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Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction for New Zealand with October 2011 results showing that Air New Zealand Link is leading with 88% of its domestic customers ‘very’ or ‘fairly’ satisfied. Air New Zealand follows closely at 87%.
The competitive supermarket grocery market will now be able to be clearly understood and analysed using the recently released Roy Morgan Supermarket and Fresh Food Currency Report. This new Roy Morgan report will shine a spotlight on the $76 billion a year supermarket grocery market.
In the 6 months to November 2011, Internode (94%) and iiNet (91%) continue to maintain their lead in customer satisfaction. Satisfaction for OPTUSnet has risen to 80% of Australians aged 14+ being ”Very” or “Fairly” satisfied. Overall customer satisfaction with Internet service providers increased to 75%, according to the Roy Morgan Internet Monitor.
Overall satisfaction with Mobile phone service providers remained stable with 68% of customers being either “Very” or “Fairly” satisfied, in the 6 months to November 2011.
Approximately 3 million New Zealanders aged 14+ own or use a mobile phone – and new research from Roy Morgan shows that more New Zealanders are now using their mobile phones to send text messages (89%) than making phone calls (80%).
The National Australia Bank has taken the lead in December 2011 among the big four banks in consumer banking satisfaction with 78%, just edging out the ANZ with 77.9%. However, among business customers Westpac is the clear leader with 67.6% and the NAB well behind in third place on 62.8%.
There are currently an estimated 2.9 million drivers 18+ on New Zealand roads today. According to the latest Roy Morgan October 2011 data, Suzuki have the highest proportion of satisfied drivers.
Almost 7.8 million Australians – or 42% of the population – aged 14+ years watch cricket on television almost always or occasionally, according to the latest Roy Morgan Single Source data (October 2010 – September 2011).
Online banking is a good example of how the internet is changing customer interaction with financial service providers. According to the latest Roy Morgan September 2011 data, online banking has experienced solid growth over the last ten years (up 33.1% to 45.1%), at the expense of all other methods of interacting with a bank, such as branch visits (down 9.6% to 52.3%) and phone banking (down 16.6% to 23.7%).
Satisfaction amongst Banks’ business customers increased in December to 65.5%, up from 65.2% in November. St George was the clear leader amongst the major banks with a satisfaction rating of 71.4%. The closest big 4 bank was Westpac with 67.6% satisfaction.
Millers and Katies rated equal number one with more of their customer’s satisfied than any other clothing store, according to the Roy Morgan Retail Satisfaction Report for September 2011.
According to Roy Morgan Research, 91% of Australians 14+ have either sought advice from, or been the source of advice for their friends/family with the most talked about topic being about cars.
Aldi (94%) gained in customer satisfaction for the fifth month in a row, ahead of Coles who have once again matched their highest ever satisfaction result (88%). Woolworths and IGA (85%) both lifted their satisfaction scores on the back of long term declines, according to the latest Roy Morgan Supermarket Satisfaction Report.
Business Confidence in December rose marginally to 117.2 from 115.7 in November. Confidence amongst businesses in Australia has now increased for the fifth consecutive month making it well above the low point of 99.8 recorded in July 2011. This improvement was in spite of global economic uncertainty and very volatile share markets. The recent drop in interest rates probably assisted the improvement.
Nearly 6.7 million Australians – or 36% of the population – aged 14+ years say that they almost always or occasionally watch the Australian Open on television, according to the latest Roy Morgan Single Source data (October 2010 – September 2011).
The majority of Australians aged 14+, 13.2 million (71%), consume yoghurt of some kind in a 12 month period; and 11.4 million (61%) consume yoghurt in an average 4 week period.
More than 80% of the 2.16 million people intending to buy a new car in the next 4 years are still aware of the Astra nameplate; according to the latest Roy Morgan Automotive Currency Report.
Unless you have young kids of your own, guessing what kids really like can be a risky business for marketers. For example, which cartoons are the favourite of kids 6-13? Would you have guessed ‘Spongebob Squarepants’ – ahead of the Simpsons, Bugs Bunny, Scooby Doo & Mickey Mouse?
The average superannuation balance held by women at $92,000 is 40% below the average held by men ($154,000). In terms of the more typical or median value the difference is even greater with women being 45% below that of men ($28,000 compared to $51,000), according to the latest Roy Morgan ‘Superannuation and Wealth Management in Australia’ Report.
Crowne Plaza and Sheraton continue to share the lead for hotel customer satisfaction, both with 91% of customers satisfied for the twelve months to November 2011. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 80% for the year ending November 2011.
The latest Roy Morgan Airline Customer Satisfaction Report covering the three months to November 2011 during which time Qantas grounded all planes for days shows:
Some 29.3 million Americans buy greeting cards in an average 12 month period and 13.4 million Americans buy gift wrapping paper, according to Roy Morgan data.
76% of all Australians aged 14+ years listen to the radio, and 54% listen during Breakfast (5.30am to 9.00am) according to the latest Roy Morgan Single Source data (October 2010 – September 2011).
Alcoholic cider continues to be one of the few growth segments in the alcohol category in Australia, according to the latest Roy Morgan Research data.
Champagne/sparkling wine and spirits/RTDs are particularly popular with Australian alcohol drinkers during the Christmas holiday period, according to the latest Roy Morgan Research data.
Buying skin care and cosmetic products can be a difficult task for women. Supermarkets, pharmacies and department stores are flooded with brands and products, whilst the likes of Jennifer Lopez, Megan Gale and Christy Turlington drive glitzy advertising campaigns selling the latest L’Oreal or Maybelline wonder product.
More kids are now receiving money as a Christmas gift – some 66% of young Australians aged 6-13 received money for Christmas – this is up 4% from 62% in 2007. While many save their Christmas money, there is a wide range of other ways young Australians choose to spend their money, according to the latest Roy Morgan Understanding Young Australians Report.
According to the latest Roy Morgan Single Source data (October 2010 – September 2011), Australians aged 14+ years consider magazines and the internet to be the most useful media for information on products and purchasing in the home improvement/renovations category.
In the 12 months to September 2011, 29% of Australians aged 14+ (5.3 million) own a Smartphone. Nearly two thirds (61%) of Australians who earn over $150,000 own a Smartphone, according to the Roy Morgan Mobile Phone Monitor.
Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction data in its Roy Morgan Airline Customer Satisfaction Report. The October 2011 quarter shows Qantas leading at 84%, but suffering a decline in recent months from a high point in June 2011. Virgin Australia at 81% has recovered after suffering a dip in satisfaction as a result of its September 2010 reservation and check-in systems failure.
Sheraton and Crowne Plaza continue to share the top position for hotel customer satisfaction, both with 91% of customers satisfied for the twelve months to October 2011. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 80% for the year ending October 2011.
Retravision, received a marginal gain in satisfaction levels in the September 2011 quarter that has pushed the Electrical store retailer up to parity with The Good Guys. This coincides with a decline in satisfaction at both Dick Smith and Betta Electrical, according to the Roy Morgan Retail Satisfaction Report for September 2011.
New Zealand’s leading independent market research organisation, Roy Morgan Research, today launched its latest State of the Nation Report, the third in the ongoing series that investigates the important intertwining trends that form the New Zealand nation.
According to the latest Roy Morgan Leading Indicators Report for October 2011, an estimated 2,182,000 Australians (excluding fleet government & rental buyers) are intending to buy a new car in the next 4 years. This is up on the September result of 2,120,000 and remains above the long-term average1 of 2,065,000.
In 2011, young adults in New Zealand are spending more time using the Internet than any other media - overtaking the time the spent watching TV, according to the Roy Morgan Single Source (July 2011).
Despite New Zealanders moving towards a lifestyle of lower alcohol consumption, Cider consumption continues to increase. According to the Roy Morgan New Zealand State of the Nation Report 3, the proportion of Cider drinkers has nearly tripled in the last two years.
A majority New Zealanders (63%) are now either overweight or obese, according to the recently released Roy Morgan New Zealand State of the Nation Report 3 - a major study of New Zealanders spanning over ten years and 120,000 interviews.
According to the latest Roy Morgan Single Source data (October 2010 – September 2011), of all the regular programs on television in 2011, Packed to the Rafters and Downton Abbey recorded the highest number and greatest proportion of the most attentive, engaged TV viewers.
Broadband and mobile phones are growing to dominate the communication space and displacing the traditional fixed land line. Having an internet connection at home is now as common as having a fixed land line at home, according to the recently launched Roy Morgan State of the Nation Report 9.
The traditional ethnic cuisines of Australia’s earlier immigrants – Chinese (73%) and Italian (60%) – remain the most popular international cuisines among Australians; however they are being challenged by new influences such as Thai (52%), Indian (45%) and Mexican (38%).
Australia’s leading independent market research organisation, Roy Morgan Research, today launched its latest State of the Nation Report, the ninth in the ongoing series that investigates the important intertwining trends that form the Australian state.
Over the past eight years there has been a move away from larger cars and strong growth in the number of Australians driving Small Passenger Cars and SUVs (Sport Utility Vehicles), according to the latest, recently released, Roy Morgan State of the Nation Report 9.
The past 13 years has seen a significant decline in home ownership. Now 35.2% of Australians aged 14 and over own their home outright or live in a family owned home (down from 45.5% in June 1998), according to the recently released Roy Morgan State of the Nation Report 9.
Retravision, received a marginal gain in satisfaction levels in the September 2011 quarter that has pushed the Electrical store retailer up to parity with The Good Guys. This coincides with a decline in satisfaction at both Dick Smith and Betta Electrical, according to the Roy Morgan Retail Satisfaction Report for September 2011.
Some 17.9 million Americans buy boxed chocolate in an average 12 month period, according to Roy Morgan data.
There are an estimated 2.2 million drivers 18+ on New Zealand roads today, driving a car registered in either their own name or jointly with someone else according to the latest Roy Morgan Single Source data. Approximately 1.8 million, or 85.2% of these drivers have some form of motor vehicle insurance (either Comprehensive Insurance or Third Party Property Insurance), a decline of 4.6% points since July 2007.
It’s no secret that many Australian women love chocolate and according to the latest Roy Morgan Research data over 6.7 million women (72% of Australian women aged 14+) consume it in an average 4 week period.
Vodafone has seen a second consecutive increase in the 6 months to October 2011, with 62% of their customers aged 14+ being either ‘Very’ or ‘Fairly’ satisfied, according to the latest Roy Morgan Mobile Phone Customer Satisfaction Survey.
In the six months to October 2011, Internode continued its upward trend with customer satisfaction at 96%. OPTUSnet widened its gap from the Industry Average (74%) with 78% of its Australian customers aged 14+ being ‘Very’ or ‘Fairly’ satisfied with their Internet service, according to the Roy Morgan Internet Satisfaction Survey.
After declining in popularity since 2007, travel agents have recently shown a slight increase as a channel for booking an overseas holiday. According to the latest Roy Morgan Travel Agents Monitor for the twelve months to September 2011, 55% of Australians used a travel agent to book their last overseas holiday or leisure trip, up from 53% in December 2010, but still well down on 71% in June 2007. The increase in use of travel agents has come at the expense of direct bookings of accommodation and bookings through airlines.
With a marginal uplift in satisfaction for Priceline Pharmacy in the third quarter of 2011 they now share the lead with Amcal according to the Roy Morgan Retail Satisfaction Report for September 2011.
A quarter of Australians planning a Christmas holiday are intending to visit Victoria (25% up from 24% last year) according to the Roy Morgan Research Holiday Tracking survey. This now places Victoria only 1% behind New South Wales who, 12 months ago, led Victoria by 5% points. Melbourne maintains its position over Sydney, with 9% intending to visit Melbourne and 6% Sydney.
Over 2 million Australians now use Apple iPhone: 53% are females and 47% are males, and 24% are under 25, but 17% are over 50.
If parents are still searching for gift ideas for children this Christmas, Roy Morgan Research’s ‘Understanding Young Australians’ report shows iPods were rated as ‘cool’ by the highest proportion of Australian 6-13 year olds, compared with other items.
