CONSUMER SATISFACTION – AUSTRALIA

Roy Morgan Customer Satisfaction Awards 2019: Automotive and Airline Winners

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-20

The annual Roy Morgan Customer Satisfaction Awards were presented in Melbourne on 18 February. The automotive and airline categories included wins by first-time and past winners, as well as Qantas securing both domestic airline awards. Past award winner Lexus once again secured the Car Manufacturer of the Year award, taking its total to five award wins in the category. Mazda won its first Roy Morgan Customer Satisfaction Award in the new category of Major Car Manufacturer of the Year. Meanwhile, the three airline awards were presented to two winners. Qantas won both the Domestic Airline and Domestic Business Travel Airline categories in convincing fashion while Singapore Airlines put together another strong 12 months, winning the International Airline of the Year category for a sixth time.

CORPORATES
ROY MORGAN LIMITED, LEXUS AUSTRALIA, MAZDA AUSTRALIA PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, SINGAPORE AIRLINES LIMITED

Roy Morgan Customer Satisfaction Awards 2019: Australia’s retail winners announced

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-20

The 2019 Roy Morgan Customer Satisfaction Awards have been presented in Melbourne. The winners of the retail categories included some of Australia’s biggest brands, as well as some lesser-known businesses, all of which have earned their place at the top of their respective industries. There were several winners in the retail category that won 12 straight monthly awards throughout 2019. These include The Reject Shop (Discount Variety Store), Bunnings Warehouse (Hardware Store), Subway (Major Quick Service Restaurant), Rebel (Sports Store) and Foodland (Supermarket). Myer (Department Store) and IKEA (Major Furniture/Electrical Store) followed on from their wins last year, while Supercheap Auto (Auto Store), The Athlete’s Foot (Shoe Store), First Choice Liquor (Liquor Store), Harris Scarfe (Discount Department Store), Betta Home Living (Furniture/Electrical Store), Crust Pizza (Quick Service Restaurant), Guardian (Chemist/Pharmacy) and Michel’s (Coffee Shop) returned to the winners list after absences. Just Jeans (Clothing Store) won its first annual award.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan Customer Satisfaction Awards 2019: Australia’s telecommunications and utilities winners

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-20

The annual Roy Morgan Customer Satisfaction Awards have been presented in Melbourne. The telecommunications and utilities category consisted of six awards, two of which were won by previous award winner, Internode. Internode’s wins in the Internet Service Provider and Home Phone Provider categories took its annual award tally to seven. In both categories it won eight monthly awards, out of a possible 12, throughout 2019. In the two mobile phone categories, ALDImobile narrowly clinched its second annual Mobile Phone Service Provider award, adding to its first win in 2015. Google Phone won the Handset Provider of the Year award, becoming the only provider to have ever beaten the iPhone. In what may be a changing of the guard, both utilities awards went to first-time winners. Powershop finished on top in the Electricity Provider of the Year category, after a dominant year which consisted of 12 monthly award wins. Simply Energy also won its first annual award in the Gas Provider of the Year category.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan Customer Satisfaction Awards 2019: the best brands in banking and finance

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-20

The 2019 Roy Morgan Customer Satisfaction Awards have been presented in Melbourne. This year’s awards added six new banking and finance categories, taking the total list of winning banks, insurers and superannuation funds to fourteen. Commonwealth Bank (Major Bank) continued its dominance by securing its seventh straight customer satisfaction award. Bank Australia (Bank) and Newcastle Permanent Credit Union (Building Society/Credit Union) both recorded their first win of the annual award. RACT (General Insurer) and RAC (Major General Insurer) won their respective categories with seven and 12 monthly wins respectively. Insuranceline (Risk and Life Insurer) took out its third annual award, and MLC (Major Risk and Life Insurer) was a first-time winner. Tasmanian-based St.LukesHealth (Private Health Insurer), Defence Health (Major Private Health Insurer – Not for Profit or Restricted) and ahm (Major Private Health Insurer – Retail) were the other insurance category successes. Macquarie (Retail Superannuation Fund) fought off stiff competition to win another annual award, whereas Colonial First State (Major Retail Superannuation Fund) won comfortably with 11 monthly awards. HESTA (Major Industry Superannuation Fund) was welcomed to the winner’s podium for the first time.

CORPORATES
ROY MORGAN LIMITED

Lexus wins Best of the Best Award

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

Vehicle manufacturer Lexus has again been named as the winner of the Roy Morgan Customer Satisfaction Award – ‘Best of the Best’ – taking the mantle from fellow car manufacturer Isuzu UTE. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 41 winners at the Annual Roy Morgan Customer Satisfaction Awards. Lexus also won the prestigious ‘Best of the Best’ Award in 2017 and had an unbroken run of eleven consecutive monthly victories in a row in the competitive Car Manufacturer of the Year category from February of last year through to December. Other car manufacturers to perform exceptionally well in 2019 included last year’s winner Isuzu UTE as well as the highly rated Mazda, KIA and Toyota.

