Mozo People's Choice Awards 2019 - Banking & Insurance

The 2019 Mozo People’s Choice Awards are based on real customer feedback. Check out the honour roll of Australia’s favourite Banking, Car and Home Insurance providers as voted by Australia.

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About the People’s Choice

Now in its 10th year, the Mozo People's Choice Awards shine a spotlight on the banks and insurance providers that everyday Aussies love.

For the banking and insurance awards this year, we asked thousands of Australians for their opinions on their banks and insurance providers, including 141 banks, 48 car insurance providers, and 53 home insurance providers.

The ones customers ranked the most highly across different categories were crowned Mozo People’s Choice Award winners.

“When it comes to things like your finances and insurance cover, knowing who you can trust to do a great job, which companies have the best service, and which ones customers would most recommend to other people is vital to making the right choice for you,” said Mozo’s Data Services Director AJ Duncanson.

“There’s no better way to find out what real customers think about their banks and insurers than looking at the Mozo People’s Choice Award winners.”

For more information about the Mozo People’s Choice Awards and how the winners were determined, be sure to check out our methodology report.

Banking Winners
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This year's Mozo People's Choice Awards show that not all banks are the same, despite the findings of the Banking Royal Commission. In fact, some banks still get a lot of love from their customers. Our survey gathered 4,966 views from bank customers to find out which banks stand out from the crowd.

 

Outstanding Customer Satisfaction

Customer satisfaction means different things to different people, but if you've got it, it's priceless. We asked our survey respondents to rate the "Overall Satisfaction with your experience with this bank" to see who's got it. The winners are....

Bank Australia
Bendigo Bank
cua
Greater Bank
Heritage Bank
ING

 

Excellent Customer Service

Finding those organisations that deliver great customer service can be a matter of trial and error, but not any more! We asked customers to rate their "Customer service via phone, by email, online or face to face" and the winners are below.

Bank Australia
Bendigo Bank
Greater Bank
Heritage Bank
People's Choice Credit Union

 

Highly Trusted

Trust is at a premium following the Banking Royal Commission, but not all banks have lost the trust of their customers. Here, we asked customers to rate the "Trustworthiness of banks to treat you fairly and follow through on promises". The banks that are most trusted are....

Bank Australia
Bendigo Bank
CUA
Heritage Bank

 

Staff Friendliness

Asking someone for help can be hard, especially when it's to do with your finances. Having friendly and approachable staff can help make that easier so, we asked people to rate the "Friendliness of the bank based on your experience" and those that were ranked highest are.....

Bendigo Bank
Heritage Bank

 

Mobile Banking Experience

We are increasingly using our mobile phones as the main source of interaction with many of the services we use, and banking is no different. Banking apps can be both complex or simple, as long as they deliver what we need in an accessible format. We asked people to rate their bank's mobile app if they had been using it. The apps that were voted the best are....

BankSA
Commonwealth Bank
ING

 

Customer Satisfaction - Bank Accounts

For many people their day to day bank account is their main point of contact with their bank, and how they feel about that can determine how they feel about their bank, overall. The banks with the best ranked transaction accounts are....

Bendigo Bank
CUA
ING

 

Customer Satisfaction - Credit Cards

Credit cards are incredibly useful tools that can help us manage our finances. But, they can also be a bit complicated; with fees, interest rates and possibly rewards values to consider. To find the providers that offer the best overall credit card experience, we asked people to rate the "Overall satisfaction with your credit card". The winners are....

American Express
Bendigo Bank

 

Most Recommended

Do you like your bank enough to recommend them to friends or family? We asked people "Based on your experience with your bank, how likely would you be to recommend them to a friend or colleague?" to find out which were most likely to get a valued recommendation and they said....

Bank Australia
Bendigo Bank
Heritage Bank
ING

 

Car Insurance Winners
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You want an insurance company that helps you when you need it, whether it's applying for a new policy, questions about an existing policy, or in the unfortunate circumstance that you need to make a claim. We asked a range of questions to find the car insurers that our 2,886 respondents felt met their needs best, and of the 48 insurers rated, those below came out on top. 

