TRUST – AUSTRALIA

Net Trust in Australian charities is on the rise over the last few years after hitting a low in mid-2021

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

A special webinar with Roy Morgan CEO Michele Levine which focused on Trust and Distrust in the Australian Charity sector found that Net Trust has been consistently rising over the last few years. However, trust and distrust have fluctuated over recent years. While Charities remain among the most trusted sectors in Australia (third overall behind Consumer Products and Retail in the latest results), the Net Trust Score is still lower than the mid-2020 peak. The Net Trust Score of the Charities sector reached a record high just after the onset of the pandemic, then declined steadily to mid-2021, before recovering from early 2022. The net trust score as of March 2024 has increased by over 50%, and is nearly back to its peak reached in June 2020 in the early days of the pandemic.

CORPORATES
ROY MORGAN LIMITED

Giving it away: Optus’ novel plan to win back customers

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Original article by David Ross
The Age – Page: Online : 23-Jul-24

Optus is offering people the chance to access its mobile network for one week for free, as it tries to win back customers after it was hit by a mass outage in 2023 that impacted 10 million customers. The telco lost thousands of customers after the outage, and Optus MD of customer success Maurice McCarthy says it has been trying to rebuild customer trust since then. McCarthy says the free trial is the first of its kind from an Australian telco, and possibly the world; it will see people get access to 30 gigabytes of data, unlimited standard national calls and 1,000 standard national text messages over a seven-day period.

CORPORATES
SINGTEL OPTUS PTY LTD

Distrust in corporate Australia soars after huge profits and successive scandals but who’s responsible?

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

A special Roy Morgan End of Financial Year webinar with Roy Morgan CEO Michele Levine, and Nine Network Finance Editor Chris Kohler, explored views of corporate Australia including the rising level of distrust across the economy. Distrust of any organisation or sector has increased significantly since the beginning of the pandemic; when there was more trust than distrust. Now 66% of Australians distrust any organisation or sector compared to 41% that trust – a net result of -25% points, down from -17% points a year ago – a decline of 8% points. A quarter of respondents (26%) mentioned greed and companies too motivated by profit or commercial interests as a reason for their distrust compared to 9% who said this when the pandemic began – up 17% points. In comparison fewer than 1% of respondents mentioned they trust organisations because they are not motivated by profit – a net rating of -25% points. When asked directly, 54% of Australians say they distrust corporate Australia more than they used to, compared to only 10% who trust corporate Australia more than they used to. Over a third of Australians (36%) say there has been no change in the trustworthiness of corporate Australia.

CORPORATES
ROY MORGAN LIMITED, NINE NETWORK AUSTRALIA LIMITED, NINE ENTERTAINMENT COMPANY HOLDINGS LIMITED – ASX NEC

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

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

Penny Wong most trusted Australian politician; Peter Dutton most distrusted

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Original article by Roy Morgan
Market Research Update – Page: Online : 13-Dec-23

A Roy Morgan Snap SMS survey has found that Senator Penny Wong has emerged as the political leader with the highest Net Trust Score. She was followed by Shadow Indigenous Affairs Minister Jacinta Nampijinpa Price, who came to the forefront of Australian politics as a lead spokesperson for the successful ‘No’ campaign in the October Voice referendum. Penny Wong retains the position she held in March 2022. Nampijinpa Price and Treasurer Jim Chalmers also record more trust than distrust. Opposition Leader Peter Dutton has emerged as the most distrusted politician (up from second-most distrusted last year). Prime Minister Anthony Albanese has moved into Net Distrust territory, having been a trusted leader in 2022. Meanwhile, Andrew Forrest is the only business leader to record a Net Trust Score. These Roy Morgan Snap SMS surveys were carried out from 28 February to 1 March 2022 and from 16-20 November 2023.

