CONSUMER SATISFACTION – AUSTRALIA

Wrinkles in CBA’s satisfaction crown

roymorgansocial Leave a comment

Original article by Vesna Poljak
The Australian Financial Review – Page: 23 : 6-Oct-16

Roy Morgan Research’s latest survey of customer bank satisfaction shows that the Commonwealth Bank of Australia (CBA) ranked first in retail main financial institution customer satisfaction for the six months to August 2016. Customers were less satisfied with CBA’s mortgage products, with CBA ranking third out of the big four banks. CBA dominates Australia’s mortgage market, with a 25.3 per cent market share.

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

Supermarket satisfaction: a one-horse race?

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 6-Oct-16

Roy Morgan Research has announced the winners of its Customer Satisfaction Awards for August 2016. Aldi was the top-rating supermarket chain in August, with a customer satisfaction rating of 96 per cent, ahead of Foodland (94 per cent), IGA (92 per cent), Coles (91 per cent) and Woolworths/Safeway (88 per cent). Aldi also had the highest customer satisfaction rating in six out of nine grocery sub-categories (dairy, fresh fruit, fresh vegetables, meat, packaged groceries and general merchandise). Of the three remaining sub-categories, Aldi does not have deli and seafood counters.

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

Satisfaction with banks improves marginally in August

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 27-Sep-16

A Roy Morgan Research Single Source survey has found that the satisfaction level of personal customers of Australian banks rose to 81.6 per cent in the six months to August 2016, compared with 81.5 per cent in July. This is well above the long-term average and is just below the 20-year high of 82.9 per cent recorded in 2015. Meanwhile, the satisfaction level of the personal customers of the four major banks was unchanged at 79.7 per cent. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 81.4 per cent, followed by the ANZ Bank (79.9 per cent). Outside of the big four banks, Greater Bank (95.2 per cent had the highest level of customer satisfaction, ahead of Bank Australia (94.8 per cent).

CORPORATES
ROY MORGAN RESEARCH 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, GREATER BANK LIMITED, BANK AUSTRALIA, VICTORIA TEACHERS MUTUAL BANK, TEACHERS MUTUAL BANK LIMITED, HERITAGE BANK LIMITED – ASX HBS, BANK OF QUEENSLAND LIMITED – ASX BOQ, BENDIGO BANK, BANK OF WESTERN AUSTRALIA LIMITED, SUNCORP BANK, ING DIRECT

JB Hi-Fi and The Good Guys: satisfaction guaranteed?

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 20-Sep-16

A Roy Morgan Single Source survey has found that more than three million Australians aged 14+ made at least one purchase from JB Hi-Fi in an average four weeks in the year to June 2016. Over a million made at least one purchase from The Good Guys, while Harvey Norman, attracted nearly 1.3 million customers in the same time period. The survey also shows that JB Hi-Fi customers have a mean household income of $A115,000, compared with $A107,000 for Harvey Norman customers and $A98,000 for The Good Guys customers. Meanwhile, The Good Guys has triumphed in the Furniture/Electrical Store category of the Roy Morgan Customer Satisfaction Awards every month this year with scores consistently over 90 per cent, and JB Hi-Fi has been close behind it in second place (also with scores hovering around 90 per cent and above).

CORPORATES
ROY MORGAN RESEARCH LIMITED, JB HI-FI LIMITED – ASX JBH, THE GOOD GUYS, HARVEY NORMAN HOLDINGS LIMITED – ASX HVN

Autobarn accelerates its way to customer satisfaction success

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 1-Sep-16

Roy Morgan Research has announced the July 2016 winners of its monthly Customer Satisfaction Awards in Australia. Autobarn won the Customer Satisfaction Award in the category of Auto Stores by satisfying 88 per cent of its customers, followed by Supercheap Auto with 87 per cent and Repco with 82 per cent.

