MARKETING RESEARCH – AUSTRALIA

Roy Morgan releases 2018 pre-tax profit of $1.8 million (EBITDA $3.2m)

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Original article by Michele Levine, CEO, Roy Morgan Research
Market Research Update – Page: Online : 19-Oct-18

Financial Year 2018 for Roy Morgan was one of transformation and new opportunities for Roy Morgan’s staff, clients and partners. The full year pre-tax profit of $1.8m (EDITDA $3.2m) was below the previous pre-tax profit of $5.1m (EBITDA $6.1m), reflecting the ongoing world-wide structural changes in the information and market research industry. The above results include Roy Morgan’s small profits in the UK & USA, and small losses in New Zealand & Indonesia. In Indonesia Roy Morgan invested in new products including "Helix Personas for Indonesia" which should grow revenue streams in the coming years. Roy Morgan is well placed for the Financial Year 2019 with a first Quarter unaudited pre-tax profit of $988,000 (EBITDA $1.45m). Roy Morgan’s latest pre-tax profits are after continued investment in the critical R&D and innovation that is the future. In the year ahead Roy Morgan will continue to focus on providing accurate information to those people in businesses, companies or institutions who believe this is essential for a democracy to survive. Click here to view the full report

CORPORATES
ROY MORGAN LIMITED

Satisfaction with banks declines during Finance Royal Commission – Big four hit hardest

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

New results from Roy Morgan shows that bank customer satisfaction has declined from 81.2% in the six months to January 2018, prior to the Finance Royal Commission, to 78.5% in the six months to September 2018. This decline of 2.7% points was mainly due to a drop in satisfaction of 3.6% points (to 75.6%) for the big four banks, compared to an overall decline of only 0.7% points for all other banks (to 84.2%). Among the 10 largest consumer banks, Bendigo Bank has the highest satisfaction with 88.8%, followed by ING (88.0%) and Bank of Queensland (87.2%). The best of the big four is the CBA on 77.1%, followed by NAB (75.3%). The most positive movers in satisfaction ratings since the Royal Commission are ING (up 2.8%) and Bank of Queensland (up 1.4%). All of the big four banks have shown declines in satisfaction over the period, with Westpac showing the greatest decline, down by 5.0% to 72.9%. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia September Report" is based on in-depth interviews conducted face-to-face with over 50,000 consumers per annum in their homes, including over 4,000 bank customers per month.

CORPORATES
ROY MORGAN LIMITED, BENDIGO BANK, ING BANK (AUSTRALIA) LIMITED, BANK OF QUEENSLAND LIMITED – ASX BOQ, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ

CBA on mission to discover if households are satisfied

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Original article by William McInnes
The Australian Financial Review – Page: 33 : 16-Oct-18

The Commonwealth Bank of Australia has developed a Household Satisfaction Index containing 11 components, including work-life balance, civic engagement and education. CBA chief economist Michael Blythe says the Index is something that the bank has been thinking about for a while. He says that while other "satisfaction" surveys are based on what people feel, the CBA’s is based on hard data. Its measurement began in September 2015 and Blythe says it showed an increase in household satisfaction until around mid-2016, and that it has since tracked sideways.

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

TV main source of news – and most trusted

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Original article by Roy Morgan
Market Research Update – Page: Online : 15-Oct-18

A Roy Morgan Single Source survey has found that over 13 million Australians (65.6%) now say TV is a main source of news. This includes over 12.6 million (62.3%) who specifically nominate free-to-air TV. The internet is used as a main source of news by 11.7 million Australians (57.8%); social media is the leading source of online news, used by 7.5 million (36.7%). Printed newspapers are used by 6.3 million (31.1%) while 5.5 million (27.3%) mainly get their news via newspaper or other news websites or apps. Radio is nominated by 9.2 million Australians (45.5%) as a main news source. Meanwhile, TV is regarded as the most trusted source of news by nearly 7.5 million Australians (36.7%), followed by radio (15.9%), news and newspaper websites/apps (12.3%) and print newspapers (11.2%). Only 4.3% consider social media to be their most trusted source of news. This is in line with Roy Morgan’s research of "Trust" and "Distrust", which showed that social media is the least trusted media.

CORPORATES
ROY MORGAN LIMITED

386,000 mortgage holders have no real equity in their homes

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Original article by Roy Morgan
Market Research Update – Page: Online : 15-Oct-18

New research from Roy Morgan shows that 8.9% (386,000) of mortgage holders in Australia have little or no real equity in their home, an increase from 8.0% twelve months ago. This is based on the fact that the value of their home is only equal to or less than the amount they still owe, placing them at considerable risk if they have to sell while prices are trending down. Western Australia is the state at the highest risk, with 16.5% (90,000) of mortgage customers having no real equity in their home, an increase of 2.5% in the last year. New South Wales has the lowest proportion of mortgage holders with little or no equity in their home, at only 6.1% (82,000). These are the latest findings from Roy Morgan’s Single Source Survey, which is based on over 50,000 Australians per annum in their own homes, including more than 10,000 with owner- occupied mortgage holders.