It looks likely that Panadol will be the number one headache/pain relief brand purchased over the ‘silly season’ ahead. And for those looking to load up on vitamins, it is likely Nature’s Own or Blackmores will be the supplement of choice, according to Roy Morgan Research September health data.
Nearly 4.22 million - or 23% of - Australians aged 14+ watch soccer on television according to the latest Roy Morgan Single Source data (October 2010 – September 2011).
Despite only two percentage points separating all Department stores*, the latest results reveal both Myer and David Jones still marginally outperformed the remaining Department stores* in customer satisfaction, according to the Roy Morgan Retail Satisfaction Report for September 2011.
In the September 2011 quarter around 12.6 million (68%) Australians 14 years or older intend to take at least one holiday in the next 12 months, down from 70% in September 2010 according to the Roy Morgan Research Holiday Tracking Survey.
According to the latest Roy Morgan Single Source data (October 2010 – September 2011), Australians aged 14+ years consider the internet and magazines to be the most useful media for information on products and purchasing in the health, wellbeing and fitness category.
In the year to September 2011, 73% of women (6.8 million) aged over 14 years have used skin care products. Of course, the proportion is significantly lower for men at 29% (2.7 million).
7.2 million (39%) Australians aged 14+ consumed sweets such as lollies, toffees, éclairs and caramels in the last 4 weeks, according to Roy Morgan Research.
Australians spent $11.2 billion dollars on poker machines in the 12 months to September 2011, down from $13.1 billion in the twelve months to September 2010 and now below the $11.7 billion spent during the Global Financial Crisis in 2008/09.
Sheraton and Crowne Plaza continue to share the top position for hotel customer satisfaction, both with 91% of customers satisfied for the twelve months to September 2011. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts at 80% for the year ending September 2011.
Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction data in its Roy Morgan Airline Customer Satisfaction Report. The September 2011 quarter shows Qantas leading at 85%, but has suffered a decline in recent months from a high point in June 2011. Virgin Australia at 80% has recovered after suffering a dip in satisfaction as a result of its September 2010 reservation and check-in systems failure.
Dan Murphy’s continues its dominance of the Australian Liquor market, gaining in both market share & patronage in the 12 months to September 2011, with 1st Choice Liquor following a similar trend.
According to the latest Roy Morgan Single Source data (July 2011), 52% of the New Zealand Drivers population aged 18+ years said they would seriously consider buying a Hybrid vehicle.
In July 2011 around 2.5 million (72%) of New Zealanders 14 years or older intend to take at least one holiday in the next 12 months, down from 74% in July 2010 and 78% in July 2006.
According to the latest Roy Morgan Single Source data (October 2010 – September 2011), Fairfax’s The Australian Financial Review, Sydney Morning Herald and The Age all increased their net masthead readership (ie. the combined readership of a newspaper’s printed version and website), compared to the previous 12 month period (October 2009 – September 2010).
In the latest Roy Morgan Mobile phone Satisfaction survey, to September 2011, Vodafone increased their mobile phone customer satisfaction level to 61%, after a period of decline.
Internode (93%) and iiNet (90%) continue to maintain their strength in customer satisfaction. TPG (80%) and OPTUSnet (76%) remain relatively stable and above the industry average (74%). Telstra BigPond (72%) showed a slight improvement from last month. Clustered closely together are 3 (66%), dodo (65%), and AAPT (63%), who are still below the industry average.
According to the latest Roy Morgan Leading Indicators Report for September 2011, an estimated 2,120,000 Australians are intending to buy a new car in the next 4 years. This is up on the August result of 2,059,000 and above the long-term average1 of 2,064,000.
Aldi (92.5%) remained ahead in customer satisfaction on the back of three months of consistent gains, while Coles remained unchanged in second place (87.5%). Woolworths (84%) dropped marginally, but are comfortably ahead of IGA (82%) who are showing a downward trend, according to the latest Roy Morgan Supermarket Satisfaction Report.
According to the latest Roy Morgan Single Source data (July 2010 – June 2011), 58% of the Australian population aged 14+ years report watching digital television channels*.
As of July 2011, Canterbury had the most fans of any ITM Cup team with 421,000 supporters (aged 14+). They are followed by Auckland with 344,000 and Wellington with 290,000, according to recently released Roy Morgan Research sports data.
According to the latest Roy Morgan Single Source data (July 2010 – June 2011), Melbourne’s Herald Sun has the highest net ‘masthead readership’ in Australia.
With over 10.4 million Australians (56% of the population aged 14+) consuming coffee in an average week, Australia truly can be viewed as a nation of coffee drinkers.
As Americans hit the stores for Halloween, candy retailers will be hoping this year is better than last Halloween. Roy Morgan Research found that fewer American households last year bought Halloween candy than before the recession – down to 29% last Halloween.
Champion race horse Black Caviar is set to be watched by nearly 6.3 million Australians when she races for a 16th win in a row at Flemington on Saturday week in the Patinack Farm Classic on Emirates Stakes Day, November 5, 2011 according to the latest telephone Morgan Poll conducted over the last two nights, October 25-26, 2011.
TV2’s Big Bang Theory has topped the list of New Zealand’s most loved television programs, up from 2nd place in 2010. Big Bang Theory is closely followed by TV3’s Outrageous Fortune, ranked New Zealand’s 2nd most loved program (up from its 3rd place position last year).
The percentage of Australians who intend to travel domestically on their next holiday in the next twelve months has declined 3% in a year to 55%, according to the Roy Morgan Research Holiday Tracking Survey conducted in the three months to August 2011.
Crowne Plaza and Sheraton share the top position for customer satisfaction, both with 90% of customers satisfied for the twelve months to August 2011. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 80% for the year ending August 2011.
Aldi (92%) lead in customer satisfaction following two months of consistent gains, ahead of Coles (87.5%). Woolworths (84.5%) continue to trend down from their October 2010 high, but still narrowly ahead of IGA (84%), according to the latest Roy Morgan Supermarket Satisfaction Report.
The Internet is the most popular method of booking a holiday for New Zealanders, ahead of making a phone call, and booking in person. According to the latest Roy Morgan NZ Travel Agent Monitor for the twelve months to June 2011, 41% of New Zealanders used the Internet or email to book their last holiday or leisure trip, up from 30% for the twelve months to March 2008.
Roy Morgan Research is now releasing quarterly Domestic Airline Satisfaction for New Zealand with August 2011 results showing that Air New Zealand is leading with 87% of its domestic customers ‘very’ or ‘fairly’ satisfied. Air New Zealand Link follows closely at 86%.
Satisfaction with the financial performance of BT (55.3%) and MLC’s (53.6%) superannuation has experienced strong growth since August 2010, improving by 10.2% points and 8.7% points respectively against a market wide growth of only 1.5% points to 52.9%. In the last month alone, BT has shown an improvement of 5.5% points in customer satisfaction. These are the latest findings from the Roy Morgan Research “Superannuation Satisfaction Report”, which is based on interviews with over 30,000 superannuation members per annum.
Roy Morgan Research released the first results from their national NBN business survey, which examines business awareness, attitudes and understanding of the NBN at the CommsDay Melbourne Congress on October 12, 2011.
Over the past 2 years, the popularity of the Internet as a channel of obtaining Private Health Insurance has increased by nearly 50%, but still only accounts for 10.3% of all policies. The traditional channels, being telephone and in person to a branch, remained the predominant way Private Health Insurance is obtained, but have declined by nearly 10% over the same period.
Marriott, top performer in July 2010, has slipped to 6th place. Mantra and Crowne Plaza share the top position for customer satisfaction, both with 90% of customers satisfied for the twelve months to July 2011. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 79% for the year ending July 2011.
According to the latest Roy Morgan Automotive Currency Report, almost half of the 15 million Australian drivers 18+ on our roads today would seriously consider buying a diesel vehicle.
The percentage of Australians who intend to go overseas on their next holiday in the next twelve months is at the highest point for the last five years (10%), according to the latest Roy Morgan Research Holiday Tracking Survey conducted in the three months to July 2011.
For the first time Roy Morgan Research is releasing quarterly Domestic Airline Satisfaction data in its Roy Morgan Airline Customer Satisfaction Report. The quarterly data shows that Qantas is leading at 87%, but Virgin Australia at 81% is regaining lost ground after suffering a dip in satisfaction as a result of its September 2010 reservation and check-in systems failure.
According to the Roy Morgan Health Monitor 54% of American women, representing an estimated 1.4 million women, who have skin cancer and 51% of women, representing 946,000 women, who have breast cancer are aged 65 years and older. Further, over 80% of women with skin cancer and nearly 80% of women with breast cancer are aged 50 years and older.
According to the Roy Morgan Health Monitor, although only 13% of all Americans have an infection, it can happen to anyone – those with an infection are like any other American in terms of socio-economic backgrounds, geographic regions and attitudes and behavior.
As of June 2011, Brisbane Broncos had the most fans of any NRL team with 1,284,000 supporters (14+). They are followed by Melbourne Storm with 892,000 supporters and St George Illawarra Dragons with 585,000 supporters, according to new Roy Morgan Research sports data.
According to the latest Roy Morgan Travel Agents Monitor, the number of Australians visiting travel agent websites (e.g. webjet.com.au & flightcentre.com.au) has increased over the past year (3.3 million for the twelve months to June 2011 up from 3.0 million for the twelve months to June 2010). By contrast, airline website visitation has remained unchanged over the past year at 3.0 million.
The Nine Network’s Big Bang Theory has topped the list of Australia’s most loved television programs, up from its 9th place position in 2010.
According to the Roy Morgan Health Monitor, 25% of all people suffering from lung and breathing illnesses still smoke. In other signs of bad health, although almost three quarters of people with lung and breathing illnesses (74%) say “I would like to lose weight” and 51% say “I’m concerned about my cholesterol level”, 84% purchased from a fast food restaurant in the last four weeks and 72% agree that “I like healthy food but don’t want to compromise on taste”.
Satisfaction amongst Banks’ business customers increased to 62.5% in August, up from 61.7% in July. The highest rating of the major banks was St George 68.1%, followed by Suncorp 65.6%, Westpac 64.2%, ANZ 63.9%, CBA 60.9% and NAB 59.8%.
In the first full month of surveying following the dramatic slide in the ASX in early August, Roy Morgan Business Confidence steadied at 101.8, up marginally on the 99.8 recorded in July. This improvement was mainly as a result of the improved outlook for the economy over the next 12 months.
Some 10% of Australians had at least one holiday in Melbourne last year making it the most popular domestic holiday destination – just ahead of Sydney. But overall the outlook for domestic travel is down.
In the six months to June 2011, overall customer satisfaction with Internet service providers continues to increase marginally to 74% of Australians aged 14+ being ”Very” or “Fairly” satisfied.
Amcal outperformed Priceline Pharmacy and Chemist Warehouse in customer satisfaction, as well as six other leading pharmacy groups in the Chemist Stores category, according to the Roy Morgan Retail Satisfaction Report for June 2011.
According to the latest Roy Morgan Leading Indicators Report for July 2011, an estimated 637,000 Australians are intending to buy a new car in the next 12 months. This is up on the June result of 602,000 and above the short-term average2 of 611,000.
As of June 2011, Sydney Swans had the most fans of any AFL team with 1,042,000 supporters (14+). They are followed by Collingwood with 913,000 and Brisbane Lions with 824,000, according to recently released Roy Morgan Research sports data.
According to the Roy Morgan Health Monitor, three quarters of cancer sufferers (75%) say “I really want to enjoy things now because I just don’t know what the future will bring” and 72% agree “I’m optimistic about the future”.
The Good Guys outperformed Retravision for satisfying more of their customers, and were significantly ahead of Betta Electrical and Dick Smith in the latest customer satisfaction for electrical stores, according to the Roy Morgan Retail Satisfaction Report for June 2011.
In the six months to June 2011, Virgin recorded its third consecutive increase in Mobile Phone Service Provider Satisfaction, with 81% of Australians aged 14+ being either “Very” or “Fairly” satisfied. Telstra also continued to improve, with marginal improvements in customer satisfaction to 66%.
In the first survey of Business Confidence following the dramatic slide in the ASX in early August, confidence improved marginally to 102.1 from 99.8 in July. This improvement was not uniform across all industries and was due to the feeling that things will improve over the next one to five years.
