CONSUMER SATISFACTION – AUSTRALIA

Satisfaction with banks up in December

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Original article by Roy Morgan
Market Research Update – Page: Online : 31-Jan-18

New research from Roy Morgan shows that customer satisfaction with banks in the six months to December 2017 was 80.8%, up from 80.6% in November. Despite many fluctuations in satisfaction over the last two decades, the current result represents a continuation of the generally positive trend that we have seen since 2001, when satisfaction with banks was only 58.5%. The Commonwealth Bank had the highest customer satisfaction rating of the big four in December (unchanged at 79.6%), followed by NAB (up 0.3% to 78.6%). However, Bendigo Bank (up 0.7% to 88.8%) had the highest customer satisfaction rating among the 10 largest consumer banks.

CORPORATES
ROY MORGAN LIMITED, 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, BENDIGO BANK, BANK OF QUEENSLAND LIMITED – ASX BOQ, ING BANK (AUSTRALIA) LIMITED, BANK OF WESTERN AUSTRALIA LIMITED, ST GEORGE BANK LIMITED, SUNCORP BANK

Satisfaction with electricity providers declining

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

A Roy Morgan Single Source survey shows that customer satisfaction with electricity providers was 57.6% in the year to November 2017, compared with 61.8% in the previous 12 months. Red Energy (with a satisfaction rating of 68.2%) remains in top position among the largest providers, narrowly ahead of Lumo Energy (67.4%) and Simply Energy (65.6%). Both of the largest players showed a drop in satisfaction, with Origin down 7.9% points (to 57.6%) and AGL down 2.6% points (to 62.5%). The survey also shows that approximately 1.2 million households are considering switching electricity providers over the next 12 months, up from around one million in early 2017.

CORPORATES
ROY MORGAN LIMITED, RED ENERGY PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, SIMPLY ENERGY, ORIGIN ENERGY LIMITED – ASX ORG, AGL ENERGY LIMITED – ASX AGL, ERGON ENERGY CORPORATION LIMITED, AURORA ENERGY PTY LTD

JB Hi-Fi wins again, but Freedom biggest improver

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

A Roy Morgan Single Source survey shows that JB Hi-Fi is again Australia’s leading electrical and furniture retailer, with a customer satisfaction rating of 90.9% in November 2017. JB Hi-Fi’s customer satisfaction improved 0.5% from a year ago to hold off a fast improving Ikea on 89.6% (up 5.2% from a year ago), and ahead of JB Hi-Fi stablemate The Good Guys on 88.7%. However, the biggest improver over the past year was Freedom, which increased its customer satisfaction rating by 6.4% to 81.8% in November – its highest rating since April 2014. Roy Morgan CEO Michele Levine says JB Hi-Fi is in the box seat to win its fourth Roy Morgan Annual Customer Satisfaction Award at the 2017 Awards in February, adding that between them JB Hi-Fi and The Good Guys have won a total of 8 Annual Roy Morgan Customer Satisfaction Awards since 2011.

CORPORATES
ROY MORGAN LIMITED, JB HI-FI LIMITED – ASX JBH, IKEA TRADING PTY LTD, THE GOOD GUYS, FREEDOM FURNITURE, FANTASTIC FURNITURE, STEINHOFF INTERNATIONAL HOLDINGS LIMITED

Spendless Shoes tops The Athlete’s Foot

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Original article by Roy Morgan
Market Research Update – Page: Online : 22-Jan-18

A Roy Morgan Single Source survey shows that Spendless Shoes has Australia’s most satisfied shoe store customers, with a customer satisfaction rating of 86.7% in November 2017. This is a significant increase of 3.5% from a year ago. The Athlete’s Foot is close behind with a customer satisfaction rating of 86.4%, up 3.8% on a year ago. Betts/Betts Kids also has a customer satisfaction rating of 86.4%, up 16.9% over the last 12 months. In fact, all five leading shoe stores in Australia increased their customer satisfaction over the last 12 months, including fourth-placed Mathers on 84.7% and previous Annual award winners Williams The Shoemen just behind on 84.4%. Roy Morgan CEO Michele Levine says the closeness of the results in November, with all leading shoe stores scoring customer satisfaction ratings above 80%, shows the intensely competitive nature of the industry as retailers Australia-wide deal with the entry of US retail giant Amazon.

CORPORATES
ROY MORGAN LIMITED, SPENDLESS SHOES PTY LTD, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, BETTS, BETTS KIDS, MATHERS SHOES PTY LTD, WILLIAMS THE SHOEMEN, AMAZON.COM INCORPORATED

Rebel well placed to take on Decathlon

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Original article by Roy Morgan
Market Research Update – Page: Online : 22-Jan-18

A Roy Morgan Single Source survey shows that Rebel is again Australia’s leading sports store, with a customer satisfaction rating of 89.2% in November 2017. This is up 3.0% from a year ago, as competition hots up in Australia’s sporting goods market. Closest rival Sports Power also scored an impressive customer satisfaction rating of 86.5% in November, up 2.5% over the past year, while Sportsco had a satisfaction rating of 73.7%. French sports store giant Decathlon entered the Australian sporting goods market in 2016 with an online presence, and the Decathlon "warehouse" store opened pre-Christmas in suburban Sydney is the first of up to 100 stores Decathlon plans to open in Australia. Roy Morgan CEO Michele Levine says Rebel’s performance in 2017 has been exceptional with the company taking out several monthly Roy Morgan Customer Satisfaction Awards during the year and heavily favoured to build on its successive victories in 2015 and 2016 in the annual Roy Morgan Annual Customer Satisfaction Awards in February.

