CONSUMER SATISFACTION – AUSTRALIA

Qantas is Australia’s leading domestic airline

roymorgansocial Leave a comment

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

A Roy Morgan Single Source survey has found that Qantas is Australia’s most satisfying domestic airline, with a customer satisfaction rating of 83.2% in August 2017, ahead of key rivals Virgin Australia on 77.6% and stablemate Qantaslink on 72.7%. Qantas has maintained its lead over Virgin Australia for four months; however, the big improvers over the past year were smaller carrier REX (Regional Express) with a customer satisfaction rating of 72.6% in August – up 5.5% from a year ago, while Jetstar rounded out the top five with a customer satisfaction rating of 63.1%. Qantas also leads the way for domestic business travellers with a customer satisfaction rating of 84.8%, well ahead of Virgin Australia on 75.6% and Jetstar on 55.1%.

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

Bendigo Bank has highest customer satisfaction among majors

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 28-Sep-17

A Roy Morgan Single Source survey has found that customer satisfaction with Bendigo Bank in August 2017 was 89.3%, making it the top performer among the 10 largest consumer banks. Not only was Bendigo the satisfaction leader but it improved its rating over the month by 0.9% points, against an overall decline of 0.2% points for banks in total. Other small banks such as ING Direct with 86.7%, Bank of Queensland (84.2%), Suncorp (83.0%) and St George (82.0%) also had high customer satisfaction ratings. The best performer among the four majors was the CBA with 80.2%, followed by Westpac on 78.5%, NAB (78.4%) and ANZ (77.3%). The overall average satisfaction for all banks was 80.8% in August. Meanwhile, the mortgage customers of each of the big four banks continue to be a drag on their overall satisfaction, despite historically low home-loan rates.

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

It’s Official: Terry White tops for Pharmacy Satisfaction

roymorgansocial Leave a comment

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

Terry White Chemists has again taken out top position in the Roy Morgan Pharmacy Satisfaction awards for July with a customer satisfaction rating of 90.3%, following on from a victory in June. Rival My Chemist was in second position with a customer satisfaction rating of 89.9%, followed by Terry White Chemists’ merger partner Chemmart on 88.9%. As a combined entity TerryWhite Chemmart scores a combined customer satisfaction of 89.8% in July. Roy Morgan Research CEO Michele Levine says that in this incredibly competitive market, it is vital for pharmacies to know exactly who their customers are, and how to cater for their specific expectations, attitudes and preferences, or their satisfaction levels may suffer.

CORPORATES
ROY MORGAN RESEARCH LIMITED, TERRY WHITE CHEMISTS, MY CHEMIST PTY LTD, CHEMMART PTY LTD

Majority happy with mobile phone service providers particularly Amaysim, Optus & Virgin

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 18-Sep-17

A Roy Morgan Single Source survey has found that 77.1% of Australians aged 14+ who are mobile phone users were satisfied with their service provider over the year to July 2017. This is an improvement from 73.4% in 2014 but down marginally from 77.4% in 2016. Very little separates the satisfaction of the top five service providers, with Amaysim the leader on 81.6%, followed by Optus (79.0%), Virgin (78.4%), Telstra (76.3%) and Vodafone (76.0%). Amaysim was the biggest improver over the last 12 months, up 4.2% to 81.6%. The other two major providers to show improvement were Virgin (up 3.5%) and Optus (up 0.9%). Telstra showed a marginal decline (down 0.3%), while Vodafone was down 2.6%.

CORPORATES
ROY MORGAN RESEARCH LIMITED, AMAYSIM AUSTRALIA LIMITED – ASX AYS, OPTUS MOBILE PTY LTD, VIRGIN MOBILE (AUSTRALIA) PTY LTD, TELSTRA CORPORATION LIMITED – ASX TLS, VODAFONE AUSTRALIA LIMITED, ALDIMOBILE

Small energy retailers ahead of majors on customer satisfaction

roymorgansocial Leave a comment

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

A Roy Morgan Single Source survey has found that overall satisfaction with electricity retailers has fallen over the last four years by 1.8% points, to 63.4% in July 2017. The current satisfaction leader among the 10 largest electricity retailers is Red Energy with 74.5% (an increase of 6.4% points since 2013), followed by Simply Energy on 71.4% (up 9.1% points). The two largest electricity retailers (based on domestic consumer numbers) have below-average satisfaction, with Origin Energy on 62.3% and AGL on 61.3%; both are currently below their 2013 satisfaction levels. Meanwhile, satisfaction with gas retailers has improved by 1.6% points since 2013 to 65.0%, with the greatest gains from Simply Energy (up 14.6% points to 73.8%), and Lumo Energy (up 9.4% points to 74.6% and now the market leader). Among the four largest gas retailers, Alinta, Origin and Energy Australia have shown some improvement in satisfaction since 2013, but all four currently remain below the industry average.

