Saturday, September 14th, 2013 - Roy Morgan Research

With the announcement last week of the Roy Morgan Research Australian Customer Satisfaction Awards for 2012, a light has been shone on the gap in Customer Satisfaction between the major private health insurance providers and their smaller competitors.

The Awards identify and commend the businesses that listened to their customers throughout 2012 and provided an industry-leading level of satisfaction. Not-for-profit private health insurer CBHS received the award for 2012; having recorded the highest Customer Satisfaction score of any private health insurer for five out of the twelve months — more often than any other provider.

The remainder of the year was shared between four other institutions of relatively modest market share; HIF, Health Partners, CUA Health and Teachers Federation Health.

When compared against an average for the major providers, as well as against the total market, the performance of these smaller providers suggests that what they lack in market size is made up for in their ability to recognise and fulfil the needs of their customers.

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

“Since the introduction of reforms to the rebate tiers in July 2012, there has been an increased focus among all private health insurers on customer retention and satisfaction.

“As last week’s Customer Satisfaction Awards demonstrated, the smaller private health insurance providers have been especially proactive in this respect, and their customers have noticed!”


Source: Roy Morgan Single Source (Australia), 12 month moving average to December 2012, average sample size = 23,623. Base: Australians 14+ who are Private Health Insurance customers. 


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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.
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