CONSUMER SATISFACTION – AUSTRALIA

Millers, Lowes and Noni-B lead for customer satisfaction

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Original article by
Market Research Update – Page: Online : 6-Nov-17

A Roy Morgan Single Source survey has found that Millers had the highest level of customer satisfaction level of any clothing store in September, at 89.7 per cent. It was followed by Lowes, Noni-B, Rockmans and Jeanswest. Millers’ customer satisfaction was up by 2.9 per cent over the past year, while Lowes and Noni B also increased their level of customer satisfaction. Roy Morgan Research CEO Michele Levine notes the clothing store sector is one of the most competitive in Australian retail, so good customer service is all important.

CORPORATES
SPECIALTY FASHION GROUP LIMITED – ASX SFH, LOWES MENSWEAR, NONI B LIMITED – ASX NBL, ROCKMANS STORES LIMITED, JEANSWEST CORPORATION PTY LTD, HENNES OCH MAURITZ AB, ZARA, DEBENHAMS RETAIL PLC, AMAZON.COM INCORPORATED, UNIQLO AUSTRALIA PTY LTD

Bunnings ‘sizzling’ with high customer 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 Bunnings Warehouse has pipped rival Home Timber & Hardware to be Australia’s leading Hardware Store in September 2017 with a customer satisfaction rating of 89.0%, up 0.1% from a year ago. Home Timber & Hardware has a customer satisfaction rating of 88.6%, virtually unchanged from a year ago, and enough to beat out Mitre 10 in third with a customer satisfaction rating of 86.9%. Rounding out the Hardware Store "Big 4" is True Value Hardware with a customer satisfaction rating of 76.3%, down slightly on a year ago. Roy Morgan Research CEO Michele Levine says Home Timber & Hardware has performed consistently well over the past few years, winning the Annual Roy Morgan Hardware Store Customer Satisfaction Award in four out of the last five years, although the 2017 Annual Award looks set to go down to the wire with Bunnings aiming for its first victory in the category since 2011.

CORPORATES
ROY MORGAN RESEARCH LIMITED, BUNNINGS GROUP LIMITED, HOME TIMBER AND HARDWARE, MITRE 10 LIMITED, TRUE VALUE HARDWARE LIMITED

Muffin Break is tops for Coffee Store 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 Muffin Break is Australia’s best coffee/doughnut store, with a customer satisfaction rating of 87.3% in September 2017, putting the chain ahead of Donut King on a customer satisfaction rating of 86.3%. Although both have performed strongly so far in 2017, their customer satisfaction ratings in September are slightly down on a year ago, whereas the chasing pack have all increased their performance over the last year. In third place is Donut King stablemate Gloria Jean’s with a customer satisfaction rating of 83.0%, just ahead of this year’s big improvers Starbucks Coffee on 81.5% which has improved customer satisfaction by an impressive 9.1% over the past 12 months. Roy Morgan Research CEO Michele Levine says Muffin Break won the Annual Roy Morgan Customer Satisfaction Award for the first time in 2016 and a series of strong performances so far in 2017 have put the coffee shop in the box seat to repeat this success.

CORPORATES
ROY MORGAN RESEARCH LIMITED, MUFFIN BREAK PTY LTD, DONUT KING, GLORIA JEAN’S COFFEES PTY LTD, STARBUCKS COFFEE COMPANY (AUSTRALIA) PTY LTD

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