MARKETING RESEARCH – AUSTRALIA

Crust Pizza maintains slim lead over Noodle Box in fast food customer satisfaction

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

Crust Pizza is the winner of Roy Morgan’s Quick Service Restaurant of the Month Award for September 2019, with a customer satisfaction rating of 91%. Crust Pizza finished in fourth position in January, but has since won the past four monthly awards. It was followed by Noodle Box (90.5%), Guzman y Gomez (89.1%), Oporto (88.6%) and Grill’d (88.1%) in September. These satisfaction ratings have been drawn from the Roy Morgan Single Source survey, which is compiled from in-depth face-to-face interviews with around 50,000 Australians each year in their homes. Roy Morgan CEO Michele Levine says that achieving consistently high levels of customer satisfaction requires an ongoing effort from businesses, which must remember that they are only as good as their most recent satisfaction rating.

CORPORATES
ROY MORGAN LIMITED, CRUST GOURMET PIZZA BAR PTY LTD, THE NOODLE BOX PTY LTD, GUZMAN Y GOMEZ PTY LTD, OPORTO PTY LTD, GRILL’D PTY LTD

2019 Christmas retail sales to grow 2.6% to $52.7 billion

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

Roy Morgan’s annual Christmas retail sales forecasts conducted in conjunction with the Australian Retailers Association indicate that Australians will spend over $52.7 billion across retail stores during the Christmas trading period. This is an increase of 2.6% from the $51.4 billion of retail expenditure during the 2018 Christmas trading period. Growth in retail expenditure is predicted across all six categories measured, with spending on Food expected to grow by 3.2% from a year ago to nearly $21.7 billion. Also set to grow strongly will be Apparel, including clothing, footwear and accessories, up 3% to almost $4.2 billion. Hospitality businesses are forecast to grow by 2.3% to an expenditure of well over $7.4 billion, and an impressive $8.8 billion is expected to be spent on Household Goods this Christmas, an increase of 0.6% from a year ago. Department stores are set to experience slower growth than other categories, up by 0.5%, to overall spending of almost $3 billion. The category combining ‘Other retailing’, which includes online retailing, is predicted to experience the fastest growth of all, up by 3.7% to spending of over $7.6 billion.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION

Price expectations higher in Country Areas than Capital Cities

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

Surveyed in October, Australians as a whole expect prices to increase by 4.1% annually over the next two years. This is up very slightly (0.1%) on how they were feeling in September, but is down to a greater degree (0.4%) on their expectations a year earlier. Comparing price expectations around Australia reveals a significant divide between Country Areas with higher price inflation expectations than Australia’s Capital Cities. Australians in Country Areas expect prices to rise by 4.3% annually over the next two years, compared to only 4% in the Capital Cities. Price expectations in Country Victoria (4.8%) are higher than anywhere else in Australia and significantly higher than in the Victorian capital of Melbourne (4.1%). There is a similar dynamic at play in Country NSW (4.2%) compared to NSW Capital Sydney (3.8%) although the gap is narrower. The two exceptions to this rule are Queensland in which price expectations are at 4.4% throughout the State and South Australia. Price expectations in Adelaide (3.9%) are slightly higher than in Country South Australia (3.8%) although both are below the national average.

CORPORATES
ROY MORGAN LIMITED

Australia’s top 10 most trusted brands in 2019

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Original article by Isabelle Lane
The New Daily – Page: Online : 13-Nov-19

Five of the 10 most-trusted brands in Australia, as measured by Roy Morgan, have been embroiled in wage underpayment scandals in recent years. They include the nation’s most trusted brand, Bunnings, as well as Woolworths, Coles, Qantas and the ABC. RMIT University’s Professor Anthony Forsyth rejects suggestions that the wage theft scandals can be attributed to Australia’s complex industrial awards system; instead, he contends that businesses are simply not giving sufficient priority to ensuring that their employees are being paid properly.

CORPORATES
ROY MORGAN LIMITED, BUNNINGS GROUP LIMITED, WOOLWORTHS SUPERMARKETS, COLES SUPERMARKETS AUSTRALIA PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, AUSTRALIAN BROADCASTING CORPORATION, RMIT UNIVERSITY

Bunnings, ALDI and Woolworths on top in Net Trust Scores

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Original article by Roy Morgan
Market Research Update – Page: Online : 13-Nov-19

The latest research from the Roy Morgan Risk Monitor shows that Retail, Supermarkets and Consumer Products are Australia’s most trusted industries: those with the highest Net Trust Score. At the other end of the scale industries in the unenviable position of scoring highest for distrust, with a negative NTS, include Mining & Petroleum, Telecommunications and Utilities. Hardware retailer Bunnings is the nation’s most trusted brand, edging out supermarket rivals ALDI and Woolworths for top spot. Coles and discount department store retailer Kmart also ranked in the top 10, with high Net Trust Scores. Rounding out the top 10 are insurer NRMA, the ABC, Qantas and Toyota, with Bendigo & Adelaide Bank out-performing larger rivals to claim the title of Australia’s most trusted bank and 10th most trusted brand overall, in surveys completed in June 2019. These insights are drawn from the ongoing Roy Morgan Risk Monitor, based on over 1,000 interviews each month.

