CONSUMER SATISFACTION – AUSTRALIA

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

Bank customer satisfaction and NPS slip further during Finance Royal Commission

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

New results from Roy Morgan shows that bank customer satisfaction in Australia has dropped from 82.3% in January 2018, prior to the Finance Royal Commission, to 78.5% in May and 78.3% in June. Bank customer satisfaction is now at the lowest monthly level since April 2012, but it still remains above the long-term average of 73.8% since 2001, and well up on the 60.0% in January 2001. Roy Morgan’s Net Promoter Score for banks has declined in line with satisfaction, going from 0.49 in January to minus 4.03 in June. ING had the highest level of customer satisfaction of the 10 largest banks in the six months to June, at 88.6% (up 0.5% points over the last 12 months), ahead of Bendigo Bank with 87.7% (down 0.9% points over the year). CBA remained the leader among the big four banks with a customer satisfaction rating of 78.3%. All of the big four showed declines in satisfaction over the year. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia June 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, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

Bunnings satisfies most customers

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

New research from Roy Morgan shows that 89.5% of Australian hardware store customers were satisfied in the 12 months to May 2018, an increase of 2.2% year-on-year. Bunnings had the highest level of customer satisfaction, at 89.8% (up 1.3%), followed by Home Hardware on 89.4% (up 1.5%) and Mitre 10 on 88.1% (up 0.1%). 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 own 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, HOME HARDWARE, MITRE 10 LIMITED, TRUE VALUE HARDWARE LIMITED

Rockmans, Jeanswest, Sportsgirl & Just Jeans lead for customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

Rockmans has won Roy Morgan’s Clothing Store Customer Satisfaction Award for May 2018, with a customer satisfaction rating of 91.9% (up 3.1% in the last 12 months). It is followed by Jeanswest on 91.3% (up 2.4%) and Sportsgirl on 90.1% (up 1.9%). The biggest improver over the last year is Just Jeans, which has improved its customer satisfaction by 8.3% to 89.1%, just ahead of another big improver, Katies (up 6.2% to 89%). Roy Morgan CEO Michele Levine notes that Roy Morgan’s recent surveys on "Trust" and "Distrust" have revealed that retailers consistently perform strongly as one of the most trusted industries in Australia.

CORPORATES
ROY MORGAN LIMITED, ROCKMANS STORES LIMITED, JEANSWEST CORPORATION PTY LTD, SPORTSGIRL, JUST JEANS PTY LTD, KATIES FASHIONS (AUSTRALIA) PTY LTD

Satisfaction up for discount department stores

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Jul-18

A Roy Morgan Single Source survey shows that 87.3% of customers of Australian discount department stores were satisfied in the year to May 2018, an increase of 0.6% over the previous 12 months. Kmart and Target had the highest customer satisfaction rating (both on 88.2%). Kmart improved by 0.7% over the last 12 months and Target was up by 0.6%. They were followed by Costco (87.0%), Big W (86.6%), Best & Less (86.0%), Target Country (84.8%) and Harris Scarfe (83.3%). The only stores to decline in satisfaction over the last 12 months were Harris Scarfe (down 5.2% points) and Costco (down 2.1% points). Roy Morgan’s "Discount Department Store Satisfaction Report" is based on in-depth interviews conducted face-to-face with over 50,000 Australians per annum in their own homes.

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

Foodland leads, Woolworths the biggest improver

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Original article by Roy Morgan
Market Research Update – Page: Online : 2-Jul-18

A Roy Morgan Single Source survey shows that customer satisfaction with Foodland in the six months to May was 95.5%. It was again the top performer among the big five supermarkets, despite showing a decline of 2.3% points over the last 12 months. Aldi had a customer satisfaction rating of 91.8%, followed by Woolworths (90.0%), Coles (88.5%) and IGA (85.4%). 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 AUSTRALIA LIMITED, ALDI STORES SUPERMARKETS PTY LTD, WOOLWORTHS SUPERMARKETS, COLES SUPERMARKETS AUSTRALIA PTY LTD, IGA

Bank customer satisfaction declines during the Finance Royal Commission

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Jun-18

New research from Roy Morgan shows that bank customer satisfaction has dropped from 82.3% in January 2018, prior to the Finance Royal Commission, to 78.5% in May. This is the lowest monthly satisfaction level since May 2012, but it remains ahead of the long-term average of 74.0% calculated since 2001. The survey also shows that the level of dissatisfaction with banks has increased from 4.6% in January to 6.2%, and is now at the highest level since April 2012. These are the latest findings from the Roy Morgan Single Source survey, which includes over 4,000 interviews per month with bank customers.

CORPORATES
ROY MORGAN LIMITED