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

The annual Roy Morgan Customer Satisfaction Awards were awarded in locked down Melbourne in early June and the 16 winners in the retail categories range from a multi-national US discount department store to several popular Australian brands and an ‘upstart’ Victorian-based restaurant chain who opened their first store less than 15 years ago.
The annual Roy Morgan Customer Satisfaction Awards were awarded in locked down Melbourne in early June and the 16 winners in the retail categories range from a multi-national US discount department store to several popular Australian brands and an ‘upstart’ Victorian-based restaurant chain who opened their first store less than 15 years ago.

As usual, the awards went to a mix of first timers and veterans. Among those enjoying their moment in the customer satisfaction spotlight for the first time were Schnitz as the Quick Service Restaurant of the Year with six monthly customer satisfaction awards and Chemist Warehouse as Chemist/Pharmacy of the Year.

There were seven repeat winners led by Myer as Department Store of the Year for a sixth straight year, Bunnings Warehouse as Hardware Store of the Year for a fourth year in a row, Rebel as Sports Store of the Year for the sixth consecutive year and perhaps most impressively of all The Reject Shop confirming its dominance in the field as the Discount Variety Store of the Year for the ninth year running (2012-2020).

First Choice Liquor (Liquor Store of the Year), The Athlete’s Foot (Shoe Store of the Year) and Subway (Major Quick Service Restaurant of the Year) all built on their victories in 2019 to complete back-to-back victories in their respective categories for the first time.

Complete list of Retail winners for 2020:

Auto Store of the Year

Autobarn

Coffee Shop of the Year

Muffin Break

Clothing Store of the Year

Jeanswest

Department Store of the Year

Myer

Discount Department Store of the Year

Costco

Discount Variety Store of the Year

The Reject Shop

Furniture/Electrical Store of the Year

JB Hi-Fi

Major Furniture/Electrical Store of the Year

JB Hi-Fi (NEW)

Hardware Store of the Year

Bunnings Warehouse

Chemist/Pharmacy of the Year

Chemist Warehouse (NEW)

Quick Service Restaurant of the Year

Schnitz (NEW)

Major Quick Service Restaurant of the Year

Subway

Liquor Store of the Year

First Choice Liquor

Shoe Store of the Year

The Athlete’s Foot

Sports Store of the Year

Rebel

Supermarket of the Year

ALDI

As well as first time winners and those on winning streaks there were six brands to return to the winner’s list in 2020 after absences of from one to four years.

The new sponsor of the V8 Supercars Series Autobarn has now won four Auto Store of the Year Awards in 2013, 2014, 2018 and 2020 and been matched by ALDI’s fourth victory as the Supermarket of the Year following wins in 2012, 2014, 2016 and now 2020.

Other returning winners include Jeanswest as the Clothing Store of the Year for the third time (2016, 2017 & 2020), Muffin Break with a third victory as the Coffee Shop of the Year (2016, 2017 & 2020) and both Costco (Department Store of the Year) and JB Hi-Fi (Furniture/Electrical Store of the Year) both winning for a second time. JB Hi-Fi also won the relatively new category of the Major Furniture/Electrical Store of the Year for a first time.

Michele Levine, CEO, Roy Morgan, says:

“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.”

The Roy Morgan Customer Satisfaction Awards highlight the winners but this is only the tip of the iceberg. Roy Morgan tracks customer satisfaction, engagement, loyalty, advocacy and NPS across a wide range of industries and brands. This data can be analysed by month for your brand and importantly your competitive set.

Need to know what is driving your customer satisfaction?

Check out the new Roy Morgan Customer Satisfaction Dashboard at https://www.customersatisfactionawards.com.

For comments or more information please contact:
Roy Morgan - Enquiries
Office: +61 (03) 9224 5309
askroymorgan@roymorgan.com


About Roy Morgan

Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size

Percentage Estimate

40%-60%

25% or 75%

10% or 90%

5% or 95%

1,000

±3.0

±2.7

±1.9

±1.3

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2