ING home loan customers most satisfied just ahead of Bendigo Bank and Suncorp

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

The satisfaction rating of the home loan customers of Australia’s big four banks was 71.1% in May, well below the 76.8% rating given by their non-home customers. The home loan customers of the other major banks all have much higher satisfaction than the big four and are closer to the rating given by their non-home loan customers. ING has the highest home loan customer satisfaction with 88.9%, followed by Bendigo Bank (86.2%) and Suncorp (81.0%). The CBA is the best performer among the big four with 72.5%, followed by Westpac (70.7%), NAB (70.4%) and ANZ (69.6%). These are some of the latest findings from Roy Morgan’s ‘Customer Satisfaction report on Consumer Banking in Australia’, May 2019. This report is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes and covers over two decades. The latest data in this release is for the six months to May 2019.

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

Harris Scarfe highest for discount department store satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 24-Jun-19

New research from Roy Morgan shows that Harris Scarfe is Australia’s leading discount department store, with a customer satisfaction rating of 90.1%, ahead of Kmart on 88.9% and Best & Less on 88.7%. The biggest improvement over the year to April came from Harris Scarfe (up 6.9% points). The other improvers were Best & Less (up 4.1% points), Big W (up 2.1% points), Costco (up 1.5% points) and Kmart (up 0.8% points). These are the latest results from Roy Morgan’s Discount Department Store Satisfaction Report, which is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 9,000 interviews with people who shop at a discount department store in an average four weeks.

CORPORATES
ROY MORGAN LIMITED, HARRIS SCARFE HOLDINGS LIMITED, KMART AUSTRALIA LIMITED, BEST AND LESS PTY LTD, BIG W DISCOUNT STORES, COSTCO WHOLESALE AUSTRALIA PTY LTD

RAA leads general insurance satisfaction

Original article by Roy Morgan
Market Research Update – Page: Online : 24-Jun-19

The latest Roy Morgan General Insurance Satisfaction report shows that 78.7% of Australians aged 14+ were satisfied with their general insurer in April 2019, down 0.1% from the same time in 2018. RAA now has the highest customer satisfaction level within the general insurance industry, at 91.1%. It is followed by RACT (90.8%), WFI (89.7%), RAC (89.4%) and Shannons (87.9%), all well above the industry average of 78.7%. The report is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 39,000 with general insurance.

CORPORATES
ROY MORGAN LIMITED, RAA INSURANCE LIMITED, RACT INSURANCE PTY LTD, WFI INSURANCE, RAC INSURANCE PTY LTD, SHANNONS

Williams top shoe store ahead of The Athlete’s Foot

Original article by Roy Morgan
Market Research Update – Page: Online : 17-Jun-19

A Roy Morgan Single Source survey shows that Williams has Australia’s most satisfied shoe store customers, with a customer satisfaction rating of 88% in April 2019, ahead of The Athlete’s Foot on 86% and Spend Less Shoes on 78%. Overall, some 1.4 million Australians shop at a shoe store in an average four-week period, and 82% are satisfied with their experience. Analysis by gender shows that about 880,000 women and 580,000 men shop at shoe stores in an average four weeks. Meanwhile, analysis by generation reveals that 470,000 Australians in Generation X shop at shoe stores in an average four weeks, nearly a third of all shoe store shoppers, and easily the largest market by generation for Australian shoe stores. Generation X also represents the largest share of customers for Williams, The Athlete’s Foot and Payless Shoes.

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

Qantas leads Virgin Australia for customer satisfaction

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

Qantas has won Roy Morgan’s monthly Domestic Airline Customer Satisfaction Award for April 2019, with a customer satisfaction rating of 85%, ahead of Virgin Australia on 79%. Qantas has also won the monthly award for domestic business travellers with a customer satisfaction rating of 85%, ahead of Virgin Australia on 80% and well ahead of subsidiary Jetstar on 49%. The dual victories in April mark the first time this year Qantas has won both domestic categories and put Qantas in with a good chance of taking out both Annual Roy Morgan Customer Satisfaction Awards for 2019.

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

Satisfaction and NPS of big four banks improving after Finance Royal Commission

Original article by Roy Morgan
Market Research Update – Page: Online : 28-May-19

New results from Roy Morgan shows that customer satisfaction with Australia’s big four banks reached 75.9% in April 2019, up by 0.6% points since February, and their Net Promoter Score was 0.4, up from minus 1.6. Meanwhile, banks outside of the big four currently have a satisfaction rating of 83.8%. It appears that the focus of the Finance Royal Commission on the big four may have had a bigger impact on their rating, which is now down by 3.3% points from prior to the commission, compared to a decline of only 1.1% points for the banks outside of the big four. The CBA has the highest satisfaction among the big four with 78.1%, followed by Westpac (74.7%), ANZ (74.4%) and NAB (72.7%). Among the major smaller banks, Bendigo Bank has the highest rating with 90.1%, followed by ING (89.9%). The banks outside of the big four also continue to have higher NPS scores, with the latest figure for April 2019 being 24.0 compared to the big four on 0.4. The smaller banks now have higher NPS than prior to the Royal Commission, when it was 23.4. These are some of the latest findings from Roy Morgan’s ‘Customer Satisfaction report on Consumer Banking in Australia’ and the ‘Financial Institutions Advocacy Report’. These reports are based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN 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, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, AUSTRALIA. ROYAL COMMISSION INTO MISCONDUCT IN THE BANKING, SUPERANNUATION AND FINANCIAL SERVICES INDUSTRY

