MARKETING RESEARCH – AUSTRALIA

CBA remains satisfaction leader among Australia’s major four banks

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 25-Oct-17

A Roy Morgan Single Source survey has found that customer satisfaction with the Commonwealth Bank of Australia was 79.9% in the six months to September 2017, and despite a decline of 0.3% points from August, it has remained the satisfaction leader among the four major banks since July 2015. Satisfaction with banks overall has declined from 81.7% to 80.8% over the last 12 months. The four major banks in total have declined by 1.0% points to 78.8%, the mutual banks have declined by 0.6% points to 90.0% and the foreign banks are down 0.6% points to 83.1%. Despite these declines, overall bank satisfaction remains well above the long-term average of 73.9% established since 2001. Meanwhile, the mortgage customers of each of the four major banks continue to be a drag on their overall satisfaction, despite historically low home-loan rates. Over the last 12 months, satisfaction among the big four’s home-loan customers has fallen by 0.2% to 75.7%, leaving it well below the satisfaction of non-mortgage customers with 79.6%.

CORPORATES
ROY MORGAN RESEARCH LIMITED, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, NATIONAL AUSTRALIA BANK LIMITED – ASX NAB, WESTPAC BANKING CORPORATION – ASX WBC, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ

The Athlete’s Foot wins for customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 23-Oct-17

A Roy Morgan Single Source survey has found that The Athlete’s Foot had Australia’s most satisfied shoe store customers in August 2017 with a customer satisfaction rating of 87.1%, an increase of 3.9% on a year ago. Close behind are Spend Less Shoes with a customer satisfaction rating of 85.9% and Williams The Shoemen on 83.9% – both of these shoe stores improved their customer satisfaction ratings from a year ago. Roy Morgan Research CEO Michele Levine says achieving high customer satisfaction results is a vital metric for retail businesses looking to maximise customer retention in an increasingly competitive marketplace, and the arrival of giant US retailer Amazon is set to add further pressures for existing retailers.

CORPORATES
ROY MORGAN RESEARCH LIMITED, THE ATHLETE’S FOOT AUSTRALIA PTY LTD, SPENDLESS SHOES PTY LTD, WILLIAMS THE SHOEMEN

Rebel is Australia’s top sports store for customer satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 23-Oct-17

A Roy Morgan Single Source survey has found that Rebel Sports is Australia’s leading sports store with a market-leading customer satisfaction rating of 88.4% in August 2017, up 2.7% from a year ago. It is followed by Sports Power (86.8%) and Sportsco (75.8%). However, they have both achieved greater increases in their customer satisfaction ratings than Rebel over the past year. Roy Morgan Research CEO Michele Levine says Rebel Sports’ victory in August builds on consecutive wins in the annual Roy Morgan Customer Satisfaction Awards in 2015-16, and Rebel Sports will be aiming for a "threepeat" in the Sports Store category at the 2017 annual Awards.

CORPORATES
ROY MORGAN RESEARCH LIMITED, REBEL SPORT LIMITED, SPORTS POWER, SPORTSCO PTY LTD

IGA Liquor tops latest satisfaction ratings

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 20-Oct-17

A Roy Morgan Single Source survey has found that customer satisfaction with IGA Liquor rose by 17.3% to 93.4% in the year to August 2017, which now places it ahead of its major competitors. This is a major turnaround from a year ago, when IGA was ranked ninth and well behind the market leaders. IGA is followed by Dan Murphy’s (92.4%), Aldi Liquor (91.0%) and First Choice Liquor (90.1%). Roy Morgan has developed a segmentation based on a person’s level of non-essential or discretionary expenditure, which includes purchases such as wine, travel and entertainment. The top third of discretionary spenders are "Big Discretionary Spenders" and so represent the largest potential for increased liquor sales. The liquor stores and retailers with the highest proportion of "Big Discretionary Spenders" in their customer base are First Choice Liquor (44.1% of usual customers are "Big Discretionary Spenders"), Dan Murphy’s (43.1%), IGA Liquor (41.8%) and Liquorland (40.6%). This group has the greatest potential to increase sales from their existing customer base.

CORPORATES
ROY MORGAN RESEARCH LIMITED, IGA LIQUOR, DAN MURPHY’S, ALDI LIQUOR, FIRST CHOICE LIQUOR SUPERSTORE, LIQUORLAND (AUSTRALIA) PTY LTD

345,000 Aussie mortgage holders have no real equity in their homes

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 16-Oct-17

A Roy Morgan Single Source survey has found that 8% (345,000) of mortgage holders in Australia had little or no real equity in their home in the year to August 2017, compared with 7.1% in the year to August 2016. This is based on the fact that the value of their home is only equal to or less than the amount they still owe, placing them at considerable risk if they have to sell or prices decline. The survey also shows that Western Australia has the highest proportion of mortgage customers with no real equity in their home, at 14% (71,000), while Tasmania has the lowest proportion of mortgage holders with little or no equity in their home, at only 4.9% (4,000).

