CONSUMER SATISFACTION – AUSTRALIA

Crust Pizza maintains slim lead over Noodle Box in fast food customer satisfaction

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

Crust Pizza is the winner of Roy Morgan’s Quick Service Restaurant of the Month Award for September 2019, with a customer satisfaction rating of 91%. Crust Pizza finished in fourth position in January, but has since won the past four monthly awards. It was followed by Noodle Box (90.5%), Guzman y Gomez (89.1%), Oporto (88.6%) and Grill’d (88.1%) in September. These satisfaction ratings have been drawn from the Roy Morgan Single Source survey, which is compiled from in-depth face-to-face interviews with around 50,000 Australians each year in their homes. Roy Morgan CEO Michele Levine says that achieving consistently high levels of customer satisfaction requires an ongoing effort from businesses, which must remember that they are only as good as their most recent satisfaction rating.

CORPORATES
ROY MORGAN LIMITED, CRUST GOURMET PIZZA BAR PTY LTD, THE NOODLE BOX PTY LTD, GUZMAN Y GOMEZ PTY LTD, OPORTO PTY LTD, GRILL’D PTY LTD

Michel’s knows what its customers want, serving up record highs in coffee shop satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Nov-19

Michel’s is the winner of Roy Morgan’s Coffee Shop of the Month Award for September 2019, with a customer satisfaction rating of 91%. Over the past two months, Michel’s has recorded its two highest satisfaction ratings, and is now in a strong position to win the annual satisfaction award for the first time since 2014. Michel’s is followed by Donut King (86%), The Coffee Club (85%) and Gloria Jean’s and Muffin Break (both on 83%). These customer satisfaction ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

CORPORATES
ROY MORGAN LIMITED, MICHEL’S, DONUT KING, THE COFFEE CLUB PTY LTD, GLORIA JEAN’S COFFEES PTY LTD, MUFFIN BREAK PTY LTD

Southern Phone takes top place in Home Phone Satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 11-Nov-19

Southern Phone has won its third consecutive Roy Morgan Home Phone Provider of the Month Award, with a customer satisfaction rating of 82% for September 2019. Southern Phone was followed by Internode on a satisfaction rating of 79%, iPrimus on 73%, iiNet on 72% and TPG on 72%. Home phone usage has consistently declined over recent years. The number of Australians aged 14+ with a home phone has dropped from 14.2 million (74.3% of the population) in 2013 to 9.4 million (45.4%) in September 2019. Meanwhile, the number of Australians with one or more mobile phones has risen over the same period, from 17.7 million (92.2%) to 19.9 million (95.9%). Australians aged 65+ have the highest proportion of home phone ownership. As a group, Australians who use Southern Phone as their home-phone provider tend to skew older than the average home-phone user. The mean age of Southern Phone customers (14+) is 57 years, compared to 53 years for home-phone users in general and 46 for Australians aged 14+ as a whole.

CORPORATES
ROY MORGAN LIMITED, SOUTHERN PHONE COMPANY LIMITED, IPRIMUS, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM

Aussie Broadband shoots to the top of ISP satisfaction ratings and opens big lead

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Original article by Roy Morgan
Market Research Update – Page: Online : 5-Nov-19

Aussie Broadband is the winner of Roy Morgan’s Internet Service Provider of the Month Award for September 2019, with a customer satisfaction rating of 88%. The achievement marks Aussie Broadband’s first win in the Customer Satisfaction Awards. It is well ahead of a trio of TPG Telecom brands, including iiNet (78%), Internode (78%) and TPG (76%), as well as the Vocus Group-owned iPrimus (74%). These customer satisfaction ratings have been 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, IINET LIMITED, INTERNODE SYSTEMS PTY LTD, TPG TELECOM LIMITED – ASX TPM, IPRIMUS, VOCUS GROUP LIMITED – ASX VOC

Apple iPhone wins monthly satisfaction ratings, but Google Phone holds lead in race for the annual award

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Original article by Roy Morgan
Market Research Update – Page: Online : 5-Nov-19

The Apple iPhone is the winner of Roy Morgan’s Handset Provider of the Month Award for September 2019, with a customer satisfaction rating of 92.6%. It was closely followed by Google Phone (92.5%), Motorola (92%), Samsung (89.9%) and LG (88.9%). Roy Morgan CEO Michele Levine says Apple iPhone has been the market leader in terms of customer satisfaction for many years, winning the past seven Roy Morgan Mobile Handset of the Year Awards. However, the strong performance of Google during 2019 may represent a changing of the guard when it comes to phone handset satisfaction with a close contest between the two brands to decide this year’s winner. These latest customer satisfaction ratings have been drawn 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, APPLE INCORPORATED, GOOGLE INCORPORATED, MOTOROLA INCORPORATED, LG ELECTRONICS AUSTRALIA PTY LTD

