CONSUMER SATISFACTION – AUSTRALIA

Which insurance companies have got customer satisfaction covered?

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

The Roy Morgan Customer Satisfaction Awards include three insurance categories – General Insurer, Private Health Insurer and Risk & Life Insurer. Insurers are not among the Customer Satisfaction Awards’ highest-scoring categories. When measured for their industry-wide satisfaction average over the last 12 months, General Insurers come in at 19th (with an overall average of 81 per cent), Private Health Insurers are at 25th (75 per cent), and Risk & Life Insurers are at 28th (69 per cent).

CORPORATES
ROY MORGAN RESEARCH LIMITED, RACT INSURANCE PTY LTD, RAA INSURANCE LIMITED, SGIC INSURANCE LIMITED, SHANNONS, AUSTRALIAN PENSIONERS INSURANCE AGENCY PTY LTD, ST LUKE’S HEALTH INSURANCE, ALLIANZ AUSTRALIA LIMITED, SUNCORP GROUP LIMITED – ASX SUN

Satisfaction with performance of industry super funds increases their lead over retail funds

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 8-Jun-16

A Roy Morgan Single Source survey has found that 60.6 per cent of members of Australian industry superannuation funds were satisfied with their fund’s financial performance in the six months to April 2016. This compares with 56.9 per cent of members of retail super funds. Meanwhile, industry funds have increased their satisfaction level by 1.5 per cent over the last 12 month, while retail funds showed a small decline of 0.1 per cent. The survey also shows that satisfaction with super increases with the amount held, with both industry and retail funds scoring best among people with balances of more than $A700,000.

CORPORATES
ROY MORGAN RESEARCH LIMITED, CATHOLIC SUPERANNUATION AND RETIREMENT FUND, CONSTRUCTION AND BUILDING UNIONS’ SUPERANNUATION FUND, STATEWIDE SUPERANNUATION PTY LTD, AUSTRALIANSUPER PTY LTD, MOTOR TRADES ASSOCIATION OF AUSTRALIA SUPERANNUATION FUND PTY LTD, REST SUPER PTY LTD

Roy Morgan Customer Satisfaction Awards: a different perspective

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 25-May-16

Roy Morgan Research has announced the April 2016 winners of its monthly Customer Satisfaction Awards in Australia. The awards are based on data from the Roy Morgan Single Source survey, which shows that the 20 highest-scoring businesses had customer satisfaction ratings of at least 85 per cent in the year to April 2016, while the top 10 all had ratings of more than 90 per cent. Analysis by industry shows that car manufacturers had the highest average satisfaction rating in the year to April (at 93 per cent), ahead of building societies/credit unions (91 per cent). Full details of all 32 category winners can be seen at CustomerSatisfactionAwards.com.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Consumer satisfaction with big four banks improves in April

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 25-May-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 rose to 80.2 per cent in the six months to April 2016, compared with 80 per cent in March. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 81.7 per cent, which is 0.4 per cent lower than previously. Meanwhile, many smaller banks had higher customer satisfaction ratings than the "big four", with Teachers Mutual boasting a satisfaction rating of 92.7 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, ME BANK

Roy Morgan Customer Satisfaction Awards March 2016 Winners

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

Roy Morgan Research has announced the March 2016 winners of its monthly Customer Satisfaction Awards in Australia. The awards cover the finance, retail, telecommunications, travel and tourism, automotive and utilities sectors, and are based on data from the Roy Morgan Consumer Single Source survey. The March winners include P&N Bank (Bank of the Month), Just Jeans (Clothing Store of the Month), Internode (Home Broadband Service Provider of the Month), Qantas (Domestic Airline of the Month) and Red Energy (Electricity Provider of the Month).