Since December 2010, Coles (87.5%) continues to lead Woolworths (85%) in customer satisfaction, however Aldi remains the clear market leader (91.2%). Coles also remains narrowly ahead of IGA according to the latest Roy Morgan Supermarket Satisfaction Report.
With mobile phone penetration (87%) now higher than fixed line penetration (82%), concerns are increasing about health risks associated with mobile phones, according to the latest Roy Morgan Research Mobile Phone Monitor.
A total of 84% of domestic Qantas customers were ‘very’ or ‘fairly’ satisfied for the 12 months to June 2011, with Virgin Australia slightly behind at 80%, according to the latest Roy Morgan Airline Customer Satisfaction Report.
Crowne Plaza maintains the top position for customer satisfaction, but competition is tight. The Roy Morgan Research Hotel Customer Satisfaction Survey measures 27 accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 79% for the year ending June 2011.
Internode (93%) and iiNet (90%) continue to maintain their lead, ahead of OPTUSnet (77%). AAPT (72%), Telstra BigPond (72%), dodo (70%), Vodafone (63%) and 3 (62%) all recorded increases in satisfaction but are still slightly lower than the industry average (74%), according to the latest Roy Morgan Internet Service Provider Customer Satisfaction Report.
The satisfaction gap between Industry Funds and the Big 6 Retail Superannuation Funds has narrowed due to the improvements being seen by the Retail Funds since December 2010. Industry Funds (53.1%) continue to lead the Big 6 Retail Funds (49.6%) by 3.5% in the six months to June 2011, however this is a marked improvement by the Retail Funds which trailed the Industry Funds by 5.8% in the six months to December 2010. These are the latest findings from the Roy Morgan Research “Superannuation Satisfaction Report”, which is based on interviews with over 30,000 superannuation members per annum.
The latest Roy Morgan Single Source research on bottled water including Cool Ridge, Frantelle, Mount Franklin, Pump, You’ll Love Coles and other brands, showed consumption of bottled water is on the decline. In the year to March 2011, 15% of the Australian population consumed bottled water in an average week compared to 19% in March 2006.
The latest Roy Morgan Research reveals that 80% of toothbrush users brush more often with a manual toothbrush, 17% opt for a battery or electric powered model most often, with 3% using both. Colgate dominates the manual toothbrush segment while Oral B leads the battery operated/electric toothbrush segment.
Roy Morgan Research provides the industry currency in readership figures. It is the most influential survey on newspaper and magazine readership in Australia and ensures selection of the most appropriate publications to reach Population 14+ markets.
The Internet is the media channel considered the most reliable source for business news by the majority of Australian businesses. National newspapers rank second followed by television according to the latest Roy Morgan Business Single Source survey – a nationwide survey of 13,381 businesses.
Australian businesses expect new media (Internet, Mobile Phones and Social Media) to be more important in their media spend in the coming year, and traditional media to be less important, according to the latest Roy Morgan Business Single Source survey - a nation-wide survey of 13,381 businesses.
In the six months to May 2011, Telstra recorded its third consecutive increase in customer satisfaction. They have gained 2% since February 2011, with 65% of customers currently being either ‘Very’ or ‘Fairly’ satisfied.
There are currently an estimated 14.9 million drivers on Australian roads today. Approximately 8.7 million of these drivers are in cars from Asian owned brands, an increase of almost 22% over the last 5 years. With more than half of all cars on Australian roads originating in Asia, Lexus and Honda have the highest portion of satisfied drivers; according to the March Roy Morgan Automotive Currency Report.
Crowne Plaza continues to hold the top position for customer satisfaction, however competition remains tight. The Roy Morgan Research Hotel Customer Satisfaction Report measures twenty-seven accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 79% for the year ending May 2011.
A total of 84% of domestic Qantas customers were ‘very’ or ‘fairly’ satisfied for the 12 months to May 2011, up from 82% for the 12 months to June 2010. Qantaslink was at 81% satisfaction for the year ended May 2011, with Virgin Australia slightly behind at 80%, according to the latest Roy Morgan Airline Customer Satisfaction Report.
Consumer satisfaction with the big four banks continued its upward trend in June with a 1.2% point increase over May to reach 74.8%, the second highest level achieved over the last 15 years. Business Bank Customers, on the other hand, are well behind with only 61.6% satisfied and over 200,000 being either ‘fairly’ or ‘very’ dissatisfied with their bank. These are the latest findings from the June Roy Morgan Research Consumer and Business Banking Satisfaction Reports.
Australians who obtain their superannuation through one of the “Big 6” planning groups continue to be confused about their planners independence. This confusion is particularly apparent where the branding is different to that of the owner, such as Hillross which is part of the AMP Group, or Garvan which is owned by NAB/MLC. These are just some of the findings from the Roy Morgan Research Superannuation & Wealth Management in Australia report.
There are currently an estimated 14.9 million drivers on Australian roads today. Approximately 1 million of these drivers are in European cars, an increase of 45% over the last 5 years. With so many more people driving European owned makes it is interesting to see that Volvo and Renault drivers are the most satisfied with their current vehicles; according to the March Roy Morgan Automotive Currency report.
Although expenditure on poker machines has declined since 2002 it still represents more than half of the total expenditure by Australians on gambling. Australians spent $12.3 billion dollars on poker machines in the 12 months to March 2011, down from $14.0 billion in the twelve months to December 2002.
In the latest customer satisfaction for electrical stores, Retravision fell slightly behind The Good Guys but is still ahead of Betta Electrical according to the Roy Morgan Retail Satisfaction Report for March 2011.
Around 12.5 million (67%) Australians 14 years or older intend to take at least one holiday in the next 12 months, according to the latest Roy Morgan Research Holiday Tracking Survey conducted in the three months to May 2011.
A total of 83% of domestic Qantas customers were ‘very’ or ‘fairly’ satisfied for the year ending April 2011, ahead of Virgin Blue (renamed in May as Virgin Australia) at 80%, according to the latest Roy Morgan Airline Customer Satisfaction Report.
Crowne Plaza holds the top position for customer satisfaction, however competition continues to be tight. The Roy Morgan Research Hotel Customer Satisfaction Survey measures twenty-seven accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 79% for the year ending April 2011.
Autobarn reaffirmed their lead over Repco and Supercheap Auto for satisfying more of their customers in the 12 months to March 2011, holding onto the top position in the Auto stores category according to the Roy Morgan Retail Customer Satisfaction Report.
Crowne Plaza and Mantra continue to hold the top positions for customer satisfaction. The Roy Morgan Research Hotel Customer Satisfaction Survey measures twenty-seven accommodation providers, with the latest data showing the average satisfaction for all Hotels and Resorts is 79% for the year ending March 2011.
Amcal now ranks equal first with Chemist Warehouse and Priceline Pharmacy with 90% of their customers satisfied according to the March 2011 Roy Morgan Retail Satisfaction report for Australia.
When purchasing alcohol, ‘good value’ is an important factor among alcohol buyers, followed by proximity (‘close to home’), ‘good range’ and ‘has all the brands I want.’ For younger buyers (aged 18-34) these factors are even more important - according to the latest Roy Morgan consumer poll data.
Over 7.5 million Australians who have superannuation (66%) have not started planning for retirement, including over 1 million in the critical pre-retirement (50-64) age group. This combined with the fact that knowledge of superannuation is fairly poor, with only 46% of those with superannuation regarding themselves as “Very Knowledgeable” or “Fairly Knowledgeable” about the subject, presents a problem to wealth managers and the Government to get people more involved in planning for their own retirement. These are some of the latest findings from the Roy Morgan Research Retirement Planning Report which has just been released.
According to the latest Roy Morgan Research data, in the six months to April 2011 Virgin recovered from its recent decline in customer satisfaction, with 79% of its customers being either “Very” or “Fairly” satisfied, up from 76% in the previous period.
In the six months to April 2011, dodo (68%) continued to show improvement, up a further 2% from the previous period ending March 2011, and up 9% from the period ending October 2010.
Consistent customer satisfaction results at Coles, along with lower satisfaction from Aldi, IGA and Woolworths customers, have placed Coles in a stronger position in overall customer satisfaction according to the April release of the Roy Morgan supermarket satisfaction report.
70% (12.9 million) of Australians 14 years or older intend to take at least one holiday in the next 12 months. The media types these holiday intenders consider most useful in deciding travel and accommodation are the internet (62%), followed by newspapers (13%), magazines (8%), yellow pages (5%), and catalogues and television (4% each), according to the latest Roy Morgan Research Holiday Tracking Survey conducted in the three months to March 2011.
The gender disparity between university degree holders in New Zealand was non-existent as of December 2010, according to the New Zealand State of the Nation report – a major study of New Zealanders by Roy Morgan Research spanning over ten years and 120,000 interviews.
This release is an update to May 2011 of the Roy Morgan Business Survey.
Customers of the Big Six Retail Funds are less satisfied with the investment performance of their superannuation than Industry Fund members. In the six months to March 2011, 52.1% of industry fund members were satisfied with the investment performance of their super, while only 46.8% of members of the Big Six Retail Funds (the big four banks, AXA and AMP) were satisfied. These are the latest results from the Roy Morgan Research Superannuation Satisfaction Report.
83% of Qantas customers were “very” or “fairly” satisfied with the airline’s domestic services as at the year ended March 2011; holding steady on the previous month.
Satisfaction levels for Aldi customers have dropped for a second month in a row according to the March 2011 Roy Morgan Supermarket Satisfaction report. In the same report, results for Coles and Woolworths reveal both supermarkets up marginally in satisfaction by their customers, whilst IGA remained unchanged.
The Reject Shop ranked number one for bargain stores in customer satisfaction for the 12 months to March 2011, according to the latest data released in the Roy Morgan Retail Satisfaction Report.
Crowne Plaza, Mantra and Westin narrowly lead over their 24 competitors in the February 2011 Roy Morgan Research Hotel Customer Satisfaction Survey. According to the latest survey findings the average satisfaction for all hotels and resorts is 79%.
Travel agents have recently shown a slight increase as a channel for booking an overseas holiday after declining in popularity since 2007. According to the latest Roy Morgan Travel Agents Monitor for the twelve months to March 2011, 55% of Australians used a travel agent to book their last overseas holiday or leisure trip, up from 53% in December 2010, but still well down on 71% in June 2007. The increase in use of travel agents has come at the expense of direct bookings of accommodation and bookings through tour operators.
Mitre 10 for the first time in four years leads in customer satisfaction for hardware stores. The March 2011 results show they narrowly lead over their nearest competitor Bunnings, according to the latest data released in the Roy Morgan Retail Satisfaction Report.
In the 12 months to December 2010, an average of 22% of Australians were asked for advice on health and nutrition information by family and friends. Also, an average of 22% asked family and friends for advice on health and nutrition information, according to the latest Roy Morgan Research Health Monitor.
For the first time ever, more Australians are using internet banking than visiting a bank branch, according to the Roy Morgan State of the Nation report - a major study of Australians spanning well over a decade with almost a million interviews.
There are nearly 11 million people in Australia who are in paid employment of which 28% plan to change organisations in the next 12 months. Men are more likely than women to be considering changing organisation.
In the six months to February 2011, overall customer satisfaction with Mobile phone providers dipped 1% point with 69% of Australians aged 14+ being ”Very” or “Fairly” satisfied.
Over 9.6 million Australians (53% of the population aged 14+) consume chocolate bars in an average 4 week period, according to the latest Roy Morgan Research findings. Chocolate bar consumers are more likely to be female and aged 14-24 years.
12.9 million (70%) of Australians 14 years or older intend to take at least one holiday in the next 12 months, according to the latest Roy Morgan Research Holiday Tracking Survey conducted in the three months to February 2011.
The Roy Morgan February Supermarket Satisfaction Report reveals an underwhelming month of satisfaction results at all four of the major supermarkets – none showing an increase. Aldi’s impressive run of recent increases in customer satisfaction was put on hold and Woolworth’s satisfaction has stabilised after three consecutive months of decline. However both Coles and IGA lost ground after their recent notable satisfaction gains.
