MARKETING RESEARCH – AUSTRALIA

Nearly nine million general insurance policies at risk of being switched – RACV and Apia top for loyalty

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Original article by Roy Morgan
Market Research Update – Page: Online : 2-Sep-19

A new report from Roy Morgan shows that during the last 12 months, 8.9 million general insurance policies, or nearly one in five (18.2%), were subject to review. This was made up of the policies that were switched to another company and those that were renewed with the same company after approaching other companies. Companies with the most loyal customers (those who renew without looking around) are RACV, Apia and CGU. The research also shows that over the last year, 79.4% of general insurance policies were renewed with the same company without approaching any other companies. This was an increase from the previous year when it was 77.3% and currently represents 38.7 million policies. These are some of the latest findings from Roy Morgan’s ‘General Insurance Currency Report’. The report is derived from Roy Morgan’s Single Source Survey (Australia) which is derived from in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their homes, including details of over 120,000 general insurance policies.

CORPORATES
ROY MORGAN LIMITED, RACV INSURANCE, AUSTRALIAN PENSIONERS INSURANCE AGENCY PTY LTD, CGU INSURANCE AUSTRALIA LIMITED

Rising numbers of Australians looking at Electric and Hybrid vehicles for their next set of wheels

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Original article by Roy Morgan
Market Research Update – Page: Online : 29-Aug-19

New data from Roy Morgan shows that 1,383,000 Australians aged 14+ are looking to drive a hybrid vehicle, and 537,000 are intending on driving an electric vehicle, as their next car (either new or used). The number of Australians looking to drive a hybrid car as their next vehicle has increased by 341,000 since June 2018, and the number of consumers intending to drive an electric vehicle has increased by 125,000. When looking specifically at those intending to purchase an electric vehicle within the next four years, some 92,000 Australians intend on purchasing a used electric vehicle, up from 53,000 as of June 2018 (an increase of 39,000). However, the opposite trend was apparent for those looking to purchase a new electric vehicle within four years. As of June 2019, a total of 49,000 Australians were looking to buy a new electric vehicle, compared with 57,000 as of June 2018 (a decrease of 8,000). These are the latest findings from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with 1,000 Australians each week and over 50,000 each year.

CORPORATES
ROY MORGAN LIMITED

NPS of banks (and big four banks) continues to improve after Finance Royal Commission

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Aug-19

New results from Roy Morgan show that the Net Promoter Score levels of Australia’s banks, including the big four banks, have increased significantly since the final report of the Finance Royal Commission was handed down in February 2019. The NPS of the big four banks was 2.1 in July, up 3.7pts since February, and the NPS of banks as a whole was 8.5, up 3.2pts over the last five months. The improvement in NPS scores has returned the measure to a level comparable to that at the time the Finance Royal Commission was established in late 2017. All of the big four banks have improved their NPS since February. The leading big four bank by NPS is the CBA (now on 7.2, up 3.3pts since February). The other three, although improved, were still in negative territory. Teachers Mutual Bank now has the highest NPS of 52.6, up 13.5pts since February. Meanwhile, satisfaction with the big four banks reached 76.1% in July, up by 0.8% points since February, led by increases for the CBA (+1% point), ANZ (+0.9% points) and Westpac (+2.3% points). These are some of the latest findings from Roy Morgan’s ‘Customer Satisfaction report on Consumer Banking in Australia’ and the ‘Financial Institutions Advocacy Report’. These reports are based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, AUSTRALIA. ROYAL COMMISSION INTO MISCONDUCT IN THE BANKING, SUPERANNUATION AND FINANCIAL SERVICES INDUSTRY

Ride-sharing app Uber overtakes taxis as preferred private transport service

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Aug-19

The latest data from Roy Morgan has shown that a greater proportion of Australians aged 14+ are now using Uber (22.9%) compared with taxis (21.8%). This is the first data to reveal that taxis are no longer the preferred private transport service of Australians. Uber has experienced a dramatic rise in popularity over the past three years. The proportion of Australians utilising the service in an average three-month period has increased from 6.6% (1.3 million) of the population, to 22.9% (4.7 million), an increase of 16.3% points (+ 3.4 million). Although Uber is now the preferred service, the proportion of Australians using taxis has remained relatively steady in recent years, dropping only slightly from 24.4% (4.8 million) to 21.8% (4.5 million). These are the latest findings from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with 1,000 Australians each week and over 50,000 each year.

CORPORATES
ROY MORGAN LIMITED, UBER AUSTRALIA PTY LTD

Consumers who know their NBN speed are more satisfied with their provider

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Aug-19

New research from Roy Morgan shows that consumers who know what their NBN plan’s ‘typical evening speed’ should be are more satisfied with their provider (78%) than those who do not know (68.1%), according to research conducted in the three months to June 2019. Analysis of the consumer NBN market shows that 49.9% of consumers do not know "What typical evening speed is included in your NBN plan?" Interestingly, this lack of knowledge about speed is not simply because someone may not be the Primary or Joint Fixed Broadband Decision Maker. For the 49.9% of consumers who do not know the ‘typical evening speed’ of their NBN plan a clear majority of 59.8% are either the Primary (25.2%) or Joint (34.6%) Fixed Broadband Decision Maker. There is a clear link between those who do know their NBN speed tier and increased satisfaction with their internet service provider (78.0%). In contrast, just over two-thirds of those who did not know their typical evening speed (68.1%) were satisfied with their internet service provider, a significant difference of 9.9% points.

