Specsavers has been recognised for delivering exceptional customer service in two awards received this month from KPMG and Reader’s Digest.
Specsavers was ranked second in KPMG’s Customer Experience Excellence 2024 Australia Report on 12 November 2024. It also won gold in both optometry and hearing services categories in Australia and New Zealand at the Reader’s Digest 2025 Quality Service Awards announced on 21 November 2024.
The KPMG 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.
Now in its 15th year, the report examines consumer experience locally and globally, identifying the top 10 brands and sharing findings in the Australian retail, financial services and utilities sectors.
It surveyed more than 2,500 Australian consumers asking which brands delivered the best customer experience. Mecca was top of the list followed by Specsavers, which rose from sixth position on the 2021 list and fourth in 2023.
Specsavers Audiology won the gold award for its hearing services in Australia and New Zealand at the Reader’s Digest 2025 Quality Service Awards. Audika Hearing Clinic received the silver award for hearing services in Australia.
“For eleven consecutive years, the awards have 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 Ms Louise Waterson.
“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.”
Mr Dominic Savill, Specsavers Retail Director said the organisation was thrilled to have been recognised in two prestigious rankings by its customers.
“At Specsavers, we aim to bring our customers the highest standards of service and expertise,” he said. “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 about a range of service providers.
The company asked 2,500 Australians and 1,570 New Zealanders of a mixed demographic to rate their experience of service provided by Australian and New Zealand based businesses.
A list of Australian winners is available on the Reader’s Digest website and the New Zealand winners list can be viewed here.
