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Medibank customer satisfaction on the rise again

Source: Roy Morgan Single Source (Australia), 12 month moving average to May 2014, average sample size = 23,623. Base: Australians 14+ who hold Private Health Insurance
After seven months of steady decline for Medibank in customer satisfaction, positioning it below its peers, the Health Insurance giant has shown some improvement in satisfaction ratings over the last quarter and is now on par with NIB (72.2%), while still behind BUPA (73.3%) and HCF (73.5%). These are the latest findings from the Roy Morgan Consumer Single Source Survey of over 50,000 interviews per annum.

With the annual increase in premiums announced earlier this year, the two dominant players in the market, BUPA and Medibank, kept their increases in line with the industry average of 6.2% and as a result both showed an increase in satisfaction.

Medibank saw the highest increase in satisfaction compared to a quarter ago (1.3% to 72.2%).  Funds such as NIB (premiums up by 7.99%), HCF (premiums up by 6.89%) and Australian Unity (premiums up by 6.62%) that increased their premiums above the industry average have all shown a decline in satisfaction since January 2014.

Customer Satisfaction — Private Health Insurers

phi-sat-chart

Source: Roy Morgan Single Source (Australia), 12 month moving average to May 2014, average sample size = 23,623. Base: Australians 14+ who hold Private Health Insurance

Norman Morris, Industry Communications Director, Roy Morgan Research, says:

“The results of this survey show that movements in health insurance rates do have an impact on customer satisfaction, particularly if they are above market rates as this will ultimately affect market share.”

“Since the announcement earlier this year about premium increases to health insurance, there have been widespread market movements and effects on customer satisfaction.

“Strong competition for customer acquisition and retention remains between the dominant players in this highly dynamic marketplace where premium increases and competitive rates play a key part.”

For comments or more information please contact:

Norman Morris, Industry Communications Director
Telephone: +61 (3) 9224 5172
Mobile: +61 402 014 474
norman.morris@roymorgan.com

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About Roy Morgan Research

Roy Morgan Research is the largest independent Australian research company, with offices in each state of Australia, as well as in New Zealand, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan Research has over 70 years’ experience in collecting objective, independent information on consumers.

In Australia, Roy Morgan Research is considered to be the authoritative source of information on financial behaviour, readership, voting intentions and consumer confidence. Roy Morgan Research is a specialist in recontact customised surveys which provide invaluable and effective qualitative and quantitative information regarding customers and target markets.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size

Percentage Estimate

40%-60%

25% or 75%

10% or 90%

5% or 95%

5,000

±1.4

±1.2

±0.8

±0.6

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2