M6950 Market Research and Statistical Services

Roy Morgan Customer Satisfaction Awards 2016: Australia’s most service-oriented retailers announced

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 28-Feb-17

The winners of the 14 retail categories in the Roy Morgan 2016 Customer Satisfaction Awards include a mix of first-timers and veterans. Jeanswest (Clothing Store of the Year), Guzman y Gomez (Quick Service Restaurant of the Year) and First Choice Liquor (Liquor Store of the Year) were among the first-time winners. Meanwhile, among the repeat champions were Rebel Sport (Sports Store of the Year), ALDI (Supermarket of the Year) and The Good Guys (Furniture/Electrical Store of the Year), celebrating their third, fourth and fifth victories respectively.

CORPORATES
ROY MORGAN RESEARCH LIMITED, JEANSWEST CORPORATION PTY LTD, GUZMAN Y GOMEZ PTY LTD, FIRST CHOICE LIQUOR SUPERSTORE, REBEL SPORT LIMITED, ALDI STORES SUPERMARKETS PTY LTD, THE GOOD GUYS, SUPER CHEAP AUTO, MUFFIN BREAK, MYER HOLDINGS LIMITED – ASX MYR, TARGET AUSTRALIA PTY LTD, THE REJECT SHOP LIMITED – ASX TRS, HOME TIMBER AND HARDWARE, SOUL PATTINSON, SPENDLESS SHOES PTY LTD

2016 Roy Morgan Customer Satisfaction Awards: Telecommunications and Utilities winners revealed

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 28-Feb-17

Australia’s most satisfying home phone, mobile phone, internet, and utilities service providers were announced last week at the 2016 Roy Morgan Customer Satisfaction Awards. Southern Phone scored its fourth consecutive Home Phone Service Provider award, with a clean sweep of the year’s monthly awards and a peak of 90 per cent of customers satisfied. Internode made it two in a row in the category of Home Broadband Service Provider and claimed all 12 monthly awards in 2016. Meanwhile, iiNet won five monthly awards in the category of Mobile Phone Service Provider, taking out the annual award against strong competition. Red Energy took out the award for Electricity Provider for a second successive year, while Lumo Energy was Gas Provider of the year, with eight monthly awards and a peak of 78% of customers satisfied.

CORPORATES
ROY MORGAN RESEARCH LIMITED, SOUTHERN PHONE COMPANY LIMITED, INTERNODE SYSTEMS PTY LTD, IINET LIMITED, RED ENERGY PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, APPLE PTY LTD

Roy Morgan announces winners of the 2016 Customer Satisfaction Awards

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 23-Feb-17

Roy Morgan Research announced the winners of its sixth annual Customer Satisfaction Awards for Australia on 22 February 2017. The awards recognise outstanding levels of customer satisfaction, as judged by more than 50,000 consumers via the Roy Morgan Single Source survey. The award categories cover sectors such as banking, insurance, superannuation, automotive, travel and hospitality, retail, telecommunications and utilities. Roy Morgan Research CEO Michele Levine says the Roy Morgan Customer Satisfaction Awards continue to be the benchmark by which customer satisfaction is measured, and the 32 businesses honoured in the 2016 awards share one crucial characteristic: their unrivalled dedication to ensuring their customers are satisfied, and their success as rated by their customers.

CORPORATES
ROY MORGAN RESEARCH LIMITED, GREATER BANK LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, PEOPLE’S CHOICE CREDIT UNION, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, ALLIANZ AUSTRALIA LIMITED, MACQUARIE SUPERANNUATION, CATHOLIC SUPER, SUPER CHEAP AUTO, MUFFIN BREAK, JEANSWEST CORPORATION PTY LTD, MYER HOLDINGS LIMITED – ASX MYR, TARGET AUSTRALIA PTY LTD, THE REJECT SHOP LIMITED – ASX TRS, THE GOOD GUYS, HOME TIMBER AND HARDWARE, SOUL PATTINSON, GUZMAN Y GOMEZ PTY LTD, FIRST CHOICE LIQUOR SUPERSTORE, SPENDLESS SHOES PTY LTD, REBEL SPORT LIMITED, ALDI STORES SUPERMARKETS PTY LTD, SOUTHERN PHONE COMPANY LIMITED, INTERNODE SYSTEMS PTY LTD, APPLE INCORPORATED, IINET LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, EMIRATES AIRLINES, RED ENERGY PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, LEXUS AUSTRALIA

Australia’s internet affordability improves, but big gaps remain between capital city residents and the rest

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 22-Feb-17

The Australian Digital Inclusion Index, which is powered by Roy Morgan Research’s Single Source survey, includes three key elements: internet Access, Ability and Affordability. Nationally, Australia scored 52.1 on Affordability in the 12 months to September 2016 (up from 51.2 in March, but still below the level of 53.5 in 2014). However, a clear divide exists between capital cities and the rest of the country. Overall, Australia’s State capitals together scored 54.6, compared with 47.5 for the 36 per cent of the population living outside those six cities. Overall, capitals average 6.5 points higher for Affordability than the rest of their State – and the larger the State, the larger the divide. Sydney is the most affordable place in Australia for internet with a score of 57.3 – almost 10 points higher than the rest of NSW (47.5).

