About Canstar Customer Satisfaction Award Methodology
Canstar compares customer satisfaction across a wide range of products and services, with the core purpose of helping consumers make better financial decisions.
The awards are based on professional market research to determine the perceptions of consumers who have recently purchased and / or used the specific products and services.
Canstar measures and tracks customer satisfaction amongst Australian adults across a range of financial categories via ISO 26362 accredited research panels managed by Qualtrics.
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.
In most categories, we receive survey responses from 6,000 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.
- 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.
- Brands must receive a minimum of 30 responses to be included in the awards. The market research is designed to pick up as many brands per category as relevant. However, some brands may miss out due to low sample size – for example small local or niche brands where their market share is currently low. The criteria that are considered 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, the criteria for an insurer might include criteria such as claim experience and coverage, while criteria for a credit card provider may include criteria such as interest rate and rewards programme.
- 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 award 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.
Brands must receive a minimum of 30 responses to be included in the awards. The market research is designed to pick up as many brands per category as relevant. However, some brands may miss out due to low sample size – for example small local or niche brands where their market share is currently low. A rated brand may also receive a ‘N/A’ (Not Applicable) rating for one or more criteria if it does not receive the minimum number of responses for that criteria.
The brands that feature in our customer satisfaction awards are those that have been nominated by respondents in the market research, and which have received a minimum of 30 responses. We do not choose which brands to include.
Canstar only publishes state ratings for categories which we are able to get a robust sample size at a state level. This is often difficult, due to different providers in different markets and varying population levels.