Roy Morgan Customer Satisfaction Awards 2020: Australia’s winning retailers announced

“There has never been a period like the last 18 months for the retail industry with some businesses booming on the back of record spending and others, more reliant on bricks-and-mortar stores, facing the most challenging market circumstances imaginable.

“The onset of the COVID-19 pandemic in mid-March 2020 seemed set to lead to a tremendous level of disruption to Australian retailers, however there have been ‘winners’ and ‘losers’ in the industry just like in any other with those able to respond quickly to the changing landscape able to deliver higher levels of customer satisfaction and prove their adaptability.

“The 15 retailers presented with Annual Roy Morgan Customer Satisfaction Awards and celebrated here have topped their competitors in providing a high level of customer satisfaction to consumers and proven their ‘mettle’ in dealing with the extreme challenge of the pandemic.

“There were several retailers to win all 12 months in 2020 including Department Store of the Year Myer, Discount Department Store of the Year Costco, Discount Variety Store of the Year The Reject Shop, Hardware Store of the Year Bunnings and Sports Store of the Year Rebel.

“Even more impressively is that Myer, Bunnings, Rebel and The Reject Shop have all won the award for at least four years in a row with The Reject Shop now winning for nine straight years!

“The first-time winners Schnitz (Quick Service Restaurant of the Year) and Chemist Warehouse (Chemist/Pharmacy of the Year) are two very different businesses but both have benefited from the pandemic with the rapid growth of food delivery services in 2020 providing a boost to premium ‘fast food’ alternatives like Schnitz while the desire to keep safe and protected from COVID-19 drove many to buy disinfectants, gloves and other medical supplies from Chemist Warehouse.

“We are now half-way through 2021, and well into the second year of the COVID-19 pandemic, but the same skills and commitment to providing high levels of customer satisfaction to customers during 2020 is set to prove valuable again this year as international borders remain closed and Australians are ‘forced’ to spend their ‘discretionary leisure dollars’ here at home.

“Congratulations to all 15 winners for not losing sight of the importance of the consumer despite the myriad of distractions, disruption and widespread uncertainty faced by all in 2020.”