MARKETING RESEARCH – AUSTRALIA

Satisfaction with banks declines during Finance Royal Commission but remains positive

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

New research 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 78.9% in the six months to August 2018, which is unchanged from July. The decline of 2.3% points since January has resulted in the lowest satisfaction rating since June 2012, but it remains above the long-term average of 74.2%. Meanwhile, the level of dissatisfaction with banks is low and has increased only marginally from 4.9% in January to 5.7%. The combination of the 15.4% of bank customers who are indifferent to their relationship with their bank (i.e. neither satisfied or dissatisfied) and those who are dissatisfied (5.7%), means that more than one in five (21.1%) bank customers pose a potential threat to customer retention, up from 18.9% in January 2018 but well below the 2001 level of 40.1%. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia August 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

Digital inclusion improving across Australia, but digital divide continues to widen

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

The release of the third Australian Digital Inclusion Index (ADII) shows that, with the exception of the Northern Territory, digital inclusion is improving in all states and territories, with Australians also spending more time online than ever before. The Index has been developed and produced by researchers at RMIT University’s Digital Ethnography Research Centre and the Centre for Social Impact at Swinburne University of Technology, in partnership with Telstra and Roy Morgan, and measures digital inclusion by analysing three factors; access, affordability and digital ability. The ADII is based on data from more than 16,000 Australians captured in the annual cycle of the Roy Morgan Single Source survey.

CORPORATES
ROY MORGAN LIMITED, RMIT UNIVERSITY, SWINBURNE UNIVERSITY OF TECHNOLOGY, TELSTRA CORPORATION LIMITED – ASX TLS

Google wins Mobile Phone Handset of the month for first time

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

Google has won the Roy Morgan Mobile Phone Handset Customer Satisfaction Monthly Award for August 2018. With its Google phones, such as Pixel and Nexus, Google achieved a customer satisfaction rating of 94%, just ahead of long-time favourite Apple iPhone on 92%. The victory for Google is its first in the mobile handset category after launching the Google Pixel in 2013 and the Google Nexus in 2010. Google increased customer satisfaction for its phones by an impressive 6% over the last year; customer satisfaction for Apple iPhone was virtually unchanged (down 1%) and is now level with the other big improver over the past year, Motorola (up 8% to 92%). Meanwhile, analysis shows that Millennials are the most likely generation to have a Google phone. Over 40% of Google phones in Australia are owned by Millennials.

CORPORATES
ROY MORGAN LIMITED, GOOGLE INCORPORATED, APPLE INCORPORATED, MOTOROLA INCORPORATED, SAMSUNG ELECTRONICS COMPANY LIMITED

Satisfaction with Industry Superannuation Funds lead Retail Funds at top end

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

New results from Roy Morgan shows that in the six months to August 2018, satisfaction with the financial performance of industry superannuation funds was 71.5% for all balances over $100,000. This compares with a satisfaction rating of 63.0% for retail funds with balances of at least $100,000. Over the last 12 months, industry funds had an overall gain in satisfaction of 3.9% points, ahead of the 0.9% point improvement for retail funds. The biggest improvement for industry funds was in the $700,000+ segment, where satisfaction improved by 6.4% points. Retail funds only showed improved satisfaction for balances below $250,000 and declining satisfaction for higher balances, where 64.5% of the superannuation funds are held. These are the latest findings from Roy Morgan’s "Satisfaction with Financial Performance of Superannuation in Australia Report", 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

The next generation of Helix Personas has arrived!

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Original article by Roy Morgan
Market Research Update – Page: Online : 28-Sep-18

Roy Morgan has launched the next generation of its world-class psychographic customer segmentation and data integration tool, Helix Personas, offering clients the most powerful way yet to boost their marketing return-on-investment. The next generation of Helix Personas reveals the story of every Australian at an intimate, granular level and divides Australians into 54 unique mindsets, or "Personas", grouped into six communities. Based on thousands of psychographic and behavioural data points, Helix Personas is the world’s only psychographic segmentation and data integration platform that provides the building blocks capable of binding disparate data sets together – helping clients unlock why people buy and what they will buy next. Psychographics are important as they explain "why" a consumer buys whereas demographics explain "who" the consumer is.

