MARKETING RESEARCH – AUSTRALIA

Roy Morgan Customer Satisfaction Awards 2020: Australia’s winning retailers announced

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Original article by Roy Morgan
Market Research Update – Page: Online : 17-Jun-21

The annual Roy Morgan Customer Satisfaction Awards were awarded in locked down Melbourne in early June. As usual, the awards in the retail category went to a mix of first timers and veterans. Among those enjoying their moment in the customer satisfaction spotlight for the first time were Schnitz as the Quick Service Restaurant of the Year with six monthly customer satisfaction awards and Chemist Warehouse as Chemist/Pharmacy of the Year. There were seven repeat winners led by Myer as Department Store of the Year for a sixth straight year, Bunnings Warehouse as Hardware Store of the Year for a fourth year in a row, Rebel as Sports Store of the Year for the sixth consecutive year and perhaps most impressively of all The Reject Shop confirming its dominance in the field as the Discount Variety Store of the Year for the ninth year running (2012-2020). First Choice Liquor (Liquor Store of the Year), The Athlete’s Foot (Shoe Store of the Year) and Subway (Major Quick Service Restaurant of the Year) all built on their victories in 2019 to complete back-to-back victories in their respective categories for the first time.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan unveils Annual Customer Satisfaction Award winners for 2020 across all categories

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Original article by Roy Morgan
Market Research Update – Page: Online : 10-Jun-21

Roy Morgan’s Annual Customer Satisfaction Awards have been impacted by the COVID-19 pandemic, but after rigorous examination of the data recorded from Australians during 2020 we are able to announce the deserving winners who have excelled with high customer satisfaction ratings despite the challenges of the pandemic. Nineteen of the 40 award winners are repeat winners backing up from a victory a year ago, while there are 21 new winners. Respondents name the companies they deal with in various categories across more than 30 industries, 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 wins. Several companies scored a clean sweep of 12 monthly victories during 2020, including first-time winners Aussie Broadband and Health Partners, as well as back-to-back 2019 & 2020 winners Myer, The Reject Shop, Powershop, Bunnings Warehouse, Rebel, RAC and Defence Health. Costco also returned to the winners’ circle with an unblemished record in 2020 after last winning the annual award in 2017. The data that determines who wins comes from Roy Morgan’s Single Source survey, compiled from in-depth interviews with over 50,000 consumers from all around Australia.

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ROY MORGAN LIMITED

Isuzu UTE wins Best of the Best Award

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Original article by Roy Morgan
Market Research Update – Page: Online : 10-Jun-21

Vehicle manufacturer Isuzu UTE has been named the winner of the Roy Morgan Customer Satisfaction Award – ‘Best of the Best’ – taking the mantle from fellow car manufacturer Lexus. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 40 winners in the Annual Roy Morgan Customer Satisfaction Awards. Isuzu UTE also won the prestigious ‘Best of the Best’ Award in 2018 and their victory this year was built on the back of seven monthly victories in the Car Manufacturer of the Year category, including six wins in a row from March to August 2020. Isuzu UTE came out just on top of 2019 winner Lexus (five monthly victories) Other car manufacturers to perform exceptionally well in 2020 included Toyota, Mercedes-Benz and Suzuki. Isuzu UTE averaged customer satisfaction of an exceptional 94.92% in 2020 to beat Liquor Store of the Year First Choice Liquor by the barest of margins in second place on an average of 94.88%.

CORPORATES
ROY MORGAN LIMITED, ISUZU UTE AUSTRALIA PTY LTD

Movement in the Melbourne CBD plunges to below 20% of pre-COVID averages as the city experiences a fourth lockdown

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Jun-21

Special analysis of movement data in Australia’s Capital City CBDs since the COVID-19 pandemic began shows a plunge in movement in the Melbourne CBD in late May after the city entered a fourth lockdown on May 28. The average 7-day movement level in the Melbourne CBD was at only 19% of pre-COVID-19 averages at the end of May, around half the movement level in the Sydney CBD (38%). This is the first time average 7-day movement levels in the Melbourne CBD have plunged below 20% since the short five-day ‘circuit-breaker’ lockdown in Victoria from February 13-17. Movement levels have declined in other Capital City CBDs during May, despite no significant outbreaks or lockdowns in other cities since a three-day lockdown in Greater Perth in late April. Looking around Australia the Adelaide CBD is again the stand-out with movement levels sitting at 65% of pre-COVID averages in late May, ahead of the Perth CBD (59%). Movement levels in the Brisbane CBD (52%) and Hobart CBD (49%) are at around half of their pre-COVID-19 averages. Roy Morgan has partnered with leading technology innovator UberMedia to aggregate data from tens of thousands of mobile devices to assess the movements of Australians as we deal with the restrictions imposed in response to the COVID-19 pandemic.

