MARKETING RESEARCH – AUSTRALIA

Bickford’s narrows the gap to Cottee’s, Diet Cordial gains momentum

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Original article by Roy Morgan
Market Research Update – Page: Online : 3-Jun-19

A Roy Morgan Single Source survey shows that over four million Australians aged 14+ purchased cordial in an average four weeks in the year to March 2019. Cottee’s is still the leading cordial brand, purchased by 30.7% of cordial customers (down 4.6ppts from four years ago), and now just ahead of Bickford’s, which is bought by 27.2% of cordial customers (up 3.4ppts from 2015). Golden Circle Cordial has also gained traction, with 20.2% of Australian cordial customers buying the brand in an average four weeks, up 3.7ppts from four years ago. Meanwhile, diet cordial is now purchased by 16.2% of cordial customers, up from 13.9% four years ago. Analysis shows that Bickford’s primary customer base comes from the high-end AB and C Socio-Economic Quintiles, who comprise 45% of Bickford’s customer base of over 1.1 million Australians. In comparison, Cottee’s and Golden Circle appeal strongly to the lower-end E and FG Socio-Economic Quintiles. Over 52% of Golden Circle Cordial’s 820,000 cordial customers and 45% of Cottee’s 1.25 million cordial customers are in the E or FG quintiles.

CORPORATES
ROY MORGAN LIMITED, COTTEE’S, BICKFORD’S AUSTRALIA PTY LTD, GOLDEN CIRCLE LIMITED

Satisfaction and NPS of big four banks improving after Finance Royal Commission

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

New results from Roy Morgan shows that customer satisfaction with Australia’s big four banks reached 75.9% in April 2019, up by 0.6% points since February, and their Net Promoter Score was 0.4, up from minus 1.6. Meanwhile, banks outside of the big four currently have a satisfaction rating of 83.8%. It appears that the focus of the Finance Royal Commission on the big four may have had a bigger impact on their rating, which is now down by 3.3% points from prior to the commission, compared to a decline of only 1.1% points for the banks outside of the big four. The CBA has the highest satisfaction among the big four with 78.1%, followed by Westpac (74.7%), ANZ (74.4%) and NAB (72.7%). Among the major smaller banks, Bendigo Bank has the highest rating with 90.1%, followed by ING (89.9%). The banks outside of the big four also continue to have higher NPS scores, with the latest figure for April 2019 being 24.0 compared to the big four on 0.4. The smaller banks now have higher NPS than prior to the Royal Commission, when it was 23.4. 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

Only 5.7% of Australians say Women should take care of running their homes and leave running the country to men

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

Roy Morgan’s long-term analysis of important social trends reveals that social views on a variety of topics have stabilised, and in some cases reversed, in recent years. In early 2019 a clear and increasing majority of 59.2% of Australians agree that ‘The fundamental values of our society are under serious threat’. Although this is a clear decline from when this question was first asked just over 15 years ago when over two-thirds of Australians (69%) agreed, the long-term downward trend has reversed in recent years. Since 2003 there has consistently been a majority of Australians holding the view that ‘the fundamental values of our society are under serious threat’. However it was a view that was in decline until it bottomed at 55.9% in late 2013. Since then it has increased and stabilised in the range of 59-61% over the last four years. When it comes to who should run the country, a shrinking minority of only 5.7% of Australians (4.6% of women and 6.9% of men) agree that ‘Women should take care of running their homes and leave running the country to men’. As recently as mid-2012 as many as 9.1% of Australians agreed with this view, which was little changed to over 20 years ago in mid-1998 (9.5%).

CORPORATES
ROY MORGAN LIMITED

Slowdown in new vehicle buying intentions but increasing interest in Hybrids

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

Roy Morgan’s latest ‘Automotive Currency Report’ shows that in the March 2019 quarter 1.889 million Australians aged 14+ said they intend to purchase a new vehicle in the next four years, down 435,000 or 19.1% from the same time last year. This level is also well below the 17-year long-term average of 2.155 million. Although intentions are well down, an increasing proportion of intenders say that their next vehicle is most likely to be a hybrid, up to 10.1% (from 5.6% a year ago). In addition to weakening year-on-year levels of vehicle buying intentions, one-year intentions are down by 136,000 (22.2%) over the same time last year. Currently, 476,000 Australians intend to purchase a new vehicle in the next 12 months, well down from the 612,000 last year and the long-term average of 611,000. These low intention levels are a further indication that 2019 is looking not looking positive for new vehicle sales. The report is based on data collected from Roy Morgan’s Single Source Survey, which is from in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their homes.

CORPORATES
ROY MORGAN LIMITED

Proportion of Australians drinking alcohol down from 2014

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

Roy Morgan’s ‘Alcohol Consumption Currency Report March 2019’ shows that 67.5% of Australians aged 18+ consume at least one type of alcoholic drink in an average four-week period. This represents a gradual decline over the last five years from 70.1% recorded in 2014. All major categories of alcoholic drinks showed declines over this period, apart from cider. Wine is consumed by 42.8% of Australians over an average four week period, ahead of beer (38.2%) and spirits (26.3%). Cider is now consumed by 11.4% of Australians, up from 11.1% five years ago, making it the only type of alcohol to increase. The incidence of cider drinkers is now ahead of RTD (10.8%), Liqueurs (6.5%) and Fortified Wine (4.9%). Over the last five years the biggest decline was for wine (down 2.3%), followed by liqueurs (down 1.2%) and RTD (down 0.9%). Beer showed a decline of 0.6% and as a result closed the gap marginally to wine as Australia’s most widely drunk type of alcohol. The report is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including detailed questioning of over 15,000 regarding their alcoholic drinking habits.

