Survey Methodology

We commissioned independent market research agency Catalyst to survey a representative sample of 2500 Australians. In an initial survey, a representative sample of 500 Australians were asked which companies they previously had experience with across 40 categories, to build a brand list reflective of today’s market. In the second survey, completed by approximately 2000 Australians, data was captured on which of those companies – over the past 12 months – had provided the highest levels of customer service across the 40 categories, rating each organisation from 1 to 10 across five key pillars of customer service:

PERSONALISATION: How well was the company able to provide the consumer with an individualised customer experience?

UNDERSTANDING: How effectively was the company able to demonstrate a genuine insight into the customer’s needs?

SIMPLICITY: How quick and easy was the process of dealing with the company?

SATISFACTION: To what level did the company meet or exceed the customer’s expectations?

CONSISTENCY: Did the company deliver ongoing quality service?

To calculate each company’s Quality Service Score (QSS), the average score of the five key pillars was determined, and then multiplied by 10 to obtain a metric score out of 100. The highest rated company in each category has been awarded the status of Gold Standard Winner, with the second-highest rated company awarded the status of Silver Standard Winner. This prestigious award recognises companies that truly understand consumers’ needs.

Turn over to see which companies Australians voted as offering the nation’s finest customer service.