M6950 Market Research and Statistical Services

Utilities providers and the customer satisfaction challenge

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 28-Nov-16

Lumo Energy has won Roy Morgan Research’s Customer Satisfaction Award for September 2016 in the categories of electricity and gas utilities. Some 72% of Lumo’s electricity customers and 77% of its gas customers are satisfied with the company. Red Energy came second, satisfying just under 72% of its electricity customers and 74% of its gas customers in September. Meanwhile, some 7% of all electricity customers and 6% of all gas customers are outright dissatisfied with their utility provider. Roy Morgan’s Helix Personas consumer profiling tool shows that 14% of people in the category of Humanitarians are dissatisfied with their electricity provider, while the Still Working Persona has the highest level of dissatisfaction among gas customers (10%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, LUMO ENERGY AUSTRALIA PTY LTD, RED ENERGY PTY LTD, ENERGYAUSTRALIA PTY LTD, KLEENHEAT GAS PTY LTD

State of the Nation 26: Australian Retail Industry

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 25-Nov-16

Roy Morgan Research CEO Michele Levine has presented the latest State of the Nation Report, with a special Spotlight on Australian Retail. The State of the Nation Report looks at the "invasion" of overseas retailers like H&M, ALDI, Costco, Zara – and in 2017 online giant Amazon, the battle for the online shopping dollar across a range of categories, the vital importance to retailers of properly identifying their customers and the desire of many consumers to have an increasingly "frictionless" retail experience. Levine says that although overall spending on discretionary commodities declined slightly, by 2%, over the past year, retailers are in fact more confident about the future now than they were a year ago – although it appears this very confidence is helping to attract more and more international retailers to "attack" what they perceive as the "rich pickings" available in Australia.

CORPORATES
ROY MORGAN RESEARCH LIMITED, HENNES OCH MAURITZ AB, ALDI EINKAUF GMBH & CO OHG, COSTCO WHOLESALE CORPORATION, ZARA, AMAZON.COM INCORPORATED, UNIQLO COMPANY LIMITED, BUNNINGS GROUP LIMITED, DELIVEROO, FOODORA, UBEREATS, WOOLWORTHS LIMITED – ASX WOW, COLES SUPERMARKETS AUSTRALIA PTY LTD, DICK SMITH HOLDINGS LIMITED, MASTERS HOME IMPROVEMENT AUSTRALIA PTY LTD, AUSTRALIA. DEPT OF THE PRIME MINISTER AND CABINET

‘Experiences’ over ‘things’: Aussies spending more on leisure and entertainment, but less on discretionary commodities

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 25-Nov-16

A Roy Morgan Single Source survey has found that Australians aged 14+ spent almost $A105bn on things in the year to June 2016. Australians purchased around 85.5 million "discretionary commodities" between them, the recently launched State of the Nation Retail Spotlight from Roy Morgan Research reveals. Some 54.7 per cent of Australians bought at least one item of clothing in any given four weeks during 2015-16, ahead of Hardware/Home DIY/Plant and Garden products (22.4%), and Footwear (21.7%). However, compared with the 2014/2015 financial year, expenditure on discretionary commodities is down 2.0%, while expenditure on leisure and entertainment has risen by $A10bn to $A137bn year-on-year.

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ROY MORGAN RESEARCH LIMITED

Image conscious: how Australians view different department stores

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 24-Nov-16

A Roy Morgan Single Source survey has found that 22.6% of Australians aged 14+ (3.6 million people) buy something at Kmart in an average four-week period. The survey, which was carried out in the year to June 2016, also shows that 19.5% of Australians (3.1 million) make a purchase at Target and 18.9% (3 million) shop at Big W in an average four weeks. One common denominator shared by the three stores is the perception that each "has a wide choice of products". Almost 42% of Australians think Target fits this description, 45.1% feel the same way about Kmart and 49.2% think Big W has a wide choice of products. Meanwhile, 10.0% of Australians (or 1.6 million people) making a purchase at Myer in an average four weeks and 4.7% (760,000) buying something at David Jones. The most commonly held perception of these stores is less about low prices and more about quality, which evidently impacts on customer volume.

CORPORATES
ROY MORGAN RESEARCH LIMITED, KMART AUSTRALIA LIMITED, TARGET AUSTRALIA PTY LTD, BIG W DISCOUNT STORES, MYER HOLDINGS LIMITED – ASX MYR, DAVID JONES LIMITED

Satisfaction with risk and life insurance declines

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

A Roy Morgan Single Source survey has found that satisfaction among Australians aged 14+ with risk and life insurance policies was 67.5 per cent in the year to October 2016, compared with 69.3 per cent during the year to October 2015. The survey also shows that 96.8 per cent of policy holders would be at least "fairly likely" to renew their insurance with their existing company, but only 35.3 per cent would be "extremely likely" to do so. Asteron Life has the highest level of customer satisfaction among the 13 largest risk and life insurers, at 78.1 per cent, ahead of Insuranceline (73.8 per cent) and Allianz (73.2 per cent).

