Several retailers have been names as top of the field in the four annual Roy Morgan Research Customer Satisfaction Awards.
The 23 awards were judged by almost 10,000 consumers.
Kiwibank, 2degrees, Apple and Suzuki each reconfirmed their reputations for outstanding customer service with a fourth consecutive win, while Bunnings returned to form three years after its last victory and Paper Plus, Ballantynes, Burger Fuel, TSB Bank and Hannahs all made it two in a row.
New World, Care Chemist, Max, Robert Harris Café, Noel Leeming, Kathmandu, and Powershop have all taken out awards for the first time.
Michele Levine, CEO, Roy Morgan Research, said average satisfaction rates vary widely, from mid 70s to mid 90s.
“Typically, we love our cars and hardware stores, pharmacists, clothing, and sports stores, but we’re tougher on our home phone and utilities providers,” Levine said.
“Our favourite hardware stores regularly score over 90 per cent satisfaction. With Bunnings, Carters, Hammer Hardware, ITM, Mitre 10,and PlaceMakers all achieving high scores, it makes for a truly competitive race – and when that happens everyone wins, especially shoppers.
“Businesses that use intelligent research to identify and understand their customers will always have an edge when it comes to delivering satisfaction. Happy customers will then be your champions, your advocates, and your spokespeople, therefore, customer satisfaction should absolutely be viewed as a powerful marketing tool, as important as any billboard, TV spot, or direct mail campaign.”
Retail award winners include:
Quick Service Restaurant of the Year: Burger Fuel
Pharmacy of the Year: Care Chemist
Clothing Store of the Year: Max
Coffee Shop of the Year: Robert Harris Café
Department Store of the Year: Ballantynes
Furniture/Electrical Store of the Year: Noel Leeming
Hardware Store of the Year: Bunnings
Liquor Store of the Year: The Mill
Music/Book Store of the Year: Paper Plus
Shoe Store of the Year: Hannahs
Sports Store of the Year: Kathmandu
Supermarket of the Year: New World
