CONSUMER SATISFACTION – AUSTRALIA

Over 1.5 million Australians shop for shoes each month. Customers of The Athlete’s Foot are the most satisfied

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

New research from Roy Morgan shows that 1.59 million Australians aged 14+ shop at a shoe store in an average four-week period. Meanwhile, The Athlete’s Foot has won the monthly Shoe Store Customer Satisfaction Award for August 2019, with a customer satisfaction rating of 84%. It is followed by Williams on 77% and Spend Less Shoes on 73%. In a concerning trend for the industry, no brand has had an increase in customer satisfaction over the past year, but several have experienced troubling decreases. The final brand among Australia’s top four footwear retailers, Payless Shoes, suffered the most, with a 12% drop. These results are from the Roy Morgan Single Source survey, which is derived from in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, WILLIAMS SHOES, SPENDLESS SHOES PTY LTD, PAYLESS SHOES PTY LTD

Emirates leads international airline satisfaction, with Qantas just outside top five

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-Oct-19

Emirates has won the Roy Morgan International Airlines Customer Satisfaction Award for August 2019, with a customer satisfaction rating of 86%. It was closely followed by Singapore Airlines (85%) and Qatar Airways and Air New Zealand (both 84%). Locally based airlines Qantas and Virgin Australia placed sixth and seventh, with customer satisfaction ratings of 80% and 76% respectively. These 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, EMIRATES AIRLINES, SINGAPORE AIRLINES LIMITED, QATAR AIRWAYS, AIR NEW ZEALAND LIMITED – ASX AIZ, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH

ING achieves satisfaction ratings above ninety percent despite turbulent year for banking

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Oct-19

New Roy Morgan data shows that ING’s customer satisfaction rating among Australian home loan customers is 90%, followed by Bendigo Bank (86.9%) and Bankwest (81.6%). ING also has the highest level of customer satisfaction among non-home loan customers, at 92%, followed by Bendigo Bank (88.3%) and Suncorp (85.8%). The Big 4 banks were significantly behind the leaders; taking the Big 4 together, total non-home loan satisfaction is at its highest for over a year (77.8%), while home loan satisfaction is at a six-month high (71.1%). The findings come from the Roy Morgan Single Source survey, the world’s largest continuous source of consumer insights, derived from in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

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

Building Society and Credit Union customer satisfaction? You can bank on it

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Original article by Roy Morgan
Market Research Update – Page: Online : 2-Oct-19

New research by Roy Morgan shows that customer satisfaction with building societies and credit unions was 89.8% in the six months to August 2019, compared with a 76.7% customer satisfaction rating for Australia’s four major banks. In stark contrast to the banks, the financial services royal commission resulted in only a minor dent in the satisfaction ratings of building societies and credit unions. Meanwhile, Newcastle Permanent Building Society has won the monthly customer satisfaction award for August, with a rating of 92%, ahead of Credit Union Australia (91%) and People’s Choice Credit Union (88%). These findings come from the Roy Morgan Single Source survey, which is based on in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, NEWCASTLE PERMANENT BUILDING SOCIETY LIMITED, CREDIT UNION AUSTRALIA LIMITED, PEOPLE’S CHOICE CREDIT UNION

Betta is best, according to furniture and electrical buyers

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Original article by Roy Morgan
Market Research Update – Page: Online : 1-Oct-19

Betta Home Living/Betta Electrical has won Roy Morgan’s Customer Satisfaction Award for furniture and electrical retailers for the third month in a row, with a customer satisfaction rating of 95% in August 2019. This is 15% higher than a year ago. In joint second place are IKEA and JB Hi-Fi, which each have customer satisfaction ratings of 90%, both down 1% from a year ago. Roy Morgan’s research also shows that women do the majority of the shopping at Betta Home Living/Betta Electrical, and nearly half its customers are aged 50 or over, while the average IKEA customer is female and aged 25 to 49. These findings come from the Roy Morgan Single Source survey, which is based on in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, BETTA HOME LIVING, BETTA ELECTRICAL PTY LTD, IKEA TRADING PTY LTD, JB HI-FI LIMITED – ASX JBH

