Thursday, February 20th, 2014

Roy Morgan Research has revealed the winners of its third annual Customer Satisfaction Awards at a gala dinner in Melbourne.

Michele Levine, CEO of Roy Morgan Research, presented 39 awards to businesses that topped their respective fields with outstanding levels of customer satisfaction, as judged by more than 50,000 consumers and 22,000 business decision-makers throughout 2013.

Some businesses — including Internode, Apple iPhone, Williams, The Good Guys and JB Hi-Fi — confirmed their reputations for outstanding service with their third consecutive win, while others celebrated for the first time. Southern Phone scored its first Home Phone Provider of the Year award, while Foodland trumped previous two-time winner ALDI for the Supermarket of the Year award.

Although Virgin Australia ceded Domestic Airline of the Year to Qantas in a close contest, it emerged victorious as the inaugural Domestic Business Airline of the Year. The other new award, Service Station of the Year, went to 7-Eleven, winning 12 out of the 12 months in 2013.

Scoring similarly emphatic wins, Myer retained the title of Department Store of the Year and Guardian won its second Chemist/Pharmacy of the Year.

There was significant turnover in the ever-eventful Banking and Finance industry. CUA nabbed Credit Union of the Year from 2012 winner Police & Nurse Credit Society, Teachers Health Fund won its first Private Health Insurer of the Year award and Greater Building Society lived up to its name, swiping Building Society of the Year from two-time victor Newcastle Permanent.

Business Banking was a little more stable, with Bendigo Bank clocking up its third year as Business Bank of the Year and Westpac also scoring a hat trick as Major Business Bank of the Year.

The Annual Customer Satisfaction Awards are based on 12 months of data from Roy Morgan’s Consumer Single Source survey, as well as Roy Morgan’s Business Single Source survey.

Customer Satisfaction Awards 2013 — Winners

Car Manufacturer of the Year 
Bank of the Year
Victoria Teachers Mutual Bank
Building Society of the Year  Greater Building Society
Credit Union of the Year CUA
General Insurer of the Year  Defence Service Homes Insurance (DVA)
Major Bank of the Year
Commonwealth Bank
Private Health Insurer of the Year   Teachers Health Fund
Risk & Life Insurer of the Year Real Insurance
Business Bank of the Year  Bendigo Bank
Business Insurer of the Year  Elders 
Business Superannuation Manager of the Year 
Major Business Bank of the Year Westpac
Auto Store of the Year Autobarn
Chemist/Pharmacy of the Year  Guardian
Clothing Store of the Year
Coffee Shop of the Year Michel’s Patisserie
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 The Good Guys
Hardware Store of the Year  Home Timber & Hardware
Music/Book Store of the Year   JB Hi-Fi
Service Station of the Year 7-Eleven
Shoe Store of the Year Williams
Sports Store of the Year Rebel Sport
Industry Superannuation Fund of the Year  Catholic Super
Retail Superannuation Fund of the Year  Plum
Supermarket of the Year  Foodland
Handset Provider of the Year Apple iPhone
Home Internet Service Provider of the Year Internode
Home Phone Provider of the Year Southern Phone
Mobile Phone Service of the Year  amaysim
Domestic Airline of the Year Qantas
Domestic Business Airline of the Year Virgin Australia
Hotel and Resort of the Year Sofitel
International Airline of the Year Singapore Airlines
Electricity Provider of the Year Integral Energy
Gas Provider of the Year ActewAGL
Quick Service Restaurant of the Year  Subway 

Michele Levine, CEO, Roy Morgan Research, says:

“Since their inception three years ago, the Roy Morgan Research Customer Satisfaction Awards have earned a reputation as the most accurate and reliable measure of customer satisfaction in the country.

“By aggregating 12 months’ worth of responses to our Consumer Single Source and Business Single Source surveys, Roy Morgan is able to identify and celebrate those businesses — large and small — that have outperformed their competitors in customer satisfaction.

“Congratulations to this year’s winners, whose continued commitment to satisfying their customers is setting industry standards and being recognised not only by consumers but by businesses around Australia.”

For more information or to arrange an interview please contact:

Alex Dalidakis Marketing Executive
Office: +61 (3) 9224 5209
[email protected]

Related research findings

Visit the Roy Morgan Customer Satisfaction Awards website. This website monitors the ongoing movements in Customer Satisfaction for many businesses across different industries.

Roy Morgan Research Ltd. A.B.N. 91 007 092 944 Quality System Certified to AS/NZS ISO 9001
401 Collins Street, Melbourne, Victoria, 3000 – GPO Box 2282U, Melbourne, Victoria, 3001, Australia
Tel: (03) 9629 6888 Fax: (03) 9629 1250 (03) 9224 5387 [email protected]

Contact Profile

Roy Morgan Research

Roy Morgan Research is Australia’s best known and longest established market research and public opinion survey company. Roy Morgan Single Source is thorough, accurate, and provides comprehensive, directly applicable information about current and future customers. It is unique in that it directs all the questions to each individual from a base survey sample of around 55,000 interviews in Australia and 15,000 interviews in New Zealand annually - the largest Single Source databases in the world. The questions asked relate to lifestyle and attitudes, media consumption habits (including TV, radio, newspapers, magazines, cinema, catalogues, pay TV and the Internet), brand and product usage, purchase intentions, retail visitations, service provider preferences, financial information and recreation and leisure activities. This lead product is supported by a nationally networked, consultancy-orientated market research capability.
Shaun Ellis
P: 03 9224 5332


Roy Morgan Research has revealed the winners of its third annual Customer Satisfaction Awards




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