MARKETING RESEARCH – AUSTRALIA

Qantas leads Virgin Australia for customer satisfaction

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

Qantas has won Roy Morgan’s monthly Domestic Airline Customer Satisfaction Award for April 2019, with a customer satisfaction rating of 85%, ahead of Virgin Australia on 79%. Qantas has also won the monthly award for domestic business travellers with a customer satisfaction rating of 85%, ahead of Virgin Australia on 80% and well ahead of subsidiary Jetstar on 49%. The dual victories in April mark the first time this year Qantas has won both domestic categories and put Qantas in with a good chance of taking out both Annual Roy Morgan Customer Satisfaction Awards for 2019.

CORPORATES
ROY MORGAN LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, JETSTAR AIRLINES PTY LTD

World Cup a chance to reboot Australia’s love of cricket

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Jun-19

New research from Roy Morgan shows that over 7.2 million Australians, equivalent to 35% of the Australian population aged 14 or older, watch at least one form of cricket on TV. This represents a decline of almost 340,000 TV Cricket viewers since March 2015 when Australia hosted, and won, the 2015 Cricket World Cup. Men’s Test cricket is the favoured form of cricket, watched by over 5.8 million Australians in the year to March 2019, just ahead of Men’s One-Day International Cricket, watched by 5.75 million. Roy Morgan CEO Michele Levine notes that over 5.7 million Australians will be closely watching the fortunes of the Australian cricket team at the Cricket World Cup in England on Foxtel, Kayo Sports and the Nine Network, as they defend their title won in 2015.

CORPORATES
ROY MORGAN LIMITED, FOXTEL MANAGEMENT PTY LTD, KAYO SPORTS, NINE NETWORK AUSTRALIA LIMITED

1.4 million Australians read puzzle magazines

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

New research from Roy Morgan shows that leading puzzle magazines are now read by over 1.4 million Australians aged 14+ in an average month. Leading puzzle magazines are often closely associated with a higher circulation magazine such as Take 5, Australian Women’s Weekly, Woman’s Day and New Idea, and help to raise the profile and readership of the primary magazine. Although many of the leading puzzle magazines are closely associated with a higher circulation magazine, the majority of readers of puzzle magazines do not in fact also read the namesake title magazine. Take 5 Mega Puzzler with a readership of 325,000 shares 35% of its readers with its namesake title Take 5 (Weekly) while nearly-two thirds of Take 5 Mega Puzzler’s readership (65%), do not read Take 5 (Weekly). For other puzzle magazines an even higher majority of their readership do not also read the namesake title. At least 70% of the readers of Australian Women’s Weekly Puzzle Book, New Idea Jumbo Puzzler, Take 5 Pocket Puzzler and Woman’s Day Superpuzzler do not also read the associated primary magazine.

CORPORATES
ROY MORGAN LIMITED

Priceline makes up even more of the Australian cosmetics market

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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 23.3% of Australian women aged 14+ who buy cosmetics do so at Priceline, up from 12.8% four years ago. The number of women buying cosmetics at Priceline has shot up from around 620,000 to over 1.2 million in the year to March 2019. Meanwhile, supermarkets have stabilised their customer patronage for cosmetics after a dip in recent years. Some 24.9% of Australian women who buy cosmetics buy them from supermarkets, with both Coles and Woolworths experiencing an increased number of customers buying their cosmetics products compared to four years ago. However, fewer women than four years ago are now buying cosmetics at leading department stores such as Myer and David Jones, and discount department stores such as Target, Big W and Kmart. Chemist Warehouse has also experienced a small slump in cosmetics customers in 2019, despite previous years of strong growth.

CORPORATES
ROY MORGAN LIMITED

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