MARKETING RESEARCH – AUSTRALIA

Roy Morgan announces winners of the 2017 Customer Satisfaction Awards

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Feb-18

Roy Morgan has announced the winners of its seventh annual Customer Satisfaction Awards for Australia. The awards recognise outstanding levels of customer satisfaction, as judged by more than 50,000 consumers via the Roy Morgan Single Source survey. The award categories cover sectors such as banking, insurance, superannuation, automotive, travel and hospitality, retail, telecommunications and utilities. Roy Morgan CEO Michele Levine says the Roy Morgan Customer Satisfaction Awards continue to be the benchmark by which customer satisfaction is measured, and the 31 businesses honoured in the 2017 awards share one crucial characteristic: their unrivalled dedication to ensuring their customers are satisfied, and their success as rated by their customers.

CORPORATES
ROY MORGAN LIMITED, GREATER BANK LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, PEOPLE’S CHOICE CREDIT UNION, RACT INSURANCE PTY LTD, ST LUKE’S HEALTH INSURANCE, REAL INSURANCE, MACQUARIE SUPERANNUATION, TASPLAN LIMITED, SUPER CHEAP AUTO, MUFFIN BREAK, JEANSWEST CORPORATION PTY LTD, MYER HOLDINGS LIMITED – ASX MYR, COSTCO WHOLESALE AUSTRALIA PTY LTD, THE REJECT SHOP LIMITED – ASX TRS, JB HI-FI LIMITED – ASX JBH, BUNNINGS GROUP LIMITED, MY CHEMIST PTY LTD, GRILL’D PTY LTD, ALDI LIQUOR, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, REBEL SPORT LIMITED, FOODLAND AUSTRALIA LIMITED, SOUTHERN PHONE COMPANY LIMITED, INTERNODE SYSTEMS PTY LTD, APPLE INCORPORATED, AMAYSIM AUSTRALIA LIMITED – ASX AYS, QANTAS AIRWAYS LIMITED – ASX QAN, AIR NEW ZEALAND LIMITED – ASX AIZ, RED ENERGY PTY LTD, LUMO ENERGY AUSTRALIA PTY LTD, LEXUS AUSTRALIA

Costco & Kmart battle for 2017 customer satisfaction award

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

Roy Morgan’s Single Source survey shows that Costco (88.9%) had the highest customer satisfaction rating among Australian discount department stores in November 2017, ahead of Kmart on 88.3%. Costco (with five monthly victories) and Kmart (four victories) are locked in a tight battle for the 2017 Roy Morgan Discount Department Store Customer Satisfaction Award. Target, the defending Discount Department Store of the year, has lost ground over the past year and been unable to build on an early monthly victory in March. Target’s customer satisfaction rating of 87.5% in November is down 0.4% points on a year ago. Also losing ground in the year to November 2017 are Steinhoff Asia-Pacific’s two discount department stores – Harris Scarfe on a customer satisfaction rating of 85.9%, down 1.6% points on a year ago, and Best & Less on 85.2%, down 2.2% points.

CORPORATES
ROY MORGAN LIMITED, COSTCO WHOLESALE AUSTRALIA PTY LTD, KMART AUSTRALIA LIMITED, TARGET AUSTRALIA PTY LTD, HARRIS SCARFE HOLDINGS LIMITED, BEST AND LESS PTY LTD, STEINHOFF ASIA-PACIFIC

2.5 million car insurance policies at risk of switching

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

A Roy Morgan Single Source survey has found that more than one in five (2.54 million) Australians aged 14+ with comprehensive car insurance either changed companies or renewed with the same company after approaching others in the year to December 2017. This represents an increase of nearly 400,000 over the last four years. The survey also shows that 78.5% of comprehensive car insurance policies were automatically renewed without holders approaching another company, compared with 80.9% in 2013. Meanwhile, the proportion of comprehensive policy holders who approach another company before they renew with their existing company has increased from 12.1% in 2013 to 15.5% in 2017.

CORPORATES
ROY MORGAN LIMITED

High satisfaction with private health insurance claims

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

A Roy Morgan Single Source survey of Australians aged +14 with private health insurance has found that overall satisfaction with private health insurance funds was 71.0% in the year to December 2017, compared with 73.6% in 2016. The survey also shows that the satisfaction level of people who made a health insurance claim was 88.8% in 2017. The high level of satisfaction with claims suggests that the decrease in satisfaction is more likely the result of increased premiums rather than problems with claims. Only around 5% of fund members switch private health insurance funds due to problems with claims, with the main reasons given by over 70% for changing funds are the high cost and increased premiums.