CORPORATES
ROY MORGAN RESEARCH LIMITED

Kmart leads discount department store satisfaction

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

A Roy Morgan Single Source survey has found that Kmart had a customer satisfaction rating of 87.6% in August 2017, which places it ahead of its major Australian discount department store competitors. Kmart is followed by Costco (87.1%), Target (86.5%), Harris Scarfe (85.9%), Big W (85.3%), Best&Less (84.7%) and Target Country (81.2%). Kmart was ranked fifth a year ago, behind Target, Best&Less, Harris Scarfe and Costco. Kmart has improved its customer satisfaction rating by 1.0% points over the last 12 months, while its major competitors all showed declines, except for Big W which remained unchanged. The biggest declines were for Best&Less (down 2.8% points), Target and Target Country (both down 2.2% points).

CORPORATES
ROY MORGAN RESEARCH LIMITED, KMART AUSTRALIA LIMITED, COSTCO WHOLESALE AUSTRALIA PTY LTD, TARGET AUSTRALIA PTY LTD, HARRIS SCARFE HOLDINGS LIMITED, BIG W DISCOUNT STORES, BEST AND LESS PTY LTD, TARGET COUNTRY

It’s Official: Australians not concerned about mass facial recognition technology

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 11-Oct-17

A special Roy Morgan Snap SMS Survey has found that 67.5% of Australians are not concerned that "under anti-terror measures State Governments will provide driver licence photos for mass facial-recognition technology", while 32.5% are concerned. Analysis by Voting Intention shows that Greens supporters (59%) are more concerned about mass facial recognition technology than Labor supporters (33.5%) or Liberal-National Party supporters (19%). Meanwhile, analysis by gender shows little difference between women (33%) and men (32%) concerned about mass facial recognition technology, and analysis by Age shows that younger people (45% of those aged 18-24) are more likely to be concerned about mass facial recognition technology than older people (19% of those aged 65+).

CORPORATES
ROY MORGAN RESEARCH LIMITED, AUSTRALIAN GREENS, AUSTRALIAN LABOR PARTY, LIBERAL PARTY OF AUSTRALIA, NATIONAL PARTY OF AUSTRALIA

Myer leads David Jones for satisfaction

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 9-Oct-17

A Roy Morgan Single Source survey has found that department store group Myer had a customer satisfaction rating of 88.6% in August 2017, ahead of David Jones on 85.1%. Myer has improved its customer satisfaction rating by 2.4% points over the last year, while David Jones showed a decline of 1.5% points. A year ago, David Jones had a satisfaction rating of 86.6%, marginally ahead of Myer (86.2%). The survey also shows that David Jones has its highest customer satisfaction rating among "Pre-Boomers" (those aged 71+) with 89.7%, compared with 87.6% for Myer. Meanwhile, Myer has its highest satisfaction rating (91.0%) among "Generation X" (aged 42 to 56), compared with 86.5% for David Jones.

CORPORATES
ROY MORGAN RESEARCH LIMITED, MYER HOLDINGS LIMITED – ASX MYR, DAVID JONES LIMITED

‘Belong’ launch set to shake up mobile category

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 9-Oct-17

Telstra subsidiary Belong has launched its new mobile phone service, and the low-cost brand is set to intensify competition in the 20 million-plus Australian mobile phone market. A Roy Morgan Single Source survey shows that an estimated 170,000 Australians aged 14+ already use Belong’s fixed broadband service. These customers are a natural first target for the new mobile phone service – deeper analysis of these customers shows that 33% currently have their mobile phone service with Vodafone. In contrast, Vodafone’s share of the mobile phone market is only 17%. Likewise, only 25% of Belong’s broadband customers have a Telstra mobile phone contract, compared to Telstra’s wider mobile market share of 43%.

CORPORATES
ROY MORGAN RESEARCH LIMITED, BELONG PTY LTD, TELSTRA CORPORATION LIMITED – ASX TLS, VODAFONE AUSTRALIA LIMITED, SINGTEL OPTUS PTY LTD, AMAYSIM AUSTRALIA LIMITED – ASX AYS

Mazda drivers most satisfied

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 6-Oct-17

A Roy Morgan Single Source survey has found that Mazda driver satisfaction in the 12 months to July 2017 was 95.3%, making it narrowly the top performer among the 24 major car brands in Australia. Not only was Mazda the satisfaction leader this year but its rating rose by 0.2% points from last year, when it was ranked fourth. Mazda is followed very closely by Volvo (95.2%), Lexus (95.0%), Skoda (94.8%) and Isuzu UTE (94.7%). In fact, the top 20 brands in terms of satisfaction rating are only separated by 3.1% points, making it difficult for any brand to be positioned as the clear market leader. The lowest satisfaction rating across the 24 major brands was Daihatsu with 85.9%, followed by Jeep (88.9%), Holden (89.3%) and Ford (89.8%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, MAZDA AUSTRALIA PTY LTD, VOLVO CAR AUSTRALIA PTY LTD, LEXUS AUSTRALIA, SKODA AUTOMOBILOVA AS, ISUZU UTE AUSTRALIA PTY LTD, DAIHATSU AUSTRALIA PTY LTD, JEEP AUSTRALIA, GM HOLDEN LIMITED, FORD MOTOR COMPANY AUSTRALIA LIMITED