Mozo People's Choice Awards 2021 - Household Services

The 2021 Mozo People’s Choice Awards are based on feedback straight from the horse’s mouth – aka real Aussie customers. Check out the honour roll of the nation’s favourite Household Services as voted by the people.

Mozo People's Choice Award 2021 badge logo

About the People’s Choice

In this year’s Mozo People’s Choice Awards for 2021 we asked Australians to rate their favourite household service providers to give us some serious insight into which companies really are the best of the bunch. 

“Finding quality options for things like online grocery delivery, NBN plans and Buy Now Pay Later services has become more important than ever in light of the pandemic, which showed connectivity and adaptability are essential,” Mozo Data Director AJ Duncanson said.

“The Mozo People’s Choice Awards help you find the top-rated contenders for household services as voted by the public so you can make informed decisions.” 

This year Mozo surveyed thousands of Aussies asking them about a wide variety of household brands and products, including 89 NBN providers and 45 electricity companies 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 2021 People’s Choice Awards methodology report.

 

Electricity

Outstanding Customer Satisfaction

This award shows which electricity providers go above and beyond customer expectations. We asked people to rate "Overall satisfaction with your experience with this energy provider" and here are the winners…

EnergyAustralia logoLumo Energy logoRed Energy logo

 

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.

Lumo Energy logoRed Energy logo

 

Clearest Billing

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…

Lumo Energy logoRed Energy logoSimple Energy logo

 

Highly Trusted

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

Lumo Energy logoRed Energy logo

 

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.

Red Energy logo

Mobile Plans

Outstanding Customer Satisfaction

This award shows which mobile phone plan providers go above and beyond customer expectations, delivering some of the most highly rated plans in the country. We asked people to rate "Overall satisfaction with your experience with this mobile plan provider" and here are the winners…

AGL logoALDI mobile logoamaysim logoBelong logoWoolworths logo

 

Value for Money

Customers rated these companies the highest for getting the best value for money on their phone plan.

amaysim logoBelong logoWoolworths logo

 

Clearest Billing

This award shows which mobile phone plan providers offer the clearest and easy to understand bills, according to customers.

ALDI mobile logoWoolworths logo

 

Network Reliability

Dropped phone calls and endlessly buffering videos are frustrating experiences. This award shows which mobile phone plan providers offer the leading network reliability, according to customers.

ALDI mobile logoBoost logo

  

Most Recommended

You probably wouldn't recommend a phone plan 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.

AGL logoALDI mobile logoamaysim logoBoost logoWoolworths logo

 

NBN

Outstanding Customer Satisfaction

This award shows which NBN providers go above and beyond customer expectations. We asked people to rate their "Overall satisfaction with your experience with this NBN provider" and these are the winners…

Aussie Broadband logoInternode logo

 

Connection Quality

A speedy, reliable connection is what people expect when they sign up for NBN, but not all services are the same. We asked people to rate their connection based on speed and reliability, and the winners are…

Aussie Broadband logoDodo logoiiNet logoInternode logoiPrimus logo

 

Excellent Service & 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 who best provided "Helpful service & support for tech questions, billing issues or connection problems" to find the answers below…

Aussie Broadband logoInternode logo

 

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…

Aussie Broadband logo

 

 

Online Electronics Retailer

Outstanding Customer Satisfaction

This award shows which online electronic retailers go above and beyond customer expectations, earning the highest ratings from Australian shoppers. We asked people to rate "Overall satisfaction with your experience with this online electronic retailer" and the winners are....

Big W logocatch.com.au logoMyer logo

 

Value for Money

Customers rated these online retailers the highest for getting the best value for money on electronics purchases.

catch.com.au logoKmart logo

 

Excellent Customer Service

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

Bing Lee logoTarget logo

 

Range of Products

One of the biggest benefits of shopping for electronics online is the ability to get most things we need all in one place. We asked people to rate online retailers about the diversity of their product and brand range to find these winners…

catch.com.au logomydeal.com.au logo

 

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.

Amazon logocatch.com.au logoKogan logo

 

Most Recommended

Promises are easy to make, but which online electronics retailer follows through and delivers sales and service that's good enough to earn a recommendation? There was one standout winner in this category…

catch.com.au logoKmart logoTarget logo

 

 

Online Home Appliance Retailer

Outstanding Customer Satisfaction, Excellent Customer Service, and Delivery Service

This award shows which online home appliance retailer goes above and beyond customer expectations, earning the highest ratings from Australian shoppers. We asked people to rate overall satisfaction, customer service and delivery service. This provider took out all three.

