), Private Health Insurer of the Year – Retail (Australian Unity), Retail Super Fund of the Year (Australian Ethical), Discount Department Store of the Year (Big W) and Kia, the winner of the Major Car Manufacturer of the Year in a tight contest against Subaru and Mitsubishi.
“There were several businesses that aced their customer satisfaction by winning all 12 months. As well as first-time winners Up and Australian Unity, these 17 companies with a perfect record included well-known retailers Big W, Muffin Break, Suzanne Grae, Myer, JB Hi-Fi, Bunnings Warehouse, Chemist Warehouse, Dan Murphy’s, Rebel, ALDI, Skechers, Subway and The Reject Shop, Major General Insurer of the Year RAC and Domestic Airline of the Year Virgin Australia.
“Despite a decline in domestic customer satisfaction since early 2023, Qantas managed to win enough months earlier in the year (seven) to take out the 2023 Domestic Business Travel Airline Award while Singapore Airlines won the International Airline of the Year for a fourth straight year and an eighth time overall.”
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.
*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
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 |