CORPORATES
ROY MORGAN RESEARCH LIMITED, RED ENERGY PTY LTD, SIMPLY ENERGY, LUMO ENERGY AUSTRALIA PTY LTD, KLEENHEAT GAS PTY LTD, ALINTA ENERGY (AUSTRALIA) PTY LTD, ORIGIN ENERGY LIMITED – ASX ORG, ENERGYAUSTRALIA PTY LTD, AGL ENERGY LIMITED – ASX AGL

Retail superannuation funds once again higher than industry funds in the satisfaction stakes, after trailing for a decade

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 4-Sep-17

Roy Morgan Research’s Superannuation Satisfaction Report for July 2017 shows that satisfaction with the financial performance of retail superannuation funds (58.7%) was higher than industry funds (58.2%) for the sixth consecutive month, after having trailed them for more than a decade. Satisfaction with self-managed superannuation funds maintained their overall lead with 73.8%, up 2.8% points in the last year. Although retail funds overall performed marginally better than industry funds, at the individual fund level among the majors, they did not rank in the top five performers. Across the fifteen largest super funds (based on number of members), Qsuper had the highest satisfaction with 73.3%, followed by Cbus (65.7%) and Unisuper (64.8%). The best performing largest retail funds were Colonial First State (59.0%), MLC (57.8%), OnePath (56.5%) and BT (55.5%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, QSUPER LIMITED, CONSTRUCTION AND BUILDING UNIONS’ SUPERANNUATION FUND, UNISUPER LIMITED, COLONIAL FIRST STATE GROUP LIMITED, MLC LIFETIME COMPANY LIMITED, ONEPATH AUSTRALIA LIMITED, BT INVESTMENT MANAGEMENT LIMITED – ASX BTT

Small private health insurers lead in satisfaction and improvement – big funds lag

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 7-Aug-17

A Roy Morgan Single Source survey has found that Teachers Federation Health (85.1%), Health Partners (84.6%) and CBHS (84.1%) were the top three performers among Australia’s fifteen largest private health insurance funds for customer satisfaction in the year to June 2017. These three funds all went against the overall negative satisfaction trend over the last year, with Teachers Federation Health up 2.1%, Health Partners up 1.1% and CBHS up 0.8%. Satisfaction with the two largest funds remain below the smaller players, with BUPA on 70.7% (down 2.8% over the last year) and Medibank Private on 68.4% (down 1.6%). Smaller funds also performed best on customer advocacy, with 73% of Teachers Federation Health members being "highly likely" to recommend their fund to friends or colleagues, followed by Defence Health (71.2%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, TEACHERS FEDERATION HEALTH LIMITED, HEALTH PARTNERS, CBHS FRIENDLY SOCIETY LIMITED, BUPA AUSTRALIA PTY LTD, MEDIBANK PRIVATE LIMITED – ASX MPL, DEFENCE HEALTH LIMITED, LATROBE HEALTH SERVICES, TEACHERS’ UNION HEALTH

Big four banks improve satisfaction while smaller banks decline

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 1-Aug-17

A Roy Morgan Single Source survey has found that the customer satisfaction rating of Australia’s four major banks was 79.8% in the six months to June 2017, compared with 79.5% in the six months to June 2016. The combined satisfaction rating of all other banks declined by 0.9% points to 84.8% over this period. For more than a decade the big four banks have been gradually closing the gap on the lead held by the other banks. In 2005, the overall satisfaction level of the smaller banks was 77.7%, a lead of 11.1% points over the big four (66.6%), but it is now reduced to 5.0%. Meanwhile, the Commonwealth Bank continues to have the highest customer satisfaction rating among the big four banks (81.0%), ahead of National Australia Bank (79.8%).

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, TEACHERS MUTUAL BANK LIMITED, HERITAGE BANK LIMITED, BEYOND BANK AUSTRALIA

Customer satisfaction ticks up for big four

roymorgansocial Leave a comment

Original article by James Frost
The Australian Financial Review – Page: 17 : 31-Jul-17

Teachers Mutual Bank enjoys the highest level of customer satisfaction among all Australian banks, according to Roy Morgan Research’s latest survey of the sector. It is followed by Heritage Bank and Bendigo & Adelaide Bank, while Teachers Mutual Bank’s customers are most likely to recommend it to a friend. The Commonwealth Bank is the most highly rated of the big four banks in terms of customer satisfaction, followed by National Australia Bank. Collectively, customers of the big four banks are slightly more satisfied with them than they were a year ago, while customer satisfaction with other banks has fallen by 0.9 per cent.

CORPORATES
TEACHERS MUTUAL BANK LIMITED, ROY MORGAN RESEARCH LIMITED, HERITAGE BANK LIMITED, BENDIGO AND ADELAIDE BANK LIMITED – ASX BEN, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, ST GEORGE BANK LIMITED, ING BANK (AUSTRALIA) LIMITED

Satisfaction with big four banks remains high in May

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 3-Jul-17

A Roy Morgan Research Single Source survey has found that satisfaction with Australia’s four major banks rose by 0.1% to 80.2% in the six months to May 2017, which is well above the long-term average of 74.9% recorded since 2005. The Commonwealth Bank of Australia continued to have the highest level of satisfaction among the big four banks (81.1%), followed by National Australia Bank (80.4%). Meanwhile, satisfaction among home-loan customers of the big four (78.4%) continues to be below that of their other customers (80.6%), although over the last year they have narrowed the gap marginally. The survey also shows that CBA and NAB rank equal highest in terms of main financial institution satisfaction (82.6%), followed by ANZ (82.0%) and Westpac (80.7%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, TEACHERS MUTUAL BANK LIMITED, GREATER BANK LIMITED