Mozo People's Choice Awards 2019 - Household Services
The 2019 Mozo People’s Choice Awards are based on real customer feedback. Check out the honour roll of Australia’s favourite Household Services as voted by Australia.
About the People’s Choice
It’s the 10th anniversary of the Mozo People’s Choice Awards in 2019, and to celebrate we’ve announced a range of new categories, covering services like online movie & TV streaming, NBN plans, supermarkets and online grocery options.
These services are household essentials that Aussies are increasingly spending money on and areas where we think hearing from genuine customers is more important than ever.
“When it comes to services like online food delivery, movie streaming platforms, NBN plans or even your energy plan, Aussies really value things like customer service, support and whether or not other customers would recommend the service. The Mozo People’s Choice Awards are a great way to find out which services and providers are excelling in these areas and more,” said Mozo Data Services Director AJ Duncanson.
So when we surveyed thousands of Aussies this year, we asked them about a wide variety of household brands and products, including 71 NBN providers, 32 electricity companies and 25 online wine and alcohol services to see which ones provide the best customer service, product range, customer satisfaction and more.
For more information about this year’s data and how the winners were chosen, check out our methodology report.
Electricity Winners-
You might think that all electricity retailers are much the same, but our survey shows that some retailers look after their customers better than others. The 3,034 ratings we received for electricity retailers were spread across 32 retailers to find which impress their customers most.
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 energy provider" and here are the winners....
Excellent Customer Service
Whether it’s over the phone, by email, online or face to face, this award recognises that customers appreciate amazing customer service.
Clearest Power Bills
Power bills have quite a lot of detail and can use unfamiliar terms, so unless you're an expert, they can end up being very confusing. We asked people to tell us how they'd rate the clarity and accuracy of the bills from their energy retailer and the best are....
Highly Trusted
This award highlights reputation, reflecting which energy providers treat their customers fairly and follow through on their promises.
Most Recommended
You probably wouldn't recommend an energy provider 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.
NBN Winners-
We get it - technology such as the NBN can be hard to understand and you just want it to work. And if it doesn't work it's incredibly important that you're with a company that's got your back and going to give you the support you need. Our survey collected the views of 1,837 people to find which NBN retailers are giving the best online experience.
Outstanding Customer Satisfaction
This award shows which NBN providers go above and beyond customer expectations, delivering some of the most highly rated service in the country. We asked people to rate the "Overall satisfaction with your experience with this NBN provider" and these are the winners....
Connection Speed
A speedy, reliable connection is what people expect when they sign up for NBN, and not all services are the same. We asked people to rate their connection based on speed and reliability, and the winners are....
Service and Support
Tricky tech questions, billing issues and connection problems happen - but we wanted to find out how well retailers respond when their customers need a hand. The survey respondents were asked "Service & support is available and helpful for tech questions, billing issues or connection problems" to find the answers below....
Most Recommended
Promises are easy to make, but which NBN providers follow through and deliver service that's good enough to earn a recommendation? There was one standout winner in this category....
Movie & TV Streaming Winners-
With a range of Movie and TV streaming services competing for our entertainment time, it can be hard to assess all the options available. A total of 2,027 people gave ratings on how they view their service overall as well as a range of particular aspects. This year one service scooped the pool and won every category.
Outstanding Customer Satisfaction
This award shows which streaming services 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 streaming service".
Most Recommended
A recommendation can help cut through the noise and be a powerful incentive to choose one streaming service over another. We asked how likely people were to recommend the streaming service they use.
Range of Programming
From romance to comedy, horror to the latest documentary, you want to be spoilt for choice when it comes to what you watch. We asked people to rate their service on its "Range of programming offers a wide range of genres and choice of shows you want to see".
Functionality
Having great content is one thing, but the way you search, find and watch content on a platform is also important. We asked people to rate how the "Functionality of the website or app makes it easy to find and watch content".
New Releases
When planning a night in to catch up on the latest movies or TV shows you want to be on a service that always offers something new, with choices that are always fresh and up-to-date. We asked people to rate their service on how "New releases are added regularly so the content is fresh and up to date".
Supermarkets Winners-
Supermarkets are a regular part of our lives, but when was the last time you thought about just how well the supermarket you use regularly meets your needs? We asked 3,284 people to do just that, considering the overall experience, but also some particular aspects to find which ones people love the most.
Outstanding Customer Satisfaction
This award shows which supermarkets 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 supermarket" and the winner is....
Range of Products
One of the biggest benefits of using supermarkets is the ability to get most things we need all in one place. We asked people to rate their supermarket on whether it has all the items they need, and the brands they like in stock, to find these winners....
Freshness
Having a wide range and great service sure helps, but when you're buying your weekly shop, you want your groceries to be appealing and full of life. We ask shoppers to rate the freshness of the food at their supermarket for this award and they said the best were....
Value for Money
Supermarkets can account for much of our weekly spending, so we asked people to rate theirs on the question of value for money. The supermarket below is the one whose customers feel gives the best bang for their buck.
Store Environment
For this award we asked which supermarkets provide an environment that people like visiting, is generally pleasant and well-organised. The supermarket with the nicest store is....