With automotive implications from the Japanese disaster yet to be determined, the latest Roy Morgan Automotive Leading Indicators Report shows long term car buying intention is down in March. An estimated 2,115,000 Australians intend to buy a new car in the next 4 years (excluding Fleet, Government and Rental Buyers). This is down on the February 2011 figure of 2,217,000, but remains 52,000 vehicles above the long term average2; according to the latest Roy Morgan Leading Indicators Report for March 2011.
Overall customer satisfaction with Internet service providers continued to remain steady with 73% of Australians aged 14+ being ”Very” or “Fairly” satisfied for the six months to February 2011. However, during this period there were a number of changes amongst the providers.
The latest Roy Morgan Airline Satisfaction Report shows 83% of Qantas customers were “very” or “fairly” satisfied with the airline’s domestic services as at the year ended February 2011, enabling Qantas to maintain its hold on the number one position.
Over 10 million Australians (84% of household grocery buyers) purchase dishwashing liquid in an average year according to the latest Roy Morgan Research findings.
According to the latest Roy Morgan Research Business Survey results, the outlook for major media as a reliable source of business news for Australian businesses remains strong. In the same survey businesses also share their thoughts on the importance of each media in the marketing mix for the next 12 months.
The highly successful launch of Cleo magazine in 1972 saw its readership rapidly pass the million people mark. Almost 40 years later this was reprised in a different medium, with a reported 1.295 million people watching Sunday night’s ABC TV story of Cleo’s launch (Paper Giants: the Birth of Cleo) followed by 1.344 million for Monday night’s finale.
When booking accommodation directly, the Internet has overtaken the telephone as the method of choice for Australian holiday/leisure travellers 14+.
In the six months to January 2011, on average 7 in 10 customers were either “Very” or “Fairly” satisfied with their mobile phone service provider; this represents a decrease of 1% point from the previous month.
A declining percentage of Australians gambled in 2010 according to the latest Roy Morgan data. In 2010, 60% of Australians 18+ (an estimated 10.3 million) have gambled in an average three month period, down from 64% in 2009, and 72% in 2002.
Traditional Australian pastimes of entertaining friends and enjoying the outdoors have now been surpassed by the household computer, according to the Roy Morgan State of the Nation report, a major study of Australians spanning over a decade with almost a million interviews.
In the six months to January 2011, overall customer satisfaction with Internet service providers remained steady at 73% of Australians aged 14+ being ”Very” or “Fairly” satisfied.
Chemist Warehouse and Priceline Pharmacy both lead customer satisfaction with 90% in the 12 months to December 2010, according to the latest data released in the Roy Morgan Retail Satisfaction Report.
Mantra and Crowne Plaza continue to narrowly lead over their 25 competitors in the Roy Morgan Research Hotel Customer Satisfaction Survey. According to the latest Roy Morgan Research data the average satisfaction for all Hotels and Resorts is 79%, with 13 hotels and resorts above and 14 hotels and resorts below this average.
12.9 million (70%) of Australians 14 years or older intend to take at least one holiday in the next 12 months, according to the latest Roy Morgan Research Holiday Tracking Survey conducted in November 2010 to January 2011.
Overall customer satisfaction at Aldi increased to 95% according to the Roy Morgan Supermarket satisfaction report for January 2011. This now places Aldi comfortably ahead of nearest rival IGA by five percentage points.
There are nearly 2 million people in New Zealand who are in paid employment. Of these people, men are more likely than women to be considering changing organisation.
An estimated 11,646,000 Australians have superannuation. This represents 64% of Australians aged 14+ (78% of the working aged population: 18-64). For those Australians with superannuation, superannuation is by far the largest anticipated source of retirement income (50%) followed by the age pension (19%), real estate investments (16%) and investments and savings (13%).
Virgin Blue’s international airline V Australia, has overtaken Air New Zealand and Singapore Airlines in customer satisfaction, with 91% of its customers ‘very’ or ‘fairly’ satisfied for the 12 months to January 2011.
Australians now say Internet is the most useful media for information about Health, Wellbeing and Fitness products. Magazines and newspapers more valued amongst the older population, according to Roy Morgan Health MAP, a major new study of Australian Health, Wellbeing and Fitness spanning some 5 years and over 100, 000 interviews.
With an impressive 88% of their customers being satisfied with The Athlete’s Foot, they have outperformed all sports stores measured in the 12 months to December 2010 Roy Morgan Retail Satisfaction report for Australia.
An estimated 2,308,000 Australians intend to buy a new car in the next 4 years (excluding Fleet, Government and Rental Buyers). This is well up on the December 2010 figure and misses the peak monthly result recorded in July 2008 by only 22,000 cars. The result is also ahead of the long-term average2 of 2,069,000 according to the latest Roy Morgan Leading Indicators Report for January 2011.
According to the latest Roy Morgan Internet Monitor, 72% of Australians aged 14+ visited a Search website and 72% visited a Portal in the period October - December 2010. The top website visited was Google Search with 71% of Australians 14+ saying they had visited it in the previous 4 week period. Facebook was in second place with 42%.
The number of Australian adults classified within an acceptable weight range continues to decrease, according to the Roy Morgan State of the Nation report – a major study of Australians spanning well over a decade with almost a million interviews.
Over the year to December 2010, 15.4 million Australians bought milk. As the “milk war” between Woolworths and Coles hots up, data from Roy Morgan Research illustrates the market power of home brand products.
Over 9.5 million Australians (53% of the population) purchase margarine or butter in an average month according to the latest Roy Morgan Research findings.
Detailed below are readership results from the Roy Morgan Young Australians Survey, covering the period January – December 2010. The sample for this release is 3,372. Readership results from the January – December 2009 Young Australians Survey are included for comparison.
Newspaper readership varies by day of week for the major metro dailies with weekend newspapers attracting higher audience numbers than weekday newspapers.
Over 15 million Australians (84% of the population aged 14+) used deodorant last year (in 2010) according to the latest Roy Morgan Research findings.
In the six months to December 2010, 84 % of Virgin Mobile customers, and 80% of 3 customers were either “Very” or “Fairly” satisfied with their mobile phone service providers. 3 increased their satisfaction rating by 2% pts from the previous 6 months to November 2010, whilst Virgin Mobile remained steady.
In the year ending June 2010, 88% of Young Australians aged 6 to 13 used the internet. In the last 4 weeks playing online games was the number one Internet pastime for Young Australians, with 64% of boys and 54% of girls using the internet for this purpose.
Garages and workshops have a commanding share of total customers for servicing and repairs, with an estimated 2 million (35%), while dealers have a total of 1.5 million customers (26%) in the year to November 2010. Garages and workshops have the highest level of satisfaction, at 90%, for those drivers 18+ who have had their vehicle serviced or repaired in the last 3 months and increasingly drivers are choosing them over dealers for servicing.
Customers of Qantas’ domestic services are the most satisfied for the 12 months to December 2010, with 83% either “fairly” or “very” satisfied.
Crowne Plaza and Mantra lead over their 25 competitors in the Roy Morgan Research Hotel Customer Satisfaction Survey. According to the latest Roy Morgan Research data the average satisfaction for all Hotels and Resorts is 79%, with 15 hotels and resorts above and 12 hotels and resorts below this average.
12.6 million (68%) of Australians 14 years or older intend to take at least one holiday in the next 12 months, according to the latest Roy Morgan Research Holiday Tracking Survey conducted in October to December 2010. This is the lowest December quarter recorded since 2006.
Satisfaction of Aldi customers jumped in the December results, revealing a four year high in satisfaction. Aldi successfully retained its lead for the 2010 year end results, despite a reasonable gain in customer satisfaction for IGA. Coles and Woolworths experienced little change in satisfaction levels in the same period, leaving them trailing behind IGA.
The internet is clearly considered to be the most useful media when purchasing a new car and is also the fastest growing according to the latest Roy Morgan Automotive Currency Report. In addition, the internet has remained the fastest growing media for ten years, with 2010 maintaining the rate of growth.
There is little difference between the attitudes of boys’ and girls’ towards advertising and media except in relation to magazines and competitions.
More than half of all children aged 6 to 13 are the main decision maker when it comes to buying games (53%) and toys (53%).
Overall customer satisfaction with mobile phone service providers steadied in November 2010, with 71% of people aged 14+ saying they were satisfied with their mobile service provider. This is the same as last month, having grown from 68% in May 2010.
Overall customer satisfaction with internet service providers by Australian people aged 14+ increased marginally to 73% in the six months to November 2010, from 72% for the six months to May 2010.
An estimated 636,000 Australians intend to buy a new car in the next year (excluding Fleet, Government and Rental Buyers). This is the first decrease in short term intentions since August 2010, with levels remaining well above the short term average1 of 609,000, according to Roy Morgan Automotive Leading Indicators for December 2010.
Of the nine million Australians who have shopped on the Internet, Big Spenders on discretionary items like entertainment and travel are over-represented, according to the new Roy Morgan Internet Shopper Profile Report.
Customers of Air New Zealand and Singapore Airlines are the most satisfied international travellers (89%) for the 12 months to November 2010.
With the new year’s programming for 2011 hotting up, all eyes will again be on the battle of Australia’s top amateur chefs in Seven Network’s My Kitchen Rules and Network 10’s MasterChef. Roy Morgan Research data provides a very interesting profile of each show’s audience from 2010 and there are identifiable differences in consumer habits of both programs.
Over 9.5 million Australians (76% of household grocery buyers) purchase laundry powders in an average year according to the latest Roy Morgan Research findings.
Aldi retain the number one spot by increasing their lead over nearest rival IGA in the November results for supermarket customer satisfaction. The report also revealed Coles and Woolworths positioned equally in satisfaction ranking behind IGA.
Children aged 6 to 13 spend more time watching television than on any other media with an average of 14.8 hours (14h:48m) spent per week.
The 5.6 million people who watch tennis on television are more likely than the general population to be high income earners according to the latest Roy Morgan Research findings.
Overall customer satisfaction with their internet provider in October 2010 has risen 1% point to 73% since May 2010. Telstra continues to close the gap to the industry average, decreasing from 8% to 4% below average.
12.8 million (69%) of Australians 14 years or older intend to take at least one holiday in the next 12 months, according to the latest Roy Morgan Research Holiday Tracking Survey conducted in September to November 2010.
Best & Less and Big W have overtaken David Jones to be in first place with 88% customer satisfaction for the department/ discount department store category.
In the 12 months to September 2010 6.6 million Australians (37%) bought vitamins, this figure has grown by 3% points, an increase of 776,000 over the last 3 years. The proportion of women who bought vitamins is higher than men, growing to 44%, compared to only 29% for men.
Crowne Plaza, Mantra and Hilton lead over their competitors. Tough competition in this market in the last 12 months has led to a considerable narrowing of the gap in the satisfaction ratings between hotels according to the latest Roy Morgan Research data.
Overall customer satisfaction with mobile service providers continues its upward trend and has increased to 71% in the six months to October 2010.
More Australians are choosing to buy online with half of the Australian population 14 years and over (approximately 9.1 million) having ever bought a product or service over the Internet in the 12 months to September 2010.
Over 7 million Australians (41% of the population) purchase instant coffee (not decaf) in an average month according to the latest Roy Morgan Research findings.
Women represent 45% of the estimated 2.0 million Australian drivers who today intend to purchase a car in the next 4 years, but have very different priorities when selecting a new car.
An estimated 665,000 Young Australians (29% of the Australian population 6-13 years) especially choose to watch Nickelodeon on Pay TV. According to the Roy Morgan Young Australian Survey, the second channel which Young Australians watch is the Disney Channel with 557,000 (25% of the Australian population 6-13 years).
Aldi maintain the top position in customer satisfaction in October 2010. IGA were not far behind after increasing by one percentage point on the previous month. Woolworths and Coles remained relatively stable in their satisfaction scores, with the ranking of the supermarkets unchanged according to latest Roy Morgan Supermarket Satisfaction Report for October 2010.
An estimated 709,000 Australians intend to buy a new car in the next year (excluding Fleet, Government and Rental Buyers). This is the best result since February 2008, and well above the short term average1 of 608,000, according to Roy Morgan Automotive Leading Indicators for November 2010.
