CONSUMER SATISFACTION – AUSTRALIA

Industry funds the likely beneficiaries of proposed superannuation changes

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jan-19

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 November 2018, compared with 57.2% for retail super funds. Satisfaction with industry funds has increased by 2.6% over the last year, while satisfaction with retail funds has declined by 0.3%. Eight of the top 10 performing funds, based on satisfaction with financial performance, were industry funds over the six months to November. The highest rating was for Catholic Super with 70.5%, followed by Unisuper on 69.7%. The only retail funds to make it into the top 10 were ASGARD with 65.1% and Macquarie with 63.7% satisfaction, but both were below the average of 65.5% for the top 10. These are the latest findings from Roy Morgan’s ‘Satisfaction with Financial Performance of Superannuation in Australia Report’ November 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, CATHOLIC SUPER, UNISUPER LIMITED, ASGARD SUPER, MACQUARIE SUPER

Satisfaction with banks remains positive and above the long term average

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Jan-19

New results from Roy Morgan shows that customer satisfaction with Australia’s banks rose to 78.1% in the six months to November 2018, compared with 78.0% in the six months to October. This represents the first positive monthly move in satisfaction since prior to the start of the Finance Royal Commission in January. Satisfaction with banks remains above the long-term average of 74.3% calculated since 2001 and well up on the 58.7% in January 2001. Of the 10 largest consumer banks, ING with 88.8% satisfaction (up 3.6% points from January) and Bendigo Bank on 88.5% (up 0.1% point), were the only ones to show improvements in satisfaction during the Royal Commission. Westpac showed the biggest decline (down 5.5% points). The CBA retains its position of having the highest satisfaction among the big four with 76.7%, followed by NAB (74.6%), ANZ (74.3%) and Westpac (72.4%). Roy Morgan’s ‘Customer Satisfaction-Consumer Banking in Australia November 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

Bunnings enters Christmas period on top for satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 17-Dec-18

New research from Roy Morgan shows that 89.8% of Australian hardware store customers were satisfied in the 12 months to October 2018, an increase of 2.4% year-on-year. Satisfaction with market leader Bunnings increased 1% point to 90%, holding off an increase of 2% by Mitre 10 to 89%. Home Hardware is in third place on 88% (down 1% for the year), followed by True Value Hardware on 83%. These are the latest results from Roy Morgan’s ‘Hardware Store Satisfaction Report’, which is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their homes, including over 9,000 interviews with people who have shopped in a hardware store in the last four weeks.

CORPORATES
ROY MORGAN LIMITED, BUNNINGS GROUP LIMITED, MITRE 10 LIMITED, HOME HARDWARE, TRUE VALUE HARDWARE LIMITED

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