Research, Rating and Award Methodology
We partner with respected professional market research agencies who undertake research on our behalf. We currently utilise Colmar Brunton, Australia’s largest independently owned Australian market research agency; I-view, an independent market research agency, and Qualtrics a global enterprise research platform. All agents we employ are members of AMSRS, the peak body for Australia’s market and social research industry and work with panels that are ISO 26362 accredited.
In most categories, the sample is broadly representative of the Australian population in terms of gender, age and location, and is based on ABS Census data. Due to low incidence in other categories, the sample may be representative of those consumers who have had experience with the category researched. Only people who have used the specific product or service within a nominated time frame are able to answer the questions and be included in the survey results.
For example, only people who had purchased and consumed multivitamins in the last twelve months were included in the multivitamins results. The time frame specified for consumption or usage depends on the product or service category that is being researched.
In most categories, we receive survey responses from 3,000 people across a broad cross section of the Australian population for each category. We only include results from the respondents from this group who have used the product or service within the nominated time frame. In some low incidence categories, we receive survey responses from between 800 and 1,000 targeted consumers, who have had experience with the category researched.
- The surveys are delivered through the research companies’ online panels, as well as any external panels they may engage.
- Colmar Brunton’s panel is ORU, which consists of more than 350,000+ consumers.
- The I-view panel is around 125,000 active members.
- Qualtrics utilise two ISO accredited panels Research Now and SSI
- Respondents rate their satisfaction with the products or services at a brand level on a zero to ten scale, where zero is extremely dissatisfied and ten is extremely satisfied.
- The criteria that are rated vary depending on the category. They typically include overall satisfaction and value for money, while other criteria are included as appropriate to the research subject. For example, customer satisfaction ratings for a retailer might include criteria such as service and range, while ratings for a refrigerator will include criteria such as reliability and quality.
- The winner in each category is the one that receives the highest overall satisfaction rating once the scores from all respondents to the overall satisfaction question are combined and averaged.
- Overall satisfaction is asked as a specific question. This means the overall satisfaction criteria represents an individual measure rather than a combined total of all criteria. As a result, some brands may find their overall satisfaction score is lower – or higher – than the scores they have received for other criteria.
- When we cannot determine a clear winner from the criteria for the overall satisfaction rating, we will then look at the supporting criteria. The brand with the highest number of five star ratings within the supporting criteria will become the five star recipient in overall satisfaction, and thus win the award.
- If a clear leader still cannot be determined from the supporting criteria, then joint winners will be declared.
- For each criteria, any brand that receives 6 out of 10 or higher receives at least three stars and any brand that scores lower than 6 out of 10 receives one or two stars.
- Rating results are comparative and the ratings table is first sorted by overall satisfaction star ratings results, and then by mean overall satisfaction score.
Note: Some past grids are sorted by star rating and then alphabetically. Please refer to the the ‘Important Notes’ disclaimer at the foot of the grid for sort type.