Australia’s winning retailers named in the 2021 Roy Morgan Customer Satisfaction Awards
The annual Roy Morgan Customer Satisfaction Awards were handed out in early June, and the 16 winners in retail categories range from several popular Australian brands to multinational retail names in the US, plus a local favorite back as Quick Service Restaurant of the Year. .
The Roy Morgan Customer Satisfaction Awards spotlight retail winners by tracking customer satisfaction, engagement, loyalty, promotion and NPS across a wide range of industries and brands.
The prizes were awarded to a mix of first-time winners, repeat winners and brands returning to the winner’s circle after some time out of the spotlight.
Three brands celebrated their first win, led by Autopro as Automotive Store of the Year, Skechers as New Shoe Store of the Year (which had a perfect record of 12 consecutive monthly wins) and Cellarbrations, the new liquor store of the year.
Cellarbrations had a stellar 2021, winning Liquor Store of the Year for the first time with 8 consecutive monthly wins.
The Metcash outlet also won the prestigious Roy Morgan ‘Best of the Best Award’ with an average customer satisfaction rating of 96.6% in 2021.
There were nine repeat winners, led by Myer as Department Store of the Year for a seventh consecutive year, Bunnings Warehouse as Hardware Store of the Year for a fifth consecutive year, Rebel as Sporting Goods Store of the Year for the seventh consecutive year, Subway which has now achieved a “triple turn” by winning Major Quick Service Restaurant of the Year for the third consecutive year and the most impressive, The Reject Shop confirming its dominance in the field by as Discount Variety Store of the Year for the tenth consecutive year.
ALDI’s Supermarket of the Year win was the multinational’s fifth in the category and the first time the discount supermarket chain has won back-to-back annual awards following previous wins in 2012, 2014, 2016 and 2020.
ALDI’s performance ranked so high in 2021 that the company won nine monthly awards with an average customer satisfaction rating of 95.1% to place fourth overall in the “Best of the Best” award.
Costco (Discount Department Store of the Year) and JB Hi-Fi (Furniture/Electrical Store of the Year) built on their 2020 wins to take back-to-back wins in their respective categories for the first time after having both won their first annual awards in 2017.
JB Hi-Fi also won the relatively new Furniture and Electrical Department Store of the Year award for the second consecutive year.
In addition to first-time winners and those on winning streaks, there were four brands to return to the winners list in 2021 after absences of three to seven years.
Among those returning to the winner’s circle were Donut King, which found success as Cafe of the Year for the third time with wins in 2015, 2018 and now 2021, and Discount Drug Stores which won Chemist/Pharmacy of the Year for the second time after a previous win in 2018.
Quick-service restaurant of the year Grill’d has won seven consecutive monthly satisfaction awards to claim the annual award for the second time after winning in 2017, while Suzanne Grae won the hotly contested clothing store of the year for the first time since 2014 – a record seven-year gap between wins.
“The past two years have challenged retailers like never before, but although extended closures have kept many physical stores closed for weeks or months in 2020-21, the essential services provided by many retailers have maintained the economy on the move while many were stuck at home,” said Michele Levine, CEO of Roy Morgan.
“The 15 retailers honored with the annual Roy Morgan Customer Satisfaction Awards delivered an unparalleled level of customer satisfaction to consumers in 2021. Cellarbrations Liquor Store of the Year performed so well that outlet Metcash won the Roy Morgan ‘Best of the Best’ Award with an average customer satisfaction rating of 96.6% in 2021, more than any other winner across all 37 categories – the first time this prestigious award has been won by a retailer.
See the full list of winners below:
|Automotive Shop of the Year||Autopro (NEW)|
|Coffee of the year||donut king|
|Clothing store of the year||Suzanne Grae|
|Department Store of the Year||Myer|
|Discount Department Store of the Year||Costco|
|Discount Variety Shop of the Year||The rejection shop|
|Furniture/Electrical Store of the Year||JB Hi-Fi|
|Major Furniture and Electrical Store of the Year||JB Hi-Fi|
|Hardware store of the year||Bunnings Warehouse|
|Chemist/Pharmacy of the Year||Discount pharmacies|
|Quick Service Restaurant of the Year||Gate|
|Great Quick Service Restaurant of the Year||Subway|
|Liquor Store of the Year||Cellarbrations (NEW)|
|Shoe Store of the Year||Skecher (NEW)|
|Sporting Goods Store of the Year||Rebel|
|Supermarket of the year||ALDI|