CORPORATES
ROY MORGAN RESEARCH LIMITED, P&N BANK, JUST JEANS PTY LTD, INTERNODE SYSTEMS PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, RED ENERGY PTY LTD, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NEWCASTLE PERMANENT BUILDING SOCIETY LIMITED, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, ALLIANZ AUSTRALIA LIMITED, MERCER INVESTMENTS PTY LTD, MERCER INVESTMENTS PTY LTD, CATHOLIC SUPERANNUATION AND RETIREMENT FUND, SUPER CHEAP AUTO, MUFFIN BREAK PTY LTD, MYER HOLDINGS LIMITED – ASX MYR, TARGET AUSTRALIA PTY LTD, THE REJECT SHOP LIMITED – ASX TRS, THE GOOD GUYS, HOME TIMBER AND HARDWARE, SOUL PATTINSON, SUBWAY SANDWICHES PTY LTD, DAN MURPHY’S, SPENDLESS SHOES PTY LTD, SPORTS POWER, ALDI STORES SUPERMARKETS PTY LTD, SOUTHERN PHONE COMPANY LIMITED, APPLE PTY LTD, AMAYSIM AUSTRALIA LIMITED – ASX AYS, AIR NEW ZEALAND LIMITED – ASX AIZ, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, LUMO ENERGY AUSTRALIA PTY LTD, LEXUS AUSTRALIA

Netflix halo effect dulls Foxtel lustre

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Original article by Dominic White
The Age – Page: 23 : 28-Mar-16

A survey by Canstar Blue shows that Netflix has the highest rating in terms of overall customer satisfaction among Australian users of subscription-based TV services. Netflix received five out of five stars, while Foxtel received just three stars. It is estimated that Netflix has gained more than one million customers since launching in Australia in March 2015. A key challenge for Foxtel is the fact that even its entry-level package costs more than a Netflix subscription.

CORPORATES
NETFLIX INCORPORATED, FOXTEL MANAGEMENT PTY LTD, CANSTAR BLUE PTY LTD, STAN ENTERTAINMENT PTY LTD, PRESTO ENTERTAINMENT PTY LTD, TELSTRA CORPORATION LIMITED – ASX TLS, NEWS CORP AUSTRALIA PTY LTD, NEWS CORPORATION – ASX NWS, SEVEN NETWORK LIMITED, NINE NETWORK AUSTRALIA LIMITED, AUSTRALIAN FOOTBALL LEAGUE, NATIONAL RUGBY LEAGUE, NINE ENTERTAINMENT COMPANY HOLDINGS LIMITED – ASX NEC, FAIRFAX MEDIA LIMITED – ASX FXJ, CBS CORPORATION, SHOWTIME, NBC UNIVERSAL INCORPORATED, WALT DISNEY COMPANY, FOX SPORTS AUSTRALIA PTY LTD, SINGTEL OPTUS PTY LTD, ENGLISH PREMIER LEAGUE

Consumer satisfaction with big four banks dips again in February

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 22-Mar-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 80.5 per cent in the six months to February 2016, compared with 80.6 per cent in January. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 82 per cent. Meanwhile, many smaller banks had higher customer satisfaction ratings than the "big four", with Beyond Bank Australia boasting a satisfaction rating of 95.4 per cent. Smaller lenders also had higher satisfaction ratings among home loan customers, with ING Direct topping the list with a satisfaction rating of 94.6 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, BEYOND BANK AUSTRALIA, ING DIRECT, TEACHERS MUTUAL BANK LIMITED, HERITAGE BANK LIMITED – ASX HBS, BANK OF QUEENSLAND LIMITED – ASX BOQ, BENDIGO BANK, BANK OF WESTERN AUSTRALIA LIMITED, ME BANK

Roy Morgan Customer Satisfaction Awards January 2016 Winners

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 8-Mar-16

Roy Morgan Research has announced the January 2016 winners of its monthly Customer Satisfaction Awards in Australia. The awards cover the finance, retail, telecommunications, travel and tourism, automotive and utilities sectors, and are based on data from the Roy Morgan Consumer Single Source survey. The January winners include P&N Bank (Bank of the Month), Muffin Break (Coffee Shop of the Month), Internode (Home Broadband Service Provider of the Month), Qantas (Domestic Airline of the Month) and Lumo Energy (Gas Provider of the Month).

