CONSUMER SATISFACTION – AUSTRALIA

Satisfaction with big four banks up in December as home loan customers recover

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

A Roy Morgan Research Single Source survey has found that the satisfaction level of the personal customers of Australia’s four major banks rose by 0.5 per cent to 80.9 per cent in the six months to December 2015. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 82.4 per cent, which is 0.7 per cent higher than previously. It also had the highest satisfaction rating among the home loan customers of the big four banks, at 80.6 per cent. Smaller banks had the highest level of customer satisfaction overall, at 87 per cent, while the mutual sector’s customer satisfaction rating was 91.2 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, ST GEORGE BANK LIMITED, BANK OF MELBOURNE LIMITED, BENDIGO BANK, TEACHERS MUTUAL BANK LIMITED

Roy Morgan Customer Satisfaction Awards November 2015 Winners

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 12-Jan-16

Roy Morgan Research has announced the November 2015 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 November winners include P&N Bank (Bank of the Month), Super Cheap Auto (Auto Store of the Month), Internode (Home Broadband 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, SUPER CHEAP AUTO, INTERNODE SYSTEMS PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, LUMO ENERGY AUSTRALIA PTY LTD, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, GREATER BUILDING SOCIETY LIMITED, RACT INSURANCE PTY LTD, HEALTH PARTNERS, INSURANCEONLINE, ASGARD PTY LTD, ESSSUPER, MUFFIN BREAK PTY LTD, 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, AMCAL PTY LTD, PIZZA CAPERS, DAN MURPHY’S, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, REBEL SPORT LIMITED, ALDI STORES SUPERMARKETS PTY LTD, SOUTHERN PHONE COMPANY LIMITED, APPLE COMPUTER AUSTRALIA PTY LTD, SINGAPORE AIRLINES LIMITED, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, LEXUS AUSTRALIA

Qantas and Singapore Airlines set flight path for customer satisfaction success

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 21-Dec-15

A Roy Morgan Single Source survey, which was carried out in the year to October 2015, has found that 7.6 million Australians aged 14+ fly on a domestic airline in an average four weeks. Meanwhile, 4.6 million Australians travel with an international airline and 1.9 million fly domestic business class. The October Roy Morgan Research Customer Satisfaction Awards shows that Qantas had a customer satisfaction rating of 84 per cent in the categories of Domestic Airline and Domestic Business Airline, ahead of Virgin Australia (82 per cent and 78 per cent respectively. Singapore Airlines (91 per cent) and Emirates (88 per cent) had the highest satisfaction ratings in the category of International Airline.

CORPORATES
ROY MORGAN RESEARCH LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, SINGAPORE AIRLINES LIMITED, EMIRATES AIRLINES, AIR NEW ZEALAND LIMITED – ASX AIZ, THAI AIRWAYS INTERNATIONAL PUBLIC COMPANY LIMITED

Satisfaction with big four banks dips further in November

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 14-Dec-15

A Roy Morgan Research Single Source survey shows that the satisfaction level of the personal customers of Australia’s four major banks fell by 0.5 per cent to 80.4 per cent in the six months to November 2015. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 81.7 per cent, which is 0.7 per cent lower than previously. It also had the highest satisfaction rating among the home loan customers of the big four banks, at 80.1 per cent. Smaller banks had the highest level of customer satisfaction overall, at 86.6 per cent, while the mutual sector’s customer satisfaction rating was 91.2 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, SUNCORP BANK, BENDIGO BANK, ING DIRECT

Roy Morgan Customer Satisfaction Awards October 2015 Winners

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 27-Nov-15

Roy Morgan Research has announced the October 2015 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 October winners include Teachers Mutual Bank (Bank of the Month), Super Cheap Auto (Auto Store of the Month), Internode (Home Broadband Provider of the Month), Qantas (Domestic Airline of the Month) and Red Energy (Electricity Provider of the Month).

CORPORATES
ROY MORGAN RESEARCH LIMITED, TEACHERS MUTUAL BANK LIMITED, SUPER CHEAP AUTO, INTERNODE SYSTEMS PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, RED ENERGY PTY LTD, ISUZU UTE AUSTRALIA PTY LTD, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, GREATER BUILDING SOCIETY LIMITED, RACT INSURANCE PTY LTD, HEALTH PARTNERS, REAL INSURANCE, ASGARD PTY LTD, ESSSUPER, MUFFIN BREAK PTY LTD, 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, FIRST CHOICE LIQUOR SUPERSTORE, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, REBEL SPORT LIMITED, FOODLAND AUSTRALIA LIMITED, SOUTHERN PHONE COMPANY LIMITED, APPLE COMPUTER AUSTRALIA PTY LTD, SINGAPORE AIRLINES LIMITED

Consumer satisfaction with big four banks dips in October

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 17-Nov-15

A Roy Morgan Research Single Source survey shows that the satisfaction level of the personal customers of Australia’s four major banks fell by 0.3 per cent to 80.9 per cent in the six months to October 2015. The Commonwealth Bank continued to have the highest customer satisfaction rating of the four major banks, at 82.4 per cent, which is 0.1 per cent lower than previously. It also had the highest satisfaction rating among home loan customers of the big four banks, at 81.8 per cent (down 0.2 per cent). Smaller banks had the highest level of customer satisfaction overall and among home loan customers in October.

