Introduction

It is with great pleasure that Reader’s Digest presents the Quality Service Awards. We believe companies that deliver outstanding customer service should be recognised and rewarded in Australia.

Our Winners Showcase highlights which companies have gone above and beyond their customer service expectations.

We commissioned independent market research agency Catalyst to survey a representative sample of 2500 Australians. The data we collected was of those companies who over the past 12 months had provided the highest level of customer service across 40 categories, rating each organisation across the

5 key pillars of customer service: Personalisation, Understanding, Simplicity, Satisfaction and Consistency.

The highest rated company of each category has been awarded the status of Gold Winner, with the second highest rated company awarded the Silver Standard Winner. This prestigious award recognises companies that truly understand and value consumer needs.

Click here to see the winning companies in this year’s survey.

Have you ever wanted to voice your opinion about a company that you great service?
We have.

VIEW THE WINNERS

Brand Showcase


 

Budget Direct

Aged Care & Retirement Villages

Gold Winner
Toyota

Car Service

Gold Winner
Avis

Car Rentals

Gold Winner
Princess-Cruises

Cruise Operator

Silver Winner
real insurance

Funeral Insurance

Gold Winner
Gas Suppliers

Gas Suppliers

Gold Winner
Hearing Service

Hearing Service

Gold Winner
Scenic

Holiday Tour Operators

Gold Winner
Cosmos

Holiday Tour Operators

Silver Winner
gio

Home & Contents Insurance

Gold Winner
Specsavers

Optometrist

Gold Winner
Parcel/Carrier Service

Parcel/Carrier Service

Gold Winner
REAL INSURANCE

Pet Insurance

Silver Winner
Real Estate

Real Estate

Gold Winner
Quest

Serviced Apartments

Gold Winner

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Methodology

How Our Quality Service Survey Was Conducted

  • Market Research

    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. To qualify to vote on a category, they must have used a service provider from that industry.

  • Consumers Voting

    Survey respondents were asked to rank their experience on the listed companies according to these questions:

    • "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?

  • Rating

    The highest rated companies were judged the Gold Standard Winner, with the next closest company awarded the Silver Standard Winner.

  • See the
    Winning
    Companies

    2021 results

    We are confident that the results of this annual poll are the truly accurate measurement of Australian consumer sentiment in 2021. Great brands have wonderful success stories.