MARKETING RESEARCH – AUSTRALIA

NSW snowfields set to attract more Aussie skiers than Victorian fields

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Original article by Roy Morgan
Market Research Update – Page: Online : 6-Aug-18

The latest tourism data from Roy Morgan shows that 47% of Australian skiers and snowboarders would like to visit at least one of the nation’s snow areas within the next two years, up 1% on the year to December 2014. The NSW Snowfields/High Country area remains the most popular in Australia, mentioned by 31% of skiers/snowboarders as a destination for a holiday during the next two years. This is led by Thredbo/ Perisher/Smiggins slopes as the most popular snowfield, cited by 28% of skiers/snowboarders. Despite trailing their northern counterparts in terms of popularity, the leading Victorian snow fields have made impressive gains over the last four years. Now 24% of skiers/snowboarders would like to visit the Victorian snow fields for a holiday during the next two years – up 5% points on 2014. This gain has been spread across Victoria’s leading snow fields, with Mt. Hotham now the leading snow destination in Victoria (mentioned by 13% of skiers/snowboarders), ahead of Mt. Buller on 12% and Falls Creek on 11%. Mt. Buller has doubled in popularity since 2014 to overtake Falls Creek.

CORPORATES
ROY MORGAN LIMITED

Bank customers becoming less likely to recommend their bank

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Original article by Roy Morgan
Market Research Update – Page: Online : 27-Jul-18

New results from Roy Morgan shows that bank customers are now less likely to recommend their bank than they were prior to the Finance Royal Commission. In February 2018, 59.0% of main financial institution bank customers were highly likely to recommend their bank to a friend or colleague, but it has fallen to 54.4% in June. It is now at the lowest monthly level since November 2016 when it was 54.1%, although it remains well up on the 45.8% of June 2008. In the six months to June 2018, 83.3% of ING customers who consider it to be their MFI were very likely to recommend it, the highest level of the 10 largest banks and an increase of 12.6% points over the last year. In second place was Bendigo Bank with 68.7%, followed by Bank of Queensland (61.2%) and St George (60.5%). Roy Morgan’s "Advocacy Report – Financial Institutions June 2018" 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, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, BANK OF QUEENSLAND LIMITED – ASX BOQ, ST GEORGE BANK LIMITED

Satisfaction with electricity providers declining

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

New results from Roy Morgan show that customer satisfaction with electricity providers in Australia was only 56.6% in the 12 months to May 2018, down from 60.4% in the year to May 2017. Roy Morgan’s Net Promoter Score for electricity providers is now at minus 47.6. These low satisfaction and NPS levels show why 2.1 million customers are considering switching over the next 12 months. Red Energy has the highest satisfaction rating among the largest providers, at 70.0%, narrowly ahead of Simply Energy (65.0%) and Energy Australia (64.4%). Meanwhile, 43.7% of customers who are "very dissatisfied" with their electricity provider say that they are either "very likely" or "fairly likely" to switch companies in the next 12 months, while 36.0% of those who are "fairly dissatisfied" say they are likely to switch in the next 12 months. Roy Morgan’s "Customer Satisfaction – Electricity Providers Report" is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 14,000 interviews with people who rated their satisfaction with their electricity connection.

CORPORATES
ROY MORGAN LIMITED, RED ENERGY PTY LTD, SIMPLY ENERGY, ENERGYAUSTRALIA PTY LTD

Autobarn overtakes Supercheap Auto for Auto store satisfaction

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

Autobarn has won Roy Morgan’s Auto Store Customer Satisfaction Award for June 2018, with a customer satisfaction rating of 90.1%. Autobarn has increased its customer satisfaction by 8.2% over the last year, and it has now won three monthly customer satisfaction awards in 2018. Runner-up Supercheap Auto has also increased its customer satisfaction over the last year (up 2.8% to 88.4%) while third-placed Repco has seen a decline in customer satisfaction (down 1.5% to 84.1%). Analysis shows that more than three million Australians shop at an Auto store in an average month; over 70% (2.16 million) are men, while less than 30% are women (920,000). The generations most likely to shop at Auto Stores are Generation X (840,000), Baby Boomers (800,000) and Millennials (730,000); these three generations comprising over three-quarters of the overall Auto Store market.

CORPORATES
ROY MORGAN LIMITED, AUTOBARN PTY LTD, SUPER CHEAP AUTO, REPCO

Bank customer satisfaction and NPS slip further during Finance Royal Commission

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

New results from Roy Morgan shows that bank customer satisfaction in Australia has dropped from 82.3% in January 2018, prior to the Finance Royal Commission, to 78.5% in May and 78.3% in June. Bank customer satisfaction is now at the lowest monthly level since April 2012, but it still remains above the long-term average of 73.8% since 2001, and well up on the 60.0% in January 2001. Roy Morgan’s Net Promoter Score for banks has declined in line with satisfaction, going from 0.49 in January to minus 4.03 in June. ING had the highest level of customer satisfaction of the 10 largest banks in the six months to June, at 88.6% (up 0.5% points over the last 12 months), ahead of Bendigo Bank with 87.7% (down 0.9% points over the year). CBA remained the leader among the big four banks with a customer satisfaction rating of 78.3%. All of the big four showed declines in satisfaction over the year. Roy Morgan’s "Customer Satisfaction-Consumer Banking in Australia June 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, ING BANK (AUSTRALIA) LIMITED, BENDIGO BANK, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

