MARKETING RESEARCH – AUSTRALIA

RAA tops for general insurance customer satisfaction – marginally ahead of RACT, RAC and Shannons

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

The latest Roy Morgan General Insurance Satisfaction report shows that South Australia-based RAA had the highest general insurance satisfaction rating of 94% in December 2020, an increase of 3% on a year ago. It is followed by Tasmania’s RACT with a customer satisfaction rating of 92% (down 1%), Western Australia’s RAC on 92% (up 5%) and Suncorp Group-owned Shannons on 91% (up 1%). The largest improvement among the leaders for general insurance satisfaction has been by the Suncorp Group’s Bingle, which increased customer satisfaction by 8% points during 2020 to an impressive 88%. The larger general insurance brands which cater to a more diverse range of customers nation-wide have also had a good year, with improvements in customer satisfaction across the board. The big improvers include CommInsure (up 8% points on a year ago), Budget Direct (up 8% points), Allianz (up 5% points), and the larger State-based RACQ in Queensland (up 5% points) and NRMA in NSW (up 3% points). Overall in December 2020 a majority of 82% of Australians are satisfied with their general insurer, up 3% points from the same time a year ago (79%). These latest results are based on in-depth interviews conducted with over 50,000 consumers per annum, including over 35,000 with general insurance.

CORPORATES
ROY MORGAN LIMITED, RAA INSURANCE LIMITED, RACT INSURANCE PTY LTD, RAC INSURANCE PTY LTD, SHANNONS, BINGLE.COM PTY LTD, SUNCORP GROUP LIMITED – ASX SUN, COMMINSURE, BUDGET DIRECT INSURANCE AGENCY PTY LTD, ALLIANZ AUSTRALIA LIMITED, RACQ INSURANCE LIMITED, NRMA INSURANCE LIMITED

Australians divided over PM Scott Morrison’s handling of COVID-19 and all related issues

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

New research by Roy Morgan shows that 51% of Australians disapprove of Prime Minister Scott Morrison’s handling of COVID-19 and all related issues. A majority of younger Australians under 35 years of age, women, people in capital cities and Victoria, as well as supporters of the ALP and the Greens disapprove of Morrison’s handling of the pandemic. However, there is majority support for Morrison’s handling of COVID-19 related issues among Australians aged 65+, people in country areas, the States of NSW, Queensland, Western Australia and Tasmania, and L-NP supporters. Australians who disapprove of Morrison’s handling of COVID-19 and related issues have consistently brought up the ‘bungled’ vaccine rollout and the perception that he is always ‘passing the blame’ to the states and others for anything that goes wrong and taking credit when it is the states that have done the greater part of the job dealing with COVID-19. For the 49% of Australians who approve of the way Morrison is handling COVID-19 and all related issues the main reason is that Australia is in a better position than just about anywhere else in the world, and this is a marker of the PM’s good handling of COVID-19.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIA. DEPT OF THE PRIME MINISTER AND CABINET

Number of Australians drinking alcohol increases for first time in 4 years in 2020 – powered by wine, spirits and RTDs

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

New data from Roy Morgan’s Alcohol Consumption Report shows that the proportion of Australians who drink alcohol increased by 0.8% points to 67% in 2020. It is the first year-over-year increase since 2016, when 69.6% of Australians drank alcohol, up 0.7% points on 2015. A total of 13,337,000 Australians (67.0%) aged 18+ consumed alcohol in an average four-week period in 2020, up from 13,021,000 (66.2%) a year earlier. The number of Australians drinking wine increased from 8,065,000 (41.0%) to 8,814,000 (44.3%), an increase of 3.3% points over the year. In addition, some 6,277,000 Australians (31.5%) drank spirits in 2020, up from 5,465,000 (27.8%) a year earlier – an increase of 3.7% points. Consumption of Ready-to-drinks (RTDs) increased from 2,101,000 Australians (10.7%) to 2,392,000 (12.0%). However, outside these three categories the long-term trends continued, with fewer Australians drinking beer, cider, liqueurs and fortified wines in 2020. Beer led the decline and was down from 7,353,000 Australians (37.4%) in 2019 to 6,878,000 (34.6%) in 2020. If the trends of last year were to continue this year the number of Australians drinking spirits would overtake those drinking beer. The findings are from the Roy Morgan Single Source survey, Australia’s most trusted and comprehensive consumer survey, derived from in-depth interviews with 50,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Australians support masks and border closures and are willing to be vaccinated for COVID-19