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, SUNCORP BANK, BENDIGO BANK, BANK OF MELBOURNE LIMITED, ST GEORGE BANK LIMITED, ING DIRECT, ME BANK, BANK OF SOUTH AUSTRALIA LIMITED

Roy Morgan Customer Satisfaction Awards September 2015 Winners

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-Oct-15

Roy Morgan Research has announced the September 2015 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 September winners include Teachers Mutual Bank (Bank of the Month), Super Cheap Auto (Auto Store of the Month), Westnet (Home Broadband Provider of the Month), Virgin Australia (Domestic Airline of the Month) and Red Energy (Electricity Provider of the Month).

CORPORATES
ROY MORGAN RESEARCH LIMITED, TEACHERS MUTUAL BANK LIMITED, SUPER CHEAP AUTO, WESTNET PTY LTD, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, RED ENERGY PTY LTD, ISUZU MOTORS LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, GREATER BUILDING SOCIETY LIMITED, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, REAL INSURANCE, ASGARD PTY LTD, ESSSUPER, MUFFIN BREAK PTY LTD, 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, GUARDIAN CHEMISTS, FASTA PASTA FAMILY RESTAURANTS PTY LTD, DAN MURPHY’S, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, REBEL SPORT LIMITED, ALDI STORES SUPERMARKETS PTY LTD, SOUTHERN PHONE COMPANY LIMITED, APPLE COMPUTER AUSTRALIA PTY LTD, ALDIMOBILE, SINGAPORE AIRLINES LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN

Big four banks lag in home loan customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 22-Oct-15

A Roy Morgan Single Source survey has found that the overall satisfaction level of home loan customers of Australia’s big four banks was 80 per cent in the six months to September 2015. This compares with 78.2 per cent 12 months ago. The Commonwealth Bank (82 per cent) and Westpac (80.8 per cent) had the highest individual satisfaction ratings among home loan customers of the four major banks. However, ME Bank home loan customers have the highest satisfaction rating (92.8 per cent), closely followed by ING Direct (92.7 per cent). Meanwhile, the Commonwealth Bank increased its lead in overall customer satisfaction (82.5 per cent) among the big four banks.

CORPORATES
ROY MORGAN RESEARCH LIMITED, 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, ME BANK, ING DIRECT, BANK OF SOUTH AUSTRALIA LIMITED, BENDIGO BANK, BANK OF MELBOURNE LIMITED

Quality over quantity: another customer satisfaction win for Harris Scarfe

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 21-Oct-15

A Roy Morgan Single Source survey has found that Harris Scarfe has a customer satisfaction rating of 90 per cent among Australians aged 14+ who visited a discount department store in the year to August 2015. Harris Scarfe has now taken out top spot in the Discount Department Store category of the Roy Morgan Research Customer Satisfaction Awards for six consecutive months. Target and Target Country have customer satisfaction ratings of 88 per cent and 87 per cent respectively.

CORPORATES
ROY MORGAN RESEARCH LIMITED, HARRIS SCARFE HOLDINGS LIMITED, TARGET AUSTRALIA PTY LTD, TARGET COUNTRY, KMART AUSTRALIA LIMITED, BIG W DISCOUNT STORES, BEST AND LESS PTY LTD, WOOLWORTHS LIMITED – ASX WOW, ALDI STORES SUPERMARKETS PTY LTD

Internet banking growth and satisfaction outstrips other channels

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 12-Oct-15

A Roy Morgan Single Source survey has found that 62.2 per cent of Australians aged 14+ used the internet (via website or mobile) to deal with their bank in an average four-week period during the six months to August 2015. This compares with 58.6 per cent in the six months to August 2013. Meanwhile, the proportion of bank customers using branches in an average four-week period has fallen from 35.5 per cent to 32.3 per cent over the last two years. The only area of growth has been mobile banking, which has increased from 26.2 per cent of Australians to 33.6 per cent. The satisfaction level of internet banking is now 90.2 per cent, compared with 88.4 per cent for branches.

CORPORATES
ROY MORGAN RESEARCH LIMITED, SUNCORP BANK, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA