The PRWIRE Press Releases https:// 2012-03-01T23:49:13Z Roy Morgan announces winners of Inaugural Customer Satisfaction Awards 2012-03-01T23:49:13Z roy-morgan-announces-winners-of-inaugural-customer-satisfaction-awards At the launch last night of Australia’s new, independent Customer Satisfaction Awards, based on Roy Morgan Single Source, the world’s largest ongoing single source survey, winners were awarded in 35 categories for 2011. In addition to the interviews of 50,000 Australian consumers conducted every year, Roy Morgan’s new Business Single Source surveys 22,000 business decision makers annually.In addition to the 35 winners of the Annual Award, winners of the new Monthly Award were announced for January 2012. For full details of all theWinners visit CustomerSatisfactionAwards.com.Bank of the Year ME BankMajor Bank of the Year ANZBusiness Bank of the Year Bendigo BankMajor Business Bank of the Year WestpacBuilding Society of the Year Newcastle PermanentCredit Union of the Year Victoria Teachers Credit UnionRetail Superannuation Fund of the Year Suncorp BankIndustry Superannuation Fund of the Year Catholic SuperBusiness Superannuation Manager of the Year Prime SuperPrivate Health Insurer of the Year Defence HealthRisk & Life Insurer of the Year AXAGeneral Insurer of the Year RACVBusiness Insurer of the Year WFI (Wesfarmers Insurance)International Airline of the Year Air New ZealandDomestic Airline of the Year QantasHotel of the Year Crowne PlazaAuto Store of the Year AutobarnCoffee Shop of the Year Michel’s PatisserieClothing Store of the Year KatiesDepartment Store of the Year David JonesFurniture/Electrical Store of the Year The Good GuysHardware Store of the Year BunningsMusic/Book Store of the Year JB Hi-FiPharmacy of the Year AMCALQuick Service Restaurant of the Year Fasta PastaShoe Store of the Year WilliamsSports Store of the Year Sports PowerSupermarket of the Year AldiHome Phone Provider of the Year AAPTInternet Service Provider of the Year InternodeMobile Handset of the Year AppleMobile Service Provider of the Year Virgin MobileElectricity Provider of the Year Red EnergyGas Provider of the Year ActewAGLCar Manufacturer of the Year Lexus Michele Levine, CEO, Roy Morgan Research, says: “Customer satisfaction is more vital than ever in today’s age of social media, where the slightest negative customer interaction can literally be broadcast to thousands, virtually instantly. The Roy Morgan Customer Satisfaction Awards have been presented to those businesses in Australia who are leading their individual fields when it comes to satisfying their customers.“Roy Morgan Research has over 70 years’ experience in collecting objective, independent information on consumers’ shopping habits, preferences and opinions. So these Awards are based on proven, trusted data that is already accepted as the ‘currency’ in many industries. Unlike many awards, the results cannot be influenced by preselection criteria (like the businesses’ willingness to pay an ‘entry fee’." Visit the Roy Morgan Customer Satisfaction Awards website. The website monitors the movement in customer satisfaction for a number of businesses over different industries.Purchase any number of Roy Morgan’s Satisfied and Dissatisfied Customer Profiles. These profiles are an in-depth analysis of customers who have indicated they are either satisfied or dissatisfied with a particular business.Click hereto browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Where are Generation Y heading online? 2012-02-09T04:34:12Z where-are-generation-y-heading-online Rapid penetration of the internet, especially broadband, has resulted in increased usage and strong growth of all types of websites over the last ten years. Website traffic is largely driven by Generation Y – born between 1976 - 1990, now aged between 21 – 36, the heaviest internet users. In the 12 months to September 2011, 86% of Gen Y’s visited a Portal in an average 4 week period. Search sites were almost as popular, visited by 85% of Gen Ys, followed by Online Communities and Messaging sites (81%), Email sites (78%) and Banking sites (63%).The largest difference between Generation Y and the Australian population (14+) was the Online Communities and Messaging category which includes websites such as Facebook, YouTube and Twitter. While 56% of the general population visited a website from this category in the previous four weeks, it was no match for the 81% of Generation Y.Top 10 Website Categories visited by Generation YSource: Roy Morgan Single Source Oct 2010 – Sept 2011, Australian population 14+ n= 52 119, Generation Y n= 10,770.The most popular Portal among Generation Y was ninemsn* with 53% of Generation Y having visited in an average weeks; Google topped the list for Search websites visited by 82%; and Facebook was clearly the most used Online Community and Messaging site with 71%.Other website categories tracked include travel (28% of Generation Y having visited), real estate (28%), television (21%), sport (21%), lifestyle (17%), technology (16%), automotive (15%), classifieds (9%), games (9%), business and finance (9%), magazines (7%) and dating websites (2%).Norman Morris, Industry Communications Director, Roy Morgan Research, says: “Over the last ten years we have seen strong growth in all website categories as the internet continues to become more accessible and ingrained in our lifestyles. Websites such as Facebook and Google are now such an integral part of everyday life they have even managed to acquire space in contemporary language with phrases such as ‘Google it’ or ‘Facebook me’ having become common expressions.“Although much is said about Digital Natives’, those who were born into the digital age – it is the generation just before this – Gen Y who are driving internet traffic.