2014/15 Superannuation Study

The 2014/15 Superannuation Consumer Recommendation & Loyalty Study will contain the following insights:

• Which marketing channels have the greatest influence on purchasing decisions
• NPS® by brand
• NPS across key demographics (age, gender & personal income)
• Percentage of sales driven primarily by word of mouth
• Stated loyalty to the current provider graphed against the NPS of each brand
• Satisfaction mean scores by brand across the following key industry attributes / interactions:
  – Overall Value
  – Investment Performance
  – Fees
  – Overall Customer Service
  – Quality Insurance Coverage
  – Access to Quality Financial Advisors
  – Website
  – Financial Seminars

• Customer Experience insights including the following:
  – NEW Perceptions of Service Ease
  – The top three ways Promoters describe their customer experience
  – The top three emotions Promoters experience when they deal with their brands
• and much, much more

This study analyses the most popular brands within a category that had sample sizes equal to or greater than 100. In addition to an amalgamated analysis of Self-Managed Superannuation Funds (SMSFs) the brands included in this study are as follows:

• AMP
• Australian Super
• BT
• Colonial First State
• First State Super
• Hesta
• HostPlus
• MLC
• OnePath
• QSuper
• REST
• Sunsuper