Roy Morgan Customer Satisfaction Awards 2020: Australia’s winning retailers announced

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

The annual Roy Morgan Customer Satisfaction Awards were awarded in locked down Melbourne in early June. As usual, the awards in the retail category went to a mix of first timers and veterans. Among those enjoying their moment in the customer satisfaction spotlight for the first time were Schnitz as the Quick Service Restaurant of the Year with six monthly customer satisfaction awards and Chemist Warehouse as Chemist/Pharmacy of the Year. There were seven repeat winners led by Myer as Department Store of the Year for a sixth straight year, Bunnings Warehouse as Hardware Store of the Year for a fourth year in a row, Rebel as Sports Store of the Year for the sixth consecutive year and perhaps most impressively of all The Reject Shop confirming its dominance in the field as the Discount Variety Store of the Year for the ninth year running (2012-2020). First Choice Liquor (Liquor Store of the Year), The Athlete’s Foot (Shoe Store of the Year) and Subway (Major Quick Service Restaurant of the Year) all built on their victories in 2019 to complete back-to-back victories in their respective categories for the first time.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan unveils Annual Customer Satisfaction Award winners for 2020 across all categories

Original article by Roy Morgan
Market Research Update – Page: Online : 10-Jun-21

Roy Morgan’s Annual Customer Satisfaction Awards have been impacted by the COVID-19 pandemic, but after rigorous examination of the data recorded from Australians during 2020 we are able to announce the deserving winners who have excelled with high customer satisfaction ratings despite the challenges of the pandemic. Nineteen of the 40 award winners are repeat winners backing up from a victory a year ago, while there are 21 new winners. Respondents name the companies they deal with in various categories across more than 30 industries, and rate how satisfied they are with them. Monthly Customer Satisfaction winners are cited in each category throughout the year, with the annual award going to the company with the most wins. Several companies scored a clean sweep of 12 monthly victories during 2020, including first-time winners Aussie Broadband and Health Partners, as well as back-to-back 2019 & 2020 winners Myer, The Reject Shop, Powershop, Bunnings Warehouse, Rebel, RAC and Defence Health. Costco also returned to the winners’ circle with an unblemished record in 2020 after last winning the annual award in 2017. The data that determines who wins comes from Roy Morgan’s Single Source survey, compiled from in-depth interviews with over 50,000 consumers from all around Australia.

CORPORATES
ROY MORGAN LIMITED

Isuzu UTE wins Best of the Best Award

Original article by Roy Morgan
Market Research Update – Page: Online : 10-Jun-21

Vehicle manufacturer Isuzu UTE has been named the winner of the Roy Morgan Customer Satisfaction Award – ‘Best of the Best’ – taking the mantle from fellow car manufacturer Lexus. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 40 winners in the Annual Roy Morgan Customer Satisfaction Awards. Isuzu UTE also won the prestigious ‘Best of the Best’ Award in 2018 and their victory this year was built on the back of seven monthly victories in the Car Manufacturer of the Year category, including six wins in a row from March to August 2020. Isuzu UTE came out just on top of 2019 winner Lexus (five monthly victories) Other car manufacturers to perform exceptionally well in 2020 included Toyota, Mercedes-Benz and Suzuki. Isuzu UTE averaged customer satisfaction of an exceptional 94.92% in 2020 to beat Liquor Store of the Year First Choice Liquor by the barest of margins in second place on an average of 94.88%.

CORPORATES
ROY MORGAN LIMITED, ISUZU UTE AUSTRALIA PTY LTD

Super fund satisfaction soars to a new record high as Australia recovers from the COVID-19 pandemic

