CONSUMER SATISFACTION – AUSTRALIA

JB Hi-Fi leads Ikea & The Good Guys for satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-Oct-17

A Roy Morgan Single Source survey has found that JB Hi-Fi is Australia’s leading furniture and electrical retailer, with a customer satisfaction rating of 90.1% in September 2017. Its customer satisfaction has fallen 1% from a year ago. Behind JB Hi-Fi in second place is an improving Ikea on 88.9%, up 3.1% on a year ago, followed by JB Hi-Fi stablemate The Good Guys on 88.6%. However, the biggest improver in the category over the past year is 2015 Annual winner Betta Home Living/Betta Electrical, which surged 6.9% to a customer satisfaction rating of 88.2%. Harvey Norman rounds out the top 5 with 86.8% of its customers satisfied. Roy Morgan Research CEO Michele Levine says the strong performance of JB Hi-Fi, and recent purchase The Good Guys, sets the two retailers up for a good showing at the 2017 Annual Roy Morgan Customer Satisfaction Awards, due to be held early in 2018.

CORPORATES
ROY MORGAN RESEARCH LIMITED, JB HI-FI LIMITED – ASX JBH, IKEA TRADING PTY LTD, THE GOOD GUYS, BETTA ELECTRICAL PTY LTD, HARVEY NORMAN HOLDINGS LIMITED – ASX HVN

CBA remains satisfaction leader among Australia’s major four banks

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 25-Oct-17

A Roy Morgan Single Source survey has found that customer satisfaction with the Commonwealth Bank of Australia was 79.9% in the six months to September 2017, and despite a decline of 0.3% points from August, it has remained the satisfaction leader among the four major banks since July 2015. Satisfaction with banks overall has declined from 81.7% to 80.8% over the last 12 months. The four major banks in total have declined by 1.0% points to 78.8%, the mutual banks have declined by 0.6% points to 90.0% and the foreign banks are down 0.6% points to 83.1%. Despite these declines, overall bank satisfaction remains well above the long-term average of 73.9% established since 2001. Meanwhile, the mortgage customers of each of the four major banks continue to be a drag on their overall satisfaction, despite historically low home-loan rates. Over the last 12 months, satisfaction among the big four’s home-loan customers has fallen by 0.2% to 75.7%, leaving it well below the satisfaction of non-mortgage customers with 79.6%.

CORPORATES
ROY MORGAN RESEARCH 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

Medibank fails to satisfy members

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Original article by Alice Uribe
The Australian Financial Review – Page: 17 : 24-Oct-17

Morgan Stanley’s latest survey of customer attitudes to health insurance policies has found that 48 per cent were likely to consider changing insurers over the next 12 months, up from 41 per cent. Medibank Private had the lowest percentage of customers who would recommend it to a friend, while 50 per cent of Medibank Private customers indicated they would be likely to "shop around" over the next year, up from 40 per cent.

CORPORATES
MORGAN STANLEY AUSTRALIA LIMITED, MEDIBANK PRIVATE LIMITED – ASX MPL, AHM HEALTH INSURANCE, QANTAS AIRWAYS LIMITED – ASX QAN, AUSTRALIAN ASSOCIATED MOTOR INSURERS LIMITED, SUNCORP GROUP LIMITED – ASX SUN, NIB HEALTH FUNDS LIMITED, HBF HEALTHFUNDS INCORPORATED, THE HOSPITAL CONTRIBUTIONS FUND OF AUSTRALIA LIMITED, AUSTRALIA. DEPT OF HEALTH

The Athlete’s Foot wins for customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 23-Oct-17

A Roy Morgan Single Source survey has found that The Athlete’s Foot had Australia’s most satisfied shoe store customers in August 2017 with a customer satisfaction rating of 87.1%, an increase of 3.9% on a year ago. Close behind are Spend Less Shoes with a customer satisfaction rating of 85.9% and Williams The Shoemen on 83.9% – both of these shoe stores improved their customer satisfaction ratings from a year ago. Roy Morgan Research CEO Michele Levine says achieving high customer satisfaction results is a vital metric for retail businesses looking to maximise customer retention in an increasingly competitive marketplace, and the arrival of giant US retailer Amazon is set to add further pressures for existing retailers.

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

Rebel is Australia’s top sports store for customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 23-Oct-17

A Roy Morgan Single Source survey has found that Rebel Sports is Australia’s leading sports store with a market-leading customer satisfaction rating of 88.4% in August 2017, up 2.7% from a year ago. It is followed by Sports Power (86.8%) and Sportsco (75.8%). However, they have both achieved greater increases in their customer satisfaction ratings than Rebel over the past year. Roy Morgan Research CEO Michele Levine says Rebel Sports’ victory in August builds on consecutive wins in the annual Roy Morgan Customer Satisfaction Awards in 2015-16, and Rebel Sports will be aiming for a "threepeat" in the Sports Store category at the 2017 annual Awards.

