CONSUMER SATISFACTION – AUSTRALIA

Self-Managed Super popularity linked to sustained Satisfaction lead

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

A Roy Morgan Single Source survey has found that members of self-managed superannuation funds (SMSFs) have consistently been more satisfied with their fund’s financial performance than members of other funds over the last 13 years. SMSFs scored a satisfaction rating of 77.3 per cent in the six months to January 2015, compared with 59 per cent for industry funds and 56.3 per cent for retail funds. The survey also shows that satisfaction with super increases with the balance held, although it is worth noting that SMSFs have the highest satisfaction for all balances over $A5,000

CORPORATES
ROY MORGAN RESEARCH LIMITED

Roy Morgan announces the winners of the 2014 Telecommunications Customer Satisfaction Awards

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 19-Feb-15

Roy Morgan Research announced the winners of its 2014 Customer Satisfaction Awards for the telecommunications industry on 18 February 2015. Amaysim was named the Mobile Phone Service Provider of the Year for the second year running, while Internode won the award for Home Internet Service Provider of the Year for the fourth successive year. Southern Phone was named the Home Phone Provider of the Year and Apple won the award for Handset Provider of the Year

CORPORATES
ROY MORGAN RESEARCH LIMITED, AMAYSIM AUSTRALIA PTY LTD, INTERNODE SYSTEMS PTY LTD, SOUTHERN PHONE COMPANY LIMITED, APPLE INCORPORATED, IINET LIMITED – ASX IIN, TPG TELECOM LIMITED – ASX TPM

Roy Morgan Customer Satisfaction Awards: announcing Australia’s retail superstars

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 19-Feb-15

Roy Morgan Research announced the winners of its 2014 Customer Satisfaction Awards for the retail industry on 18 February 2015. David Jones was named the Department Store of the Year, while Target won the award for Discount Department Store of the Year. The Reject Shop won the award for Discount Variety Store of the Year, and The Good Guys took out the award for Furniture/Electrical Store of the Year for a fourth consecutive year

CORPORATES
ROY MORGAN RESEARCH LIMITED, DAVID JONES LIMITED, TARGET AUSTRALIA PTY LTD, THE REJECT SHOP LIMITED – ASX TRS, THE GOOD GUYS, AUTOBARN PTY LTD, GUARDIAN CHEMISTS, SUZANNE GRAE, MICHEL’S PATISSERIE, TRUE VALUE HARDWARE LIMITED, DYMOCKS PTY LTD, CRUST GOURMET PIZZA BAR PTY LTD, GULL PETROLEUM PTY LTD, BETTS AND BETTS PTY LTD, BETTS KIDS, SPORTSPOWER, ALDI STORES SUPERMARKETS PTY LTD

Roy Morgan announces 2014 winners of Banking and Finance Satisfaction Awards

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 19-Feb-15

Roy Morgan Research announced the winners of its 2014 Customer Satisfaction Awards for the banking and finance industry on 18 February 2015. P&N Bank was named the Bank of the Year, while the Commonwealth Bank won the award for Major Bank of the Year. Bendigo Bank was named the Business Bank of the Year, Defence Service Homes Insurance took out the award for General Insurer of the Year and ESSSuper received the award for Industry Superannuation Fund of the Year

CORPORATES
ROY MORGAN RESEARCH LIMITED, P&N BANK, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, BENDIGO BANK, BENDIGO AND ADELAIDE BANK LIMITED – ASX BEN, DEFENCE SERVICE HOMES INSURANCE SCHEME, ESSSUPER, GREATER BUILDING SOCIETY LIMITED, PEOPLE’S CHOICE CREDIT UNION, CBHS FRIENDLY SOCIETY LIMITED, INSURANCELINE HOLDINGS PTY LTD, NRMA LIMITED, REST SUPER PTY LTD, WESTPAC BANKING CORPORATION – ASX WBC, PLUM FINANCIAL SERVICES LIMITED

Roy Morgan announces 2014 winners of Customer Satisfaction Awards

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 19-Feb-15

Roy Morgan Research announced the winners of its fourth annual Customer Satisfaction Awards on 18 February 2015. The awards recognise outstanding levels of customer satisfaction, as judged by more than 50,000 consumers and 12,000 business decision-makers throughout 2014. The 37 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 have earned a reputation as the most accurate and reliable measure of customer satisfaction in Australia

