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Mozo People's Choice Awards 2020 - Financial Services Winners

The 2020 Mozo People’s Choice Awards are based on real customer feedback. Check out the honour roll of Australia’s favourite Banking, Car & Home Insurance and Superannuation providers as voted by Australia.

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 financial services awards this year, we asked thousands of Australians for their opinions on their banks, insurance and super providers, including 140 banks, 49 car insurance providers, and 50 home insurance providers.

The ones customers ranked the most highly across different categories were crowned Mozo People’s Choice Award winners.“ Trust is a major factor when it comes to choosing your finances and insurance service providers. The companies who offer the best service, and the ones that Aussies would recommend is imperative in making the choice that is right for you,” said Mozo’s Data Director AJ Duncanson.

“Discover what real customers think about their banks, insurers and providers through the 2020 Mozo People’s Choice Award winners list.”

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
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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....

Bendigo Bank
Greater Bank
ING
Newcastle Permanent
People's Choice Credit Union

 

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...

Bank of Queensland
Bendigo Bank
Greater Bank
Newcastle Permanent

 

Highly Trusted

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
Greater Bank
Newcastle Permanent

 

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. A user-friendly banking app is of utmost importance for everyday banking and more. We asked people to rate their bank's mobile app if they had been using it. The apps that were voted the best are....

Commonwealth Bank
ING
St. George

 

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. The banks with the best ranked transaction accounts are....

Bendigo Bank
ING

 

Customer Satisfaction - Credit Cards

Credit cards are incredibly useful to help manage finances. But, they can also be a bit complicated with fees, interest rates and often 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
Bankwest
Bendigo Bank

 

Most Recommended

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

Bank Australia
Bendigo Bank
ING
People's Choice Credit Union

 

Home Insurance
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Outstanding Customer Satisfaction

This award shows which insurers go above and beyond customer expectations, earning the highest ratings from Australian policy holders. We asked people to rate "Overall satisfaction with your experience with this insurance provider" and these are the winners...

APIA
NRMA
RAC
RACQ
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
NRMA
RAC
RACQ
Youi

 

Highly Trusted

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

APIA
NRMA
RAC
RACQ
Youi

 

Sign-Up Experience

We asked customers which insurers offer the easiest, quickest and most straight-forward sign-up process for new policies. These were the standouts. 

APIA
NRMA
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
GIO
NRMA
RAC

 

Most Recommended

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

APIA
NRMA
RAC
Youi

 

Car Insurance
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Outstanding Customer Satisfaction

This award shows which insurers go above and beyond customer expectations,  earning the highest ratings from Australian policy holders. We asked people to rate "Overall satisfaction with your experience with this insurance provider" and these are the winners...

APIA
RAA
RAC
Shannons
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
Shannons
Youi

 

Highly Trusted

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

APIA
RAA
RAC
RACQ
Shannons

 

Sign-Up Experience

We asked customers which insurers offer the easiest, quickest and most straight-forward sign-up process for new policies. These were the standouts.

APIA
RAA
RAC
RACT
Shannons

 

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. 

RAC
RACQ
Suncorp

 

Most Recommended

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

CGU
RAC
RACQ
Shannons

 

Superannuation
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Outstanding Customer Satisfaction

This award shows which superannuation providers go above and beyond customer expectations, earning the highest ratings from Australian super holders. We asked people to rate "Overall satisfaction with your experience with this superannuation provider" and here are the winners…

CBUS
Host Plus
QSuper
UniSuper

 

Investment Choices

Customers rated these superannuation institutions highly for offering ample choice for investments to match life-stage, risk-tolerance and diversification.

Colonial First State
QSuper
UniSuper

 

Insurance Cover

This award highlights superannuation providers which offer customers a highly regarded suite of life, total & permanent disability, and income protection insurance.

Bendigo Bank
HostPlus
QSuper
Suncorp

 

Clear Information

Communicating and displaying investment information in a clear and concise manner is critical for customers looking to understand their super. Survey respondents rated these providers above others.

Bendigo Bank
QSuper

 

Highly Trusted

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

Bendigo Bank
HESTA
QSuper
UniSuper

 

Most Recommended

You probably wouldn't recommend a superannuation provider to your friends or family, unless you were 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.

HESTA
QSuper
UniSuper

 

Buy Now Pay Later
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Outstanding Customer Satisfaction

This award shows which Buy Now Pay Later service goes above and beyond customer expectations. We asked people to rate the "Overall satisfaction with your experience with this Buy Now Pay Later service" and the winner is.

Zip

 

Range of Retailers

This award showcases which Buy Now Pay Later provider customers believe offers the widest range of retailers to take advantage of their service.

Zip

 

Most Recommended

You probably wouldn't recommend a Buy Now Pay Later service 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.

Afterpay

 

 

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 March 2020. 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 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 awarded, how do we promote our award win?

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