Crowne Plaza has edged ahead of the competitors in terms of customer satisfaction – 88% of customers now satisfied or very satisfied, according to the latest Roy Morgan Research Hotel Satisfaction report. Hilton (87%), Mantra (86%), Marriot (85%) and Quest (84%) are all close behind.
In the three months to October 2010, 69% (12.8 million) of Australians 14 years or older intend to take at least one holiday in the next 12 months. This is down slightly on the October 2009 quarter result of 70% (12.4 million).
Four out of the five major mobile phone service providers have improved their customer satisfaction ratings in the six months to September 2010.
The Athlete’s Foot with 91% of customers satisfied or very satisfied and Williams the Shoemen (90%) are the clear market leaders in customer satisfaction and well above the average for shoe stores (85%).
Qantas customers are the most satisfied (82%) of all domestic airlines for the 12 months to October 2010, taking over from Regional Express (81%).
The Reject Shop have held on to the top position once again in the bargain store category for satisfying more of their customers, ahead of Crazy Clark’s and Sam’s Warehouse.
Borders once again lead the book store category for customer satisfaction, taking back the number one position from Dymocks, a position which they held for just one quarter.
Consideration for Diesel vehicles has grown consistently for the last two years, from 37% in the quarter to July 2008, to 46% for the quarter to August 2010.
A declining percentage of Australians are gambling according to the latest Roy Morgan data. For the 12 months to September 2010, 61% of Australians 18+ (an estimated 10.4 million) have gambled in the last three months, down from 64% in September 2009, and 72% in September 2003.
An estimated 685,000 Australians intend to buy a new car in the next year (excluding Fleet, Government and Rental Buyers). This is the best result since February 2008, and well above the short term average1 according to Roy Morgan Automotive Leading Indicators for October 2010.
Millions of Australians rely on a “Trusted Adviser” for advice on everything from cars and restaurants to mobile phones. For example over one in three (6.6 million) Australians aged 14+ are trusted advisers for eating out at restaurants.
Internode remains the market leader with customer satisfaction of 97% followed by iiNet at 90%. Overall customer satisfaction with Internet Service Providers has increased by 1% point to 73% in the six months to September 2010, compared to the six months to March 2010.
The industry average customer satisfaction for Mobile Service Providers increased to 70% in August 2010, from 69% in July. Virgin customers’ satisfaction (83%) remains well above the industry average (70%) and their nearest competitor (3, with 76%).
The Internet has become the most popular method* used by Australians to book a holiday.
In the 12 months from September 2009 to September 2010, the TSB Bank showed the biggest improvement in customer satisfaction of all New Zealand banks (+5.3% points) to increase its clear market leadership with 91.8% customer satisfaction. In the same period the National Bank improved by 4.6% points (to 83.3%) to be the best of the major banks.
Approximately 3.7 million Australians (21%) would like to take a holiday in Asia in the next two years, up from 19% for the 12 months to September 2009, and 15% in the 12 months to September 2001. Although Asia has shown long-term growth in preference, Europe is still the most preferred overseas holiday destination with 27% of Australians saying they would like to take a holiday there, up slightly from 26% for the 12 months to September 2009.
Autobarn held the top position in September and increased their lead over Repco and Supercheap Auto for satisfying more of their customers in the 12 months to September 2010, according to the Roy Morgan Retail Customer Satisfaction report in the Auto stores category.
For the first time in five years, consumer intentions for Sports Utility Vehicles (SUVs) have eclipsed those for small cars according to the August 2010 Roy Morgan Research New Buyer Intention report. The increase has been driven by intentions for existing major models, with the Toyota Prado, Ford Territory and Subaru Outback having the greatest growth.
Internode (95%) and iiNet (91%) top the latest Roy Morgan customer satisfaction rankings for Internet Service Providers (ISPs).
The latest development for Facebook is the release of Project Titan, their new internet messaging platform. It has been described as a system that combines SMS, chat, e-mail, Facebook IM, etc. in one place (that is, within Facebook).
Football in all it’s forms remains one of the highest viewing areas on television, these audiences are critical to delivering rights revenue for each code from the Free To Air (FTA) and Pay TV operators.
Australians continue to desert the traditional large family car in droves, according to a new buyer intentions report from Roy Morgan Research.
Hilton and Crowne Plaza have edged ahead of their competitors in terms of customer satisfaction ratings. Mantra, Marriot and the Intercontinental are close behind. The customer satisfaction rating of the Intercontinental has steadily declined since February 2010, and has now reached its lowest level in over two years (84.5%).
Customers of international airlines Air New Zealand (88.6%) and Singapore Airlines (88.5%) continue to be the most satisfied. V Australia has increased its rating from 84.4% in the 12 months to June 2010 to 86.4% in the 12 months to September 2010 to place it in clear third position.
Aldi maintain the top position in customer satisfaction in September 2010 and continue to recover from their lowest ever recorded result two months prior. IGA were not far behind after increasing by almost five percentage points in 6 months. Woolworths and Coles recorded marginal drops in their satisfaction scores, now ranking them third and forth respectively according to latest Roy Morgan Supermarket Satisfaction Report for September 2010.
Well over half of adult Australians are either overweight or obese and both groups are trending upwards. An estimated 5.6 million (34%) of Australians aged 18 plus are overweight, with a body mass index (BMI) between 25 and 30. A further 25% (estimated to be 4.3 million people) are obese, with BMI’s over 30. This is up by a million, representing a 3% point increase in the incidence of obesity over the past decade.
Approximately 12.9 million Australians (70.4%) intend to take at least one holiday in the next 12 months. This is up on the September 2009 quarter result of 69.4% (12.3 million) and also up from the August 2010 quarter result of 70.0% (12.8 million).
The portability of radio and its great ability to reach people in their workplaces gives this media a unique opportunity to target hard to reach professions.
With a lead over nearest rival Bunnings of almost 3% points, Home Hardware was the top hardware store for customer satisfaction, according to the latest data released in the Roy Morgan Retail Satisfaction Report for the 12 months to June 2010.
An estimated 615,000 Australians intend to buy a new car in the next year (excluding Fleet, Government and Rental Buyers). This is up strongly on the August 2010 figure of 519,000, and back up above the short-term average* for the first time in three months, according to the Roy Morgan Automotive Leading Indicators for September 2010.
The July 2010 Roy Morgan New Zealand Banking Customer Satisfaction Survey shows a small decline in customer satisfaction levels for the big five banks compared to June, which goes against the improving trend in the last 12 months.
In the latest Roy Morgan Research Holiday Tracking Survey for the August 2010 quarter 70.0% (12.8 million) of Australians 14 years or older, intend to take at least one holiday in the next 12 months. This is up on the August 2009 quarter result of 68.9% (12.2 million) but no real change from the July 2010 quarter result of 70.1% (12.7 million).
According to the latest Roy Morgan Airline Satisfaction data for the 12 months to August 2010, Regional Express (REX) continues to maintain the highest customer satisfaction rating of 82.1%, but Qantaslink (82.0%) and Qantas (81.7%) have gained ground and the top three now have less than one percentage point separating them.
According to the latest Roy Morgan Research Hotel Satisfaction data, Sofitel has replaced the Marriott as the leading hotel brand in terms of customer satisfaction ratings. The Marriott moved into fourth position behind Crowne Plaza and Westin. The Intercontinental, the previous long term leader in hotel satisfaction, has fallen out of the top five and is now at the lowest level in two years (86.8%).
This Sunday, the Roosters play the Dragons in the 2010 NRL Grand Final. Special Roy Morgan Research available on NRL Supporters reveals that despite matching up for the big game there are major differences between the two supporter groups.
According to the June 2010 Roy Morgan Automotive Currency Report Subaru drivers recorded the highest level of satisfaction (93.7%) of the top 10 manufacturers. Honda drivers are the next most satisfied (92.7%) closely followed by top placed local manufacturer Toyota (92.4%).
The latest Roy Morgan Supermarket Satisfaction Report for August shows Aldi remains in top place with IGA and Woolworths both vying for second position. Woolworths continued to gain ground, increasing satisfaction levels by 2.9% points in the last 4 months. Aldi performed the strongest in August, recovering from their lowest ever recorded satisfaction level in July. Both Coles and IGA recorded marginal drops in their satisfaction scores.
The latest data released in the Roy Morgan Retail Satisfaction Report for the 12 months to June 2010 reveals that Chemist Warehouse was the number one chemist for customer satisfaction, followed by My Chemist and Terry White.
The latest data released in the Roy Morgan Retail Satisfaction Report for the 12 months to June 2010, reveals Ikea with the highest level of customer satisfaction of furniture stores, just ahead of Harvey Norman.
According to the Roy Morgan Automotive Leading Indicators for August 2010, an estimated 2,117,000 Australians intend to buy a new car in the next 4 years (excluding Fleet, Government and Rental Buyers). This is marginally down on the July 2010 figure of 2,189,000, but remains comfortably above the long-term average* of 2,053,000.
According to the June 2010 Roy Morgan Automotive Currency Report, Ford (74.8%) has the highest advertising recall amongst the 2 million plus long-term new car buying intenders*, closely followed by local rivals Holden (72.9%) and Toyota (70.7%).
According to the Roy Morgan Retail Customer Satisfaction report for the 12 months to June 2010, Autobarn customers were the most satisfied in the car accessories and car care products stores category.
This Saturday, St. Kilda play Collingwood in the 2010 AFL Grand Final. Special Roy Morgan Research available on AFL Supporters reveals that despite matching up for Australian sport’s biggest annual game — there are several differences between the two sets of supporters in this year’s AFL Grand Final.
According to the latest Roy Morgan Research Health Monitor, the incidence of lifestyle related conditions including high blood pressure and cholesterol, along with chronic illnesses such as diabetes, cardiovascular disease, angina, heart attack and stroke is significantly higher amongst residents of country Australia than amongst city dwellers.
The June 2010 Roy Morgan Retail Satisfaction report for Australia reveals the Australian Geographic Shop as the top non food retailer in terms of satisfaction, with 91.5% of its customers satisfied. Both Dymocks and JB Hi-Fi had the second highest score with 90.4%.
In the 12 months to June 2010, buying online now accounts for 12% of all sales of CDs DVDs and HiFi accessories, just ahead of Books where 11% of all consumer dollars on Books are spent online rather than in-store.
The latest Roy Morgan Games Console data shows that 19% of New Zealanders aged 14+ (651,000 people) live in a household that owns a handheld games console. Sony PSP dominates with 10% (352,000 people) of New Zealanders having a PSP in their household. Nintendo DS follows with 7% (227,000 people).
According to the latest Roy Morgan Automotive Monitor, 2.7 million Australian drivers (18.5%) have been involved in an accident in the last five years.
In the latest Roy Morgan Research Holiday Tracking Survey for the July 2010 quarter 70.1% (12.7 million) of Australians 14 years or older, intend to take at least one holiday in the next 12 months. This is up on both the June 2010 quarter result of 69.0% (12.5 million) and the July 2009 quarter result of 67.5% (12.0 million).
According to the June 2010 Roy Morgan Travel Agent Brand Health and Holiday Booking Trends Report, the Internet (38.2%) has become the most popular source of information* used by Australians to help choose their overseas holiday destination.
According to the latest Roy Morgan Airline Satisfaction data for the 12 months to July 2010, Air New Zealand continues to maintain its high customer satisfaction rating of 90%, with Singapore Airlines also at 90% and now sharing the lead.
According to the latest Roy Morgan Research Hotel Satisfaction data the Marriott has maintained a very slim lead over its main ‘top-end’ competitors. Tough competition in this market in the last 12 months has lead to a considerable narrowing of the gap in the satisfaction ratings between hotels.
The latest Roy Morgan Supermarket Satisfaction Report for July shows both Woolworths and IGA closing in on Aldi’s top spot in supermarket satisfaction. With IGA increasing by 3.6% points in the last 4 months, and Woolworths up 2.5% points in 3 months, both supermarkets are performing strongly. Aldi remained relatively stable for a second month, whilst Coles dropped to last position despite only marginal change for July.
