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The 2018, 8th Annual Roy Morgan Customer Satisfaction Awards: Telecommunications and Utilities Winners

Australia’s most satisfying home phone, mobile phone, Internet, and utilities service providers were recently announced at the 2018 Roy Morgan Customer Satisfaction Awards.
Australia’s most satisfying home phone, mobile phone, Internet, and utilities service providers were recently announced at the 2018 Roy Morgan Customer Satisfaction Awards.

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, NPS and Net Trust Score (NTS) across a wide range of industries and brands. This data can be analysed by month and importantly for the competitive set in each category. 

Telecommunications Winners


Home Phone Provider

OPTUS was the winner of the Home Phone Service Provider award, with six of the year’s monthly awards.

Mobile Phone Service Provider

Competition in this market is tough, with three providers each enjoying at least one month in top place (iiNet, ALDI Mobile and Virgin Mobile). The winner was Virgin Mobile with six monthly wins.

OPTUS and Virgin Mobile celebrating their awards for Home Phone Provider of the Year and Mobile Phone Service Provider of the Year on the rooftop at Tonic House 

Internet Service Provider


The winner for the fourth consecutive year was iiNet, winning eight months during 2018. 

Handset Provider

One handset provider has dominated the Roy Morgan Customer Satisfaction Awards ever since it began in 2011. Now with its eighth consecutive annual win, the Apple iPhone remains Australians’ favourite mobile handset. 

Utilities Winners

Electricity Provider

Winning for the fourth year in a row was Red Energy, with an impressive nine monthly wins.

Lots of energy here in this photo! General Manager of Business Development David Holman and the Red Energy team celebrating their fourth victory on the rooftop at Tonic House.

Gas Provider

The winner was Kleenheat with eleven months on top.

Need to know what is driving your customer satisfaction?

Check out the new Roy Morgan Customer Satisfaction Dashboard at

www.customersatisfactionawards.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%

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