Lexus wins Best of the Best Award

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

Vehicle manufacturer Lexus has again been named as the winner of the Roy Morgan Customer Satisfaction Award – ‘Best of the Best’ – taking the mantle from fellow car manufacturer Isuzu UTE. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 41 winners at the Annual Roy Morgan Customer Satisfaction Awards. Lexus also won the prestigious ‘Best of the Best’ Award in 2017 and had an unbroken run of eleven consecutive monthly victories in a row in the competitive Car Manufacturer of the Year category from February of last year through to December. Other car manufacturers to perform exceptionally well in 2019 included last year’s winner Isuzu UTE as well as the highly rated Mazda, KIA and Toyota.

CORPORATES
ROY MORGAN LIMITED, LEXUS AUSTRALIA, ISUZU UTE AUSTRALIA PTY LTD, MAZDA AUSTRALIA PTY LTD, KIA MOTORS AUSTRALIA PTY LTD, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED

Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories

Original article by Roy Morgan
Market Research Update – Page: Online : 19-Feb-20

Roy Morgan has announced the winners of its annual Customer Satisfaction Awards for Australia. At first glance, the winners of the 2019 awards have little in common. Some are national names, others are state-wide favourites; they provide services ranging from meals on the go to mortgages and sell everything from fan belts to frozen peas. But, says Roy Morgan CEO Michele Levine, they share one distinguishing factor: a determination to understand what their customers need and deliver it. The data that determines who wins comes from Roy Morgan’s massive Single Source survey, for which 50,000 consumers from all around Australia are interviewed in-depth each year, in person and in their own homes. Respondents name the companies they deal within various categories across 32 industries, including Automotive, Banking, Supermarket and Telecommunications, and rate how satisfied they are with them. Monthly Customer Satisfaction winners are cited in each category throughout the year, with the annual award going to the company with the most of these wins. While no-one scored a clean sweep of the monthly awards, an impressive number of companies came close. Ahm, Bunnings, Commonwealth Bank, Defence Health, Foodland, Powershop, Qantas, Rebel, RAC, the Reject Shop and Subway all won 11 of the 12 months, putting them far out of reach of their competitors.

CORPORATES
ROY MORGAN LIMITED

Michel’s leads coffee shop customer satisfaction ahead of Donut King and Starbucks

Original article by Roy Morgan
Market Research Update – Page: Online : 5-Feb-20

Michel’s is the winner of Roy Morgan’s latest Coffee Shop of the Month Award, with a customer satisfaction rating of 87.3%. It is followed by Donut King (86.6%), Starbucks Coffee (84.5%) and The Coffee Club (83.8%). These customer satisfaction ratings have been obtained from the Roy Morgan Single Source survey, which is compiled by in-depth face-to-face interviews with around 50,000 Australians each year in their homes. Roy Morgan CEO Michele Levine says the Customer Satisfaction Awards are about rewarding businesses that are able to not only attain high customer satisfaction ratings, but are able to sustain those ratings for long periods of time, despite any commercial challenges they may face.

CORPORATES
ROY MORGAN LIMITED, MICHEL’S, DONUT KING, STARBUCKS COFFEE COMPANY (AUSTRALIA) PTY LTD, THE COFFEE CLUB PTY LTD

Aussie Broadband maintains top position in ISP satisfaction ratings

Original article by Roy Morgan
Market Research Update – Page: Online : 30-Jan-20

Aussie Broadband is the winner of Roy Morgan’s Internet Service Provider (ISP) of the Month Award for November 2019, with a customer satisfaction rating of 92%. The achievement marks Aussie Broadband’s third win in the Customer Satisfaction Awards in 2019. Aussie Broadband is well ahead of a trio of TPG Telecom brands including Internode (79%), TPG (79%) and iiNet (77%), with the Vocus Communications-owned iPrimus on 78%, ahead of Belong (76%). Telstra and Optus follow on 72%, a full 20% behind the category satisfaction leader. The ratings are drawn from the Roy Morgan Single Source survey, derived from in-depth personal interviews with over 1,000 Australians each week face-to-face in their homes.

