CONSUMER SATISFACTION – AUSTRALIA

Industry Funds satisfy top investors

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

A Roy Morgan Single Source survey has found that industry superannuation funds had the highest level of customer satisfaction among Australians aged +14 with account balances of more than $5,000 in the six months to April 2018. Retail funds showed the highest relative performance among funds with less than $5,000, although these accounts only represent 0.1% of the monetary value of the super market. Industry funds also had the highest satisfaction among members with account balances of $700,000 or more. Among the top 15 funds, QSuper has the highest level of satisfaction (72.3%), followed by Unisuper (69.1%) and VicSuper (67.9%).

CORPORATES
ROY MORGAN LIMITED, QSUPER LIMITED, UNISUPER LIMITED, VICSUPER PTY LTD

Dan Murphy’s holds off surge in Cellarbrations satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 1-Jun-18

Dan Murphy’s has won the Roy Morgan Liquor Store Monthly Customer Satisfaction Award for April, with a customer satisfaction rating of 94.5%. The win for Dan Murphy’s tops off a hat-trick of wins for the retailer over the last three months, just ahead of rival Cellarbrations on 93.8%. The current top five most satisfying liquor stores have improved their customer satisfaction ratings over the last 12 months. Dan Murphy’s is up 3.1ppts while second-placed Cellarbrations is up 12.4ppts – an average improvement of over 1ppt per month. Analysing the broader liquor store chains shows that Woolworths-owned Endeavour Drinks Group has a group customer satisfaction of 92.4%, just behind Metcash’s Australian Liquor Marketers (ALM) on 93%.

CORPORATES
ROY MORGAN LIMITED, DAN MURPHY’S, CELLARBRATIONS, ALDI LIQUOR, FIRST CHOICE LIQUOR SUPERSTORE, IGA LIQUOR, BWS – BEER WINE SPIRITS, CELLARMASTER WINES PTY LTD, ENDEAVOUR DRINKS GROUP, WOOLWORTHS LIQUOR, METCASH LIMITED – ASX MTS, AUSTRALIAN LIQUOR MARKETERS PTY LTD, THE BOTTLE-O, PORTER’S LIQUOR, COLES GROUP LIMITED, LIQUORLAND (AUSTRALIA) PTY LTD, COLES LIQUOR, VINTAGE CELLARS (AUSTRALIA) PTY LTD, LIQUOR MARKET

Bendigo Bank customers are most satisfied of the largest banks

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

New research from Roy Morgan shows that customer satisfaction with Australia’s banks in the six months to March 2018 was 80.9%, down from 81.0% in February. This level still represents a positive result when seen in the context of the long-term monthly average of 73.8% since 2001. Bendigo Bank retained the highest satisfaction rating among the 10 largest consumer banks with 87.5% (down slightly from 87.8% in February). BankWest showed the biggest improvement in satisfaction, up 0.9% to 84.6%, followed by ING (up 0.8% to 87.1%), St. George (up 0.7% to 84.6%) and ANZ (up 0.3% points to 78.7%).

CORPORATES
ROY MORGAN LIMITED, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, ST GEORGE BANK LIMITED, BANK OF WESTERN AUSTRALIA LIMITED, BANK OF QUEENSLAND LIMITED – ASX BOQ, WESTPAC BANKING CORPORATION – ASX WBC, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ

Donut King hits on winning formula for satisfying customers

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-May-18

Donut King has won Roy Morgan’s customer satisfaction award for March 2018, with a customer satisfaction rating of 87%. It was Donut King’s first monthly customer satisfaction victory for coffee/doughnut stores since July 2015. Stablemate Michel’s Patisserie was ranked second on 83.8%, and it was the only leading coffee/doughnut store to improve customer satisfaction over the past year (up 5.9%). Muffin Break was third on 83.5%, and it has experienced the biggest fall (6.6%) since March 2017. Leading Australian retailer Retail Food Group, which owns both Donut King and Michel’s Patisserie, has performed exceptionally well early in 2018 with a third franchisee, Gloria Jean’s, in fourth position with a customer satisfaction rating of 79.9%.

CORPORATES
ROY MORGAN LIMITED, DONUT KING, MICHEL’S PATISSERIE, MUFFIN BREAK PTY LTD, GLORIA JEAN’S COFFEES PTY LTD, RETAIL FOOD GROUP LIMITED – ASX RFG

Grill’d cooks competition with superior customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 30-Apr-18

A Roy Morgan Single Source survey shows that 12 million Australians aged 14+ visited a quick service restaurant in an average four-week period in the year to March 2018. Gourmet burger outlet Grill’d has topped the satisfaction ratings in each of the first three months of 2018, and it was a clear monthly winner in March with a customer satisfaction rating of 91.3%. It was followed by Crust (87.9%), Subway (87.5%), Fasta Pasta (86.6%) and Mad Mex (86.2%). Red Rooster (up 6.5%) has recorded the biggest improvement in satisfaction over the last 12 months, followed by Pizza Hut (up 6.2%) and Hungry Jack’s (up 3.1%). Those showing the largest declines in satisfaction were Pizza Capers (down 18.7%), La Porchetta (down 13%), Guzman y Gomez (down 7.4%) and Oporto (down 6.1%).