Original article by Roy Morgan
Market Research Update – Page: Online : 26-May-21

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 71.7% in April 2021 – an increase of 7.0% points from a year ago and up 10.7% points since October 2020. Self-Managed Funds still have the highest customer satisfaction of 81.1%, up 5.8% points from a year ago. Public Sector Funds are in a clear second place with customer satisfaction of 78.9%, up 4.8% points on a year ago. The two largest increases in satisfaction over the last year are for Industry Funds, up 6.8% points to a record high of 71.8% and Retail Funds, up by an impressive 7.2% to a near record high 67.8%. UniSuper has the highest customer satisfaction rating of the Industry Funds, ahead of Cbus, AustralianSuper and Catholic Super. The highest placed Retail Super Fund is OnePath, followed by MLC, Colonial First State and ASGARD. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 50,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Overall satisfaction with Big 4 banks is higher than a year ago with CBA & NAB the top two

Original article by Roy Morgan
Market Research Update – Page: Online : 26-May-21

New data from Roy Morgan shows that 80.5% of customers are satisfied with their bank(s) in April 2021, an increase of 1.3% points on a year ago when the COVID-19 pandemic began. The increase was built upon increases in satisfaction for building societies (up 3% points on a year ago), foreign banks (up 2.3% points) and Australia’s ‘Big 4’ banks (up 0.3% points). Satisfaction for the four major banks as a group is 77.1%, up 0.3% points on April 2020, and up 0.2% points on January 2021. The big improver over the last year has been the NAB which has increased its customer satisfaction by 1.9% points to 78.6%, to be just behind the Commonwealth Bank on 78.8% (down 0.2% points). Third is ANZ on 75.0% (up 0.6% points on April 2020), followed by Westpac on 73.5% (down 0.4% points). Among banks as a whole, Beyond Bank scored the highest in April, on 92.7% (up 1.8% points in 12 months). ING was the highest rated foreign bank on 90.6% (up 1.7% points), Newcastle Permanent led the way for building societies on 94.8% (up 3.1% points), while Credit Union Australia was the highest ranked credit union, on 86.9% (up 3.9% points). The findings, taken from Roy Morgan’s Customer Satisfaction report on Consumer Banking in Australia, reflect the successful way the banking sector responded to financial challenges faced by millions of Australians as a result of the 2020 COVID-19 pandemic.

CORPORATES
ROY MORGAN LIMITED, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, BEYOND BANK AUSTRALIA, ING BANK (AUSTRALIA) LIMITED, NEWCASTLE PERMANENT BUILDING SOCIETY LIMITED, CREDIT UNION AUSTRALIA LIMITED

Small super funds return a higher level of satisfaction for investors

Original article by Aleks Vickovich
The Australian Financial Review – Page: 17 : 17-May-21

Research by CoreData shows that superannuation funds with assets of less than $20bn outperform their larger peers in terms of customer satisfaction. Smaller funds received an overall score of 63 among members who have retired and a score of 53.2 with regard to preparedness for retirement. In contrast, large super funds received a rating of 57.7 among retirees and just 46.9 among pre-retirees. The survey of more than 4,000 respondents has coincided with a regulatory push for smaller super funds to merge.

CORPORATES
COREDATA PTY LTD

RAA tops for general insurance customer satisfaction – marginally ahead of RACT, RAC and Shannons

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

The latest Roy Morgan General Insurance Satisfaction report shows that South Australia-based RAA had the highest general insurance satisfaction rating of 94% in December 2020, an increase of 3% on a year ago. It is followed by Tasmania’s RACT with a customer satisfaction rating of 92% (down 1%), Western Australia’s RAC on 92% (up 5%) and Suncorp Group-owned Shannons on 91% (up 1%). The largest improvement among the leaders for general insurance satisfaction has been by the Suncorp Group’s Bingle, which increased customer satisfaction by 8% points during 2020 to an impressive 88%. The larger general insurance brands which cater to a more diverse range of customers nation-wide have also had a good year, with improvements in customer satisfaction across the board. The big improvers include CommInsure (up 8% points on a year ago), Budget Direct (up 8% points), Allianz (up 5% points), and the larger State-based RACQ in Queensland (up 5% points) and NRMA in NSW (up 3% points). Overall in December 2020 a majority of 82% of Australians are satisfied with their general insurer, up 3% points from the same time a year ago (79%). These latest results are based on in-depth interviews conducted with over 50,000 consumers per annum, including over 35,000 with general insurance.

