Could Mitre 10 derail Bunnings’ remarkable run of Hardware Store satisfaction awards?

Original article by Roy Morgan
Market Research Update – Page: Online : 11-Dec-19

Bunnings is the winner of Roy Morgan’s Hardware Store of the Month Award for October 2019, with a customer satisfaction rating of 91%. Bunnings has won 23 straight monthly satisfaction awards, but second-placed Mitre 10 could potentially stop it from claiming a full two years as ratings leader. Mitre 10 had a customer satisfaction of 90% in October, followed by Home Timber & Hardware (86%). The customer satisfaction ratings are drawn from the Roy Morgan Single Source survey, in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

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

Boost Mobile and ALDImobile locked in tight race for annual satisfaction award

Original article by Roy Morgan
Market Research Update – Page: Online : 10-Dec-19

Boost Mobile is the winner of Roy Morgan’s Mobile Phone Service Provider of the Month Award for October 2019, with a customer satisfaction rating of 89%. Boost Mobile now sits equal with ALDImobile on four monthly satisfaction wins for 2019, setting up a close finish for the annual award. Boost Mobile is followed by ALDImobile (85%), TPG (79%) and Belong (79%). It is important to note that Boost Mobile is not itself a network provider but rather a ‘Mobile Virtual Network Operator’, which utilises the underlying Telstra mobile network to provide its service. When it comes to underlying mobile networks, the Vodafone network with an overall customer satisfaction rating of 77% is narrowly ahead of the Telstra network on 76% and the Optus network on 74%. These ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with around 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, BOOST MOBILE, ALDIMOBILE, TPG TELECOM LIMITED – ASX TPM, BELONG PTY LTD

TerryWhite Chemmart’s impressive rise in customer satisfaction levels pays off

Original article by Roy Morgan
Market Research Update – Page: Online : 10-Dec-19

TerryWhite Chemmart is the winner of Roy Morgan’s Chemist/Pharmacy of the Month Award for October 2019, with a customer satisfaction rating of 94%. The pharmacy chain’s recent ratings improvement has resulted in back-to-back monthly satisfaction awards. It is followed by Guardian (92%), Chemist Warehouse (90%), Priceline Pharmacy (90%) and Discount Drugstores (90%). The ratings are drawn from the Roy Morgan Single Source survey, which is based on in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

CORPORATES
ROY MORGAN LIMITED, TERRYWHITE CHEMMART, GUARDIAN PHARMACY, CHEMIST WAREHOUSE, PRICELINE PHARMACY, DISCOUNT DRUGSTORES PTY LTD

Foodland maintains customer satisfaction ratings lead

Original article by Roy Morgan
Market Research Update – Page: Online : 27-Nov-19

Foodland is the winner of Roy Morgan’s Supermarket of the Month Award for September 2019, with a customer satisfaction rating of 88%. It is followed by Coles (82%), IGA (82%), Aldi (81%) and Woolworths (81%). Roy Morgan CEO Michele Levine says that Foodland’s unbeaten run throughout 2019 is a significant feat in an increasingly competitive market, and it has now won 15 monthly satisfaction awards in a row. September’s customer satisfaction ratings were obtained from the Roy Morgan Single Source survey, which is compiled from in-depth face-to-face interviews with around 50,000 Australians each year in their homes.

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

Powershop’s high satisfaction rating means customers less likely to switch power provider

Original article by Roy Morgan
Market Research Update – Page: Online : 27-Nov-19

Powershop has won the Roy Morgan Electricity Provider of the Month Award for October 2019, with a customer satisfaction rating of 80%. It was followed by Momentum Energy (73%), Red Energy (73%), Lumo Energy (69%) and Alinta Energy (69%). Powershop’s leading rating means its customers are less likely to switch to a competitor. Grouping electricity customers into ‘satisfied’ and ‘dissatisfied’ shows clear differences in the likelihood of them switching providers. A much larger proportion of dissatisfied customers (24%) said they were likely to switch providers compared with satisfied customers (7.5%), while more of the satisfied customers (73%) said they were unlikely to switch than dissatisfied customers (58.3%). Roy Morgan CEO Michele Levine says Powershop’s satisfaction rating is a strong result, given the ongoing political and media attention surrounding electricity providers. These customer satisfaction ratings have been 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, POWERSHOP AUSTRALIA PTY LTD, MOMENTUM ENERGY PTY LTD, RED ENERGY PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, ALINTA ENERGY (AUSTRALIA) PTY LTD