CORPORATES
ROY MORGAN LIMITED, REBEL SPORT LIMITED, SPORTS POWER, SPORTSCO PTY LTD, DECATHLON

Satisfaction with performance of industry superannuation funds back on top of retail funds

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Jan-18

Roy Morgan’s latest Superannuation Satisfaction Report shows that in November 2017, satisfaction with the financial performance of industry superannuation funds (59.2%) was higher than retail funds (57.5%) for the third consecutive month, after having trailed them for the seven months prior. Satisfaction with self-managed superannuation funds remained the overall leader with 71.9%, despite being down by 2.4% points over the last year. Across the fifteen largest super funds (based on number of members), Qsuper had the highest satisfaction with 70.0%, followed by Cbus (67.4%) and Unisuper (66.4%). The best performer among the largest retail funds was Colonial First State in sixth place overall with a satisfaction rating of 61.2%, followed by MLC (55.8%), BT (55.8%), OnePath (54.7%) and AMP (54.2%).

CORPORATES
ROY MORGAN LIMITED, QSUPER LIMITED, CONSTRUCTION AND BUILDING UNIONS’ SUPERANNUATION FUND, UNISUPER LIMITED, COLONIAL FIRST STATE GROUP LIMITED, MLC LIMITED, ONEPATH AUSTRALIA LIMITED, AMP LIMITED – ASX AMP

Satisfaction with private health insurers continues decline

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Original article by Roy Morgan
Market Research Update – Page: Online : 11-Dec-17

A Roy Morgan Single Source survey has found that satisfaction with Australia’s private health insurers declined to 71.0% in October 2017, down by 0.2% points for the month and 3.4% points below the same time in 2016. This level is now well down on the peak of 76.4% recorded in June 2015 and is the lowest satisfaction rating since 2010. The top fund was Teachers Health with 83.4% satisfaction, followed by TUH Health Fund (82.8%), Defence Health (82.8%), CBHS (82.1%) and Health Partners (80.9%). The only funds to show improvements in satisfaction over the last 12 months were TUH Health Fund (up 3.7% points) and Australian Unity (up 2.1% points). Less than half the members of the major health funds would be "highly likely" (with a score of 8 to 10 on a ten point scale) to recommend their fund to friends or colleagues.

CORPORATES
ROY MORGAN LIMITED, TEACHERS HEALTH FUND, TUH HEALTH FUND, DEFENCE HEALTH LIMITED, CBHS FRIENDLY SOCIETY LIMITED, HEALTH PARTNERS, AUSTRALIAN UNITY HEALTH LIMITED, MEDIBANK PRIVATE LIMITED – ASX MPL, BUPA AUSTRALIA PTY LTD, THE HOSPITAL CONTRIBUTIONS FUND OF AUSTRALIA LIMITED

Insuranceline tops satisfaction among risk and life insurers

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-Dec-17

Insuranceline had the highest customer satisfaction rating among Australia’s 13 largest risk and life insurers in the year to October 2017, according to a Roy Morgan Single Source survey. Insuranceline’s satisfaction rating rose by 5.4% over the year, to 79.2%, which is well above the industry average of 66.2%. Insuranceline was followed by Allianz (75.2%), AIA Australia (73.2%) and Real Insurance (72.6%). The biggest improver during the year was AIA Australia (up 6.6% points), while major brands to show declines in satisfaction over the year were Asteron (down 12.2% points), Zurich (down 9.9% points) and Comminsure (down 4.2% points).

CORPORATES
ROY MORGAN LIMITED, INSURANCELINE HOLDINGS PTY LTD, ALLIANZ AUSTRALIA LIMITED, AIA AUSTRALIA LIMITED, REAL INSURANCE, ASTERON LIFE LIMITED, ZURICH INSURANCE COMPANY, COMMINSURE, ONEPATH AUSTRALIA LIMITED, AMP LIMITED – ASX AMP, MLC LIMITED

Air NZ pips Singapore Airlines, Emirates & Etihad Airways for Customer Satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 21-Nov-17

Air New Zealand is again Australia’s most satisfying international airline, having a customer satisfaction rating of 88.8% in September, according to Roy Morgan Research’s latest survey on the topic. It was followed by Singapore Airlines (88.3%) and Emirates (87.3%). Qantas was again the leading Australian-based international airline, with a customer satisfaction rating of 80.2%, ahead of main rival Virgin Australia on 74.9%. Norman Morris, Industry Communications Director at Roy Morgan Research, notes that Air New Zealand’s rating was unchanged from September 2016.

CORPORATES
AIR NEW ZEALAND LIMITED – ASX AIZ, ROY MORGAN RESEARCH LIMITED, SINGAPORE AIRLINES LIMITED, EMIRATES AIRLINES, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, ETIHAD AIRWAYS, THAI AIRWAYS INTERNATIONAL PUBLIC COMPANY LIMITED, BRITISH AIRWAYS PLC, JETSTAR AIRLINES PTY LTD, TIGER AIRWAYS AUSTRALIA PTY LTD, CATHAY PACIFIC AIRWAYS LIMITED, GARUDA AVIATION PTY LTD

Millennials more than double their share of superannuation funds over the decade

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Market Research Update – Page: Online : 6-Nov-17

A Roy Morgan Single Source survey has found that Millennials’ share of superannuation fund balances has more than doubled between September 2007 (6.4%) and September 2017 (14.6%). All three younger generations recorded gains in superannuation market share over the past 10 years. Meanwhile, for the six months to September 2017, satisfaction with the financial performance of industry funds was 58.5%, compared to retail funds on 56.9%. Retail funds increased their satisfaction rating by 0.7% over the last year, while the satisfaction rating for industry funds fell by 1.4%.

CORPORATES
ROY MORGAN RESEARCH LIMITED