CORPORATES
ROY MORGAN LIMITED, UBERMEDIA

More Australians switching insurance since COVID-19

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Jun-21

New data from Roy Morgan shows that since the COVID-19 pandemic began, Australians with either vehicle insurance or household insurance have been far more likely to switch their insurance provider, and also far more likely to consider switching after looking for deals from other companies. In the year to March 2021, only 62.9% of the nation’s 30 million+ vehicle insurance policies (including Compulsory Third Party) were renewed without approaching another company, down from 77.9% in the year to March 2020. There was a significant increase in vehicle insurance policies that were renewed only after approaching other companies, up 9.2% points to 23.5%. There was a similar trend in the household insurance market, which comprises nearly 25 million policies. Some 68.1% of these policies were renewed without approaching another company, down 12.3% points from the year to March 2020 when 80.4% of household insurance policies were renewed. Meanwhile, 22% of household insurance policies were renewed after approaching other companies, up 7.7% points from a year ago, and 6.1% of policies were ‘switched’ from another company, up from 3.7% a year ago. These are some of the latest findings from Roy Morgan’s Single Source insurance data derived from in-depth personal interviews conducted with over 50,000 Australians per annum, including details of over 75,000 vehicle insurance policies and over 65,000 household insurance policies.

CORPORATES
ROY MORGAN LIMITED

Super fund satisfaction soars to a new record high as Australia recovers from the COVID-19 pandemic

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-May-21

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 71.7% in April 2021 – an increase of 7.0% points from a year ago and up 10.7% points since October 2020. Self-Managed Funds still have the highest customer satisfaction of 81.1%, up 5.8% points from a year ago. Public Sector Funds are in a clear second place with customer satisfaction of 78.9%, up 4.8% points on a year ago. The two largest increases in satisfaction over the last year are for Industry Funds, up 6.8% points to a record high of 71.8% and Retail Funds, up by an impressive 7.2% to a near record high 67.8%. UniSuper has the highest customer satisfaction rating of the Industry Funds, ahead of Cbus, AustralianSuper and Catholic Super. The highest placed Retail Super Fund is OnePath, followed by MLC, Colonial First State and ASGARD. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 50,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Overall satisfaction with Big 4 banks is higher than a year ago with CBA & NAB the top two

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-May-21

New data from Roy Morgan shows that 80.5% of customers are satisfied with their bank(s) in April 2021, an increase of 1.3% points on a year ago when the COVID-19 pandemic began. The increase was built upon increases in satisfaction for building societies (up 3% points on a year ago), foreign banks (up 2.3% points) and Australia’s ‘Big 4’ banks (up 0.3% points). Satisfaction for the four major banks as a group is 77.1%, up 0.3% points on April 2020, and up 0.2% points on January 2021. The big improver over the last year has been the NAB which has increased its customer satisfaction by 1.9% points to 78.6%, to be just behind the Commonwealth Bank on 78.8% (down 0.2% points). Third is ANZ on 75.0% (up 0.6% points on April 2020), followed by Westpac on 73.5% (down 0.4% points). Among banks as a whole, Beyond Bank scored the highest in April, on 92.7% (up 1.8% points in 12 months). ING was the highest rated foreign bank on 90.6% (up 1.7% points), Newcastle Permanent led the way for building societies on 94.8% (up 3.1% points), while Credit Union Australia was the highest ranked credit union, on 86.9% (up 3.9% points). The findings, taken from Roy Morgan’s Customer Satisfaction report on Consumer Banking in Australia, reflect the successful way the banking sector responded to financial challenges faced by millions of Australians as a result of the 2020 COVID-19 pandemic.

