MARKETING RESEARCH – AUSTRALIA

Fasta Pasta retains top spot for customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 10-Dec-18

Fasta Pasta has held off strong competition from the Grill’d burger chain in October to win its fourth monthly Roy Morgan Customer Satisfaction Award in a row. The quick-serve Italian food chain, which operates mainly in South Australia and Queensland, had a 95% total satisfaction rating – the proportion of customers who were ‘very’ or ‘fairly’ satisfied with their store experience. The Satisfaction Awards are based on data collected as part of Roy Morgan’s Single Source Survey, which involves in-home, face-to-face interviews with more than 50,000 respondents per year, including more than 8,000 answering detailed questions on their experience of quick-service restaurants.

CORPORATES
ROY MORGAN LIMITED, FASTA PASTA FAMILY RESTAURANTS PTY LTD, GRILL’D PTY LTD

Mortgage customer satisfaction highest when obtained directly from bank branch

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Original article by Roy Morgan
Market Research Update – Page: Online : 7-Dec-18

New research from Roy Morgan shows that Australian home loan customers who obtained their loan in person at a bank branch had a satisfaction rating of 78.7% in the six months to October 2018, compared to 74.2% for customers who used a mortgage broker. Other channels also had lower satisfaction, including mobile bankers (75.3%) and telephone (77.7%). It is important to note that even among more recent home loans (held for under six years), satisfaction with going into a branch to obtain the loan was 80.9% compared to 76.1% for mortgage brokers. The satisfaction of mortgage broker customers of the big four banks is well below the rating given by those that have obtained their loan in person at a branch. The biggest gap in satisfaction is among ANZ mortgage customers, where those using a broker have only 63.4% satisfaction, compared to 76.2% for those who used a branch directly. Of the major home loan banks, Bendigo Bank is clearly the satisfaction leader when dealing in person at a branch with 91.2%. Satisfaction with home loan customers using mortgage brokers is highest for St George (86.9%). Roy Morgan’s Single Source survey is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 12,000 mortgage holders.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, BENDIGO BANK, ST GEORGE BANK LIMITED

1.3 million Australians considering opening new bank accounts in next 6 months

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Original article by Roy Morgan
Market Research Update – Page: Online : 4-Dec-18

A Roy Morgan Single Source survey, which was undertaken in the 12 months to October 2018, shows that 1.3 million Australians aged 14+ (6.4%) are considering opening a new bank account in the next six months. This compares with 1.31 million in the year to October 2017. Some 341,000 Australians (26.3%) who are considering opening a new account in the next six months say that they are likely to do so with the CBA. The ANZ is in second place with 188,000 (14.5%), followed by Westpac (152,000) and NAB (125,000). Among the banks outside of the big four, ING is the best performer with 86,000, followed by Bendigo Bank with 66,000. The Single Source survey is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 2,500 with people who are considering opening a new bank account.

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, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK

Melbourne leading holiday destination ahead of Sydney

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

A Roy Morgan Single Source survey has found that over 12 million Australians aged 14+ (59%) intend to visit a domestic holiday destination and stay at least one night on their next trip. Melbourne is again the leading holiday destination, with over 1.5 million Australians intending to stay for at least one night in the Victorian capital on their next trip. It is followed by Sydney (880,000) and Brisbane (over 570,000). Other popular domestic holiday destinations include the Great Ocean Road (522,000), the North Coast of New South Wales (521,000) and the Hunter Valley, Newcastle, Lake Macquarie and Gloucester region (437,000). Analysis using Roy Morgan’s Helix Personas consumer segmentation and data integration tool shows that Aspirationals are more likely to choose Melbourne as a domestic holiday destination than other Helix Personas Communities whereas Australians in the Hearth & Home Community are more likely than other communities to choose Sydney, Brisbane and Perth.

CORPORATES
ROY MORGAN LIMITED

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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Original article by
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