MARKETING RESEARCH – AUSTRALIA

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

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