Mozo People's Choice Awards 2020 - Household Services Winners
The 2020 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
In this year’s Mozo People’s Choice Awards for 2020 we asked Australians to rate their favourite household service providers to give us some serious insight into who really are the best of the bunch.
“The emphasis on finding quality household services like online grocery delivery, NBN plans or even energy suppliers is more important than ever, with Aussies placing great value on things like customer service, support and personal recommendations. The Mozo People’s Choice Awards are a great way to find out which services and providers are top-rated in these areas” said Mozo Data 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 92 NBN providers and 39 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 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…
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 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.
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…
Value for Money
Customers rated these companies the highest for getting the best value for money on their phone plan.
Clearest Billing
This award shows which mobile phone plan providers offer the clearest and easy to understand bills, according to customers.
Most Recommended
You probably wouldn't recommend a phone plan provider to your friends 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-
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...
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...
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...
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...
Supermarket-
Outstanding Customer Satisfaction
This award shows which supermarkets 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 supermarket" and the winner is...
Range of Products
One of the biggest benefits of using supermarkets to shop 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, Value for Money, Store Environment & Most Recommended
Aldi was the clear winner as voted by customers, in a series of award categories ranging from the perceived freshness of their produce, value for money, store environment, to whether you would recommend the grocer to family and friends.
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.
Online Supermarket-
Outstanding Customer Satisfaction, Range of Products, Freshness, Online Shopping Experience, Delivery Service, and Click & Collect
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. 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 award category.
Online Wine & Alcohol-
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 Recommended
Recommendations are a sign of confidence that others will like the service too, and are also hard to earn. We asked people to say how likely they are to recommend a service based on their experiences.
Online Pet Supplies-
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 were to find these winners...
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 often 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 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.