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Original article by Roy Morgan
Market Research Update – Page: Online : 18-Jan-21

A special Roy Morgan survey into Australian attitudes towards COVID-19 conducted on Thursday and Friday shows 72% of Australians say mask wearing should be compulsory, 68% don’t want State borders to be completely open and 77% would be willing to be vaccinated if a new Coronavirus vaccine became publicly available – unchanged from mid-November. Support for compulsory mask wearing is highest in NSW (80%) and Victoria (77%) but at only 53% in South Australia. A large majority of 85% of people in WA don’t want State borders to be completely open today – a higher rate than any other State and in line with the tough border policies of Premier Mark McGowan who faces an election in early March.

CORPORATES
ROY MORGAN LIMITED

New data shows COVID-19’s impact on Australians’ personal finances, including debt and insurance

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Dec-20

New data from Roy Morgan shows the financial impact COVID-19 has had on Australians. Almost six million Australians (28%) have had their employment negatively impacted by COVID-19 and 51% of them made resulting changes to their personal finances, as did many whose employment was not impacted directly. Throughout September and October, more than 7,000 Australians were surveyed about changes they had experienced in their employment since March and about the impact on their payments of mortgage, rent, insurance, utility bills, credit cards and personal loans. Some 28% of respondents (5.9 million Australians) reported experiencing one or more negative employment changes. Of those who have experienced negative employment changes due to COVID-19, (51.0% reported reducing housing and insurance payments or utility bills, cutting back on debt repayment, and/or making early-release withdrawals from their superannuation. In all, 27.3% of all Australians, including those who did not experience employment changes, made such changes to their finances due to the impact of COVID-19. The single largest financial change was early access to superannuation. The option was taken up by almost 10% of all Australians, and by 18.5% of those who experienced negative employment changes due to COVID-19.

CORPORATES
ROY MORGAN LIMITED

Super fund satisfaction increases in October

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Dec-20

New data from Roy Morgan’s Superannuation Satisfaction Report shows an overall super fund satisfaction rating of 61.0% in October. This is an increase of 0.6% points from a month ago, but still down 3.1% points on a year ago. The most recent ratings cover the period since May 2020, during which time Australians in financial hardship were able to apply to withdraw two tranches of up to $10,000 of their superannuation. Importantly, the monthly increase in Superannuation Satisfaction is the first month-on-month increase since the COVID-19 pandemic and appears to represent a turning of the corner for the rating after declining during the worst months of the pandemic. The largest increase by sector was for Self-Managed Funds, which increased 1.5% points to a customer satisfaction rating of 65.3%. Public Sector Funds increased their customer satisfaction by 1.3% points to 71.5% and for the fifth month in a row have clearly the highest rating. The customer satisfaction rating of Industry Funds rose by 0.4% points to 62.5% in October, and Retail Funds were up 0.1% to 53.6%. 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

New report into Consumers and COVID-19: from crisis to recovery examines the impact of COVID-19 on rental housing, mortgage providers, energy, telco, insurance, credit markets and more

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Original article by CPRC – Consumer Policy Research Centre
Market Research Update – Page: Online : 20-Nov-20

The Consumer Policy Research Centre (CPRC) has partnered with Roy Morgan Research to conduct monthly surveys measuring the financial impacts and consumer experiences of COVID-19 across essential and important services markets, including housing, energy, telecommunications, credit and insurance. The September Report has just been released which examines consumer concerns about financial wellbeing and dealing with household expenses such as telcos and those of essential services providers. The report explores how renters and mortgagors have been impacted and the steps they’ve taken to manage household expenses across a range of consumer sub-groups who have had to deal with very different impacts from COVID-19. Click through to view a detail report in granular detail on the impact of COVID-19 on Australians.