CORPORATES
ROY MORGAN LIMITED, AUSSIE BROADBAND PTY LTD, INTERNODE SYSTEMS PTY LTD, TPG INTERNET PTY LTD, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM, IPRIMUS, VOCUS GROUP LIMITED – ASX VOC, BELONG PTY LTD, TELSTRA CORPORATION LIMITED – ASX TLS, SINGTEL OPTUS PTY LTD

Home loan customers reward ME Bank with highest satisfaction rating

Original article by Roy Morgan
Market Research Update – Page: Online : 30-Jan-20

New Roy Morgan banking data shows that ME Bank has the leading satisfaction rating (91.4%) among home loan customers. ING remains in top position among non-home loan customers with a rating of 89.8%. Among home loan customers, ME Bank is followed by ING (89.3%), Bendigo Bank (83.3%) and Bankwest (77.1%). For non-home loan customers, leader ING is followed by Bendigo Bank (87.8%), ME Bank (83.5%) and Suncorp (81.0%). The institution with the largest discrepancy between home loan and non-home loan customer satisfaction is Suncorp, where the satisfaction rating among home loan customers (72.6%) is more than 8 percentage points below its rating among non-home loan customers (81.0%). The ratings are taken from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with around 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, ME BANK, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, BANKWEST, SUNCORP BANK

Qantas remains number one in airline satisfaction for both domestic and domestic business travel

Original article by Roy Morgan
Market Research Update – Page: Online : 30-Jan-20

New Roy Morgan airline satisfaction data shows that national flag-carrier Qantas is the winner of both the Domestic Airline and Domestic Business Airline of the Month Award for November 2019. Qantas has won eight straight monthly awards in the domestic category, and remains unbeaten in the domestic business category for 2019. In the Domestic Airline category, Qantas’s leading customer satisfaction rating of 84% was followed by Virgin Australia (80%), QantasLink (76%), REX (69%), Jetstar (57%) and Tigerair (49%). In the Domestic Business Airline category, Qantas again claimed the highest rating of 83%, followed by Virgin Australia (72%) and Jetstar (56%). These findings have been obtained from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

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

Singapore Airlines rises into first position for customer satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jan-20

Singapore Airlines is the winner of Roy Morgan’s International Airline of the Month Award for November 2019, with a customer satisfaction rating of 87%. It was followed by Emirates (85%), Qatar Airways (85%) and Air New Zealand (84%). Roy Morgan CEO Michele Levine says the top three performers in the latest ratings have been the clear customer satisfaction standouts throughout the year, with Singapore Airlines and Emirates having challenged each other month by month for top position. The customer satisfaction ratings are drawn from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

CORPORATES
ROY MORGAN LIMITED, SINGAPORE AIRLINES LIMITED, EMIRATES AIRLINES, QATAR AIRWAYS

The Athlete’s Foot satisfied 84% of its customers

Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jan-20

The Athlete’s Foot has won Roy Morgan’s Shoe Store of the Month award for November 2019, with a customer satisfaction rating of 84%. The Athlete’s Foot has won seven straight monthly satisfaction awards since winning its first award for 2019 in May. It had a comfortable lead over both Williams (74%) and Spendless Shoes (71%) in November. Roy Morgan CEO Michele Levine says that The Athlete’s Foot has been rewarded for maintaining stable customer satisfaction ratings over the past three years, in an industry that is experiencing considerable fluctuations in satisfaction levels. Its satisfaction rating of 84% is only down 2% compared with three years ago. This is in contrast to Williams on 74%, which has decreased 10% over the same period, and Spendless Shoes on 71%, dropping 16%. The customer satisfaction ratings have been taken from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

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

People’s Choice Credit Union – 95% customer satisfaction – highest satisfaction score in the general insurance category

Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jan-20

People’s Choice Credit Union has won Roy Morgan’s General Insurer of the Month Award for November 2019, with a customer satisfaction rating of 95%. It is now ahead of RACT (92%), RAA (91%), Shannons (90%) and RAC (87%), and has won its second consecutive monthly award. Roy Morgan CEO Michele Levine says that while RACT has been the dominant brand throughout 2019, People’s Choice Credit Union has been the standout performer in terms of ratings growth, increasing its rating by 9% over the last 12 months. The latest customer satisfaction ratings are taken from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, PEOPLE’S CHOICE CREDIT UNION, RACT INSURANCE PTY LTD, RAA INSURANCE LIMITED, SHANNONS, RAC INSURANCE PTY LTD

Tasplan tops superannuation satisfaction, as industry funds continue to lead retail funds

Original article by Roy Morgan
Market Research Update – Page: Online : 10-Jan-20

New data from Roy Morgan’s Superannuation Satisfaction Report shows that industry fund Tasplan had the highest customer satisfaction rating of any super fund in the six months to November 2019, at 73.9%. It was ahead of Unisuper (73.7%), Cbus (73.3%), First State Super (70.3%) and HESTA (70.2%). As a group, industry funds (65.1%) outperformed retail funds (59.5%) in terms of satisfaction, and the gap has widened compared to the same period a year ago. The report’s findings have been obtained from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, TASPLAN LIMITED, UNISUPER LIMITED, CONSTRUCTION AND BUILDING UNIONS’ SUPERANNUATION FUND, FIRST STATE SUPER, HEALTH EMPLOYEES’ SUPERANNUATION TRUST AUSTRALIA LIMITED