CONSUMER SATISFACTION – AUSTRALIA

Super fund satisfaction improves since low in July 2023 with strong performances from HESTA, Unisuper & REST Super

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Original article by Roy Morgan
Market Research Update – Page: Online : 6-Mar-24

New data from Roy Morgan’s Superannuation Satisfaction Report shows that overall satisfaction with the financial performance of super funds was 66.7% in January 2024. This is an increase of 1.7% points since the low reached in July 2023 (65.0%). There has been improvement across the different categories of super funds since the middle of last year. A standout performer over the last six months has been Self-Managed Funds, which have increased their customer satisfaction by 2.4% points to 76.8%; this is the highest level of customer satisfaction for Self-Managed Funds since April 2022. Customer satisfaction for Industry Funds has also increased significantly on six months ago, up by 1.8% points to 68.6%. Overall customer satisfaction for Public Sector Funds is up by 0.9% points from six months ago to 72.1%. However, customer satisfaction with Retail Funds is up by only 0.4% points to 60%. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 60,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Super fund satisfaction improves since low in July 2023 with strong performances from HESTA, Unisuper & CARE Super

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Jan-24

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 65.9% in November 2023, an increase of 0.9% points from July (65.0%). However, satisfaction with super funds is still significantly higher than the long-term average of 58.2% from 2007-2023, and also higher than at any time prior to the pandemic years of 2021-22 when the measure was at record highs. Customer satisfaction for Industry Funds is down 1.4% points to 68.2% compared to a year ago, although this is the smallest decline of any of the four super fund categories. Customer satisfaction with Retail Funds has declined by 2.7% points to 58.9%, and this category continues to have clearly the lowest customer satisfaction of any of the four categories. Customer satisfaction for Public Sector Funds has in turn declined by 3.2% points from a year ago to 70.7% – the largest decline for any of the super fund categories. A standout performer over the past year has been Self-Managed Funds, which have increased their customer satisfaction by 1.9% points to 75.8% and clearly the highest customer satisfaction of any of the four super fund categories. This is the highest level of customer satisfaction for Self-Managed Funds since May 2022. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 60,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan Customer Satisfaction Awards: Australia’s winning retailers announced

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Oct-23

The annual Roy Morgan Customer Satisfaction Awards were recently awarded, with there being 16 winners in the retail categories. The bulk of the awards went to a mix of repeat winners and brands returning to the winner’s circle after some time out of the spotlight. There were 11 repeat winners, including The Reject Shop, which won the Discount Variety Store of the Year for a record breaking eleventh year in a row, and Myer, which won the Department Store of the Year for an eighth straight year. The sole first-time winner was Zambrero, the Mexican themed restaurant headquartered in Canberra, which won the award for quick service restaurant of the year, while Aldi won the award for Supermarket of the Year.

CORPORATES

RETAIL TRADE – AUSTRALIA]

Roy Morgan unveils Annual Customer Satisfaction Award winners for 2022 across all categories

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Original article by Roy Morgan
Market Research Update – Page: Online : 22-Sep-23

Roy Morgan has announced the winners of its annual Customer Satisfaction Awards for Australia. The awards recognise outstanding levels of customer satisfaction, as judged by more than 60,000 consumers via the Roy Morgan Single Source survey. The award categories cover sectors such as banking, insurance, superannuation, automotive, retail, telecommunications and utilities. Of the 40 award winners this year, 19 are repeat winners backing up from a victory a year ago. There are also 21 new winners, including first-time winners Vaya, Skoda, Zambrero and CommInsure, while former winners such as Virgin Australia, Red Energy and Chemist Warehouse have returned to the winner’s circle. Roy Morgan CEO Michele Levine says the Annual Customer Satisfaction Awards are the gold standard in identifying those companies and brands that stay ahead of the pack by knowing what their customers want and delivering it consistently.

CORPORATES
ROY MORGAN LIMITED

First time winner Vaya wins the Best of the Best Award for Customer Satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 22-Sep-23

Mobile phone service provider Vaya has won the Roy Morgan Customer Satisfaction ‘Best of the Best’ Award for the first time, just ahead of supermarket chain Aldi and liquor store chain Dan Murphy’s. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 40 winners in the Annual Roy Morgan Customer Satisfaction Awards. Vaya is the first mobile phone service provider to win the prestigious award. The victory for Vaya was built on the back of eight straight monthly victories in the Mobile Phone Service Provider of the Year category from January to August 2022. Vaya had customer satisfaction of 96.3% in 2022 to beat Supermarket of the Year Aldi by the barest of margins.

