Finder's Customer Satisfaction Awards highlight the broadband providers Aussies love and trust most, based on factors like customer service, service reliability, and value for money.
Aussie Broadband knocked it out of the park for the third year in a row as the most loved broadband provider by Australians. It got the highest overall score of 4.1 out of 5.
Aussie Broadband knocked it out of the park for the third year in a row as the most loved broadband provider by Australians. It got the highest overall score of 4.1 out of 5.
Loved Brand
Belong was a close runner up in the most loved category, with an overall score of 3.96 out of 5.
Belong was a close runner up in the most loved category, with an overall score of 3.96 out of 5.
Superloop closed out the top three spots with a score of 3.96 out 5.
Superloop closed out the top three spots with a score of 3.96 out 5.
Aussie Broadband was voted the top-value broadband provider in this year's customer satisfaction awards, with a score of 4.1 out of 5.
Aussie Broadband was voted the top-value broadband provider in this year's customer satisfaction awards, with a score of 4.1 out of 5.
Value
Superloop snagged a highly commended spot with a solid score of 3.99 out of 5.
Superloop snagged a highly commended spot with a solid score of 3.99 out of 5.
Tangerine was highly commended as a top value NBN provider, rounding up the top three spots with a score of 3.99 out 5.
Tangerine was highly commended as a top value NBN provider, rounding up the top three spots with a score of 3.99 out 5.
Aussie Broadband claimed top spot as the most reliable NBN provider, scoring 4.23 out of 5.
Aussie Broadband claimed top spot as the most reliable NBN provider, scoring 4.23 out of 5.
Reliable
Superloop was a highly commended brand in this category, scoring a high 4.09 out of 5.
Superloop was a highly commended brand in this category, scoring a high 4.09 out of 5.
Belong was highly commended for reliability, tied with Superloop with a score of 4.09 out of 5.
Belong was highly commended for reliability, tied with Superloop with a score of 4.09 out of 5.
Aussie Broadband's notched another win by taking the top spot as Australia's most trusted brand. It scored 4.13 out of 5.
Aussie Broadband's notched another win by taking the top spot as Australia's most trusted brand. It scored 4.13 out of 5.
Trusted Brand
Belong received another nod for being top-of-mind brand for Aussies when it comes to trust. It scored 3.98 out of 5.
Belong received another nod for being top-of-mind brand for Aussies when it comes to trust. It scored 3.98 out of 5.
Superloop tied with Belong with a score of 3.98 out of 5 to round up the top three in the most trusted category.
Superloop tied with Belong with a score of 3.98 out of 5 to round up the top three in the most trusted category.
No surprises here that Aussie Broadband also won the Legendary Service Award with a high score of 4.32 out of 5. It's become well-known among Aussies for customer service.
No surprises here that Aussie Broadband also won the Legendary Service Award with a high score of 4.32 out of 5. It's become well-known among Aussies for customer service.
Quality Service
Origin was a highly commended brand for quality service, scoring 3.95 out of 5.
Origin was a highly commended brand for quality service, scoring 3.95 out of 5.
Superloop was highly commended in this categroy and scored 3.95 out of 5.
Superloop was highly commended in this categroy and scored 3.95 out of 5.
A whopping 91% of Australians says they'd recommend Aussie Broadband. This gives it a clean sweep across all the categories in this year's NBN Customer Satisfaction Awards.
A whopping 91% of Australians says they'd recommend Aussie Broadband. This gives it a clean sweep across all the categories in this year's NBN Customer Satisfaction Awards.
Recommended Brand
Tangerine was a highly commended brand in this category after a solid 83% of Aussies said they'd recommend it.
Tangerine was a highly commended brand in this category after a solid 83% of Aussies said they'd recommend it.
Belong was also highly commended, with 83% of Aussies also saying they'd recommend it.
Belong was also highly commended, with 83% of Aussies also saying they'd recommend it.
Each year, thousands of Australians rate brands they've used as part of Finder's Customer Satisfaction Awards. Consumers assess brands within a product category across various metrics, including trust, customer service, value and overall satisfaction. Finder partnered with leading data and insights firm Dynata to survey customers and analyse their feedback.
Customers reviewed products they had purchased or used recently, with the recency period varying by category—from within the past year to up to five years.
Surveys continued until each category reached a minimum sample size of 500 to 5,000 responses, depending on the category. Respondents selected a brand from a pre-populated list or entered their own. Responses were recorded as they fell naturally.
We used the following metrics to assess brands and asked customers between 4-8 questions, including:
The final scores were determined exclusively based on the relevant metric. For example, the Most Trusted award was calculated based on responses to the question on how much people trust a brand, while the Most Loved award was based on responses to the question on how much people love a brand.
If a brand or product no longer exists in the market, they were disqualified and excluded from our assessment, meaning that they were ineligible for consideration for any Award (even though responses may have been collected in relation to the relevant brand's product(s) at such time that they were previously available). However, if only the brand's name changed and the products remained the same, the brand was still eligible for consideration for an Award and was assessed by us on the basis of the new brand name. Additionally, brands that did not meet the minimum per-brand sample size were excluded. The threshold ranged from 40 to 100 responses per brand, depending on the category, with most being 100.
The Finder Customer Satisfaction Awards is an independent awards program and commercial partnerships do not influence the results in any way.
Disclaimer: We tried to collect feedback and data from survey participants on as many products and providers in the market as possible. Although we were able to assess an extensive range of products and providers from the survey responses, we can't say that every provider and/or product currently available in the market was considered as part of our review and winner selection process. Some products and/or providers may have been omitted from survey responses and therefore not considered by us for any Customer Satisfaction Award. Survey customers received an incentive arranged by Dynata. Read our Advertiser Disclosure.
Piyush is an insights analyst at Finder and is responsible for developing the methodology for Finder's Product Awards. He holds an MBA from Macquarie University and a MSc in Banking and Finance from the University of London.
Mariam is Finder's utilities expert. She's responsible for reviewing the criteria we use to determine award winners across each category.
Chris is the lead editor at Finder Shopping. He has been writing about consumer issues for 15 years.
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