MARKETING RESEARCH – AUSTRALIA

Air NZ pips Singapore Airlines, Emirates & Etihad Airways for Customer Satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 21-Nov-17

Air New Zealand is again Australia’s most satisfying international airline, having a customer satisfaction rating of 88.8% in September, according to Roy Morgan Research’s latest survey on the topic. It was followed by Singapore Airlines (88.3%) and Emirates (87.3%). Qantas was again the leading Australian-based international airline, with a customer satisfaction rating of 80.2%, ahead of main rival Virgin Australia on 74.9%. Norman Morris, Industry Communications Director at Roy Morgan Research, notes that Air New Zealand’s rating was unchanged from September 2016.

CORPORATES
AIR NEW ZEALAND LIMITED – ASX AIZ, ROY MORGAN RESEARCH LIMITED, SINGAPORE AIRLINES LIMITED, EMIRATES AIRLINES, QANTAS AIRWAYS LIMITED – ASX QAN, VIRGIN AUSTRALIA HOLDINGS LIMITED – ASX VAH, ETIHAD AIRWAYS, THAI AIRWAYS INTERNATIONAL PUBLIC COMPANY LIMITED, BRITISH AIRWAYS PLC, JETSTAR AIRLINES PTY LTD, TIGER AIRWAYS AUSTRALIA PTY LTD, CATHAY PACIFIC AIRWAYS LIMITED, GARUDA AVIATION PTY LTD

It’s Official: The ‘Energy Crisis’ is now a huge concern for Australians

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 13-Nov-17

A special Roy Morgan study conducted from 9-11 October 2017 has found that 29% of Australians aged 14+ regard Economic Issues (including Unemployment, Housing affordability, the Economy in general, Poverty and the gap between the rich and poor) as the most important problem facing Australia. A further 15% of respondents mentioned concerns related to Energy (Energy infrastructure, Energy reliability, Electricity prices and the sustainable management of natural resources like gas). Meanwhile, just over 26% of Australians mentioned concerns related to the Environment (and in particular the issue of Global warming and Climate change) as the most important issues facing the World, just ahead of War & Terrorism (mentioned by just under 26% of respondents).

CORPORATES
ROY MORGAN RESEARCH CENTRE PTY LTD

Australian households’ net wealth now over eight trillion dollars and growing

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 13-Nov-17

Roy Morgan Research’s newly released report "Superannuation and Wealth Management in Australia" shows that Australian households have increased their net wealth by 42.1%. over the last four years, from $5.703 trillion to $8.135 trillion. The report also shows that currently 53.1% of household net wealth is made up of equity in owner-occupied homes, up from 48.1% in 2013. Superannuation, Pensions/Annuities in total now account for 27.4% of the total, down from 28.6% in 2013. The other components of net wealth, which include bank accounts, managed funds (excluding superannuation) and direct investments, have fallen from 23.3% in 2013 to 19.5% in 2017. The report is unique because it looks at superannuation in the context of all other assets and debt that make up the true financial position of Australian households, rather than the usual single product or "silo" approach.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Over 3 in 4 Australians are consuming magazines across print and online

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 10-Nov-17

Roy Morgan Research has released the Australian Magazine Readership report for the 12 months to September 2017. A total of 12,577,000 Australians aged 14+ (62.9 per cent) read print magazines, up 2,000 from a year ago. The audience reach of magazines is extended to 15,005,000 Australians aged 14+ (77.8 per cent) when you include magazine reading online (either via the web or an app). The withdrawal of major publishers from audited circulation results for magazines in 2016 means Roy Morgan’s readership results are the only truly independent measure of magazine performance now available. "Coles Magazine" remains the most widely-read print magazine, with an average readership of 3,975,000 per issue (up 8.3 per cent). Meanwhile, nine 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.

CORPORATES
ROY MORGAN RESEARCH LIMITED, BAUER MEDIA AUSTRALIA PTY LTD

Over 15.5 million Australians read newspapers in some form

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 10-Nov-17

Roy Morgan Research has released the latest readership report for Australian newspapers for the 12 months to September 2017. Some 15,568,000 Australians aged 14+ (77.8 per cent) now read or access newspapers in an average 7-day period either in print, or online via website or app. This is down 1.7 per cent from a year ago. Cross-platform audiences have increased for three out of the top five leading mastheads in Australia, and analysing the print and digital modes of readership shows that over the past 12 months five of Australia’s leading mastheads have increased their digital audience and two have increased their print readership. "The Sydney Morning Herald" is still the most widely-read masthead, with a cross-platform audience of 4,040,000, down 3.5 per cent from a year ago.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Millennials more than double their share of superannuation funds over the decade

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Original article by
Market Research Update – Page: Online : 6-Nov-17

