Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories

At first glance, the winners of Roy Morgan Annual Customer Satisfaction Awards have little in common. Some are national names, others are state-wide favourites; they provide services ranging from meals on the go to mortgages and sell everything from fan belts to frozen peas.

But, says Roy Morgan CEO Michele Levine, they share one distinguishing factor: a determination to understand what their customers need and deliver it: “That’s what has earned each of them coveted recognition as best in their field, judged by their customers, over the year just ended — 2019.” The awards were presented in Melbourne last night.

The data that determines who wins comes from Roy Morgan’s massive Single Source survey, for which 50,000 consumers from all around Australia are interviewed in-depth each year, in person and  in their own homes.

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.

“Roy Morgan’s Annual Customer Satisfaction Awards are the gold standard in recognising companies and brands that stay ahead of the pack by knowing what their customers want and delivering it consistently.”

Michel’s has seen a continuing rise in satisfaction ratings since 2017.

Michel’s has garnered a customer satisfaction rating of 91%, five points up in a year-on-year basis, based on the recent Roy Morgan Coffee Shop Customer Satisfaction report.

The coffee chain leads in the publication’s customer satisfaction record, besting Donut King (86%), The Coffee Club (85%) and Gloria Jeans Coffees and Muffin Break (both 83%).

The market research company noted of the continuing rise of Michel’s in satisfaction ratings since it last underperformed in 2016 with 77% rating.

“At the end of 2016, Michel’s satisfaction ratings bottomed out at around 77%. But since then, it has demonstrated a remarkable turnaround, steadily increasing its ratings to its current level. This sustained effort has contributed to a 14% lift in its satisfaction ratings compared to three years ago,” Roy Morgan CEO Michele Levine said.

Read the article via Roy Morgan Media: http://www.roymorgan.com/findings/8290-roy-morgan-annual-customer-satisfaction-awards-2019-202002180347

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