MARKETING RESEARCH – AUSTRALIA

Roy Morgan Customer Satisfaction Awards 2018: Australia’s most service-oriented retailers announced

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

The winners of the 14 retail categories in the Roy Morgan 2018 Customer Satisfaction Awards include a mix of first-timers and veterans. Kmart (Discount Department Store of the Year), Discount Drug Stores (Chemist/Pharmacy of the Year) and Ikea (Furniture/Electrical Store of the Year) are among the first-time winners. Among the repeat champions were Foodland (Supermarket of the Year), Myer (Department Store of the Year), Bunnings (Hardware Store of the Year), Rebel (Sports Store of the Year) and The Reject Shop (Discount Variety Store of the Year for the seventh year running).

CORPORATES
ROY MORGAN LIMITED, KMART AUSTRALIA LIMITED, DISCOUNT DRUGSTORES PTY LTD, IKEA TRADING PTY LTD, FOODLAND AUSTRALIA LIMITED, MYER HOLDINGS LIMITED – ASX MYR, BUNNINGS GROUP LIMITED, REBEL SPORT LIMITED, THE REJECT SHOP LIMITED – ASX TRS

Mobile banking highest customer satisfaction

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

Mobile banking is the most rapidly growing banking channel, and this is supported by the fact that it has the highest customer satisfaction. In January 2019, satisfaction with mobile banking users was 89.3% and higher than internet banking (87.7%), branches (85.2%), personal banker/advisor (81.2%) and phone banking (77.2%). Mobile banking is now used by 44.7% of Australians in an average four-week period, compared to only 22.9% who use branches. All four of the major banks’ customers have higher satisfaction with their mobile banking compared to those using branches. Internet banking users also have higher satisfaction than those using branches, but on average remain a little below that of mobile bankers. These are some of the latest findings from Roy Morgan’s ‘Service Satisfaction Report-Consumer Banking Market January 2019’. This report is based on data collected from Roy Morgan’s Single Source survey, which involves in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN LIMITED

Industry Superannuation Funds increase lead in satisfaction with performance

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Feb-19

New research by Roy Morgan shows that members’ satisfaction with the financial performance of industry superannuation funds was 62.1% in the six months to January 2019, compared with 57.3% for retail super funds. Satisfaction with retail funds was 1.6% below that of industry funds in 2018, and this gap has now increased to 4.8%. Eight of the top 10 performing super funds, based on satisfaction with their financial performance, were industry funds in January 2019. The highest rating was for Catholic Super (72.1%), followed by Unisuper (70.8%). The only two retail funds to make it to the top 10 were Macquarie (65.9%) and Colonial First State (60.4%). These results are from the newly released Roy Morgan ‘Satisfaction with Financial Performance of Superannuation in Australia January 2019’ report. The data in this latest report represents some of the findings from Roy Morgan’s Single Source survey, which is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 30,000 with superannuation. Results presented here are based on interviews conducted in the six months to January 2019.

CORPORATES
ROY MORGAN LIMITED, CATHOLIC SUPER, UNISUPER LIMITED, MACQUARIE SUPERANNUATION, COLONIAL FIRST STATE SUPER

Slowdown in giving to charity a major issue

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-19

A Roy Morgan Single Source has found that 60% of Australians aged +14 donated to charity in the year to December 2018, compared with 61.8% in 2017 and 66% in 2014. In addition, the average amount donated is now $486, up only marginally from $460 in 2014 and representing a decline in real terms after allowing for inflation. The survey also shows that 70.1% of Australians aged 50-64 give to charity, ahead of those aged 35-49 (68.9%) and the 65+ age group (68.3%). These age groups are well ahead of all segments under the age of 35. The Single Source survey is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians in their homes, including over 9,000 who have donated to charity over the last 12 months.

