MARKETING RESEARCH – AUSTRALIA

Roy Morgan Customer Satisfaction Awards 2024: the best brands in banking and finance

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Apr-25

The 2024 Roy Morgan Customer Satisfaction Awards were presented in April. A total of 12 awards in the banking and finance categories were awarded – included many companies which backed up on wins a year ago. There were two first time winners, two previous winners returning to the winner’s circle, and six companies continuing their winning streaks. P&N Bank won the Bank of the Year after collecting six monthly satisfaction awards and placed highly in the overall ‘Best of the Best’ Award with an average customer satisfaction rating of 91.6% – the second highest of any banking or finance brand. Major Bank of the Year was again won by the Commonwealth Bank after winning seven monthly satisfaction awards during 2024; this was the CBA’s 12th straight win as the Major Bank of the Year. Perth-based RAC has won the Major General Insurer of the Year award, with a perfect record of 12 monthly satisfaction awards and a sixth straight win in the category. UniSuper has won the Industry Super Fund of the Year award for a third straight year, with nine monthly satisfaction awards, and the overall Super Fund of the Year for a second straight year.

CORPORATES
ROY MORGAN LIMITED, P&N BANK, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, RAC INSURANCE PTY LTD, UNISUPER LIMITED

Up There Cazaly by Mike Brady is Australia’s most iconic sporting anthem by a margin of almost 3:1 over Down Under

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Apr-25

A special Roy Morgan SMS Poll shows that ‘Up There Cazaly’ by Mike Brady was named by 28% of Australians – unprompted – as an iconic Australian sporting anthem. This compared to 11% who named ‘Down Under’ by Men At Work and 9% who named ‘Waltzing Matilda’ by Banjo Paterson. Other well-known songs mentioned as iconic Australian sporting anthems included ‘C’mon Aussie C’mon’ (8% of respondents), the national anthem ‘Advance Australia Fair’ (7%), ‘Simply The Best’ by Tina Turner (5%), ‘Holy Grail’ by Hunters and Collectors (5%) and AFL club theme songs (4%). This special Roy Morgan Snap SMS survey was conducted with an Australia-wide cross-section of 1,103 Australians aged 14+ from 24-29 January.

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 : 11-Apr-25

Roy Morgan has announced the winners of its annual Customer Satisfaction Awards for 2024. The awards recognise outstanding levels of customer satisfaction, as judged by more than 60,000 consumers via the Roy Morgan Single Source survey. The award categories cover sectors such as banking, insurance, superannuation, automotive, retail, telecommunications and utilities. Of the 38 award winners this year, 26 are repeat winners backing up from victory a year ago. The repeat winners include 15 with a perfect record of 12 monthly wins; there were also five first-time winners, and five companies returned to the winner’s circle this year after missing out a year ago. Roy Morgan CEO Michele Levine says the Annual Customer Satisfaction Awards are the gold standard in identifying those companies and brands that stay ahead of the pack by knowing what their customers want and delivering it consistently.

CORPORATES
ROY MORGAN LIMITED

Lexus wins the Roy Morgan Best of the Best Award for Customer Satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 11-Apr-25

Car maker Lexus has won the Roy Morgan ‘Best of the Best’ Customer Satisfaction Award for the third time, with a record high customer satisfaction rating of 98.2%. The win for Lexus was its third in the prestigious category after wins in 2017 and 2019. Last year’s winner Aussie Broadband and liquor store chain Dan Murphy’s have filled out the top three. The ‘Best of the Best’ award goes to the company that achieves the highest customer satisfaction of all 38 winners in the Annual Roy Morgan Customer Satisfaction Awards. Lexus won 11 monthly satisfaction awards during 2024 and won its sixth Roy Morgan Car Manufacturer of the Year Award, after previous wins in 2014-2017 and 2019.

CORPORATES
ROY MORGAN LIMITED, LEXUS AUSTRALIA, AUSSIE BROADBAND LIMITED – ASX ABB, DAN MURPHY’S

Australians’ overseas travel wanderlust continues to grow despite low levels of consumer confidence

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Original article by Roy Morgan
Market Research Update – Page: Online : 2-Apr-25

The latest Roy Morgan data shows that 23% of Australians plan to travel overseas in the next 12 months, up from 16% in October 2022 when final pandemic-era restrictions on travel were lifted. Travel intentions have bounced back since October 2022, despite low levels of consumer confidence. Australians embarked on 11.5 million overseas trips during the 2024 calendar year, rebounding to above 2019 pre-pandemic levels. Looking month-on-month, in January 2024, the number of trips were back to 2019 levels and by January 2025 trips were up 11% on January 2024. It is important to note that the growth in trips was largely driven by population growth, so on a ‘per capita basis’ overseas travel has not quite returned to pre-pandemic levels. Meanwhile, 57% of Australians are planning a domestic trip in the next 12 months (up from 52% a year ago).

