MARKETING RESEARCH – AUSTRALIA

It’s Official: Terry White tops for Pharmacy Satisfaction

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

Terry White Chemists has again taken out top position in the Roy Morgan Pharmacy Satisfaction awards for July with a customer satisfaction rating of 90.3%, following on from a victory in June. Rival My Chemist was in second position with a customer satisfaction rating of 89.9%, followed by Terry White Chemists’ merger partner Chemmart on 88.9%. As a combined entity TerryWhite Chemmart scores a combined customer satisfaction of 89.8% in July. Roy Morgan Research CEO Michele Levine says that in this incredibly competitive market, it is vital for pharmacies to know exactly who their customers are, and how to cater for their specific expectations, attitudes and preferences, or their satisfaction levels may suffer.

CORPORATES
ROY MORGAN RESEARCH LIMITED, TERRY WHITE CHEMISTS, MY CHEMIST PTY LTD, CHEMMART PTY LTD

New car buying intentions up in August – biggest gains to Toyota, Mitsubishi, Kia, VW and Skoda

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 18-Sep-17

A Roy Morgan Single Source survey has found that 2.457 million Australians aged 14+ intend to purchase a new car in the next four years. This is an increase of 53,000 from July and is only marginally lower than the 15-year high recorded in February 2017. The survey also shows that the number of Australians intending to purchase a new car in the next 12 months has increased by 9.2% over the last quarter, to 679,000. A major driver of increased intentions over the next 12 months is that this group has a much higher level of consumer confidence than the population average. Over the August quarter, the consumer confidence level for all Australians was 113.1, whereas those intending to purchase a new car in the next 12 months had a much higher confidence level (125.2).

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ROY MORGAN RESEARCH LIMITED

Majority happy with mobile phone service providers particularly Amaysim, Optus & Virgin

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 18-Sep-17

A Roy Morgan Single Source survey has found that 77.1% of Australians aged 14+ who are mobile phone users were satisfied with their service provider over the year to July 2017. This is an improvement from 73.4% in 2014 but down marginally from 77.4% in 2016. Very little separates the satisfaction of the top five service providers, with Amaysim the leader on 81.6%, followed by Optus (79.0%), Virgin (78.4%), Telstra (76.3%) and Vodafone (76.0%). Amaysim was the biggest improver over the last 12 months, up 4.2% to 81.6%. The other two major providers to show improvement were Virgin (up 3.5%) and Optus (up 0.9%). Telstra showed a marginal decline (down 0.3%), while Vodafone was down 2.6%.

CORPORATES
ROY MORGAN RESEARCH LIMITED, AMAYSIM AUSTRALIA LIMITED – ASX AYS, OPTUS MOBILE PTY LTD, VIRGIN MOBILE (AUSTRALIA) PTY LTD, TELSTRA CORPORATION LIMITED – ASX TLS, VODAFONE AUSTRALIA LIMITED, ALDIMOBILE

Most general insurance policy holders renew without approaching other companies

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

A Roy Morgan Single Source survey has found that 77.9% of Australians aged 14+ with general insurance do not approach any other company when renewing their policy. An additional 14.6% approach another company but do not change. Roy Morgan’s "General Insurance Industry Currency Report" also shows that the proportion of general insurance policy holders renewing with the same company after approaching others has increased from 11.4% in the year to July 2013 to 14.6% in the year to July 2017. The most loyal customers, based on the proportion of policy holders that renew without approaching another company, are with RACQ (85.2%), the RACV (84.1%) and RAC (83.8%). The least loyal are Budget Direct (63.3%) and GIO (67.2%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, RACQ INSURANCE LIMITED, RACV INSURANCE, RAC INSURANCE PTY LTD, BUDGET DIRECT INSURANCE AGENCY PTY LTD, GIO AUSTRALIA LIMITED

Small energy retailers ahead of majors on customer satisfaction

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

A Roy Morgan Single Source survey has found that overall satisfaction with electricity retailers has fallen over the last four years by 1.8% points, to 63.4% in July 2017. The current satisfaction leader among the 10 largest electricity retailers is Red Energy with 74.5% (an increase of 6.4% points since 2013), followed by Simply Energy on 71.4% (up 9.1% points). The two largest electricity retailers (based on domestic consumer numbers) have below-average satisfaction, with Origin Energy on 62.3% and AGL on 61.3%; both are currently below their 2013 satisfaction levels. Meanwhile, satisfaction with gas retailers has improved by 1.6% points since 2013 to 65.0%, with the greatest gains from Simply Energy (up 14.6% points to 73.8%), and Lumo Energy (up 9.4% points to 74.6% and now the market leader). Among the four largest gas retailers, Alinta, Origin and Energy Australia have shown some improvement in satisfaction since 2013, but all four currently remain below the industry average.