CORPORATES
ROY MORGAN LIMITED

Cosmetics and skincare products increasingly bought online

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-19

A Roy Morgan Single Source survey has found that over 5.3 million Australian women purchased cosmetics in an average six months in the year to December 2018, compared with less than 4.8 million in 2014. The survey also shows that 42% of women who purchase cosmetics in an average six months buy from Chemists/ Pharmacies, whether in-store or online, compared with 33% four years ago. Meanwhile, 26% of women who purchase cosmetics buy any health and beauty products online in an average three months, up from 18% four years ago (including 16% who now buy cosmetics online).

CORPORATES
ROY MORGAN LIMITED

The 2018 8th Annual Roy Morgan Customer Satisfaction Awards: Banking and Finance Winners

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Feb-19

Australia’s most satisfying banks, insurers and superannuation funds have been announced at the 8th Annual Roy Morgan Customer Satisfaction Awards. In a very difficult year for banking with the Royal Commission, declining trust, combined with disrupters, it is a major achievement to be rated the number one bank for customer satisfaction. The winner in a very crowded field has to be a strong performer, and this honour goes to Heritage Bank. For the sixth year running, the Commonwealth Bank has claimed the annual award for Major Bank of the Year, driven in particular by strength in mobile and internet banking satisfaction. People’s Choice Credit Union is again the winner in the category of Building Societies and Credit Unions, while RACT has won the General Insurer award for the fourth year in a row, with a clean sweep of the 12 monthly titles. Meanwhile, not-for-profit health fund St Luke’s Health has again won the Private Health Insurer award, while Macquarie and Catholic Super are retail and industry super fund of the year respectively.

CORPORATES
ROY MORGAN LIMITED, HERITAGE BANK LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, PEOPLE’S CHOICE CREDIT UNION, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, MACQUARIE SUPERANNUATION, CATHOLIC SUPER

Isuzu UTE wins Best of the Best award for 2018

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Feb-19

Commercial vehicle manufacturer Isuzu UTE has been named as the winner of the Roy Morgan Customer Satisfaction Award – ‘Best of the Best’ – taking the mantle from fellow car manufacturer Lexus. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 32 winners at the 2018 Annual Roy Morgan Customer Satisfaction Awards. Isuzu UTE ended the year with six straight victories in the demanding Car Manufacturer of the year category. Other car manufacturers to perform exceptionally well in 2018 included Skoda and Suzuki, which both managed multiple monthly victories. Isuzu UTE averaged customer satisfaction of 96.1% in 2018 to improve on Lexus’s average of 95.8% a year ago and finishing in front of two-time runner-up and Supermarket of the Year Foodland on 93.5%. Other category winners to perform strongly included Liquor Store of the year Dan Murphy’s on 93.3%, Bank of the Year Heritage Bank on 92.9% and General Insurer of the Year RACT on 92.3%.

CORPORATES
ROY MORGAN LIMITED, ISUZU UTE AUSTRALIA PTY LTD, SKODA AUTOMOBILOVA AS, SUZUKI AUSTRALIA PTY LTD, LEXUS AUSTRALIA, FOODLAND AUSTRALIA LIMITED, DAN MURPHY’S, HERITAGE BANK LIMITED, RACT INSURANCE PTY LTD

Roy Morgan announces winners of the 2018 Customer Satisfaction Awards

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Feb-19

Roy Morgan has announced the winners of its eighth annual Customer Satisfaction Awards for Australia. The awards recognise outstanding levels of customer satisfaction, as judged by more than 50,000 consumers via the Roy Morgan Single Source survey. The award categories cover sectors such as banking, insurance, superannuation, automotive, travel and hospitality, retail, telecommunications and utilities. Roy Morgan CEO Michele Levine says the Roy Morgan Customer Satisfaction Awards continue to be the benchmark by which customer satisfaction is measured, and the 32 businesses honoured in the 2018 awards share one crucial characteristic: their unrivalled dedication to ensuring their customers are satisfied, and their success as rated by their customers.

