Customer Excellence Awards 2018-06-27T11:42:51+00:00

Customer Excellence Awards

Find out which brands are Australia’s Loyalty Leaders based on results from their very own customers

Customer Excellence Awards

Engaged Strategy has completed the 2018 Consumer Recommendation & Loyalty Study, a nationwide benchmarking study containing Net Promoter Score, customer experience and word of mouth insights, and we are delighted to announce award recipients for 2018.

These studies collectively analysed thousands of Australian responses. From these responses the included brands* were scrutinised across a range of attributes.

The Most Recommended Brand award is presented to the brand that achieves the highest Net Promoter Score within the study. For the first time Engaged Strategy will acknowledge the brands that have demonstrated excellence in pivotal domains of customer experience.

Emotional elements bring customer experiences to life. We will be recognising brands who excel at making customers feel the most:

  • Valued – COMING SOON
  • Cared for – COMING SOON

Additionally, we will be revealing the brands who have notably achieved the highest customer ratings across the following key attributes:

  • Reputation – COMING SOON
  • Proactiveness – COMING SOON

The award winners are determined based solely on participant ratings. Participants are sourced from an independent nationwide panel. Data outside of this scope pertaining to any ratings, such as price, are not considered at all when assessing award recipients and Engaged Strategy makes no assessment of any such attributes.

Most Recommended Brand

The Most Recommended Brand award is presented to the brand who achieves the highest Net Promoter Score within the study. The Net Promoter Score is best known as a customer loyalty metric, but it is much more than that. It is a strong indicator of business performance and growth, but most importantly it is an organisational discipline that unifies functional areas towards delivering experiences and propositions that are worthy of recommendation. Given this, achieving the status of Most Recommended Brand is a notable achievement.

Superannuation

Banking

Health Insurance

Motor Insurance

COMING SOON

Property Insurance

COMING SOON

Customers Felt – Most Valued

Recipient brands receiving this award have excelled in genuinely making their customers feel Valued. Creating and tailoring an experience that leaves customers feeling significant and genuinely appreciated by your organisation is key in building the foundational layers for long-term, valuable client relationships.

Superannuation

Banking

Health Insurance

Motor Insurance

Property Insurance

Customers Felt – Most Cared For

Receiving the award for making their customers feel the Most Cared For is another excellent marker for success for brands. Creating and maintaining a personal customer experience is key, with the aim essentially to make customers feel special.

Superannuation

Banking

Health Insurance

Motor Insurance

Property Insurance

Customer Rating – Most Proactive

Proactive behaviours give customers more reasons to recommend brands as well as more evidence to support their recommendation to friends, family and colleagues. These brands have shown their customers through their actions that they are ready to go above and beyond what is required of them.

Superannuation

Banking

Health Insurance

Motor Insurance

Property Insurance

Customer Rating – Strongest Reputation

Developing and maintaining a strong Reputation is difficult, and at times grueling, for brands. Every touch point with customers is an opportunity for your reputation to be reinforced or broken. A brand’s reputational upkeep requires hard work, rigorous maintenance of internal culture, constant analysis and re-evaluation of best practice, and more.

Superannuation

Banking

Health Insurance

Motor Insurance

Property Insurance

How winners can use the Customer Excellence Brand awards

Winners will gain access to the industry specific Engaged Strategy Customer Excellence Brand Award icons, which may be used on websites, newsletters, advertising and promotional materials *.

The award icons pictured above are the property of Engaged Strategy and are available for use only by the specified winner in each industry once they are formally notified by Engaged Strategy. Any online award icon is valid only when it links to the awards page on the Engaged Strategy website. All Engaged Strategy award icons are copyrighted and protected under copyright laws and international conventions. Any unauthorised use of the award icons may violate copyright laws, trademark laws, the laws of privacy and publicity, and civil and criminal statutes. If the award icon is to be used it must be sourced as follows – Source: The Engaged Strategy 2018 Consumer Recommendation & Loyalty Study of the most popular brands in Australia.

Want more information on Engaged Strategy’s 2018 Consumer Recommendation & Loyalty Studies?

For years Engaged Strategy has uncovered insights into the levels of customer engagement across Australian industries through our Consumer Recommendation & Loyalty Studies. We are excited to announce that the degree of insights we will provide in 2018 has evolved with the introduction of our Intelligent Industry Analytics.

The Intelligent Industry Analytics for each sector not only contains the Consumer Recommendation & Loyalty Study but, for the first time, a Strategic Interactive Dashboard preloaded with sector data. This point-and-click dashboard enables you to uncover additional category, competitor and brand insights.

The Intelligent Industry Analytics packages analyse the most popular brands in the sector*. The brands included in each are shown below:

Superannuation
N=1794

  • AMP
  • Australian Super
  • Colonial First State
  • First State Super
  • Hesta
  • HostPlus
  • QSuper
  • REST
  • Sunsuper
  • Self-Managed
    Super Funds
    (amalgamated)
Banking
N=1434
  • ANZ
  • Bankwest
  • Bendigo Bank
  • Commonwealth Bank
  • Credit Unions
    (amalgamated)
  • ING
  • National Australia Bank
  • St George
  • Suncorp
  • Westpac Bank
Health Insurance
N=1093
  • Australian Health
  • Management (AHM)
  • Australian Unity
  • Bupa
  • HBF
  • HCF
  • Medibank / Medibank
    Private
  • NIB
Property Insurance
N=1625
  • AAMI
  • Allianz
  • APIA
  • Budget Direct
  • Coles Insurance
  • CommInsure (CBA)
  • NRMA
  • RAC WA
  • RACQ
  • RACV
  • Suncorp
Motor Insurance
N=1611
  • AAMI
  • Allianz
  • APIA
  • Budget Direct
  • Coles Insurance
  • GIO
  • NRMA
  • RAC WA
  • RACQ
  • RACV
  • Suncorp
  • YOUI

Strategic insights for you, your competitors and your industry

Access independent nationwide benchmarking to empower
your organisation’s decisions with point-and-click insights

Find out more

Methodology:

*The studies are based on an independent and nationwide online opt-in survey conducted by Engaged Strategy Pty Ltd in January 2018. Respondents were actual customers of the various brands. Only scores for brands with sample sizes equal to or greater than 80 were displayed, though the majority of brand sample sizes exceeded 100. Hence, the study only displays results of the most popular brands in each sector. However, the smaller organisations’ scores were included to calculate the overall industry