The Finder Customer Satisfaction Awards are decided by the only votes that really matter – yours. We asked roadside assistance customers to tell us about their experiences. Now we can reveal what they said.
With an average score of 4.3/5, NRMA Roadside Assistance took out the top spot as Australia's most loved insurer for roadside assistance.
With an average score of 4.3/5, NRMA Roadside Assistance took out the top spot as Australia's most loved insurer for roadside assistance.
Loved Brand 
NRMA Roadside Assistance received a 4.3/5 score for policy value from nationwide respondents.
NRMA Roadside Assistance received a 4.3/5 score for policy value from nationwide respondents.
Value 
NRMA Roadside Assistance was the category's winner for trust, scoring a notable 4.5/5.
NRMA Roadside Assistance was the category's winner for trust, scoring a notable 4.5/5.
Trusted Brand 
A score of 4.4/5 was awarded to NRMA Roadside Assistance for their customer service from respondents.
A score of 4.4/5 was awarded to NRMA Roadside Assistance for their customer service from respondents.
Quality Service 
NRMA Roadside Assistance was given an average score of 4.3/5 for its claims service.
NRMA Roadside Assistance was given an average score of 4.3/5 for its claims service.
Easy to Claim 
With a trust score of 4.5/5 and a recommendation percentage of 95%, NRMA Roadside Assistance took home the title of Most Recommended insurance for roadside assistance.
With a trust score of 4.5/5 and a recommendation percentage of 95%, NRMA Roadside Assistance took home the title of Most Recommended insurance for roadside assistance.
Recommended Brand 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 surveyed thousands of customers and analysed 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. Read our Advertiser Disclosure.
Graham Cooke is Finder’s Head of Consumer Research, leading the team responsible for gathering and analysing data on everything from consumer spending and saving habits to how different financial products perform in the real world.
Ceyda Erem is Finder’s senior writer for insurance and has almost 10 years of experience writing about personal finance.
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