Roy Morgan has unveiled its Annual Customer Satisfaction Award winners, with Dan Murphy’s crowned Australia’s favourite bottle shop, taking out Liquor Store of the Year.
Of the 40 award winners for 2023 almost half, 19, are repeat winners backing up from a victory a year ago. There are 21 new winners including first-time winners Vaya, Skoda, Zambrero and CommInsure as well as former winners such as Virgin Australia, Mazda, Red Energy, Dan Murphy’s, Beyond Bank, UniSuper, AustralianSuper, Supercheap Auto, Muffin Break and Chemist Warehouse returning to the winner’s circle.
Over 60,000 Australians surveyed from January to December 2022 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.
Mobile phone service provider Vaya won the ‘Best of the Best’ Award following previous winners Cellarbrations (2021) and the car manufacturers Isuzu UTE (2018 & 2020) and Lexus (2017 & 2019).
Several companies scored a ‘clean sweep’ of 12 monthly victories including first-time winners Skoda as well as back-to-back 2021 and 2022 winners Myer, The Reject Shop, JB Hi-Fi, Kleenheat, Bunnings Warehouse, Rebel, ALDI and Subway.
Also performing strongly were Supercheap Auto, Chemist Warehouse, Red Energy, UniSuper, Skechers, Costco, Suzanne Grae, Teachers Health and ahm.
Roy Morgan CEO Michele Levine said:“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 companies competing in 40 categories for the Roy Morgan Customer Satisfaction Awards.
“While we at Roy Morgan collect and collate the data, the “judging panel” is made up of customers of the 280 companies – many thousands of them – giving their honest, unvarnished opinions. That’s what makes these awards so meaningful and so 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 some 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 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 many familiar names returning to the winner’s circle again and a suite of first-time winners in categories such as Mobile Phone Service Provider (Vaya), Car Manufacturer (Skoda) and Major Risk & Life Insurer (CommInsure).
“Another first-time winner is Zambrero – the new Quick Service Restaurant of the Year. The Canberra based Mexican restaurant chain has expanded rapidly in recent years and now has over 245 restaurants globally after being founded less than two decades ago in 2005.
“There were several businesses that aced their customer satisfaction by winning all 12 months. First-time Car Manufacturer of the Year Skoda was one of the 12 companies with a perfect record and was joined by Myer, JB Hi-Fi, Bunnings Warehouse, Rebel, ALDI, Subway, AustralianSuper, Kleenheat, The Reject Shop and Risk & Life Insurer of the Year Real Insurance.
“Despite a steady decline in domestic customer satisfaction since early 2022, Qantas managed to win enough months earlier in the year to take out the 2022 Domestic Airline Award. Faced with historic levels of distrust and class action lawsuits, Qantas is highly unlikely to win the award for 2023.”