“Because Generation Y are the biggest users of the internet, their online choices and habits play a big role in determining and shaping online culture. Whilst most websites have been gifted with increased visitation over recent years, the explosion of Online Communities and Messaging sites mainly due to the drive of Generation Y.“However, every site attracts its own audience and sometimes the profile of a site can be surprising.”(*For the purposes of this analysis ninemsn does not include its related sites MSN and Hotmail). Purchase Roy Morgan’s Website Visitor Profiles. These profiles take an in-depth look at people who visit particular websites, including online community and messaging sites, portals, search sites, banking sites, news sites, real estate sites, email sites and many more.Purchase detailed Roy Morgan Internet Profiles. Within this section you can chose from a range of different profile categories, including people who use a particular type of internet connection, people who spend various amounts on their internet connection, and people who use specific internet browsers or search engines.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Rapid decline in Home Telephones as more choose mobile only amongst Mobile Phone owners 2012-02-09T04:33:05Z rapid-decline-in-home-telephones-as-more-choose-mobile-only-amongst-mobile-phone-owners During the past 6 years to September 2011, there has been an increasing trend in the number of people who own or use a mobile phone and do not have a home telephone connection, according to the latest Roy Morgan Mobile Phone Monitor. The increase has been driven mostly by mobile phone users aged 20-29, of which 41% do not have a home telephone connection. In the year ending September 2011, 17% of Australians 14+ who own or use a mobile phone do not have a Home Telephone connection. This is up from 6% six years ago (September 2005).Australians 14+ who own or use a mobile phone and do not have a Home TelephoneRoy Morgan Single Source (Australia): Oct 2004 - Sep 2011. Sample: Total Own or Use a Mobile Phone. In the 12 Months to September 2011 n= 15,501.Australians 14+ who own or use a mobile phone and do not have a Home Telephone – among Age GroupsRoy Morgan Single Source (Australia): Oct 2010 - Sep 2011. Sample: Total Own or Use a Mobile Phone. In the 12 Months to September 2011 n= 15,501.Andrew Braun, Industry Director - Mobile, Internet and Technology, Roy Morgan Research, says: “While the number of mobile phone users has been increasing over time, there has been a rapid growth of users who do not have a home telephone connection. Among mobile phone users aged 20-29, 41% do not have a home telephone connection. This has tripled from 13% over the past six years.“The Roy Morgan Mobile Phone Monitor also shows that among Vodafone and/or 3 customers, 26% of them do not have a home telephone connection. This is well above any of the other major providers, including Optus Telstra and Virgin.This could be a consequence of Vodafone and 3 not having a home telephone product and in its place more attractive mobile plans.“With the increasing trend of people without a home telephone connection, it will be interesting to see how Telstra and Optus, the two largest providers of home telephone service react. It will also be interested to how mobile phone providers target this group of people who are moving away from having a home phone connection and using their mobile as their main phone.” For more information on Mobile Phone users purchase from our extensiverange of detailed Roy Morgan Mobile Phone Customer Profiles including customers of fixed line and mobile phones. These profiles provide an overview of demographics, attitudes, activities and media usage of these users.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Today the battleground is Fruit and Veg, will Butchers be next? 2012-02-09T04:29:52Z today-the-battleground-is-fruit-and-veg-will-butchers-be-next Amidst increasing publicity, Fruit and Veg looks set to become the new battleground of the supermarket price war. The latest Roy Morgan Supermarket Currency Report shows Woolworths holds the highest percentage of market share ahead of Fruit and Veg shops, and a surging Coles is not far behind. The Roy Morgan Report estimates the Fruit and Veg market to be of the order of $14.5 billion per annum. It shows Woolworths leading in Fruit and Vegetable market share since they overtook Fruit and Veg shops in December 2009. What is also evident is that the market share for Fruit and Veg shops has been in decline since December 2008, whilst Coles during the same period has surged.Given the rapid increase of market share Coles has been experiencing since December 2008, it seems likely they will also pass Fruit and Veg shops in the near future.Fresh Fruit and Vegetable Market ShareSource: Roy Morgan Single Source, Oct 07 – Sep 08 n = 14,410, Oct 10 – Sep 11 n = 12,699.Note: Actual report includes other retailers which are not mentioned in the above chart.When looking at the fresh meat category, butchers have always held the highest percentage of market share in the category, but not by a great margin ahead of Woolworths. Recent trends indicate market share for Coles has increased in the meat category, so the question is, will the Fresh Meat category go the same way that Fresh Fruit and Veg has gone, and will butchers be overtaken at some point by one of the supermarkets?Fresh Meat Market ShareSource: Roy Morgan Single Source, Oct 07 – Sep 08 n = 11,991, Oct 10 – Sept 11 n = 10,604.Note: Actual report includes other retailers which are not mentioned in the above chart.Norman Morris, Industry Communications Director, Roy Morgan Research, says: “Whilst Woolworths has the majority market share in the Fresh Fruit and Veg category, Fruit and Veg shops are still ahead of Coles by a considerable margin. However looking at the trends in the Supermarket Currency report, it is highly likely that the growth being made by Coles will lead to Fruit and Veg shops also being overtaken by Coles in the near future.