CORPORATES
ROY MORGAN RESEARCH LIMITED, ASTERON LIFE LIMITED, INSURANCELINE HOLDINGS PTY LTD, ALLIANZ AUSTRALIA LIMITED, AMP LIFE LIMITED, AIA AUSTRALIA LIMITED, ONEPATH AUSTRALIA LIMITED, SUNCORP INSURANCE AND FINANCE, COMMINSURE, MLC LIMITED, ZURICH AUSTRALIA LIFE INSURANCE LIMITED, REAL INSURANCE

Zooming in on mobile phone switching: Broadie vs Byron

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

A Roy Morgan Single Source survey has found that 15 per cent of Australians aged 14+ who own a mobile phone are likely to switch their Mobile Service Provider in the next 12 months. Analysis shows that there are 59 suburbs and towns across Australia where residents are at least 50 per cent more likely than average to switch mobile provider in the next year. The Melbourne suburb of Broadmeadows has the highest level of mobile owners who are likely to switch providers, at 30 per cent. At the other end of the spectrum, only seven per cent of residents of Byron Bay in New South Wales plan to switch mobile providers.

CORPORATES
ROY MORGAN RESEARCH LIMITED

It’s official: golf is good for you!

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 17-Nov-16

A Roy Morgan Single Source survey has found that 9.3% of Australians aged 18+ (just over 1.7 million) play golf either regularly or occasionally, putting it among our 10 most popular forms of exercise. The survey also shows that between July 2015 and June 2016, 25.8% of Australian adults reported experiencing stress at some point in the preceding 12 months; 18.3% reported having anxiety; 15.1% had depression; and 5.4% suffered at least one panic attack. Among people who play golf, these figures fell to 22.5% for stress, 11.9% for anxiety, 8.7% for depression and 3.0% for panic attacks. The data also reveals that even watching golf on TV appears to have a positive effect on the viewer’s mental health, with golf viewers reporting below-average incidences of anxiety, depression, panic attacks and stress.

CORPORATES
ROY MORGAN RESEARCH LIMITED

What’s cool for kids this Christmas?

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 15-Nov-16

The latest findings from Roy Morgan’s Young Australians Survey show that 69% of Australian children aged 6-13 think the iPad is "really cool", while 54% feel the same way about the iPhone. In both cases, girls are more likely than boys to covet these items: 71% vs 68% in the case of the former, and 59% vs 50% for the latter. Computers in general (including laptops and tablets) are currently considered really cool by 52% of kids (53% of boys, 51% of girls). Meanwhile, Lego/Lego games are really cool in the eyes of 43% of Australian children (54% of boys and 32% of girls).

CORPORATES
ROY MORGAN RESEARCH LIMITED, APPLE INCORPORATED, LEGO AS, NIKE INCORPORATED

Australians are more progressive and open to new things

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 15-Nov-16

A Roy Morgan Single Source survey has found that 41% of Australians aged 14+ now have a progressive viewpoint on social issues (up from 35% in 2006). More Australians now have a progressive viewpoint than a "Middle of the Road" attitude to social issues (down from 40% in 2006 to 36% today). A traditional outlook has also become less common, declining from 23% to 21% over the period. Meanwhile, 39% of Australians now agree they are attracted to new things and ideas, up from 34% ten years ago. Conversely, just 21% say they are cautious when it comes to newness – down from 24% a decade ago. As would be expected, people with a progressive viewpoint on social issues and an attraction to new things are also more likely to be early adopters. This in turn also makes them ideal trusted advisers.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Gourmet Tasmania or beachy Queensland? Our most popular holiday activities by state

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 10-Nov-16

A Roy Morgan Single Source survey, which was carried out in the year to September 2016, has found that 10.7 million Australians aged 14+ reported that their last holiday was domestic. Almost half overall (49.4%) visited friends and/or relatives during their trip, although this rose to 52.6% of people whose last holiday was in New South Wales, and fell to 42.9% of those who visited Tasmania. Wining and dining was the second-most popular domestic-holiday activity (23.4%), although this rose to 39.1% for holiday-goers who visited Tasmania and fell to 20.2 per cent of those who visited NSW. Meanwhile, some 23.2% of domestic holiday-goers went shopping, and Victoria is above average for this particular activity, with 27.1%. Tasmania is the top spot for culture: 31.6% of people who took their last holiday there went to a museum (compared with 11.2% of all domestic holiday-goers), and 22.7% went to an art gallery (compared with 7.8% overall).

CORPORATES
ROY MORGAN RESEARCH LIMITED, MUSEUM OF OLD AND NEW ART