CORPORATES
ROY MORGAN RESEARCH LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS, SWINBURNE UNIVERSITY OF TECHNOLOGY

Satisfaction with risk and life insurance remains the lowest of all major insurance types

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 21-Feb-17

A Roy Morgan Single Source survey has found that satisfaction among Australians aged 14+ who are risk and life insurance policy holders was 67.4% in the year to December 2016, down from 68.8% in 2015. Less than one in four (23.9%) of risk and life policy holders were "very satisfied" with their insurance company. The survey also shows that satisfaction with risk insurance (covering income protection, disability, accident, trauma, etc) in 2016 was only 66.3%, the lowest of all insurance types and a little below the 68.7% for life insurance. Meanwhile, Allianz leads in customer satisfaction among the 13 largest risk and life insurers (75.7%), followed by Insuranceline (75.2%) and Asteron (74.4%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, ALLIANZ AUSTRALIA LIMITED, INSURANCELINE HOLDINGS PTY LTD, ASTERON PTY LTD

Why Vodafone is the top mobile provider in (only) Sydney

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 20-Feb-17

A Roy Morgan Single Source survey has found that among Australia’s 18,775,000 mobile owners aged 14+ Telstra is the clear number one mobile service provider, which 43.6 per cent use for a mobile phone, ahead of Optus (24.1 per cent) and Vodafone (18.0 per cent). The survey, which was carried out in the six months to December 2016, also shows that Telstra claims only around one in three mobile owners overall (33.6 per cent) across the five mainland state capitals, compared with 26.3 per cent for Optus and 24.1 per cent for Vodafone. Meanwhile, Telstra has the largest market share in Brisbane, Melbourne, Perth and Adelaide, but Vodafone has the largest market share in Sydney (30.4 per cent).

CORPORATES
ROY MORGAN RESEARCH LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS, SINGTEL OPTUS PTY LTD, VODAFONE AUSTRALIA LIMITED

Kids now spend more time online than watching TV

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 15-Feb-17

Roy Morgan’s Young Australians Survey has found that Australians aged 6-13 spent an average of almost 12 hours a week using the internet in 2016, almost double the six-and-a-bit hours a week kids spent online in 2008. Including all internet use at home, school or elsewhere, the time spent online has risen consistently over the period, increasing by an average 42 minutes each year. In contrast, the average Australian youngster spent 10.5 hours a week watching TV in 2016, down from over 14.5 hours a week in 2008. However, almost 30 per cent of kids’ internet usage is done outside the home. At home, kids spend almost eight and a half hours a week using the internet – still around two hours less than they spend watching TV.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Magazine readership finishes 2016 on a high

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 10-Feb-17

Roy Morgan Research has released the Australian Magazine Print Readership and Cross-Platform Audience results for the 12 months to December 2016. Print magazines reached 12,658,000 Australians aged 14+ in 2016, up 3.6 per cent since 2015. "Coles Magazine" remained the most widely-read print magazine during the period, with an average readership of 3,729,000 per issue (an increase of 24.5 per cent). Meanwhile, "Better Homes & Gardens" and "Australian Women’s Weekly" continue to have the highest Cross-Platform Audiences, at 2,112,000 and 1,965,000 respectively.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Digital audience growth continued to drive newspaper readership higher in 2016

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 10-Feb-17

Roy Morgan Research has released the Print Readership and Cross-Platform Audience results for Australian Newspapers for the 12 months to December 2016. Some 8,153,000 million Australians aged 14+ (41 per cent) read print newspapers in an average week in 2016. This is down 4.3 per cent, or just over half a million readers, compared with 2015. Monday to Friday dailies reach a combined 5.7 million readers during an average week (down 4.8 per cent). Some 4.9 million people read Saturday print newspapers in an average week in 2016 (down 2.7 per cent), and Sunday titles reached 4.4 million (down 4.3 per cent). Meanwhile, the total cross-platform reach of Australian mastheads measured across both print and digital increased to 13.1 million in 2016. Two in three Australians now access these news mastheads across any platform and any device in an average week.

CORPORATES
ROY MORGAN RESEARCH LIMITED, NEWS CORP AUSTRALIA PTY LTD, FAIRFAX MEDIA LIMITED – ASX FXJ, SEVEN WEST MEDIA LIMITED – ASX SWM

Satisfaction with big four banks up in December but high-value customers left well behind for satisfaction and advocacy

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 8-Feb-17

A Roy Morgan Research Single Source survey has found that the satisfaction level of personal customers of Australia’s four major banks was 79.9% in the six months to December 2016, compared with 79.5% in November. However, the top-quintile customers (top 20%), who account for 62.9% of the total value of the financial services market across all banking and wealth-management products, had the lowest satisfaction level of all the quintiles (73.4%) and the lowest level of advocacy with a "net promoter score" (NPS3) of minus 23.9. The Commonwealth Bank had the highest satisfaction rating among top-quintile customers (75.6%), although the smaller Teachers Mutual Bank had the highest satisfaction rating among these customers, at 96.1%.

CORPORATES
ROY MORGAN RESEARCH LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, WESTPAC BANKING CORPORATION – ASX WBC, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, TEACHERS MUTUAL BANK LIMITED, BENDIGO BANK, ING DIRECT