“Whilst both supermarkets have placed a heavy emphasis on the ‘fresh’ message in their advertising, this does not influence the meat category in the same way, as the customer should expect all meat produce to be ‘fresh’.“According to the most recent report, Butchers have held the largest percentage of market share in the fresh meat category over the last eight years, ahead of Coles and Woolworths. But the question remains how long will they be able to hold onto that lead, given the trends in other fresh categories.“The recent advertising from Coles that all of their meat is now 100% hormone free could be the catalyst needed to shift the balance in supermarkets favour for market share within the meat category.” Purchase the detailedRoy Morgan Supermarket and Fresh Food Currency Report. This report offers a comprehensive look into the supermarket and fresh food market, covering trends such as market size and share, and customer penetration. The report also offers individual sections focusing on fresh bread, fresh deli, fresh meat and Fruit and Veg.Purchase detailed individual sections ofRoy Morgan’s Supermarket and Fresh Food Currency Report. These specific reports are based on various sectors of the supermarket and fresh food industry, including fresh bread, fresh deli, fresh Fruit and Veg and fresh meat.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Sydney Morning Herald and The Age deliver the top Newspaper Apps 2012-02-09T04:22:40Z sydney-morning-herald-and-the-age-deliver-the-top-newspaper-apps According to the latest Roy Morgan Single Source data (January-November 2011), nearly 4 million Australians aged 14+ (21%) have ever downloaded or used an App on their mobile phone or tablet computer. Of these, some 746,000 Australians have downloaded a Newspaper/Magazine App to their mobile phone or tablet computer.Whilst this group represents only 4% of the total Australian population aged 14+ years, it accounts for 19% of those who have ever downloaded/used an App.In terms of the number of Australians 14+ who report having used a Newspaper/Magazine App in the last 4 weeks, Sydney Morning Herald boasts the highest number of users (121,000) – in fact, 36% more users than the number 2 ranked App in this category, from Fairfax stable-mate The Age (89,000).The next most popular Newspaper/Magazine App is The Australian, just edging out the New York Times for third place.Top 10 Newspaper/Magazine Apps (via mobile phone or tablet) – Australians 14+Source: Roy Morgan Single Source, January-November 2011 (n = 17,253). Usage based on ‘used listed Apps* on mobile phone or tablet computer in the last 4 weeks’.* Newspaper/Magazine Apps during the 11-month survey period include: The Australian, Australian Financial Review, Sydney Morning Herald, Daily Telegraph, The Age, Herald Sun, Courier Mail, Adelaide Advertiser, West Australian, Economist, New York Times, The Daily, International Herald Tribune, Times of London, Wall Street Journal, New Yorker, Martha Stewart Living, Time, Newsweek, Australian Women’s Weekly, Gourmet Traveller, Marie Claire, Magshop, The Monthly, APC Magazine, Shop Til You Drop, GQ Magazine, Fortune, O Oprah Magazine, Vogue (UK), Wired (UK), Other Newspaper/Magazine Apps.While the top 3 most popular Newspaper/Magazine Apps are produced by Australian newspapers, the remaining Apps that complete the top 5 – New York Times and The Economist (Asia/Pacific) – are not based on Australian mastheads. Looking at the user demographic profiles for the top 2 Newspaper/ Magazine Apps, the data indicates that the vast majority of users live in NSW/ACT and Victoria. As shown in the following table, although a Melbourne-based newspaper, 16% of the The Age App users live outside of Victoria, with 9% in NSW/ACT alone. Similarly, 15% of Sydney Morning Herald App users do not live in NSW/ACT; in fact 8% of Sydney Morning Herald App users live in WA.Sydney Morning Herald & The Age Apps – % of Australian users aged 14+ by StateSource: Roy Morgan Single Source, January-November 2011 (n = 17,253). Based on ‘Mobile or tablet Apps used in the last 4 weeks’.In terms of App user media consumption, both Sydney Morning Herald and The Age App users are more likely to be heavy internet users and heavy-medium consumers of newspapers and magazines.Sydney Morning Herald App Users – Media Consumption IndexCompared to the Australian population aged 14+ years, Sydney Morning Herald App users are more/less likely to be heavy/medium/light consumers of the following media channels:Source: Roy Morgan Single Source, January-November 2011 (n = 17,253). App users are ‘used Sydney Morning Herald Newspaper App on mobile phone or tablet computer in the last 4 weeks’. Note: 100 = average media consumption of Australians aged 14+ years. Index figures >110 or <90 indicate a significant difference compared to the average for the Australian population aged 14+.Compared to the average for the Australian population aged 14+, users of The Age or Sydney Morning Herald Apps are more likely to be heavy newspaper readers (who read 7+ issues in a week), heavy internet users (>15 hours per week) and heavy cinema goers (been to the cinema at least twice in the last 3 months). These App users are also more likely to be medium-heavy magazine consumers (read >3 issues in the last month), but light commercial TV viewers (who watch less than 2 hours per day).The Age App Users – Media Consumption IndexCompared to the Australian population aged 14+ years, The Age App users are more/less likely to be heavy/medium/light consumers of the following media channels:Source: Roy Morgan Single Source, January-November 2011 (n = 17,253). App users are ‘used The Age Newspaper App on mobile phone or tablet computer in the last 4 weeks’. Note: 100 = average media consumption of Australians aged 14+ years. Index figures >110 or <90 indicate a significant difference compared to the average for the Australian population aged 14+.Not surprisingly, the majority of both Sydney Morning Herald and The Age App users are heavy internet users, with 57% of Sydney Morning Herald App users and 63% of The Age App users reporting that their internet usage is more than 15 hours per week.The Age and Sydney Morning Herald App users differ slightly in some media consumption habits, e.g.: Sydney Morning Herald App users are more likely than average to be medium consumers of magazines (reading 3-4 issues in the last month), whereas The Age App users are less likely than average;The Age App users are more likely than average to be medium commercial TV viewers (watching 2-3 hours per day), whilst Sydney Morning Herald App users are less likely than average. These results are generally consistent with those for readers of these newspapers’ printed versions (Monday-Sunday), although the App users are more likely to be ‘Heavy Internet’, ‘Heavy Cinema’ and ‘Light Commercial TV’ consumers.The majority of these App users (59% of Sydney Morning Herald App users, and 54% of The Age App users) read 3 or more newspaper issues in a week, and in fact around 1/3 of Sydney Morning Herald/ The Age App users are classified as heavy newspaper readers (who read 7+ issues in a week).This data indicates that these people are avid consumers of news, for whom Newspaper Apps are most likely highly useful tools that provide access to news content whenever and wherever they require. Air New Zealand Link and Air New Zealand leading for Domestic Airline Satisfaction 2012-01-30T07:16:32Z air-new-zealand-link-and-air-new-zealand-leading-for-domestic-airline-satisfaction 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%. Satisfaction for Jetstar for the same period was 56%, far below the industry average of 80%.Satisfaction with Domestic Airlines used in last 12 monthsSource: Roy Morgan Single Source, August 2010 – October 2011, Total using domestic airline in last 12 months average quarterly sample n=1,347. N.B. ‘Total Industry’ average also includes other domestic airlines not shown. “% satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with that Airline (on a five point scale).Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says: “Air New Zealand has a large lead over Jetstar in terms of domestic airline satisfaction. Both leisure and business customers are giving Air New Zealand a higher satisfaction rating. The satisfaction rating for Jetstar has fallen over the past 12 months.“Air New Zealand was awarded Airline of the Year for the second time in the last three years (2010 and 2012) by the Airline Industry Achievement Awards.“After sponsoring New Zealand’s iconic Rugby team the All Blacks, Air New Zealand recently introduced the world’s largest all black aircraft: - the Boeing 777-300ER. With innovative ideas such as this, and more options and experiences for their customers, Air New Zealand satisfaction is likely to stay at a high level.” Purchase from an extensive range of detailed Roy Morgan New Zealand Airline customer profiles including Air New Zealand, Jetstar, and Air New Zealand Link. These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in New Zealand.Purchase from an extensive range of detailed Roy MorganTravel & Tourism Reports or detailed profiles of New Zealand Holidaymakers.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Australians like to spread the word about buying a car and eating out at restaurants 2012-01-30T02:17:57Z australians-like-to-spread-the-word-about-buying-a-car-and-eating-out-at-restaurants 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. The most discussed topic amongst Australians 14+ is ‘buying a car’, with nearly two thirds (62%) of the population either playing the role of a trusted adviser (those whose advice has been sought by friends or family), an info seeker (those who go to friends/family for advice) or both. Eating out at restaurants is the second most discussed topic (61%) and planning a holiday or trip comes in third with 57%.Less than half of the population seek or give advice on categories relating to home entertainment or electronics (48%), mobile phones (45%), signing up to an Internet provider (42%), finance and investments (40%), home renovations (40%), and health and nutrition (37%).In all categories, Australians tend to be more Info Seekers rather than Trusted Advisers. When buying a car, 49% of people have gone to their friends/family for advice compared to 27% who have provided advice to their friends/family.Top Ten Word of Mouth Categories Discussed by Australians 14+Source: Roy Morgan Single Source October 2010 – September 2011, n = 18,851.John La Rosa, Industry Director - Agencies, Roy Morgan Research says: “Marketers have always understood the importance and value of Word of Mouth to promote their products. With our research, we can look at how much each topic is being discussed and whose opinions are sought as trusted advisers, and where information seekers. In some areas, like Eating out at a restaurant, there is a large percentage of people who regards themselves as both.“‘Trusted advisers’, those providing advice to friends and family are an important conduit to the rest of the population.“Trusted advisers are not always first to try new products – indeed in some areas, trusted advisers are more likely the voice of caution, eg buying a car where trusted advisers tend to be older males; in others they are the voice of optimism, eg in make up where younger females tend to dominate the trusted adviser space.“When it comes to giving advice, trusted advisers are more likely to be male for cars, electronics, computers and sporting equipment to name a few. Women however are more likely to be trusted advisers for information on fashion, skincare and beauty products, decorating your home and most grocery and retail products.