CORPORATES
ROY MORGAN LIMITED, HERITAGE BANK LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, PEOPLE’S CHOICE CREDIT UNION, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, INSURANCELINE HOLDINGS PTY LTD, MACQUARIE SUPERANNUATION, CATHOLIC SUPER, AUTOBARN PTY LTD, DONUT KING, ROCKMANS STORES LIMITED, MYER HOLDINGS LIMITED – ASX MYR, KMART AUSTRALIA LIMITED, THE REJECT SHOP LIMITED – ASX TRS, IKEA TRADING PTY LTD, BUNNINGS GROUP LIMITED, DISCOUNT DRUGSTORES PTY LTD, FASTA PASTA FAMILY RESTAURANTS PTY LTD, DAN MURPHY’S, WILLIAMS THE SHOEMEN, REBEL SPORT LIMITED, FOODLAND AUSTRALIA LIMITED, OPTUS TELEVISION, IINET LIMITED, APPLE INCORPORATED, VIRGIN MOBILE (AUSTRALIA) PTY LTD, QANTAS AIRWAYS LIMITED – ASX QAN, SINGAPORE AIRLINES LIMITED, RED ENERGY PTY LTD, KLEENHEAT GAS PTY LTD, ISUZU UTE AUSTRALIA PTY LTD

Chinese cuisine most popular, but Aussies still love McDonald’s

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Original article by Roy Morgan
Market Research Update – Page: Online : 18-Feb-19

A Roy Morgan Single Source survey shows that more than 14.2 million Australians aged 14+ like to eat Chinese cuisine, up from 13.5 million four years ago. This is followed by Italian, Thai, Indian, Mexican, Japanese, Greek, Middle Eastern, Lebanese and French cuisine. The growth in preference for Chinese cuisine has kept pace with population growth, while all other top 10 leading cuisines are today liked by a greater proportion of Australians than they were four years ago. The biggest improvers over the last four years are led by Japanese cuisine, which more than 8.5 million Australians (42%) now like to eat, up from 6.9 million (36%) four years ago. Meanwhile, 58% of Australians (11.9 million) report visiting a quick service restaurant in an average four weeks, up from 57% (10.9 million) four years ago. The two most popular quick service restaurants are McDonald’s which is visited by over 6.4 million Australians (32%) in an average four-week period, and KFC now visited by nearly 4.7 million Australians (23%) in an average four weeks. The Single Source survey is based on in-depth personal interviews conducted with over 50,000 Australians each year in their own homes.

CORPORATES
ROY MORGAN LIMITED, McDONALD’S AUSTRALIA LIMITED, KFC

Roy Morgan predicts Christmas sales within 0.1% – again

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Original article by Roy Morgan
Market Research Update – Page: Online : 18-Feb-19

Roy Morgan’s 2018 retail sales forecast, undertaken in conjunction with the Australian Retailers Association (ARA), predicted total retail sales growth of 2.9% to $51.479 billion for the most important retailing period of the year from 9 November to Christmas Eve. This is just 0.1% higher than the 2.8% growth achieved. The accuracy for 2018 matches the accuracy of a year ago, when Roy Morgan’s pre-Christmas sales forecasts were also within 0.1% of the actual retail sales for the period. There was growth across five of the six categories measured in the pre-Christmas period in 2018, with spending on Food growing the fastest, up 4% to $20.979 billion. Also growing impressively was the Clothing, Footwear & Accessories category, which grew 3.8% to $4.056 billion, while Other Retailing grew by 3.5% to $7.375 billion. All three of these categories grew at a slightly greater rate than Roy Morgan’s pre-Christmas forecasts. The Roy Morgan-ARA Christmas sales forecasts are based on data taken from the ABS Retail Trade Catalogue 8501.0. Note that online sales through Australian retail stores are included in the retail figures. Sales forecasts are determined by historical retail trade data from the ABS, Roy Morgan’s Consumer Confidence and unemployment data, and various other data relating to macro-economic conditions.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION, AUSTRALIAN BUREAU OF STATISTICS