MARKETING RESEARCH – AUSTRALIA

Roy Morgan Customer Satisfaction Awards 2019: the best brands in banking and finance

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-20

The 2019 Roy Morgan Customer Satisfaction Awards have been presented in Melbourne. This year’s awards added six new banking and finance categories, taking the total list of winning banks, insurers and superannuation funds to fourteen. Commonwealth Bank (Major Bank) continued its dominance by securing its seventh straight customer satisfaction award. Bank Australia (Bank) and Newcastle Permanent Credit Union (Building Society/Credit Union) both recorded their first win of the annual award. RACT (General Insurer) and RAC (Major General Insurer) won their respective categories with seven and 12 monthly wins respectively. Insuranceline (Risk and Life Insurer) took out its third annual award, and MLC (Major Risk and Life Insurer) was a first-time winner. Tasmanian-based St.LukesHealth (Private Health Insurer), Defence Health (Major Private Health Insurer – Not for Profit or Restricted) and ahm (Major Private Health Insurer – Retail) were the other insurance category successes. Macquarie (Retail Superannuation Fund) fought off stiff competition to win another annual award, whereas Colonial First State (Major Retail Superannuation Fund) won comfortably with 11 monthly awards. HESTA (Major Industry Superannuation Fund) was welcomed to the winner’s podium for the first time.

CORPORATES
ROY MORGAN LIMITED

Uber dominates but faces growing competition from Ola and DiDi in an expanding rideshare market

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

A special Roy Morgan study into Australia’s rideshare market shows Uber maintaining a strong grasp on the industry. However, other services such as Ola and DiDi are now providing users with alternative options in an increasingly competitive national market. Of those who use a rideshare service in an average three months, a total of 93% ride with Uber followed by Ola (20%) and DiDi (14%), who have each gained significant shares. There is then a significant gap to smaller services including Bolt (4%), Shebah (2%) GoCatch (2%), Rydo (1%) and Shofer (1%). This new Roy Morgan data has been obtained from a study of Australia’s growing rideshare market. The study looked at what types of people use rideshare services, such as where they live, their level of education, work status and income. It also examined the satisfaction ratings of each rideshare service. Of the leading rideshare providers, Uber has clearly the highest customer satisfaction rating of 88%. It is followed by DiDi on 75%, and Ola on 72%.

CORPORATES
ROY MORGAN LIMITED, UBER AUSTRALIA PTY LTD, OLA, DIDI

Lexus wins Best of the Best Award

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

Vehicle manufacturer Lexus has again been named as the winner of the Roy Morgan Customer Satisfaction Award – ‘Best of the Best’ – taking the mantle from fellow car manufacturer Isuzu UTE. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 41 winners at the Annual Roy Morgan Customer Satisfaction Awards. Lexus also won the prestigious ‘Best of the Best’ Award in 2017 and had an unbroken run of eleven consecutive monthly victories in a row in the competitive Car Manufacturer of the Year category from February of last year through to December. Other car manufacturers to perform exceptionally well in 2019 included last year’s winner Isuzu UTE as well as the highly rated Mazda, KIA and Toyota.

CORPORATES
ROY MORGAN LIMITED, LEXUS AUSTRALIA, ISUZU UTE AUSTRALIA PTY LTD, MAZDA AUSTRALIA PTY LTD, KIA MOTORS AUSTRALIA PTY LTD, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED

ACT and Victoria lead the way for residents planning a holiday

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

Roy Morgan’s Holiday Travel Intention Report shows that 74.4% of ACT residents (257,000) intend taking a holiday in the next 12, months followed by Victoria with 70.7% (3,869,000). These are the only two holding up the national average; well behind are residents of South Australia/Northern Territory on 64.4% (1,028,000), New South Wales on 64.2% (4,287,000), Queensland on 64.2% (2,670,000), Western Australia on 61.9% (1,322,000) and Tasmania on 60.5% (270,000). These travel intention findings have been drawn from the Roy Morgan Single Source survey, which is compiled by in-depth face-to-face interviews with over 50,000 Australians each year in their homes.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories

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

Roy Morgan has announced the winners of its annual Customer Satisfaction Awards for Australia. At first glance, the winners of the 2019 awards have little in common. Some are national names, others are state-wide favourites; they provide services ranging from meals on the go to mortgages and sell everything from fan belts to frozen peas. But, says Roy Morgan CEO Michele Levine, they share one distinguishing factor: a determination to understand what their customers need and deliver it. The data that determines who wins comes from Roy Morgan’s massive Single Source survey, for which 50,000 consumers from all around Australia are interviewed in-depth each year, in person and in their own homes. Respondents name the companies they deal within various categories across 32 industries, including Automotive, Banking, Supermarket and Telecommunications, 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 of these wins. While no-one scored a clean sweep of the monthly awards, an impressive number of companies came close. Ahm, Bunnings, Commonwealth Bank, Defence Health, Foodland, Powershop, Qantas, Rebel, RAC, the Reject Shop and Subway all won 11 of the 12 months, putting them far out of reach of their competitors.

