MARKETING RESEARCH – AUSTRALIA

Bargain-savvy shoppers to splash $10 billion on EOFY sales

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Original article by Roy Morgan
Market Research Update – Page: Online : 5-Jun-24

Australian shoppers are tipped to spend $10.1 billion on mid-year/end of financial year sales in 2024, which is up $800 million (8.6%) from 2023, as retailers showcase their mid-year and tax-time promotions in a bid to entice cash-strapped shoppers. The research by the Australian Retailers Association in collaboration with Roy Morgan shows that 27% quarter of Australians (6.2 million people) will participate in the sales, which is 1% higher than last year. They will each spend an average of $1,638 (up $22 per person from 2023); 35% plan on spending more than last year, 43% plan on spending the same and 22% plan on spending less. The ARA-Roy Morgan Snap SMS survey was conducted with an Australian-wide cross-section of 3,301 Australians aged 18+ on 17- 23 May.

CORPORATES
AUSTRALIAN RETAILERS ASSOCIATION, ROY MORGAN LIMITED

ANZ Roy Morgan Financial Wellbeing Indicator March 2024

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Original article by Roy Morgan
Market Research Update – Page: Online : 15-May-24

Financial wellbeing is the extent to which someone is able to meet all of their current commitments and needs comfortably, and has the financial resilience to maintain this in the future. The ANZ Roy Morgan Financial Wellbeing Indicator is reported as a 12-month moving average, with regular updates showing the changes in aspects of financial wellbeing across locations and for a range of segments in the community. The FWBI is a useful measure of how people are faring in their financial lives in Australia over time. This update examines how financial wellbeing changed in the December quarter of 2023 and year-on-year. While the financial wellbeing of Australians declined further in the December 2023 quarter, the quarterly decline was the smallest since March 2022. Indeed, the spot results show some improvement since June 2023 coinciding with the RBA (November excepted) leaving interest rates on hold during the September and December 2023 quarters. Download the full report.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED – ASX ANZ

Bendigo Bank, Bankwest & ING home loan customers are the most satisfied with their bank after two years of interest rate rises

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Original article by Roy Morgan
Market Research Update – Page: Online : 15-May-24

New financial data from Roy Morgan’s Single Source shows that Bendigo Bank has topped the banking customer satisfaction ratings among home loan customers in early 2024. Bendigo Bank’s home loan customer satisfaction is a market leading 87.7% in March. In second place was Bankwest with customer satisfaction among home loan customers at 86.6%. Filling out the top four banks are ING on 84.6% and Macquarie on 79.9%. The latest data covers the six months to March 2024, and overall home loan customer satisfaction amongst Australia’s top banks collectively was at 74.9% during this period. This represents a collective decrease of 1.1% points from a year ago. CBA had the highest home loan customer satisfaction among the big four banks, with a rating of 76.1% in March. Average home loan customer satisfaction with the big four banks as a group was 72.7%.

CORPORATES
ROY MORGAN LIMITED, BENDIGO BANK, BANKWEST, ING BANK (AUSTRALIA) LIMITED, MACQUARIE BANK LIMITED – ASX MBL, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA

Distrust replaces trust for Coles and Woolworths – and it’s just the beginning

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Original article by Roy Morgan
Market Research Update – Page: Online : 8-May-24

Amidst a massive cost of living crisis, calls for an inquiry into allegations of price gouging and heightened media coverage of profit announcements, trust for Australia’s supermarkets has been decimated. Coles has plummeted 221 places from its December 2023 ranking as Australia’s 5th most trusted brand to become the 9th most distrusted brand (on a 12-month rolling average to March 2024). Woolworths has in turn dropped 32 places from its December 2023 ranking as Australia’s 2nd most trusted brand to become the nation’s 34th most trusted brand in March. Roy Morgan CEO Michele Levine says we have been tracking trust and distrust of brands in Australia for more than seven years, but we have never seen a reputational crash as dramatic as Coles and Woolworths. This is in direct contrast to the soaring reputational trust that they gained during the pandemic. Roy Morgan’s data reveals even more dramatic declines in the coming months; its best estimate is that it will take the two supermarket brands at least two years to recover from such a dramatic reputational crash, and only if they can develop and execute a data-driven recovery strategy that is built on much more than PR and spin.

