MARKETING RESEARCH – AUSTRALIA

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

Sweet spending spree on Easter treats as Australia’s population swells

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Original article by Roy Morgan
Market Research Update – Page: Online : 13-Mar-24

Despite cost-of-living pressures, Australian families will splash out on Easter treats this year, tipped to spend $2.05 billion on hot cross buns, easter eggs or other special food (up 23.5%); this is approximately $400 million more than in 2023. Research from the Australian Retailers Association (ARA), in collaboration with Roy Morgan, shows that 17.3 million Australians plan on buying Easter food and chocolate, up 1 million on a year ago. Despite the increased spend overall, most Australians plan on spending broadly the same amount as last year (63%), with almost a third planning to spend less (29%) and just 8% planning to spend more. Cementing Easter as a family occasion, the 18-34 age bracket will spend the most on treats at $800 million across the country, for an average spend of $136 per head. They are trailed by the 35-49 demographic, who will spend $560 million, or $122 per head. The ARA-Roy Morgan Snap SMS survey was conducted with an Australian-wide cross-section of 2,350 Australians aged 18+ from 23-28 February.

CORPORATES
ROY MORGAN LIMITED, AUSTRALIAN RETAILERS ASSOCIATION

Elders is crowned Australia’s Most Trusted Agribusiness Brand

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

Roy Morgan has announced Elders as Australia’s Most Trusted Agribusiness Brand. Other category winners in the inaugural Trusted Agribusiness Brand Awards include Zoetis, Bendigo Bank, Incitec Pivot, GrainCorp and Ridley. These brands have had an exceptional year by garnering high levels of trust, and exceedingly low or negligible levels of distrust. All eight of the winning brands have demonstrated their market-leading performance by emerging ahead of key competitors in their respective categories. Fifty brands were measured as part of the study involving surveys with over 1,000 Australian farmers. Elders has also been named the ‘Best of the Best’ Most Trusted Agribusiness Brand for 2023, which is awarded to the company with the highest net level of trust. Elders’ success can be attributed to five factors: strong customer relationships, good customer service, experienced and knowledgeable staff, long-standing presence, and reliable products and services.

CORPORATES
ROY MORGAN LIMITED, ELDERS LIMITED – ASX ELD, ZOETIS INCORPORATED, BENDIGO BANK, INCITEC PIVOT LIMITED – ASX IPL, GRAINCORP LIMITED – ASX GNC, RIDLEY CORPORATION LIMITED – ASX RIC

Bunnings replaces Woolworths as Australia’s most trusted brand

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

Bunnings has again been crowned Australia’s most trusted brand in the 12 months to December 2023, dethroning Woolworths. Bunnings lost its title as Australia’s most trusted brand to Woolworths in May 2020. However, Bunnings has shown a strong recovery since October 2022, achieving the largest improvement in trust among all trusted brands. Australians’ distrust in companies has grown in the last year, with reasons including corporate greed, poor customer service, unaffordable prices, dishonesty, unethical practices, and poor privacy practices. However, Bunnings has managed to buck the trend against an economic environment where trust has eroded. Meanwhile, Optus remains the most distrusted brand in Australia. It is followed by social media giant (and former and long-standing most distrusted brand) Facebook/Meta, embattled airline Qantas, private health insurer Medibank and media giant News Corp. All four have faced significant scandals in recent years.

CORPORATES
ROY MORGAN LIMITED, BUNNINGS GROUP LIMITED, WOOLWORTHS GROUP LIMITED – ASX WOW, SINGTEL OPTUS PTY LTD, META PLATFORMS INCORPORATED, FACEBOOK, QANTAS AIRWAYS LIMITED – ASX QAN, MEDIBANK PRIVATE LIMITED – ASX MPL, NEWS CORP AUSTRALIA PTY LTD, NEWS CORPORATION – ASX NWS

Super fund satisfaction improves since low in July 2023 with strong performances from HESTA, Unisuper & REST Super

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Original article by Roy Morgan
Market Research Update – Page: Online : 6-Mar-24

New data from Roy Morgan’s Superannuation Satisfaction Report shows that overall satisfaction with the financial performance of super funds was 66.7% in January 2024. This is an increase of 1.7% points since the low reached in July 2023 (65.0%). There has been improvement across the different categories of super funds since the middle of last year. A standout performer over the last six months has been Self-Managed Funds, which have increased their customer satisfaction by 2.4% points to 76.8%; this is the highest level of customer satisfaction for Self-Managed Funds since April 2022. Customer satisfaction for Industry Funds has also increased significantly on six months ago, up by 1.8% points to 68.6%. Overall customer satisfaction for Public Sector Funds is up by 0.9% points from six months ago to 72.1%. However, customer satisfaction with Retail Funds is up by only 0.4% points to 60%. The report’s findings are from Roy Morgan Single Source, Australia’s most trusted consumer survey, compiled by in-depth interviews with over 60,000 Australians each year.

CORPORATES
ROY MORGAN LIMITED

Roy Morgan wins three-year contract to deliver domestic tourism statistics for Austrade

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Feb-24

From 2025, Roy Morgan will provide Austrade with the world’s best practice survey methodology, big data integration and modelling techniques to deliver accurate domestic tourism statistics. Roy Morgan has reimagined the future of domestic tourism statistics to move Austrade and its stakeholders to the forefront of tourism intelligence with a new platform that will drive the future of Australia’s tourism industry, which is estimated to be worth in excess of $160 billion. Portia Morgan, the Head of Client Services at Roy Morgan, says that using face-to-face interviewing, which is the gold-standard for surveying the population, enhanced with big data and cutting-edge data science techniques, Roy Morgan will be delivering a future-proofed system that will be cost effective, reliable, and accurate. She adds that Roy Morgan has been delivering survey-based tourism insights via its Holiday Tracking Survey for 20+ years and the company is thrilled to be working with Austrade and the broader industry to provide a deeper of understanding of how many people are travelling, where they go, what they do and how they spend their valuable tourism dollars.

CORPORATES
ROY MORGAN LIMITED, AUSTRADE

New report reveals Roy Morgan is one of Australia’s leading data companies – with in-depth information on millions of Australians based on their Helix Personas

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Original article by
Market Research Update – Page: Online : 20-Feb-24

Roy Morgan leads the way as one of Australia’s leading data companies. A special in-depth report into Australia’s leading data companies interviewed Roy Morgan CEO Michele Levine and Executive Chairman Gary Morgan about the role the company plays in compiling data and building profiles of different Australians. One of Roy Morgan’s key products is ‘Helix Personas’ which profiles people under headings such as "young and platinum", "smart money", "cautious conservatives", "fair go", "working hard" and nearly 50 other personas. For example, the "young and platinum" group love their mobile devices and are "always on the hunt for the shiny, new and cool" and "making the rent". Their income is around the $64,000 a year mark and they can often be found "living a conventional life centred around family". Roy Morgan CEO Michele Levine confirmed that the Helix Personas market segments are based on statistical information, not data from individual people. "It’s totally ethical. Unlike Facebook or any of these things, it’s not any particular individual", Roy Morgan’s chief executive Michele Levine, said.

CORPORATES
ROY MORGAN LIMITED