The June 2010 Roy Morgan New Zealand Banking Customer Satisfaction Survey reveals positive shifts in the overall satisfaction levels for most banks. TSB retains it’s position as having the highest satisfaction levels, despite recent declines.
Over the past decade, the proportion of Australians who have paid for alternative health services has increased from 7.2% to 9.5% and the trend is rising. This represents an increase of 583,000 people, from an estimated 1,110,000 in the year to March 2001 to 1,693,000 in the year to March 2010.
According to the Roy Morgan Automotive Leading Indicators for July 2010, an estimated 557,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is down on the June 2010 figure of 600,000 and well below the long term average of 607,000*.
The latest Roy Morgan Mobile Phone Monitor has shown that in the 6 months to June 2010 Virgin continued to set the pace with 78.8% of their customers either ‘very’ or ‘fairly’ satisfied with their overall service, followed by Vodafone (73.9%) and 3 (73.5%).
The latest Roy Morgan Supermarket Satisfaction Report for June reveals that Aldi have dropped in overall customer satisfaction, for a second consecutive month, bringing the four supermarkets to the closest margin in over five years. Coles and Woolworths both improved, whilst IGA remained relatively unchanged.
The latest Roy Morgan Games Console data shows that 18.7% of New Zealanders aged 14+ (649,000 people) live in a household with a next generation games console. PlayStation 3 leads with 7.9% of New Zealanders (275,000) having one in their household. Xbox 360 has 7.6% (264,000) while Wii has 6.5% of New Zealanders (223, 000).
According to the latest data from the Roy Morgan Mobile Phone Monitor, when it comes to discretionary expenditure iPhone and BlackBerry users are ‘big spenders’. ‘Big Spenders’ comprise the top third of the population in terms of discretionary spending, ie money spent after purchase of basic necessities (67.4% of iPhone users and 74.6% of Blackberry users are big spenders).
In the latest Roy Morgan Research Holiday Tracking Survey for the June 2010 quarter, 69.0% (12.5 million), of Australians 14 years or older, intend to take at least one holiday in the next 12 months. This is up on both the June 2009 quarter result of 67.1% (11.9 million) and the June 2008 quarter result of 65.5% (11.4 million).
The latest data released in the Roy Morgan Retail Satisfaction Report reveals Dymocks just ahead of Borders for customer satisfaction of book stores for the 12 months to June 2010.
According to the latest Roy Morgan Research Health Monitor, the four years to March 2010, have shown a 3% point reduction in the incidence of smoking (estimated as 260,000 fewer smokers aged 18 plus)down to a level of 17% of the overall population (an estimated 2,860,000 smokers).
Marriott has replaced Intercontinental as the leading hotel brand in terms of customer satisfaction ratings, according to the latest Roy Morgan Research Hotel Satisfaction data. Satisfaction for Intercontinental has fallen to its lowest level in the last four years, and it is now third behind Marriott and Crowne Plaza.
Regional Express (REX) has rated highest in terms of domestic airline customer satisfaction, followed closely by Qantas, according to the latest Roy Morgan Research Airline Satisfaction data.
According to the latest Roy Morgan Internet Satisfaction data, Internode (93.4%) is still the top performer for customer satisfaction while iiNet (89.9%) appears to be closing the gap from 5.6% points in the 6 months to April 2010 to 3.5% points in the 6 months to May 2010.
According to the Roy Morgan Automotive Leading Indicators for June 2010, the number of Australians intending to buy a new car in the next four years is 2,190,000. This is up on the May 2010 figure of 2,073,000 and well above the long term average of 2,052,000*.
The latest data released in the Roy Morgan Retail Satisfaction Report for the 12 months to March 2010 reveals Jacqui E has the highest customer satisfaction of all the clothing stores.
In the 6 months to May 2010, Roy Morgan Research Data have shown Virgin maintains a lead at 79.2% when it comes to customer satisfaction, with 3 and Vodafone vying for second place (73.6% and 74% respectively).
The latest retail customer satisfaction report in Australia reveals that The Athlete’s Foot still leads in the shoe store category (87.7%) in the 12 months to March 2010.
While Australians as a whole still spend more time viewing television than consuming other media, it is a very different story when looked at by different ‘Generations’ .1 Time spent on the Internet for both Generation Y and Z is now at a level that is comparable to television.
An estimated 13% of Australians (2.25 million) have participated in some type of online activity using their mobile phone in an average four week period, up from 8% in 2008, according to the latest Roy Morgan Research data.
Internet betting is becoming more popular according to the latest Roy Morgan Research Single Source data. For the twelve months to March 2010, 1.5% of Australians 18+ (an estimated 250,000) say they usually bet via the Internet, up from 0.5% in the twelve months to December 2002.
The latest data released in the Roy Morgan Retail Satisfaction Report reveals Home Hardware as the top hardware store for customer satisfaction for the 12 months to March 2010, more than 3% points ahead of its nearest competitor Bunnings.
The latest retail customer satisfaction report in Australia reveals that Sports Power has emerged as the sports store with the highest percentage of satisfied customers at 85.9% in the 12 months to March 2010.
In the latest Roy Morgan Research Holiday Tracking Survey for the May 2010 quarter, 69.2%, an estimated 12.5 million Australians 14 years or older, intend to take at least one holiday in the next 12 months. This is up on both the May 2009 quarter result of 67.0% (11.8 million) and the May 2008 quarter result of 66.3% (11.5 million).
The latest Roy Morgan Supermarket Satisfaction Report for May reveals that IGA, for a second consecutive month, have increased their customer satisfaction level placing them ahead of Coles and Woolworths, despite a small improvement from Woolworths. The other two major players, Aldi and Coles, both had declines in customer satisfaction levels.
There are approximately 1.8 million drinkers in Australia who consume 22 or more glasses of alcohol in a 7 day period, which equates to 11% of the adult population. These heavy drinkers account for 51% of all alcohol volume consumed. These results came from the May 2010 Roy Morgan Liquor Consumption Report.
The latest Roy Morgan Supermarket report shows that, in an average 4 week period IGA has 4.15 million customers and Franklins has 542,000 customers. However almost a quarter (23%) of Franklins customers also shop at IGA in an average 4 week period, so the gain in customers for IGA will be 418,000 new customers.
The latest data released in the Roy Morgan Retail Satisfaction Report for the 12 months to March 2010 reveals David Jones and Myer top the customer satisfaction list of department/discount department stores.
Intercontinental Hotels has narrowly maintained its lead in customer satisfaction ratings, according to the latest Roy Morgan Research Single Source data. Mantra, Crowne Plaza, Marriott and Hilton have all closed the gap on Intercontinental and there is now less than a two percentage point gap between the top five hotels.
An estimated 29% of Australians (5.2 million) have participated in some type of online social media activity in an average four week period, according to the latest Roy Morgan Research data for the year ended March 2010.
The latest Roy Morgan Games Console data shows that 24% of Australians aged 14+ (4.3 million people) live in a household that owns a handheld game console. Nintendo DS dominates with 16% of Australians (2.7 million people) having a DS in their household. Sony PSP follows with 7% (1.3 million people).
The latest data released in the Roy Morgan Retail Satisfaction Report for the 12 months to March 2010 reveals The Reject Shop and Sam’s Warehouse top the customer satisfaction list of bargain stores.
Air New Zealand, Singapore Airlines, and Etihad Airlines retain the top three positions for satisfaction. Virgin Blue’s International Airline, V Australia, recorded an increase in International Airline customer satisfaction to 83% ahead of Qantas at 80%. This means Qantas has dropped from seventh to eighth position, according to the latest Roy Morgan Research Airline Monitor.
According to the latest Roy Morgan AutoMAP, the majority of Australian drivers who would seriously consider buying a fully electric (plug-in) vehicle expect they will spend under $25,000 on their next car.
According to the latest Roy Morgan Research Banking Customer Satisfaction Report St George has taken a clear lead over the ANZ which is the best of the big four banks whilst Westpac is now in fifth place behind the NAB.
Last week, the Roy Morgan Reactor tested 9 FIFA World Cup advertiser television commercials. On the Reactor scale of 0-100, the highest score achieved for any commercial was 66.8 for Qantas.
The latest findings from Roy Morgan Research Charity monitor reveal 71%, an estimated 12.6 million, of Australians have donated to charity in the last 12 months.
An estimated 11.5 million (65% of the Australian population 14 years and over) attended the cinema in the last 12 months. According to the Roy Morgan Research cinema data an estimated 4.3 million (24%) Australians attended the James Cameron cinema blockbuster Avatar, ahead of Australia (2.5 million), Harry Potter and the Half Blood Prince (2.3 million) and Slumdog Millionaire (2.1 million).
In the 6 months to April 2010 Virgin again was the clear leader in mobile phone customer satisfaction with 80.6% of their customers either ‘fairly” or “very’ satisfied with their service, according to the latest Roy Morgan Research data.
According to the latest Roy Morgan Research Health Monitor in the 12 months to March 2010, 7% of Australian Women (638,000 women) reported Menopausal problems.
The latest Roy Morgan Games Console data shows that 24% of Australians aged 14+ (4.3 million people) live in a household with a next generation games console. Wii dominates with 16% of Australians (2.8 million people) having one in their household. Xbox 360 and PlayStation 3 follow with 8% (1.4 million people) and 6% (1.2 million people) respectively.
The latest Roy Morgan Retail Satisfaction report for Australia reveals the Women’s fashion clothing store Jacqui E as the top performer with 93.5% of its customers satisfied. Borders (92.3%) had the second highest score in satisfaction, closely followed by Dymocks (91.4%), Australian Geographic Shop, Priceline/Priceline Pharmacy, BNT – Bras and Things and Chemist Warehouse were all equal fourth on 90.7%.
According to the Roy Morgan Automotive Leading Indicators for May 2010, an estimated 658,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is up on the April 2010 figure of 598,000, and back above the long term average of (608,000*).
According to the March 2010 Roy Morgan Automotive Currency report, hybrid consideration is at its lowest point since mid 2006, with diesel near its highest recorded level.
An estimated 2.9 million (16.5%) Australians almost always or occasionally watch the FIFA World Cup on TV according to the Roy Morgan Research sports data.
The latest Roy Morgan Supermarket Satisfaction Report for April saw Aldi hit a 12 month high in customer satisfaction, which places them comfortably ahead of nearest rival Coles by 5.5% points.
A new study by Roy Morgan Research conducted in March 2010 shows 91% of Australians say that no single brand of TV is the best.
According to the Roy Morgan Alcohol MAP, consumption of alcohol in the adult population has been declining steadily for the last 5 years. The proportion of people who drink beer, wine or Ready To Drinks (RTDs) have all fallen; however the consumption of spirits has increased.
In the latest Roy Morgan Research Single Source data for the April 2010 quarter, 68.9%, an estimated 12.4 million Australians 14 years or older, intend to take at least one holiday in the next 12 months, up marginally on the April 2009 quarter result of 68.3% (12.0 million) and substantially up on the April 2008 quarter (67.8%).
Roy Morgan Research has been collecting information on household mail for five years and has found that in the year to December 2009 despite the prevalence of email communication and internet activities, more Australians aged 18 or older receive mail addressed to them (84% in an average 7 day period) than access email via the Internet (55% in an average 4 we9 period).
The latest results from the Roy Morgan Research banking survey for the 12 months to April 2010 shows that the big four banks are falling further behind the smaller ones in terms of their small business owner’s customer satisfaction. In addition, the satisfaction of this group with the big four is well below that of their other customers.
Patrons of Intercontinental hotels have a higher satisfaction rating than patrons of other hotel and resort brands, according to the latest Roy Morgan Research Single Source data. For the year ended April 2010, 89.8% of Australians who stayed at an Intercontinental hotel were either ‘very’ or ‘fairly’ satisfied, followed by 88.3% for Marriott, 88.2% for Mantra and Crowne Plaza and 86.0% Sofitel.
In the latest Roy Morgan Research Mobile Phone Service Provider Satisfaction Report for March 2010, Virgin and Vodafone lead the way in customer satisfaction.
According to the latest Roy Morgan AutoMAP, people who are intending to buy a new car* view the internet as the most useful media for providing information when purchasing a new motor vehicle.