CORPORATES
ROY MORGAN LIMITED, VAYA PTY LTD, ALDI STORES SUPERMARKETS PTY LTD, DAN MURPHY’S

Super fund satisfaction drops to 65% in July 2023 – down 7% points from record high 18 months ago in January 2022

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Original article by Roy Morgan
Market Research Update – Page: Online : 30-Aug-23

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 65% in July 2023. This compares with a record high of 72% in January 2022. However, satisfaction with super funds is still significantly higher than the long-term average of 58.1% from 2007-2023. Customer satisfaction for Industry Funds has fallen by 7.4% points since January 2022, to 66.8%, while satisfaction with retail funds is down 7.3% points to 59.6%. Customer satisfaction for Public Sector Funds has in turn declined by 7.9% points to 71.2%; this the largest decline for any of the super fund categories, and the lowest customer satisfaction for Public Sector Funds since September 2020. Satisfaction with Self-Managed Funds is down 5.6% points to 74.4%. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 60,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Bendigo Bank home loan customers are the most satisfied with their bank after a year of interest rate rises

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jun-23

New financial data from Roy Morgan’s Single Source shows that Bendigo Bank has topped the latest banking customer satisfaction ratings among home loan customers. Bendigo Bank’s customer satisfaction rating has increased from 86.2% in May 2022 to 91.0% in May 2023. Close behind in second place is ING with customer satisfaction among home loan customers at 88.3%, up 0.2% points from a year ago. The latest data covers the six months to May 2023, and overall home loan customer satisfaction amongst Australia’s top 12 banks collectively was at 75.5% during this period. This represents a decrease of 1.6% points from the six months to May 2022, just as the current record-setting interest rate increasing cycle got under way. Meanwhile, NAB now has the highest home loan customer satisfaction among the big four banks, with a rating of 75.6%. Average home loan customer satisfaction with the big four banks as a group was 73.7%. These latest banking satisfaction ratings come from the Roy Morgan Single Source survey, derived from in-depth interviews with over 60,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB

Super fund satisfaction drops to 66.6% in February 2023 – down 5.4% points from record high in January 2022

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Original article by Roy Morgan
Market Research Update – Page: Online : 22-Mar-23

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 66.6% in February 2023. This is 5.4% lower than the record high reached just over a year ago in January 2022 (72.0%). Despite the decrease over the last year superannuation satisfaction is still higher than the long-term average of 57.9% from 2007-2023, and also higher than at any time prior to the pandemic years of 2021-22 when the measure was at record highs. However, superannuation satisfaction is now at its lowest since December 2020 (64.8%). Customer satisfaction for Industry Funds has declined by 6.3% points since January 2022 to 67.9% – the largest decline for any of the super fund categories; the customer satisfaction of Retail Funds has declined by 5.6% points to 61.3%. Unisuper and HESTA now have the highest customer satisfaction ratings among Industry Funds, ahead of AustralianSuper and HOSTPLUS. The highest-placed Retail Super Fund is Macquarie, followed by MLC, OnePath and Colonial First State. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 60,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Aldi crowned Supermarket of the Year for fifth year running

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Original article by Sezen Bakan
The New Daily – Page: Online : 3-Aug-22

Aldi has topped Canstar Blue’s annual supermarket satisfaction ratings for a fifth consecutive year, ahead of Coles, Woolworths and IGA. Aldi Australia’s MD Oliver Bongardt said the Germany-based retailer has saved Australians more than $7 billion since entering the local market in 2001. Canstar Blue notes that Australia’s supermarkets have shifted their focus to value and the overall customer experience rather than competing on price. Aldi was also recently named the Supermarket of the Year by Roy Morgan for the second year in a row.

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

Mobile banking apps and the internet are more satisfying for customers than branch visits or phone banking

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Original article by Roy Morgan
Market Research Update – Page: Online : 1-Mar-22

The new Roy Morgan Satisfaction with Banking Channels Report shows the CBA recording the highest customer satisfaction levels for branch visits, internet banking and mobile banking – using an app on a mobile phone or tablet – among the big four banks. The report also showed mobile banking and internet banking as the service channels with the highest customer satisfaction. As of December 2021, CBA was the strongest performer of the big four with the highest customer satisfaction across three of the service channels including mobile banking (90.8%), internet banking (87.8%) and branch banking (83.5%). The CBA had customer satisfaction of 76.3% for phone banking. There was little to split its competitors, with ANZ coming in second overall with 89.2% (mobile), 86.6% (internet), 83.2% (branch) and 76.6% (phone). Westpac followed with 87.9% (mobile), 86.1% (internet), 82.1% (branch) and the highest of the big four for phone banking (79.4%). NAB rounded out the big four with 89.8% (mobile), 86.5% (internet), 81.5% (branch) and 77.3% (phone). This new data comes from Roy Morgan Single Source, Australia’s most comprehensive consumer survey, derived from in-depth interviews with over 60,000 Australians each year.

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