“From a sociological perspective it is interesting that when it comes to seeking advice, men are below average across all categories. Women are far more open to receive information especially when it relates to information from other women on fashion and beauty products.” Purchasefrom Roy Morgan'sextensive range of Trusted Advisors Profiles and Information Seekers Profiles – on buying decisions including cars, books, fashion, and skincare; information on health, technology, renovation any many more. These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Satisfaction highest for Millers and Katies 2012-01-30T01:42:58Z satisfaction-highest-for-millers-and-katies 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. These two stores with 90% of their customer’s either ‘very’ or ‘fairly satisfied’, were followed by Rockmans (89%), Suzanne Grae (88%), and Just Jeans (87%). Other stores in this category that fell below the category average were BNT, Jacqui E, Jay Jays, Jeans West, Lowes, Sussan and Esprit, and bottom two stores were Sportsgirl and Portmans.Satisfaction* with Clothing StoresSource: Roy Morgan Single Source Oct 2010 - Sep 2011. Total bought from one or more Clothing store(s) in the last 4 weeks n=4,395 (based on all 14 stores within the clothing store category).Satisfaction Rating based on respondents who were “very satisfied” or “satisfied” with each store bought from in the last 4 weekss. Note: This charts only shows the top 5 stores in this category.Norman Morris, Industry Communications Director, Roy Morgan Research, says: “The satisfaction results reflect positively for budget conscious stores such as Millers, and Katies, who both top the list for satisfying more of their customers, whilst satisfaction of the more premium stores Sportsgirl and Portmans customer’s was considerably weaker by comparison.“With new retailers entering into Australian market such as Zara and recently announced UK chain Top shop, and store closures such as Colorado, it’s a time of change from an industry perspective but an exciting time for shoppers.“As these new chains are introduced to the Australian market and subsequently tracked in the Retail Satisfaction report, it will be interesting to see how their customer satisfaction compares against their Australian competition.” Purchase thecomplete detailed Roy MorganNon Food Retailer Customer Satisfaction Report. This report provides a ranking of satisfaction among all of the stores measured and looks at long and short term trends for overall customer satisfaction, at the category level and then at the individual store level.Purchase from an extensive range of Roy MorganRetail Store Customer Profiles. These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com State of the Nation NZ 3: Technology changes banking customer interaction 2012-01-30T01:17:32Z state-of-the-nation-nz-3-technology-changes-banking-customer-interaction 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%). The ATM remains the most frequently used banking channel with 67% of New Zealanders (14+) having used a machine in the last four week period, although this method has trended down over the last five years. In Australia, internet banking (45.8%) has now overtaken branch visitation (44.1%).The implication of this change for financial institutions and their customers is that the lack of personal interaction involved in online banking may lead to a weakening of traditional relationships and loyalty, making it easier for people to switch banks or split their banking across a number of institutions.Major Banking Channels Used in the Last 4 WeeksSource: Roy Morgan Research, Oct 10 – Sep 11 n = 12,015.Pip Elliott, Client Services Director, Roy Morgan Research, says: “The increase in Internet usage and accessibility is moving bank customers away from the more traditional banking channels. With consumers having 24 hour access to online banking from their computers, mobile phones and other wireless devices, combined with our general move towards an ‘online lifestyle’, the trend looks set to continue.“The Internet allows consumers to let their fingertips do the walking and saves time travelling to the bank, parking, queues and other hassles involved. The convenience of having finances available at the click of a button allows consumers flexibility.” Purchase the complete detailed New Zealand State of the Nation Report. This report provides information on other economic trends, as well as society, technology, politics and the environment.Purchase detailed Roy Morgan Early Adopter Profiles. These profiles provide an in-depth look at New Zealanders who consider themselves one of the first to be aware of the latest financial products.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Decline in satisfaction amongst Qantas business customers since grounding of fleet in late October 2011 2012-01-30T01:14:46Z decline-in-satisfaction-amongst-qantas-business-customers-since-grounding-of-fleet-in-late-october-2011 The latest Roy Morgan Airline Customer Satisfaction Report for December 2011 shows: •Satisfaction amongst Qantas business customers is high at 82%, but suffering a decline in recent months from a high point of 84% in October 2011;•Virgin Australia is at 78%, up from 76% in October 2011 and fast closing the gap on Qantas;•Jetstar business customer satisfaction fell in the latest report.Satisfaction with Domestic Airlines used in last 12 monthsSource: Roy Morgan Single Source, July 2009 – December 2011, Total used domestic airline in last 12 months for business - average annual sample n=1,526. “% satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with that Airline (on a five point scale).Jane Ianniello, Roy Morgan Research International Director of Tourism, Travel & Leisure, says: “Qantas domestic business customer satisfaction has fallen in November and December 2011 after grounding all its planes for days in late October and causing major disruptions for 100,000 Australian air travellers.