According to the Roy Morgan Automotive Leading Indicators for April 2010, an estimated 598,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is down sharply on the March 2010 figure of 670,000, and below the long term average of (607,000*), indicating that a string of recent interest rate rises is starting to have a marked effect on spending intention.
Regional Express (REX) has rated highest in terms of customer satisfaction; above major domestic carriers Qantas, Virgin Blue and Jetstar, according to the latest Roy Morgan Research Single Source data.
According to the latest Roy Morgan Research Banking Customer Satisfaction Report, NAB’s efforts to improve customer satisfaction through the reduction of many of it’s fees and it’s aggressive home loan pricing has shown very positive results over the last six months.
Melbourne now clearly leads the Gold Coast as the most preferred domestic holiday destination according to a recent study by Roy Morgan Research. A year ago the two cities were equally popular, but Melbourne’s popularity has been increasing over the past 12 months, whilst the Gold Coast’s has been decreasing.
A new report from Roy Morgan Research ‘Super and Wealth Management in Australia’ shows that consumers with superannuation are confused as to the ‘independence’ status of planners they used and often end up with products from the advisors parent company.
The December 2009 Roy Morgan Automotive Currency report found that, among the major companies, Subaru currently has the highest level of Brand Loyalty (63.1%), ahead of Toyota (58.9%), Mazda (57.5%) and Volkswagen (56.5%).
The majority of Generation Y have moved out of home according to a recent study by Roy Morgan Research. In the 12 months to March 2010, only 25% of Gen Y now live with their parents (down from 51% five years ago), with 40% living with a partner, 27% in a shared household and 8% in some other arrangement. Additionally, 27% of Gen Y now have children.
According to the latest Roy Morgan Single Source data, iPhone users reported clearly the highest level of satisfaction with their handset compared to users of other brands.
According to the latest Roy Morgan Internet Satisfaction Report Internode and iiNet are still the clear market leaders for customer satisfaction.
The latest Roy Morgan Retail Satisfaction Report in New Zealand reveals Foot Locker (86.5%) leading in customer satisfaction for Shoe Stores narrowly ahead of Hannah’s for the 12 months to December 2009.
Qantas.com.au is the most popular travel website according to the latest Roy Morgan Research data, followed closely by virginblue.com.au and jetstar.com.au.
The latest retail customer satisfaction report for New Zealand reveals that Rebel Sport has emerged as the sports store with the highest percentage of satisfied customers at 82.0% (up 4.4% points from the 12 months to December ‘08) for the 12 months to December 2009.
Gen Y * is more likely than other generations to have taken at least one overseas holiday or leisure trip in the last 12 months, according to the latest Roy Morgan Research Single Source data.
A new study utilising the Roy Morgan Health Care Monitor has identified that insomnia is a serious health issue for women. There are approximately 2 million people in Australia who report suffering from insomnia, and women are more likely to be affected than men.
The latest Roy Morgan Supermarket Satisfaction Report for March revealed Coles is now almost 2 percentage points ahead of their nearest rival Woolworths — the largest margin Coles have been ahead in more than 5 years. Aldi remains on top for customer satisfaction, whilst IGA dropped to a 2 year low.
Patrons of Intercontinental hotels have a higher satisfaction rating than patrons of other hotel and resort brands, according to the latest Roy Morgan Research Single Source data. For the year ended March 2010, 88.8% of Australians who stayed at an Intercontinental hotel were either ‘very’ or ‘fairly’ satisfied, followed by 87.5% for Mantra, 86.5% for Crowne Plaza, 86.0% for Marriott and 84.2% for Hilton.
For the March quarter 2010 an estimated 70.7% (12.7 million) Australians 14 years or older intend to take at least one holiday in the next 12 months, up on the March quarter 2009 result of 68.5% (12.1 million) according to the Roy Morgan Holiday Leading Indicators Report.
The latest report on Smoking Trends in Australia from 1979-2009 shows that there are now an estimated 2.9 million smokers of factory made cigarettes or 17.4% of Australian adults.
The December 2009 results from the latest Roy Morgan Liquor Retailing Report shows 1St Choice narrowly ahead of Dan Murphy’s in Customer Satisfaction for the first time since January 2009.
Qantas ranks seventh in terms of customer satisfaction with international flights, well behind Air New Zealand, Singapore Airlines and Emirates, according to the latest Roy Morgan Research Single Source data.
If NAB & AXA combined they would represent 8.5% of the funds management market, almost identical to AMP/AXA at 8.2%, according to a special analysis of Roy Morgan funds management data.
The February 2010 Roy Morgan New Zealand Banking Customer Satisfaction Survey reveals an improvement over the last quarter in the overall satisfaction levels reported by customers of the five major banks. Despite the improvement they lost ground over the last 12 months to TSB Bank which is the clear market leader.
According to the Roy Morgan Automotive Leading Indicators for March 2010 an estimated 670,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is up strongly on the February 2010 figure of 488,000, above the long term average (608,000*) and represents the strongest figure since August 2008 (678,000).
The latest Roy Morgan Supermarket Satisfaction Report for February saw Woolworths drop for the fourth month in a row, whilst satisfaction at Aldi weakened by half a percentage point. Coles, despite dropping marginally, held the second position for supermarket satisfaction, followed by IGA who showed a small increase in the February result.
The most recent Roy Morgan Retail Satisfaction Report in New Zealand for the 12 months to December 2009 reveals the average customer satisfaction for Electrical Stores at 83.3% is just marginally below the average for non-food retailers in New Zealand and that all the Major Electrical Stores have similar scores.
In the six months to January 2010, Virgin continued to lead mobile phone customer satisfaction, with 80.2% of customers being “very” or “fairly” satisfied with their service, followed by Vodafone (75.7%), slightly ahead of 3 Mobile (75.2%) for the first time in the survey period. The overall industry satisfaction has remained relatively stable at 67.9%.
Recent data released in the Roy Morgan Retail Satisfaction Report in New Zealand reveals Bunnings (with 88.5% of its customers satisfied) as the top hardware store for customer satisfaction for the 12 months to December 2009. Followed by Hammer Hardware (85.7%), Mitre 10 (85.6%) and PlaceMakers (83.3%).
According to the Roy Morgan Automotive Leading Indicators for February 2010 an estimated 488,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is down on the January 2010 figure of 537,000 and below the long term average.
A new study utilising the Roy Morgan Health Care Monitor has identified that food allergies are more prevalent then previously thought. There are approximately 836,000 people in Australia who report suffering from food allergies, and women are more likely to be affected than men.
Patrons of Intercontinental hotels have a higher satisfaction rating than patrons of other hotel and resort brands, according to the latest Roy Morgan Research Single Source data. For the year ended February 2010, 91.1% of Australians who stayed at an Intercontinental hotel were either ‘very’ or ‘fairly’ satisfied, followed by 87.8% for Mantra, 86.6% for Crowne Plaza, 86.6% for Marriott and 85.4% for Sofitel.
During the 12 months to February 2010 Roy Morgan Research conducted over 3,000 face to face interviews with small business owners which showed that the big 4 banks have improved marginally in terms of their customer satisfaction (+ 0.3% points to 63.8% at February 2010) but still have a long way to close the gap to their smaller competitors, with the average satisfaction rating amongst banks other than the big four at 76.7%.
The latest Roy Morgan Internet Satisfaction data shows that Internode with 90.3% and iiNet with 86.8% continue to see higher customer satisfaction levels than the bigger players, OPTUSnet (78.7%) and Telstra BigPond (66.1%).
The latest retail customer satisfaction report on New Zealand baby/children clothes and accessory stores reveals Pumpkin Patch has a higher percentage satisfied customers (91.6%) than its two major competitors. Pumpkin Patch also ranked highest amongst all of the 66 stores measured across all non food retail sectors.
The Australian Grand Prix is one of Australia’s biggest marketing platforms for sponsors. For the 12 months to December 2009, Roy Morgan Sponsorship Survey shows that 6.1% of the Australian population associated Foster’s with the Australian Grand Prix. Honda (4.6%), Mobil (3.2%), Dunlop (3.0%), ING (2.9%), Holden (2.6%), Ford (2.4%) and Toyota (2.3%), Supercheap Auto (2.3%) and Qantas (2.3%) rounded out the top 10 companies associated as sponsors with the Australian Formula 1 Grand Prix.
Internet continues to be the growth medium but it still lags a long way behind the other small screen.
New research in New Zealand measuring customer satisfaction with non-food stores reveals that Unichem at 88.7% was the leader for the 12 months to December 2009, closely followed by Amcal at 87.8%. These two pharmacies scored above the average for pharmacies (86.9%) measured in the current Roy Morgan Retail Satisfaction Report for New Zealand and scored well above the average for all 66 non-food stores (83.8%) surveyed.
Roy Morgan Research is pleased to announce the release of the December quarter Automotive Currency Report, covering key consumer marketing metrics of New Car Buying Intention, Brand Awareness, Consideration, Advertising Recall, Brand Rejection, Brand Loyalty and Satisfaction, which each serve as Key Performance Indicators of New Car Buying Intention.
Of 31 automotive attitudes asked of more than 15,000 Australian drivers in the latest Roy Morgan Research survey, the largest majority of Australian drivers agree ‘fuel efficiency is more important than high performance’ (79.9% agree). The second highest ranking attitudinal statement was ‘I will only buy a car with a proven track record’ which recorded 74.2% agreement, followed by ‘I want a car that has all the extras as standard’ with 72.4% agreement.
The latest Roy Morgan Supermarket Satisfaction Report reveals Aldi, despite a small decline in customer satisfaction in January is still in first place for customer satisfaction. Coles was the only Supermarket to show improvement in customer satisfaction in the January result. With a 1.7% point drop in satisfaction, IGA is now placed only marginally ahead of Woolworths (by 0.4% points).
The latest Roy Morgan New Zealand Banking Customer Satisfaction Survey shows that TSB Bank continues to stretch its lead over other rivals
There are approximately 421,000 wine drinkers who have consumed Semillon in the last 4 weeks according to the latest Roy Morgan Single Source survey to December 2009. Although small in size, this is a very important consumer segment to the category.
Virgin now tops the list with 77.2% of customers satisfied while the majority of mobile phone providers showed improvement in customer satisfaction from the 6-months to August 2009 to the 6-months to December 2009. The overall industry satisfaction has increased 2.9% points since Aug09 (65%) to reach its highest level so far (67.9%).
Recent data released in the Roy Morgan Retail Satisfaction Report in New Zealand for the 12 months to September 2009 reveals an average level of 83.9% satisfaction in the Department/Discount Stores category (a little above the average for all retailers).
The latest retail customer satisfaction report for New Zealand reveals Whitcoulls at 87.9% and Borders at 87.5% as the top two book stores for customer satisfaction. Paper Plus rounded out the top 3 book stores with 85.8% customer satisfaction.
According to the Roy Morgan Retail Customer Satisfaction report for the 12 months to December 2009, Supercheap Auto customers were the most satisfied in the car accessories and car care products stores category, and showed the greatest improvement in the latest 12 months.
The estimated number of cider drinkers in Australia is 549,000 up 45% from the estimated 379,000 in 2008. These results came from the December 2009 Roy Morgan Liquor Consumption Survey.
The latest Roy Morgan Internet Satisfaction data shows that the smaller providers, particularly Internode with 88.6%and iiNet with 87.1% are so far ahead of Telstra (66.6%) and Optus (78.7%).
In an Australian first, Foxtel’s dedicated 24-hour streamed Vancouver 2010 channels will be available to Telstra’s Next G customers.
Approximately 17% of the alcohol drinking population consume over 21 glasses of alcohol a week or an average of more than three glasses a day, and they account for 53% of all the alcohol consumed.
The latest Roy Morgan Supermarket Satisfaction Report reveals Aldi more than 5% points ahead of IGA. Aldi increased by half a percentage point in the December period, with IGA relatively flat (down 0.1% points). It’s the two big supermarket chains Coles and Woolworths that ended the year on a low, both dropping by 0.6% points.
The latest Roy Morgan New Zealand Banking Customer Satisfaction Survey shows that TSB Bank increased its lead over all the major banks in the 12 months to November 2009 and has now been the market leader since early 2003.
The most recent Roy Morgan Retail Satisfaction Report for the 12 months to September 2009 reveals an average 81.0% Customer Satisfaction in the Auto Stores category, higher than recorded in the 12 months to June 2009 (80.7%) but marginally lower than the 82.8% average Customer Satisfaction recorded across all 66 Non-Food retailers surveyed.
Wotif.com remains the most popular online-travel booking website* with 7.2% of Australians using it for the 12 months to December 2009, according to the most recent Roy Morgan findings.
Preliminary results from the latest Roy Morgan Liquor Retailing Report for the liquor retailers show Dan Murphy’s and 1St Choice both had small declines in Customer Satisfaction in the September result but they continue to rate significantly above each of the other liquor retailers.
During the last 12 months Roy Morgan Research conducted over 3,000 face to face interviews with small business owners which showed that the big 4 banks have improved marginally in terms of their customer satisfaction (+0.2 percentage points to 64.3% at December 2010) but still have a long way to close the gap to their overall consumer banking performance (72.4% at December 2010).
The latest Roy Morgan Image of Supermarkets data places Woolworths 5.9% points ahead of rival Coles, whilst Aldi are positioned marginally behind Coles by less than one percentage point.
New research measuring retail customer satisfaction in New Zealand reveals the top performers over the last year are from a diverse group of stores, covering home and fashion, chemists, clothing, books and hardware. The South Island department store Ballantynes ranked highest on customer satisfaction, with 89.8% of its customers satisfied, closely followed by Pumpkin Patch (89.5%), Unichem (88.9%), Whitcoulls (87.9%) and Hammer Hardware (87.6%) rounding out the top 5.
Roy Morgan Research is pleased to announce the launch of the much anticipated Automotive Currency Report, covering key consumer marketing metrics of New Car Buying Intention, Brand Awareness, Consideration, Advertising Recall, Brand Rejection, Brand Loyalty and Satisfaction.
The latest Roy Morgan Supermarket Satisfaction Report places Aldi 4.5% points ahead of its nearest rival IGA. Both Aldi (up 0.2% points) and IGA (up 0.4% points) improved in November while there was no change in position of the two big supermarket chains Coles and Woolworths.
In the six months to November 2009, the majority of mobile phone providers showed improvement in their performance of customer satisfaction. The overall industry satisfaction has increased 2.6% points since the six months to August 2009 (65%) to reach its highest level so far (67.6%).
According to the latest Roy Morgan Single Source data an increasing percentage of Australians would like to take an overseas holiday in the next two years. In the year ended September 2009 44.9% of Australians would like to take a holiday overseas, up from 43.4% in the year ended March 2001. By contrast the percentage who would like to take a holiday in Australia has declined from 82.5% to 78.1%.
In the six months to October 2009, 66.4% of mobile phone customers were satisfied with their service provider.Providers’ performance was ranked similar to the previous month with 3 Mobile and Virgin, the smallest of the five main mobile phone market players, taking the lead, with 72.5% and 72.7% respectively of customers being “satisfied.”
According to the Roy Morgan Automotive Leading Indicators for November 2009 an estimated 589,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is up on the low October 2009 figure of 519,000, back to the September 2009 figure of 592,000.
The latest results from the Roy Morgan Superannuation Satisfaction Survey for the 6 months to October 2009 show that after bottoming out in June/July 2009, satisfaction with the financial performance of superannuation has begun to improve slowly to October 2009. Satisfaction is now up by 0.4 percentage points from the low point and is currently 49.5%, still well below the peak of 64.6% reached in January 2008. The change since July 2009 has been very uneven across fund managers, with the biggest improvement coming from Self Managed Funds (up 3.7% points), followed by the CBA Group (up 3.4% points). This contrasts with the performance of NAB (down 1.8 % points) and AMP (down 1.5% points).
According to the latest Roy Morgan Travel Agent Report, Flight Centre is the most popular travel agent for the year ended September 2009 with 10.0% (1.77 million) of Australians using Flight Centre for a holiday or leisure trip in the last 12 months. Wotif.com (7.1%) is the most popular online-only booking company, followed by Webjet (3.2%) and Lastminute.com (2.7%).
The most recent Roy Morgan Retail Satisfaction Report for the 12 months to September 2009 reveals an average level of 85.9% satisfaction in the hardware stores category (a little below the average for all retailers.)
An estimated 12.4 million (69.4%) Australians 14 years or older intend to take a holiday in the next 12 months according to the Roy Morgan Tourism Leading Indicator Report for September quarter 2009. This is up on the September quarter 2008 result of 67.5% (11.8 million).
The latest Roy Morgan Supermarket Satisfaction Report saw Aldi rise strongly by 2.2% points and are once again satisfying more than nine out of 10 of their customers. There was positive movement from two big supermarket chains Coles and Woolworths, and with a full percentage point decline from IGA brings these 3 supermarket chains to within 1% point of each other in October.
Roy Morgan Research is pleased that Fairfax and the MPA (Magazine Publishers of Australia) have followed ACP’s lead in deciding to continue to use the Roy Morgan Readership Survey as their media currency. Through the tripartite Readership Research Forums, Roy Morgan Research is working closely with the newspaper and magazine publishers and media agencies on a range of issues; including among other things topics of interest in newspapers and how online is emerging and transforming media.
Qantas has Australia’s highest overall customer satisfaction, just ahead of main rival Virgin Blue and well ahead of budget airlines Jetstar and Tiger Airways, according to the latest Roy Morgan Research Single Source data.
Six months into the launch of Holden Cruze, the latest Roy Morgan survey of new car intenders shows Holden has made steady improvements on the Key Performance Indicators of Intention and Brand Rejection.
According to the Roy Morgan Retail Customer Satisfaction report for September 2009, Borders customers were the most satisfied in the book stores category.
The latest Roy Morgan survey of people intending to buy a new car shows consideration of hybrid cars (petrol and electric) remains relatively high yet has fallen steadily since petrol prices peaked at $1.58 per litre in June 2008.
The latest Roy Morgan Retail customer satisfaction survey for the 12 months to September 2009 shows five clothing stores with customer satisfaction over 90%.
According to the Roy Morgan Automotive Leading Indicators for September 2009 an estimated 592,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is up on the August 2009 figure of 565,000.
In the six months to September 2009, 85.2% of the Australian population (15.13 million) own or use a mobile phone, which has overtaken the proportion of the Australian population who live in a household with a fixed line connection (84.9%, 15.08 million).
In the six months to September 2009, 72.9% of 3 Mobile customers were satisfied. The second smallest of the five main mobile phone market players, 3 Mobile recorded customer satisfaction well ahead of the top two major players, Telstra and Optus.
Small business owners are less satisfied with their banks than other Australians. The big four banks are not meeting the needs of their small business owner customers as well as the small banks in terms of customer satisfaction. These results are from the Roy Morgan Small Business Owners Survey of approximately 3,500 interviews per year in Australia.
The latest Roy Morgan Supermarket Satisfaction Report places Aldi in the top spot as the supermarket with the highest customer satisfaction score, despite showing no change in their September result.
According to the latest Roy Morgan Single Source data Melbourne has replaced the Gold Coast as the No.1 destination at which Australians would like to take an overnight holiday in the next two years.
According to the Roy Morgan Automotive Leading Indicators for September 2009 an estimated 592,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is up on the August 2009 figure of 565,000.
The latest Roy Morgan Supermarket Satisfaction Report results reveals Woolworths was the only major supermarket to show an increase in their overall customer satisfaction levels for the latest 6 month period to August 2009. Coles remained unchanged, and IGA received a marginal decline. However, Aldi’s satisfaction dropped to levels not seen since 2004.
A new study utilising the Roy Morgan Health Care monitor has identified that 5.7% of Australians aged 14+ (approximately one million people) are suffering from diabetes, and people who live outside of the main capital cities are more likely to suffer from diabetes than city dwellers.
New research exploring trends in retail customer satisfaction shows a diverse group of top performers for the current year - covering chemists, clothing, books, Australiana and media. At the top of the list is Guardian with 94.3% of customers satisfied. Closely following are Colorado (93.5%), Borders (92.9%), Australian Geographic Shop (92.6%) and Jacqui E (92.3%) rounding out the top 5.
In the six months to August 2009, 65% of mobile phone customers were ‘satisfied’ with their mobile phone provider.
Roy Morgan Research’s latest Retail Satisfaction Report covering over 70 retailers and many industries shows that customer satisfaction performance of the big two department stores has reached its highest point in over two years.
The Brisbane Broncos (1.259 million supporters, down 14,000 from 2008) are the most popular NRL team in Australia. The Broncos level of support means for the first time since 2004 the Brisbane Broncos are Australia’s most widely supported sporting club – overtaking AFL club the Sydney Swans (1.22 million supporters).
Today St. Kilda plays Geelong in the 2009 AFL Grand Final. Special Roy Morgan Research on AFL Supporter Profiles available on the Roy Morgan Online Store reveal that despite matching up for Australian sport’s biggest annual game – there are several sporting differences between the two sets of supporters for each of the combatants in this year’s AFL Grand Final.
According to Roy Morgan Research’s Hotels & Resorts Monitor, Best Western brand is the most visited hotel/resort by Australians for the year ended June 2009. 18.7% (1.393 million) of those who have visited a hotel or resort in the last 12 months have stayed at Best Western. Novotel and Holiday Inn are second and third respectively, with approximately half the clientele of Best Western. Premium hotel/resort brand Crowne Plaza comes in fourth, with the more basic brand Country Comfort at fifth.
Google is by far the most popular Search Engine in Australia, according to the latest Roy Morgan Single Source survey. The survey, reporting on Internet usage in the 12 months to June 2009, found that 12.118 million Australians (up 1.254 million since 12 months to June 2008) used Google to search the Internet in an average 4 weeks.
According to the much anticipated Roy Morgan Research Automotive Launch Evaluator, Holden Cruze has moved quickly to gain an 11.4% share of Small Car Segment Intention, placing Holden Cruze among the strongest performing new entrants to the competitive Small Car Segment over recent years.
A special study conducted by Roy Morgan Research in September has found that a clear majority of Australians (75%) want “More Control” over advertising content in Australia.
The Roy Morgan New Zealand Banking Customer Satisfaction Survey continues to show that TSB Bank and Kiwi Bank remain well ahead of their large rivals.
According to the Roy Morgan Automotive Leading Indicators for August 2009 an estimated 565,000 Australians intend to buy a new car in the next 12 months (excluding Fleet, Government and Rental Buyers). This is up on the July 2009 figure of 488,000.
Virgin Blue has Australia’s highest overall customer satisfaction, just ahead of main rival Qantas and well ahead of budget airlines Jetstar and Tiger Airways, according to the latest Roy Morgan Research Single Source data.
The level of customer satisfaction with Woolworths increased further in July 2009. At the same time Coles lost the momentum they built over the last 6 months, dropping by almost 1 percentage point. Aldi retained the top spot for overall customer satisfaction, and IGA regained second highest ranking amongst grocery shoppers who are satisfied with their main supermarket overall according to the latest Roy Morgan Supermarket Satisfaction Report.
In the 12 months to June 2009 37.9% (or 6.7 million Australians) had bought a product or service over the internet in a three month period; a significant increase from the 34.4% or 5.9 million Australians in the previous year to June 2008.
In late August Consumer Confidence is at 123.7 (up 1.1pts in a week) according to the weekly Roy Morgan Consumer Confidence Rating conducted on the weekend of August 22/23, 2009. Consumer Confidence is now 24.4 points higher than late August 2008 (99.3).
Despite an 18% increase in the S&P ASX 200 to June 2009 from its low in February 2009, the number of people owning shares directly has continued to decline. Over the first 6 months of 2009 the average number of people holding shares in Australia was 3.8 million (21.4%), down from an average of 4.0 million (22.7%) during 2008.
In mid August Consumer Confidence is virtually unchanged at 122.6 (down 0.4pts in a week) according to the weekly Roy Morgan Consumer Confidence Rating conducted on the weekend of August 15/16, 2009. Consumer Confidence is now 32.5 points higher than early August 2008 (90.1).