CORPORATES
ROY MORGAN LIMITED

Six million Australians make Swimming Number 1 Sport

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

A Roy Morgan Single Source survey has found that over six million Australians participated in swimming either regularly or occasionally in the last three months, making it the nation’s leading sport. Swimming is one of the rare Australian sporting pursuits where more women (3.45 million) participate than men (2.58 million). Analysis using Roy Morgan’s Helix Personas consumer profiling tools shows that more than a third of Metrotechs (34.6%), Aussie Achievers (33.5%) and Leading Lifestyles (33.4%) participate in swimming. Combined together more than half of all Australian swimmers come from one of these three communities. Meanwhile, analysis of the broad range of sports being contested at the 2018 Gold Coast Commonwealth Games shows that more than 9.3 million Australians (46.4%) played Commonwealth Games sports regularly or occasionally in 2017.

CORPORATES
ROY MORGAN LIMITED

Women falling behind in professional super advice

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-18

A Roy Morgan Single Source survey has found that 11.3% of Australian women purchase their superannuation through a "professional", compared to 14.4% of men. The survey also shows that just 68.8% of women have super, compared to 73.6% of men, while the average super balance for women is $133,000, which is only 71.9% of the male average ($185,000). Given that women have much lower superannuation balances than men, there is considerable potential to close the gap if they were able to make greater use of professional advisors such as financial planners, accountants and stockbrokers

CORPORATES
ROY MORGAN LIMITED

Holiday intention increasing with domestic leading

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-18

A Roy Morgan Single Source shows that the proportion of Australians aged 14+ who intend to take a holiday in the next 12 months rose to 70% in the December 2017 quarter. This compares with 68 per cent in the three months to December 2016. The survey also shows that the proportion of Australians who intend to take a domestic holiday in the next 12 months has risen from 52% to 54%, while overseas holiday intention is the same as it was a year ago (11%). Meanwhile, analysis using Roy Morgan’s Helix Personas consumer-profiling tool shows that the highly ambitious and well earning, socially aware Young and Platinum Persona is most likely to be planning a holiday in the next 12 months, while people from the Persona known as Strugglestreet are the least likely group to have any kind of holiday plans in the pipeline.

CORPORATES
ROY MORGAN LIMITED

Skoda vs Lexus – tight finish for car satisfaction award

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-18

A Roy Morgan Single Source survey shows that Skoda had a customer satisfaction rating of 97.5% in the year to November 2017, an increase of 4.5% compared with the previous 12 months. Skoda was followed by Lexus on 97.1% (up 2.6%). Nine of the top 10 car brands for customer satisfaction showed improvement over the last 12 months, with the only exception being Isuzu UTE, which was down 0.4%. The two biggest improvers among the top 10 were Land Rover (up 5.5% to 95.4%) and Peugeot (up 5.4% to 95.2%). The winner of the 2017 Annual Roy Morgan Car Manufacturer Satisfaction Award will be announced later in February. Lexus has won this award for the past three years.

CORPORATES
ROY MORGAN LIMITED, SKODA AUTOMOBILOVA AS, LEXUS, ISUZU UTE AUSTRALIA PTY LTD, LAND ROVER, PEUGEOT AUTOMOBILES AUSTRALIA

Declining gas customer satisfaction

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Feb-18

A Roy Morgan Single Source survey has found that 57.0% of gas customers were satisfied with their provider in the year to November 2017, compared with 60.5% in the previous 12 months. Kleenheat is the best performer, with a satisfaction rating of 70.9%, followed by Red Energy (68.0%) and AGL Energy (65.0%). Nine of the 10 largest gas providers showed declines in customer satisfaction, while AGL improved by only 0.1% point. Meanwhile, the survey shows that 50.1% of customers who are "very dissatisfied" with their gas provider say that they are either "very likely" or "fairly likely" to switch companies in the next 12 months. Even among customers who were only "fairly dissatisfied", 42.7% say that they are likely to switch providers in the next 12 months.

CORPORATES
ROY MORGAN LIMITED, KLEENHEAT GAS PTY LTD, RED ENERGY PTY LTD, AGL ENERGY LIMITED – ASX AGL

15 million Australians read magazines across print & online

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Original article by Roy Morgan
Market Research Update – Page: Online : 9-Feb-18

Roy Morgan has released the Australian Magazine Readership report for the 12 months to December 2017. A total of 12,565,000 Australians aged 14+ (62.5 per cent) read print magazines – down 93,000 (0.7 per cent) from a year ago. However, the audience reach of magazines is extended to 15 million Australians 14+ when you include magazine reading online (either via the web or an app). The withdrawal of major publishers from audited circulation results for magazines just over a year ago means Roy Morgan’s readership results continue to be the only truly independent measure of magazine performance now available. "Coles Magazine" remains the most widely-read print magazine, with an average readership of 4,152,000 per issue (up 11.3 per cent). Meanwhile, seven of Australia’s 10 leading magazines ranked by cross-platform audiences retain a significantly larger readership via their print editions than their digital offerings – a clear contrast to their print newspaper cousins, although this picture is slowly changing as more magazine publishers expand and refine their online offerings.

CORPORATES
ROY MORGAN LIMITED, BAUER MEDIA AUSTRALIA PTY LTD