“By contrast the satisfaction rating for Virgin Australia with its quick response in putting on more flights during the Qantas industrial dispute has increased strongly in the past two months. With the recent launch of its new business class Virgin Australia looks set to close the gap further on Qantas."The introduction of a successful business class into Virgin Australia may attract advertisers in their magazine Velocity, and on their airport terminal signage and planes.“The challenge will be for both airlines to understand, and therefore satisfy, their customers better.” Purchase detailed Airline Business and Leisure Customer Profiles of Qantas, Virgin Australia and other airlines.These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.Purchase the detailed Roy Morgan Airline Satisfaction report.This report provides information on both domestic and international airline satisfaction. The brands covered in this report are: Air Canada, Air New Zealand, AirAsia X, American Airlines, British Airways, Cathay Pacific, Emirates, Etihad, Garuda Indonesia, Jetstar, Malaysia Airlines, Pacific Blue, Qantas, Qantaslink, REX, Singapore Airlines, Thai Airways, Tiger Airways, United, V Australia and Virgin Australia.Purchasefrom an extensive range of detailed Roy MorganTravel & Tourism Reports or detailed profiles of Australian Holidaymakers.For more details contact:info@roymorganonlinestore.com Suzuki Drivers in New Zealand are the most satisfied of the top 10 brands 2012-01-30T01:11:35Z suzuki-drivers-in-new-zealand-are-the-most-satisfied-of-the-top-10-brands 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. For the 12 months to October 2011, 98% of Suzuki drivers said they were satisfied* with their current vehicle. This is 6% points above the average and puts them ahead of Toyota, Honda, Ford and VW tied on 94%.Brand Satisfaction – Top 10Source: Roy Morgan Single Source (NZ) November 2009 – October 2010 n= 9,877 & November 2010 – October 2011 n= 10,354 (Drivers 18+). *Satisfied = either very or fairly satisfied with current make.Pip Elliott, Client Services Director, Roy Morgan Research, says: “The proportion of satisfied Suzuki drivers has increased by 4% over the last 12 months to 98%. Suzuki satisfaction levels are currently 6% points above the average for the top 10 makes and 4% points ahead of Toyota, Honda, Ford and VW – each tied on 94%. In terms of volume, according to the Motor Industry Association (MIA) Suzuki sold 4,833 cars in 2011, an improvement of 6.5% on their 2010 result. With the total market increasing by 5.2% year on year, this represents positive growth for the Suzuki brand.“The other big improver over the last 12 months is Volkswagen, with sales increasing by 45% to 3,449 units (according to the MIA). Overall driver satisfaction for Volkswagen is also on the up, with 94% of Volkswagen drivers satisfied with their current cars.“Satisfaction levels for both Mazda and Hyundai have declined over the last 12 months, with Hyundai currently having the lowest satisfaction levels of the major brands. This is a very interesting result for Hyundai who have managed to grow sales share over 2011. With a range of new models hitting the NZ marketplace over the last 24 months, this decline in satisfaction is a possible by-product of higher brand expectations from new Hyundai owners.“With Satisfaction being one of the key drivers of future brand loyalty, this is a key metric for all manufacturers to be aware of.” Purchase detailed Roy Morgan’s Car Driver Profiles. These profiles take an in-depth look at Drivers of BMW, Ford, Holden, Honda, Hyundai, Mazda, Mitsubishi, Nissan, Subaru, Suzuki, Toyota and Volkswagen.Purchase detailed Roy Morgan’s Intention to Purchase Vehicle Profiles. These products provide a thorough understanding of people intending to buy New Vehicles, Used Vehicles and Vehicle Purchase Intenders in the next 4 years.Purchase detailed Roy Morgan’s Satisfied Driver Profiles. These profiles offer a comprehensive look into Satisfied Drivers of each Vehicle Brand such as BMW, Ford, Holden, Honda, Hyundai, Mazda, Mitsubishi, Nissan, Subaru, Suzuki, Toyota, and Volkswagen.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com NAB leads big four in consumer bank satisfaction but Westpac leads in business banking 2012-01-27T06:36:30Z nab-leads-big-four-in-consumer-bank-satisfaction-but-westpac-leads-in-business-banking 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%. These are the latest findings from the Roy Morgan Research “Customer Satisfaction – Consumer Banking in Australia” and “Business Satisfaction – Business Banking in Australia” reports. Roy Morgan Research is the only company covering both of these important markets on a comparable basis.Consumer satisfaction with banks continued to increase in December 2011 to 79.3% which is the highest level in 15 years. The NAB narrowly rated the highest (78%) among the big four for the second time since July 2000, having narrowly overhauled the ANZ (77.9%).Consumer Banking SatisfactionSource: Roy Morgan Research Customer Satisfaction Survey, July 04 – Dec 11, average 6 monthly sample n = 25,100.Over the last year, business customers have been gradually increasing their level of satisfaction with banks, going from 61.4% in November 2010 to 65.5% in December 2011, but they still rate well below the satisfaction levels of their consumer banking customers. Westpac currently leads the big four with 67.6%, followed by ANZ (65.4%), NAB (62.8%) and Commonwealth (61.5%).Business Banking SatisfactionSource: Roy Morgan Research Business Survey, June 10 – Dec 11, average 6 monthly sample n = 6,757, **7 months to April 2011.Norman Morris, Industry Communications Director, Roy Morgan Research, says: “It appears that the current campaign by the NAB to position themselves as being different from the remainder of the big four is showing some early positive gains but there is still some way to go as all four banks are only separated by 1.6% points which is around the closest they been over the last ten years. The strong showing by the NAB over the last 12 months (+ 6.3% points) was due to a big improvement among their customers who do not hold a mortgage. This group increased their satisfaction level with the bank by 7.7% points compared to 1.5% points for their home loan customers. The NAB now rates the highest of the big four banks for having ‘fair fees and charges’ which is most likely the reason for their big improvement in their non home loan customer satisfaction.