Franchise brands Donut King and Fasta Pasta have come up big winners at research firm, Roy Morgan’s recently announced Customer Satisfaction Awards in Melbourne.
The annual awards are based on data collected through Roy Morgan’s monthly Consumer Single Source Survey, with Michele Levine, Roy Morgan CEO suggesting all brands acknowledged on the night had shown a deep commitment to innovation, customer service and product excellence.
“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.” Levine said.
“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.”
While major winners included the Commonwealth Bank, which secured Major Bank of the Year for the sixth consecutive time and Myer winning Department store of the year for the fourth time running, it was the nation’s franchised chains that picked up top honours in some of the most coveted categories.
Retail Food Group owned QSR, Donut King was awarded coffee shop of the year, following strong customer satisfaction results that saw the brand win the category every month of 2018.
Andrew Badcock, Donut King general manager said the brand was honoured to have collected the award.
“We are so proud to have received this award from Roy Morgan who work incredibly hard to highlight people and organisations who are committed to their customers and business excellence,” Badcock said.
“The DK team have been unwavering in their commitment to the brand. They are some of the most driven and passionate people I’ve ever come across and their loyalty fills me with pride and our customers ultimately share that same energy and hope.”
Badcock acknowledged that the brand’s success in the area of customer satisfaction weighed heavy on the shoulders of its franchisees, who he says have been tireless in their pursuit for excellence.
“Our franchise customers are integral to promoting the DK experience, continuing to showcase the fun and joy of the brand to their shoppers every day. I am proud to accept this award on behalf of those franchise customers and thank them for their tireless efforts in driving this unique brand and offering,” Badcock said.
“From all of us at DK, we will strive each day to keep serving our customers with the same dedication we would muster in our own ventures.”
Adelaide-based franchise, Fasta Pasta collected Quick Service Restaurant (QSR) of the Year for the third time in eight years, making the brand the only multi-time award winner for this category.
“Winning this award for the third time is a great result for Fasta Pasta. It is particularly pleasing to do this in 2018 at a time when there is such a highly competitive environment in the QSR category, or casual dining segment,” Frank Taddeo, CEO Fasta Pasta said.
“I would also like to recognise and thank all our franchisees and staff for the role they have played in Fasta Pasta winning this award. It is a tribute to their ongoing commitment, energy, effort and hard work. They truly share a passion for great customer service.”
For Fasta Pasta, the latest accolade also coincides with the brand’s 35th anniversary, which Taddeo said was a fitting acknowledgement.
“Fasta Pasta is Adelaide born and bred. To win this national award in the year of our 35th anniversary proves we are offering a level of service to our customers that is up there with the best in the country,” Taddeo said.
“When we first founded Fasta Pasta in Adelaide 35 years ago, great customer service was one of the key values of the business. I am proud we continue to deliver this level of service today.”
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