The chain crowned Liquor Store of the Year for customer satisfaction

February 21, 2019
By Alana House

Roy Morgan has announced Dan Murphy’s as the winner of Liquor Store of the Year in its annual Customer Satisfaction Awards.

At a ceremony held in Melbourne, Roy Morgan’s CEO Michele Levine presented 32 awards to businesses across a range of industries that consistently outperformed their peers throughout 2018 with their dedication to providing excellent service and satisfying their customers.

There were seven first-time award winners this year; Heritage Bank (Bank of the Year), Kmart (Discount Department Store of the Year), Ikea (Furniture/Electrical Store of the Year), Optus (Home Phone Provider of the Year), Kleenheat (Gas Provider of the Year), Discount Drug Store (Chemist/Pharmacy of the Year) and Isuzu UTE (Car Manufacturer of the Year).

Repeat winners included the Commonwealth Bank winning the Major Bank of the Year award for the 6th consecutive year, Myer winning the Department Store of the Year award for the 4th consecutive year, Qantas winning the Domestic Airline of the Year award for the 6th consecutive year, Red Energy winning the Electricity Provider of the Year award for the 4th consecutive year and Rebel winning the Sports Store of the Year award for the 4th consecutive year.

Levine said: “Now in their eighth year, the Roy Morgan Customer Satisfaction Awards are the benchmark by which customer satisfaction is measured in Australia, New Zealand and Indonesia. Reliable, accurate and totally objective, the Australian awards reflect the experiences of some 50,000 consumers, as aggregated in our Single Source survey over 12 months.

“The 31 businesses honoured in last night’s awards come from diverse industries and include large multi-nationals as well as smaller more locally focused businesses but all of last night’s award winners share one crucial characteristic: their unrivalled dedication to ensuring their customers are satisfied, and their success as rated by their customers.”

The Customer Satisfaction Awards are based on 12 months of data from Roy Morgan’s Consumer Single Source Survey.

Brad Banducci, Woolworths Group CEO, noted during the Group’s HY2019 results earlier this week that Dan Murphy’s has clear plans in place moving forward to deliver more localised ranges, better service and greater convenience for customers. It has also deployed wine advisors to provide knowledgeable service in key stores.

“We have a clear plan in place focused on localised ranging, building ‘discovery’ into all aspects of the customer experience and being digitally-led,” he said. 

Customer Satisfaction Awards 2018 – Winners

Retail

Liquor Store of the Year – Dan Murphy’s 

Auto Store of the Year – Autobarn

Coffee Shop of the Year – Donut King

Clothing Store of the Year – Rockmans

Department Store of the Year – Myer

Discount Department Store of the Year – Kmart

Discount Variety Store of the Year – The Reject Shop

Furniture/Electrical Store of the Year – Ikea

Hardware Store of the Year – Bunnings

Chemist/Pharmacy of the Year – Discount Drug Store

Quick Service Restaurant of the Year – Fasta Pasta

Shoe Store of the Year – Williams The Shoemen

Sports Store of the Year – Rebel

Supermarket of the Year – Foodland

Finance

Bank of the Year – Heritage Bank

Major Bank of the Year – Commonwealth Bank

Building Society / Credit Union of the Year – People’s Choice Credit Union

General Insurer of the Year – RACT

Private Health Insurer of the Year – St.LukesHealth

Risk & Life Insurer of the Yea – Insuranceline

Retail Super Fund of the Year – Macquarie

Industry Super Fund of the Year – Catholic Super

Telecommunications

Home Phone Provider of the Year – Optus

Home Broadband Service Provider of the Year – iiNet

Mobile Handset Provider of the Year – Apple iPhone

Mobile Phone Service Provider of the Year – Virgin

Travel and Tourism

Domestic Airline of the Year – Qantas

International Airline of the Year – Singapore Airlines

Domestic Business Airline of the Year – Qantas

Utilities

Electricity Provider of the Year – Red Energy

Gas Provider of the Year – Kleenheat

Automotive

Car Manufacturer of the Year – Isuzu UTE

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