“While there are some encouraging signs of satisfaction improvements by banks among their business customers it is worth noting that there is a long way to go for all banks in order to catch up with their performance in consumer banking. With the potential for profitable growth becoming much less among consumers, there is likely to be increased competition for growth in the business market, with the result that more focus will need to be on understanding the needs of business customers.“A major area of weakness seen by business customers across all banks is that they do not maintain regular contact with them and do not follow developments in their industry. In future they will need to focus more on the needs and concerns of their customers and show greater interest in what is obviously a more complex market compared to consumer banking.” Purchase the ‘Business Satisfaction – Business Banking Report in Australia’. The brands in this report include ANZ, Bank of Queensland, Bankwest, Bendigo Bank, Citibank, Commonwealth Bank, Macquarie Bank, National Australia Bank, St George Bank, Suncorp and Westpac.Purchase the ‘Consumer Satisfaction – Consumer Banking Reports in Australia’. Brands include all major banks, building societies and credit unions.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com ‘Texting’ is more popular than ‘making calls’ from mobile phones in New Zealand 2012-01-27T06:02:47Z texting-is-more-popular-than-making-calls-from-mobile-phones-in-new-zealand 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%). Other mobile phone functions used include taking photos (44%), playing games (23%), playing music (19%) and Bluetooth functions (19%).This research is based on a New Zealand wide survey of 12,000 people conducted over the 12 months to October 2011, of whom 10,405 own or use a mobile phone.Mobile Phone Usage by New ZealandersBase: New Zealanders (14+) who own or use a mobile phone. Source: Roy Morgan Single Source September 2010 – October 2011, n=12,000, of whom 10,405 own/use a mobile phone.When looking at mobile phone usage by age groups, among the 14-17 year olds, over 30% more sent text messages than made phone calls (90% vs 58%). This gap decreases with age up to people aged 65+, where this group makes more phones calls than sending text messages.Pip Elliott, Client Services Director, Roy Morgan Research, says: “The convenience of a mobile phone enables consumers to do much more than calling or texting. Mobile Phones now are not only capable of video calls, photos, games, data transfer, internet and email, but also have ability to provide instant social media alerts from Facebook, Twitter and other platforms.“The fact that consumers are using more diverse functions available on their mobile phones has been the driving force behind mobile manufacturers and designers’ creativeness. Manufacturers need to understand mobile handset preferences by age group, gender, and other major demographics - and the different functions they deem important to ensure their products are more accurately targeted.” Roy Morgan has a range of ready made research reports and profiles available on the mobile phone market.Purchase the latest detailedRoy Morgan Mobile Phone Handsets Profiles. These profiles take an in-depth look at users of Apple iPhone, BlackBerry, LG, Motorola, Nokia, Samsung and Sony Ericson.Purchase the latest detailedRoy Morgan Mobile Service Providers (MSP) Customer Profiles.Purchase the latest detailed Roy Morgan Internet Profiles. These profiles offer a broad view of customers Browsers, Frequency of use, Internet Connection, Internet Speed, Length of use, Main location of use and Search Engines.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Business Confidence up for the fifth consecutive month 2012-01-17T02:40:19Z business-confidence-up-for-the-fifth-consecutive-month 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. These are the latest findings from the Roy Morgan Monthly Business Confidence Survey conducted amongst a sample of 1821 businesses across Australia in December 2011.The Roy Morgan Business Confidence Rating stood at 128.2 in April 2011, immediately prior to the decline in the ASX. The confidence rating continued to slide down to 99.8 in July before showing marginal but consistent improvements since then.Chart 1: Roy Morgan Business Confidence RatingSource: Roy Morgan Business Survey, Dec 10 – Dec 11, average monthly sample Dec10 – Dec 2011, n=1511.The major reason for the lift in confidence from July through to December 2011 has been a big increase in the proportion of businesses considering that “Australia will have good economic conditions in the next 12 months”. Currently 59% consider that conditions will be good, compared to only 43% in July 2011.Chart 2 shows the dramatic swing to a positive balance of opinion regarding the likely economic conditions over the 12 months compared to July 2011 when the balance was very negative.Chart 2: Positive Outlook for the Australian Economy Next 12 monthsSource: Roy Morgan Business Survey, Dec 10 – Dec 11, average monthly sample Dec10 – Dec 2011, n=1511.This positive economic outlook is impacting favourably on investment decisions by businesses with 57% now considering the next 12 months as a “good time to invest in growing the business”, compared to only 49% in July 2011.Norman Morris, Industry Communications Director, Roy Morgan Research, says: “Although business confidence has risen over the last five months, not all states and industries have the same level of optimism. Western Australia and Victorian businesses have the highest level of confidence, whereas South Australia, Tasmania, and Queensland are below average.