CORPORATES
ROY MORGAN LIMITED, GRILL’D PTY LTD, CRUST GOURMET PIZZA BAR PTY LTD, SUBWAY SANDWICHES PTY LTD, FASTA PASTA FAMILY RESTAURANTS PTY LTD, MAD MEX FRANCHISING PTY LTD, RED ROOSTER FOODS, PIZZA HUT AUSTRALIA, HUNGRY JACK’S PTY LTD, PIZZA CAPERS, LA PORCHETTA, GUZMAN Y GOMEZ PTY LTD, OPORTO PTY LTD

Tasplan, CARE Super and IOOF lead monthly super satisfaction

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

The Roy Morgan Superannuation Satisfaction Report shows that average customer satisfaction with Australian superannuation funds was 61.1% in the six months to March 2018. This is on par with the average satisfaction level for Industry funds. Retail funds sit below the average at 60.1%, and satisfaction with major retail funds (consisting of ANZ, CBA, NAB and Westpac) is 58.7%. Average satisfaction with Public Sector funds and Self-Managed Superannuation funds is 72.6% and 73% respectively. Meanwhile, Tasplan has the highest satisfaction level of all superannuation funds, at 74.6%, ahead of CARE Super (71%) and retail fund IOOF (69.9%).

CORPORATES
ROY MORGAN LIMITED, TASPLAN LIMITED, CARE SUPER PTY LTD, IOOF HOLDINGS LIMITED – ASX IFL, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, WESTPAC BANKING CORPORATION – ASX WBC, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB

RACT leads general insurance satisfaction

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

The Roy Morgan General Insurance Satisfaction report shows that 79.2% of Australians were satisfied with their general insurer in February 2018, down 0.4% from the same time in 2017. RACT has the highest level of customer satisfaction within the general insurance industry, at 93.5%; it is followed by Defence Service Homes Insurance (91.1%) and AMP (90.8%).

CORPORATES
ROY MORGAN LIMITED, RACT INSURANCE PTY LTD, DEFENCE SERVICE HOMES INSURANCE SCHEME, AMP LIMITED – ASX AMP

My Chemist wins pharmacy customer satisfaction again

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

My Chemist is again the industry leader for Australian pharmacies early in 2018, with a customer satisfaction rating of 90.4% in February. It has won the Roy Morgan pharmacy customer satisfaction award for both January and February. My Chemist also won the Annual Roy Morgan Pharmacy/Chemist Customer Satisfaction Award for the first time in 2017. Close behind My Chemist in February were December 2017 monthly winner Discount Drug Stores with a customer satisfaction rating of 89.8%, rivals Priceline on 89.3% and newly-merged TerryWhite Chemmart on 89.0%.

CORPORATES
ROY MORGAN LIMITED, MY CHEMIST PTY LTD, DISCOUNT DRUGSTORES PTY LTD, PRICELINE PHARMACY, TERRYWHITE CHEMMART

Qantas flies with high customer satisfaction early in 2018

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

A Roy Morgan Single Source survey shows that Qantas has built on a successful 2017 by again being rated Australia’s most satisfying domestic airline in February 2018, with a customer satisfaction rating of 86.4%. This is just ahead of stablemate Qantaslink on 86.1% and clearly ahead of key rival Virgin Australia on 83.2%. All three are well ahead of smaller carrier REX (Regional Express) with a customer satisfaction rating in February of 77.1% and budget airlines Jetstar on 64.1% and Tigerair on 61.4%. Qantas also leads the way for domestic business travellers with a customer satisfaction rating of 85.2%, ahead of Virgin Australia on 81.5% and well ahead of Jetstar on 65.5%. Qantas won the Annual Roy Morgan Customer Satisfaction Awards for both the Domestic Airline and Domestic Business Airline of the year for the fourth straight year in 2017.

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

Industry funds satisfying more at the top end

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

A Roy Morgan Single Source shows that in February 2018, superannuation fund members with $250,000 or more had higher satisfaction with the financial performance of their industry funds compared to those belonging to either retail funds or those with a self-managed super fund. The highest satisfaction for industry funds was for those members with balances of $700,000 or more where they scored 87.8%, well ahead of SMSFs (82.5%) and retail funds (80.2%). Meanwhile, satisfaction with the financial performance of retail funds (61.4%) was higher than industry funds (49.7%) in accounts with balances of less than $5,000. For all other balances industry funds had higher satisfaction than retail funds. Of the 15 largest funds, QSuper with a satisfaction rating of 73.3% was well ahead of second-placed Cbus (68.2%) and UniSuper (67.8%).

CORPORATES
ROY MORGAN LIMITED, QSUPER LIMITED, CONSTRUCTION AND BUILDING UNIONS’ SUPERANNUATION FUND, UNISUPER LIMITED