CORPORATES
ROY MORGAN LIMITED, COLES GROUP LIMITED – ASX COL, WOOLWORTHS GROUP LIMITED – ASX WOW

Saying it with flowers tops the $1 billion cash splash on Mum for 12 May

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Original article by Roy Morgan
Market Research Update – Page: Online : 26-Apr-24

Research from the Australian Retailers Association in collaboration with Roy Morgan shows that Australians are set to spend $995 million on Mother’s Day this year; this is up $70 million (or 7.5%) from 2023. Despite the increased spend, some 400,000 fewer people are set to buy Mother’s Day gifts this year, highlighting the impact of the cost-of-living crunch. The higher overall spend is due to a higher spend per person of $102 (up from $92 in 2023), reflecting inflationary driven price increases and indicating that those who are less affected by cost-of-living pressures are spending more. Flowers, alcohol, or an experience top the gifts for mothers and others. Continuing the trend in recent years, 19% of people who purchase a present will be gifting somebody other than their birth mother. This includes their partner, friend, mother-in-law, grandmother, sister or daughter. The ARA-Roy Morgan Snap SMS survey was conducted with an Australian-wide cross-section of 2,191 Australians aged 18+ from 3-5 April.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION

Roy Morgan Customer Satisfaction Awards 2023: the best brands in banking and finance

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Original article by Roy Morgan
Market Research Update – Page: Online : 24-Apr-24

The 2023 Roy Morgan Customer Satisfaction Awards were presented in Melbourne in mid-April. There were a total of 12 awards in the banking and finance categories, including many companies which backed up on wins a year ago. There were four first time winners, two previous winners returning to the winner’s circle and four companies continuing their winning streaks. One of the most impressive first-time winners was P&N Bank, which won the Bank of the Year award, while the Major Bank of the Year was again won by the Commonwealth Bank after winning nine monthly satisfaction awards during 2023. There were two standouts in the superannuation categories during 2023, with UniSuper winning the Industry Super Fund of the Year for a second straight year and the overall Super Fund of the Year, while Australian Ethical was a first-time winner of the Retail Super Fund of the Year. There were six award winners for the insurance categories, with Australian Unity winning all 12 monthly satisfaction awards to be awarded the Private Health Insurer of the Year – Retail for the first time. Other winners included back-to-back winners RAC (Major General Insurer of the Year) and Real Insurance (Risk & Life Insurer of the Year).

CORPORATES
ROY MORGAN LIMITED, P&N BANK, COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, UNISUPER LIMITED, AUSTRALIAN ETHICAL SUPERANNUATION PTY LTD, AUSTRALIAN UNITY LIMITED, RAC INSURANCE PTY LTD, REAL INSURANCE

Roy Morgan Customer Satisfaction Awards 2023: automotive and airline winners

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Original article by Roy Morgan
Market Research Update – Page: Online : 17-Apr-24

The annual Roy Morgan Customer Satisfaction Awards were awarded in early April, and there were several familiar faces in the automotive and airline winner’s circle. Car Manufacturer of the Year Skoda won a second straight Annual Customer Satisfaction Award. Skoda performed exceptionally well during 2023 by winning 10 monthly awards with an average customer satisfaction of 97.1% – a record high for the category and the second highest for any company. Kia was a first-time winner of the Major Car Manufacturer of the Year; Kia took home five monthly awards to edge out rivals Subaru and Mitsubishi for the overall title, with average customer satisfaction of 91.9%. Meanwhile, Singapore Airlines won the International Airline of the Year award for a fourth straight year (2018, 2019, 2022 & 2023 – the award was not held during the pandemic-impacted years of 2020 and 2021). Virgin Australia won all 12 monthly awards to win the Domestic Airline of the Year for the first time in a decade, and Qantas won the Domestic Business Airline of the Year for the first time since 2020.