CORPORATES
ROY MORGAN LIMITED

Singapore Airlines best for international airline customer satisfaction

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

Singapore Airlines has won the Roy Morgan International Airlines Customer Satisfaction Award for April 2019, with a customer satisfaction rating of 89%. It is followed by Emirates (87%), Qatar Airways (85%) and Etihad Airways (83%). All four leading international airlines increased their customer satisfaction ratings in April compared to a year ago, with Qatar Airways showing the biggest increase (up by 6% points from a year ago). Emirates increased customer satisfaction by 3% points, Etihad Airways by 2% points and Singapore Airlines was up 1% point. Other big improvers amongst the leading international airlines include British Airways, which increased customer satisfaction by 9% points to 72%, and Thai Airways (up 4% points to 79%). Qantas is the leading Australian international airline with a customer satisfaction rating of 79%, just in front of main rival Virgin Australia on 76%, while Jetstar finished just outside the top 10 airlines in April.

CORPORATES
ROY MORGAN LIMITED, SINGAPORE AIRLINES LIMITED, EMIRATES AIRLINES, QATAR AIRWAYS, ETIHAD AIRWAYS, BRITISH AIRWAYS PLC, THAI AIRWAYS INTERNATIONAL PUBLIC COMPANY LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, JETSTAR AIRLINES PTY LTD

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

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

A new report from Roy Morgan, ‘General Insurance Industry Market Overview Currency Report’, shows that during the last 12 months, 9.4 million general insurance policies (19.1%) 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. The report shows that over the last year, 78.4% 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 77.5% and currently represents 38.3 million policies. The most loyal customers, based on the proportion of policies that are renewed without the holder approaching another company, are with CGU (85.8%) and the RACV (83.5%). The least loyal customers among the majors are with YOUI (only 70.6% renewed without looking around), AAMI (73.3%) and GIO (73.7%). Roy Morgan’s ‘General Insurance Currency Report’ is derived from Roy Morgan’s Single Source Survey (Australia) which is based on 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, CGU INSURANCE AUSTRALIA LIMITED, RACV INSURANCE, YOUI PTY LTD, AUSTRALIAN ASSOCIATED MOTOR INSURERS LIMITED, GIO AUSTRALIA LIMITED

Guardian wins Pharmacy satisfaction ahead of Priceline

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

Guardian is the Roy Morgan Pharmacy/Chemist of the month for March 2019 with a customer satisfaction rating of 93%, edging out Priceline Pharmacy on 92% and TerryWhite Chemmart and Discount Drug Stores (both on 91%). Guardian is a former winner of the Roy Morgan Pharmacy/Chemist of the Year Customer Satisfaction Award in 2012, 2013 and 2014, and it has returned to the winner’s circle with a significant improvement in performance over the last year. Guardian increased customer satisfaction by 6% points from a year ago to 93% – a larger increase than any of its leading rivals. Several other leading pharmacies improved their customer satisfaction over the last year, including Priceline Pharmacy (up 2% points to 92%), TerryWhite Chemmart (up 2% points to 91%), Amcal/Amcal Max (up 2% points to 90%) and Chemist Warehouse (up 1% point to 90%).

CORPORATES
ROY MORGAN LIMITED, GUARDIAN PHARMACY, PRICELINE PHARMACY, TERRYWHITE CHEMMART, DISCOUNT DRUGSTORES PTY LTD, AMCAL CHEMISTS, AMCAL MAX, CHEMIST WAREHOUSE

Facebook on top but Instagram and Pinterest growing fastest

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

The latest research from Roy Morgan shows that over 17.1 million Australians aged 14+ (83%) visited Facebook in an average four weeks in the year to March 2019, an increase of almost 4.2 million (+32.4%) from four years ago. YouTube is in a clear second place and the popular online video sharing site has an estimated 15.3 million visitors in an average four weeks, up by over 3.5 million (+29.7%) from four years ago. Although both Facebook and YouTube are clear market leaders in the Social Networks and Online Communities market, it is the primarily image-sharing sites Instagram and Pinterest that have grown the fastest in recent years. Instagram, Facebook’s photo and video-sharing subsidiary now has over 8 million visitors in an average four weeks, up by over 5.6 million (+238.1%) from four years ago. And Pinterest, with over 7.3 million visitors, has grown by over 4.6 million (+174.3%) since 2015. These results are based on in-depth Roy Morgan Single Source interviews with more than 50,000 Australians.

CORPORATES
ROY MORGAN LIMITED, FACEBOOK INCORPORATED, YOUTUBE INCORPORATED, INSTAGRAM LLC, PINTEREST

News and Reality TV are the most popular TV genres

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Original article by Roy Morgan
Market Research Update – Page: Online : 15-May-19

The latest research from Roy Morgan confirms that News is the most watched TV genre in an average week, seen by 61% of Australians aged 14+. The second most watched TV genre in Australia is Reality TV, seen by 41% of Australians in an average week, while 34% watch Current Affairs shows. Coming in next and watched by 33% of Australians are Quiz/Game Shows, followed by TV Sport (32%). This research is based on interviews with over 50,000 Australians during 2018 as part of the Roy Morgan Single Source survey. Roy Morgan CEO Michele Levine says this spread of varied TV genres underlines the importance attached to understanding the different types of Australians that are attracted to these very different shows. To get the most ‘bang for the advertising buck’ it is vital to have a full understanding of who is watching what.

CORPORATES
ROY MORGAN LIMITED