CORPORATES
ROY MORGAN LIMITED, LEXUS AUSTRALIA, ISUZU UTE AUSTRALIA PTY LTD, MAZDA AUSTRALIA PTY LTD, KIA MOTORS AUSTRALIA PTY LTD, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED

Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories

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Original article by Roy Morgan
Market Research Update – Page: Online : 19-Feb-20

Roy Morgan has announced the winners of its annual Customer Satisfaction Awards for Australia. At first glance, the winners of the 2019 awards have little in common. Some are national names, others are state-wide favourites; they provide services ranging from meals on the go to mortgages and sell everything from fan belts to frozen peas. But, says Roy Morgan CEO Michele Levine, they share one distinguishing factor: a determination to understand what their customers need and deliver it. The data that determines who wins comes from Roy Morgan’s massive Single Source survey, for which 50,000 consumers from all around Australia are interviewed in-depth each year, in person and in their own homes. Respondents name the companies they deal within various categories across 32 industries, including Automotive, Banking, Supermarket and Telecommunications, and rate how satisfied they are with them. Monthly Customer Satisfaction winners are cited in each category throughout the year, with the annual award going to the company with the most of these wins. While no-one scored a clean sweep of the monthly awards, an impressive number of companies came close. Ahm, Bunnings, Commonwealth Bank, Defence Health, Foodland, Powershop, Qantas, Rebel, RAC, the Reject Shop and Subway all won 11 of the 12 months, putting them far out of reach of their competitors.

CORPORATES
ROY MORGAN LIMITED

Michel’s leads coffee shop customer satisfaction ahead of Donut King and Starbucks

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Original article by Roy Morgan
Market Research Update – Page: Online : 5-Feb-20

Michel’s is the winner of Roy Morgan’s latest Coffee Shop of the Month Award, with a customer satisfaction rating of 87.3%. It is followed by Donut King (86.6%), Starbucks Coffee (84.5%) and The Coffee Club (83.8%). These customer satisfaction ratings have been obtained from the Roy Morgan Single Source survey, which is compiled by in-depth face-to-face interviews with around 50,000 Australians each year in their homes. Roy Morgan CEO Michele Levine says the Customer Satisfaction Awards are about rewarding businesses that are able to not only attain high customer satisfaction ratings, but are able to sustain those ratings for long periods of time, despite any commercial challenges they may face.

CORPORATES
ROY MORGAN LIMITED, MICHEL’S, DONUT KING, STARBUCKS COFFEE COMPANY (AUSTRALIA) PTY LTD, THE COFFEE CLUB PTY LTD

Aussie Broadband maintains top position in ISP satisfaction ratings

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Original article by Roy Morgan
Market Research Update – Page: Online : 30-Jan-20

Aussie Broadband is the winner of Roy Morgan’s Internet Service Provider (ISP) of the Month Award for November 2019, with a customer satisfaction rating of 92%. The achievement marks Aussie Broadband’s third win in the Customer Satisfaction Awards in 2019. Aussie Broadband is well ahead of a trio of TPG Telecom brands including Internode (79%), TPG (79%) and iiNet (77%), with the Vocus Communications-owned iPrimus on 78%, ahead of Belong (76%). Telstra and Optus follow on 72%, a full 20% behind the category satisfaction leader. The ratings are drawn from the Roy Morgan Single Source survey, derived from in-depth personal interviews with over 1,000 Australians each week face-to-face in their homes.

CORPORATES
ROY MORGAN LIMITED, AUSSIE BROADBAND PTY LTD, INTERNODE SYSTEMS PTY LTD, TPG INTERNET PTY LTD, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM, IPRIMUS, VOCUS GROUP LIMITED – ASX VOC, BELONG PTY LTD, TELSTRA CORPORATION LIMITED – ASX TLS, SINGTEL OPTUS PTY LTD

Home loan customers reward ME Bank with highest satisfaction rating

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Original article by Roy Morgan
Market Research Update – Page: Online : 30-Jan-20

New Roy Morgan banking data shows that ME Bank has the leading satisfaction rating (91.4%) among home loan customers. ING remains in top position among non-home loan customers with a rating of 89.8%. Among home loan customers, ME Bank is followed by ING (89.3%), Bendigo Bank (83.3%) and Bankwest (77.1%). For non-home loan customers, leader ING is followed by Bendigo Bank (87.8%), ME Bank (83.5%) and Suncorp (81.0%). The institution with the largest discrepancy between home loan and non-home loan customer satisfaction is Suncorp, where the satisfaction rating among home loan customers (72.6%) is more than 8 percentage points below its rating among non-home loan customers (81.0%). The ratings are taken from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with around 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, ME BANK, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, BANKWEST, SUNCORP BANK

Qantas remains number one in airline satisfaction for both domestic and domestic business travel

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Original article by Roy Morgan
Market Research Update – Page: Online : 30-Jan-20

New Roy Morgan airline satisfaction data shows that national flag-carrier Qantas is the winner of both the Domestic Airline and Domestic Business Airline of the Month Award for November 2019. Qantas has won eight straight monthly awards in the domestic category, and remains unbeaten in the domestic business category for 2019. In the Domestic Airline category, Qantas’s leading customer satisfaction rating of 84% was followed by Virgin Australia (80%), QantasLink (76%), REX (69%), Jetstar (57%) and Tigerair (49%). In the Domestic Business Airline category, Qantas again claimed the highest rating of 83%, followed by Virgin Australia (72%) and Jetstar (56%). These findings have been obtained from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, QANTASLINK, REGIONAL EXPRESS AIRLINES, JETSTAR AIRLINES PTY LTD, TIGER AIRWAYS AUSTRALIA PTY LTD