Michel’s Patisserie brewing its lead in coffee shop satisfaction ratings

Original article by Roy Morgan
Market Research Update – Page: Online : 12-Aug-19

Michel’s Patisserie has continued its impressive winning streak by securing the Roy Morgan Coffee Shop of the Month Award for June 2019. In doing so, Michel’s Patisserie has established itself as the number one brand when it comes to pleasing their customers. Michel’s Patisserie received a satisfaction rating of 91%, which was a 6% increase from June 2018. It was followed by Donut King (87%), Gloria Jean’s (86%), The Coffee Club (85%) and Muffin Break (85%). Michel’s Patisserie has secured the number one position for a fifth straight month. Its ongoing lead in coffee shop satisfaction ratings has been assisted by a decline in ratings by Donut King, which has slipped 4% over the past twelve months. Roy Morgan CEO Michele Levine says that customer satisfaction is vital in the coffee shop industry because of high competition and easily substitutable goods. She notes if customers aren’t satisfied with their choice of coffee shop or cafe, they will simply walk away and try another.

CORPORATES
ROY MORGAN LIMITED, MICHEL’S PATISSERIE, DONUT KING, GLORIA JEAN’S COFFEES PTY LTD, THE COFFEE CLUB PTY LTD, MUFFIN BREAK PTY LTD

Google refuses to budge from top spot in mobile handset customer satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 6-Aug-19

Google has won the Roy Morgan Mobile Phone Handset Customer Satisfaction Award for June 2019. Google received a satisfaction rating of 94%, which is a 4% increase since June 2018. It was followed by Apple iPhone (93%), Samsung (90%), LG (90%) and Motorola (90%). Google and Apple iPhone have now held first and second position respectively for eleven months straight. Of the top five brands, LG enjoyed the largest increase to its satisfaction ratings from a year ago (up 13%). However, LG’s rating has remained at around 90% for the past five months. The only decrease in ratings went to Motorola, with a 2% drop compared to a year ago.

CORPORATES
ROY MORGAN LIMITED, GOOGLE INCORPORATED, APPLE INCORPORATED, SAMSUNG ELECTRONICS COMPANY LIMITED, LG ELECTRONICS, MOTOROLA INCORPORATED

Internode tops for satisfaction and customers least likely to switch

Original article by Roy Morgan
Market Research Update – Page: Online : 29-Jul-19

Internode has won Roy Morgan’s Internet Service Provider Customer Satisfaction Award for June 2019, with a customer satisfaction rating of 82%. Internode‚Äôs victory comes on the back of an 18% improvement in customer satisfaction since June 2018, the largest increase of any of the leading ISPs. It is followed by iiNet with a customer satisfaction rating of 79% (a 4% point increase on a year ago) and TPG on 75% (up 7% points). Internode and iiNet are both owned by TPG. Meanwhile, in-depth research shows that just 4.5% of Internode customers are likely to switch fixed broadband service providers in the next year, ahead of Westnet (4.9%) and Foxtel (5%).

CORPORATES
ROY MORGAN LIMITED, INTERNODE SYSTEMS PTY LTD, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM, WESTNET PTY LTD, FOXTEL MANAGEMENT PTY LTD

Lexus on top for car manufacturer satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 18-Jul-19

New research from Roy Morgan shows that Lexus has emerged with market-leading customer satisfaction of 98% for the year to May 2019, up 4% points year-on-year. Lexus is just ahead of Volvo (up 5% points to 95%) and Isuzu UTE on 94%. Also in equal third position are Subaru, Mazda and Hyundai. Rounding out the top 10 are Audi, Toyota, Kia, Land Rover, Mercedes-Benz and Hyundai (all on 93%). Overall, satisfaction with car manufacturers was 92% in May, down from 93% in the same period in 2018. These are the latest findings from the Roy Morgan Single Source survey of over 50,000 consumers conducted in the 12 months ended May 2019, including in-depth personal interviews with over 40,000 car drivers.

CORPORATES
ROY MORGAN LIMITED, LEXUS, VOLVO CAR CORPORATION, ISUZU UTE AUSTRALIA PTY LTD, SUBARU, MAZDA MOTOR CORPORATION, HYUNDAI MOTOR COMPANY LIMITED

Industry Funds increasing lead in satisfaction over Retail Funds – Unisuper the top performer

Original article by Roy Morgan
Market Research Update – Page: Online : 8-Jul-19

New research by Roy Morgan shows that in the six months to May 2019, satisfaction with the financial performance of industry superannuation funds was 62.5% (up 0.5% points from the same period 12 months ago), compared with 56.5% for retail super funds (down 3.7% points). Satisfaction with retail funds was 1.8% below that of industry funds in 2018, and this gap has now increased to 6.0%. Ten of the top 12 performing super funds in May 2019, based on member satisfaction with their financial performance, were industry funds. The highest rating was for Unisuper (70.9%), followed by Tasplan on 69.6%. The only two retail funds to make it to the top 12 were Macquarie with 66.6% and Mercer on 64.3%. These results are from the newly released Roy Morgan report ‘Satisfaction with Financial Performance of Superannuation in Australia’, May 2019 edition. The data in this report represents some of the findings from Roy Morgan’s Single Source survey, which is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 30,000 with superannuation. These results are based on interviews conducted in the six months to May 2019.

