Roy Morgan Research, Australia’s best known market research company, has held its second annual Customer Satisfaction Awards in Melbourne this week, honouring the companies and organisations with the most consistently happy customers in 2012.
The awards are the result of a survey of around 50,000 Australian consumers and 22,000 business decision makers over 2012. The survey ranked customer service and satisfaction by conducting personal interviews and distributing self-administered questionnaires.
There were over 600 companies monitored for the awards, and these were then ranked according to percentage of satisfied customers. Rankings are determined by calculating how many total customers of each organisation rated its products or service as ‘very’ or ‘fairly’ satisfactory, over a 12 month period.
If the results are anything to go by, NAB‘s mission to differentiate itself from the other banks may be paying off, with customers rating it Australia’s most satisfying major bank.
Last year’s winner, the iPhone, proved the Apple haters wrong by again coming out on top in the Mobile Phone Handset category, although research suggests Samsung could be a strong contender in 2013.
And Virgin Mobile took out the Mobile Phone Service Provider award for the second year, showing that its competitive plans and innovative products are still winning over consumers ahead of rivals Telstra and Optus.
The winners of the Whistleout-relevant categories are:
Banking:
- Major Bank of the Year: NAB
- Bank of the Year: Victoria Teachers Mutual Bank
- Building Society of the Year: Newcastle Permanent Building Society
- Credit Union of the Year: Police & Nurses (WA)
Telecommunications:
- Handset Provider of the Year: Apple iPhone
- Mobile Phone Service Provider of the Year: Virgin Mobile
- Home Internet Service Provider of the Year: Internode
- Home Phone Provider of the Year: iiNet
Insurance:
- General Insurer of the Year: Defence Service Homes Insurance
- Risk & Life Insurer of the Year: Real Insurance
- Private Health Insurer of the Year: CBHS
The full list of winners for each category can be viewed here.