CORPORATES
ROY MORGAN LIMITED

Australian Digital Inclusion Index above 60 for first time

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Original article by Roy Morgan
Market Research Update – Page: Online : 15-Oct-18

The 2018 Australian Digital Inclusion Index, which is powered by Roy Morgan Research’s Single Source, shows that progress on improving Digital Inclusion is being made across all three measures of Access, Digital Ability and Affordability. However, there are significant demographic groups which still require more targeted investment and development to bridge the gaps on access and digital ability in particular. Nationally, Australia scored 73.4 on Access in the 12 months to March 2018, up from 70.8 a year ago and up nearly 10 points since 2014. The Affordability score of 57.6 represents an increase of 2.1 points from a year ago, while the Digital Ability score of 49.5 has increased by 7.3 points since 2014. The increase in Digital Ability reflect steady improvements in the three core components of Digital Ability (Attitudes, Basic Skills and Activities). All three components have increased in every year since 2014.

CORPORATES
ROY MORGAN LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS, RMIT UNIVERSITY, SWINBURNE UNIVERSITY OF TECHNOLOGY. CENTRE FOR SOCIAL IMPACT

Virgin Mobile goes out on top with second monthly award in 2018

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-Oct-18

Virgin Mobile has won the Roy Morgan Mobile Phone Service Provider Monthly Customer Satisfaction Award for August, with a customer satisfaction rating of 88%. Virgin Mobile jumped ahead of ALDImobile on 84% to claim its second award for the year. Virgin Mobile and ALDImobile have increased their customer satisfaction by 12% and 14% respectively over the last 12 months. Both Virgin Mobile and ALDImobile have achieved multiple victories in the Mobile Phone Service Provider category in 2018 and are the leading contenders to take out the annual award. Virgin Mobile is not itself a network provider but rather a Mobile Virtual Network Operator which utilises the underlying Optus mobile network to provide its service. When it comes to the underlying mobile networks, the Optus network with an overall customer satisfaction rating of 78% is narrowly ahead of both the Vodafone network on 77% and the Telstra network on 75%.

CORPORATES
ROY MORGAN LIMITED, VIRGIN MOBILE (AUSTRALIA) PTY LTD, ALDIMOBILE, SINGTEL OPTUS PTY LTD, VODAFONE AUSTRALIA LIMITED, TELSTRA CORPORATION LIMITED – ASX TLS

CBA the most popular bank with wealthiest 10% of Australians

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-Oct-18

New research from Roy Morgan shows that the CBA is the clear leader when it comes to banks used by the wealthiest 10% (top decile) of the population, with more than a third (36.7%) being customers. This segment is particularly significant as identified in the "Roy Morgan Wealth Report", which shows that the top decile accounts for 48.3% of Australian households’ net wealth. The big four dominate when it comes to the banks used by the wealthiest 10% of Australians. Individuals in this important segment generally deal with more than one bank, but the banks with the highest penetration are CBA (36.7%), Westpac (25.7%), ANZ (23.7%) and NAB (22.5%). A number of smaller banks have much higher customer penetration in this segment compared to what they have in the total population, including St George (11.3%), ING (7.6%), Macquarie (4.9%) and Citibank (3.9%). These are the latest results from Roy Morgan’s Single Source survey, which is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 5,000 of the wealthiest 10%.

CORPORATES
ROY MORGAN LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, ST GEORGE BANK LIMITED, ING BANK (AUSTRALIA) LIMITED, MACQUARIE GROUP LIMITED – ASX MQG, CITIBANK LIMITED

Bank cross-selling less successful than widely believed

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-Oct-18

Australian banks’ over-reliance on cross-selling to boost revenue may have been over-stated, according to the latest "share of wallet" data published in the Roy Morgan Banking & Finance Industry Currency Report. The report found that most major banks’ "share of customer wallet" has declined over the past four years, with National Australia Bank Group slipping 3.7 percentage points to 29.5%, CBA losing 2.6 percentage points to sit at 31%, ANZ Group sliding 1.1 percentage points to 27.7% and Westpac down 0.9 percentage points to 28.3%. While there is no doubt the Royal Commission has exposed serious problems in the selling practices of banks, the share of wallet trend highlights increased competition across a number of product categories. The Banking and Finance Industry Currency Report is compiled using data from more than 250,000 in-depth face-to-face, in-home interviews.

CORPORATES
ROY MORGAN LIMITED, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ, WESTPAC BANKING CORPORATION – ASX WBC

Roy Morgan CEO Michele Levine talks to new Business Channel Your Money

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Original article by Roy Morgan
Market Research Update – Page: Online : 2-Oct-18

Michele Levine, the CEO of researcher Roy Morgan, speaks to Your Money presenter Adam Creighton. She talks about issues such as Roy Morgan’s inaugural Wealth Report, including the increase in wealth in Australia over the last decade, as well as leading economic indicators such as ANZ-Roy Morgan Consumer Confidence and Inflation Expectations. Levine also notes that research by Roy Morgan shows that Australians’ satisfaction with the nation’s banks has fallen slightly in the wake of the Finance Royal Commission; there has also been a rise in the level of distrust regarding both banks and a broader range of organisations, including health insurers and the media.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIA. ROYAL COMMISSION INTO MISCONDUCT IN THE BANKING, SUPERANNUATION AND FINANCIAL SERVICES INDUSTRY