CORPORATES
ROY MORGAN LIMITED

Entertainment & Sports Sponsorship Gains World-First Audience Technology

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Original article by Roy Morgan
Market Research Update – Page: Online : 25-Sep-18

TEG Analytics and Roy Morgan have announced the launch of Genome Audience Planner, a next-generation sponsorship planning and optimisation platform that provides the fastest and simplest way for advertisers to identify, reach and measure new sponsorship opportunities across the live sport and entertainment sector. The Australian media rights and sponsorship sector is worth more than $4bn. However, as an increasingly significant marketing and media channel, event sponsorship lags behind the audience science of other media. Genome Audience Planner brings together TEG’s extensive audience and live ticketing data of more than 14 million Australians with Roy Morgan Single Source, Australia’s largest and most comprehensive consumer data set for media and channel planning to profile the brand preferences and consumer choices of live audiences across the arts, entertainment and live sports sectors. For the first time the live entertainment sector can now be defined as a measurable "media channel" consistent with other media like television, digital or outdoor, enabling live entertainment to play a role inside a broader advertising strategy. Advertisers will be able to optimise sponsorship budgets across paid, owned and earned media, identify gaps and deepen consumer engagement and shape customer experiences.

CORPORATES
ROY MORGAN LIMITED, TEG ANALYTICS, TEG PTY LTD

Wealth inequality in Australia is getting worse

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Sep-18

The first edition of the Roy Morgan Wealth Report shows that net wealth has grown strongly in Australia, but the biggest gains have been among the wealthiest 10% of Australians. They had an average per capita wealth of over $2 million and held 48.3% of net wealth in 2017, compared to 46.8% in 2007. Meanwhile, the poorest 50% of Australians have seen their total share of net wealth fall from 3.9% to 3.7% over the last decade. The report also shows that growing personal wealth is highly correlated to income level, with those earning over $130,000 having an average net wealth of $1.2 million, which is nearly five times those earning less than $15,000 ($248,000). The report is based on over half a million in depth face-to-face interviews conducted over the decade from 2007 to 2017 across Australia.

CORPORATES
ROY MORGAN LIMITED

Australian wealth growing faster than debt

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Sep-18

The first Roy Morgan Wealth Report shows that the value of assets held by Australians continues to grow faster than debts, resulting in average per capita net wealth being 30.5% higher in 2017 than it was in 2007 in inflation-adjusted terms. The report shows that average personal assets are now worth 7.9 times average debts, compared with 7.2 times debts in 2007, while 51.9% of Australia’s personal wealth is held in the form of housing, down from 52.4% in 2007. Superannuation assets now make up a slightly higher portion of personal wealth, rising from 19.6% to 21.8% since 2007. The report is drawn from over half a million in depth face-to-face interviews conducted over the last decade.

CORPORATES
ROY MORGAN LIMITED

Wonder Woman top superhero for Young Australians

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Sep-18

New research from Roy Morgan shows that an estimated 368,000 Australians aged 6-13 years old picked Wonder Woman as their favourite superhero in the year to June 2018, while 303,000 named former leader Batman. Wonder Woman’s popularity as a superhero has more than doubled over the past two years (up by 192,000 to 368,000) following the release of the highly successful Wonder Woman film in 2017. In contrast, DC Comics stablemate Batman fell in popularity over the last two years, down 80,000 to 303,000. Overall, DC Comics characters filled four of the top five superhero spots in the latest Roy Morgan Young Australian Survey, with Superman in fourth on 118,000 and The Flash in fifth on 90,000. The top-rating superhero for rival Marvel comics was Spiderman, picked by 170,000 kids and up an impressive 36,000 from two years ago. Three other Marvel comics superheroes made the top eight favourite superheroes in 2018, including The Incredible Hulk (76,000), Iron Man (73,000) and Captain America (61,000).

CORPORATES
ROY MORGAN LIMITED, DC COMICS, MARVEL ENTERTAINMENT GROUP INCORPORATED

Fintechs outpacing banks in digital payments

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Sep-18

The Roy Morgan Digital Payment Solutions Currency Report shows that 6.5% of Australians aged 14+ now use non-bank contactless/cardless mobile payment system, while 6.4% use bank-owned digital payment solutions. The report also shows that 93.6% of Australians are aware of at least one digital payment solution, and 72.4% have used at least one digital payment solution in the last 12 months. Some 57.3% of Australians are aware of "tap and go" payment systems, 39.6% are aware of bank-owned mobile payment systems, 46.4% are aware of non-bank tap-and-go systems and 35.2% are aware of "buy-now-pay-later" payment systems. However, usage is lagging awareness considerably, with only 11.5% of Australians having used a tap-and-go payment system in the last 12 months, and only 6.7% having used a buy-now-pay-later digital solution over the same period. The report is based on more than 50,000 face-to-face consumer interviews during the year to June 2018.

CORPORATES
ROY MORGAN LIMITED