Companies with the best customer service in Australia

24 October 2019 Consultancy.com.au

Which Australian companies provide their customers with the best customer service? A new study by KPMG surveyed more than 2,500 Australian consumers about their interactions with over 100 local and international brands, shedding light on companies that lead the way in customer experience.

True for centuries now, companies that put their customers at the heart of their operations and service perform better. Not surprisingly, KPMG’s report reconfirms this: at an aggregated level, the 50 companies that offer the best customer service enjoy 54% greater revenue growth and 202% greater profitability growth than the worst performing companies studied.

In other words, top client service makes customer happy, this builds their engagement and commitment, lifting their appetite for a repeat purchase, down the line helping companies grow and outperform their peers. So what makes for an excellent customer experience? Beyond shining in customer service operations, customer experience leaders typically embed purpose-driven values within their wider strategy and brand promise, authentically connect and build trust with their customers and internally, operate in an integrated fashion with the customer placed at the heart of service design.

According to the survey of Australians, Singapore Airlines is for the second year in a row the country’s top customer service provider. The flag carrier airline of Singapore operates from/to eight Australian airports (Adelaide, Brisbane, Canberra, Cairns, Darwin, Melbourne, Perth and Sydney) and is in particular popular for its long-haul flights to the Americas, Europe and Asia.

Second placed RACQ Insurance is leading provider of car and home and contents insurance in Queensland. The company’s car insurance covers loss or damage to a vehicle in a flood, storm, theft, accident, vandalism or fire event. RACQ Insurance also has a Third Party Liability Insurance which can cover up to $20 million in damages, and insurance packages for health, home and travel.

Two other insurance companies made the top 10 of Australia’s best companies for customer service: NRMA Insurance (7th place) and RACV Insurance (9th place). Meanwhile, the financial services industry is home to seven of the top ten performers, with banking institutions Bendigo Bank and ING, and payment providers PayPal and Afterpay also slotting positions in the top ten.

Rounding off the list of Australia’s best companies for their customers according to KPMG are grocery retailer Dan Murphy's and international fast-food giant Subway.

Second opinion?

In another ranking of ‘best’ customer service providers named, recently released by market research firm Roy Morgan, 32 companies in Australia were lauded for their leading customer satisfaction performance. Based on a survey of 50,000 consumers, among others Heritage Bank and Commonwealth Bank were named the top banks, Ikea, Dan Murphy’s, Donut King and Rockmans the top retailers, and Qantas and Singapore Airlines the top airlines.

The full Roy Morgan list of Australia’s companies that provide the best customer service:

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