CORPORATES
ROY MORGAN RESEARCH LIMITED, RED ENERGY PTY LTD, SIMPLY ENERGY, LUMO ENERGY AUSTRALIA PTY LTD, KLEENHEAT GAS PTY LTD, ALINTA ENERGY (AUSTRALIA) PTY LTD, ORIGIN ENERGY LIMITED – ASX ORG, ENERGYAUSTRALIA PTY LTD, AGL ENERGY LIMITED – ASX AGL

Retail superannuation funds once again higher than industry funds in the satisfaction stakes, after trailing for a decade

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 4-Sep-17

Roy Morgan Research’s Superannuation Satisfaction Report for July 2017 shows that satisfaction with the financial performance of retail superannuation funds (58.7%) was higher than industry funds (58.2%) for the sixth consecutive month, after having trailed them for more than a decade. Satisfaction with self-managed superannuation funds maintained their overall lead with 73.8%, up 2.8% points in the last year. Although retail funds overall performed marginally better than industry funds, at the individual fund level among the majors, they did not rank in the top five performers. Across the fifteen largest super funds (based on number of members), Qsuper had the highest satisfaction with 73.3%, followed by Cbus (65.7%) and Unisuper (64.8%). The best performing largest retail funds were Colonial First State (59.0%), MLC (57.8%), OnePath (56.5%) and BT (55.5%).

CORPORATES
ROY MORGAN RESEARCH LIMITED, QSUPER LIMITED, CONSTRUCTION AND BUILDING UNIONS’ SUPERANNUATION FUND, UNISUPER LIMITED, COLONIAL FIRST STATE GROUP LIMITED, MLC LIFETIME COMPANY LIMITED, ONEPATH AUSTRALIA LIMITED, BT INVESTMENT MANAGEMENT LIMITED – ASX BTT

It’s Official: Everything is happening later in life

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Original article by Roy Morgan Research
Market Research Update – Page: Online : 4-Sep-17

A Roy Morgan Single Source survey has found that Australians are living at home with their parents for longer than they did a decade ago. Some 58% of 18-19yr olds now live at home, compared to 54% in 2007, while 28% of 22-24yr olds live at home (up from 24% in 2007). Meanwhile, 42% of 30-34yr olds are renting, up significantly since 2007 (33%) and now 38% of 35-39yr olds are renting, up from 29% in 2007. Meanwhile, just under a third of Australians aged 30-34 have a home loan (33%), down from 43% in 2007, and 43% of 35-39yr olds have a home loan, down from 51% in 2007. The figures for 40-something Australians are little changed from a decade ago, with 51% of 40-44 yr olds now having a home loan (virtually unchanged from a decade ago). Now only 12% of 40-44yr olds own their home (down from 18% in 2007), and just 18% of 45-49yr olds own their home (28% in 2007). This trend is evident through older age groups.

CORPORATES
ROY MORGAN RESEARCH LIMITED

State of the Nation: Media Report – the audience is transforming

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

Roy Morgan Research CEO Michele Levine and leading futurist Dr. Ross Honeywill presented the latest State of the Nation: Media Report in Melbourne and Sydney in August. The report looks at challenges and opportunities facing the industry as the rate of change speeds up and consumers explore new ways of engaging with media, including the impact of key disruptive trends powered by digital innovation. Levine says the disruptive trends sweeping a growing media industry are transforming the ways Australians consume media and, in an age when everyone is always "on", it is vital that media companies connect directly with their audiences and know exactly who their audiences really are. She adds that the data reveals that traditional media enjoy high levels of trust, while their newer social-media centric competitors do not. The importance of building this trust in a future overwhelmed by fake news and consumer choice is more important than ever for retaining and building audiences.

CORPORATES
ROY MORGAN RESEARCH LIMITED

Nearly three and a half million increase in mobile bank users since 2013

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

A Roy Morgan Single Source survey has found that 8.3 million Australians aged 14+ used mobile banking in an average four-week period in the six months to June 2017, compared with 4.83 million in the six months to June 2013. The survey also shows that the proportion of Australians who use mobile banking in an average four weeks has risen from 25.3% to 41.5% over this period, while the proportion who use a bank branch has fallen from 35.8% to 26.5%. Meanwhile, 62.8% of millennials now use mobile banking, compared to only 21.5% using branches. They now number 3.17 million users or 38.2% of the total market. This is well above generation X with 2.03 million or 24.5% of total mobile banking users.

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ROY MORGAN RESEARCH LIMITED

News Corp and Fairfax need to take notice of Robert Gottliebsen

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Original article by Michele Levine, Gary Morgan, Julian McCrann, Roy Morgan Research
Market Research Update – Page: Online : 22-Aug-17

Last week the Roy Morgan State of the Nation Media Report showed clearly that although traditional media face considerable challenges, their core product is not broken. In an age of "Fake News" a clear opportunity is available for established media players to exploit the huge "trust" advantages they hold over social media. Many newspaper and magazine publishers have large audiences still engaged with their publications. Advertisers will use "print" as it is a "trusted" media – the print media needs to aggressively "challenge" advertisers using solely digital platforms such as Google and Facebook with now almost 50% of the advertising dollar.

CORPORATES
ROY MORGAN RESEARCH LIMITED, GOOGLE INCORPORATED, FACEBOOK INCORPORATED