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ROY MORGAN LIMITED

Bunnings overtakes Coles as second most trusted brand

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Original article by Roy Morgan
Market Research Update – Page: Online : 13-Dec-23

Hardware store Bunnings has overtaken Coles as Australia’s second most trusted brand in the 12 months to September 2023. Bunnings was the most trusted brand in Australia in the pre-pandemic era, and was in top spot until May 2020 when overtaken by Woolworths, which has held first place ever since. The most trusted brands are still dominated by major retailers, with Woolworths Bunnings, Coles, ALDI and Kmart rounding out the top five. Meanwhile, telecommunications company Optus remains the most distrusted brand in Australia, even before the recent data outage in early November. Other familiar names near the top of the most distrusted brands include social media giant Facebook/Meta, embattled airline Qantas, private health insurer Medibank and retail giant Harvey Norman.

CORPORATES
ROY MORGAN LIMITED, WOOLWORTHS GROUP LIMITED – ASX WOW, BUNNINGS GROUP LIMITED, COLES GROUP LIMITED – ASX COL, ALDI STORES SUPERMARKETS PTY LTD, KMART AUSTRALIA LIMITED, SINGTEL OPTUS PTY LTD, META PLATFORMS INCORPORATED, FACEBOOK, QANTAS AIRWAYS LIMITED – ASX QAN, MEDIBANK PRIVATE LIMITED – ASX MPL, HARVEY NORMAN HOLDINGS LIMITED – ASX HVN

Virgin Australia, Toyota and Fortescue Metals are Most Trusted Brands in Key Industries for 2023

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Original article by Roy Morgan
Market Research Update – Page: Online : 21-Nov-23

Roy Morgan has presented the annual Roy Morgan Trusted Brand Awards for 2023 in the mining and petroleum, automotive, utilities, food and beverage, and travel and tourism industries. Fortescue Metals Group is the most trusted brand among a field of over 20 of the most prominent mining and petroleum companies; it was the sole entrant in the category to emerge with a positive net trust rating in the 12 months to June 2023. Toyota has topped the industry rankings as the most trusted brand in automotive since Roy Morgan began interviewing Australians about trust and distrust in 2018. The hotly contested utilities category has been won by Perth-based Synergy; it overtook Melbourne-based Red Energy, who were the ‘Most Trusted Utility Brand’ since Roy Morgan began surveying on trust and distrust five years ago. In the Food & Beverage category Cadbury has emerged as the most trusted brand for the second year ahead of more than 80 rival brands. Virgin Australia emerged as the only trusted brand in the Travel & Tourism sector for 2023, taking the title of ‘Most Trusted Travel & Tourism Brand’ from rival Qantas.

CORPORATES
ROY MORGAN LIMITED, FORTESCUE METALS GROUP LIMITED – ASX FMG, TOYOTA MOTOR CORPORATION AUSTRALIA LIMITED, SYNERGY, RED ENERGY PTY LTD, CADBURY AUSTRALIA LIMITED, VIRGIN AUSTRALIA HOLDINGS LIMITED, QANTAS AIRWAYS LIMITED – ASX QAN

Bendigo Bank, AustralianSuper, PayPal and NRMA Insurance are Australia’s most trusted finance and insurance brands

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Original article by Roy Morgan
Market Research Update – Page: Online : 15-Nov-23

The Roy Morgan Trusted Brand Awards for 2023 in the key finance and insurance categories have been presented to Bendigo Bank, PayPal, AustralianSuper, NRMA Insurance and HBF. Other finalists in these categories included the Commonwealth Bank, ING, American Express, QSuper, Australian Ethical and insurance brands RAC, RACQ, HCF and Bupa. The Roy Morgan Trusted Brand Awards bring together outstanding companies and brands from across a range of industries to celebrate and recognise the unmatched levels of trust these organisations hold when compared to their competitors in their respective categories.

CORPORATES
ROY MORGAN LIMITED, BENDIGO BANK, PAYPAL AUSTRALIA PTY LTD, AUSTRALIANSUPER PTY LTD, NRMA LIMITED, HBF HEALTH LIMITED