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

IGA Liquor tops latest satisfaction ratings

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 20-Oct-17

A Roy Morgan Single Source survey has found that customer satisfaction with IGA Liquor rose by 17.3% to 93.4% in the year to August 2017, which now places it ahead of its major competitors. This is a major turnaround from a year ago, when IGA was ranked ninth and well behind the market leaders. IGA is followed by Dan Murphy’s (92.4%), Aldi Liquor (91.0%) and First Choice Liquor (90.1%). Roy Morgan has developed a segmentation based on a person’s level of non-essential or discretionary expenditure, which includes purchases such as wine, travel and entertainment. The top third of discretionary spenders are "Big Discretionary Spenders" and so represent the largest potential for increased liquor sales. The liquor stores and retailers with the highest proportion of "Big Discretionary Spenders" in their customer base are First Choice Liquor (44.1% of usual customers are "Big Discretionary Spenders"), Dan Murphy’s (43.1%), IGA Liquor (41.8%) and Liquorland (40.6%). This group has the greatest potential to increase sales from their existing customer base.

CORPORATES
ROY MORGAN RESEARCH LIMITED, IGA LIQUOR, DAN MURPHY’S, ALDI LIQUOR, FIRST CHOICE LIQUOR SUPERSTORE, LIQUORLAND (AUSTRALIA) PTY LTD

Kmart leads discount department store satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 13-Oct-17

A Roy Morgan Single Source survey has found that Kmart had a customer satisfaction rating of 87.6% in August 2017, which places it ahead of its major Australian discount department store competitors. Kmart is followed by Costco (87.1%), Target (86.5%), Harris Scarfe (85.9%), Big W (85.3%), Best&Less (84.7%) and Target Country (81.2%). Kmart was ranked fifth a year ago, behind Target, Best&Less, Harris Scarfe and Costco. Kmart has improved its customer satisfaction rating by 1.0% points over the last 12 months, while its major competitors all showed declines, except for Big W which remained unchanged. The biggest declines were for Best&Less (down 2.8% points), Target and Target Country (both down 2.2% points).

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

Myer leads David Jones for satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 9-Oct-17

A Roy Morgan Single Source survey has found that department store group Myer had a customer satisfaction rating of 88.6% in August 2017, ahead of David Jones on 85.1%. Myer has improved its customer satisfaction rating by 2.4% points over the last year, while David Jones showed a decline of 1.5% points. A year ago, David Jones had a satisfaction rating of 86.6%, marginally ahead of Myer (86.2%). The survey also shows that David Jones has its highest customer satisfaction rating among "Pre-Boomers" (those aged 71+) with 89.7%, compared with 87.6% for Myer. Meanwhile, Myer has its highest satisfaction rating (91.0%) among "Generation X" (aged 42 to 56), compared with 86.5% for David Jones.

CORPORATES
ROY MORGAN RESEARCH LIMITED, MYER HOLDINGS LIMITED – ASX MYR, DAVID JONES LIMITED

Mazda drivers most satisfied

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 6-Oct-17

A Roy Morgan Single Source survey has found that Mazda driver satisfaction in the 12 months to July 2017 was 95.3%, making it narrowly the top performer among the 24 major car brands in Australia. Not only was Mazda the satisfaction leader this year but its rating rose by 0.2% points from last year, when it was ranked fourth. Mazda is followed very closely by Volvo (95.2%), Lexus (95.0%), Skoda (94.8%) and Isuzu UTE (94.7%). In fact, the top 20 brands in terms of satisfaction rating are only separated by 3.1% points, making it difficult for any brand to be positioned as the clear market leader. The lowest satisfaction rating across the 24 major brands was Daihatsu with 85.9%, followed by Jeep (88.9%), Holden (89.3%) and Ford (89.8%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, MAZDA AUSTRALIA PTY LTD, VOLVO CAR AUSTRALIA PTY LTD, LEXUS AUSTRALIA, SKODA AUTOMOBILOVA AS, ISUZU UTE AUSTRALIA PTY LTD, DAIHATSU AUSTRALIA PTY LTD, JEEP AUSTRALIA, GM HOLDEN LIMITED, FORD MOTOR COMPANY AUSTRALIA LIMITED

Foodland leads supermarket satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 29-Sep-17

A Roy Morgan Single Source survey has found that customer satisfaction with Foodland in August 2017 was 94.4%, making it the top performer among the big five supermarkets. Foodland was also one of only two supermarkets to increase satisfaction over the last year, with an increase of 0.6% points. Roy Morgan’s "Retail Satisfaction Report-Supermarkets" also shows that both Foodland and Aldi (92.3%), lead Woolworths (90.0%) and Coles (88.4%) in terms of customer satisfaction. IGA is further behind on 84.7%. Meanwhile, of the two major supermarkets, Woolworths main shoppers spend 70.9% with them, compared to Coles main shoppers who spend 67.4% with Coles. Foodland shoppers are narrowly ahead with 71.0% spent at Foodland. Aldi is well behind the other four supermarkets, with only a 55.5% share of their customers spend. Over the last 12 months, IGA showed the biggest improvement in the share of their customers spend (up 4.7% points), followed by Coles (up 2.9% points) and Foodland (up 1.8% points). Those showing declines were Aldi down 3.1% points and Woolworths (down 0.5% points).

CORPORATES
ROY MORGAN RESEARCH LIMITED, FOODLAND AUSTRALIA LIMITED, ALDI STORES SUPERMARKETS PTY LTD, COLES SUPERMARKETS AUSTRALIA PTY LTD, WOOLWORTHS SUPERMARKETS, IGA