CORPORATES
ROY MORGAN LIMITED

Foodland celebrates 12 months at top of supermarket satisfaction ratings but supermarket customer satisfaction is in decline

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Aug-19

Foodland has secured its 12th straight Roy Morgan Supermarket of the Month Award with a customer satisfaction rating of 86% for July 2019. Foodland has now won 19 of the past 20 monthly awards. Foodland was followed by Aldi (83%), Coles (82%), Woolworths (81%) and IGA (80%). Foodland and Aldi have now held the top two positions since February 2017. Despite their ongoing success, the overall customer satisfaction ratings for all five leading supermarkets have declined significantly from a year ago. Both Aldi and Woolworths have recorded the largest decline (-10%). Foodland has also recorded the highest customer satisfaction rating for fresh fruit (84%), bread (81%), fresh vegetables (82%) and delicatessen (78%). Aldi performed the best in dairy (85%) and meat (74%), whereas Woolworths secured the highest customer satisfaction for seafood (51%). These are the latest findings from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with 1,000 Australians each week and over 50,000 each year.

CORPORATES
ROY MORGAN LIMITED, FOODLAND AUSTRALIA LIMITED, ALDI STORES SUPERMARKETS PTY LTD, COLES SUPERMARKETS AUSTRALIA PTY LTD, WOOLWORTHS SUPERMARKETS, IGA

Toyota and Mazda drivers most brand loyal; Have the luxury brands lost their lustre?

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Aug-19

New data from Roy Morgan reveals that of Australians aged 14+ who are looking to purchase a new car in the next four years, 6-in-10 current Toyota and Mazda drivers are intending to purchase the same brand, which are the highest loyalty ratings of any manufacturer. Toyota and Mazda’s loyalty ratings are followed by Subaru, Mercedes-Benz, Volkswagen, BMW, Hyundai, Honda, Lexus, Audi, Mitsubishi, Nissan, Ford and Holden. Eight of the 10 non-luxury manufacturers have increased their loyalty rating from three years ago. The largest improvement was by Mitsubishi, climbing from 28.4% in 2016 to 41.8%. Unlike non-luxury vehicles, luxury brands have seen declines in loyalty ratings when compared to three years ago. Because Mercedes-Benz has managed to limit its decline to only 3%, it has recorded the highest loyalty rating of the four luxury brands as on June 2019. These are the latest findings from the Roy Morgan Single Source survey, derived from in-depth face-to-face interviews with 1,000 Australians each week and over 50,000 each year.

CORPORATES
ROY MORGAN LIMITED

State of the Nation – Media: Harnessing the future by building Trust and dissipating Distrust

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Original article by Michele Levine, Roy Morgan
Market Research Update – Page: Online : 27-Aug-19

The media landscape in Australia is in an unprecedented state of disruption and change as digital media continues to upend established norms and business practices. However, there is a ‘hard’ currency that remains constant that drives consumers to return to, or reject, brands and channels: Trust and Distrust. For media channels and brands to survive and thrive they must build Trust and crucially, minimise Distrust. While a high level of Trust will keep audiences engaged and coming back, a high, or increasing, level of Distrust will drive audiences (consumers) away – perhaps never to return. More Australians Trust ‘newspapers’ than any other channel – but down from 2018, ahead of Television, News & Newspaper Websites, Social Media, Radio and Magazines. Social Media is the most Distrusted media channel – but down from a year ago, followed by Print, Newspapers, Television, Magazines, News & Newspaper Websites and Radio. The ABC is by far the most Trusted media corporation, followed by Nine Entertainment, SBS, Newscorp, Facebook, Seven West Media, Google/Alphabet Group and Schwartz Media. The most Distrusted media corporation is Facebook, although its Distrust has improved significantly since 2018, ahead of Newscorp, Nine Entertainment, Seven West Media, the ABC and Fox.

CORPORATES
ROY MORGAN LIMITED

79 year olds have the best mental health

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

New data from Roy Morgan shows that over 7.9 million Australians aged 14+ (38.4%) now suffer from a Mental Health condition, compared with 5.4 million (30.7%) in 2009. The most common Mental Health conditions are Stress (which is experienced by 5.8 million Australians, or 28%), Anxiety (suffered by over 4.3 million, or 21.1%), Depression (which afflicts over 3.3 million, or 16.1%) and the nearly 1.3 million (6.2%) who have Panic Attacks. Analysis shows that the number of Australians who experience Anxiety has increased by 108.3% since 2011, from nearly 2.3 million to over 4.3 million. Stress has increased by 1.6 million (+38.2%), Depression has increased by almost 1 million (+41.2%) and Panic Attacks are up by over half a million (+73.7%). The latest Roy Morgan health research is based on a program of research that now spans over a decade into illnesses and medical conditions and derived from detailed in-depth interviews with over 50,000 Australians each year as part of the Roy Morgan Single Source survey.

CORPORATES
ROY MORGAN LIMITED

Crust Pizza slices up competition for second straight month

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

Crust Pizza has won back-to-back Roy Morgan Quick Service Restaurant of the Month Awards, with a customer satisfaction rating of 93% in July 2019. Crust Pizza was followed by Noodle Box (92%), Grill’d (89%), Oporto (89%) and Guzman y Gomez (88%). Four of the top five outlets recorded strong ratings growth when compared with July 2018, except for Grill’d, which declined slightly. Noodle Box’s satisfaction rating has increased by 13% in the last year, and by 2% in the past three months, whereas ratings leader Crust Pizza has remained stable. These are the latest findings from the Roy Morgan Single Source survey, which is derived from in-depth face-to-face interviews with 1,000 Australians each week and over 50,000 each year.

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