Singapore Airlines best for international airline customer satisfaction

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

Singapore Airlines has won the Roy Morgan International Airlines Customer Satisfaction Award for April 2019, with a customer satisfaction rating of 89%. It is followed by Emirates (87%), Qatar Airways (85%) and Etihad Airways (83%). All four leading international airlines increased their customer satisfaction ratings in April compared to a year ago, with Qatar Airways showing the biggest increase (up by 6% points from a year ago). Emirates increased customer satisfaction by 3% points, Etihad Airways by 2% points and Singapore Airlines was up 1% point. Other big improvers amongst the leading international airlines include British Airways, which increased customer satisfaction by 9% points to 72%, and Thai Airways (up 4% points to 79%). Qantas is the leading Australian international airline with a customer satisfaction rating of 79%, just in front of main rival Virgin Australia on 76%, while Jetstar finished just outside the top 10 airlines in April.

CORPORATES
ROY MORGAN LIMITED, SINGAPORE AIRLINES LIMITED, EMIRATES AIRLINES, QATAR AIRWAYS, ETIHAD AIRWAYS, BRITISH AIRWAYS PLC, THAI AIRWAYS INTERNATIONAL PUBLIC COMPANY LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, JETSTAR AIRLINES PTY LTD

Guardian wins Pharmacy satisfaction ahead of Priceline

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

Guardian is the Roy Morgan Pharmacy/Chemist of the month for March 2019 with a customer satisfaction rating of 93%, edging out Priceline Pharmacy on 92% and TerryWhite Chemmart and Discount Drug Stores (both on 91%). Guardian is a former winner of the Roy Morgan Pharmacy/Chemist of the Year Customer Satisfaction Award in 2012, 2013 and 2014, and it has returned to the winner’s circle with a significant improvement in performance over the last year. Guardian increased customer satisfaction by 6% points from a year ago to 93% – a larger increase than any of its leading rivals. Several other leading pharmacies improved their customer satisfaction over the last year, including Priceline Pharmacy (up 2% points to 92%), TerryWhite Chemmart (up 2% points to 91%), Amcal/Amcal Max (up 2% points to 90%) and Chemist Warehouse (up 1% point to 90%).

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

Autobarn tops customer satisfaction in March

Original article by Roy Morgan
Market Research Update – Page: Online : 6-May-19

Autobarn has again topped key rivals Supercheap Auto and Repco in the very competitive Auto store category in the Roy Morgan Satisfaction program to be Australia’s top Auto store in March, with a customer satisfaction rating of 89%. The greatest growth in customer satisfaction was recorded by Repco, with an increase of 3%. Roy Morgan CEO Michele Levine says that Autobarn with a customer satisfaction rating of 89%, currently holds a narrow lead for customer satisfaction ahead of competitors Supercheap Auto (88%) and Repco (87%), with very high ratings for all three Auto stores. The Roy Morgan customer satisfaction program is based on in-depth interviews with over 50,000 Australians each year as part of the Roy Morgan Single Source survey.

CORPORATES
AUTOBARN PTY LTD, ROY MORGAN LIMITED, OCPER AUTO PARTS PTY LTD

Satisfaction with industry funds increasing while total market satisfaction declines

Original article by Roy Morgan
Market Research Update – Page: Online : 8-Apr-19

The latest findings from ‘The Roy Morgan Superannuation Satisfaction Report’ shows that industry funds improved their satisfaction rating by 0.9% points (to 62.1%) in the year to February 2019. Satisfaction with retail funds fell to 55.7% (down 3.5% points), and satisfaction with self-managed super funds was 73.4% (down 0.1%). The report shows that industry funds have higher satisfaction than retail funds across all balances. Over the last year, retail funds have shown declines in satisfaction at all levels, with the biggest decline being a drop of 14.3% for members with balances of less than $5,000. There was also an 8.0% point decline for those with balances of $700,000 or more. Meanwhile, of the 15 best performing industry and retail funds, Unisuper with a satisfaction rating of 71.2% was well ahead of second placed HESTA (68.3%) and Cbus (66.6%). The report is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 30,000 superannuation fund members.

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