CONSUMER SATISFACTION – AUSTRALIA

Foodland edges out Aldi for customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 10-Dec-18

New research from Roy Morgan shows that customer satisfaction with Foodland in the six months to October was 91%, giving the South Australia-based supermarket a third straight monthly win ahead of Aldi on 89%. Coles is on 85%, just ahead of Woolworths on 84% with IGA taking fifth position on 80%. The overall supermarket customer satisfaction across the industry was 85%, representing an overall decline of 6% in customer satisfaction compared to this time a year ago. These are the latest results from Roy Morgan’s ‘Retail Satisfaction Report-Supermarkets’, 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 11,000 main supermarket shoppers.

CORPORATES
ROY MORGAN LIMITED, FOODLAND SUPERMARKETS, ALDI STORES SUPERMARKETS PTY LTD, COLES SUPERMARKETS AUSTRALIA PTY LTD, WOOLWORTHS SUPERMARKETS, IGA

Fasta Pasta retains top spot for customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 10-Dec-18

Fasta Pasta has held off strong competition from the Grill’d burger chain in October to win its fourth monthly Roy Morgan Customer Satisfaction Award in a row. The quick-serve Italian food chain, which operates mainly in South Australia and Queensland, had a 95% total satisfaction rating – the proportion of customers who were ‘very’ or ‘fairly’ satisfied with their store experience. The Satisfaction Awards are based on data collected as part of Roy Morgan’s Single Source Survey, which involves in-home, face-to-face interviews with more than 50,000 respondents per year, including more than 8,000 answering detailed questions on their experience of quick-service restaurants.

CORPORATES
ROY MORGAN LIMITED, FASTA PASTA FAMILY RESTAURANTS PTY LTD, GRILL’D PTY LTD

Mortgage customer satisfaction highest when obtained directly from bank branch

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Original article by Roy Morgan
Market Research Update – Page: Online : 7-Dec-18

New research from Roy Morgan shows that Australian home loan customers who obtained their loan in person at a bank branch had a satisfaction rating of 78.7% in the six months to October 2018, compared to 74.2% for customers who used a mortgage broker. Other channels also had lower satisfaction, including mobile bankers (75.3%) and telephone (77.7%). It is important to note that even among more recent home loans (held for under six years), satisfaction with going into a branch to obtain the loan was 80.9% compared to 76.1% for mortgage brokers. The satisfaction of mortgage broker customers of the big four banks is well below the rating given by those that have obtained their loan in person at a branch. The biggest gap in satisfaction is among ANZ mortgage customers, where those using a broker have only 63.4% satisfaction, compared to 76.2% for those who used a branch directly. Of the major home loan banks, Bendigo Bank is clearly the satisfaction leader when dealing in person at a branch with 91.2%. Satisfaction with home loan customers using mortgage brokers is highest for St George (86.9%). Roy Morgan’s Single Source survey is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 12,000 mortgage holders.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, BENDIGO BANK, ST GEORGE BANK LIMITED

Discount Drug Stores takes the lead in satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 3-Dec-18

Discount Drug Stores has taken out Roy Morgan’s pharmacy customer satisfaction award for October 2018, with 91.4% of its customers reporting that they were ‘very’ or ‘fairly’ satisfied with their shopping experience in the chain’s stores. Its nearest competitor was Priceline Pharmacy, with a total satisfaction rating of 90.4%, followed by Amcal/Amcal Max with an overall satisfaction rating of 90%. Breaking down the satisfaction data by age, the group with the highest level of satisfaction with an individual pharmacy brand was the ‘pre-Baby Boomers’, 96% of whom were ‘very’ or ‘fairly’ satisfied with Soul Pattinson. Satisfaction scores use 12-month moving averages to smooth out data volatility, and are based on the Roy Morgan Single Source survey which involves more than 50,000 detailed face-to-face interviews a year with householders in their own homes, including 15,040 in the past year who rated their pharmacy experience.

CORPORATES
ROY MORGAN LIMITED, DISCOUNT DRUGSTORES PTY LTD, PRICELINE PHARMACY, AMCAL PTY LTD, AMCAL MAX, SOUL PATTINSON

Industry Superannuation Funds increase satisfaction lead

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Nov-18

New findings from Roy Morgan show that the level of satisfaction with the financial performance of industry superannuation funds was 61.8% in the six months to October 2018, compared with 58.2% for retail super funds. Satisfaction with industry funds has increased by 2.7% over the last year, compared to a gain of 1.3% points for retail funds. The only area where retail funds have higher satisfaction than industry funds is for balances below $5,000, where they lead marginally with 49.0% compared to 48.6%. However, this segment is of little current value as it only holds 0.1% of the total market value, despite having 10.9% of customers. These are the latest findings from Roy Morgan’s "Satisfaction with Financial Performance of Superannuation in Australia Report October 2018", 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.