 

Outstanding Customer Satisfaction

This award shows which insurers go above and beyond customer expectations, delivering some of the most highly rated service in the country. We asked people to rate "Overall satisfaction with your experience with this insurance provider" and these are the winners....

Apia
QBE
RAA
RAC
RACT
Shannons

Excellent Customer Service

Whether it’s over the phone, by email, online or face to face, this award recognises that customers appreciate outstanding customer service.

Apia
RAA
RAC
RACT
Shannons
Youi

 

Excellent Claims Experience

At the end of the day, insurance is no use unless your claim is going to be honoured. We asked our survey respondents to tell us how well their insurer does when it comes to crunch time.

Apia
RAC
Youi

 

Highly Trusted

This award highlights reputation, reflecting which insurers treat their customers fairly and follow through on their promises.

Apia
QBE
RAA
RAC
RACT
Shannons

 

Most Recommended

You probably wouldn't recommend an insurer to your friend or family unless you were very sure that they would treat them right, which is why this question is so important. We asked how likely people were to make that recommendation.

RAA
RAC
Shannons
Youi

 

Home Insurance Winners
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You want an insurance company that helps you when you need it, whether it's applying for a new policy, questions about an existing policy, or in the unfortunate circumstance that you need to make a claim. We asked a range of questions to find the home insurers that our 2,552 respondents felt met their needs best, and of the 53 insurers rated those below came out on top. 

 

Outstanding Customer Satisfaction

This award shows which insurers go above and beyond customer expectations, delivering some of the most highly rated service in the country. We asked people to rate "Overall satisfaction with your experience with this insurance provider" and these are the winners....

Apia
NRMA
RAC
RACT
Youi

 

Excellent Customer Service

Whether it’s over the phone, by email, online or face to face, this award recognises that customers appreciate outstanding customer service.

Apia
RAC
RACT
Youi

 

Excellent Claims Experience

At the end of the day, insurance is no use unless your claim is going to be honoured. We asked our survey respondents to tell us how well their insurer does when it comes to crunch time.

Apia
NRMA
RAC
Youi

 

Highly Trusted

This award highlights reputation, reflecting which insurers treat their customers fairly and follow through on their promises.

Apia
NRMA
RAC
RACQ
RACT
RACV
Youi

 

Most Recommended

You probably wouldn't recommend an insurer to your friend or family unless you were very sure that they would treat them right, which is why this question is so important. We asked how likely people were to make that recommendation.

NRMA
RAC
RACQ
Youi

Frequently Asked Questions
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How did we collect customer votes?

Mozo commissioned IPSOS, a globally recognised leader in survey management, to conduct a survey to measure people’s attitudes and opinions towards their current providers of a range of services.

A total of 3,690 individuals were surveyed in April 2019. Respondents were asked a series of questions about their satisfaction and experiences in the categories above.

In each area, people were asked to nominate the companies they use, and then to rank them out of 10 in a range of factors including overall customer satisfaction, service and whether they’d recommend them to others, and depending on the industry they were also asked to rate on things like product range, delivery service, friendliness and trust.

  

What providers were considered?

All providers of these services are eligible. The survey contained extensive lists of provider names to choose from, but respondents were also able to enter any that were not on the initial list.

  

How were the winners chosen?

The survey asked people to rate their provider on a range of different factors.

To determine award winners, the judges ranked all providers who received at least 30 responses in order by average rating. In each award category, the winners circle was chosen to reflect the top 10% of providers, however judge’s discretion was applied in various circumstances - including to reduce the number of winners when there was a clear gap between groups within the top 10%, to increase the number of winners when those just outside the 10% were equally worthy, and to extend winners lists, where a market is dominated by state-based providers so that the best nationally recognised brands could also feature.

While IPSOS conducted the survey and compiled the ratings, all decisions about the conferring of awards were Mozo’s responsibility.

 

I work for one of the companies listed above, how do we promote our award win?

Please get in touch with us to discuss by email, or phoning our advertising sales team on 02 9037 4368.