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Qantas takes home customer satisfaction award

One of the county's best known market research agencies has used the launch of its inaugural Customer Satisfaction Awards to emphasise the importance of social media to contemporary business practices.

Roy Morgan Research made the announcement last night (March 1) at the first of what will become monthly industry events.

Chief executive of Roy Morgan Research Michele Levine said: "Customer satisfaction is more vital than ever in today’s age of social media, where the slightest negative customer interaction can literally be broadcast to thousands, virtually instantly."

According to the research organisation, the award results are based on the world's largest ongoing single source survey, which says something about the accuracy of the data.

It is also based on interviews with some 50,000 local consumers that are conducted each year, as well as new business surveys that polls the opinions of 22,000 business decision makers annually.

And among the companies with the highest customer satisfaction rates were many of the nation's most popular brands, as well as a few surprises.

The Major Bank of the Year award went to ANZ, while competitor Westpac took home Major Business Bank of the Year.

It seems that education providers in Victoria are happy with the service they are receiving, with the Victoria Teachers Credit Union winning Credit Union of the Year.

Department and clothing store David Jones and Katies also received prizes, while Music Store of the Year went to none other than JB Hi-Fi.

Despite a somewhat trying 2011 airline Qantas was among the award recipients, but it is still early in the year and this outcome may change if there is future industrial action.

In total there were 35 winners for the Annual Awards and additional monthly winners were also added to the list.

The research firm said the results are an objective representation of customer satisfaction and reward business that value their customers.

Posted by Aimee McBride