CORPORATES
ROY MORGAN RESEARCH LIMITED, P&N BANK, MUFFIN BREAK, INTERNODE SYSTEMS PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, LUMO ENERGY AUSTRALIA PTY LTD, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NEWCASTLE PERMANENT BUILDING SOCIETY LIMITED, RACT INSURANCE PTY LTD, HEALTH INSURANCE FUND, INSURANCELINE HOLDINGS PTY LTD, ASGARD PTY LTD, CATHOLIC SUPERANNUATION AND RETIREMENT FUND, SUPER CHEAP AUTO, ROCKMANS STORES LIMITED, MYER HOLDINGS LIMITED – ASX MYR, HARRIS SCARFE HOLDINGS LIMITED, THE REJECT SHOP LIMITED – ASX TRS, THE GOOD GUYS, HOME TIMBER AND HARDWARE, DISCOUNT DRUGSTORES PTY LTD, SUBWAY SANDWICHES PTY LTD, DAN MURPHY’S, SPENDLESS SHOES PTY LTD, REBEL SPORT LIMITED, ALDI STORES SUPERMARKETS PTY LTD, SOUTHERN PHONE COMPANY LIMITED, APPLE PTY LTD, EMIRATES AIRLINES, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, RED ENERGY PTY LTD, LEXUS AUSTRALIA

NAB Challenge satisfies NAB customers

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

A Roy Morgan Single Source survey has found that 82 per cent of National Australia Bank customers aged +14 who "occasionally" watch NAB Challenge games during the AFL’s pre-season are very or fairly satisfied with the bank, while the satisfaction level among those who "almost always" watch NAB Challenge matches is 88 per cent. Meanwhile, 80.2 per cent of National Australia Bank customers overall were satisfied with the bank during the six months to December 2015.

CORPORATES
ROY MORGAN RESEARCH LIMITED, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIAN FOOTBALL LEAGUE

Roy Morgan announces winners of the 2015 Customer Satisfaction Awards

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 17-Feb-16

Roy Morgan Research announced the winners of its fifth annual Customer Satisfaction Awards for Australia on 17 February 2016. The awards recognise outstanding levels of customer satisfaction, as judged by more than 50,000 consumers throughout 2015. The 32 award categories cover sectors such as banking, insurance, superannuation, automotive, travel and hospitality, retail, telecommunications and utilities. Roy Morgan Research CEO Michele Levine says the awards are widely considered to be the most accurate, reliable measure of customer satisfaction in Australia. She adds that all of the 2015 award winners have one thing in common: they go the extra mile for their customers and their customers recognise their efforts.

CORPORATES
ROY MORGAN RESEARCH LIMITED, TEACHERS MUTUAL BANK LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, GREATER BUILDING SOCIETY LIMITED, RACT INSURANCE PTY LTD, TEACHERS HEALTH FUND, REAL INSURANCE, ASGARD PTY LTD, ESSSUPER, SUPER CHEAP AUTO, DONUT KING, ROCKMANS STORES LIMITED, MYER HOLDINGS LIMITED – ASX MYR, HARRIS SCARFE HOLDINGS LIMITED, THE REJECT SHOP LIMITED – ASX TRS, BETTA HOME LIVING, HOME TIMBER AND HARDWARE, SOUL PATTINSON, PIZZA CAPERS, DAN MURPHY’S, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, REBEL SPORT LIMITED, FOODLAND AUSTRALIA LIMITED, SOUTHERN PHONE COMPANY LIMITED, APPLE INCORPORATED, ALDIMOBILE, QANTAS AIRWAYS LIMITED – ASX QAN, SINGAPORE AIRLINES LIMITED, RED ENERGY PTY LTD, LEXUS AUSTRALIA