CORPORATES
ROY MORGAN LIMITED

Satisfaction with banks declines further in October

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Nov-18

New results from Roy Morgan shows that customer satisfaction with Australia’s banks fell to 78.0% in the six months to October 2018, compared with 78.5% in the six months to September. Satisfaction with banks was 81.2% in the six months to January 2018, prior to the Finance Royal Commission. The decline of 3.2% since January has resulted in the lowest satisfaction with banks in seven years, although it remains above the long-term average and is much higher than the 58.7% recorded in 2001. Satisfaction with the four major banks has fallen to 75.0%, down from 79.2% in the six months to January. However, satisfaction among customers of other banks has declined by only 1% over the same period, leaving them with an overall customer satisfaction rating of 83.9%. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia October 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

Electricity customer satisfaction continues to slide

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Oct-18

New research from Roy Morgan shows that 60.9% of Australians were "very" or "fairly" satisfied with their electricity provider in the year to September 2018, compared with 61.7% in the year to September 2017. Simply Energy had the highest customer satisfaction rating, with 67% of customers saying they were "very" or "fairly" satisfied, followed by Red Energy (66%) and Alinta (63%). The three biggest providers, Energy Australia, AGL and Origin, had relatively low satisfaction levels of 60%, 60% and 59% respectively. The latest "Customer Satisfaction – Electricity Providers Report" is based on Roy Morgan’s Single Source survey, which includes in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 14,000 interviews with people who rated their satisfaction with their electricity connection.

CORPORATES
ROY MORGAN LIMITED, SIMPLY ENERGY, RED ENERGY PTY LTD, ALINTA ENERGY (AUSTRALIA) PTY LTD, ENERGYAUSTRALIA PTY LTD, AGL ENERGY LIMITED – ASX AGL, ORIGIN ENERGY LIMITED – ASX ORG

Donut King & Michel’s Patisserie top two for satisfying customers

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Oct-18

Donut King has won Roy Morgan’s Coffee/Doughnut Store Customer Satisfaction award for September 2018, with a customer satisfaction rating of 89% (up 3% in the last year). It is followed by stablemate Michel’s Patisserie on 86% (up 6%) and Muffin Break on 84% (down 3%). Meanwhile, new research from Roy Morgan shows that 27.4% of Australians aged 14+ (nearly 5.6 million people) shop at coffee/doughnut stores in an average four weeks. Despite not featuring in the top five stores for customer satisfaction, McCafe is the most visited coffee/doughnut store with nearly 2.3 million visitors in an average four weeks. Other popular coffee/doughnut stores include Coffee Club (visited by over 1.3 million) and Gloria Jean’s (visited by nearly 1.1 million). Analysing the demographic profile of Australia’s leading coffee/doughnut stores shows that women are more likely to visit such stores across the board than men but that there are significant differences between the age profiles of the different stores.

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

Google wins Mobile Phone Handset of the month – two in a row

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Oct-18

Google has won the Roy Morgan Mobile Phone Handset Customer Satisfaction Monthly Award for September 2018, following its win in August. Google phones achieved a customer satisfaction rating of 95%, ahead of Apple iPhone and newcomer Oppo (both on 92%). Close behind the top three mobile handsets for customer satisfaction in September are Motorola and Samsung, both with a customer satisfaction rating of 90% and little changed on a month ago. Roy Morgan CEO Michele Levine says the high customer satisfaction ratings for Google phones and Oppo are providing a renewed level of competition in an industry that has been dominated by Apple and Samsung for nearly a decade.

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

Satisfaction with banks declines during Finance Royal Commission – Big four hit hardest

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

New results from Roy Morgan shows that bank customer satisfaction has declined from 81.2% in the six months to January 2018, prior to the Finance Royal Commission, to 78.5% in the six months to September 2018. This decline of 2.7% points was mainly due to a drop in satisfaction of 3.6% points (to 75.6%) for the big four banks, compared to an overall decline of only 0.7% points for all other banks (to 84.2%). Among the 10 largest consumer banks, Bendigo Bank has the highest satisfaction with 88.8%, followed by ING (88.0%) and Bank of Queensland (87.2%). The best of the big four is the CBA on 77.1%, followed by NAB (75.3%). The most positive movers in satisfaction ratings since the Royal Commission are ING (up 2.8%) and Bank of Queensland (up 1.4%). All of the big four banks have shown declines in satisfaction over the period, with Westpac showing the greatest decline, down by 5.0% to 72.9%. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia September Report" 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, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, BANK OF QUEENSLAND LIMITED – ASX BOQ, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