M6950 Market Research and Statistical Services

Bank customers becoming less likely to recommend their bank

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Jul-18

New results from Roy Morgan shows that bank customers are now less likely to recommend their bank than they were prior to the Finance Royal Commission. In February 2018, 59.0% of main financial institution bank customers were highly likely to recommend their bank to a friend or colleague, but it has fallen to 54.4% in June. It is now at the lowest monthly level since November 2016 when it was 54.1%, although it remains well up on the 45.8% of June 2008. In the six months to June 2018, 83.3% of ING customers who consider it to be their MFI were very likely to recommend it, the highest level of the 10 largest banks and an increase of 12.6% points over the last year. In second place was Bendigo Bank with 68.7%, followed by Bank of Queensland (61.2%) and St George (60.5%). Roy Morgan’s "Advocacy Report – Financial Institutions June 2018" is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 4,000 bank customers per month.

CORPORATES
ROY MORGAN LIMITED, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, BANK OF QUEENSLAND LIMITED – ASX BOQ, ST GEORGE BANK LIMITED

Roy Morgan announces winners of the 2017 New Zealand Customer Satisfaction Awards

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jul-18

Roy Morgan has announced the winners of its seventh annual Customer Satisfaction Awards for New Zealand. The annual awards reward outstanding personal service across a range of industries including Retail, Finance, Telecommunications, Travel & Tourism, Automotive and Utilities. Of the 22 companies winning an award, 10 have emerged victorious for the first time in the awards’ history. A further seven have successfully defended their victory, while five former winners have returned to the winner’s circle in 2017 after coming up short in recent years. International Airline of the Year Emirates is the "Best of the Best" in 2017, coming out on top of all other 21 category winners with the highest Customer Satisfaction of any company operating in NZ.

CORPORATES
ROY MORGAN LIMITED, EMIRATES AIRLINES, HOLDEN NEW ZEALAND LIMITED, KIWIBANK LIMITED, SUPER CHEAP AUTO (NEW ZEALAND) PTY LTD, PAPER PLUS, ROBERT HARRIS CAFE, POSTIE, FARMERS, SMITHS CITY, MITRE 10 (NEW ZEALAND) LIMITED, BURGER FUEL LIMITED, NUMBER ONE SHOES, STIRLING SPORTS LIMITED, PAK ‘N’ SAVE LIMITED, TRUSTPOWER LIMITED, APPLE INCORPORATED, SKINNY MOBILE, AIR NEW ZEALAND LIMITED – ASX AIZ, POWERSHOP NEW ZEALAND LIMITED, NOVA ENERGY LIMITED

Strong Aussie Dollar drives skiers and snowboarders overseas

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jul-18

A Roy Morgan Single Source survey has found that the travel habits of Australians going skiing or snowboarding on holiday over the last 20 years has been heavily influenced by the value of the Australian Dollar. However, this co-relation has broken down in the last three years as the dollar has stabilised at a value of between 70-80 US cents. Between March 2001 when the Australian Dollar was valued at just 49 US cents through to July 2011 when it reached a high of around $1.10 USD the soaring dollar predicted the increasing propensity of Australians to travel overseas for skiing and snowboarding holidays. In March 2001, just 25% of Australians who went snow skiing or snowboarding on their last holiday chose an overseas holiday destination, while this hit 50% in January 2012. This dipped substantially in 2014-15 to just 33% in early 2015, after the value of the currency fell sharply. However, since bottoming at 30% in late 2016 there has been a steady increase in Australians heading overseas for skiing and snowboarding holidays, which is now at 46%.

CORPORATES
ROY MORGAN LIMITED

Australians spending more time online than working

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jul-18

A Roy Morgan Single Source survey shows that Australians aged 14+ spent a total of just over 21.9 billion hours on the Internet in the year to March 2018 (whether at home, at school, while at work or elsewhere), compared to 20.5 billion hours working. Some 4.6 billion of those hours online occurred at work – whether work related or not. Analysing time on the Internet more closely shows that 5.9 billion hours were spent using social media, while the balance of just under 16 billion hours was spent using the Internet for other purposes. A further 18.6 billion hours were spent watching TV and 14.6 billion hours were spent listening to radio. The 92% of Australians who watch TV in a given week average 1,004 hours each of TV viewing over the full year while the 85% who listen to radio during the week listen to an average of 851 hours per year of radio. Newspapers scored 1.8 billion hours of national attention over the year, with magazines claiming just over 820 million hours overall.

