MARKETING RESEARCH – AUSTRALIA

Big decline in usage of bank branches

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Original article by Roy Morgan
Market Research Update – Page: Online : 3-Dec-18

A Roy Morgan Single Source shows that 4.73 million Australians aged 14+ used bank branches in an average four-week period in the six months to October 2018. This compares with 6.50 million for the same period in 2014 (down 27.2%). The survey also shows that 9.18 million Australians (44.7%) used mobile banking in an average four weeks in October 2018, compared with just 5.66 million (29.3%) in October 2014. Internet banking using a website remains the most popular banking channel at 47.1%, but it has declined from 52.3% in 2014 and on current trends looks like being surpassed by mobile banking within a year or two. Phone banking is also declining and is now down to 13.6%, from 16.1% in 2014. Meanwhile, bank branches still play an important role among older customers, with 38.1% of pre-boomers and 29.8% of baby boomers using them over an average four-week period. These are the only two generations where branches are still preferred to mobile banking. The Single Source survey is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN LIMITED

Woolworths extends lead over Coles in seafood

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Original article by Roy Morgan
Market Research Update – Page: Online : 3-Dec-18

Roy Morgan’s latest Supermarket & Fresh Food Currency Report shows that Woolworths has a 27.4% share of Australia’s fresh food market, ahead of Coles (24.6%) and Aldi (9.8%). In fresh seafood, which accounts for 7 per cent of the overall fresh food sector, stand-alone shops still have the largest market share in dollar terms. However, among supermarkets Woolworths has opened up a strong lead over rival Coles during the 12 months to September 2018. Woolworths also continues to hold the largest market share in dollar terms of fresh meat, fresh deli, fresh bread and fresh fruit and vegetables, although Coles has narrowed the market share gap in all those categories in the 12 months to September. The Supermarket & Fresh Food Currency Report is compiled from data collected as part of Roy Morgan’s Single Source survey, which involves more than 50,000 in-home, face-to-face interviews each year, including more than 12,000 detailed surveys of grocery and fresh food buying behaviour.

CORPORATES
ROY MORGAN LIMITED, WOOLWORTHS GROUP LIMITED – ASX WOW, COLES GROUP LIMITED – ASX COL, ALDI STORES SUPERMARKETS PTY LTD

Discount Drug Stores takes the lead in satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 3-Dec-18

Discount Drug Stores has taken out Roy Morgan’s pharmacy customer satisfaction award for October 2018, with 91.4% of its customers reporting that they were ‘very’ or ‘fairly’ satisfied with their shopping experience in the chain’s stores. Its nearest competitor was Priceline Pharmacy, with a total satisfaction rating of 90.4%, followed by Amcal/Amcal Max with an overall satisfaction rating of 90%. Breaking down the satisfaction data by age, the group with the highest level of satisfaction with an individual pharmacy brand was the ‘pre-Baby Boomers’, 96% of whom were ‘very’ or ‘fairly’ satisfied with Soul Pattinson. Satisfaction scores use 12-month moving averages to smooth out data volatility, and are based on the Roy Morgan Single Source survey which involves more than 50,000 detailed face-to-face interviews a year with householders in their own homes, including 15,040 in the past year who rated their pharmacy experience.

CORPORATES
ROY MORGAN LIMITED, DISCOUNT DRUGSTORES PTY LTD, PRICELINE PHARMACY, AMCAL PTY LTD, AMCAL MAX, SOUL PATTINSON

Roy Morgan partners Beyond Blue & Uni WA to analyse the Mental Health & Wellbeing of Australia’s Police & Emergency Services

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Market Research Update – Page: Online : 30-Nov-18

Roy Morgan has partnered with the University of Western Australia and Australia’s leading mental health organisation Beyond Blue to interview over 21,000 Police & Emergency Services employees, volunteers and former employees regarding their mental health and wellbeing. The "Answering the Call" research explored in detail the stresses and strains impacting on those who often find themselves on the front lines in responding to traumatic and life-changing events in our community. The good news is that "Answering the Call" reports that more than half of all employees in these industries, and two-in-three volunteers, have reported high levels of resilience in dealing with experiences. Of course, there is always more that can be done and one-in-three employees report experiencing high or very high psychological distress – much higher than the one-in-eight amongst all adult Australians. For full details of the findings of the "Answering the Call" report please follow the link.

CORPORATES
ROY MORGAN LIMITED, UNIVERSITY OF WESTERN AUSTRALIA, BEYOND BLUE AUSTRALIA PTY LTD

Industry Superannuation Funds increase satisfaction lead

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Nov-18

New findings from Roy Morgan show that the level of satisfaction with the financial performance of industry superannuation funds was 61.8% in the six months to October 2018, compared with 58.2% for retail super funds. Satisfaction with industry funds has increased by 2.7% over the last year, compared to a gain of 1.3% points for retail funds. The only area where retail funds have higher satisfaction than industry funds is for balances below $5,000, where they lead marginally with 49.0% compared to 48.6%. However, this segment is of little current value as it only holds 0.1% of the total market value, despite having 10.9% of customers. These are the latest findings from Roy Morgan’s "Satisfaction with Financial Performance of Superannuation in Australia Report October 2018", 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.