CORPORATES
ROY MORGAN LIMITED, RAA INSURANCE LIMITED, RACT INSURANCE PTY LTD, RAC INSURANCE PTY LTD, SHANNONS, BINGLE.COM PTY LTD, SUNCORP GROUP LIMITED – ASX SUN, COMMINSURE, BUDGET DIRECT INSURANCE AGENCY PTY LTD, ALLIANZ AUSTRALIA LIMITED, RACQ INSURANCE LIMITED, NRMA INSURANCE LIMITED

Super fund satisfaction increases in October

Original article by Roy Morgan
Market Research Update – Page: Online : 9-Dec-20

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 61.0% in October. This is an increase of 0.6% points from a month ago, but still down 3.1% points on a year ago. The most recent ratings cover the period since May 2020, during which time Australians in financial hardship were able to apply to withdraw two tranches of up to $10,000 of their superannuation. Importantly, the monthly increase in Superannuation Satisfaction is the first month-on-month increase since the COVID-19 pandemic and appears to represent a turning of the corner for the rating after declining during the worst months of the pandemic. The largest increase by sector was for Self-Managed Funds, which increased 1.5% points to a customer satisfaction rating of 65.3%. Public Sector Funds increased their customer satisfaction by 1.3% points to 71.5% and for the fifth month in a row have clearly the highest rating. The customer satisfaction rating of Industry Funds rose by 0.4% points to 62.5% in October, and Retail Funds were up 0.1% to 53.6%. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 50,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Satisfaction of Australia’s banks improves amid COVID-19

Original article by Roy Morgan
Market Research Update – Page: Online : 22-Jul-20

New data from Roy Morgan shows that customer satisfaction with Australia’s banks was at 79.5% in May, up 0.2% points on April and up 1.1% points from May 2019. The biggest improvement in customer satisfaction over the last year was from Australia’s four major banks, with satisfaction up 1.4% points to 77.2% in May. Commonwealth Bank has the highest satisfaction of the four majors in May, closely followed by NAB, ANZ and Westpac. Mutual Banks continue to have the edge in customer satisfaction and are up 0.7% points from a year ago, to 89.2%. The leading Mutual Bank for satisfaction is Bank Australia, closely followed by Bank First and Beyond Bank. The foreign banks operating in Australia have a high customer satisfaction of 85.5% in May, but this is down 0.3% points from a year ago. Of the foreign banks ING is a clear leader for satisfaction ahead of HSBC and Citibank. These are some of the latest findings from Roy Morgan’s ‘Customer Satisfaction report on Consumer Banking in Australia’. This report is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, BANK AUSTRALIA, BANK FIRST, BEYOND BANK AUSTRALIA, ING BANK (AUSTRALIA) LIMITED, HSBC BANK AUSTRALIA LIMITED, CITIBANK PTY LTD

Super fund satisfaction down in May, but still up on a year ago as Australians withdraw up to $10,000

Original article by Roy Morgan
Market Research Update – Page: Online : 14-Jul-20

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 63.6% in May. This is down 0.9% points on the previous month, but an increase of 2.9% points on May 2019. Compared to a year ago the largest increase by sector was for Retail Funds, which increased 2.2% points to customer satisfaction of 58.7%. Also increasing their satisfaction were Industry Funds, up 1.9% points to 64.4%, and Public Sector Funds which increased 1.6% points to 72.7%. Although Self-Managed Funds were the only sector not to record an increase, they still maintain a high overall satisfaction rating at 72.3%, down 1.9% points on a year ago. Unisuper has the highest customer satisfaction rating of the Industry Funds, ahead of CARE Super and AustralianSuper. The highest placed Retail Super Fund is Colonial First State followed by OnePath and MLC. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 50,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED, UNISUPER LIMITED, CARE SUPER PTY LTD, AUSTRALIANSUPER PTY LTD, COLONIAL FIRST STATE GROUP LIMITED, ONEPATH AUSTRALIA LIMITED, MLC LIMITED