CORPORATES
ROY MORGAN RESEARCH LIMITED, LEXUS AUSTRALIA, P&N BANK, GREATER BUILDING SOCIETY LIMITED, PEOPLE’S CHOICE CREDIT UNION, DEFENCE SERVICE HOMES INSURANCE SCHEME, ESSSUPER, PLUM FINANCIAL SERVICES LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, WESTPAC BANKING CORPORATION – ASX WBC, CBHS FRIENDLY SOCIETY LIMITED, INSURANCELINE HOLDINGS PTY LTD, BENDIGO AND ADELAIDE BANK LIMITED – ASX BEN, NRMA LIMITED, REST SUPER PTY LTD, AUTOBARN PTY LTD, GUARDIAN CHEMISTS, SUSSAN-SUZANNE GRAE, MICHEL’S PATISSERIE, DAVID JONES LIMITED, TARGET AUSTRALIA PTY LTD, THE REJECT SHOP LIMITED – ASX TRS, THE GOOD GUYS, TRUE VALUE HARDWARE LIMITED, CRUST PIZZA, GULL PETROLEUM PTY LTD, BETTS AND BETTS PTY LTD, BETTS KIDS, SPORTSPOWER, ALDI STORES SUPERMARKETS PTY LTD, APPLE INCORPORATED, SOUTHERN PHONE COMPANY LIMITED, INTERNODE SYSTEMS PTY LTD, AMAYSIM AUSTRALIA PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, SINGAPORE AIRLINES LIMITED, ACTEWAGL, RED ENERGY PTY LTD

Westpac leads big four in business customer satisfaction and advocacy

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

A Roy Morgan Research Business Single Source survey has found that the overall satisfaction level of the business customers of Australia’s four major banks fell to 65.6 per cent in January 2015. This compares with 68.6 per cent in September 2014. Westpac retained the highest satisfaction rating at 70.5 per cent, ahead of the Commonwealth Bank on 66.4 per cent. However, smaller banks continue to outperform the "big four" in terms of business customer satisfaction, increasing their satisfaction level from 69.4 per cent to 70.6 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, BENDIGO AND ADELAIDE BANK LIMITED – ASX BEN, SUNCORP GROUP LIMITED – ASX SUN

Business satisfaction with banks reaches new high – but big four lag behind smaller banks

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 13-Jan-15

A Roy Morgan Research Business Single Source survey has found that the satisfaction level of the business customers of Australia’s four major banks was 67.6 per cent in the six months to November 2014. Satisfaction with non-big four banks was 72.2 per cent. The overall satisfaction level of Australian business banking customers is at a record high of 69.6 per cent, compared with 61.4 per cent in 2010. Westpac had the highest satisfaction rating in November (71.6 per cent). Meanwhile, the satisfaction level of the personal customers of Australian banks is now 82.8 per cent, a 6.5 per cent increase since 2010

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

Consumer satisfaction with banks in November the highest in nearly two decades

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

A Roy Morgan Single Source survey has found that the satisfaction level of the personal customers of Australian banks rose by 0.2 per cent to a record 82.8 per cent in November 2014. The Commonwealth Bank had the highest personal customer satisfaction rating of the four major banks in the six months to November, at 81.8 per cent. However, ING Direct (89.4 per cent) and Bendigo Bank (89 per cent) boasted the highest customer satisfaction rating of the nation’s 10 largest banks, while Bankwest had the highest level of customer satisfaction for internet banking services

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, ING DIRECT, BENDIGO AND ADELAIDE BANK LIMITED – ASX BEN, BANK OF WESTERN AUSTRALIA LIMITED, SUNCORP BANK, SUNCORP GROUP LIMITED – ASX SUN, ST GEORGE BANK LIMITED

Donut King: the king of customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 11-Dec-14

For the second consecutive month, Donut King has beaten out the competition for the title of Coffee Shop of the Month in the Roy Morgan Customer Satisfaction Awards for October 2014, with a satisfaction rating of 87.3 per cent. Michel’s Patisserie had dominated this competitive category until September, winning the Customer Satisfaction Award every month from January through August. Starbucks is now ranked second with a satisfaction rating of 87.1 per cent, followed by Michel’s Patisserie with 84.3 per cent

CORPORATES
ROY MORGAN RESEARCH LIMITED, DONUT KING, MICHEL’S PATISSERIE, STARBUCKS COFFEE COMPANY (AUSTRALIA) PTY LTD, GLORIA JEAN’S COFFEES PTY LTD, THE COFFEE CLUB PTY LTD, MUFFIN BREAK PTY LTD

Westpac scores highest satisfaction of the big four banks for personal and business customers

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 19-Nov-14

A Roy Morgan Single Source survey has found that the satisfaction level of the personal customers of Australian banks rose by 0.2 per cent to a record 82.6 per cent in October 2014. Westpac had the highest personal customer satisfaction rating of the four major banks in the six months to October, at 81.5 per cent, ahead of the Commonwealth Bank (81.2 per cent). Westpac also had the highest satisfaction rating among business customers (72.3 per cent), followed by National Australia Bank (69 per cent)

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