CORPORATES
ROY MORGAN LIMITED

Satisfaction with banks declines further in October

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Nov-18

New results from Roy Morgan shows that customer satisfaction with Australia’s banks fell to 78.0% in the six months to October 2018, compared with 78.5% in the six months to September. Satisfaction with banks was 81.2% in the six months to January 2018, prior to the Finance Royal Commission. The decline of 3.2% since January has resulted in the lowest satisfaction with banks in seven years, although it remains above the long-term average and is much higher than the 58.7% recorded in 2001. Satisfaction with the four major banks has fallen to 75.0%, down from 79.2% in the six months to January. However, satisfaction among customers of other banks has declined by only 1% over the same period, leaving them with an overall customer satisfaction rating of 83.9%. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia October Report" is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes.

CORPORATES
ROY MORGAN LIMITED

Swimming pool ownership increases in Australia

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Nov-18

A Roy Morgan Single Source survey shows that nearly 2.7 million Australians aged 14+ now live in a house with a swimming pool. This is equivalent to 13% of the Australian population, and up from 12% the last time Roy Morgan looked at the prevalence of swimming pools around Australia in early 2015. The survey also shows that 20% of people in regional Queensland live in a house with a swimming pool, ahead of people in Perth (19%), Brisbane (18%) and Sydney (15%). However, only 9% of residents of Melbourne and Adelaide have a swimming pool; in Hobart, only 4% of residents have a swimming pool, unchanged on four years ago. Analysis using the Helix Personas consumer segmentation and data integration tool shows that the Leading Lifestyles (21%) and Hearth and Home (17%) communities are most likely to own a swimming pool. Least likely to own a swimming pool are those in the Metrotechs (7%) and Doing Fine (7%) communities.

CORPORATES
ROY MORGAN LIMITED

Competition heats up in vehicle servicing as national fleet becomes more reliable

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Original article by Roy Morgan
Market Research Update – Page: Online : 23-Nov-18

The proportion of Australian drivers requiring their main vehicle to be serviced or repaired three or more times a year has declined from 30.5% to just 18.4% in the past 11 years, according to Roy Morgan’s latest vehicle servicing survey data. As vehicles become more reliable, the percentage of drivers requiring two or fewer services or repairs a year has correspondingly increased from 69.5% to 81.6% over the same period. Motorists continue to show a preference for dealer-run service centres when their vehicle is new or near-new, with a tendency to shift to local garage service centres as the vehicle ages. This transition is most pronounced at the five-year mark, when many factory warranties or lease-hold agreements expire. The latest auto servicing data is collected as part of Roy Morgan’s Single Source survey, via in-depth, personal interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including 12,295 who rated their satisfaction level with various kinds of service centres.

CORPORATES
ROY MORGAN LIMITED

ALDI still most-trusted brand, but others lose ground

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Nov-18

The latest Roy Morgan Net Trust Score Survey, which was conducted in October 2018, shows that Aldi continues to be Australia’s most trusted brand. Bunnings, Qantas and the ABC have also held their positions in the top 10 list of brands with positive net trust scores. However, there have been big moves in the rankings since the July survey. Car insurance group NRMA has fallen from 5th to 7th place, Bendigo Bank has fallen from 7th to 9th place, and Samsung, Myer, RACQ and IGA have fallen out of the top 10 altogether. Kmart, ING, Toyota and Target all saw their Net Trust Scores improve enough to secure a place in the top 10. While trust is essential in the era of fake news, distrust is the real risk to a sustainable future for companies operating in Australia. Brands with large distrust scores include the big four banks, AMP, Telstra, AGL and Coles. Roy Morgan CEO Michele Levine says the key message of the Roy Morgan Net Trust Score survey is that growing distrust can be a disaster, leading to customer churn, loss of market share and in some cases a long slide into oblivion. Understanding what drives trust with customers – and just as importantly with potential customers – is essential to brands wishing to improve their Net Trust Score.

CORPORATES
ROY MORGAN LIMITED, ALDI STORES SUPERMARKETS PTY LTD, BUNNINGS GROUP LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN, AUSTRALIAN BROADCASTING CORPORATION, NRMA LIMITED, BENDIGO BANK, SAMSUNG ELECTRONICS AUSTRALIA PTY LTD, MYER HOLDINGS LIMITED – ASX MYR, THE ROYAL AUTOMOBILE CLUB OF QUEENSLAND LIMITED, IGA, KMART AUSTRALIA LIMITED, ING AUSTRALIA HOLDINGS LIMITED, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED, TARGET AUSTRALIA PTY LTD, AMP LIMITED – ASX AMP, TELSTRA CORPORATION LIMITED – ASX TLS, COLES SUPERMARKETS AUSTRALIA PTY LTD, AGL ENERGY LIMITED – ASX AGL

2018 Christmas retails sales to grow 2.9% to $51.5 billion

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

Roy Morgan’s annual Christmas retail sales forecasts indicate that Australians will spend nearly $51.5bn across retail stores during the 46-day Christmas trading period from November 9-December 24. This is 2.9% than the $50bn of retail expenditure during the 2017 Christmas trading period. Growth in retail expenditure is predicted across all six categories measured, with spending on Food expected to grow the fastest (3.7%) from a year ago to nearly $21 billion. Also expected to enjoy strong growth are Hospitality businesses (up 3.2% to over $7.3bn) and Apparel & Household Goods (up 3.1% to $4bn). The Christmas retail sales forecasts are conducted in conjunction with the Australian Retailers Association.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION