Roy Morgan’s Annual Customer Satisfaction Awards have been impacted by the COVID-19 pandemic – just like everything else in our lives – but after rigorous examination of the data recorded from Australians during 2020 we are able to announce the deserving winners who have excelled with high customer satisfaction ratings despite the challenges of the pandemic.
Of the 40 award winners this year nearly half, 19, are repeat winners backing up from a victory a year ago while there are 21 new winners including first-time winners Aussie Broadband, Chemist Warehouse, Elgas and Schnitz, and former winners such as Isuzu UTE, ALDI & JB Hi-Fi returning to the winner’s circle.
Respondents name the companies they deal with in various categories across more than 30 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.
There were several companies to score a clean sweep of 12 monthly victories during 2020 including first-time winners Aussie Broadband and Health Partners as well as back-to-back 2019 & 2020 winners Myer, The Reject Shop, Powershop, Bunnings Warehouse, Rebel, RAC and Defence Health. Costco also returned to the winners’ circle with an unblemished record in 2020 after last winning the annual award in 2017.
Also performing strongly were the Commonwealth Bank, Autobarn, Newcastle Permanent Building Society, Apple’s iPhone and ahm all of which won at least 10 monthly customer satisfaction awards.
Commenting on the awards, Roy Morgan CEO Michele Levine said: “Despite the COVID-19 pandemic there were several businesses that satisfied their customers at a high level in 2020 with ten businesses winning every monthly customer satisfaction award – a feat that not a single business achieved a year earlier.
“Many businesses, and particularly those in retail and hospitality, faced a major threat to their way of doing business in 2020 as a nation-wide closure early in the year forced many to close – at least temporarily. The good news for the businesses hit hardest with the lockdowns was that they proved effective with most of Australia spending the remainder of 2020 in relative normality compared to the rest of the world.
“The effective strategies of both Federal & State Governments to suppress the virus as well as the hundreds of billions of dollars support pumped into the economy returned the Australian economy to growth and one year after the pandemic began Australia is one of the few countries which now has a larger economy and higher employment than it did pre-pandemic.
“This success has been built on by all the businesses honoured in this year’s Roy Morgan Annual Customer Satisfaction Awards who have thrived despite the adversity of 2020 and can look forward with confidence having satisfied their customers at a higher level than any of their competitors.”