CORPORATES
ROY MORGAN LIMITED

Private Health Insurance Switching: HCF, Bupa, and ahm see biggest customer growth

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

Data from Roy Morgan shows that despite rising cost-of-living pressures, most Australians are maintaining private health insurance rather than opting out, but they are switching. As of December 2024, over half of Australians aged 14+ (57.2%) hold a private health insurance policy – equivalent to approximately 12.9 million people. This represents steady growth over the past five years, rising from 52.9% in December 2020 to 57.2% in December 2024. Some 6.8% of private health insurance policies were switched to another company in the year to December 2024, while 17.9% were renewed after approaching another company. In total, close to one in four (24.6%) people looked for a better health insurance policy deal, up from 22.3% in the previous year. HCF, Bupa and ahm have been the biggest winners from customer switching in the past 12 months, benefiting from their reputation for competitive pricing. In contrast, Medibank Private saw the largest customer loss due to switching.

CORPORATES
ROY MORGAN LIMITED, THE HOSPITAL CONTRIBUTIONS FUND OF AUSTRALIA LIMITED, BUPA AUSTRALIA PTY LTD, AHM HEALTH INSURANCE, MEDIBANK PRIVATE LIMITED – ASX MPL

New trends in banking: Digital banks and Macquarie gaining ground in 2024

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-25

New data on customers’ choices in banking from Roy Morgan’s Single Source survey shows that more Australians turned to newer digital banks, and Macquarie, as their Main Financial Institution (MFI) in 2024. Some 32.8% of Australians considered Commonwealth Bank to be their MFI in 2024. ANZ holds second place at 11.6%, followed by Westpac at 11.4% and NAB at 11.2%. Together, the big four banks make up 67.0% of MFI Share, down 0.6% from 2023. ING, ranked fifth, also saw a slight decline to 4.3%. Newer digital banks like ANZ Plus, ME Bank, Ubank and Up have increased their MFI Share by 0.3% to 2.0%. Macquarie Bank saw a rise of 0.4% to 1.5%, gaining ground across all age groups. Macquarie’s growth in MFI Share coincides with its increase in mortgages and deposits share. These latest banking MFI ratings come from the Roy Morgan Single Source survey, derived from in-depth interviews with over 60,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, ANZ PLUS, ME BANK, UBANK, UP, ING BANK (AUSTRALIA) LIMITED, MACQUARIE BANK LIMITED

Roy Morgan CEO Michele Levine: Woolworths and Coles have gone from the Most Trusted to Most Distrusted in just over a year

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Jan-25

In a dramatic shift in consumer sentiment, Woolworths and Coles have recorded the highest distrust since Roy Morgan began tracking brand trust in late 2017. Woolworths now replaces Optus as the most distrusted brand in Australia, while Coles has followed closely, recording the second-highest level of distrust on record. Roy Morgan CEO Michele Levine commented that "Distrust has a far more potent impact on consumer behaviour than trust. While trust creates loyalty, distrust can drive customers into the welcoming arms of more trusted brands. The reputational fall of Woolworths and Coles is a powerful reminder of the fragility of trust in today’s environment. The pandemic placed the major supermarkets at the centre of Australian lives. But the goodwill they built during that period has been reversed by perceptions of too profit-motivated and unaffordable pricing".

CORPORATES
ROY MORGAN LIMITED, WOOLWORTHS GROUP LIMITED – ASX WOW, COLES GROUP LIMITED – ASX COL, SINGTEL OPTUS PTY LTD

Aussies to spend $2.7 billion as students head Back to School

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Original article by Roy Morgan
Market Research Update – Page: Online : 14-Jan-25

Research by the Australian Retailers Association, in partnership with Roy Morgan, reveals that 5.1 million Australians aged 18+ (24%) will spend an average of $525 each on Back to School-related merchandise in 2025. This is up from an average of $512 in 2024. BTS purchases are projected to generate around $2.7 billion in sales – this is $150 million (5.9%) higher than last year’s BTS spending, driven by population growth and inflation. Of those surveyed, 44% of Australians making BTS purchases said they would be spending more than last year, while 23% said they would spend the same and 33% said they would be spending less. The most popular purchases will be stationary (mentioned by 55% of respondents), school uniforms (53%), footwear (50%), books (40%) and lunchboxes or water bottles (27%). Women remain the main household decision maker on BTS purchases with 74% of purchases, followed by men at 14%, guardians at 6% and students themselves at 2%.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION

Aussies to spend $2.7 billion as students head Back to School

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Original article by Roy Morgan
Market Research Update – Page: Online : 14-Jan-25

Research by the Australian Retailers Association, in partnership with Roy Morgan, reveals that 5.1 million Australians aged 18+ (24%) will spend an average of $525 each on Back to School-related merchandise in 2025. This is up from an average of $512 in 2024. BTS purchases are projected to generate around $2.7 billion in sales – this is $150 million (5.9%) higher than last year’s BTS spending, driven by population growth and inflation. Of those surveyed, 44% of Australians making BTS purchases said they would be spending more than last year, while 23% said they would spend the same and 33% said they would be spending less. The most popular purchases will be stationary (mentioned by 55% of respondents), school uniforms (53%), footwear (50%), books (40%) and lunchboxes or water bottles (27%). Women remain the main household decision maker on BTS purchases with 74% of purchases, followed by men at 14%, guardians at 6% and students themselves at 2%.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION