Survey Methodology

We commissioned independent market research agency Catalyst Consultancy & Research to survey a representative sample of 2500 Australians.

To build a brand list reflective of today’s market, an initial survey was conducted with a representative sample of 500 Australians who were asked which companies they have had recent experience with across 38 categories.

In the second survey, completed by over 2000 Australians, data was captured on which of those companies across the 38 categories had provided the highest levels of customer service over the past 12 months, rating each organisation from one to ten 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 ten to obtain a metric score out of 100. The highest rated company in each category was 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.