MARKETING RESEARCH – AUSTRALIA

Singapore Airlines rises into first position for customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jan-20

Singapore Airlines is the winner of Roy Morgan’s International Airline of the Month Award for November 2019, with a customer satisfaction rating of 87%. It was followed by Emirates (85%), Qatar Airways (85%) and Air New Zealand (84%). Roy Morgan CEO Michele Levine says the top three performers in the latest ratings have been the clear customer satisfaction standouts throughout the year, with Singapore Airlines and Emirates having challenged each other month by month for top position. The customer satisfaction ratings are 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, SINGAPORE AIRLINES LIMITED, EMIRATES AIRLINES, QATAR AIRWAYS

The Athlete’s Foot satisfied 84% of its customers

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jan-20

The Athlete’s Foot has won Roy Morgan’s Shoe Store of the Month award for November 2019, with a customer satisfaction rating of 84%. The Athlete’s Foot has won seven straight monthly satisfaction awards since winning its first award for 2019 in May. It had a comfortable lead over both Williams (74%) and Spendless Shoes (71%) in November. Roy Morgan CEO Michele Levine says that The Athlete’s Foot has been rewarded for maintaining stable customer satisfaction ratings over the past three years, in an industry that is experiencing considerable fluctuations in satisfaction levels. Its satisfaction rating of 84% is only down 2% compared with three years ago. This is in contrast to Williams on 74%, which has decreased 10% over the same period, and Spendless Shoes on 71%, dropping 16%. The customer satisfaction ratings have been taken from the Roy Morgan Single Source survey, compiled by 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

Poker machine gambling is down overall, but not in the NT; WA tops lottery participation rates

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jan-20

The latest data from Roy Morgan’s Gambling Currency Report shows that the Northern Territory has the highest proportion of poker machine players, with 23.6% of residents aged 18+ having used a machine in an average three-month period. It is followed by Queensland (14.9%), New South Wales (incl. ACT) (14.2%), Tasmania (13.5%), South Australia (12.4%), Victoria (10.6%) and Western Australia (5.0%). The Northern Territory also has the highest betting participation rate, with 15.3% of residents aged 18+ having placed a bet in an average three-month period, followed by Victoria (10.8%), New South Wales (incl. ACT) (10.0%), Western Australia (9.6%), Queensland (8.1%), South Australia (7.4%) and Tasmania (4.7%). Meanwhile, Western Australia has the highest participation rate for lotteries and scratch tickets, with 52.8% of residents aged 18+ having purchased a ticket in an average three-month period. The Gambling Currency Report’s findings have been taken from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

CORPORATES
ROY MORGAN LIMITED

People’s Choice Credit Union – 95% customer satisfaction – highest satisfaction score in the general insurance category

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Jan-20

People’s Choice Credit Union has won Roy Morgan’s General Insurer of the Month Award for November 2019, with a customer satisfaction rating of 95%. It is now ahead of RACT (92%), RAA (91%), Shannons (90%) and RAC (87%), and has won its second consecutive monthly award. Roy Morgan CEO Michele Levine says that while RACT has been the dominant brand throughout 2019, People’s Choice Credit Union has been the standout performer in terms of ratings growth, increasing its rating by 9% over the last 12 months. The latest customer satisfaction ratings are taken from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

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

Emirates still top brand associated with Melbourne Cup

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Original article by Roy Morgan
Market Research Update – Page: Online : 14-Jan-20

New research from Roy Morgan shows that Emirates is still the top brand associated with the Melbourne Cup, two years after the Dubai-based airline ended its naming rights sponsorship of Australia’s most watched horse race. Nearly 3.9 million Australians (19%) associate Emirates with the Melbourne Cup, down from a high of 5.3 million (27%) in 2016. Emirates held naming rights sponsorship for the Cup from 2004 to 2017. New naming rights sponsor Lexus is associated with the Cup by nearly 830,000 Australians (4%). However, recognition rises to 10% among Australians who watch the Cup on TV and to 15% among Australians who bet on horse racing in an average week. Lexus signed a five-year naming rights sponsorship agreement for the Melbourne Cup, covering the years 2018-2022 and has ground to make up on previous sponsor Emirates, which had a sponsorship association of 9% in its first year. Other sponsors Australians associate with the Melbourne Cup include Myer, Foster’s, AAMI and Sky Channel. Sponsorship recall is higher for all key brands among those who bet on horse racing, ahead of those who watch the race on TV.

