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NPS® rating of big four banks declines during Finance Royal Commission

NPS® rating of big four banks declines during Finance Royal Commission

Source: Roy Morgan Single Source (Australia). Average 6 month sample n = 25,326
Base: Australians 14+. *Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Mr Frederick Reichheld and Satmetrix Systems, Inc. Based on score of 9 or 10 minus 1 to 6 on a ten point scale, where one is very unlikely to recommend to a friend or colleague and ten is very likely. 1. Main Financial Institution.
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Mobile banking highest customer satisfaction

Mobile banking highest customer satisfaction

Source: Roy Morgan Single Source (Australia). Six months ended January 2019, n = 24,895
Base: Australians 14+. 1. Using an App on a mobile phone or tablet 2. Using an institutions website
3. Includes Banks not shown, Building Societies and Credit Unions
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Kmart Group wins Discount Department Store of the Year

Roy Morgan Customer Satisfaction Awards 2018: Australia’s most service-oriented retailers announced

Roy Morgan presented the 2018 Roy Morgan Customer Satisfaction Awards in Melbourne this week and the 14 winners in the retail categories range from an iconic multinational Swedish furniture maker to a suite of local brands that offer the highest level of customer satisfaction to be found in their chosen business.
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Supermarkets increase dominance in fresh food

Source: Roy Morgan Single Source (Australia). Australians 14 6 months to October 2018, n = 25,304. Base: Australians 14+ main grocery buyer. 6 months to Oct 2018, n = 6,644. 
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Satisfaction with banks improving

Source: Roy Morgan Single Source (Australia), average 6 month sample, n = 26,607.
Base: Australians 14+ with at least a deposit/transaction account with bank: average 6 months sample, n = 23,176. 1 Very or fairly satisfied .2 Very or fairly dissatisfied.
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Top Travel Sites

Australia - December 2018 Website visitors 14+
  • qantas.com.au (Qantas)

    3,322,000
  • tripadvisor.com.au

    3,120,000
  • booking.com

    2,720,000
  • jetstar.com.au (Jetstar)

    1,798,000
  • virginaustralia.com.au (Virgin Australia)

    1,697,000

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Quote While we use Roy Morgan to uncover and track travel trends, a key benefit is the ability to match a range of specific behaviours or perceptions across different target audience segments  Quote

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Top apps via Mobile or Tablet

Australia - December 2018 Australians 14+
  • Facebook

    10,597,000
  • Facebook Messenger

    9,364,000
  • Google Maps

    9,261,000
  • YouTube

    8,235,000
  • Google Search

    7,876,000

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