“The most positive industry outlook comes from Mining and Finance, whilst the least optimistic are Wholesale Trade, Construction, Manufacturing, Retail and Agriculture. Figures just out for 2011 show a record number of insolvencies in Construction and Retail whichsupport the negative feelings in these industries, as does the drop in job vacancies in Retail and Manufacturing in contrast to the increase in job vacancies in Mining.“Although businesses are seeing the next 12 months as potentially a good time to invest, only 17% actually say they plan to do so. This reflects the uncertainty in the current economic climate. The biggest influence on how businesses view their prospects over the next 12 months is how they expect the economy in general will perform rather than specific financial issues such as availability of finance and interest rates.” Survey Summary: Results for monthly Roy Morgan Business Confidence Rating for the component questionsSource: Roy Morgan Business Survey, Dec 10 – Dec 11.Purchase theRoy MorganBusiness Confidence – Monthly Detailed Report in Australia.About Roy Morgan Business Single Source Survey:The Roy Morgan Research Business Survey began in May 2010 and currently conducts more than 2000 interviews per month to measure Business Confidence. Around 1100 of these interviews also cover all aspects of Business Finance with the remainder covering Telecommunications.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com Australian Open tennis scores TV viewers across the board 2012-01-16T06:32:39Z australian-open-tennis-scores-tv-viewers-across-the-board 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 data indicates that the Australian Open tennis telecast has a slightly stronger appeal for women than men. 51% of these Australian Open TV viewers are women (representing 37% of all Australian women aged 14+ years) whilst 49% are men (representing 36% of the Australian male population aged 14+ years).In terms of sport participation, 1.35 million Australians 14+ play tennis regularly or occasionally, representing only 7% of this population.Tennis participation among Australians 14+ skews towards men, who make up 59% of this group. In fact, the men outnumber the female tennis players by 44%.Australians who watch Australian Open tennis on television, compared to those who play tennisSource: Roy Morgan Single Source, October 2010 - September 2011 (n = 18,581).While the Australian Open TV broadcast appears to have a broad appeal in terms of gender, looking at the data for the different generation groups reveals that the Australian Open is slightly more popular among older TV viewers. For example, it is watched by nearly half of the Pre-Boomer generation group, but by less than a third of each Generations Y and Z.Australian Open television viewers Vs. regular/occasional tennis players – by generation groupSource: Roy Morgan Single Source, October 2010 - September 2011 (n = 18,581).Looking at a breakdown of the TV audience reveals that 44% of Australian Open viewers are Baby Boomers or Pre-Boomers, whilst Generations Y and Z account for 29% of Australians 14+ who almost always or occasionally watch the Australian Open on TV.Generation group breakdown of Australian Open TV audience Vs. regular/occasional tennis playersSource: Roy Morgan Single Source, October 2010 - September 2011 (n = 18,581).Conversely, participation in the sport shows a distinct skew towards the younger generations, with Generations Y and Z accounting for 56% of all Australians aged 14+ who play tennis (regularly or occasionally), compared to just 19% that is made up by Pre-Boomers and Baby Boomers.In the middle, Generation X is the only group that makes up nearly the same proportion of both TV viewers and participants: they account for 26% of ‘almost always/occasional’ Australian Open TV viewers and 25% of regular/occasional tennis players.George Pesutto, Industry Director – Media, Roy Morgan Research says: “Whilst the TV audience for the Australian Open does skew slightly to older generations, we’re still seeing that a significant proportion of each of the other generations is tuning in to the Australian Open – demonstrating that this event definitely has a very broad appeal.“The Australian Open is the clear winner in terms of TV sports watched by women – in fact it’s the only major sport that’s watched by more women than men.This event clearly provides a great opportunity for sponsors and advertisers wanting to reach both men and women.“You obviously don’t have to play the game in order to be a fan. In fact, given the size of the Australian Open TV audience, it’s almost surprising that more people don’t pick up a racquet.” Purchase the detailed Roy Morgan Tennis Australian Open Viewer Profile. Purchase from our detailed range of sport viewer profiles including – Tennis, AFL, Cricket, A-League Soccer and many more. Tennis Players and Tennis Spectators profiles are also available.Purchase froman extensive range of detailed Roy Morgan media profiles, across print, internet, radio, television, and more. These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.Click here to browse thousands of accurate, insightful quantitative Roy Morgan research reports and profiles ready to download now.For more details contact:info@roymorganonlinestore.com