CONSUMER SATISFACTION – AUSTRALIA

CBA on mission to discover if households are satisfied

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Original article by William McInnes
The Australian Financial Review – Page: 33 : 16-Oct-18

The Commonwealth Bank of Australia has developed a Household Satisfaction Index containing 11 components, including work-life balance, civic engagement and education. CBA chief economist Michael Blythe says the Index is something that the bank has been thinking about for a while. He says that while other "satisfaction" surveys are based on what people feel, the CBA’s is based on hard data. Its measurement began in September 2015 and Blythe says it showed an increase in household satisfaction until around mid-2016, and that it has since tracked sideways.

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

Satisfaction with banks declines during Finance Royal Commission but remains positive

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

New research 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 78.9% in the six months to August 2018, which is unchanged from July. The decline of 2.3% points since January has resulted in the lowest satisfaction rating since June 2012, but it remains above the long-term average of 74.2%. Meanwhile, the level of dissatisfaction with banks is low and has increased only marginally from 4.9% in January to 5.7%. The combination of the 15.4% of bank customers who are indifferent to their relationship with their bank (i.e. neither satisfied or dissatisfied) and those who are dissatisfied (5.7%), means that more than one in five (21.1%) bank customers pose a potential threat to customer retention, up from 18.9% in January 2018 but well below the 2001 level of 40.1%. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia August 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

Google wins Mobile Phone Handset of the month for first time

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

Google has won the Roy Morgan Mobile Phone Handset Customer Satisfaction Monthly Award for August 2018. With its Google phones, such as Pixel and Nexus, Google achieved a customer satisfaction rating of 94%, just ahead of long-time favourite Apple iPhone on 92%. The victory for Google is its first in the mobile handset category after launching the Google Pixel in 2013 and the Google Nexus in 2010. Google increased customer satisfaction for its phones by an impressive 6% over the last year; customer satisfaction for Apple iPhone was virtually unchanged (down 1%) and is now level with the other big improver over the past year, Motorola (up 8% to 92%). Meanwhile, analysis shows that Millennials are the most likely generation to have a Google phone. Over 40% of Google phones in Australia are owned by Millennials.

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

Satisfaction with Industry Superannuation Funds lead Retail Funds at top end

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

New results from Roy Morgan shows that in the six months to August 2018, satisfaction with the financial performance of industry superannuation funds was 71.5% for all balances over $100,000. This compares with a satisfaction rating of 63.0% for retail funds with balances of at least $100,000. Over the last 12 months, industry funds had an overall gain in satisfaction of 3.9% points, ahead of the 0.9% point improvement for retail funds. The biggest improvement for industry funds was in the $700,000+ segment, where satisfaction improved by 6.4% points. Retail funds only showed improved satisfaction for balances below $250,000 and declining satisfaction for higher balances, where 64.5% of the superannuation funds are held. These are the latest findings from Roy Morgan’s "Satisfaction with Financial Performance of Superannuation in Australia Report", 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

Costco tops for discount department store satisfaction

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

New research from Roy Morgan shows Costco as Australia’s leading discount department store with a customer satisfaction of 88.6% in July, just ahead of rivals Target on 88.5% and Kmart on 88.4%. The impressive ratings for the industry underlie that 87.5% of customers of discount department stores are satisfied, an increase of 1.1% points over the year. All five leading discount department stores increased their customer satisfaction, with the biggest improvement over the past year coming from Best & Less, which rose 1.8% year on year for a customer satisfaction rating of 86.4. 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.

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

Singapore Airlines best for international airline customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Aug-18

Singapore Airlines has won Roy Morgan’s International Airlines Customer Satisfaction Award for July, with a customer satisfaction rating of 88%. It is followed by rivals Cathay Pacific and Emirates (both on 84%) and Air New Zealand (82%). Qantas is the leading Australian international airline, with a customer satisfaction rating of 80%, just in front of main rival Virgin Australia on 78%. Roy Morgan CEO Michele Levine says Singapore Airlines is on track to win its first Annual Roy Morgan International Airline Customer Satisfaction Award since 2015.