CORPORATES
ROY MORGAN LIMITED, THE LEXUS MELBOURNE CUP, EMIRATES AIRLINES, LEXUS, MYER HOLDINGS LIMITED – ASX MYR, FOSTER’S GROUP LIMITED, AUSTRALIAN ASSOCIATED MOTOR INSURERS LIMITED, SKY CHANNEL PTY LTD

Woolworths Group takes the largest cut of fresh meat market

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Original article by Roy Morgan
Market Research Update – Page: Online : 14-Jan-20

The latest Roy Morgan Fresh Food and Grocery Report shows that Woolworths Group has the largest share of the fresh meat market, taking 27.5% of the more than $13 billion spent on fresh meat in Australia each year. Woolworths Group also enjoys the highest number of customers, with 42.7% of meat buyers having recently purchased from its stores. Coles Group is in second place with 22.6% of the fresh meat market, followed by specialist Butchers (20.9%), Aldi (10.6%), Other Non-Supermarkets (6.6%), IGA (5.1%), Other Supermarkets (4.3%), and produce Markets taking the remaining 2.3%. The findings are taken from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

CORPORATES
ROY MORGAN LIMITED, WOOLWORTHS GROUP LIMITED – ASX WOW, COLES GROUP LIMITED – ASX COL, ALDI STORES SUPERMARKETS PTY LTD, IGA

Tasplan tops superannuation satisfaction, as industry funds continue to lead retail funds

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Original article by Roy Morgan
Market Research Update – Page: Online : 10-Jan-20

New data from Roy Morgan’s Superannuation Satisfaction Report shows that industry fund Tasplan had the highest customer satisfaction rating of any super fund in the six months to November 2019, at 73.9%. It was ahead of Unisuper (73.7%), Cbus (73.3%), First State Super (70.3%) and HESTA (70.2%). As a group, industry funds (65.1%) outperformed retail funds (59.5%) in terms of satisfaction, and the gap has widened compared to the same period a year ago. The report’s findings have been obtained from the Roy Morgan Single Source survey, compiled by in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED, TASPLAN LIMITED, UNISUPER LIMITED, CONSTRUCTION AND BUILDING UNIONS’ SUPERANNUATION FUND, FIRST STATE SUPER, HEALTH EMPLOYEES’ SUPERANNUATION TRUST AUSTRALIA LIMITED

Australians largely negative on prospects for 2020

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Dec-19

A special Roy Morgan web survey shows that two-fifths of Australians (40%) think 2020 will be ‘worse’ than 2019. This represents a significant increase of 26% points from a year ago and is the highest figure since 1990 – during the midst of Australia’s last recession. A record low 12% of Australians think 2020 will be ‘better’ than 2019, while 41% say 2020 will be about the same and 7% don’t know. The net negative rating of 28% points is the largest negative gap in the survey’s history going back nearly forty years. This exceeds the previous record gap of a net negative rating of 16% points in 1990, when 33% expected the next year (1991) would be better and 49% expected it to be worse. Slightly more men (41%) than women (40%) expect 2020 will be ‘worse’ than 2019, although more men (14%) also say that 2020 will be ‘better’ than 2019 than women (10%). Analysis by age group shows that younger people are the least pessimistic about 2020, although all age groups expect 2020 will be ‘worse’ than 2019.

CORPORATES
ROY MORGAN LIMITED

2019 post-Christmas retail sales to grow 2.3% to $18.7 billion

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Dec-19

Roy Morgan’s annual post-Christmas retail sales forecasts, conducted in conjunction with the Australian Retailers Association (ARA), project that Australians are set to spend $18.72 billion across retail stores during the post-Christmas trading period, an increase of 2.3% from a year ago. The post-Christmas retail sales are expected to have a slightly lesser rate of growth than the larger pre-Christmas sales due to the growing impact of the Black Friday and Cyber Monday weekend sales in late November, which have gained prominence in the last few years. The ABS Retail Sales data for October showed seasonally adjusted sales of $27.57 billion, unchanged on September. The lower than expected result doesn’t augur well for pre-Christmas sales which are now forecast to increase by between 2.5% to 2.6% on a year ago to $52.7 billion, a lower forecast range than previously released. Growth in retail expenditure is predicted across all six categories measured.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION

What do kids want for Christmas? Netflix, iPads & iPhones

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

Roy Morgan’s pre-Christmas spending predictions, released in conjunction with the Australian Retailers Association, show that Australians are expected to spend nearly $53 billion in the lead-up to Christmas. This is up 2.6% on a year ago, and well above the latest ABS inflation level of 1.7%. Meanwhile, streaming service Netflix has topped the Kids’ Cool List in Roy Morgan’s Young Australians Survey for a second straight year; Netflix was nominated as ‘really cool’ by 66% of 6-13 year olds (up 3% points on 2018) and more than 70% of 10-13 year olds. In second place is former Number 1 (in 2016), the Apple iPad on 60%, followed by the Apple iPhone on 53%. Netflix is in top spot for both girls and boys, ahead of the iPad, with girls putting the Apple iPhone in third spot, although for boys it is the Sony PlayStation 4 that takes third spot. More than twice as many boys as girls say they consider the PlayStation 4 ‘really cool’. With around 2,500 young respondents per year, Roy Morgan’s Young Australians Survey has been measuring the changing tastes, opinions and activities of Aussie kids for many years, proving to be an invaluable resource for both retailers and parents keen to ensure they know what children and teens want.

CORPORATES
ROY MORGAN LIMITED, NETFLIX INCORPORATED, APPLE INCORPORATED, SONY COMPUTER ENTERTAINMENT AUSTRALIA PTY LTD