CORPORATES
ROY MORGAN LIMITED, BUNNINGS GROUP LIMITED, ALDI STORES SUPERMARKETS PTY LTD, WOOLWORTHS SUPERMARKETS, COLES SUPERMARKETS AUSTRALIA PTY LTD, KMART AUSTRALIA LIMITED, NRMA LIMITED, AUSTRALIAN BROADCASTING CORPORATION, QANTAS AIRWAYS LIMITED – ASX QAN, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED, BENDIGO AND ADELAIDE BANK LIMITED – ASX BEN

Michel’s knows what its customers want, serving up record highs in coffee shop satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Nov-19

Michel’s is the winner of Roy Morgan’s Coffee Shop of the Month Award for September 2019, with a customer satisfaction rating of 91%. Over the past two months, Michel’s has recorded its two highest satisfaction ratings, and is now in a strong position to win the annual satisfaction award for the first time since 2014. Michel’s is followed by Donut King (86%), The Coffee Club (85%) and Gloria Jean’s and Muffin Break (both on 83%). These customer satisfaction ratings have been 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, MICHEL’S, DONUT KING, THE COFFEE CLUB PTY LTD, GLORIA JEAN’S COFFEES PTY LTD, MUFFIN BREAK PTY LTD

Toyota the most popular brand among those with sights set on a new car

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Original article by Roy Morgan
Market Research Update – Page: Online : 11-Nov-19

New data from Roy Morgan’s Automotive Leading Indicators Report shows that as of September 2019, the percentage of Australian ‘new vehicle intenders’ who plan on purchasing a Toyota was 16.8% (322,000), followed by Mazda on 8.7% (168,000) and Hyundai on 7.6% (145,000). Looking at the types, rather than makes, of vehicles Australian intenders are set on buying, SUVs are the most popular, with 40% (768,000) of intenders planning on a Sports Utility Vehicle as their next purchase. This is followed by Passenger Vehicles on 35.1% (674,000) and Commercial Vehicles on 8.1% (155,000). These findings have been obtained from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with 1,000 Australians each week and around 50,000 each year.

CORPORATES
ROY MORGAN LIMITED, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED, MAZDA AUSTRALIA PTY LTD, HYUNDAI MOTOR COMPANY AUSTRALIA PTY LTD

Southern Phone takes top place in Home Phone Satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 11-Nov-19

Southern Phone has won its third consecutive Roy Morgan Home Phone Provider of the Month Award, with a customer satisfaction rating of 82% for September 2019. Southern Phone was followed by Internode on a satisfaction rating of 79%, iPrimus on 73%, iiNet on 72% and TPG on 72%. Home phone usage has consistently declined over recent years. The number of Australians aged 14+ with a home phone has dropped from 14.2 million (74.3% of the population) in 2013 to 9.4 million (45.4%) in September 2019. Meanwhile, the number of Australians with one or more mobile phones has risen over the same period, from 17.7 million (92.2%) to 19.9 million (95.9%). Australians aged 65+ have the highest proportion of home phone ownership. As a group, Australians who use Southern Phone as their home-phone provider tend to skew older than the average home-phone user. The mean age of Southern Phone customers (14+) is 57 years, compared to 53 years for home-phone users in general and 46 for Australians aged 14+ as a whole.

CORPORATES
ROY MORGAN LIMITED, SOUTHERN PHONE COMPANY LIMITED, IPRIMUS, IINET LIMITED, TPG TELECOM LIMITED – ASX TPM

Aussie Broadband shoots to the top of ISP satisfaction ratings and opens big lead

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Original article by Roy Morgan
Market Research Update – Page: Online : 5-Nov-19

Aussie Broadband is the winner of Roy Morgan’s Internet Service Provider of the Month Award for September 2019, with a customer satisfaction rating of 88%. The achievement marks Aussie Broadband’s first win in the Customer Satisfaction Awards. It is well ahead of a trio of TPG Telecom brands, including iiNet (78%), Internode (78%) and TPG (76%), as well as the Vocus Group-owned iPrimus (74%). These customer satisfaction ratings have been drawn from the Roy Morgan Single Source survey, derived from in-depth personal interviews with over 1,000 Australians each week face-to-face in their homes.

CORPORATES
ROY MORGAN LIMITED, AUSSIE BROADBAND PTY LTD, IINET LIMITED, INTERNODE SYSTEMS PTY LTD, TPG TELECOM LIMITED – ASX TPM, IPRIMUS, VOCUS GROUP LIMITED – ASX VOC

Apple iPhone wins monthly satisfaction ratings, but Google Phone holds lead in race for the annual award

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Original article by Roy Morgan
Market Research Update – Page: Online : 5-Nov-19

The Apple iPhone is the winner of Roy Morgan’s Handset Provider of the Month Award for September 2019, with a customer satisfaction rating of 92.6%. It was closely followed by Google Phone (92.5%), Motorola (92%), Samsung (89.9%) and LG (88.9%). Roy Morgan CEO Michele Levine says Apple iPhone has been the market leader in terms of customer satisfaction for many years, winning the past seven Roy Morgan Mobile Handset of the Year Awards. However, the strong performance of Google during 2019 may represent a changing of the guard when it comes to phone handset satisfaction with a close contest between the two brands to decide this year’s winner. These latest customer satisfaction 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, APPLE INCORPORATED, GOOGLE INCORPORATED, MOTOROLA INCORPORATED, LG ELECTRONICS AUSTRALIA PTY LTD