CORPORATES
ROY MORGAN LIMITED, SINGAPORE AIRLINES LIMITED, CATHAY PACIFIC AIRWAYS LIMITED, EMIRATES AIRLINES, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH

Qantas edges out Virgin Australia for customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Aug-18

Qantas has won Roy Morgan’s Domestic Airline Customer Satisfaction Award for July with a customer satisfaction rating of 84%, just ahead of key rival Virgin Australia on 83%. Regional airline REX on 77% edged out Qantaslink on 76% for third place. Qantas has also won the monthly customer satisfaction award for domestic business travel with a customer satisfaction rating of 79.4%, ahead of Virgin Australia on 78.8% and Jetstar on 58%. Roy Morgan CEO Michele Levine says the victories for Qantas in the monthly customer satisfaction award come as Australia is set to welcome a new Prime Minister who knows a thing or two about tourism. Scott Morrison is a former Managing Director of Tourism Australia.

CORPORATES
ROY MORGAN LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, REGIONAL EXPRESS AIRLINES, QANTASLINK, JETSTAR AIRLINES PTY LTD, AUSTRALIA. DEPT OF THE PRIME MINISTER AND CABINET, TOURISM AUSTRALIA PTY LTD

Williams top shoe store ahead of The Athlete’s Foot

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Original article by Roy Morgan
Market Research Update – Page: Online : 13-Aug-18

A Roy Morgan Single Source survey shows that Williams has Australia’s most satisfied shoe store customers, with a customer satisfaction rating of 90.4% in June 2018, an increase of 8% from a year ago. The Athlete’s Foot improved its customer satisfaction by 3% from a year ago to 89.6%, while customer satisfaction for third-placed Spend-less Shoes declined by 5% over the last year to 81%. Analysing shows that nearly 1.4 million Australians shop at a shore store in an average four weeks. Over three-fifths of shoppers at Australian shoe stores are women, equating to around 830,000 shoppers, compared to only 540,000 men.

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

Satisfaction with electricity providers declining

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jul-18

New results from Roy Morgan show that customer satisfaction with electricity providers in Australia was only 56.6% in the 12 months to May 2018, down from 60.4% in the year to May 2017. Roy Morgan’s Net Promoter Score for electricity providers is now at minus 47.6. These low satisfaction and NPS levels show why 2.1 million customers are considering switching over the next 12 months. Red Energy has the highest satisfaction rating among the largest providers, at 70.0%, narrowly ahead of Simply Energy (65.0%) and Energy Australia (64.4%). Meanwhile, 43.7% of customers who are "very dissatisfied" with their electricity provider say that they are either "very likely" or "fairly likely" to switch companies in the next 12 months, while 36.0% of those who are "fairly dissatisfied" say they are likely to switch in the next 12 months. Roy Morgan’s "Customer Satisfaction – Electricity Providers Report" is based on 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, RED ENERGY PTY LTD, SIMPLY ENERGY, ENERGYAUSTRALIA PTY LTD

Autobarn overtakes Supercheap Auto for Auto store satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Jul-18

Autobarn has won Roy Morgan’s Auto Store Customer Satisfaction Award for June 2018, with a customer satisfaction rating of 90.1%. Autobarn has increased its customer satisfaction by 8.2% over the last year, and it has now won three monthly customer satisfaction awards in 2018. Runner-up Supercheap Auto has also increased its customer satisfaction over the last year (up 2.8% to 88.4%) while third-placed Repco has seen a decline in customer satisfaction (down 1.5% to 84.1%). Analysis shows that more than three million Australians shop at an Auto store in an average month; over 70% (2.16 million) are men, while less than 30% are women (920,000). The generations most likely to shop at Auto Stores are Generation X (840,000), Baby Boomers (800,000) and Millennials (730,000); these three generations comprising over three-quarters of the overall Auto Store market.

CORPORATES
ROY MORGAN LIMITED, AUTOBARN PTY LTD, SUPER CHEAP AUTO, REPCO