CORPORATES
ROY MORGAN LIMITED

Crust Pizza is Australia’s top premium quick service restaurant

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-20

Crust Pizza is Australia’s leading premium brand in the Quick Service Restaurant category, according to the Roy Morgan Research Institute. By applying a premium lens to our deep data, we see that while 10 million Australian consumers are making do in an ever more commoditised economic ‘slow lane’, there are over 4.7 million premium consumers setting the pace in the fast lane – the NEOs. These premium consumers are big spenders in any economic cycle – right now, 91 per cent of them are in the top third of elective spenders in the economy. NEO consumers spend more than, and more frequently than, anyone else. In-depth analysis of these premium consumers by Roy Morgan has been able to identify four quick service restaurant brands that are attracting a disproportionate share of NEOs through the door. The top-4 quick service restaurants with the highest proportion of these premium customers are Crust Pizza, Guzman y Gomez, Grill’d and Mad Mex. Roy Morgan conducted in-depth face-to-face interviews in the homes of over 50,000 Australians per year for each of the last five years to determine which leading quick service restaurant brands attract Australia’s premium consumers.

CORPORATES
ROY MORGAN LIMITED, CRUST GOURMET PIZZA BAR PTY LTD, GUZMAN Y GOMEZ PTY LTD, GRILL’D PTY LTD, MAD MEX

Australians’ desire for electric and hybrid vehicles continues to rise

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-20

New automotive data from Roy Morgan shows that 59.1% of Australians aged 14+ who intend to purchase a new vehicle in the next four years say a petrol engine vehicle is the most likely type, down 6.3% points on a year ago. This is followed by diesel vehicles (23.5%), hybrid vehicles (12.7%) and electric vehicles (4.2%). The data also shows that of the Australians who intend to buy an electric vehicle in the next four years, 37.5% would consider purchasing a Tesla, followed by Hyundai (20.4%), Toyota (19.6%), Kia (12.5%) and BMW (12.3%). These findings are drawn 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

Over six million Australians endure allergies, colds and flu without using medication

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Original article by Roy Morgan
Market Research Update – Page: Online : 11-Feb-20

The latest health and wellbeing data from Roy Morgan shows that 67.6% of Australians aged 14+ (more than 14 million people) experience allergies/cold and flu in an average 12 months. This comprises 64.1% of men and 70.9% of women. The 14-17 age group has the highest proportion of sufferers (75.3%), followed by 35-49 (72.8%), 18-34 (72.5%) before a gap to older Australians aged 50-64 (65.1%) and 65+ (53.9%). The data also shows that 57.0% of Australians are now taking medication to alleviate these conditions, compared with 47.4% in 2012. The findings are drawn from the Roy Morgan Single Source survey, compiled from in-depth face-to-face interviews with over 1,000 Australians each week in their homes.

CORPORATES
ROY MORGAN LIMITED

Over 15.6 million Australians read magazines in print or online

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Original article by Roy Morgan
Market Research Update – Page: Online : 7-Feb-20

Roy Morgan has released the Australian Magazine Readership report for the 12 months to December 2019. A total of 15,644,000 Australians aged 14+ (75.1%) now read magazines in print or online, down 0.6 per cent from a year ago. Readership of print magazines was almost 13.1 million Australians aged 14+ (62.8 per cent), down 3.8% from a year ago. The free ‘Coles Magazine’ remains the most widely-read print magazine, with a readership of 4,573,000 (down 4.8%), while ‘Better Homes & Gardens’ remains the most widely-read paid magazine with a print readership of 1,698,000 million (up 8.4 per cent). Meanwhile, Taste.com.au remains the best-read magazine title across print and digital formats, with a total cross-platform audience of more than 3.1 million (down 2.6 per cent). These are the latest findings from the Roy Morgan Single Source survey of 50,422 Australians aged 14+ in the 12 months to December 2019.

CORPORATES
ROY MORGAN LIMITED

First full year since Nine purchase of Fairfax sees audience increases for SMH, The Age and Australian Financial Review

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Original article by Roy Morgan
Market Research Update – Page: Online : 7-Feb-20

Roy Morgan has released the latest readership results for Australian newspapers, for the 12 months to December 2019. Now 15.5 million Australians aged 14+ (74.6%) read or access newspapers in an average seven-day period via print or online; this audience increases to 16.6 million (79.7%) when one considers news portals such as news.com.au and the Huffington Post. The standout performer over the past year is again ‘The Australian Financial Review’, which increased its total cross-platform readership by 14.1 per cent to 1,642,000; this was driven by a substantial increase in its digital audience (up 19.9 per cent to 1,402,000). ‘The Sydney Morning Herald’ is still Australia’s most widely-read masthead, with a cross-platform audience of 4,303,000, which is up 4.1 per cent on a year ago. Meanwhile, ‘Good Weekend’ remains Australia’s most widely-read newspaper inserted magazine, with print readership of 819,000 (down 21.6 per cent over the last year). These are the latest findings from the Roy Morgan Single Source survey of 50,422 Australians aged 14+ in the 12 months to December 2019.

CORPORATES
ROY MORGAN LIMITED