CORPORATES
CONSUMER POLICY RESEARCH CENTRE, ROY MORGAN LIMITED

2020 Christmas retail sales set to grow 2.8% to $54.3 billion

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

Roy Morgan’s annual Christmas retail sales forecasts conducted in conjunction with the Australian Retailers Association indicate that Australians will spend over $54.3 billion across retail stores during the Christmas trading period. Forecast retail spending this Christmas of over $54.3 billion is an increase of 2.8% from the $52.9 billion of retail expenditure during the 2019 Christmas trading period and is a better than expected forecast than many would have thought possible during the year as Australia dealt with the unprecedented pandemic. Because of the huge impact on spending patterns caused by COVID-19, and the associated lockdowns around Australia, spending across the six categories measured has diverged significantly during 2020. Unsurprisingly, the largest percentage increasing in spending is predicted for the Food category, with pre-Christmas spending forecast to grow by 10% from a year ago to over $23.8 billion. Due to the impact of COVID-19 and the continuing restrictions, Hospitality spending is forecast to be 18.7% down on a year ago at just under $6.1 billion.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION

News from the Spirit World

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Nov-20

There are 4.7 million NEO (new economic order) consumers in Australia, characterised by very high discretionary spending coupled with a forward-thinking mindset. This influential group of consumers is driving the consumer-led fast lane of Spirits sales. However, the price of premium Spirits is not the main consideration for these consumers. A distinctive mindset is just as important as money in identifying NEOs and understanding what they love. NEOs look for a complete experience. In Spirits as in their other purchases, they seek a narrative that combines artisanal authenticity with innovation, a product that is premiumised, not commoditised. Data from Roy Morgan Single Source shows that Spirits brands which can deliver this rich experience reap the rewards. By contrast, marketing premiumised Spirits by generation is a wasted effort. Roy Morgan data shows premium gin Bombay Sapphire became highly successful by appealing to the NEO mindset: over the past year, just 26% of Bombay Sapphire drinkers were Millennials, while 84% were NEOs & Aspiring NEOs – of all ages. This story is repeated across other Spirits brands.

CORPORATES
ROY MORGAN LIMITED

Movement in Adelaide CBD closest to pre COVID-19 levels while movement in Melbourne CBD at only 15% of normal

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Oct-20

A special analysis of movement data in Australia’s Capital City CBDs shows movement levels remain well below those seen earlier in the year in all six State capitals. Movement in the Adelaide CBD in mid-October is closest to the pre COVID-19 levels at an average of 78% of the levels earlier in the year during January and February, up 7% points since late July. Adelaide CBD has moved ahead of the Perth CBD which is now at 74% of pre-COVID-19 levels, up 3% points. The Queensland capital is ranked third with movement levels in the Brisbane CBD at 66% of the pre COVID-19 levels, up 5% points while there has been little change for the Hobart CBD, now at 58%. Movement in both the Sydney CBD and Melbourne CBD is lower in mid-October than it was in late July as both cities have dealt with a second wave of COVID-19 in recent months. NSW authorities have dealt largely successfully with sporadic outbreaks of COVID-19 without resorting to a harsher lockdown but nevertheless movement in the Sydney CBD in mid-October is at only 44% of pre COVID-19 averages, down 4% points since late July. The Melbourne CBD entered a Stage 4 lockdown in early August which has continued to this day and movement in the Melbourne CBD averaged only 15% of the pre COVID-19 level in mid-October, down 12% points from late July. It is worth remembering that Melbourne was already in a Stage 3 lockdown starting in the first week of July. 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