Specsavers tops customer experience award rankings

Specsavers has been named among Australia’s top retailers in delivering exceptional customer service according to new reports from KPMG and Reader’s Digest.

Specsavers was ranked 2^nd in KPMG’s Customer Experience Excellence 2024 Australia Report. The annual list recognises brands that Australians felt delivered personalised service, provided greater value for money and had a deeper level of understanding of what customers need.

KPMG’s 2024 Report surveyed over 2,500 Australian consumers asking which brands deliver the best customer experience. To view the full list, click here.

In addition to its #2 ranking in the KPMG report, Specsavers has won Gold in both the Optometry and Hearing Services categories in Australia and New Zealand at the Reader’s Digest 2025 Quality Service Awards.

Readers Digest have released the names of businesses in Australia and New Zealand that in the eyes of their customers offer outstanding customer service.

“For eleven consecutive years, the Awards has invited everyday people to share their thoughts on which companies deserve to be acknowledged for their customer service excellence”, said Reader’s Digest editor-in-chief Louise Waterson. Their opinions offer a valuable guide to all consumers, and also help to raise the bar on the quality of customer services interactions.

Ms. Waterson said, “It’s clear that customers expect companies to understand their unique needs, and customer service excellence remains a core indicator of a business’s success and longevity in the market.”

Dominic Savill, Specsavers Retail Director commented, “We’re thrilled to have been recognised in not one, but two prestigious rankings by our customers. At Specsavers, we aim to bring our customers the highest standards of service and expertise. Our stores are locally‑run by expert optometrists and audiology professionals whose priority is to offer the best in eye and hearing care.

“Receiving such great feedback in surveys such as this is a great reminder that we’re delivering the type of customer service we aspire to. It’s something that each of our team members should feel exceptionally proud of.”

Reader’s Digest commissioned independent market research company Catalyst Consultancy & Research to survey customer opinions of a range of service providers. A total of 2,500 Australians and 1,570 New Zealanders of a mixed demographic were asked to rate their experience of service provided by Australian and New Zealand based businesses.

A complete list of Australian winners is available on the Reader’s Digest website here and the New Zealand winners list can be viewed here.