CORPORATES
ROY MORGAN LIMITED, CATHOLIC SUPER, UNISUPER LIMITED, MACQUARIE SUPERANNUATION, COLONIAL FIRST STATE SUPER

ING home loan customers most satisfied just ahead of Bendigo Bank and Suncorp

Original article by Roy Morgan
Market Research Update – Page: Online : 5-Jul-19

The satisfaction rating of the home loan customers of Australia’s big four banks was 71.1% in May, well below the 76.8% rating given by their non-home customers. The home loan customers of the other major banks all have much higher satisfaction than the big four and are closer to the rating given by their non-home loan customers. ING has the highest home loan customer satisfaction with 88.9%, followed by Bendigo Bank (86.2%) and Suncorp (81.0%). The CBA is the best performer among the big four with 72.5%, followed by Westpac (70.7%), NAB (70.4%) and ANZ (69.6%). These are some of the latest findings from Roy Morgan’s ‘Customer Satisfaction report on Consumer Banking in Australia’, May 2019. This report is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes and covers over two decades. The latest data in this release is for the six months to May 2019.

CORPORATES
ROY MORGAN LIMITED, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, SUNCORP BANK, 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

Harris Scarfe highest for discount department store satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 24-Jun-19

New research from Roy Morgan shows that Harris Scarfe is Australia’s leading discount department store, with a customer satisfaction rating of 90.1%, ahead of Kmart on 88.9% and Best & Less on 88.7%. The biggest improvement over the year to April came from Harris Scarfe (up 6.9% points). The other improvers were Best & Less (up 4.1% points), Big W (up 2.1% points), Costco (up 1.5% points) and Kmart (up 0.8% points). These are the latest results from Roy Morgan’s Discount Department Store Satisfaction Report, which is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 9,000 interviews with people who shop at a discount department store in an average four weeks.

CORPORATES
ROY MORGAN LIMITED, HARRIS SCARFE HOLDINGS LIMITED, KMART AUSTRALIA LIMITED, BEST AND LESS PTY LTD, BIG W DISCOUNT STORES, COSTCO WHOLESALE AUSTRALIA PTY LTD

RAA leads general insurance satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 24-Jun-19

The latest Roy Morgan General Insurance Satisfaction report shows that 78.7% of Australians aged 14+ were satisfied with their general insurer in April 2019, down 0.1% from the same time in 2018. RAA now has the highest customer satisfaction level within the general insurance industry, at 91.1%. It is followed by RACT (90.8%), WFI (89.7%), RAC (89.4%) and Shannons (87.9%), all well above the industry average of 78.7%. The report is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 39,000 with general insurance.

CORPORATES
ROY MORGAN LIMITED, RAA INSURANCE LIMITED, RACT INSURANCE PTY LTD, WFI INSURANCE, RAC INSURANCE PTY LTD, SHANNONS

Williams top shoe store ahead of The Athlete’s Foot

Original article by Roy Morgan
Market Research Update – Page: Online : 17-Jun-19

A Roy Morgan Single Source survey shows that Williams has Australia’s most satisfied shoe store customers, with a customer satisfaction rating of 88% in April 2019, ahead of The Athlete’s Foot on 86% and Spend Less Shoes on 78%. Overall, some 1.4 million Australians shop at a shoe store in an average four-week period, and 82% are satisfied with their experience. Analysis by gender shows that about 880,000 women and 580,000 men shop at shoe stores in an average four weeks. Meanwhile, analysis by generation reveals that 470,000 Australians in Generation X shop at shoe stores in an average four weeks, nearly a third of all shoe store shoppers, and easily the largest market by generation for Australian shoe stores. Generation X also represents the largest share of customers for Williams, The Athlete’s Foot and Payless Shoes.

CORPORATES
ROY MORGAN LIMITED, WILLIAMS, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, SPENDLESS SHOES PTY LTD

Qantas leads Virgin Australia for customer satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 11-Jun-19

Qantas has won Roy Morgan’s monthly Domestic Airline Customer Satisfaction Award for April 2019, with a customer satisfaction rating of 85%, ahead of Virgin Australia on 79%. Qantas has also won the monthly award for domestic business travellers with a customer satisfaction rating of 85%, ahead of Virgin Australia on 80% and well ahead of subsidiary Jetstar on 49%. The dual victories in April mark the first time this year Qantas has won both domestic categories and put Qantas in with a good chance of taking out both Annual Roy Morgan Customer Satisfaction Awards for 2019.

CORPORATES
ROY MORGAN LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, JETSTAR AIRLINES PTY LTD