A Roy Morgan Single Source survey has found that Millennials’ share of superannuation fund balances has more than doubled between September 2007 (6.4%) and September 2017 (14.6%). All three younger generations recorded gains in superannuation market share over the past 10 years. Meanwhile, for the six months to September 2017, satisfaction with the financial performance of industry funds was 58.5%, compared to retail funds on 56.9%. Retail funds increased their satisfaction rating by 0.7% over the last year, while the satisfaction rating for industry funds fell by 1.4%.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Millers, Lowes and Noni-B lead for customer satisfaction

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Original article by
Market Research Update – Page: Online : 6-Nov-17

A Roy Morgan Single Source survey has found that Millers had the highest level of customer satisfaction level of any clothing store in September, at 89.7 per cent. It was followed by Lowes, Noni-B, Rockmans and Jeanswest. Millers’ customer satisfaction was up by 2.9 per cent over the past year, while Lowes and Noni B also increased their level of customer satisfaction. Roy Morgan Research CEO Michele Levine notes the clothing store sector is one of the most competitive in Australian retail, so good customer service is all important.

CORPORATES
SPECIALTY FASHION GROUP LIMITED – ASX SFH, LOWES MENSWEAR, NONI B LIMITED – ASX NBL, ROCKMANS STORES LIMITED, JEANSWEST CORPORATION PTY LTD, HENNES OCH MAURITZ AB, ZARA, DEBENHAMS RETAIL PLC, AMAZON.COM INCORPORATED, UNIQLO AUSTRALIA PTY LTD

Bunnings ‘sizzling’ with high customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-Oct-17

A Roy Morgan Single Source survey has found that Bunnings Warehouse has pipped rival Home Timber & Hardware to be Australia’s leading Hardware Store in September 2017 with a customer satisfaction rating of 89.0%, up 0.1% from a year ago. Home Timber & Hardware has a customer satisfaction rating of 88.6%, virtually unchanged from a year ago, and enough to beat out Mitre 10 in third with a customer satisfaction rating of 86.9%. Rounding out the Hardware Store "Big 4" is True Value Hardware with a customer satisfaction rating of 76.3%, down slightly on a year ago. Roy Morgan Research CEO Michele Levine says Home Timber & Hardware has performed consistently well over the past few years, winning the Annual Roy Morgan Hardware Store Customer Satisfaction Award in four out of the last five years, although the 2017 Annual Award looks set to go down to the wire with Bunnings aiming for its first victory in the category since 2011.

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

Muffin Break is tops for Coffee Store satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-Oct-17

A Roy Morgan Single Source survey has found that Muffin Break is Australia’s best coffee/doughnut store, with a customer satisfaction rating of 87.3% in September 2017, putting the chain ahead of Donut King on a customer satisfaction rating of 86.3%. Although both have performed strongly so far in 2017, their customer satisfaction ratings in September are slightly down on a year ago, whereas the chasing pack have all increased their performance over the last year. In third place is Donut King stablemate Gloria Jean’s with a customer satisfaction rating of 83.0%, just ahead of this year’s big improvers Starbucks Coffee on 81.5% which has improved customer satisfaction by an impressive 9.1% over the past 12 months. Roy Morgan Research CEO Michele Levine says Muffin Break won the Annual Roy Morgan Customer Satisfaction Award for the first time in 2016 and a series of strong performances so far in 2017 have put the coffee shop in the box seat to repeat this success.

CORPORATES
ROY MORGAN RESEARCH LIMITED, MUFFIN BREAK PTY LTD, DONUT KING, GLORIA JEAN’S COFFEES PTY LTD, STARBUCKS COFFEE COMPANY (AUSTRALIA) PTY LTD

JB Hi-Fi leads Ikea & The Good Guys for satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 30-Oct-17

A Roy Morgan Single Source survey has found that JB Hi-Fi is Australia’s leading furniture and electrical retailer, with a customer satisfaction rating of 90.1% in September 2017. Its customer satisfaction has fallen 1% from a year ago. Behind JB Hi-Fi in second place is an improving Ikea on 88.9%, up 3.1% on a year ago, followed by JB Hi-Fi stablemate The Good Guys on 88.6%. However, the biggest improver in the category over the past year is 2015 Annual winner Betta Home Living/Betta Electrical, which surged 6.9% to a customer satisfaction rating of 88.2%. Harvey Norman rounds out the top 5 with 86.8% of its customers satisfied. Roy Morgan Research CEO Michele Levine says the strong performance of JB Hi-Fi, and recent purchase The Good Guys, sets the two retailers up for a good showing at the 2017 Annual Roy Morgan Customer Satisfaction Awards, due to be held early in 2018.

CORPORATES
ROY MORGAN RESEARCH LIMITED, JB HI-FI LIMITED – ASX JBH, IKEA TRADING PTY LTD, THE GOOD GUYS, BETTA ELECTRICAL PTY LTD, HARVEY NORMAN HOLDINGS LIMITED – ASX HVN