CORPORATES
ROY MORGAN LIMITED, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, BEYOND BANK AUSTRALIA, ING BANK (AUSTRALIA) LIMITED, NEWCASTLE PERMANENT BUILDING SOCIETY LIMITED, CREDIT UNION AUSTRALIA LIMITED

McDonald’s, KFC, Hungry Jack’s & Domino’s Pizza are Australia’s favourite restaurants

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-May-21

New research from Roy Morgan shows that 15.9 million Australians aged 14+ (75.3%) ate take away food in an average four weeks from fast food outlets in 2020. This was a significant increase on 2019, when there were 13.3 million (63.7%) customers of fast food outlets. There are now ten quick service restaurants with at least one million Australian customers buying food in an average four weeks, with old favourite McDonald’s again the leading restaurant with over 8.1 million. In clear second place is KFC (Kentucky Fried Chicken) with over 6.8 million customers, while third place is a close contest between burger franchise Hungry Jack’s (4.2 million) and Domino’s Pizza (4.1 million). Filling out the top five is sandwich and salad outlet Subway with 3.2 million customers, followed by chicken-based Red Rooster with over 2.1 million customers. Analysing the leading quick service restaurants by generation shows that Millennials are the biggest customers of all three of the leading fast food outlets, narrowly ahead of the younger Generation Z. Older generations are less frequent customers of fast food outlets, but McDonald’s remains the leading choice for Generation X, Baby Boomers and Pre-Boomers ahead of KFC and Hungry Jack’s.

CORPORATES
ROY MORGAN LIMITED, McDONALD’S AUSTRALIA LIMITED, KFC, HUNGRY JACK’S PTY LTD, DOMINO’S PIZZA ENTERPRISES LIMITED – ASX DMP, SUBWAY SANDWICHES PTY LTD, RED ROOSTER FOODS

Queensland is the favoured pick for longer holidays during the pandemic with international borders closed

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Original article by Roy Morgan
Market Research Update – Page: Online : 17-May-21

New data from Roy Morgan’s Holiday Travel Intention Leading Indicator Report shows that 5.68 million Australians (26.9% of those aged 14+) in the March quarter intend to take a holiday during the next 12 months. Of these travellers there were 5.24 million set on taking a domestic holiday and a further 340,000 planning an overseas holiday – although according to the Federal Budget the international borders are set to remain closed for holidaymakers until early next year. There were a small number of prospective travellers who couldn’t decide whether their holidays would be domestic or international. For those planning a holiday of at least three nights Queensland is now the top destination for 24.9% of travellers, just ahead of New South Wales (22.7%); Victoria (11.6%) and Western Australia (11.1%) are significantly further behind. Other holiday makers have opted for another domestic destination, an international destination (which will have to be reconsidered with borders set to remain closed), or do not yet have any particular destination in mind at all. In 2019 prior to the pandemic New South Wales had been the top domestic destination for holidays of at least three nights, chosen by 17.2% of travellers – just ahead of Queensland (16.4%) and Victoria (15.3%). These are the latest findings from the Roy Morgan Single Source survey, derived from comprehensive in-depth interviews with 1,000 Australians each week or over 50,000 each year.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan Image of Professions Survey 2021: In a year dominated by COVID-19 – health professionals including Nurses, Doctors and Pharmacists are the most highly regarded; but almost all professions down from pre-pandemic

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Apr-21

Health professionals have again been rated as Australia’s most highly regarded professions in Roy Morgan’s latest Image of Professions Survey, but there have been declines for almost all professions compared to four years ago. Of all 30 professions surveyed in 2021, only one profession, Union Leaders, increased their rating compared to four years ago, while 29 professions have a lower image now than in 2017 pre-pandemic. Some 88% of Australians (down 6% from 2017) now rate Nurses ‘very high’ or ‘high’ for their ethics and honesty, followed by Doctors on 82% (down 7% since 2017), Pharmacists on 76% (down 8%), School Teachers on 74% (down 7%), and Dentists on 71% (down 8%). These are the main findings of a Roy Morgan online survey conducted from April 13-22, 2021, with 1,267 Australian men and women aged 14+.

CORPORATES
ROY MORGAN LIMITED