CONSUMER SATISFACTION – AUSTRALIA

Satisfaction with motor vehicle insurers on the rise

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 4-Nov-16

A Roy Morgan Single Source survey has found that satisfaction among motor vehicle insurance policy holders was 82.1% in the year to September 2016, up from 80.1% over the same period in 2013, and well ahead of a decade ago (74.1% in 2006). Most of the largest insurers improved their satisfaction scores, with 96.8% of policy holders being at least fairly likely to renew their insurance with their existing company. These are the latest findings from the Single Source survey of over 50,000 consumers pa which includes detailed coverage of over 40,000 motor vehicle insurance policies.

CORPORATES
ROY MORGAN RESEARCH LIMITED, QBE INSURANCE GROUP LIMITED – ASX QBE, SUNCORP GROUP LIMITED – ASX SUN, YOUI PTY LTD, COLES GROUP LIMITED, SHANNONS, RACT INSURANCE PTY LTD, COMMINSURE, BUDGET DIRECT INSURANCE AGENCY PTY LTD, AUSTRALIAN PENSIONERS INSURANCE AGENCY PTY LTD

First Choice Liquor: first in customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 24-Oct-16

For the third consecutive month, First Choice Liquor has come first in the Liquor Store category of Roy Morgan Research’s Customer Satisfaction Awards, with a score of just over 93 per cent in August 2016. It is followed by Cellarbrations (93 per cent) and Dan Murphy’s (92 per cent). Meanwhile, 48 per cent of people who usually shop at a Cellarbrations store say that being "located where I do other shopping" is important, compared with just 28 per cent of First Choice customers. However, 81 per cent of First Choice shoppers identify "good value" as an important factor, compared with 61 per cent of Cellarbrations customers.

CORPORATES
ROY MORGAN RESEARCH LIMITED, FIRST CHOICE LIQUOR SUPERSTORE, CELLARBRATIONS, DAN MURPHY’S, IGA LIQUOR, INDEPENDENT BRANDS AUSTRALIA PTY LTD

Australians with industry superannuation funds are more satisfied than those with retail funds

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 14-Oct-16

A Roy Morgan Single Source survey has found that 59.7 per cent of Australians aged 14+ with an industry superannuation fund were satisfied with the financial performance of their fund in the six months to August 2016. This compares with 57 per cent of people with retail super funds. Members of industry funds have had a higher level of satisfaction than retail funds every month since 2007. The survey also shows that among people with a super balance of more than $A700,000, industry funds lead with 83.3 per cent satisfaction, compared with 80.5 per cent for retail funds. However, for those holding less than $A5,000 in superannuation, retail funds have marginally higher satisfaction than industry funds (48.0 per cent compared with 47.5 per cent).

CORPORATES
ROY MORGAN RESEARCH LIMITED

Wrinkles in CBA’s satisfaction crown

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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?

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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

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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?

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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

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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

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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?

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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