Private health insurance satisfaction up slightly

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Original article by Roy Morgan
Market Research Update – Page: Online : 1-Oct-19

New research from Roy Morgan shows that customer satisfaction among Australians aged +14 who have private health insurance was 72.2% in August 2019, compared with 70.9% in August 2018. However, it is still lower than satisfaction rates in August 2016 (74.5%) and August 2015 (76.3%). Customer satisfaction with private health insurance reached its lowest point in June 2018, when it hit 70.5%. Roy Morgan CEO Michele Levine says Tasmanian not-for-profit fund St Lukes Health is performing far above average, with a satisfaction rating of 86%. These findings come from the Roy Morgan Single Source survey, which is based on in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, ST LUKE’S HEALTH INSURANCE

Qantas flies above the rest in both domestic travel and business airline satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Sep-19

Qantas is the winner of both Roy Morgan’s Domestic Airline and Domestic Business Airline of the Month Award for August 2019, with a customer satisfaction rating of 86% across both categories. In the Domestic Airline category, it is followed by QantasLink (84%), Virgin Australia (80%), Jetstar (58%), REX (56%) and Tigerair (42%). In the Domestic Business Airline category, Qantas is followed by Virgin Australia (79%) and Jetstar (56%). Both Qantas and QantasLink are the only two airlines to have increased their domestic airline satisfaction ratings from 12 months ago. Compared with August 2018, Qantas has increased its rating by 3% and QantasLink by an impressive 12%. The other airlines all declined in satisfaction ratings. 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

Guardian notches up another monthly satisfaction award, but are ratings soon to change?

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Sep-19

Guardian is the Roy Morgan Pharmacy/Chemist of the month for August 2019, with a customer satisfaction rating of 94%. It is followed by TerryWhite Chemmart (93%), Discount Drug Stores (91%), Chemist Warehouse (90%) and Priceline Pharmacy (90%). After winning the Chemist/Pharmacy of the Year Award in 2012, 2013 and 2014, Guardian spent the following four years behind other leading chemists and pharmacies. However, this month’s award takes Guardian to seven monthly awards for 2019, and therefore securing its fourth annual award. This customer satisfaction data has 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, GUARDIAN PHARMACY, TERRYWHITE CHEMMART, DISCOUNT DRUGSTORES PTY LTD, CHEMIST WAREHOUSE, PRICELINE PHARMACY

Supercheap Auto, Repco and Autobarn in tight race for annual satisfaction award

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Sep-19

Supercheap Auto has won Roy Morgan’s Auto Store Customer Satisfaction Award for August 2019, with a customer satisfaction rating of 88%. It is just ahead of Repco (86%) and Autobarn (85%). The satisfaction ratings of auto stores are particularly stable when compared to other industries. If we compare current ratings with those from August 2017, we see that all three auto stores have only moderately increased their ratings (+3%). The customer satisfaction ratings 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, SUPER CHEAP AUTO, REPCO CORPORATION LIMITED, AUTOBARN PTY LTD

Powershop still number one in electricity satisfaction, despite losing spark in recent months

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Original article by Roy Morgan
Market Research Update – Page: Online : 3-Sep-19

Powershop has won the Roy Morgan Electricity Provider of the Month Award for July 2019, with a customer satisfaction rating of 78%. Powershop has won the past seven monthly awards, remaining unbeaten in 2019. Powershop was followed by Lumo Energy (71%), Simply Energy (70%) and Click Energy (70%). Powershop maintained its number one position in customer satisfaction, despite recording the largest decline in ratings of any leading provider, falling by 9% since its rating of 87% in January. Over the same period, Lumo Energy, Simply Energy and Click Energy all fell by 4%, Red Energy remained steady and Alinta Energy increased its rating by 1%. These are the latest findings from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with 1,000 Australians each week and over 50,000 each year.

CORPORATES
ROY MORGAN LIMITED, POWERSHOP AUSTRALIA PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, SIMPLY ENERGY, CLICK ENERGY