Appliances Online logo

 

Value for Money

Customers rated these online retailers the highest for getting the best value for money on appliances and whitegood purchases.

Appliances Online logocatch.com.au logo

 

Range of Products

One of the biggest benefits of shopping for appliances and whitegoods is the ability to get most things we need all in one place. We asked people to rate online retailers on whether it has all the home appliances they need, and the brands they like in stock to find these winners…

Appliances Online logoKogan logo

 

Most Recommended

Promises are easy to make, but which online home appliance retailer follows through and delivers sales and service that's good enough to earn a recommendation? There were two standout winners in this category…

Appliances Online logocatch.com.au logo

 

 

Supermarket

Outstanding Customer Satisfaction, Freshness, Value for Money, Store Environment, and Most Recommended

Aldi was the clear winner, as voted by customers, in a series of award categories ranging from customer satisfaction, the perceived freshness of their produce to value for money, store environment and whether customers would recommend the grocer to friends and family.

ALDI logo

 

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…

Woolworths logo

 

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.

IGA logo

 

 

Online Supermarket

Outstanding Customer Satisfaction, Range of Products, Freshness, Online Shopping Experience, Delivery Service, Click and Collect, and Most Recommended

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 over a thousand 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 award category.

Woolworths logo

 

 

Meal Kit Service

Outstanding Customer Satisfaction

This award shows which meal kit service impressed the most, by going above and beyond customer expectations. We asked people to rate "Overall satisfaction with your experience with this meal kit service" and the winner was:

Everyplate logo

 

Value for Money

Customers rated this meal kit service the highest for the best value for money on their pre-portioned ingredients and recipe options.

Dinnerly

  

Great Recipes

Having a great selection of delicious recipes is one of the key selling points of meal kit services. Customers rated this service as having the leading offering.

HelloFresh logo

 

Freshness

Quality ingredients and fresh produce are the cornerstone of any great kitchen creation. Customers rated this service as having the freshest ingredients.

Marley Spoon logo

 

Easy Ordering

We asked customers which service offers the easiest, quickest and most straight-forward ordering process for meal kits. The standout was…

Dinnerly

 

Subscription Flexibility

Your need for make-at-home meal kits may change quickly as the weeks go by. Customers judged this service as having the greatest choice and flexibility in meal kit subscriptions.

Everyplate logo

 

Most Recommended

You probably wouldn't recommend a meal kit service to your friend or family unless you were very sure that they would like it, which is why this question is so important. We asked how likely people were to make that recommendation about the meal kit services they use.

Homechef logo

 

 

Online Pet Supplies

Outstanding Customer Satisfaction, Online Shopping Experience, Delivery Service, and Most Recommended

This award shows which online pet supply retailers impressed the most, by going above and beyond customer expectations, providing the leading online shopping experiences, delivering orders quickly and efficiently, and were most recommended by customers.

Budget Pet Products logoPet Circle logo

 

Range of Products 

One of the biggest benefits of shopping for pet supplies online is the ability to get most things we need all in one place. We asked people to rate online retailers on whether it has all the supplies they need, and the brands they like in stock, to find this winner…

Pet Circle logo

 

Fitness Provider

Outstanding Customer Satisfaction, Value for Money, Excellent Equipment, Quality Facilities, Membership Flexibility, and Hygiene & Safety

This award shows which gym and fitness provider impressed the most customers, by going above and beyond customer expectations, offering leading value for money, providing excellent exercise equipment, maintaining quality building facilities, allowing flexible membership options, and being appreciated by its customers for its hygiene and safety practices.

Jetts logo

 

Class Variety and Availability

Customers judged this fitness provider as having the leading options for group class variety and spot availability.

Goodlife Health Clubs logo

 

Helpful Staff and Most Recommended

This fitness provider was rated by its customers as having the most helpful staff on-hand to provide advice and lend a helping hand. Because of this, it's no surprise that this provider also took out the most recommended award.

Snap Fitness logo

 

 

Frequently Asked Questions

How did we collect customer scores?

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 3,973 individuals were surveyed in March 2021. 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.

Which 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 emailing our account management team