Strong Aussie Dollar drives skiers and snowboarders overseas

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

A Roy Morgan Single Source survey has found that the travel habits of Australians going skiing or snowboarding on holiday over the last 20 years has been heavily influenced by the value of the Australian Dollar. However, this co-relation has broken down in the last three years as the dollar has stabilised at a value of between 70-80 US cents. Between March 2001 when the Australian Dollar was valued at just 49 US cents through to July 2011 when it reached a high of around $1.10 USD the soaring dollar predicted the increasing propensity of Australians to travel overseas for skiing and snowboarding holidays. In March 2001, just 25% of Australians who went snow skiing or snowboarding on their last holiday chose an overseas holiday destination, while this hit 50% in January 2012. This dipped substantially in 2014-15 to just 33% in early 2015, after the value of the currency fell sharply. However, since bottoming at 30% in late 2016 there has been a steady increase in Australians heading overseas for skiing and snowboarding holidays, which is now at 46%.

CORPORATES
ROY MORGAN LIMITED

Nearly two million Australians use a financial planner or adviser – worth $703b

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Original article by Roy Morgan
The Australian Financial Review – Page: Online : 17-Jul-18

New research from Roy Morgan shows that 1.96 million Australians aged 14+ (9.7%) used a financial planner/adviser to purchase superannuation or managed funds in the year to May 2018. This group accounts for $703bn in total wealth management products and have an average value of nearly $360,000. The research also shows that 33% of wealth management customers who are in the top quintile of the market by value have used a financial planner or adviser. The other groups that have above average use of financial planners/advisors include those with incomes of $130,000+ (22.1%), Baby Boomers (18.5%), those aged 50+ (16.6%), Pre-Boomers (15.8%) and the AB Socio Economic Quintile (13.7%). These are the latest results from Roy Morgan’s "Profile of Users of Financial Planners Report", which is based on in-depth interviews conducted face-to-face with over 50,000 Australians per annum in their own homes, including over 5,000 who have used a financial planner/adviser to purchase superannuation or managed funds.

CORPORATES
ROY MORGAN LIMITED

Bunnings satisfies most customers

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

New research from Roy Morgan shows that 89.5% of Australian hardware store customers were satisfied in the 12 months to May 2018, an increase of 2.2% year-on-year. Bunnings had the highest level of customer satisfaction, at 89.8% (up 1.3%), followed by Home Hardware on 89.4% (up 1.5%) and Mitre 10 on 88.1% (up 0.1%). These are the latest results from Roy Morgan’s "Hardware Store Satisfaction Report", 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 9,000 interviews with people who have shopped in a hardware store in the last four weeks.

CORPORATES
ROY MORGAN LIMITED, BUNNINGS GROUP LIMITED, HOME HARDWARE, MITRE 10 LIMITED, TRUE VALUE HARDWARE LIMITED

It’s Official: Majority would consider a hybrid

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

A Roy Morgan Single Source survey has found that 51.6% of Australians aged 18+ "would seriously consider buying" a hybrid vehicle, compared with 48.7% three years ago. The greatest growth over the last three years came from interest in fully electric vehicles, which increased by 9.7ppts to 36.2%. Consideration for electric-based vehicles (hybrid or fully electric) increased by 4.2ppts to 55.7%. These are the latest results from Roy Morgan’s "Automotive Currency Report", which is based on in-depth personal interviews conducted face-to-face with over 50,000 Australians per annum in their own home, including over 37,000 drivers aged 18+.

CORPORATES
ROY MORGAN LIMITED

Over 90% of Australians lack understanding of how leading apps use data

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Original article by Roy Morgan
Market Research Update – Page: Online : 16-Jul-18

Roy Morgan’s privacy survey has found that more than 90% of Australians aged 14+ are either "not sure" or only "somewhat understand" how several leading apps use and/or share their data. This includes 94.6% of Australians who use Apple apps, 94.3% of Twitter users, 94.0% of Instagram users and 93.7% of Snapchat users. The findings are based on interviews with a representative sample of 967 Australians drawn from Roy Morgan’s Single Source panel. Roy Morgan CEO Michele Levine says that despite the concerns raised about the potential misuse of personal data, only a tiny minority of Australians (between 5-10%) believe they "fully understand" how companies such as Apple, Twitter, Facebook, Snapchat and Google use and/or share their personal data.

CORPORATES
ROY MORGAN LIMITED, APPLE INCORPORATED, TWITTER INCORPORATED, INSTAGRAM LLC, SNAPCHAT INCORPORATED, MESSENGER, GOOGLE INCORPORATED, FACEBOOK INCORPORATED