Department store Myer and discount retailer Big W have each scored the top spot in Roy Morgan’s Annual Customer Satisfaction Awards.
Clothing store Suzanne Grae, footwear brand Skechers and sporting retailer Rebel also took home the top prize in their respective categories.
They all join 33 other award winners in customer satisfaction, with 22 of these being repeat winners from last year.
Big W has become a first-time winner in the awards, alongside six other first-timers including Amazon, Kia, Australian Ethical, Australian Unity and P&N Bank.
“We are honoured to be named Discount Department Store of the Year in 2023 by Roy Morgan,” Big W managing director Dan Hake said. “Being recognised as a value destination for Aussie families could only be achieved because of our team's passion and hard work. A heartfelt thank you to our customers for voting with their feet.”
Myer, Suzanne Grae, Skechers and Rebel also joined nine other businesses scoring a perfect record of 12 monthly wins in customer satisfaction.
Over 60,000 Australians surveyed from January to December 2023 named the companies they deal with across more than 30 industries 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 said these awards represent more than 280 of Australia’s most well-known companies competing in 38 categories.
“This massive study provides an accurate, independent and objective measure of how people feel about the companies they give their business to,” Levine said.
“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.”
Levine said the two of the several first-time winners won in newly created categories this year.
“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.”