Satisfaction with performance of Industry Super Funds remains ahead of Retail Funds for 17th year

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Oct-19

New research by Roy Morgan shows that satisfaction with the financial performance of Retail superannuation funds was only 58.7% in the six months to September 2019, compared to 64.1% for Industry Funds and 76.7% for Self-Managed Funds. Retail Fund satisfaction has lagged behind satisfaction with Industry Funds for the last 17 years. These are the latest findings from the September 2019 Roy Morgan Research ‘Superannuation Satisfaction’ report based on around 50,000 interviews with people per annum, including over 30,000 who have superannuation.

CORPORATES
ROY MORGAN LIMITED

Lexus approaches near-perfect customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Oct-19

Lexus is the winner of Roy Morgan’s Car Manufacturer of the Month Award for August 2019, with a customer satisfaction rating of 97%. Lexus was followed by Kia, Mercedes-Benz, Suzuki, Land Rover, Subaru and Toyota, all of which had a customer satisfaction rating of 94%. Lexus has won seven straight monthly awards in 2019, securing the brand the annual customer satisfaction award. Lexus has now won five Car Manufacturer of the Year Awards since its inaugural win in 2014. It has maintained a satisfaction rating of between 94% and 98% over the past five and a half years. These satisfaction ratings are drawn 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, LEXUS, KIA MOTORS AUSTRALIA PTY LTD, MERCEDES-BENZ AG, SUZUKI AUSTRALIA PTY LTD, LAND ROVER, SUBARU (AUST) PTY LTD, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED

RACT marginally ahead of RAA in general insurance customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Oct-19

RACT is the winner of Roy Morgan’s General Insurer of the Month Award for September 2019, with a customer satisfaction rating of 93%. The insurance arm of the Tasmanian motoring organisation now has an unbeatable lead in the general insurer category for the annual customer satisfaction award. South Australia-based RAA (92%) was a close second in the category, followed by People’s Choice Credit Union (90%), Shannons (90%) and Western Australia’s RAC (88%). The four leading general insurers improved their satisfaction ratings when compared to a year ago, with Shannons showing the largest gain of 5%. RAC was the only top-five general insurer that slipped in ratings over the same period, although it only declined 1%. These latest customer satisfaction ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with around 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, RACT INSURANCE PTY LTD, RAA INSURANCE LIMITED, PEOPLE’S CHOICE CREDIT UNION, SHANNONS, RAC INSURANCE PTY LTD

Harris Scarfe tops discount department store customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 22-Oct-19

New research from Roy Morgan shows that Harris Scarfe has Australia’s most satisfied discount department store customers, with a satisfaction rating of 91% in September, putting it ahead of rivals Kmart and Best & Less (both on 89%). Big W and Costco are in equal fourth on 88%. The biggest improvement over the past year came from Harris Scarfe, which rose 5% points and Best & Less, which is up 3% points. Just outside the top five in September was Target Country, which increased 4% points to 87%, while Big W improved 1% point to 88%. Kmart and Costco are unchanged on a year ago. The latest victory for Harris Scarfe continues a run of monthly wins that puts the retailer in prime position to claim the year’s overall award for the first time since 2015. These are the latest results from Roy Morgan’s Discount Department Stores Satisfaction Report which is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians each year in their own homes, including more than 8,500 who shop at a discount department store in an average four weeks.

CORPORATES
ROY MORGAN LIMITED, HARRIS SCARFE HOLDINGS LIMITED, KMART AUSTRALIA LIMITED, BEST AND LESS PTY LTD, BIG W DISCOUNT STORES, COSTCO WHOLESALE AUSTRALIA PTY LTD, TARGET COUNTRY

Mobile banking apps linked to high customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Oct-19

New research by Roy Morgan shows that satisfaction levels for mobile banking users was 90.3% in September 2019, ahead of interactions via internet banking (89.0%), branches (86.4%), a personal banker/advisor (78.9%) and phone banking (80.4%). Mobile banking is now used by 45.9% of Australians aged 14+ in an average four-week period, compared to only 20.6% who use branches. Customers of all four of the major banks have higher satisfaction with mobile banking compared to those using branches. Internet banking users also have higher satisfaction than those using branches. These are some of the latest findings from Roy Morgan’s ‘Service Satisfaction Report-Consumer Banking Market September 2019’. This report is based on data collected from Roy Morgan’s Single Source survey, which involves in-depth interviews conducted face-to-face with over 50,000 consumers each year in their homes. The results presented here are from interviews conducted in the six months to September 2019.

CORPORATES
ROY MORGAN LIMITED