CORPORATES
ROY MORGAN RESEARCH LIMITED, AUTOBARN PTY LTD, SUPER CHEAP AUTO, REPCO LIMITED

Consumer satisfaction with big four banks up in July

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 31-Aug-16

A Roy Morgan Research Single Source survey has found that the satisfaction level of the personal customers of Australia’s four major banks was 79.7 per cent in the six months to July 2016, compared with 79.5 per cent in June. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 81.4 per cent, followed by the ANZ Bank (79.6 per cent), National Australia Bank (78.0 per cent) and Westpac (77.7 per cent). Outside of the big four banks, Teachers Mutual remains the best performer with 93.8 per cent satisfaction, followed by Bank Australia (93.6 per cent) and Heritage Bank (92.1 per cent).

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

A new era in customer satisfaction for international airlines?

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 3-Aug-16

Roy Morgan Research has announced the June 2016 winners of its monthly Customer Satisfaction Awards in Australia. Emirates has won the award in the category of International Airlines, with a customer satisfaction rating of 89 per cent. Second-place getter Air New Zealand had a satisfaction rating of just over 87 per cent. Having won three months apiece so far this year, the two airlines have achieved the seeming impossible by holding Singapore Airlines – winner of the International Airline of the Year in 2012, 2013, 2014 and 2015 – at bay. Currently, Singapore Airlines sits in third position, less than a percentage point behind Air New Zealand.

CORPORATES
ROY MORGAN RESEARCH LIMITED, EMIRATES AIRLINES, AIR NEW ZEALAND LIMITED – ASX AIZ, SINGAPORE AIRLINES LIMITED

Chemists set the pace in Customer Satisfaction

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 22-Jul-16

Roy Morgan Research has announced the May 2016 winners of its monthly Customer Satisfaction Awards in Australia. Soul Pattinson took out top spot in the Chemist/Pharmacy category for the fourth consecutive month, with a customer satisfaction rating of 92 per cent. It was just ahead of Guardian Pharmacy (91 per cent), My Chemist (90 per cent) and Chemist Warehouse (also 90 per cent). Roy Morgan data shows that people aged 50+ are substantially more likely than those under 50 to shop at a chemist in an average four weeks. They also tend to be more satisfied than younger customers – a tendency which goes some way towards explaining the customer satisfaction success of Soul Pattinson and Guardian Pharmacy. For both of these chains, the 50+ demographic comprises over 60 per cent of their customer traffic in an average four weeks.

CORPORATES
ROY MORGAN RESEARCH LIMITED, SOUL PATTINSON, GUARDIAN PHARMACY, MY CHEMIST PTY LTD, CHEMIST WAREHOUSE, DISCOUNT DRUGSTORES PTY LTD

Consumer satisfaction with big four banks down in June to the lowest level in three years

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 22-Jul-16

A Roy Morgan Research Single Source survey has found that the satisfaction level of the personal customers of Australia’s four major banks was 79.5 per cent in the six months to June 2016, compared with 80.1 per cent in May. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 81.2 per cent, which is 0.5 per cent lower than previously. Meanwhile, the overall satisfaction rate of the big four banks’ home-loan customers was 76.9 per cent in June 2016, compared with a satisfaction rate of 80.2 per cent for their non-home loan customers.

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

Consumer satisfaction with big four banks down marginally in May

roymorgansocial Leave a comment

Original article by Roy Morgan Research
Market Research Update – Page: Online : 22-Jun-16

A Roy Morgan Research Single Source survey has found that the overall satisfaction level of the personal customers of Australia’s four major banks fell to 80.1 per cent in the six months to May 2016, compared with 80.2 per cent in April. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, unchanged at 81.7 per cent, although it has fallen by 0.8 per cent over the last 12 months. Meanwhile, many smaller banks had higher customer satisfaction ratings than the "big four" in May, with Teachers Mutual boasting a satisfaction rating of 94.5 per cent.

CORPORATES
ROY MORGAN RESEARCH LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, TEACHERS MUTUAL BANK LIMITED, HERITAGE BANK LIMITED – ASX HBS, BANK AUSTRALIA, BEYOND BANK AUSTRALIA, ING DIRECT, BENDIGO BANK, BANK OF QUEENSLAND LIMITED – ASX BOQ