CORPORATES
ROY MORGAN LIMITED, SKODA AUTOMOBILOVA AS, KIA MOTORS AUSTRALIA PTY LTD, SINGAPORE AIRLINES LIMITED, VIRGIN AUSTRALIA HOLDINGS LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN

Aussie Broadband wins the Best of the Best Award for Customer Satisfaction for the first time

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Apr-24

Telecommunications group Aussie Broadband has won the Roy Morgan ‘Best of the Best’ Customer Satisfaction Award for the first time, just ahead of car manufacturer Skoda, liquor store chain Dan Murphy’s and supermarket chain ALDI. The ‘Best of the Best’ award goes to the company that achieved the highest customer satisfaction of all 38 winners in the Annual Roy Morgan Customer Satisfaction Awards for 2023. Aussie Broadband enjoyed a stellar year, winning not only the Mobile Phone Service Provider of the year award for the first time but also the Internet Service Provider of the Year award for a third time. Aussie Broadband had customer satisfaction of an exceptional 97.5% in 2023 to beat Car Manufacturer of the Year Skoda by the barest of margins.

CORPORATES
ROY MORGAN LIMITED, SKODA AUTOMOBILOVA AS, AUSSIE BROADBAND LIMITED – ASX ABB, DAN MURPHY’S, ALDI STORES SUPERMARKETS PTY LTD

Roy Morgan unveils Annual Customer Satisfaction Award winners across all categories

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Original article by Roy Morgan
Market Research Update – Page: Online : 12-Apr-24

Roy Morgan has announced the winners of its annual Customer Satisfaction Awards for 2023. The awards recognise outstanding levels of customer satisfaction, as judged by more than 60,000 consumers via the Roy Morgan Single Source survey. The award categories cover sectors such as banking, insurance, superannuation, automotive, retail, telecommunications and utilities. Of the 38 award winners this year, 22 are repeat winners backing up from a victory a year ago. The repeat winners include 13 with a perfect record of 12 monthly wins; there were also seven first-time winners, and four companies returned to the winner’s circle this year after missing out a year ago. Roy Morgan CEO Michele Levine says the Annual Customer Satisfaction Awards are the gold standard in identifying those companies and brands that stay ahead of the pack by knowing what their customers want and delivering it consistently.

CORPORATES
ROY MORGAN LIMITED

Over 4.3 million Australians plan to buy a new vehicle in the next four years – with hybrid vehicles up significantly

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Original article by Roy Morgan
Market Research Update – Page: Online : 10-Apr-24

New data from Roy Morgan shows that 4.3 million Australians plan to buy a new vehicle in the next four years. Petrol vehicles are the most popular, with 1,689,000 Australians (39% of new car intenders) planning to purchase one, although this is down 81,000 from a year ago. However, the preference for purchasing a hybrid or fully electric vehicle (1,880,000, up 191,000) in the next four years has overtaken that of petrol cars for the first time. The biggest mover in the past year has been the rising intention to purchase a hybrid (petrol and electric) vehicle, up 154,000 to 1,273,000 (30% of new car intenders) and easily the second most popular type of vehicle on people’s purchasing radar. Meanwhile, some 607,000 Australians intend to purchase a fully electric vehicle in the next four years, up 37,000 from a year ago. In contrast, only 498,000 Australians intend to purchase a diesel vehicle in the next four years, down 130,000 in a year; now only 12% of ‘new car intenders’ plan to buy a diesel vehicle. These are the latest findings from the Roy Morgan Single Source survey, derived from in-depth interviews with over 1,000 Australians each week and well over 60,000 each year.

CORPORATES
ROY MORGAN LIMITED