CONSUMER SATISFACTION – AUSTRALIA

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

Qantas is Australia’s leading domestic airline

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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 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

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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

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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

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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

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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

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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

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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