Wealthier Australians are less satisfied with their bank

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

Satisfaction levels with the banking industry are related to an individual’s level of wealth, new research from Roy Morgan shows – with the wealthiest 30% of Australians less likely to be satisfied with their banking relationships (75.4%) than the middle 40% (80.1%) or the bottom 30% (84.7%). The wealth-linked difference in banking satisfaction levels has grown more extreme over time. In 2013 the satisfaction level of the wealthiest Australians was 80.8% and that of the poorest Australians was 82.8%, a gap of just 2%. This figure has more than quadrupled to 9.3%. Six years ago there was no significant difference between the satisfaction of the middle 40% and that of the wealthiest 30%, but these levels have also grown steadily apart, opening up a gap of 4.6%. These insights come from Australia’s most extensive, longest study of consumer financial behaviour. Running continuously for more than 20 years, it involves over 50,000 in-depth, face-to-face interviews in respondents’ homes each year.

CORPORATES
ROY MORGAN LIMITED

Crust Pizza maintains slim lead over Noodle Box in fast food customer satisfaction

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

Crust Pizza is the winner of Roy Morgan’s Quick Service Restaurant of the Month Award for September 2019, with a customer satisfaction rating of 91%. Crust Pizza finished in fourth position in January, but has since won the past four monthly awards. It was followed by Noodle Box (90.5%), Guzman y Gomez (89.1%), Oporto (88.6%) and Grill’d (88.1%) in September. These satisfaction ratings have been drawn from the Roy Morgan Single Source survey, which is compiled from in-depth face-to-face interviews with around 50,000 Australians each year in their homes. Roy Morgan CEO Michele Levine says that achieving consistently high levels of customer satisfaction requires an ongoing effort from businesses, which must remember that they are only as good as their most recent satisfaction rating.

CORPORATES
ROY MORGAN LIMITED, CRUST GOURMET PIZZA BAR PTY LTD, THE NOODLE BOX PTY LTD, GUZMAN Y GOMEZ PTY LTD, OPORTO PTY LTD, GRILL’D PTY LTD

Michel’s knows what its customers want, serving up record highs in coffee shop satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 12-Nov-19

Michel’s is the winner of Roy Morgan’s Coffee Shop of the Month Award for September 2019, with a customer satisfaction rating of 91%. Over the past two months, Michel’s has recorded its two highest satisfaction ratings, and is now in a strong position to win the annual satisfaction award for the first time since 2014. Michel’s is followed by Donut King (86%), The Coffee Club (85%) and Gloria Jean’s and Muffin Break (both on 83%). These customer satisfaction ratings have been 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, MICHEL’S, DONUT KING, THE COFFEE CLUB PTY LTD, GLORIA JEAN’S COFFEES PTY LTD, MUFFIN BREAK PTY LTD

Southern Phone takes top place in Home Phone Satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 11-Nov-19

Southern Phone has won its third consecutive Roy Morgan Home Phone Provider of the Month Award, with a customer satisfaction rating of 82% for September 2019. Southern Phone was followed by Internode on a satisfaction rating of 79%, iPrimus on 73%, iiNet on 72% and TPG on 72%. Home phone usage has consistently declined over recent years. The number of Australians aged 14+ with a home phone has dropped from 14.2 million (74.3% of the population) in 2013 to 9.4 million (45.4%) in September 2019. Meanwhile, the number of Australians with one or more mobile phones has risen over the same period, from 17.7 million (92.2%) to 19.9 million (95.9%). Australians aged 65+ have the highest proportion of home phone ownership. As a group, Australians who use Southern Phone as their home-phone provider tend to skew older than the average home-phone user. The mean age of Southern Phone customers (14+) is 57 years, compared to 53 years for home-phone users in general and 46 for Australians aged 14+ as a whole.

CORPORATES
ROY MORGAN LIMITED, SOUTHERN PHONE COMPANY LIMITED, IPRIMUS, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM

Aussie Broadband shoots to the top of ISP satisfaction ratings and opens big lead

Original article by Roy Morgan
Market Research Update – Page: Online : 5-Nov-19

Aussie Broadband is the winner of Roy Morgan’s Internet Service Provider of the Month Award for September 2019, with a customer satisfaction rating of 88%. The achievement marks Aussie Broadband’s first win in the Customer Satisfaction Awards. It is well ahead of a trio of TPG Telecom brands, including iiNet (78%), Internode (78%) and TPG (76%), as well as the Vocus Group-owned iPrimus (74%). These customer satisfaction ratings have been 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, IINET LIMITED, INTERNODE SYSTEMS PTY LTD, TPG TELECOM LIMITED – ASX TPM, IPRIMUS, VOCUS GROUP LIMITED – ASX VOC