Bunnings tops rankings in customer experience excellence

Bunnings is the retailer 2500 Australians surveyed by KPMG believe offers the most excellent customer experience.

KPMG surveyed more than 20,000 people globally and over 2500 in Australia asking which brands deliver the best customer experience.

The Body Shop ranked second while Mecca landed third among the top 10 Australian non-grocery retailers, followed by Specsavers and Chemist Warehouse.

“In the retail sector, the digitisation of customer journeys across channels has been a differentiator that has helped move the bar for customer perceptions in Australia,” said Carmen Bekker, partner-in-charge at KPMG customer.

“Leading brands have been able to integrate these digital journeys with in-store experiences, recognising many Australians have retail journeys that begin online but also include an in-store touchpoint.”

The report noted that customers generally are seeking more value for money, along with more seamless, omnichannel processes and more personalised experiences from brands.

“We see customer perceptions of value formed by how they feel about service and support. It is also formed by how organisations demonstrate their purpose, relevance, and ability to have a positive long-term impact on the environment and society,” said Bekker.

The Iconic, Bendigo Bank, Dan Murphy’s, Apple, and JB Hi-Fi are also featured in the top 10.

The study found that customer perception of experience excellence fell 3.8 per cent across all markets and that 61 per cent are willing to pay more to a company seen as ethical or giving back to society. Almost all respondents – 97 per cent – said the cost of living has impacted their recent purchasing decisions.

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