Staff Friendliness
If you want help finding something or just a little human contact at the checkout, it's great to be met with a positive attitude. This award shows that when customers walk into a store, call or get in touch online, their staff are friendly and make the experience effortless.
Most Recommended
Do you like your supermarket enough to recommend them to friends or family? We asked people how likely they would be to recommend their supermarket to a friend or colleague, and found there was one most likely to get that valued recommendation....
Online Grocery Service Winners-
The weekly supermarket shop used to be a ritual for many families, but now more and more people are taking advantage of online grocery shopping, freeing up more time on their weekends. Responses from 1,047 people were used to reveal Australia's favourite place to go for their online grocery needs and this year one big brand dominated the results, winning every single category.
Outstanding Customer Satisfaction
This award shows which online grocery service impresses their customers by going 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 online supermarket".
Range of Products
Much like a physical supermarket, we really want to be able to get most things we need all in one place. We asked people to rate their online grocery service on whether it has all the items they need, and the brands they like in stock, to find the winner.
Freshness
Convenience is great, but you don't want to risk being disappointed by the quality of the food that arrives. We asked shoppers to rate the freshness of the food that's delivered by their online grocery service for this award.
Online Shopping Experience
Using an online service is convenient, but the interface needs to give you the tools and features to keep track of where you're up to, to make shopping easier. We asked Aussies to tell us which online store makes it a breeze to search, compare and save on their favourite food or drink, then checkout via the app or website.
Delivery Service
When expecting a delivery, we want to be confident that it will be convenient, on time and get everything that has been ordered.
Click and Collect
If you've gone through the process of picking out exactly what you want ahead of time, you want it to be easy to collect and include everything ordered. One online grocery service was voted as the best.
Most Recommended
A online grocery service has to be getting a lot of things right in order to qualify for a recommendation. We asked people how likely they would be to recommend their online grocery service to a friend or colleague, and found the the winner the most likely to get that valued recommendation.
Food Delivery Winners-
Whether it's a family dinner or a cheat night eating in front of the TV, food delivery services are now a regular part of many people's lives. 959 of those people gave us their views on the service that they use and the winners are below.
Outstanding Customer Satisfaction
This award shows which food delivery service impressed the most, by going above and beyond customer expectations. We asked people to rate "Overall satisfaction with your experience with this food delivery service" and there was just one winner.
Range of Products
Having a wide range of options means it's easier to find something for everyone, whether you're after a burger, vegan Thai, or a hunk of steak. We asked people to rate the range of cuisines and restaurants offered by delivery services in their area to find the service that offers the best choice.
Online Ordering Experience
Apps should be easy to use, but not all are created equal! We asked people to rate how well their service of choice performed on searching, comparing, favourites and check-out to find the best one.
Delivery Service
Our survey respondents said that when they order from this service, they're confident that it will be convenient, on time and that they'll get everything they ordered.
Most Recommended
Recommendations are a sign of confidence that others will like the service too, and are hard to earn. We asked people to say how likely they are to recommend a service based on their experiences.
Online Wine and Alcohol Winners-
Planning a party or a night in? Alcohol delivery services can make planning easier and help save time. We asked people to tell us which services they thought were best and got 759 responses covering 25 different services.
Outstanding Customer Satisfaction
This award shows which online wine and alcohol service impressed the most, by going above and beyond customer expectations. We asked people to rate "Overall satisfaction with your experience with this online wine and alcohol delivery service" and the winners were....
Range of Products
We all have different tastes and preferences when it comes to a drink. From a nice bottle of red to a case of humble tinnies, a great delivery service should have a choice of different tipples and brands to choose from. Those whose range people liked most were....
Online Shopping Experience
Which platforms make it a breeze for Aussies to shop for their favourite drinks? We asked people to tell us which made it easiest to search, compare, save favourites and check out via their app or website.
Delivery Service
Our survey respondents said that when they order from this service, they're confident that it will be convenient, on time and that they'll get everything they ordered.
Most Recommeneded
Recommendations are a sign of confidence that others will like the service too, and are hard to earn. We asked people to say how likely they are to recommend a service based on their experiences.
Online Pet Retailers Winners-
There are now many places to turn to when replenishing the supplies that keep our pets happy. Our survey received 553 responses from people who've used 21 of these services.
Outstanding Customer Satisfaction
This award shows which online pet retailers impressed the most, by going above and beyond customer expectations. We asked people to rate "Overall satisfaction with your experience with this online pet retailer" and the winners were....
Range of Products
Pets can be picky eaters too, so for an online pet retailer to be useful, they need to have a wide range of options so we can find something to keep the fur babies happy. Our survey asked people to tell us how good the range of options was and the winners were....
Online Shopping Experience
Which platforms make it a breeze for Aussies to use when shopping for their pet's particular needs? We asked people to tell us which made it easiest to search, compare, save favourites and check out via their app or website.
Delivery Service
Our survey respondents said that when they order from this service, they're confident that it will be convenient, on time and that they'll get everything they ordered.
Most Recommended
Recommendations are a sign of confidence that others will like the service too, and are hard to earn. We asked people to say how likely they are to recommend a service based on their experiences.
Frequently Asked Questions-
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.