CORPORATES
ROY MORGAN LIMITED

Nearly two million Australians use a financial planner or adviser – worth $703b

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Original article by Roy Morgan
The Australian Financial Review – Page: Online : 17-Jul-18

New research from Roy Morgan shows that 1.96 million Australians aged 14+ (9.7%) used a financial planner/adviser to purchase superannuation or managed funds in the year to May 2018. This group accounts for $703bn in total wealth management products and have an average value of nearly $360,000. The research also shows that 33% of wealth management customers who are in the top quintile of the market by value have used a financial planner or adviser. The other groups that have above average use of financial planners/advisors include those with incomes of $130,000+ (22.1%), Baby Boomers (18.5%), those aged 50+ (16.6%), Pre-Boomers (15.8%) and the AB Socio Economic Quintile (13.7%). These are the latest results from Roy Morgan’s "Profile of Users of Financial Planners Report", which is based on in-depth interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 5,000 who have used a financial planner/adviser to purchase superannuation or managed funds.

CORPORATES
ROY MORGAN LIMITED

It’s Official: Majority would consider a hybrid

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

A Roy Morgan Single Source survey has found that 51.6% of Australians aged 18+ "would seriously consider buying" a hybrid vehicle, compared with 48.7% three years ago. The greatest growth over the last three years came from interest in fully electric vehicles, which increased by 9.7ppts to 36.2%. Consideration for electric-based vehicles (hybrid or fully electric) increased by 4.2ppts to 55.7%. These are the latest results from Roy Morgan’s "Automotive Currency Report", which is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own home, including over 37,000 drivers aged 18+.

CORPORATES
ROY MORGAN LIMITED

Over 90% of Australians lack understanding of how leading apps use data

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

Roy Morgan’s privacy survey has found that more than 90% of Australians aged 14+ are either "not sure" or only "somewhat understand" how several leading apps use and/or share their data. This includes 94.6% of Australians who use Apple apps, 94.3% of Twitter users, 94.0% of Instagram users and 93.7% of Snapchat users. The findings are based on interviews with a representative sample of 967 Australians drawn from Roy Morgan’s Single Source panel. Roy Morgan CEO Michele Levine says that despite the concerns raised about the potential misuse of personal data, only a tiny minority of Australians (between 5-10%) believe they "fully understand" how companies such as Apple, Twitter, Facebook, Snapchat and Google use and/or share their personal data.

CORPORATES
ROY MORGAN LIMITED, APPLE INCORPORATED, TWITTER INCORPORATED, INSTAGRAM LLC, SNAPCHAT INCORPORATED, MESSENGER, GOOGLE INCORPORATED, FACEBOOK INCORPORATED

Overseas travel intentions rise steadily, but not to China

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

A Roy Morgan Single Source survey, which was carried out in the year to March 2018, shows that 11.4% of Australians aged 14+ (more than 2.3 million people) intend to travel overseas in the next 12 months. This compares with just 7.2% (1.2 million) in the year to March 2008. The proportion of Australians who plan to travel to Asia in the next 12 months has risen from 2.9% to 5.1% over the last decade. Indonesia is the most popular Asian destination; 10.9% of Australians plan to travel to Indonesia in the next 12 months (up 3.4ppts from 2008), followed by Japan (10.5%; up 5.7ppts). However, just 5.3% of Australians plan to travel to China in the next 12 months (down 4.6ppts), although it is worth remembering that the Beijing Olympics were held in August 2008.

CORPORATES
ROY MORGAN LIMITED

ALDI now most trusted brand in Australia

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Jul-18

The latest Roy Morgan Net Trust Score survey shows that ALDI is now the most trusted brand in Australia, with improvements in its Net Trust Score lifting the supermarket retailer from third to first. ALDI has come in just ahead of insurer NRMA with Bendigo Bank, Qantas and Bunnings also performing well in the latest survey. Qantas has fallen from its number-one spot as Australia’s most trusted brand to fourth position. ALDI’s main supermarket rivals Woolworths and Coles are rated highly when considering trust but fell behind ALDI on Net Trust Score due to their much higher levels of distrust. According to Roy Morgan CEO Michele Levine, the importance of trust to a brand’s sustainable future is increasingly recognised as a key metric.

CORPORATES
ROY MORGAN LIMITED, ALDI STORES SUPERMARKETS PTY LTD, NRMA INSURANCE LIMITED, BENDIGO BANK, QANTAS AIRWAYS LIMITED – ASX QAN, BUNNINGS GROUP LIMITED

Australians worried about online privacy but slow to act

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Jul-18

A Roy Morgan study into online privacy has found that around 90% of Australians aged +14 say it is unacceptable for companies to collect personal financial data (15% say it is "somewhat unacceptable" and 77% say it is "very unacceptable"), to scrape the contents of messages or emails (20% somewhat and 69% very unacceptable), or to collect health and medical data (15% somewhat and 74% very unacceptable) for the purpose of tailoring ads and offers to consumers. Less than 5% deem these practices to be acceptable (either very or somewhat acceptable). However, despite these concerns only around 15% of Australians claim to "always" or "often" read terms and conditions when signing up for online services, and over 54% rarely or never read them. The findings are based on interviews with a representative sample of 967 Australians drawn from Roy Morgan’s Single Source panel in June 2018.

CORPORATES
ROY MORGAN LIMITED